ComplaintsforFerguson Bath, Kitchen & Lighting Gallery

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint against Ferguson On April 19th we engaged Ferguson, located at *** ******** ***** *** **** ****** We had set up a virtual showroom appointment and were paired with a sales associate at the time by the name of ******* *********  As a family of 5, we found ourselves without a working refrigerator so our primary motivation and purchase criteria was that we found a refrigerator that would fit our space but that was in stock for delivery. ******* provided one brand that was in stock. During this initial conversation there were absolutely no expectations or processes explained as it relates to their delivery and install, which became an issue at a later date. On April 21st, we went ahead with the purchase of a refrigerator, dishwasher (rebate for free), and a cooktop. After the order was placed, all communications stopped. We were forced to call and email over 22 times to find out the following: • Refrigerator was not in stock and had an estimated lead of 4-6 • Finally, the refrigerator was coming in, it would be installed on the 18th and the delivery team was notified • No one showed the 18th, after taking the day off work • I spoke to the install manager, and he was sending someone to remove our refrigerator, but specs had to be checked prior to delivery. Again, this process or timeline was NEVER explained to us and we are 4 weeks now without a working refrigerator. o While the install team could remove the fridge, we had to make adjustments to the cabinet which we did the next day resulting in an install of the refrigerator on Friday May 27th. As I mentioned in my opening, because of the rebate we ended up purchasing two other appliances a dishwasher and a gas range. The dishwasher was also attempted to install on the 27th with continued problems. After removing our dishwasher and installing a new one, the new one did not work. The install technician called his supervisor and our salesperson only to continued to be ignored by our sales team. The Ferguso

  Business response

  08/04/2022

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

   

  *****

   

  Ferguson responded directly to S*** ****** on July 6^th, 2022 and apologized for the lack of communication and explained that Ferguson does not perform gas conversions for her rangetop and that we would reimburse her for the installation fees as well as pay for the additional fees she incurred from her plumber to perform the gas conversions. All reimbursements were made back to her credit card. She mentioned that she had stopped her credit card company from payment for her entire appliance order. She was satisfied with the resolution and our efforts to make her whole and released payment from her credit card company for her appliance order.

   

  Regards,

   

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩