Ferguson Bath, Kitchen & Lighting Gallery — Local services in Fairfield

I purchased some bathroom products from Ferguson a few months ago, and I did not have a good experience with Kelly. When I first arrived for my appointment, I was told that Kelly would be with me in a few minutes. She actually passed me two or three times, like she may have had someone else in mind. Finally, I asked her if she was Kelly. I picked out a bathtub, vanity with quartz top, toilet, mirror, a few towel bars, shower head, and faucets. While I was picking out the bathtub, the sales woman automatically chose the most expensive tub, when there were very similar tubs that were about $200 cheaper. A good sales person would point out the differences and the price difference and allow the customer to choose. After I noticed that she would not explain the differences in products, I had to make it a point to ask. When I had almost finished picking out the products, Kelly started rushing me and she mentioned that she had a virtual appointment. She printed out the invoice and told me to call her for the purchase. I was confused because I had planned on paying for the items at the store. Why would I call her for payment when I could purchase the items at the time of appointment? After I told her I wanted to make the purchase, she disappeared to the back. She did not say bye or anything. Another saleswomen came out to take payment. I didn’t even know that Kelly was not coming back. At that point, I thought about leaving and not purchasing anything, since I was brushed off. However, completing my project was more important. I made the purchase, and I called the manager on the phone and expressed my concerns about my experience. He stated that he would speak to Kelly and call me back. He never called me back. For those at Ferguson that are concerned about the store profits, I doubt that you tell your employees to hold off on making purchases at the store. Kelly almost cost the company between $5,000-$6,000. Of course, there may be customers spending more money than that, but all money adds up. That was my bathroom project. The next project is my kitchen, and I will not be purchasing anything from Ferguson. I actually think that Kelly assumed that I didn’t have the money to pay for the items I had selected, which is why she was so comfortable telling me to make the purchase via telephone. Perhaps, the Ferguson sales team should stop making assumptions about people. If Kelly could afford the products at Ferguson, she would not be employed as a salesperson. This is an example of how salespeople jeopardize profits for their employers. If she treated me in that way, then I am certain she has treated others in the same manner. Most people just don’t have the energy to complain. So multiply $5,000 by 5, and that’s an estimate of how much money Ferguson may have lost because of one employee. Ferguson definitely lost out on my patronage for my kitchen product. Now do the...

We purchased a Viking Double wall convection oven, a Viking 6 burner cooktop and a Viking microwave oven with built in kit; all appliances were stainless steel. In total our spend was ~$15,000. Our sales person is Wendy Johnston and from the first meeting she was incredibly helpful and quite knowledgeable. We were replacing 3 GE profile appliances that were 16 years old and were evenly interested in both Wolf and Viking. The thing that swung us to Viking is that the cooktop fits into our Granite counter without modification. There was an initial question about the location of the natural gas input; Vikings engineering drawings in the installation guide are useless. Wendy spoke with the Viking rep and was able to give us a relatively accurate location for the line. That gave us the confidence to proceed with the order. The next. Wendy managed our expectations quite professionally. She informed us that many of the appliances had lead times measured in months not weeks but that between Ferguson's buying clout and her advocacy she was confident she could help reduce the interval. We placed the order in late August and we had every appliance delivered before the end of October. Our next issue cam with the installation of the Microwave. The instruction booklet for the Trim Kit shows that a additional duct package is required and should be in the kit; it was not. Wendy went to work first with the the wholesaler and ultimately the Viking rep and was able to determine that the kit is only required on combo microwave/convection ovens. Once again Vikings literature was inaccurate and substandard, particularly from a high end vendor like this. For the record I spoke to a customer service rep at Viking who told me he was unable to speak with the Product Manager for my microwave and ask my question. Without Wendy we still would not have an answer. I would also like to make mention of the extraordinary service provided by your delivery service. I believe they were called Stella Delivery. We had four separate deliveries. In each case a rep reached out either by phone or text to confirm the delivery day and whether it was morning or afternoon. The day of delivery came another message reconfirming the delivery. About an hour before the scheduled time came another message telling us the exact time of delivery. In each case the delivery men were polite cordial and very accommodating; giving us ample time to inspect before signing. This is the was all transaction and deliveries should be managed. Thanks to...

I have a hard time even giving this review a one star. While I would love to say I had a great experience it was far from. Mind you I drove over 45 minutes to go to the showroom on a Tuesday around 11am, certainly not prime time or on a weekend only to get to the door that is locked and says appointment only while there is nothing noted online with their hours of operation or saying appointment only to to call store ahead of time as other businesses have done during this pandemic. I was greeted by a less than pleasant woman that was going to turn me away even though their was absolutely no one in the store. I explained I had driven 45 minutes and would be quick and if I saw anything or had any questions I would make an appointment to discuss as not to inconvenience anyone. Then another older couple came right behind me saying the same thing - no appointment, not aware had to make one, vast store with no one in it and able to maintain social distancing, etc. she walks away to “check” allows us both in and gives the couple you came after me a sales person to discuss. Was it because I said I only needed to go a guest bathroom and they said kitchen and bathroom? The other couple and I both contemplated leaving as we were waiting to be let in as you plan on spending thousands and for what - this customer service?! I have been in hospitality for over 14 years at a Marriott and this experience was absolutely terrible. I don’t know who you have running it or greeting customers willing to spend thousands during a pandemic nonetheless. As I entered she said we’ll have to make a formal appointment and wouldn’t let me walk around and I asked how the couple after me is able to do so and her reply was x salesperson would be helping them even though I was first. I said you just lost my business and turned around to walk out and her response was “OK.” This is an extremely hard pill to swallow and should not sit well w any...