Ferguson Home — Local services in Wilmington

We had to order all fixtures for 4 bathrooms and arrived at the showroom around 9 am (it's open until 12 pm on Saturday; closed on Sunday). We walked around, picked out fixtures we wanted and were working with Erin to get them all sorted out, work out the pricing, etc. We had done 2 Baths and were working on the 3rd and 4th. Throughout this time, people were in the showroom and browsing, but Erin was the only person there. Given how many people showed up on Saturday at the showroom, it was obvious having only 1 person there made no sense. Erin had to keep interrupting our selection and order process in order to help others. No problem; we continued on. Then a couple showed up and the woman kept hovering around us and scowling. I told Erin she could help the couple and then we could continue with my order. The couple made themselves comfortable and sat down with Erin for almost an hour! At one point, Erin turned over her computer to them so that they could browse through various options like as if they were sitting at home and there were no people waiting around for the only salesperson there to help! I sat patiently waiting to get back to our order. My husband and 9-yo daughter patiently waited too, as did other customers. Finally, Erin finished helping the woman with her $1,100 order - not much when compared to what my order would have totaled for 4 bathrooms. By now, it was past noon. I thought we were finally turning to my order, but no. Erin said that since it was past 12 pm, she could not complete my order. I pointed out that I had been patiently waiting for almost an hour for her to do just that. Erin's response: it was unrealistic for me to think that I could finish my order for 4 bathrooms in one visit and that I had no appointment. I pointed out that we had actually been on track to completing my order for the 4 bathrooms until that woman had monopolized her time for almost an hour and, besides, she did not have an appointment either. And, I had called beforehand to confirm an appointment was not required and was assured it was not. Moreover, Erin knew that we (my daughter, my husband and I) were waiting for her for almost an hour and, during that entire time, not once did she tell us that she would not be able to help us past 12 pm. So, we'd sat and waited and wasted all that time for nothing. All Erin did was keep repeating that she could not complete my order as it was past 12 pm and she offered to work with me via email. But, given our experience at the showroom, why would I spend thousands of dollars...

The after the sale service is horrible. If you want to set up an appointment to order a product, no problem, you'll get a call back right away and they are happy to take your money. If you have an issue, good luck.

We were advised to buy our fixtures in advance due to uncertain lead times. No problem. Bought them early, then build was delayed. Everything was stored in climate controlled space until we were ready, which was approx 9 months after we received them. Come to find out, one of our faucets ($750) had a defective finish.

REPEATEDLY called the showroom and left messages to get a call back, didn't happen. Called the branch manager, he never called back either. Manufacturer wouldn't do anything, was passed the 90 day warranty. Finally, someone from the showroom called back. Didn't seem like she wanted to do much for us, said she would talk to the manager and call me back the next day. Well, she didn't call, surprise!

For a single faucet, this wouldn't be such a big deal, customer service still sucks when it comes to getting a call back, but for this single project, we spent almost $11,000. I would expect Ferguson to care a little bit about a customer with a sizable amount of money spent, who is also a contractor that sends customers to their showroom. Not anymore. I don't expect a free replacement but I do expect much better communication. Perhaps a faucet at cost but I won't count on it.

Before a response is written to this review, I will not reach out to "resolve the issue" because I've been doing that...

EXTREMELY DISAPPOINTING. AVOID BUILD.COM. We've had two orders for our bath remodel. The first was placed with a representative at the Ferguson showroom. That experience was great including consultation, discount through our contractor, and free and fast shipping. We were sent to a Build.com rep for the second order as our showroom representative was out of the office. This has been a DISASTER. No discount applied, no free shipping, but we placed the order due to project timeline. Build.com cited a delivery of Oct 31. It's nearly a week later and we still have had no contact from the shipping carrier's dispatch to schedule the delivery (this is after multiple correspondence with the carrier's customer service). One we realized the delay would impact our project, we looked for other sources. Amazon has the item at a lower price and with free 2-day shipping. I discussed with a Build.com rep by phone and they explained they cannot expedite or cancel the order, only request the shipment be returned to Build.com (which may or may not happen). I asked to speak with someone regarding unacceptable customer service (not the reps fault of course). She put me on hold and after around 10 minutes of waiting they hung up on me. Our experience with Build.com has been: Not meeting delivery date, higher price, an unresponsive carrier, and unacceptable customer service. We really feel duped by Build.com. I might still consider purchases from the Ferguson showroom, but would never again give business...