Ferguson Home — Local services in Portsmouth

We have had a very similar experience to others described here. Our visit to the showroom was wonderful — very informative and helpful. But EVERYTHING beyond this was atrocious. We ordered over $40k worth of appliances from this company and it was an uphill battle EVERY step of the way. It took dozens of emails/phone calls to find out anticipated delivery dates (we were patient for 5 months before we began to ask), twice our deliveries were scheduled and never arrived… Each time it was at least 2 phone calls/emails before we even got a response. We are still waiting on a final appliance that was scheduled to be delivered last week (and wasn’t) and then again today (and wasn’t). It will take us at least an hour to connect with a responsive human next week to try and reschedule this delivery… FIVE months after we placed our order we discovered (of our own accord) that multiple items would not be available for over a year (when we ordered we were told 6 months max). We understand much of this is due to supply chain issues and out of Ferguson’s control, but when we approached Ferguson’s to ask for advice we got NOTHING. So, we turned to another appliance company and within 3 hours they helped us find solutions to our problems (slightly different products, but similar in quality and size and readily available). Within 5 days the products from the other company were delivered to our front door. We will forever rely on this other appliance store…

As for Ferguson’s — all we can say is we can’t wait for our final appliance ordered through them to arrive so we can be done with...

Yesterday an amazing thing happened to me at the Ferguson Bath, Kitchen & Lighting Gallery. We had purchased a pendant lamp for our kitchen through the Gallery but, when I installed it, I realized the lighting portion of the lamp was off-center, such that the lamp did not hang straight. It was clearly defective. With the electricity turned off and no light in the kitchen, I went to the Gallery in a panic. They, of course, offered to replace the lamp but it would take a few days to get delivered. I had discarded the prior fixture and had guests coming the following week, so the delay was troublesome, to say the least. When I explained my predicament to Angela, one of the associates of the Gallery, she fetched a ladder from the back room and took down the sample of the same light I had ordered that was hanging in the showroom, disassembled it and gave me the part that was defective from the lamp I had received.

This was extraordinary service and way beyond the call of duty. Angela showed her worth not just as a customer service representative but also as an electrician and wiring specialist. Needless to say, I was impressed. We just moved to the Portsmouth area and have need of many of the things Ferguson sells. Based on this experience, we will certainly be purchasing all of our bath, kitchen and lighting needs...

It’s unfortunate that I had to rate this company with one star, if I could I would give them negative stars. I’ve worked in high end kitchen design, cabinetry, and appliances for years, which is what the Ferguson showroom sells. Please don’t be fooled. I am new to the area, I was sold by the showroom, the sales people, and promises, shame on me. My experience was horrible. The lack of communication, the lack of follow up, the lack of any Customer service was completely absent. My $$$ built in refrigerator was left on my lawn, outside for days, for me to figure out. They didn’t care. I’ve spent many thousands of dollars with Fergusons, and they Do Not Care. Dont be fooled by good...