Ferguson Bath, Kitchen & Lighting Gallery — Attraction in Lenexa

I literally cannot say enough about how bad our experience was with Factory Direct. For context, we spent 50k on appliances with these guys. Our customer service rep, Amy Mills, seemed disinterested and lazy- she did not return ANY phone calls, and when she called me to schedule I wanted to confirm that our appliances were going to be brought inside. She told me they would just be dropped at the curb. I asked if she could arrange to have them delivered to our kitchen as the fridge alone was almost 800lbs, stating I was happy to pay for this. She said she would “try to make a phone call” but if I didn’t hear back from her, to just “find some guys”. Um… ok… I spent my life savings on these appliances- and I can’t even pay to have them brought inside?! And please don’t tell me you’re gonna “try” to make a phone call if you have no intention. It wasn’t only this- everything came with missing parts- in fact the refrigerator, which took an entire year to be delivered, was delivered without shelves OR A DOOR! Ironically they are now telling me I need to pay for the door as an “additional part”, even though I paid for the fridge IN FULL a year ago. Since when is the door to a refrigerator an additional part? Unfortunately this is not a solitary event- multiple times they have tried to charge me twice for things or have claimed I didn’t pay for something which I had a receipt/date and invoice number for… if you do choose to use them, hopefully you never need to call them because their automated phone menu is a nightmare and it might literally take you upwards of 40 minutes to speak to anyone with even the first clue of how to help. Although I did speak to one Client Services rep, Ryan Bednar, who was excellent, the whole of my experiences with this company had been an absolute nightmare. I do not like to write bad reviews but I wouldn’t wish this experience on anyone- I genuinely don’t know how they stay in business. If you have another options, I...

We purchased a new home in May 2016. The GE appliances were sold and installed by Factory Direct out of Lenexa. In addition, we purchased a $2,000 GE refrigerator from Factory Direct prior to our move-in date.

The refrigerator was delivered but was never properly set up by the Factory Direct installers. The fridge was not balanced resulting in leaking doors and a frame that crooked when you looked at the door. GE had to send a technician out to resolve these issues.

In addition, the refrigerator was one year old in May 2017. We have had four several calls since purchase. It quit working after seven weeks and the ice maker system has been completely replaced (three separate parts) because each part failed after a subsequent part was replaced.

Factory Direct installed the gas countertop but never tested it. None of the burners worked when we moved in. Once again, a GE technician service call.

The microwave has failed and been replaced seven (7) times since May 2016. GE is as frustrated with these poorly made units as we are.

We were warned not to use the self cleaning feature on the oven because the coolings fans are prone to failure which in turn bakes the electronics.

We had the GE dishwasher replaced with a Bosch dishwasher prior to closing on the house. No problems with Bosch!

I have sent three letters to Factory Direct in addition to four phone calls and their response is "crickets". Their is no service after the sale. You are strictly another "sale" to them and what happens after the sale is no concern to them.

Two lessons learned:

Never buy GE unless you love service calls and the time lost and wasted waiting for a Technician to tell you that he'll have to order the parts and he'll see you in 7 to 10 days.

Buy from Nebraska Furniture Mart or a local appliance store. Factory Direct has no interest in maintaining or servicing their existing customers. You are...

Ferguson sold me all of the kitchen appliances for the home I built earlier this year, in 2024. They were installed when I was not in the home, which was not yet inhabitable. When I moved in, the drawer microwave as not closing properly, and I had to call a third party for repairs that took 4 weeks. The refrigerator was missing nuts/bolts for the middle drawer (not sure how that happened) and it took 6 weeks to get the replacement parts that actually/ fit, and then get them installed. Recently, I discovered that the/ door on the dishwasher is creased on one side, at the lower e nd. When I called about that, I was told that it was cosmetic, and than I would have had to report it within 30 days. I guess I was too busy dealing with issues with the refrigerator and microwave to see the defect. In the middle of all of this, I ordered a Blaze grill from them for my deck. I was clear witht he sales person that it was not a "built in" and that it was to be propane tank fueled. When it arrived and the installers came, they were unable to make it functional because they said it did not have the hose for the propane. It turns out that what they said was true, but they were unable to recognize that the unit that was delivered was a built in model, and intended for a natural gas supply. Not only was the order incorrect, but the installers didn't know the difference in the models. Never again can I recommend this group. I know the options are limited, even in Kansas City, but the amount of money I spent is not worth the incompetence and trouble.

Edit on 9/24/24 I did speak to Taylor at Ferguson and was able to get a replacement dishwasher. It did seem that she wanted to make things right, at least for the things she...