Ferguson Bath, Kitchen & Lighting Gallery — Local services in Johnson City

To be honest, we didn't want to go into the Johnson City, TN Ferguson Bath, Kitchen & Lighting Gallery when we began the process of building our house; we assumed that it would be constant upselling and added expense. But, our builder encouraged us to go there and since we lived in another state, we needed a one-stop shop. We were impressed with the quality and variety of their merchandise in their showrooms. In fact, we were a little overwhelmed, but to my surprise & delight, help came in the form of Ms. Haley Jeno; shopping for the fixtures and appliances was a genuine pleasure! Ms. Jeno's customer service skills are top-notch. She is knowledgeable, helpful and informed about the entire array of appliances and fixtures we needed. She listened to what we wanted, offered suggestions and gave us sound reasons for her suggestions. She respected our budget and guided us through choosing appliances that matched our expectations and budget. She met us at the house when the electrician was there and assisted us through that process. The process of getting things there and installed became seamless. I cannot say enough about how pleasant the whole experience was thanks to Haley Jeno! I have no reason to believe that she will disappear after the fixtures and appliances are delivered and in use. We will definitely return to Ferguson Bath, Kitchen & Lighting Gallery when we need additional fixtures....

I’ve been here twice. The first time I was told I had to make an appointment with a designer just to get any product information. The second time was a Saturday when they accept walk-ins for designer consults (sales). My designer seemed hurried and frustrated with me at times because I didn’t understand her explanations and had to keep asking for clarification, especially when comparing product specifications. I was eventually given a printout of the specs she said I could review. They were highly technical and I felt she could have taken the time to show me the specific specs I was interested in but again, she seemed hurried.

Another customer came in and she was clearly more interested in helping him, knowing I still needed help. She turned me over to another employee who wasn’t knowledgeable enough to even check in stock status of the product I decided I wanted to purchase.

While I didn’t mind waiting for her to become available, I finally had to leave because it was obvious she had ghosted me. It would have been more professional if she gave me the courtesy of just briefly checking in with me but I surmised that she was no longer interested in me or my business. I finally left.

Ferguson’s needs a business model that works for its customers who can get assistance when the customer walks into the store, AND invest in customer service training. These would go a long way toward customer...

A beautiful showroom, with beautiful products, unfortunately the customer service is lacking. I made an order in store and needed to cancel for circumstances not due to the fault of the store, but my salesperson was impossible to get a hold of. Dozens of phone calls and several voicemails, constantly being forwarded to the same voicemail by every employee who I managed to get ahold. Sent emails to 3 different people, all I needed was to cancel my order which I had just placed the day before and did not want the shipping process to start. Eventually I did get a hold of someone to help me after scrolling through the reviews on Google for responses from the owners I was able to get a contact. I understand they may be very busy and tried to be patient but if you aren't able to contact anyone regarding an issue besides the person who took your payment then they are very limited with what they can do for you. And I hope you are lucky enough to get a responsive salesperson and not just someone to swipe your card and never to be seen or heard from again.. I still have heard nothing back from my salesperson and am struggling to get a receipt for my refund that has supposedly been processed by another employee but not yet returned to my...