Ferguson Home — Local services in Waco

We built a new home and used this store for all of our lighting, plumbing and appliances. We spent tens of thousands of dollars with them. Frank Thomas was our rep for most of this project. Once the order was placed the experience was very challenging. If there was damaged or not working items, getting Frank to resolve it was extremely slow and frustrating. We had a main foyer chandelier that came damaged, we lived in the home for 4 years before Frank resolved it. Then our home was hit by lighting and had many items go out. I went to Frank in person and asked for help. I sent model numbers of everything needed and exact info. I did not ask for anything for free or to be warrantied. I told him I expected to pay and if it had a warranty that was great. He didn’t order anything for 6 months. During this time, I called texted drove to the store two or three times. I asked other people in the store for help. They did not assist. I called another store out of town and asked for a regional sales manager to contact me. This did not happen. Frank has ignored multiple phone calls, texts and emails. It has been 8 months and he still has not ordered two items that I have asked him to and as recently as this week ignored my messages to him. I will never step foot in this store again. If you are building a home I would recommend using...

Beautiful showroom. Ainsley was very helpful in picking out the appliance that fit our space.

Communications from Ferguson's is very poor. Don't get any kind of updates as to status, scheduling presite inspections and scheduling installation. You can't just call the store, you get transferred to some answering service that tries to help (after being on hold for prolonged period of time). Often they put you on hold and just transfer you to your local store (the place you were trying to call in the first place). Getting answers (that honestly should be communicated with you) is very difficult and will consume much of your time. I understand that everything these days are on back order/delayed/etc, but I expect some form of communication as to expected delivery date, when to schedule inspection/installation. The only communications I have had were ones that I initiated. Very one sided communication.

Ultimately went to another appliance store (locally owned and managed) and found similar product that can be purchased and installed sooner, so cancelled my order with Fergusons. While the initial experience (searching for product with their representative) was great, the rest of the...

We used Ferguson/Waco for our new home construction. There have been numerous issues with their customer service and appliances that were purchased from them. We are extremely disappointed in the attention we have received concerning these issues. Our ice maker was installed by them incorrectly with the drain going directly into our foundation and was leaking water for quite sometime until we discovered it. Also ordered and paid for a Waterstone pot filler in April and received the wrong part from them. This is June 22 and still haven't received the correct part and having a difficult time getting someone to assist us with a solution concerning this issue as well as all other issues. We reported the broken beverage cooler we purchased. We had to contact manufac direct to receive parts to fix it ourselves. I would think as much money as what we spent on high end appliances for our new home, we would have received better treatment and customer service.

Steve &...