I worked with Wendy and from start to finish she was always there for me helping along the way making decisions and giving me her honest professional opinion Just recently she helped me get the refrigerator replaced bc there was something wrong with it and it went seamless. I will def use her again for any of my appliance needs. read more

Just sent away. On my way to any other plumbing store but here for a savings of over 2k alone. Sebastian said he strictly sells at list price. We were told him we were quoted 2k lower at several other places, but this is closer to our home and came here to purchase today because our project is starting very soon. He advised us to go elsewhere because he only sells at list price. Maybe this is your store policy, but not very competitive. It's now 130 on a Saturday afternoon to make matters worse. Now very short on time. Big waste of time. Don't bother. read more

What a change from the days when this store was Karl's Appliance, and not in a good way. I recently had the unpleasant experience of accompanying my 86-year-old father to Ferguson Bath, Kitchen & Lighting Gallery. He needed a new refrigerator and asked me to take him to Karl's Appliance in Fairfield, where he had purchased many appliances over many years. We didn't know the store was now Ferguson until we arrived. We were not certain the store was actually open for business when we parked, since there were no cars in the lot and when we went inside there was not a single customer in their large showroom. It turns out they were open, but they certainly weren't welcoming. Far from it. In fact, we were made to feel so unwelcome that we turned and left before venturing three feet inside. We were told we could not browse the showroom without first signing in with our personal contact info. We were then told we were required to have an escort to view the refrigerators, but we would have to wait since that person was in the back of the store somewhere. This is an appliance store, not the National Archives. Were they afraid we'd try and do a snatch-and-grab with their refrigerator? It was at that point my father said he wanted to leave, and we did. Neither of the two employees speaking to us seemed to care that we were leaving and not a word was said to encourage us to stay. Considering we were the only potential customers in the store you'd think they'd be eager to help us buy something, but both my father and I got the impression that a single refrigerator was not a big enough sale to justify their time. Fortunately, our experience at another close-by appliance store was much better and my father got his refrigerator. As for Ferguson Bath, Kitchen & Lighting Gallery, I strongly recommend going somewhere else. Don't waste your time here. read more

My husband and I have been to multiple appliance stores and have never found the customer service and professionalism like Wendy Johnston at Ferguson. Wendys found exactly what we were looking for to make our dream kitchen complete. She is reliable, knowledgeable and a pleasure to work with. I urge everyone who is looking to remodel their home to go see Wendy. read more

We purchased a new washer from Ferguson in Fairfield. Our salesperson was Thomas Carrea. We also paid for delivery and installation. We had a problem with the installation after the fact. When I reached out, Thomas responded to me on his own time and facilitated a correction to the problem. He also made sure we were compensated for the error and inconvenience. He is an asset to Ferguson. read more

I bought all my new kitchen appliances here. Wendy Johnston helped me with everything and was terrific! She was a pleasure to work with and continued to be available as I had plenty of questions during the installation process. No matter what I asked, Wendy was quick to respond, patient, and supportive. She also assisted in making sure my rebate claim was inputted properly. I highly recommend working with her. read more

I've just left this store after a gentleman on the phone encouraged me to come in without an appointment to purchase a new stove. No one was available to help me when I arrived (2 pm on a Friday) but I found exactly what I wanted on the showroom floor. After waiting near my desired appliance, I was told that no one would be able to help me for at least another 30 minutes. I was encouraged by a store employee to "try Home Depot" for better service. My family had shopped at Karl's for generations. Boo Ferguson! I went to Bloomfield Appliance (on Bloomfield Avenue in Caldwell) and they were terrific. Bought exactly what I wanted and owner Steve was awesome (he is the founder's grandson). Highly recommend BLOOMFIELD APPLIANCE! read more

My wife had the pleasure of working with Thomas Callea who was just amazing. He made our washer selection and purchase simple and fast. Highly recommend asking for him for any of your appliance needs!! read more

Update - new floor model delivered today and it does not work. The control panel comes on but the temperature will not drop. Cancelling the entire order and we have a new company fulfilling our need. read more

Ordered and paid for a Sub Zero frig in Mid January 2022 - Understanding that there were supply chain problems, I accepted the proposed mid to end of June delivery eta. When I emailed to check on delivery status Friday, May 20th, this was the reply: "The purchase order eta is Oct 13.2022. " The lack of detail, common courtesy and customer care makes this sale the last one I will make from Ferguson. read more

If I could give a zero star I would! Avoid these people like the plague. Their customer service is short from satisfactory it is a nightmare. Every time I call ... I get the run around then becoming exhausted from getting no where. I have been hung up many times after waiting for a call to be transferred to the person who is supposed to help me. I purchased 18k in appliances for my kitchen along with a warranty for each appliance. Only to find out 2 years later than my warranty for the wall oven did not reflect what is on the invoice. I found this out only because I had separate issue with my dishwasher that needed to be addressed. Should I have a problem with the wall oven ... True Blue ( warranty company) would not be able to address the issue. I have reached out to my sales rep who unfortunately doesn't work there any longer. I have also reached out and left messages to a Shawn W. who never returns my calls. We are going into alittle over 6 months with no call or resolution to my problem. read more

This is literally the worst customer service we have ever experienced. 9 months and we do not have appliances and cannot get answers from salespeople. Do not buy here. read more

When redoing our kitchen we purchased all of our kitchen appliances from Karl's in Fairfield. We thought everything was fine until once we had the overhead fan installed over our 6 burner stove top we found out it was not working. So we called Karl's to find out how we can get it replaced. They basically told us it wasn't their problem and we needed to contact the manufacturer for a repair. I guess after they have your money they can't be bothered with you. I called the manufacturer, told them the model number overhead fan and scheduled an appointment for the repair. When the repair man came he informed me that the overhead fan we had installed was not the 600 cfm fan that ai thought I had purchased, but actually an older, less expensive 400 cfm fan. I had ordered a more expensive fan from Karl's and the delivered a cheaper model (by a couple hundred dollars). When I contacted Karl's they told me that the overhead fan I ordered was discontinued (lie #1) and so they replaced it with this model. When I asked them why they didn't let me know that the fanI ordered was unavailable and why they chose to replace it with a cheaper model, they had no answer. I eventually got them to agree to replace the fan with a model equivalent to the one (after Visa pulled payment from them) I ordered and paid for. It took several months, yes MONTHS. They kept telling me they didn't have it in stock. I called, I called again. Everytime getting the run around. WhenI started to realize they were lying to me, I contacted the manufacturer to see why Karl's was having an issue getting this fan in stock. According to the manufacturer, they (karl's) had 140 in stock. Eventually I received the replacement hood, but I had to pay to have the first hood removed and the new hood installed, not to mention months of aggravation. So if you enjoy being lied to, not receive the model number you ordered and want to be annoyed for months, then Karl's is for you. If you are a normal person and want to be treated fairly, then I suggest you go elsewhere. read more

I used to be a very good customer at Karl's, but over the last few years service has gotten worse and worse, especially at the Fairfield location. I went last Sunday to buy a dishwasher. I stood around for 10 minutes in an empty dishwasher area with one salesman on his computer completely ignoring me, and another one on the phone. Finally the guy who was on the phone asks what I wanted. I explained exactly what I was looking for, the phone rang and he walked away to get it. He came back and once again I explained what I wanted, he showed me a piece of crap that in no way was what I asked for and as I was about to ask him about other dishwashers the phone rang again and he walked away. So did I. I left the store, went to PC RIchard's on Rt 10 and in 15 minutes had a brand new dishwasher to be delivered and installed. This location has an incredible selection of appliances, unfortunately the selection of good sales people is non existent read more

This review is of the Karls in Fairfield and specifically my experience with Wendy. I recently purchased a new suite of kitchen appliances and I could not have had a better experience. Wendy was exceptionally knowledgeable and worked with my tight deadline. The delivery workers were prompt, efficient and courteous. We had one minor miscommunication on a part of the delivery and the Karl's team handled it exceptionally. I highly recommend the Fairfield Karls team. read more

I purchased $5K worth of appliances. They arrived in California damaged, th the washing machine extremely damaged. It has been 4 months and no one has returned my calls or email. Sales person, to get back to me - that was in September....... Key Highlights - Visa charged-back Karls and credited me for the washer - Asko service representative recommends the dealer replace the machine Karl's action Still no response and have collections agency after me now. They are going to have a fight on the hands about this! These guys are a nightmare -- can't believe their lack of service. Alex K read more

Sorry folks, but my experience with Karl's was an A+++, and I live within walking distance of one of their top competitors, A.J. Madison. I worked with Glenn Julian, who accommodated every single request through my research, purchasing and delivery process. Added to his patience was a level of expertise, insight, and turnaround...I never felt like I was being directed to buy the products with the highest margins but, instead, the appliances that I wanted to begin with. Also, our appliances were being delivered when a major storm was hitting New York that afternoon, and the truck was coming from New Jersey. So it was a relief that, not only did everything arrive quickly, safe and sound, but the delivery guys were top notch. An important call came in for me just as they pulled up, so they remained patient, calm and collected, and put everything in place with the white glove service I was promised while I finished my conversation. So far, I haven't had any problems with my purchases, and look at them with pride every single day. read more

Please dont bother doing business with this store. I bought a pretty expensive wall mounted AC unit and it has been noisy and performing poorly from the day I got it. They offer no customer service too. You have many many other options, do yourself a favor and steer clear. read more

Stove and washer dryer came damaged. everything was reorderd and came damaged again. This place must be getting seconds, thirds or who knows what. Stay away. read more

This is not necessarily a knock on Ferguson because if you do your homework you might not end up in our situation. Do NOT agree to buy the crap Mirabelle toilets that may or may not be their private label. They have other options but will probably steer you in this direction if you aren't sure what you want. Multiple problems with 2 of them that have clogged, wouldn't flush, and now have BOTH leaked into the floor below, in less than 3 years. Ferguson stop suggesting this terrible product. read more

I have been working with Wendy in the Fairfield store and she has been awesome. She is patient and has kept in touch with me with all updates. Always look forward to hearing from her and she has really helped me with scheduling deliveries when it was convenient for me! read more

Buyer beware: bought a refrigerator, oven, wine cooler, dish washer and washing machine from Karl's with extended warranty. A year later - the burners on the top of the oven have stopped working. I spent a week going back and forth with Karl's customer service ... They never return your calls and the salesperson I worked with is always "unavailable". When we actually need the extended warranty they said they didn't have anyone in the area to fix our oven. Then I called the company who services their extended warranty contract and they don't have a person in our area who honors the extended warranty. Why sell an extended warranty for an item that isn't covered? Does that sound like a good way to keep customers happy? very. unhappy. read more

I called looking for a specific tub. Asked if it was in stock salesman said yes. Great ,gave him all the info he needed for purchase. When I said my contractor would pick it up early next week he informed me it would be shipped to me in a week because he had to place order with another company. I told him I needed it ASAP and would have to cancel my order. As he was hanging up I heard him say that I wasted his F 'ing time. read more

Just wanted to say thank you to Wendy at the Fairfield Showroom for helping with our two previous kitchens and looking forward to working with her again on our next project. Wendy's experience and tireless work ethic is always reassuring to me. Looking forward to working together again on my Shore House kitchen. read more

Some dissatisfied reviewers notwithstanding, I've got nothing but good things to say. First, I and my family have been Karl's (now owned by and transitioning to the Ferguson's brand name) customers for decades. Second, our most recent buy, a Fisher & Paykel refrigerator, ran into a number of problems (wrong model shipped by F&P, replacement was dented). In all instances our sales guy, Ken Kohlmeyer, absolutely bent over backwards to make things right and make sure we were perfectly happy. I'm pretty certain they lost money on us, but you couldn't tell from the service we got. And I've got good words for both the back office staff at Karl's and for the delivery company, which went over and above. I can't even begin to imagine how this would have played out at Best Buy. So, we're very happy campers and extremely satisfied customers. read more

I recently completed my 5th purchase from Karl's, their Madison store. I have purchased a dishwasher (actually 2), washer, dryer, stove and assorted smaller items. I have had nothing but great experiences with the store. I think many of the complaints have to do with the manufacturers, not the store, but that's just my impression. They tend to sell higher end items, which sometimes have issues with quality. The appliances I purchased were all Bosch. I had a series of problems with my dryer, and they were all repaired by a factory service in home repair guy without problems. I also had problems with a dishwasher, but it was outside of the warranty. For some reason, it had a pump failure issue, which would have cost about 3/4 of the price of a new one to repair. I passed, but despite this, purchased another from Karl's. I bought an extended warranty though. I also say that they have matched prices from other retailers, and have given me great deals. I am actually very happy and when i went to buy a Bosch stove last weekend, Karl's is the only place I went to (after looking online for various prives and actually finding them the best). read more

My husband and I have purchased several appliances at Karl's and have always had a good experience. This time was terrible - we bought an expensive stove for a kitchen remodel and the first week the door fell off the hinges. After that was repaired, several weeks later the door fell off on the other side. In the process, our new backsplash was scratched and damaged and Karl's has been much less than forthcoming in satisfying these issues. read more

Thank You for Excellent Customer Service. I purchased a new washing machine that was in stock and the salesperson told me that it could be delivered the next day. Wow that would be great! And it was. Except when the delivery guys arrived and unboxed it, there was a dent on it caused by a machine that lifts and moves appliances around. I refused the delivery and was disappointed. The delivery guy called his manager and I proceeded to call Ferguson asking for my salesperson, but he was on another call. I asked to speak to a manager as I wanted a brand new machine TODAY as promised. I spilled my story to 2 others at Ferguson and they felt my pain and wanted to spring into action and help. And they did! I got a return phone call back from my salesperson and the delivery dispatcher asking me if I would be home in 45 minutes for a brand new washing machine delivery. I said "Of Course!" And it arrived brand new no dents. I want to Thank the Staff (I wish I wrote down everyone's name that I dealt with) at Ferguson's for their great attitude and delivering excellent customer service! Job Well Done! read more

Terrible experience here. This was my second time visiting in the last month and both times not one person asked my husband or I if we needed help. We are in the beginning stage of a large kitchen, mud room and bathroom remodel. During our visit, my husband had to find a salesperson, and asked about a 60 inch wolf stove. After getting a quick, unfriendly response, my husband felt unwelcome and that we were bothering the man. He clearly didn't want our business. There were no questions asked about what we needed or any follow up response to the wolf stove inquiry. We decided that this wasn't the place for us to buy our appliances from. We left and went to Reno's and spent over a hour there. We bought our stove, sub zero refrigerators, dishwasher, microwave, fan and LG washer/ dryer. I do not recommend wasting your time at Karl's to receive grumpy unfriendly service. read more

Our problems all sound similar. I purchased a refrigerator which arrived damaged. The store stated they would send a replacement freezer door and touch up paint in the time being. Neither arrived. Then I realized the refrigerator was freezing everything. one week after purchasing the unit it is being repaired. I called the store again. Someone said they would call me back Monday and get me a new unit. To this day no one has returned my call. Guess what? the unit is still freezing everything so now I have to get it repaired a second time. Submitted a charge back via Amex. I'm interested to learn how the credit agency situation worked out for the previous poster. read more

I spent 10 minutes looking at refrigerators and no one offered to hep me so I went to the front desk and they paged a salesperson. 10 minutes later I walked out of the store without ever being helped. With such lousy service before the sale I can only imagine how bad the service is after they have your money. I rate them no stars but the system does not consider 0 a rating This occurred in March, 2010 read more

I should have listened to the other negative reviews. Customer service is absolutely terrible! From sales to the receptionists that answer the phone, they all could care less if you have an issue. Don't waste your time. read more

Beautiful showroom with a good selection & they will meet outside competetors prices if asked to. A President Obama look alike salesman showed us some appliances.When you ask them for a price other than the one on the tag, the sales people there will usually hit you with a price between $100 - 200 dollars or more 'higher' than they will ultimatly come down to if you barter, or also if you show them a better offer from somewhere else. Different salespeople tend to give different prices for the same appliance at this place, it all depends which salesperson helps you. read more

Not even worth one star. Had my kitchen remodeled and purchased all high-end appliances as per the recommendation of the sales person.. along with the extended warranty service. I have had nothing but trouble with one of the appliances - a repair person was sent (the only one in the area that fixes this particular brand) six times at least and could not fix it - then sent me a bill AND wants to send me to collection! I called Karl's and they said there was nothing they can do. Thank you for you backing up your products and talking me into the extended warranty. read more

Just hope you don't ever need to redeem your Warranty and use their service Technicians. (they ones they outsource) It's 30 minutes past the 3 hour window they were supposed to arrive to fix the leaky refrigerator I purchased 6 months ago. No call, no show. Now Karl's tells me I need to call the Service Company to track them down after they failed to show up. Great Customer Service, Not! read more

Buying from Karl's was an interesting experience. The sales person pretty good. He was able to answer questions about the Weber Grill that I wound up purchasing. However, he did not know much about the install of a dishdrawer that we wound up buying too. To his credit, their installer didn't know anything about the dish drawer either. The price we paid for the 2 items was good. Now onto the issues. We had 2 items installed/set up at our home: A Weber grill and a dish drawer. Let's start with the Weber Grill-- how difficult can that be to set up, right? Well, the installer: (1) left off the LED light that goes on the grill. (2) left off the knob to the side burner (yup, no knob--just a metal stick), and (3) the flavor bars were stacked one ontop each other under the metal grates --- which we didn't notice until the 3rd use of the grill. So a trifecta of poor installation. Now, onto the dish drawer. The same installer just stuffed it into where the old one was and hooked it up, and left. He didn't (a) vent it as per the manufacturer's specs, (b) even care that the drawer didn't fit correctly. So, we had to call them back (yes, he left it in our house that way) and ask them to remove the new dish drawer. We then went to another retailer to purchase the dish drawer. Management was apologetic (and very nice) for the dish drawer issue and the LED light. We didn't even call them back about the two issues on the grill. We just called Weber directly to get the parts. Weber was great BTW. Karl's--- we doubt we will be purchasing from them again. read more

Very helpful attentive service. The salesman was not condescending at all with his knowledge of the products. Very respectful. Beautiful showroom as well. read more

Hard to argue with the large selection and arguably the best prices. I shopped for a dishwasher and fridge online and in stores and the prices here couldnt be beat, even without haggling. Delivery/install was pretty reasonable and the guys did a good job. Got a fridge from here about 5 years ago too. Good place. read more

Bought a front loading washer here a few years back. Had nothing but problems with it. Even though we had bought the extended warranty it was a pain to get it replaced. Made the mistake of buying a fridge on the day they agreed to replace the washer. That was two years ago. It's broken 3 times since December. That's 3 fridges worth of food thrown out. Contacted Karl's today. Took a couple of phone calls to get through to the customer service rep. She was not helpful. I asked to speak to the store manager. He refused to get on the phone. I couldn't believe it. How the heck wouldn't the manager get on the phone to talk to an unhappy customer??? She directed me to the customer service manager who is at another location. I am now waiting to hear back from her and hope that she will have an answer for me. They don't seem to realize that we are buying from Karl's not kitchenaid or whirlpool and expect Karl's to stand behind their products. Bottom line is that Karl's is way behind in its customer service. read more

after service nothing more than hopeless...'Once they have your money the game is over! I will never purchase from this retailer again!