Decade long customer, literally have spent tens of thousands with this local business. Had a model number for two replacement bathroom sinks, decision made, and went into store to see if the specific item was in stock. Asked an employee who was wasn't occupied to explain that was my question. VERY rude woman pointed to a sign about appointment only, and next appointment was end of March. Tried to explain I wanted to buy an item from their stock. Rude woman again said couldn't do it but had to schedule. Eight weeks away. Ok then, took my stock # to Lowe's, who were very friendly, and bought my two Koehler sinks there at 40% lower price. I'm tired that crappy, rude customer service gets blamed on staffing COVID issues. Done spending my money here. read more

We've used Ferguson consultants for our kitchen remodel (all appliances) and for our master bath remodel (shower heads & sink faucets). Each time they came through for us with great suggestions and insight for the remodel process. You have to make an appointment but once you're there they will spend as much time as you need. We were with Sarah for almost 2 hours today for the bathroom. Their showroom is great so you can compare the various brands. The consultant can put your selections into the build.com website and then you can go home and make your final decisions. Or you can let them place the order. I gave 4 stars because they only have two consultants at the Ann Arbor location so it's a week or more for an appointment. Aside from that I highly recommend Ferguson. read more

We purchased plumbing fixtures from Ferguson in Traverse City, Michigan for an extensive home renovation. The Blanco stainless steel kitchen and prep sinks were full of rust spots. Ferguson took no responsibility for the products they sold us. Our representative didn't return our calls and the store manager was difficult to contact. We were eventually told to contact Blanco. Blanco did not respond to our attempts to contact them by email and phone. When calling the customer is put on hold and after a long wait the phone disconnects. The sinks were expensive and we have wasted a great deal of time and aggravation to try and resolve the issue. The only option we are left with now is to contact an attorney and take it to court. read more

My husband and I popped into the store today to look at kitchen faucets, bathroom faucets, sinks, appliances, lighting, etc. We were there for at least 30 minutes with no acknowledgement from the staff. When I had a quick question about 2 kitchen faucets we were considering, I approached a woman busily typing at her desk. She cut me off and said, "We only do walk-ins on Tuesdays and Thursdays." So, I can't ask you a quick question then? She said, "Well maybe one to two quick ones." But honestly, thank you for being rude. I found the faucet we wanted on line for 70% of the in-store cost. Lesson learned ... don't show up without an appointment. Or just don't show up at all. read more

We used this establishment to purchase a sink and faucet for our kitchen remodel. The showroom experience was pleasant and informative and the product delivery was correct and on time. An enjoyable experience. read more

I am often described as "a tough customer" because I expect good service and can be demanding. I had to choose all the fixtures for a house I was renovating in Savannah. Thank goodness Sue Daniels was there to help me. She is truly an expert who knows every item in that store. She quickly keyed into what my style is and together we chose everything. She could be the best salesperson I've ever worked with! Becky Parr read more

I haven't actually used the sink and faucet I purchased from Ferguson, but wanted to write about my customer service experience. First of all, this is a high end store, not IKEA or Lowes, so yes things are more expensive. That said, there were definitely options for a reasonable budget in higher quality than you'd typically get at a large home improvement store. I did make an appointment based on my contractors recommendation, and was greeted promptly and warmly by the desk staff before she even knew that I had made an appointment. Sue, who helped me find and select my sink and faucet was warm, friendly, professional and knowledgeable. The showroom is beautiful with nearly everything displayed for customers to see and try out. It was definitely a good experience and Ill update my review once I try out the purchases. read more

Copied my Google review because this needs to be known far and wide! BASIC POINT: without some serious changes, don't bother going here. Went here a few times... sad tale. Some good people but one HORRIBLE one ruined everything. The first time we came here, we worked with a nice brunette girl with glasses (I lost her card - she was the shorter one with straight hair). She was so nice to us and treated us like we were really important to her, even though we told her we were just looking and getting ideas. She answered all of our questions, offered us coffee, even told us about checking out samples and had some really good advice. We told her we had to come back another time and really wanted to make an appointment with her when we returned, but she wasn't able to take appointments (I have no idea why not. She was so knowledgeable and friendly. Such a disappointment to have to go to someone else when she made us feel so welcome) but we tried again later, hoping to just catch her at the right time. When we came back, the kind young lady was working with someone else (we didn't make an appointment so we could try to see her again) so the woman at the front desk said she'd ask someone else to help us. The two other brunette women were busy with other customers so we waited for someone to help, and ended up with a very sour taste about the whole place. The curt blonde woman we ended up working with was treating my wife and I like we weren't worth her time at all. She was unprofessional, rude and seemed too busy to care about us. She didn't listen to us when we told her what we liked and continued to say things like "no, you want this one", even though we repeatedly told her we didn't like the styles she was pushing us towards. We kept getting the sense that she didn't like us and we both felt very uncomfortable throughout the whole experience. We told her we needed to think about our choices and went to browse around; my wife later heard her say something about us in a mean tone under her breath when we were in the back of the store. I don't think she saw us back there. Maybe she thought we left already. Heartbreaking experience. We haven't been back and we've told our friends and families about the ordeal. My wife (who cried in the car on the way home) and I were so disappointed with the whole experience. I don't know why that senselessly rude woman was working there, or why the kind-hearted young lady couldn't take appointments. The whole thing seems backwards and idiotic. What a terrible representation of a place we once thought so highly of. I hope they know how much business they've lost from that bigoted, hateful person and how much they would have to gain from promoting the girl who cares. read more

Very accommodating and helpful with guidance. Call in advance and make an appointment for best guidance. Both Debbie and Max were nice, helpful, patient -- great! I'm sure there's more great people but that's who helped me. read more

Working with a local contractor, DreamMaker, I wandered over to the Gallery to see their wares. As others have noted, the bright well stocked showroom offers higher end products that you procure through an appointment with one of the cheerful assistants. Also, as others have noted, the prices can be a shock. Returns are simple though very cumbersome and lengthy as one DOS screen passes into another, then another, then another. Nonetheless, a great place, ample parking and nice products. I recommend as a starting point when remodeling. read more

We really wanted to like this place. We really wanted to buy from them. The person we met with was very, very nice and really tried to meet our needs. We would like to have been able to reward that! The problems at the store are not a store problem - the people are VERY nice. It is a corporate 'how they go to business' problem. After a few trips to the showroom, we have concluded that 1) the retail end of this business is simply structured ineffectively and 2) we question how much longer they will be around given that their manner of doing business is awkward, beyond difficult for the customer, and does not allow their employees to live-up to the commitments they make. 1) If you work to earn the $ you plan to spend here, the hours make it very, very difficult to shop 2) Just try to get an appointment on a weekend. Literally takes weeks 3) Try to 'pop in' and have someone help you, you will wait a significant amount of time for someone to free-up (and I mean SIGNIFICANT) 4) Good luck if you are unable to finalize decisions in one trip. Apparently people do not work two weekends in a row so you either have to wait a few weeks between discussions, take-up with someone new (wastes my time and they are apparently commission based so not fair to the first person that helped us), or figure it out on your own 5) Stated prices are off the charts high - you may end-up paying a little less than stated price depending on your contractor's arrangements but even understanding what that alternate price may be is incredibly time consuming and difficult and in our experience, was not nearly as low as we could obtain the exact same thing from several other sources It is a shame. Their hiring practices are clearly good - liked all the people we met but corporate clearly does not have a clue about customer service or how to run a retail store. Save yourself time and headache and go elsewhere. read more

Walked in to see what was available. Very awkward-- no one said hello or acknowledged me in any way. I didn't even see any customers so.....Prices seemed sky high. Maybe I read it all wrong but since no one apparently cared or was there to help I left. Giving one star because the lighting was nice. I'll find my new home baths and kitchen somewhere.... read more

I'm sorry but worst customer service for the amount of money we spent on bathroom remodel. They are very unprofessional and do not return calls. We were told 2 weeks for everything to be delivered try more like 4 weeks and we had to drive an hour to pick up an item at the warehouse because it got lost. The tub faucet we purchased was broke and we couldn't get any assistance from the store or the manufacturer of the faucet. The whole process was a nightmare. Do not waste your time and money. Go to Lowe's, Home Depot, Menards or order from Wayfair. read more

We came in here to look at bathroom vanities in the showroom. Walked in and 2-3 associates were behind the front desk. Nobody said a word to us, even when we walked by the desk. No other customers were in the store. We finally needed help with a price and had to approach the desk and ask. There is a sign on the desk that says something about strongly suggesting an appointment... really? I consider that to be a pretty unfriendly sign to have on your front desk in an empty show room. I told the woman I had a question about a product, motioning to the other side of the room, and she stared at me and said "what's your question?" totally unwilling to walk over to the product until I asked her to. Terrible service, rude people. Prices were not cheap either. I can get way better service at Lowe's or any other big box store! read more

I also had a similar experience with poor service. The faucet and shower head that I ordered from Ferguson was expensive and arrived at my home with a vital piece missing from the box. When I went back to Ferguson I was told to call Kohler. Ferguson said they would have to charge me if I re-ordered it from them. Next time, I will order directly from the manufacturer and skip the middle man and the huge markup. read more

After two years, two of the four toilets we purchased at Ferguson are not working properly. Water is constantly running and they need to be shut off at the floor after each use. These toilets were not inexpensive, mind you. And one of them has basically never been used, as it sits in the upper, unoccupied, part of our home. After talking to Ferguson today, I was told there is no warranty for such items and I should basically "call a plumber." We lived in our previous home, with three kids using the facilities, for ten plus years and never had to replace the insides of the toilets. Disappointed in the quality of these and was told that as an alternative to calling a plumber I could call the manufacturer(s) - Kohler and Mirabelle. We didn't buy them from the manufacturers. We bought them from Ferguson. Not a great response after we spent a lot of money there having them plumb our entire home. Have friends building homes in Northville as we speak. Will definitely steer them elsewhere. read more