Ferguson Home — Attraction in Troy

The showroom is a waste of your time. We spent an insane amount of money (well for us, nearly $50k) on appliances for our new kitchen. I'm not sure how much you need to spend to get good customer service, but it must be more than $50k. We recieved some of the worst and most frustrating service ever, namely little to no communication. They fail to call or email you, and calling them will get you a voicemail nearly every time. The install team was timely and kind initally, but they now have also failed to communicate and connect with us to get the last item installed (BTW - each individual item had a couple hundred dollar install fee, but claimed they could only deliver and install when the entire order is in stock and they could do it all at once, for their convenience. For couple hundred per item, we expected delivery and installation as the items arrived at their warehouse. Some items were scheduled to arrive months apart. The people we were working with were aware the house is new and empty, and these appliances were holding up our ability to move in).

They have a great selection of products, but you're MUCH better off just ordering online (Build.com) and not working with the showroom staff. However, with that said, we will never work with Furgeson again; they made way too much money off of us already for what we got in return. All parties involved should be widely embarrassed, and Furgeson should seriously consider retraining absolutely EVERY ONE (they keep blaming the issues on their new system, though I havent figured out why it has prevented them from communicating better via email and phone), and hiring new management that actually manages their teams to ensure customers aren't left...

Great experience shopping for fixtures/tub/toilet/sink for our bathroom remodel, until you need help with a return and reorder. We purchased our items in February but, due to Covid, our bathroom remodel didn’t start until July.

We contacted our saleslady because the original pedestal sink we ordered was too big. We would like to return it, and reorder a smaller one. She sent us an email of 4 different options, all of which were too big. After leaving several messages for her to call us back, sadly, I had to contact the store manager just to get a call back from her to resolve our issue. Once she called us back, we picked out a new pedestal sink with her stating the sink was in a Kentucky warehouse and would take no more than 5 business days to ship to the Troy warehouse. (That nonsense of the initial call to her, to ordering a new sink took 8 days). In the email she sent us with our new receipt, she stated she would contact us once the sink came in, to set up a delivery date.

Two weeks later I call Fergusons to check on the status of the pedestal sink only to be told that yes, it was in, sitting in the warehouse.

By the time the sink was delivered and installed, we figured, due to the incompetence of our saleslady by not returning our calls, or calling us when the sink came in, she delayed the completion of our bathroom by 2 ½ weeks.

Dealing with another employee to get a refund for the original pedestal sink we purchased is another story.

If you love added stress/anxiety and have the patience of Jobe, shop...

Ferguson is a beautiful, well laid out showroom with lots of options. I appreciated the low pressure sales approach, not feeling hassled or pressured as the first two times we stopped in we were browsing, getting ideas and inspiration. We sourced our bathroom light here (a beautiful, unique Eurofase Botton Wall Sconce in Satin Gold). When we were ready to make a purchase we went right to the front desk and asked for an assistance from an associate who was very helpful. Would shop again for future renos. Oh, also the restroom is well designed and features items for sale throughout. I...