Ferguson Bath, Kitchen & Lighting Gallery

Initial consultation went very well. Made an appt and worked with one of the kitchen designers going over the design/sketch. I rated professionalism above with a C because the design consultant was lovely when working with her and she did send the appliance quote the following week as promised. As for the cabinet quote, I was told it would take about 2-3 weeks to get back. That was on March 22, 2017. I did email the consultant on at least 2 occasions for an update and she did respond via email and apologized for not getting the quote to me, and to say it would be coming. (April 26th was the date of last email contact) So, May 9th or 10th I called the Ferguson store in Hunt Valley, MD to ask a representative if this was a normal wait time for an estimate, she informed me absolutely not, and would have the Manager call me on Monday, May 22, 2017. I never received a call... I have a renovation that would have easily cost $100,000 with appliances. I am taken back that a company would dismiss business like that. The F rating is because of the lack of response of staff. I could only imagine what it would be like to start a project with them to be ignored and dismissed while in the middle of it. WOW...very disappointed.

Overall it was very bad. We went to their showroom in October. Ordered the plumbing and lighting supplies then. we made numerous attempts to contact the person who took our order, to no avail. She was either on vacation or in training. We paid in full in early November. Remember that this is a major project that we had hoped would be completed before Christmas. The contractor could do nothing until the plumbing supplies arrived.. The arrived at the end of November. Some items were incorrect and had to be returned. The deliverymen refused to place some of the items on our porch (we were concerned that it might rain on them). Our contractor put them on the porch with no hesitation.

From the moment I called to schedule an appointment I was treated like a bother. Rather than taking a message, the receptionist directed me to call back the following week when the rep who works with my contractor would be in. The rep was of little help, as she directed me to the Kohler Web site to make my choices. I could have done that at home!!! She showed limited knowledge of Kohler's most recent offerings telling me they did not carry lighting (they do) and not showing me the rest of the suite that matches the faucet we selected. When, after considerable Internet research, I sent my choices, she was prompt with a quote at a very good price. But when I phoned back to set up a time to place the order and provide payment the receptionist gave me the runaround and treated me as an inconvenience behaving as if it were a favor to accept my business. We complained to the manager and took our business to a competitor one who treats its customers with respect.