Friendly when shopping appliances for a new home. Very quick to take your builder's check. Non-responsive when customer issues arise. We've been waiting 15-months for our Wolf Pro range and Thermadore French Door refrigerator kickplates, and to fix improperly installed Wolf stovetop grate pads. These are top-of-the-line appliances with substandard service after sale. Simple ask. Warranty process is a joke. Worse yet, ghosting is a regular occurrence with our assigned representatives...20 plus calls. Emptor caveat. read more

Ferguson HQ does not know what customer service is, or how to answer a telephone. no one in the central office has answered any of multiple calls; this happened during our order phase, back order period, and now during our warranty repair need. Now the good news: My plumber gave me the name of his outside sales contact, Hunter. Hunter responded to my call within 10 minutes. He wasn't connected to our original order or shipment, But he helped educate me and offered to connect me to the person who could help on the replacement. He went above and beyond. Thank you read more

I called them 5 times. The first 4 times I heard them pick up the phone and then hang up on me. Apparently I was annoying them? The fifth time they picked up the phone and set it on the desk and left it there, apparently so I couldn't call back and "disturb" them. Apparently they don't need customers..... read more

A year after having a disappointing experience here, we gave it a second try--only because we have a huge kitchen project, and the non-Big Box options for kitchen lighting and appliances are still somewhat limited in Knoxville. This visit was the opposite of last time, I am relieved to say. We were greeted and offered help as soon as we walked in, and they offered no pressure when we preferred to browse without assistance. Twice while we were there different sales staff checked in, but again they were solicitous but not overbearing. The showroom is stunning and spacious and offers customers the best selection of higher-end appliances and fixtures in this area, although you can find similar quality lighting at other local showrooms and galleries. The prices are steep, so don't go in expecting any great bargains. This visit made me hopeful that management has addressed the customer service issues that marred what was otherwise a key design destination for builders and renovators. read more

Bought a ceiling fan for our outside pavilion. We were explicit about its outdoor location. After first rain, did not work. Called the manufacturer and they said it was never meant for an outdoor location. It's damp proof, not water proof. So I went back to Ferguson's Knoxville to talk about this fan and getting a proper fan. They said I could ONLY work with the manager, not even look at the proper model. She is never available and I have left messages for two weeks now. No response. read more

Communication was non-existent. My hood (on low) registered 80db's which rendered conversation impossible. Wouldn't send anyone to view/listen. No repair offered. Had to pay to replace after 6 months of use (and runaround.) read more

Love the fixtures and design ideas. The staff really know their stuff!! Remodeling a Bathroom or Kitchen really is exciting but can be totally overwhelming when it comes to the fixtures and how they function! Kim was super helpful in helping me choose the look and price point that suited my vision! She definitely knew her inventory and was quick to show me items that I was describing. I would definitely make an appointment and chat about your project and let them help you sort out the details! read more

Beautiful displays. I'm sorry if anyone did not have a good experience. It was not like that at all for me. I was greeted and asked if I needed any help and a saleswoman gave me a print out of the item I was interested in because of uncertain dimensions. very beautiful products and very helpful experience. I have sent other people to that location. read more

Love the store and beautiful fixtures, but once you leave, good luck! I was pretty sure I had decided on a high-end appliance but wanted to research it some more before paying that much. The staff member assured me I could call back and order over the phone. I tried several times a couple of hours later and the next day. Her voice mailbox is full :( so I left a message with the operator *and* sent her an email. There is no other way to leave a message... think they'd fix the general voice mailbox so customers can leave a message to get ahold of someone!! Guess I'll go back to the showroom next week and the hefty commission goes to whoever I find. read more

I was told to come in here and boy am I glad I did. This place is drop dead coolness!! They have light fixtures I have never seen before. Beautiful!! Every kind of sink fixture/shower fixtures. The prices are alittle high but not as high as the displays they have that came from here in the Tile Shop. Imagine that. The staff lets you walk around without bugging you for a sale, I like that. Very friendly and helpful. I have a big project ahead of me...I'll be back! If your looking for extraordinary, this is it. Love it--- read more

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Highly recommend this location!! Juda in the appliances, Sharon T in lighting area and Cyrus with plumbing...they know their stuff and more importantly, when they don't know....they connect us with the person who does instead of giving a poor answer. The selection is great and there are MANY products on the showroom floor. They have a working kitchen a number of non-working displays as well. It really is best to make an appointment and spend dedicated 1:1 time with a representative, however our first visit was a 'wandering' time on a Saturday and we were glad to have familiarized ourselves with the showroom and offerings there before sitting down with someone to discuss options. The coffee machine on the way in is a favorite stop for us before we head to the showroom floor. Really great service and prices on par with the other providers of high end appliances and fixtures. read more

Ferguson Home - Working kitchen - cookies smell great! - Kitchen & Bath Near Me - Knoxville, Tennessee

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In the showroom face to face the person was helpful and polite. With in 24 hours I received an online survey which I completed and gave excellent ratings. Then had to call and email numerous times before even getting a response. Then finally got my quote which was incomplete and not done correctly, was promised to I would get a complete quote and never did. I tried to call and left messages, sent emails and a week later have no response, I even emailed and said I would like to order the tub and have got no response at all. Terrible customer service after the initial contact. read more

We moved from PA to TN and used to do business at the Ferguson's store in PA so we knew we could find good quality appliances. While we appreciate not being jumped on by a sales person immediately upon walking in the store......we were there for a half hour looking for someone we could ask questions to, and no one asked if they could help us until we were walking out of the store. Sales people just sitting at the front desk doing nothing. We are looking to remodel our new home's kitchen and bathrooms, so they just lost some very good customers. I didn't need free stale cookies, I needed a knowledgeable sales person. What a disappointment!!!!! read more

My wife and I are in the process of remodeling our bathroom and our contractor suggested we tour the Ferguson showroom in Knoxville to view fixtures. We entered the store with our three children and were literally scowled at by the woman who "greeted" us at the door. I am not sure whether it was the fact that we had our children with us or some other visual cue that caused the staff to treat us so poorly, but we certainly felt as though we were inconveniencing them. I understand it is not ideal to bring three school aged children to a store such as this, but we had a hands behind the back rule in effect, so our children were not touching anything. We do not require a lot of attention, but definitely do not appreciate being made to feel that we are unwelcome. The showroom is beautiful, but unless the staff gets a better attitude, I would recommend spending your dollars somewhere that they will be appreciated. read more