Ferguson Bath, Kitchen & Lighting Gallery

The customer service here is the absolute worst. I spent so many thousands of dollars on all new everything in my kitchen - all Jenn Aire - each item has minor manufacturing defects that while dissappointing I can live with, but the real kicker is that the microwave only worked for about two weeks after install in October of 2020. Now its mid March 2021, Ferguson sent a repair guy from Guinco over three times- first time he did not have a part, weeks go by before part arrives and on the second visit he replaced part, but then a different part was the problem so weeks go by before ordered part arrives and the guy shows up, opens the part box only to find a very damaged unusable part. His resource says no replacement available in the foreseeable future! And the repair guy said their install guys did not install the base supports correctly and showed me why. I want a functioning microwave and Ferguson to supply me with what I paid for. I get hung up on or no return call or return email. I feel due for a replacement or comparable exchange or a refund- I'm flexible. I don't have time to escalate my contact to them to a daily basis or more just to get a reply. My contact with them has been courteous and professional but I cannot say if I ever speak with them again I would be able to restrain my frustration.

It started alright. We ordered the parts and waited for them to arrive. They arrived on time. But when our plumber came and saw one of the parts, he realized that it was not right. One of the valves was supposed to have two outlets, one going to the shower and one going to the bathtub faucet, but ours had only one going to the shower. When we called Ferguson, they indicated that they will get back to us. Within minutes, they E-mailed for us to buy more parts to make it right. This required adding elbows and other parts, which our plumber said is not a viable option. He said that there should be valves with two outlets. It is common. We called Ferguson again. This time, they insisted that the part we have, does have two outlets. This went on for a while. At one point, our plumber was talking on his cell to their tech guy, my husband was talking to the manager and I was on line researching. After hours of discussion, seeing the photos of the part we sent to them (They would not believe us!),and calling their warehouse to open a similar package, they identified another part from the same supplier that does have two outlets and works with the trim we chose. So we did an exchange. The main problem with this was not that an error ocurred, but the way the error was handled. Arguing with an experienced plumber about outlets does not make sense. Fortunately, the plumbing company did not charge us extra for time they spent educating Ferguson people.

Our not so old Jenn Air Convection Oven (Electric Wall Oven) was misbehaving so went to Ferguson to look for a replacement. Initally was interested in the Kitchen Aid Ovens but they were rated poorly on Consumer Reports. Spoke with Mr. Stephen Kaufman their Sales Manager and was very much impressed with his knowledge of all the brands. We looked at Kitchen Aid; Bosch; Wolf; and Thermidor. Mr. Kaufman was extremely knowledgable about all the brands, knew the strenghts and weaknesses of each. Absolutely no pressure to buy a higher end model, which was much appreciated. Selected the Thermador TME301ES model. Mr. Kaufman offered to have it installed or provide a few intallers name. We chose to call the installer ourselves and this saved us money as Ferguson wouldn't have to add a service charge to our bill for scheduling the install. (You don't get many outfits that actually go out of their way to save you money, but Steve did.) The Oven was delivered on schedule and one of the recommended installers did a superb job of installation. Still learning all of the modes the oven has but it is functioning perfectly. Note: When comparing prices for the same oven at Lowes or Home Depot--Ferguson's prices were cheaper--in some cases substantially so. Overall I highly recommend the Ferguson Enterprises, Inc. location in Grapevine, TX as an outstanding place to find kitchen appliances. Mr. Kaufman is a pleasure to work with. We used Mr. Terry & Barb McCain for the installation service. (Phone: 817-481-5617) They were on time for the install and extremely neat. Slight modifications to the cutout for this oven had to be made, but they were professionally accomplished and the unit looks great.

PRETTY GOOD JOB.