Ferguson Home — Local services in Katy

Sorry in advance for the long-winded review, but this has been the most painful process I have ever experienced! Where do I begin? On June 11, 2018 my wife and I go into the Katy, TX showroom looking for a replacement vent hood. We selected the same brand as the one that was in the kitchen prior thinking that it should be a fairly easy process to get it installed. Ferguson's process for this goes as follows: 1)you pick out what you want and then pay for it, 2)wait for the item to ship - and during this period the store sends someone to your house to measure where the item goes making sure what you purchased will fit and if any other prep work needs to be done prior to installation, 3)once the item arrives, they call you to setup a delivery time and an installation time (these are 2 different people). Sounds easy right? Not hardly. It took a month for our vent hood to arrive at the store to be delivered. During this time the guy came out and measured and everything was in order for the installation, or so we thought. It was mid to late July when we finally took delivery of our vent hood (we were not at home the first time they came, then the truck broke down the next time, etc..). When the installer came, it was discovered that the outlet needed to be moved and they don't do that kind of thing (This should have been noticed during the initial measuring phase, right?). So we had to get an electrician to come move the outlet. Another 2 weeks, and we get the installer back out. It was then discovered that the cover for the pipe going up to the ceiling was not long enough and we needed to purchase an extension (Again, I thought this would have been discovered during the initial measuring phase). While he is at the house the installer tells me that he has called Ferguson and placed the order for the extension and when it comes in the store will call me to set up a time for delivery. After about 2 weeks I haven't heard anything, so I call the sales guy who sold us the vent hood. He tells me that he sees that "Yes, we do need an extension". Apparently the order was never placed for the extension. Just to make sure we get the right one he has me measure the height of my ceiling (Again, I thought this would have been done during the initial measuring phase). About a week goes by and the extension comes in and the installer comes over to finish up the install. At this point I'm thinking this is finally over and I don't have to deal with the vent hood anymore. The installer shows up and doesn't even have a ladder, so he has to borrow one of mine. He gets up there and then discovers that in order to hang it correctly he will have to cut away a big chunk of crown molding on either side in order to attach it to the bracket. Why was I not told about this at the beginning? Just so I don't have to deal with this company and their incompetency, I am going to finish this up myself. Do yourself a favor and DO NOT DO BUSINESS WITH...

10/29/21

The two stars I can give this place is because the receptionist did a nice job greeting me and the nice lighting selection. I walked around for about 20 minutes with not one person asking me if I needed any help. It was interesting because three ladies in the center back of the store had all the time in the world to talk to one another. The first time I walked near them, one sales lady was sharing about how she wanted a full bathroom installed in her own home in the garage. The toilet part of her story was great as she didn’t want to have to take up the flooring and what not. I kept looking around, taking pictures of things I liked, and hoping someone would at least offer help. Unfortunately, no help, no smile, no nothing. I made another loop around the store. Came back to take a few more pics where the three ladies were still talking about the million dollar houses that they all seemed to want. I was thinking surely a second time around would do the trick, but no, I couldn’t be so lucky.

As I left, the receptionist stopped her conversation and said are you doing ok ma’am. I said yes and walked out the door. Me and my money walked out the door to the next place that will hopefully at least try to sell me something! I guess I could have yelled “take my money” in the middle of the store but even then I don’t know if that would have even gotten their attention!

I can only imagine the revenue lost in this store when one stove I looked at was $14,000. Very interesting visit. Hoping they make improvements and will start to help customers like me who are...

Perhaps the previous complaints may have changed things, but when my husband and I walked into the store we were immediately greeted by the young lady sitting behind the desk. We were even asked if we would like something to drink! At that point we were still looking around, getting ideas. A bit later when we told her we had questions, she asked us to wait while she located a representative. Within three minutes, we were introduced to a very knowledgeable Nikki. We walked to the office area where Nikki gathered our info and answered our questions; showed us options and additional choices. She made an order on the computer and printed it for us. I never knew you could mix and match products (handles and faucets) as long as they were made by the same company. At big box stores, you get what is displayed without options. We couldn't be happier with our Ferguson experience. Their prices are within $20 of their competitors, and you get to "see" and "touch" what it is you are ordering. No surprises. We have found our new "go to" place for all our bath, kitchen and lighting needs. Thanks again Nikki for all your help and for making our experience at...