Ferguson Home — Attraction in Topeka

My husband and I FINALLY got a new refrigerator! We also needed a new dishwasher and purchased both at Factory Direct in Topeka. We placed our order May 30, 2019 and were told it would be in the following week maybe Wednesday. We decided to pick them up from the store instead of having them delivered. So we planned on Thursday since printed on the receipt was "Req Date: 06/06/19." When I didn't hear from them late morning Thursday, I called and was told that our order "will be in Lenexa on Monday." I asked to talk to the salesman, Carl. He had "just stepped out" and would be back in 20 minutes. I waited an hour and called back asking for Carl. He came to the phone and said the same thing that the woman had said about Lenexa on Monday, adding that it would be "here" on Tuesday. There was no apology for the delay and no apology for not calling us to inform us of the delay. I told him it would've been nice to have been called and informed of the change in delivery date. It is now Tuesday afternoon and not having heard from anyone, I called and was told that our refrigerator and dishwasher were in Lenexa right now and would be "here" tomorrow (Wednesday) morning. Again, no apology or phone call informing us of the added delay. I am so disgusted with this poor customer service by Carl and whoever else is responsible. I understand delays, but a phone call BOTH times should've been the proper way to handle this.Especially since I even said that last week to Carl about calling us about the delay. We have had to change our plans on picking up these appliances TWICE now- taking off time from work, moving appointments, etc. And the cavalier attitude is despicable. I expressed my disgust but there was no response- again not even an apology for the delay. Let's face it, they already have our money so they don't have to be considerate at all. We placed our order May 30th and it is now June 11th. And we still do not have our refrigerator and dishwasher. Shame on you,...

Not one to leave many reviews, but it's not hard to have some decent customer service skills. Like several other reviews, be sure to present yourself in a fashion that looks as if you have the money to buy at the top end. Went in to look at buying an entire set of kitchen appliances and got the cold shoulder. Worked with one gal who said she would write up a cost sheet for us and never heard back from her. Went back in to the store and talked with the manager who was also going to put together a cost sheet, but never got anything from him either. The third time i had to make a trip in i finally got a gentleman that wanted my business and worked hard for me. (unfortunately he is no longer working at Factory Direct). We received our appliances and needed some additional trim kits and was going to have them come out and install. Thankfully the gentleman that helped us was still around and got us set up. Due to construction falling behind we weren't able to install on the regularly scheduled date. When i called back to get this rescheduled i found that the gentleman that had helped us was no longer there. I then was transferred to the manager.... same story different day. Asked to have him call me back and got no response. Had to call in a second time and left another voicemail. This time he had another gal call me back. Own you management position and do the right thing. Again, customer service isn't hard. Very disappointed in the management and customer service of this store.

A couple days later: I did get a call back from the manager of the store and he apologized. I do appreciate him calling and owning up to how poorly the transactions had been handled. Hopefully in the future situations like this don't fall through the...

Very disappointed in Factory Direct with our latest dishwasher install. We bought a dishwasher in the Spring of 2021 and paid to have it installed. They were great at getting out quickly to get it installed. However, in the process of installation they turned off the hot water to our kitchen sink without us knowing. Our turnoffs are unaccessible unless the entire space under the sink is emptied and you have to crawl underneath to reach them. The crew hooked up the dishwasher and did a test run, said everything works and left. 30min to 1 hour later I go to use the sink and I have no hot water, not even a drip out of the faucet. Called them up, they denied ever touching it, husband and I looked everywhere and found nothing (plumbing is not our forte.) Had to have a plumber come out and get it working, and was told that the hot water was turned off. Factory Direct employees denied over and over it wasn't them, however that was a lie. Then I go to load my new dishwasher and the installers forgot to empty all the warranty and registration paperwork before running it. So now I have a brand new dishwasher full of wet paper all over the inside of the unit. The apologized, but oh well I guess I will just clean all the paper that is stuck everywhere and clogging things up! I then requested new registration paperwork from Josh. Well for 3 months Josh has done nothing to get that paperwork to me. I now have an issue with my top rack and can do anything about it because the dishwasher wasn't registered. I am beyond frustrated with Factory Direct and their lack of help. We have used them for years for appliances and I don't think that will be the case anymore, they took my money and...