Ferguson Home — Local services in Mahwah

In a nutshell the service provided by Blackman was unacceptable. The salesperson we were dealing with, Alex Pereyra, was either irresponsible, incompetent or most likely a combination of both. In Alex’s opinion which he voiced to us he was providing us with good customer service. I will briefly describe my experience with Alex and let you decide if you should deal with Alex and/or Blackman. As for me I have canceled my order and received excellent customer service at the newly opened Pirch Paramus. To summarize my experience:

During our visit on 9/19 Alex promised to compile our complete order, check availability and deliver it to us on Monday, 9/20. The promised complete order form never came on Monday or for that matter ever... When I followed up on Tuesday, I was informed that Alex is off on Tuesdays but that the receptionist will try to reach him or his manager and get back to me. No one got back to me. Subsequently I found when placing my order at Pirch, they are able to place the item on hold pending completion of the order. Blackman/Alex should be able to do the same, they took great care in their order placement system to suppress product description so that people would not be able to comparison shop, maybe they should have provided the functionality to reserve/hold items instead. On second thought there is probably a good reason for Blackman making it impossible to comparison shop since their prices are higher than Pirch and other competitors in the area. Usually consumers need their plumber to approve the order and don't want to take chances with the items going out of stock. Having an ability to hold the items would have prevented some of the unpleasant aspects of my experience with Blackman. Finally on Saturday, 9/26 afternoon Alex provided us with what he considered to be a complete purchase order which included kitchen sinks we selected during our initial visit. This was a WEEK LATE. Unfortunately the purchase order was still incomplete as it didn’t include the bathroom sink and faucet we previously selected with you. To make matters worse Alex insisted that "we never discussed any bathroom sinks or faucets". Not sure if it is lack of memory or poor organizational skills, but at the end of the day a week later we still didn't have a complete purchase order a week later. Finally when Alex checked for availability of the selected items many were out of stock by this time. These items were available when he checked initially on Tuesday.

The reason for the renovation is that our house was flooded and we are living out of a hotel since mid-august. Alex was made aware of our situation as we stressed the point that we need to get things done quickly, instead of being supporting our experience with Alex and Blackman resulted in nothing but wasted time, stress and...

This is along overdue review of Ferguson, specifically Colleen Lutz - a salesperson at the Mahwah NJ branch.

Over the past 7 years, I have bought a full set of kitchen appliances, bathroom and plumbing fixtures from Ferguson on 8 separate occasions. On each occasion, I have had a superb experience. On each occasion, that superb experience was solely because of the great and unmatched efforts of Colleen Lutz.

I cannot say enough good things about Colleen. If the assets of a business are its people, then Colleen must be Ferguson’s greatest asset. She is everything that you could want in an appliance/fixtures supply partner.

Colleen always takes the time to understand her customers’ needs. She puts herself in the customers’ shoes and then delivers the full resources of her organization to satisfy those needs. Her prices are always very competitive. She always searches a vast repertoire of appliances to deliver price-effective alternatives. She provides superb advice on what to order, when to order and how to order.

Colleen is also a magician in solving seemingly intractable problems. She has been able to facilitate exchanges of faulty products and get her service partners to move with uncommon speed, efficiency and professionalism.

Colleen herself is a wonderful person. She is always bubbly and full of joy and happiness. She is always a pleasure to speak with on the phone. Her positive mood is infectious. Her laugh can always pull you out of a down mood or make a difficult day seem bearable. She is friendly. professional, empathetic and human.

Colleen is true asset to her organization. She is the single biggest reason why I have stayed...

Alex made selecting the right fixtures easy thanks to his knowledge and manner. He provided outstanding customer service on all levels. The showroom is beautiful, when you're planning your next project make sure to visit- and ask for Alex! **Update as of 06.14.17. I went to pick up the shower fixtures I had ordered over a month ago. After checking the computer, the parts person asked me if I had spoken with Alex. I said that I hadn't regarding the placed order. He said that he needed to s/w Alex & went into the showroom. Ten minutes later he returned to tell me that Alex was coming to s/w me. After another 10 or so minutes he came into the parts department to tell me that 2 of the 3 items ordered were still at the LI warehouse & the 3rd item had been on back order (which I was never notified of). How do you run a business this size & have items sit in a warehouse, not sent to the appropriate purchase location is beyond me. To say that I am upset is an understatement. The customer service that I thought was outstanding last week has now become sub par. Am so very disappointed, needless to say they will not have my returning business & I will share my experience. Word of mouth continues to be an important revenue stream for businesses, mine will not...