Ferguson Home — Attraction in Brookfield

We had an overall negative experience Staff was not helpful and did not seem to care about helping.

Given the store's response below, I will leave my original comment as is above but lay out what happened for clarity.

My wife and I visited this showroom about two weeks before and walked in and nobody was at the front desk. We went to a customer service person and consulted with her. She was helpful, but essentially told us that we should come back some other time with items selected from the website and someone would help us locate those items (or something close to those items) in the showroom. She did not mention we needed an appointment or that just to be safe we should set an appointment if we wanted to speak with someone else the next time we visited.

We arrived again about two weeks later with all of the items we wanted selected from the website and this time there was a person at the front desk. She asked why we were visiting and I explained the situation. She said that we needed an appointment and would not be able to see anyone. She acted like it was a major breach of decorum for us to not have made an appointment. Her attitude and the situation was frustrating to us based on our previous visit where nobody told us we needed an appointment and there was not even a person sitting at the front desk.

After a long wait, the front desk worker told us that she would try to help us locate the items we picked out (which we appreciated) but it was clear she was not up to the task (which is understandable because she is working at the front desk and not a customer service agent). We told her that the arrangement wasn't working and we would like to work with a customer service representative. After another significant wait, she said someone was finishing up and would be with us in a few minutes. We sta]yed because we had the impression that a customer service representative was going to work with us to find what we pulled from online/answer our questions. Despite our initial frustrations, we felt happy we were going to see a customer service representative and get all of our questions answered. We then waited for about 10 or so more minutes.

Then, a person (who I now understand to be the manager) talked to us and we began asking questions and he began to help us. He clearly knew his stuff, so we thought things were going well but then after 10-15 minutes (or so), the manager told us that he did not have time right now to answer all of our questions/help us and that we should set up an appointment. At this point, we felt misled because the person at the front desk told us we were going to be able to talk to someone to help us (which we took to mean help us fully) not that someone was going to be able to talk to us for 10-15 minutes before telling us the exact same thing we were told 45 minutes earlier (which is they were too busy to help us) and to set an appointment for the future. Overall, we spent approximately an hour at the store and barely made any progress on our bathroom remodel.

Overall, our second visit to the store was a frustrating experience and we decided to work with our plumber to order the material directly from the manufacturers instead of dealing with the...

I am in the process of building a house and my builder contracts work with Ferguson and I can’t pick my appliances and plumbing also lights but from them . I had to work with three employees from each department since I live in another state and must make my choices before travel . Oh boy the experience I had !! This is supposed to be a luxury store . The receptionist did not even say hello !! I had two daughters came in different times to help me pick said the same thing !! No greeting.. sales staff you come to sit with them no greeting at all .. one of them offered water ( thank you ) the attitude those employees give you makes you feel they are making you a favour by giving you their time . Not that I am the client who they are going to make a commission of and they get paid to set !! Open a computer screen I already did at home and all I need to say this .. none of them had the knowledge with stock or has a creative or quality taste .. they have no idea of customer needs or value to a knowledgeable educated opinion they were like robots . Actually I take that back ! Robots are programmed to say hello and sorry . I never ever felt trapped to deal with a store with such poor overall customer service and forced to waste my money in it . They are overpriced in most requested items from consumer book from $100 -$1500 and when asked of such the answer !! Will give you a builder discount.. if I can give zero on rating and no star and steer people from walking into the store from how poor was my experience yesterday. I am so disappointed and frustrated. Note !! They have nothing in the showroom from top rated on consumer ratings even they...

My experience at Ferguson’s would be described as the polar opposite of good service. I made one visit alone to get a feel for the products and then called the store a couple times to ask some questions. None of my calls were ever returned. I then met my designer there to pick out bathroom fixtures and it took forever to get pricing and details. Coordination and Delivery of Bathroom fixtures was a nightmare and took forever; so much so that I decided to buy all of my kitchen appliances elsewhere (where I got spectacular service and turn around). On my first visit with my designer I expressed to our sales person that I wanted a number of pieces (new toilets, refrig, stove, dishwasher, microwave, washer/dryer and some lighting pieces - probably $10,000 worth of merchandise). I don’t expect anyone to kiss my feet but some common courtesy, follow up and professional business practice might be nice. I won’t be doing business here again and have been told by two of my contractors that they do as little business as possible...