Ferguson Bath, Kitchen & Lighting Gallery

Started off well. Made an appointment, went in and met with a sales associate. The associate was helpful in selecting an air tub; and, she identified all the in-wall hardware needed for the faucets and shower. A day or so later the bid was ready and emailed. We emailed a couple of questions back and forth before ordering and paying for the tub, toilet and faucets. The order comes in over the next 10 days or so. All good thus far. Meanwhile, we decide on light fixtures and place that order. The lights are due to come in within a week, except for 1 which was backordered. This was the last communication we would have from the sales associate. About a week later, the contractor was ready to schedule the electrician and plumber. I sent the sales associate an email requesting the light fixtures be delivered. Strangely, the associate didn't reply. A couple days go by. The contractor is ready to put the tub in -- but there is no overflow-drain among all the plumbing parts. It was left off the bid and wasn't ordered. Oversights happen; but, the associate was suppose to take care of getting all the in-wall hardware and just missed this. The contractor can't proceed on the tub without the part. To order the drain, I call Ferguson's and ask for the associate. She's not available, with another customer. I leave a message requesting a call back. No returned call. I wait 4 hours before calling back. Same story, she's not available. I explain my contractor is idle and I need to get a part; it's urgent she call me please. No return call that day. When you call Ferguson's, a receptionist answers. They ask for your name before directing your call. Next day, I call again and get the same "she's not available". I request to speak with a manager. The person on the phone asks if there's a problem; I explain my unreturned calls and sense of urgency for this part. The person identifies herself as an assistant to the sales associate. She says she will follow up and get right back to me. 4 or 5 hours later she calls back and says the part will have to be ordered. I give the credit card number and ask for it to be expedited. This is on a Thursday. End of day Monday, no part delivered to the house. My contractor is wanting to finish. I give him the Ferguson contact information. He begins calling. He experiences slow responses as well. Eventually, he finds out the part didn't actually get ordered. A breakdown between Ferguson and the supplier -- unsure who's at fault. Part is reordered to be delivered the next Monday. It didn't show up. I go online to find a general manager name. I found two names. I call Ferguson's and ask for the first name. He's at a customer site. I ask for the next name. He's there but with a customer. I request he call me back. He did! I explained the saga and my confusion over my sales associate's silence. He goes offline to investigate. When he calls back, he has the tracking number for the drain (on the delivery truck will be at the house by 8:00 PM); and, he says the lights are in and will have them delivered that afternoon. Great! Bathroom gets finished. I have a plumbing part which wasn't used. So, I take it to Ferguson's showroom to return. Greeted by the receptionist, I give my name, indicate I have return and provide my sales associate's name. The receptionist calls the associate's desk, informs that I am here with a return and asks if she wants to do it. The associate says to have another person take care of it. We spent $6000 with this person and she won't come out to see me.