ComplaintsforFerguson Enterprises, Inc.

Plumbing Fixtures

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Initial Complaint
04/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We were not aware that there was a separate person to come and install the product, after being on the phone off and on 4/5/24 from 1040am to after 3 pm. I feels that the ball was dropped the rep that we purchased the item from in the Va Beach store left the company. The customer service lacked contact relied on emails instead of phone calls. Never were we told that it was 2 separate people that had to come, and was assured that it would all be handled with our rep and kitchen remodel company. It was to deliver on 4/2 which did not happen. Rep from remodel company went to the showroom and I assume made arrangements for it to be delivered on 4/5 why on earth would deliver the frig stove without installing. We had already made arrangements to have the old frig removed. Upon delivery the handles were not even put on they left a frig at the home for an ** *ear old women to reach above her head to open the doors. She has heart and other health issues. I was infuriated I live 8 hours away unable to help. Started calling Ferguson to get a rep to come and complete the install, I spoke to install, customer service 3x none returned my call as the said they would with a solution. Only after the rep from the remodel did I get a call from Newport News at this point I did not want to why this happened I wanted it fixed. Bottom line they dropped the ball and I asked for a refund of all delivery charges $****** To date this has not happened.
Business response
04/08/2024
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you with the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Customer response
04/10/2024

****** ******** *******

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
02/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Malfunctioning ********** *** *** *ange/oven : *********** **** /23- dented oven door attempt to replace; replacement also dented 9/21/23 - replaced dented oven door 12/18- oven tripped *** breaker during self clean cycle; appliance tech ordered NEW harness 12/28- differenet appliance tech ; refused to install harness; said needed dedicated circuit to oven 1/15- dedicated *** circuit run to oven - oven still not working 1/30- appliance tech does indeed install harness ; oven has power 2/3 - customer attempted to preheat larger oven ; does NOT heat Countless hours of emails, phone calls, tech visits, electrician visits, drywall repair , painting etc etc I would like a new oven, higher level assurances that the new oven is fully functioning and installed properly, and monetary compensation for TWO months without a functioning oven in my brand new home.
Business response
02/07/2024
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Customer response
02/07/2024

Complaint: ********

I am rejecting this response because:

We have already been in contact with:
Michael Jones
Senior Residential Builder Account Manager
I would like to please ensure that whomever is addressing this complaint be someone in addition to Mr. ***** as he has not been able to offer any effective assistance to date.

Sincerely,

******* *********
Initial Complaint
09/22/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered all new ** ******** kitchen appliances from Ferguson early in January 2023. Total cost $******. They were delivered 7/31/23. So far, so good. I also paid Ferguson ****** to install the appliances. That happened 8/23/23. There are more details but the bottom line is the appliances weren't installed correctly. Here are the issues: Wine fridge 1. The panels for the middle and lower drawers came off last night. The middle one came off the first time I tried to open it. The lower one lasted two pulls. 2. The wine fridge is making way too much noise. I can hear it from my office. I thought it was the pool equipment at first. Certainly more noise than my $*** **** ***** wine fridge made. 3. The ice maker is not dispensing ice. It is on and has been on for about 24 hours but no ice Fridge/freezer 1. The water line must have a pinch because when the ice maker pulls water it makes a noise I can hear from my bedroom. Also the freezer door is warped. At first I thought it was the panel front, but looking at it more closely, the entire door is warped. Also the freezer door panel front is missing mounting clips that are in place on the fridge door. Dishwasher 1. So many problems. The second drawer falls down to the lower level. The third level falls down to the 2nd level. The panel front pulled off the first time I pulled on it. It is now 9/21/23 and these issues haven't been resolved. One Ferguson team came out to take a look. They seemed knowledgable but said they couldn't fix the ice maker on the wine fridge and needed parts for the dishwasher. So they said a maintenance company would need to come out. Ferguson is basically taking the stance that their job is done and these are maintenance issues and are kicking it over to ** appliance maintenance repair companies. Two different maintenance companies have said they are coming out but neither one has showed up..
Business response
09/22/2023
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Customer response
09/22/2023

Complaint: ********

I am rejecting this response because they only responded saying they would forward to a manager. no action has been taken.

Sincerely,

******** *****
Business response
09/27/2023
The manager of the branch states "I’ve spoken with this customer. I will follow up with him after the service call to see if everything was repaired. I am also working on some sort of refund."
Initial Complaint
09/22/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought 6 Modern Forms fans from Ferguson, with optional rod extensions. Returned rod extensions to ****** *****. Ferguson has denied us reimbursement, and essentially has stolen our money. Direct contact with company has not yield anything. Unacceptable and unprofessional.
Business response
09/22/2023
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; This is a duplicate complaint to complaint ******** filed on 9/21/23. We deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Customer response
09/24/2023

****** ******** *******

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
07/26/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Did not complete installation of all the appliances I bought and paid for. Did not remove all the appliances I paid for. Last appliance delivered only. I paid an additional amount to ensure the equipment would fit in my condo and to have the old appliances removed and new ones installed. Initially, their installation order on 6/2/23 indicated they delivered all appliances, but that was not true. The Washer was not delivered. I pointed this out to them and was reassured it was a systems process error and that the remaining washer would have a new installation and delivery paperwork. Well, the new washer was just dropped off- no install and no removal. This is the culmination of waiting several months for this washer. The delay was not caused by delays by ******** as this was the 3rd washer delivered to Ferguson to fulfill my order. Ferguson indicated the 1st two were damaged. I believe they were damaged by Ferguson staff and as they claim. The last washer sat in a regional distribution center and I believe it was transferred over only when I started to review alternative retailers whom indicated they could have the same washer delivered and installed in a week versus 5 months. So, I want compensation for their poor post sales service.
Business response
07/27/2023
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Initial Complaint
07/26/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have purchased plumbing supplies(bathtubs, faucets, sinks etc...!) with our builder recommendation from this facility. We have closed on the house 12/15/2021. In mid may 2022, I noticed the color of the faucets changing, I reached out the Ferguson plumbing, they keep me on hold for hours. I finally got to someone with name Cindy, she promised to get back to me with the name of the manufacture and to resolve this issue, she never did. I have tried on multiple occasions to remind her. I have yet to hear from anyone. This is an issue it should be resolved
Business response
07/26/2023
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Initial Complaint
07/06/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on June 2, 2023, I purchased a tankless water heater from Ferguson, paid ******** with my credit card, Ferguson did not provide a receipt to me, on June 5, I went into the store trying to get a receipt, one of the sales gave me a receipt but not my name on the receipt. On Jun 7, spoke with accounting department ( HQ) she advised to reach out to branch manager. On June 7, called the store, receptionist said manager not available, I left a voice message. On June 8, I followed up, manager still not available, so I sent an email to the manager. As of today June 13, the business did not response. A business must provide receipt to the true/correct purchaser. I also provided my credit card transaction to the business on June 8, but no response from them.
Customer response
06/15/2023
Hi *** , your question -"Can you please provide a receipt ", is exactly my complaint. The company did NOT provide me with the receipt, I paid for it, so I'm asking for your help to get the receipt. I'm providing the invoice number # ******* here that has the wrong purchaser name on it. Please help get the receipt for me. thank you very much.
Business response
07/06/2023
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Initial Complaint
01/04/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We remodeled our master bath and bought items from Ferguson. We attempted to change and item and the staff gave us a shower nozzle. We discussed that if it did not work we would return it. Then when I attempted to return it they would not take it back as the package had been opened. However, the item was not used. The item needed to be opened to see if it would work. There was nothing wrong with the item that it could not be returned. I am asking for my $** back. I would also like to put a note on the *** website not to use Ferguson as they do not have customer service, give people the wrong items and are just wrong. Thank you.
Business response
01/05/2023
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Initial Complaint
12/14/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a compressor over 2 weeks ago through brick and mortar store. Was told it would take 9-11 days to ship form factory. After calling in last week to check on order I was told that even though nobody could find the order in Fergusons data base the compressor had been ordered. Today I called back to check again and " *******" told me that he doesn't see and order and that his boss has covid so his boss cant help...... He called back 2 minutes later and stated that after 2 weeks he just clicked a button and the order has been sent to the factory... I want my compressor ordered and after that i wont worry about every buying form them again. dealing with them has been a bad business decision.
Business response
12/14/2022
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Initial Complaint
11/23/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Good afternoon, On 8/21/2021 I purchased a refrigerator from build.com a Ferguson Enterprise Company; the purchase price $****** which includes taxes ** ***** Upon purchasing the shipping date says that it would leave the warehouse within 2 to 5 weeks. I received deliver of the item on May 5th (6 to 7months later), but the item was damaged (forklift put two hole in the door) and I rejected receipt. I was told they would expedite the replacement and I'm still waiting for the refrigerator. It has been over 5 months waiting on the replacement; well over 20 weeks. They continue to advertise that the same fridge would be shipped in 7 to 16 weeks on their website. I'm stuck with this fridge as the new price is now ******* (inflation) and my custom cabinets have been already put in a number of months ago and they are set to fit this monogram 48 inch fridge. I also had to purchase a fridge from costco for *** or so in order to have a somewhat functional kitchen while I wait. I'm not sure how a company can get away with over 1 year of waiting for an appliance, please note that I paid in full back in august 2021 for this appliance. I'm tired of continuing to follow-up with this company and them providing little to no resolution or continued excuses on why my appliance hasn't been delivered (they pointed me to their shipping partner, where I do not have a contract with - I expect the company where I purchased to provide updates). Thank you for any help, ***** ****** ***** ********
Business response
11/28/2022
Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.
Customer response
12/05/2022

Complaint: 18510454

I am rejecting this response because:
An attempt at delivery was made of my appliance for the second time on Thursday - December 1st. There a couple issues I have 1) the shipping partner of Ferguson has a ready date on their paperwork as of 11/2/2022, and it was finally delivered after a compliant was issues on December 1st. The appliance that was delivered for the second time was also damaged, they delivery personnel knocked at the door and asked if I would look at the appliance in the truck since it was damaged.
So as of today I am without a fridge that I ordered back in August of 2021.
Sincerely,
***** ******

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