I had an appointment and visited the Ferguson showroom. The rep said she would send me details on appliances I liked for kitchen remodel by the next day. A week passed with no word. I emailed her. She said she was busy but would get info to me and help with my decision. Another week passed. I'm trying to finalize a complete kitchen remodel. I purchased $15,000 of items at the competitor. I'm not shopping at a store that apparently doesn't need or want my money. read more

Only if you have an appointment. We were not offered and customer service when we stopped by.

This account is purely informational, not a negative review, regarding order number 6884697-Richmond. - On 6/25/24, I called the Ackley location to request the purchase of a cafe oven. - I received an email from the sales representative with quote 205, stating that a document requiring my signature would be sent to me. I did not receive it that day and emailed the sales rep inquiring about the timeline for the document. - On June 26, 2024, at 8:56 AM, I received an email apologizing for the delay. The document was signed and returned. - At 9:14 AM, I received an email requesting payment. - By 9:48 AM, I received an email receipt confirming the order, with a note that the Post Sale team would contact me soon, thanking me for my business. - At 10:11 AM, the assisting sales rep emailed me requesting installation information. - I replied with the requested information at 10:21 AM. - On July 1, 2024, at 3:14 PM, I received an email requesting a pre-site check. - My wife responded at 6:07 PM, stating our availability and mentioning our upcoming vacation. - The next day at 8:31 AM, I was informed via email that our availability did not align, but was assured someone would reach out shortly. - On 7/8/2024 at 10:09 AM, I emailed the sales rep again to request an installation site visit and CC'd the first sales rep. - On 7/9/24 at 8:38 AM, we were informed that the sales team would reach out to the installation team. - That afternoon at 4:19 PM, I emailed the sales team to thank them for their feedback and provided my personal number. - On July 10, 2024, at 12:54 PM, I contacted the sales team again to request a timeframe for the call from the installation team and received both an email and a call that day. I was told the pre-site visit would be on July 19th and the installation on July 24th. - The pre-site visit on July 19th went smoothly without any issues. - On July 22nd, I received a call stating the installation would be on July 25th. I informed the caller this was incorrect, and they said they would do their best to meet the previously given date. - On July 24th, I received a text that the installation team was on their way. I called the installation representative to confirm, and they stated it was correct, although they had not yet called me. To be fair, only a minute had passed between the call and the text. On July 24th at 12:23, the installation team arrived and began removing the old oven. They brought in the new oven and started the installation process. That's when I noticed it was the wrong model, prompting the sales representative to make a call. The installation team informed me that I might be able to use this oven temporarily while they order the correct one, considering I was without an oven. Later, the sales representative called me to admit a mistake had been made; they would need to uninstall the oven they had just installed and put the broken one back in its place. This is my review. I am extremely upset, as you can tell from the above, due to a terrible experience. I believe more should have been done to retain my business. The only options presented to me were a full refund or an additional week's wait, which was very disappointing. Despite my instructions to several individuals not to have the primary sales representative contact me, they still did. When I inquired why she called after I specifically requested not to be contacted, the response was that they simply wanted to rectify the situation. When the supervisor called me as requested, I shared my complaints. She criticized the installation team, mentioning they are behind but improving, and commended her sales representative, saying she is usually very efficient. I would have expected someone to reassure me about my purchase. read more

I don't know what is wrong with Ferguson in this State -- lack of competition maybe? I went to the local showroom to look at kitchen faucets. There was a customer service person at a kiosk at the front and after waiting a bit to get her attention, I asked where these were located. I was looking at their display and noted several employees who were not with customers and a few who were with customers. The employees without customers did the "bad wait staff" move of avoiding eye contact and shuffling quickly past me, avoiding my gestures for them to pause for a moment so that I could ask a question. This was such a departure from Ferguson in California! I could stop in any showroom (but mainly in Santa Barbara) and I was treated wonderfully. I never, ever got an acknowledgement at this showroom. I walked back to the front and asked the representative where I could wait to ask a few questions of one of their staff: "Do you have an appointment?" No, I just want to ask a few questions. "Our staff are very busy, but I will see if I can find someone for you." Waited about 15 minutes. Again, noted several staff not with customers sitting at their desks or walking past. Rep comes back and says that they cannot possibly accommodate me but would contact me if I would give them my particulars. I gave them my name and phone number but not my email, because my email had just been hacked and I was still trying to sort that. I reiterated that I just had a few questions about the faucets which were on display (how was I going to do that over the phone?). "Sorry". Wow! If a Ferguson showroom that furnishes the likes of Oprah, Prince Harry and the Hollywood elite can greet me with a friendly hello and treat me like one of their millionaire customers, you think that Ferguson on Ackley could at least be friendly? So, did I ever get that phone call? Nope. Two weeks later -- crickets. I don't know what is in the air in Ackley, but some additional competition might just make you all a little bit more focused on people and potential clients. BTW, I went to the VAMAC showroom on Jacques and although they too were busy, I was treated like I was important to them. I ended up buying my faucet there and you can bet when I start my bathroom remodel, VAMAC will be providing my plumbing and fixtures. read more

I wish I could give a zero to this company. We ordered a ceiling fan With a downrod. They never said the downrod was back ordered 13 weeks, til we noticed it on our email. When we called right back to cancel, we were persuaded to pay $50.00 more for a downrod they had in stock. Then they said they they would cancel the first order. They didn't. They charged us for 2 fans & an overpriced downrod. When we called to tell them we had not gotten a refund they admitted their error but said (even though we recorded the call) since the label had been created for both fans they could not refund our money til the orders arrived and they were returned to them. More than 2 hrs.on the phone, people who don't know what they are doing, left on hold......... A real waste of time! This site is a massive waste and causes lots of stress. Incredibly disorganized, unreliable and we will NEVER buy from them again. read more

The showroom is beautiful and selection is great. However, the sales rep we dealt with made a significant error. She did not order the correct product we selected. Instead it was a product smaller in size, but higher in price which created a nightmare in our renovation. My mother recently renovated her bathroom and had the exact same problem with a different sales rep. The second rep also ordered the wrong shower head which again created an issue on site. The errors made by the Ferguson are not ones that such a well named company should be making. I would not trust them again to order the correct product. They brush off the error and don't seem to understand the issues it creates. In addition, they provide no proactive updates on back-ordered items. I find their customer service to be very disappointing and would not recommend them. UPDATE: I did contact Ferguson customer service about this problem prior to posting so I will not be sending Another email as the reply from Ferguson suggested. Also, I am still waiting for the individual who replied to my review to contact me. read more

Ball cocks, male and female adapters, flapper balls. No that's not the titles of bad pornos from the 80's! That's everything you can find at Ferguson bath and lighting showroom! Whether you're remodeling a bathroom or a kitchen or your husband thought he would play plumber and broke the faucet, they've got everything. This one on Ackley dr. is the biggest in the area and chances are if they don't have it they can order it and if they can't you probably don't need it! I go here for all my repairs and needs. The guys on the counter are knowledgeable and helpful. If you don't know they'll figure it out for you or offer free advise. The layout makes it easy to find whatever you need and the prices are right in line with the big box stores. Come check them out next time your wife watches HGTV and thinks you can remodel your whole bathroom in 30min! read more

Note: this is really two businesses In one, kitchen, bath and lighting showroom, and a full service plumbing parts warehouse. I have bought a few parts there for some small fixes around the house, or been there with friends when they needed some parts not available at big box stores for their projects. Staff is helpful and has resources to find replacement parts of even older faucets, for example. Most of there business is probably to plumbers but DIYers should keep it in mind. The showroom is nice and has some very high end stuff, as I recall like Wolf and or Subzero. read more

Great selection and knowledgeable staff. This is the 2nd time I've used them and both times the same outstanding experience. I'm renovating a 150 house and trying to make the bathrooms appear as they would have been when originally installed in the 1930s. Someone did a "modern" drugged induced hippie renovation in the 1970s (the only way you could tolerate the bathrooms is if you were high). Sorry, back to the review. Every time I'm there, I found the product that I really liked but out of my budget. The sales person spent a lot of time with me to understand exactly the style I wanted and suggested a much less expensive option without sacrificing quality. I am thrilled with the products and service. If you shop there, it's helpful to take magazines or photos of what you want. Don't run out the door in terror with some of the prices- they offer more affordable options. When talking with the sales person, be honest to discuss budget because they will work with you. Be mindful that these are quality products. While the prices are higher than the big box stores, the products will last much longer so they are actually cheaper. It's painful to spend a lot of money on a renovation and then after a few years, the finish on the faucets is wearing off and leaking. Go with quality products! Wow, I never thought that I could be so excited about plumbing products and bodily functions. read more

Ferguson and their employee Larry Revercomb made my visit seamless to pick out appliances for my new kitchen. I chose a Wolf Dual Fuel Stove and Bosch Benchmark dishwasher and refrigerator! Looking for to the install! Thank you so much Larry for explaining all the details to me! You ROCK!!! read more