Ferguson Home — Local services in Carrboro

Cam here at the beginning of Dec 2020 to purchase a fridge. Worked with a sales rep on-site to purchase the fridge who processed our order over the phone (later on the SAME DAY I was there in person). While I was in the store she pulled the inventory told me the fridge was available but there were not many so we felt we should move quickly because we were trying to hit a certain timeline. I called back 2 weeks later to get a status of our fridge, thinking I should be scheduling my install date soon. When I called the same sales rep seemed completely caught off guard, and almost embarrassed she “had no update for me, and needed to look in to it”. To me, and I’m 99% sure, my order was never placed. She didn’t call back the next day, and I even called her back the day after that asking for a follow-up, when again it seemed like she had done nothing. She saw she had one in inventory & tried to contact that warehouse only to find it was unavailable. Overall I wasted 3+ weeks thinking I had a fridge and now have to start the process over. Had I not called to “check the status” I’m pretty sure I would have waited for months for a fridge - even though I provided my payment over the phone, address, etc. she NEVER said she would have to check to see if she could get it. She sold it to me as if there was no issue. She even told me that she would cancel my order if I wanted to buy elsewhere - rather than try to make things right. I truly don’t think she ever placed the order, there was no follow through. SO DISAPPOINTED in this customer service it’s almost an...

In December 2018 I purchased what the salesperson and I thought was a Franke faucet that swiveled between two bowls of our kitchen sink. It was always hard to swivel and the arm was short. Spray was fine. Questioning why it was getting more difficult to "swivel" in late August of 2020, I checked under the sink, discovered I was moving all the pipes under the sink as I swiveled the faucet. Yikes. Fortunately, on file, I had the very short pamphlet with token schematics and the Franke's packing slip with the date. I took that and photos to Ferguson, Carrboro. The manager, Chad, was most helpful. I told him I did not want him to ding the salesperson. We've worked with them repeatedly and they're very knowledgeable and know their business. They take time with the customer. The problem is the wretched schematics. Period. Chad looked up the faucet in the Franke catalog. It took some doing. He had to call Barry in Franke. Sure enough, I was sold a fixed faucet, not a swivel. With Chad negotiating with Franke, Chad explaining how difficult it is to interpret the schematics in the catalog, and then the meager, tiny, pamphlet, Franke exchanged the fixed one with a swivel. Plumber praised the quality of the Franke faucet. The pamphlet was zilch. Both Chad and Barry both were very understanding. Ferguson is amazing. Actually, Franke too. Five stars for Ferguson. It's amazing how easy it was to work with both companies. Those schematics though are...

I ordered an expensive appliance in november of 2021. They said it would arrive in 16 weeks, but to be patient because there have been manufacturing delays. I was very patient, but then in june/july of this year ( thats way more than 16 weeks) I hadn't heard anything, no one bothered to call me and update me, so I inquired about the appliance. They just kept saying it was backordered or not available yet, and that they would make inquiries and get back to me. I would never get a call back from them, and I would call them every couple of weeks for an update, and i got the same story. No one is following up on my order, and they are content to sit on my money. I've tried recently to make an appointment in person to possibly cancel my order and order a different appliance, or see what my options are. I am unable to make an appointment because no one will answer the phone. I keep getting put on hold, and request a call back and never get one. Theres an automated phone message that says i can make an appointment online, but when i try that, the website gives me an error message and says i need to call to make an appointment. I've tried to make an appointment directly with the operator who answers to direct calls, because I can't get through to anyone, and she was really rude to me. I cannot articulate in words how frustrated I am with their customer service. My advice would be to not use Ferguson Kitchen and bath in...