I just had a meeting with Taylor B. and she was nothing short of amazing. Her knowledge and passion for all things that relate to home renovation shined through. Her customer service was exceptional. I would highly recommend Taylor and I thoroughly enjoyed visiting the store today.

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Submitted by Pam Ohlinger on Tuesday, May 07, 2024

2 Star Testimonial by Pam Ohlinger

Overall

Won't return phone calls or emails
Tell you things have been taken care of when their not.Warehouse workers even get frustrated because orders are messed up. I won't name names

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Submitted by Michael And Mary Kerwien on Saturday, Jan 13, 2024

4 Star Testimonial by Michael and Mary Kerwien

Overall

Just wanted to express to Erin and the staff for their great help with our bathroom renovation. They had great suggestions and had products delivery as soon as needed. Thank you.

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Submitted by Sharon Bryant on Wednesday, Dec 13, 2023

1 Star Testimonial by Sharon Bryant

Overall

Poor customer service. I went in to the store after calling first… not one salesperson offered to help me. After waiting for quite a while, I left. I will not do business with this company.

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Submitted by Elizabeth Brady on Tuesday, Oct 17, 2023

2 Star Testimonial by Elizabeth Brady

Overall

We purchased a shower base and walls set from them a year ago. Due to some issues that project got delayed til this month. We opened the sets and the team there ordered us a shower base and tub walls. They don’t go together. The manager pretty much said too bad it’s beyond your 90 days. Fortunately we contacted the manufacturer, who helped us out immensely. Not only did they order us the wrong type of wall but our salesperson when we initially purchased assured us they were perfectly fitted to accept grab bar, shower seats etc. they are not! The model we needed had supports enclosed but because of her lack of knowledge she got our order wrong on all levels! They have beautiful merchandise and eventually we got got mostly what we needed but it was not easy, it required 5 trips down, and we ate forced to do a lot of custom work to make this install happen. Be careful what you buy!

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Submitted by Marine TPDM on Wednesday, Jul 19, 2023

1 Star Testimonial by Marine TPDM

Overall

Have to agree with the previous posters about the poor customer service. Have been there 2-3 times recently and the gals at the front desk don't even look up or acknowledge you when you walk in. I even had an appointment but arrived 20 minutes early. I stood at the front desk to try to let them know I had arrived and the gal was fooling around on her computer and she never even looked up. I was only a few feeet away from her and I know she saw me. I finally just walked around until my appointment time and then returned to the front desk, and then, and only then, did she look up. No hello, no can I help you. Just stared at me like I was interupting her game of Candy Crush.

Returned a week later and was met with the same response.

Had a few more questions, called and left phone messages which were not returned until I finally left a voice message asking if the person I had been dealing with had left the company.

Since my contractor uses this firm, I did order from them, but I will not return. There are too many other places who actually want your business and don't competely ignore you. Maybe this business is doing so well they don't need or want new business.

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Submitted by Francine on Thursday, Jun 08, 2023

1 Star Testimonial by Francine

Overall

After waiting 1.5 yrs for my fridge it’s now sitting in my garage as I plead with them to install. Was sent on a wild goose chase, given the number of a day care to schedule the installation.

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Submitted by Ray Weed on Thursday, Mar 09, 2023

1 Star Testimonial by Ray Weed

Overall

The after the sale service is horrible. If you want to set up an appointment to order a product, no problem, you'll get a call back right away and they are happy to take your money. If you have an issue, good luck.

We were advised to buy our fixtures in advance due to uncertain lead times. No problem. Bought them early, then build was delayed. Everything was stored in climate controlled space until we were ready, which was approx 9 months after we received them. Come to find out, one of our faucets ($750) had a defective finish.

REPEATEDLY called the showroom and left messages to get a call back, didn't happen. Called the branch manager, he never called back either. Manufacturer wouldn't do anything, was passed the 90 day warranty. Finally, someone from the showroom called back. Didn't seem like she wanted to do much for us, said she would talk to the manager and call me back the next day. Well, she didn't call, surprise!

For a single faucet, this wouldn't be such a big deal, customer service still sucks when it comes to getting a call back, but for this single project, we spent almost $11,000. I would expect Ferguson to care a little bit about a customer with a sizable amount of money spent, who is also a contractor that sends customers to their showroom. Not anymore. I don't expect a free replacement but I do expect much better communication. Perhaps a faucet at cost but I won't count on it.

Before a response is written to this review, I will not reach out to "resolve the issue" because I've been doing that without success.

Google Review

Submitted by Chris Lord on Monday, Apr 25, 2022

1 Star Testimonial by Chris Lord

Overall

Negative reviews on here 100% accurate. Walked into showroom and sales rep could care less that I was there. Not a hello, not a can I help you, nothing. I had to initiate conversation and she was irritated that she had to answer my questions. She had an appointment so she reluctantly took my contact info. I told her exactly what I wanted and I was ready to buy. She said she would put the info together and email me. Never heard from her.
Apparently they have more customers then they need. To bad.
I bought online.

Google Review

Submitted by Rich Ferrante on Saturday, Nov 14, 2020

1 Star Testimonial by Rich Ferrante

Overall

Don't even go here unless you have an appointment. I walked in and an associate was busy with a family choosing bathroom fixtures. Another was behind a desk on the phone. I walked within one foot behind her several times to view faucets and she never greeted me or asked if I needed help even when she was off the phone. After reading reviews of the KOP store and this store, it seems to be a common theme. They need to hire more help. I wasted 30 minutes of travel time to get there. I walked out. It was clear I wasn't getting help any time soon. It's a shame because I was prepared to buy a bathroom faucet, shower head, and toilet. Hire help!!!!!

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Submitted by Robert Green on Tuesday, Apr 21, 2020

1 Star Testimonial by Robert Green

Overall

I went to Ferguson Plumbing on Friday evening to get a part for my shower, as I enter the store the salesman told me to get out and was very rude. I believe if I was a white man he wouldn't have said this to me. I told him him don't talk to me like that. I will tell my family and I will post this on Facebook to let people know what happened. I went to Home Depot and got better service and got the part I was looking for. I will never do business with Ferguson Plumbing in the future. I can't deal with rude and racist people.

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Submitted by Tyler Wood on Saturday, Mar 14, 2020

5 Star Testimonial by Tyler Wood

Overall

I had a great experience at Ferguson Wilmington. Tom "Tommy D' has helped us with multiple projects. The latest home renovation was my Master Bathroom! I gave him a list and when I showed up it was all ready to go! He knows his stuff!

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Submitted by Maryann Misectic on Monday, Mar 09, 2020

5 Star Testimonial by Maryann Misectic

Overall

I shopped around and dealt with several associates at other companies looking for a bathroom vanity. I then went to Ferguson on Maryland Avenue in DE. I was up against a tight time frame due to my contractor's schedule. I dealt with Megan Cascarina and she was wonderful. She was professional, knowledgeable and patient. She kept me advised as to the status of the vanity as well as followed up with me once it was delivered. She was wonderful to deal with. AND...I love my Bertch custom bathroom vanity and matching mirror. It is elegant and the price could not be matched by the other places I worked with. Thank you Megan and Ferguson. I highly recommend them. Maryann Misetic

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Submitted by FZK FZK on Sunday, Mar 17, 2019

1 Star Testimonial by FZK FZK

Overall

We had to order all fixtures for 4 bathrooms and arrived at the showroom around 9 am (it's open until 12 pm on Saturday; closed on Sunday). We walked around, picked out fixtures we wanted and were working with Erin to get them all sorted out, work out the pricing, etc. We had done 2 Baths and were working on the 3rd and 4th. Throughout this time, people were in the showroom and browsing, but Erin was the only person there. Given how many people showed up on Saturday at the showroom, it was obvious having only 1 person there made no sense. Erin had to keep interrupting our selection and order process in order to help others. No problem; we continued on. Then a couple showed up and the woman kept hovering around us and scowling. I told Erin she could help the couple and then we could continue with my order. The couple made themselves comfortable and sat down with Erin for almost an hour! At one point, Erin turned over her computer to them so that they could browse through various options like as if they were sitting at home and there were no people waiting around for the only salesperson there to help! I sat patiently waiting to get back to our order. My husband and 9-yo daughter patiently waited too, as did other customers. Finally, Erin finished helping the woman with her $1,100 order - not much when compared to what my order would have totaled for 4 bathrooms. By now, it was past noon. I thought we were finally turning to my order, but no. Erin said that since it was past 12 pm, she could not complete my order. I pointed out that I had been patiently waiting for almost an hour for her to do just that. Erin's response: it was unrealistic for me to think that I could finish my order for 4 bathrooms in one visit and that I had no appointment. I pointed out that we had actually been on track to completing my order for the 4 bathrooms until that woman had monopolized her time for almost an hour and, besides, she did not have an appointment either. And, I had called beforehand to confirm an appointment was not required and was assured it was not. Moreover, Erin knew that we (my daughter, my husband and I) were waiting for her for almost an hour and, during that entire time, not once did she tell us that she would not be able to help us past 12 pm. So, we'd sat and waited and wasted all that time for nothing. All Erin did was keep repeating that she could not complete my order as it was past 12 pm and she offered to work with me via email. But, given our experience at the showroom, why would I spend thousands of dollars at Ferguson?

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Submitted by Victor Lopez on Sunday, Jan 21, 2018

1 Star Testimonial by Victor Lopez

Overall

Just bought a manabloc manifold for $215 last Tuesday and a plumber installed properly it and started leaking . Called the store and the employee told me that he never heard of a manabloc leaking, but told me to call Eric. I called and he said that once the product leaves out the store is out of his hands, that I need to contact the manufacturer. Not to mention that I spent $325 total in parts for installation. I called the manufacturer and they say they will have to contact the vendor to honor the 10 yr warranty. Basically they’re playing ping pong with me , but to take my money it was all good. In the meantime, I still have a leak. Not asking even for the $ back , just to replace the one installed to stop the leak.

1/21/18
On the issue above , I’ve been email back and forth and no one wants to take responsibility of why the product came with a leak frim the manufacturer. I wil replace it, buy a different manifold, and all from Lowes or Homedepot. Dont spend your money at Ferguson, use my tale as a learn experiece. Look what they say in the reply “ issue is been resolved “ not true at all.

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