Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on May 29, 2024. Some of my items have not been shipped as of 11/10/2024. I called several months ago and they said they are on backorder from the manufacturer. Yet, when I look up some of the item numbers on other sites such as Amazon, they are readily available. I tried to cancel the order by calling the number and using the online chat. They refuse to cancel my order. The wait times to try to get to someone are over an hour. There is essentially no customer service. I want a refund so I can purchase these items elsewhere. This company is obviously a scam and has no intention of sending me my stuff.

  Business response

  11/11/2024

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you with the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New home build. The kitchen appliances were purchased from Ferguson Kitchen & Bath. The freezer door has several small dents. Ferguson was notified prior to the warranty expiration date. Ferguson refuses to honor the warranty for cosmetic damage. They have stated in an email damage for cosmetic issues has a thirty day warranty post installation. I notified K2 the home warranty company and Ferguson prior to thirty days after install. I'm requesting Ferguson Kitchen & Bath honor their warranty.

  Business response

  10/21/2024

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you with the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase Date: August 3 2024 Product: Fan - MinkaAire Skyhawk 60" 3 Blade Indoor Ceiling Fan Sales Rep/Showroom Consultant: **** ******* Showroom Manager: ***** ******** Issue: Size of fan does not provide adequate air movement in living. At initial meeting, we discussed the concern of having a large room and and adequate fan. We even showed the dimensions and floor plan of the living room* **** indicated that the 60" blade would probably work. Return Policy: We specifically asked if we could return the fan given our concern of the size. She indicated that we had 30 days to return it. She did not specify that it could not be exchanged if installed. She also gave us the name of an installer. There is no written document indicating that an installed fan cannot be returned. Follow-up Communication: After the install, it was clear that the fan was not adequate. **** said that she would speak to the manager and discuss an exchange. I requested speaking to the manager. He sent an email indicating that they would not exchange it even though I clearly indicated that Rosa did not tell us about the company policy on returns. He did indicate they would provide a discount on a new fan. A discount on a new fan is not enough. We had to pay for the initial install of over *****  Buying a new fan, even with a discount, would add another installation cost of about ********* because of the size. The cost of the installation alone would be roughly $*** ** **** which exceeds even the cost of the new fan.

  Business response

  09/09/2024

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you with the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

  Customer response

  09/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint to express my disappointment in Ferguson Enterprises for failing to stand behind the products they sell, particularly regarding a defective U-Line Ice Maker. On November 6, 2023, I purchased a U-Line Ice Maker from Ferguson for $********, including $*** for installation. The unit was installed and began operation around November 20, 2023. However, on July 5, 2024—just over seven months later—the ice maker displayed an error message, and I had to initiate a warranty claim with U-Line. Despite Ferguson’s size and reputation, the support I received has been inadequate. After contacting U-Line, a technician determined that the compressor, a critical component, had failed. Although the parts are available, U-Line informed me that it would take an additional 3-4 weeks for shipping, plus more time for installation and testing. This means I will be without a functioning ice maker for nearly three months. When I requested a replacement unit or a refund from Ferguson, they informed me that they do not have the authority to dictate replacements and that the decision lies solely with the manufacturer. I find this response unacceptable, as I purchased this high-end appliance from Ferguson expecting them to support me in case of defects or issues. Ferguson’s refusal to stand behind the products they sell and advocate more forcefully for their customers has left me frustrated and disappointed. I chose Ferguson over other retailers because I believed they would provide better support, especially for a premium product. However, this experience has shown that Ferguson is unwilling to leverage its influence with manufacturers to ensure customer satisfaction. I am requesting that Ferguson take responsibility for the products they sell by either replacing the defective unit, providing a full refund, or offering substantial store credit.

  Business response

  08/19/2024

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you with the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

  Business response

  08/26/2024

  This warranty issue is between the manufacture and customer.  The manufacture issued a replacement noticed last Friday already and serviced has already been in touch with customer.  The time frame of the replacement although the customer is not happy with the two week wait is between the manufacture and customer as well.    Local team has already confirmed this information with customer already.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were not aware that there was a separate person to come and install the product, after being on the phone off and on 4/5/24 from 1040am to after 3 pm. I feels that the ball was dropped the rep that we purchased the item from in the Va Beach store left the company. The customer service lacked contact relied on emails instead of phone calls. Never were we told that it was 2 separate people that had to come, and was assured that it would all be handled with our rep and kitchen remodel company. It was to deliver on 4/2 which did not happen. Rep from remodel company went to the showroom and I assume made arrangements for it to be delivered on 4/5 why on earth would deliver the frig stove without installing. We had already made arrangements to have the old frig removed. Upon delivery the handles were not even put on they left a frig at the home for an ** *ear old women to reach above her head to open the doors. She has heart and other health issues. I was infuriated I live 8 hours away unable to help. Started calling Ferguson to get a rep to come and complete the install, I spoke to install, customer service 3x none returned my call as the said they would with a solution. Only after the rep from the remodel did I get a call from Newport News at this point I did not want to why this happened I wanted it fixed. Bottom line they dropped the ball and I asked for a refund of all delivery charges $****** To date this has not happened.

  Business response

  04/08/2024

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you with the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

  Customer response

  04/10/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Malfunctioning ********** *** *** *ange/oven : *********** **** /23- dented oven door attempt to replace; replacement also dented 9/21/23 - replaced dented oven door 12/18- oven tripped *** breaker during self clean cycle; appliance tech ordered NEW harness 12/28- differenet appliance tech ; refused to install harness; said needed dedicated circuit to oven 1/15- dedicated *** circuit run to oven - oven still not working 1/30- appliance tech does indeed install harness ; oven has power 2/3 - customer attempted to preheat larger oven ; does NOT heat Countless hours of emails, phone calls, tech visits, electrician visits, drywall repair , painting etc etc I would like a new oven, higher level assurances that the new oven is fully functioning and installed properly, and monetary compensation for TWO months without a functioning oven in my brand new home.

  Business response

  02/07/2024

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

  Customer response

  02/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  We have already been in contact with:

  Michael Jones
  Senior Residential Builder Account Manager

  I would like to please ensure that whomever is addressing this complaint be someone in addition to Mr. ***** as he has not been able to offer any effective assistance to date.

   

  
  Sincerely,
  
  ******* *********

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered all new ** ******** kitchen appliances from Ferguson early in January 2023. Total cost $******. They were delivered 7/31/23. So far, so good. I also paid Ferguson ****** to install the appliances. That happened 8/23/23. There are more details but the bottom line is the appliances weren't installed correctly. Here are the issues: Wine fridge 1. The panels for the middle and lower drawers came off last night. The middle one came off the first time I tried to open it. The lower one lasted two pulls. 2. The wine fridge is making way too much noise. I can hear it from my office. I thought it was the pool equipment at first. Certainly more noise than my $*** **** ***** wine fridge made. 3. The ice maker is not dispensing ice. It is on and has been on for about 24 hours but no ice Fridge/freezer 1. The water line must have a pinch because when the ice maker pulls water it makes a noise I can hear from my bedroom. Also the freezer door is warped. At first I thought it was the panel front, but looking at it more closely, the entire door is warped. Also the freezer door panel front is missing mounting clips that are in place on the fridge door. Dishwasher 1. So many problems. The second drawer falls down to the lower level. The third level falls down to the 2nd level. The panel front pulled off the first time I pulled on it. It is now 9/21/23 and these issues haven't been resolved. One Ferguson team came out to take a look. They seemed knowledgable but said they couldn't fix the ice maker on the wine fridge and needed parts for the dishwasher. So they said a maintenance company would need to come out. Ferguson is basically taking the stance that their job is done and these are maintenance issues and are kicking it over to ** appliance maintenance repair companies. Two different maintenance companies have said they are coming out but neither one has showed up..

  Business response

  09/22/2023

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

  Customer response

  09/22/2023

  
  Complaint: ********
  
  I am rejecting this response because they only responded saying they would forward to a manager.  no action has been taken.
  
  Sincerely,
  
  ******** *****

  Business response

  09/27/2023

  The manager of the branch states "I’ve spoken with this customer. I will follow up with him after the service call to see if everything was repaired. I am also working on some sort of refund."
  
  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought 6 Modern Forms fans from Ferguson, with optional rod extensions. Returned rod extensions to ****** *****. Ferguson has denied us reimbursement, and essentially has stolen our money. Direct contact with company has not yield anything. Unacceptable and unprofessional.

  Business response

  09/22/2023

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; This is a duplicate complaint to complaint ******** filed on 9/21/23. We deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

  Customer response

  09/24/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Did not complete installation of all the appliances I bought and paid for. Did not remove all the appliances I paid for. Last appliance delivered only. I paid an additional amount to ensure the equipment would fit in my condo and to have the old appliances removed and new ones installed. Initially, their installation order on 6/2/23 indicated they delivered all appliances, but that was not true. The Washer was not delivered. I pointed this out to them and was reassured it was a systems process error and that the remaining washer would have a new installation and delivery paperwork. Well, the new washer was just dropped off- no install and no removal. This is the culmination of waiting several months for this washer. The delay was not caused by delays by ******** as this was the 3rd washer delivered to Ferguson to fulfill my order. Ferguson indicated the 1st two were damaged. I believe they were damaged by Ferguson staff and as they claim. The last washer sat in a regional distribution center and I believe it was transferred over only when I started to review alternative retailers whom indicated they could have the same washer delivered and installed in a week versus 5 months. So, I want compensation for their poor post sales service.

  Business response

  07/27/2023

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have purchased plumbing supplies(bathtubs, faucets, sinks etc...!) with our builder recommendation from this facility. We have closed on the house 12/15/2021. In mid may 2022, I noticed the color of the faucets changing, I reached out the Ferguson plumbing, they keep me on hold for hours. I finally got to someone with name Cindy, she promised to get back to me with the name of the manufacture and to resolve this issue, she never did. I have tried on multiple occasions to remind her. I have yet to hear from anyone. This is an issue it should be resolved

  Business response

  07/26/2023

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided.  You will receive a response from a manager within the next 1-2 business days. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩