Great amount of merchandise, however customer service is horrible. I went there a couple of months ago and had bad service then, also. I decided to try again today. I walked around looking at everything for over an hour. Not one person offered to help me or asked if I had any questions. I will not be ordering my appliances, plumbing fixtures, lighting, etc. from there. Really bizarre that they don't appreciate a customer. read more

Warning: if you have a warranty appointment, there will be complete disregard for the window of time given to the arrival of the installation team. If you call Ferguson to follow up, you will encounter any number of disinterested and dismissive employees who seem much more interested in getting you off the phone than resolving your concern. I guess Ferguson puts their customers last, at least in terms of service after the sale. Stay away if you value your time. read more

Ferguson Bath, Kitchen & Lighting Gallery - Misleading appointment tracking link - Appliances Near Me - Lenexa, Kansas

We arrived at Ferguson with a long list of items to choose for our remodel. Their amazing inventory made it seem a little overwhelming. Thankfully, we had Rich Warner to help us through this process. He was very knowledgeable about every product we were considering in all of the various departments. Rich was able to answer all of our many questions. He added all of our choices to our Ferguson account and sent us home with a printed copy of everything we were considering. My husband and I were so impressed with this level of service which seems to be getting harder and harder to find. Thanks again Rich for all your help! read more

I am the type of person to leave a good review when it is due. But, also a bad one when it is due. I gave them plenty of grace and time to fix their mistakes. But their customer service is absolutely unacceptable. Working with Megan Vejraska has been a nightmare. I understand that the shipping mishaps from suppliers is out of their hands, but she laughed on the phone when telling me that she has no eta for my dishwasher and "has no loaner" to provide me. These appliances were ordered in August, it is now almost March. She also failed to tell me that the oven she sold me on, is no longer being made. So the whole waiting time, no order has been placed for an oven. I am giving them a one star for the loaner oven I've been lucky to use. read more

Last Friday my husband and I went to Ferguson to buy the Cafe double ovens for our house, as a few years ago, we purchased a dishwasher with great service, however this time we were met with a super rude employee at the front desk, asked for a salesperson and she rudely indicated at all sales people were busy, didn't ask our names or ask us to put in a request for a sale person when one was available. After we looked and made our decision, we once again went to the front desk and again, the front desk employee was super rude and acted like we were an inconvenience. We were ready to buy the $7000. ovens... however due to your employee's rudeness and the most horrible customer service we left and purchased the appliances at another business where we were treated with respect and felt like this business wanted our business. I would never recommend Ferguson Appliance store- the worst customer service!!! read more

Our builder works with Ferguson, so we had to purchase our appliances there. We spent 11k on a refrigerator that despite being ordered a year in advance, wasn't installed until closing day. The installers did not install the panels so we have a fridge with no handles. Another crew came out a week later, but didn't have the correct brackets to install the panels and it seems impossible for them to be able to track down the correct brackets. We are now entering the second week of not having a very functional fridge with no end in sight. Extremely frustrated and disappointed. read more

Worst company to work for. Their cooperate people make the stupidest decisions. They claim to to be a family buisness, claim to care about their employees when they do the exact opposite. Buying new stores, opening new stores, saying they are hurting for money but spending money lile its candy. Expect employees to go out of town to open new locations for nothing just their basic pay, and lay people off during all this. And they say they are transparent, I believe all the above proves that yet another lie. DO NOT WORK FOR THIS LYING WORTHLESS COMPANY. read more

Technical infrastructure for Ferguson's existing customers is out dated! It's 2023, not 1980. Finding the status of any existing order is tedious. read more

Stopped by here because we are building a house. We were looking at the high end ranges, Thermador and Wolf. Their show room was excellent. They had a lot of top end appliances to get your hands on. At this price point, I want to see, feel, and touch. Some ranges were live so we could see how they work. Their sales person was very knowledgeable and very helpful. He was friendly and very easy to talk to. This made the showroom much more conducive to learning and shopping. He provided printouts of the model comparisons we were shopping for. Prices are fair. The only kicker is they don't provide delivery to our location. That's a game changer. These ranges weigh about 450lbs and up. read more

Poor customer service. They chase the dollar and sale. Whirlpool oven poor quality..first one defective....second one cant keep accurate time. read more

stopped by the store, walked around for 20+ minutes, no one on showroom floor. went to the 2 offices I saw, plenty of people talking to each other and laughing, but, still, no help. After about 30 minutes, the receptionist finally was at the desk and told us that it wound be well over an hour until someone could help us.. Acthally made a face and smiled when she said it.. We are doing a complete renovation of our master bathroom.. Fergusons won't get a penny of our money. Not today, not ever. read more

Bought oven there. Day of delivery, over an hour late..plus they handed off delivery to a third person. No call when delayed... i had to find them after repested texts to them. Appliance shows up. DOES NOT WORK. So another week or so delay. Sent 5 emails over 10 days, NO RESPONSE. After the sale, horrendous customer service. read more

We have bought appliances from Factory Direct on the past and have been pleased with the products. However, we have been less than impressed with their customer service. We built our house and bought our appliances through Factory Direct. The microwave was not installed properly and the vent blows out onto our range top instead of being vented out. We had a one year warranty and tried to contact them numerous times. We have left messages with the installation people but no one would return the phone calls. When talking to a salesperson, they would just transfer us to installation again. It has been months now and we have been unable to resolve our issue, even though it would have been an easy fix for them. read more

Disappointing on multiple counts. They seemed like a good choice in the beginning because they have their own install crews unlike the big boxes that contract out and underpay installers. But they called a couple of days before install and said the W/D pair I'd ordered weeks before was now "backordered indefinitely". This totally screwed me on the dates and I ended up having to get a different set from NFM (did have a great experience with NFM including next day delivery.) Next, Factory Direct showed up with a damaged dishwasher. Their crew either damaged it or failed to check it before, and it was also special order so still waiting on replacement. We'll see how that works out, but it's another blown timeline. They were willing to match some big box prices but not all. In retrospect Home Depot couldn't have been worse and I probably should have just gone to NFM for all of the appliances from the start. Would not recommend or use Factory Direct again. read more

We moved into a brand new house and purchased all our appliances thru Factory Direct. Our builder suggested them so we decided to buy them there. The salesman seemed like a typical salesperson - working on commission. We were just a number. During our inspection we noticed they installed a dishwasher with a dented door. It was obvious so the installer should have noticed. The morning we moved in they replaced with yet another dented dishwasher. We haven't dealt with the second dented dishwasher yet. About a month after we moved in, our refrigerator stopped working. BRAND NEW REFRIGERATOR. Fac Direct told us to call Whirlpool. We did and 5 days later Whirlpool came out & told us it was the compressor and they had to order a part which would take another 5-7 days. We called Factory Direct immediately to get a brand new refrigerator. The said they could deliver a new one in 5-6 days. After several calls (and arguing) we told them we wanted to return it. They told us we would have to take the refrigerator to the garage and they would load it up from there. Yet they brought it into the house and installed it so that made no sense. More arguing occurred and finally they sent out a new one 2 days later. That is a week without a refrigerator for 3 adults. That is NOT easy. PS, they sold my sister a used dishwasher claiming it was brand new. I didn't know that beforehand or else wouldn't have purchased from them. I would give them 0 stars but that is not an option. read more

The store was very clean and well organized. However, we received terrible customer service (no service provided). As soon as we walked in every available sales associate just stared at us, no one offered to help. As we were walking through the showroom, one sales associate ( I won't name names) would not even move over so we could get through an isle. He just stood there and carried on a conversation, with another sales associate, and ignored that we were there. As we squeezed passed him, making sure to politely say "excuse" us, still nothing, totally disregarded us. The staff was so intentionally rude, I've never experienced anything like it. It was so thick. It reminded me of what my grandmother said it was like for African Americans during the 1960's. I hI rarely write reviews unless they are positive but this had to be said. When we were leaving the front receptionist (who was not there when we arrived) could tell we were unhapppy and asked if we needed help. She seemed descent. I wanted to tell her about our experience but my husband gave me that "don't even go there look" so I just said, no thank you and we left. NEVER to return. Minorities beware...do not give this place a dime, because they clearly want US in there space. Update: I went back to the store....they clearly read the review as the store owner indicated below. We were promptly greeted and service was much better. I saw the same associate that was disrespectful last time but did not deal with him. Bumping up the review 2 stars. read more

Have built two homes and used Factory Direct in both and they were excellent. Have no problems with them at all. Great to work with. The sales staff is knowledgeable and courteous. Thank you Factory Direct. read more

We purchased a gas cooktop and downdraft fan in December 2019 but it did not get completely installed until February 2020. Six service calls were needed to get both installed -- between purchase, ordering of the wrong parts, inability of the service team to do the installations and finally to do the installation. The ordering of the wrong parts for the downdraft was perhaps the most unnerving. First we had to have our countertop cut (at our cost) because the team measuring for the cooktop and blower measured wrong. Then the home office ordered and sent the wrong blower for the downdraft. Next, the wrong parts were ordered for installing the downdraft. After we got the correct blower, another wrong order of parts for the assembly delayed the installation yet again. Finally it all came together when techs Gene and Carl were able to install the downdraft and cooktop. We have used Factory Direct before and had good luck; this time, however, was a disaster from step one. The only redeeming aspect for Factory Direct is that they did not charge us for wrongly ordered parts. I'll probably look elsewhere next time I need to buy a major appliance. read more

When building our house 3 years ago, we had to use Factory Direct for our appliances, and I really wish we could have gone somewhere else. The people (sales staff, delivery guys, etc) were nice enough, but the quality of the products has been a huge disappointment. In just over 3 years since we bought all of our appliances (range, dishwasher, microwave, refrigerator, washer, and dryer), everything but the washer and dryer has needed repaired or replaced; some of them within the first year. Some of the repairs occurred within the warranty period (thankfully), but we are past that point now, unfortunately. Granted, we didn't buy the highest end models, but we didn't get the cheapest stuff either. I just find it odd that 4 out of 6 brand new appliances have stopped working in the first 3 years of use. I expected to get more than a few years out of the appliances. I know of several other people that had to use Factory Direct that had similar problems as well. Maybe they're getting factory refurbished appliances or the stuff that doesn't meet quality standards, who knows, but we are incredibly disappointed in the quality of the products we received from Factory Direct. read more

One of the absolute worst customer service departments I have worked with. I will make sure my company ( which is very large by the way) never ever purchases anything from here again. For starters we have had this dishwasher for less than 6 months. It is only ran once a day and has broken twice. The first time it took over 6 weeks to get a part in and then another week for them to install it. Now it is broken again doing the same thing as before and I scheduled an appointment a week ago just for them to call me and tell me my technician is sick and they have to reschedule us for tomorrow, but we won't be an early appointment because we're inconveniently located? I'm sorry that our location doesn't work out for you, but this reschedule is not our doing so why are we being punished? Randy informed me that it's basically I needed to deal with it and that his technicians needed to service their scheduled route first. He then proceeded to not have an explanation as to why we are being pushed to the end of the day. I then told him that we will no longer accept service techs after 12pm as they are a distraction to the day and he said we can't do that because his techs show up when they show up. Then he hung up on me. Idk about you but if I were to ever ha g up on a customer I wouldn't have a job. Must be nice to be able to just hang up on people because you don't feel like doing your job. read more

We purchased stove, refridgerator, and dishwasher from Factory Direct some 5 years ago (approx $4,200 total). All was fine until the dishwasher quit working some 6 weeks ago. Getting service from FD is like pulling teeth. Took over two weeks to get a technician to come and diagnose the problem ($109) but he did not have the part - had to be ordered. Two weeks later, no feedback so I called to see if the part was available - which it was. (Seems like they could have called to let me know) Now it will be two more weeks before a technician can come to install the part (more $$$). Frankly, the customer service department acts like they could not care less. I guess once the warranty is out, the customer is out of luck. Next time we will most likely look for a different service company and this will certainly influence any future appliance purchases. read more

My Husband and I remodeled our kitchen, and brought all our appliances from Factory Direct. Any minor issues we had with the appliances Factory Direct took care of immediately. We did take a extented warranty on our Paykel dishwasher because of the repair reviews. I am glad we did, because we had many repairs. Factory Direct Service Department did the repairs on the Paykel Dishwasher. Because of all the repairs, Factory Direct Service Department contacted the Paykel District Rep without my knowledge. The District Manager contacted me directly about the many issues. I decided not to exchange for another Paykel Dishwasher, and Paykel reimbursed Factory Direct for their cost . Factory Direct reimbursed us within a month for the amount we paid 4 years ago for the dishwasher without a problem. The customer service and service department is why I would buy from this location again.. I have never experienced this kind of customer service from both departments. In addition, Our sales person was Daphne Briar. I would highly recommend her. She listened to our needs and never pushed one appliance over another. Any questions or concerns Daphne took care of it immediately. Doreen read more

Remodeled our kitchen and purchased all our appliances through Factory Direct (Refrig, Range, Dishwasher, Microwave, wine cooler and oven) and if we could do it over again we would NEVER work with Factory Direct. We were not directed correctly by sales reps and the follow up, if you left a message, was non existent. In less than 45 days our Thermador microwave is not working and we were told service would call us back. After following up 3 times over a week we still haven't heard from service. We spent a lot of money if we had to do it all over again would NEVER spend it with Factory Direct. Go elsewhere for appliances. On top of this their delivery and installation crew didn't install the dishwasher to code and we had to pay ~$100 to have a plumber do it to code. We would told a refund is coming but we have yet to receive it 4 weeks later. Extremely disappointed in our experience. read more