ComplaintsforFerguson Bath, Kitchen & Lighting Gallery
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Complaint Details
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Initial Complaint
11/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a very high-end cooktop (Miele Brand) from Ferguson on Oct 7th. The reason for buying the model number that I did (my preference was another one) was because the salesperson told me that the unit was in stock at the warehouse. When I asked the salesperson when that unit could arrive my house, the answer was: 6 to 10 days *** so you should have it by no later than mid Oct. Today is Nov 5th and I have not received the unit. The worst of it is that there isn't anyone at Ferguson who knows what the unit is. To make things even worse, no one seems to care since they don't communicate with me. They have impacted me economical and psychologically.Business response
11/21/2022
*************** to the BBB Service issue complaint 18364579.
The customer purchased a cooktop for our internet site build.com. On the website it said that the cooktop would leave the Miele warehouse in 3-7 days. After the three initial days, the customer began calling us two/three times a day to get updates. ************* Services picked up the cooktop from Miele. The cooktop was not in our hands, but in transport. Pilot could not tell us where the truck was. They would only tell us that once they receive the item in their ***** warehouse, they would contact the customer for delivery. This is a standard practice that is used.
The customer could not and would not accept this. I talked to the customer each day trying to comfort him and assure him that it would be here soon.
The delivery day came. He did not receive a cooktop. He received a Miele combi-steam oven. It was a mis-picked item. The customer is now even more infuriated.
I them made a local ticket. I found the cooktop in our local warehouse. I picked up the cooktop and delivered it to his countertop fabricator.
I called the customer after I delivered the item. I also sent him the pictures below to show that the cooktop was delivered. He thanked me for helping him.***********************
Initial Complaint
10/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Initial transaction date was July 2021. Deposit for goods was made at this time. The vendor demanded payment and leveraged delivery in exchange for balance to be paid in full. Payment of balance was made April 2022. The vendor has yet to deliver. Original promised delivery date was Jan 2022. Vendor has had a known delay issue. This was not fully disclosed when the order was placed. The complaint is to enforce vendor's obligation to deliver product. They've had my product (as documented in email) and advanced it to another client.Business response
11/22/2022
I responded to BBB service issue complaint ******** on Thursday, November 17, 2022. Please see attachment.Business response
11/23/2022
I have had only one complaint with BBB. The complaint was from customer ****************************** I have explained the complaint to the BBB. Please close.
Business response
12/22/2022
see attached
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.