We have had a very similar experience to others described here. Our visit to the showroom was wonderful — very informative and helpful. But EVERYTHING beyond this was atrocious. We ordered over $40k worth of appliances from this company and it was an uphill battle EVERY step of the way. It took dozens of emails/phone calls to find out anticipated delivery dates (we were patient for 5 months before we began to ask), twice our deliveries were scheduled and never arrived… Each time it was at least 2 phone calls/emails before we even got a response. We are still waiting on a final appliance that was scheduled to be delivered last week (and wasn’t) and then again today (and wasn’t). It will take us at least an hour to connect with a responsive human next week to try and reschedule this delivery… FIVE months after we placed our order we discovered (of our own accord) that multiple items would not be available for over a year (when we ordered we were told 6 months max). We understand much of this is due to supply chain issues and out of Ferguson’s control, but when we approached Ferguson’s to ask for advice we got NOTHING. So, we turned to another appliance company and within 3 hours they helped us find solutions to our problems (slightly different products, but similar in quality and size and readily available). Within 5 days the products from the other company were delivered to our front door. We will forever rely on this other appliance store…

As for Ferguson’s — all we can say is we can’t wait for our final appliance ordered through them to arrive so we can be done with them for good.

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Submitted by Susan N on Friday, Oct 14, 2022

1 Star Testimonial by Susan N

Overall

Beautiful showroom, but zero follow through and no communication from the salesperson after everything was prepaid to place the order. One large item I paid for in advance was never ordered and 6 weeks later at time of install I was told it was "discontinued by the vendor," which skewed my project design and set us back more than six weeks. Backsplashes were received broken in half and it took a miracle to get a replacement- which still didn't match the countertop. I received no contact that wasn't initiated by me. Do not go to Ferguson in Portsmouth if you value your time, money, or sanity.

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Submitted by Maureen Holderith on Tuesday, Oct 19, 2021

1 Star Testimonial by Maureen Holderith

Overall

It’s unfortunate that I had to rate this company with one star, if I could I would give them negative stars.
I’ve worked in high end kitchen design, cabinetry, and appliances for years, which is what the Ferguson showroom sells. Please don’t be fooled.
I am new to the area, I was sold by the showroom, the sales people, and promises, shame on me.
My experience was horrible. The lack of communication, the lack of follow up, the lack of any Customer service was completely absent.
My $$$ built in refrigerator was left on my lawn, outside for days, for me to figure out. They didn’t care. I’ve spent many thousands of dollars with Fergusons, and they Do Not Care. Dont be fooled by good looks like I was.

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Submitted by Katie Scott on Monday, Jun 14, 2021

1 Star Testimonial by Katie Scott

Overall

This company has very poor communication and does not place your orders on time so what was once in stock, might not be by the time they place your order. One worker in particular did not respond to emails unless I followed-up with a second or third reminder or called to speak with the manager. I would never go through them again.

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Submitted by Susan Sanborn on Friday, May 31, 2019

5 Star Testimonial by susan sanborn

Overall

I would say they pretty much beat on line and box store pricing 90 percent of the time. We bought all our Kitchen appliances including Wolf, Kitchen Aid, and Broan., Bathroom Fixtures & Accessories, and lighting. Even though it was not 100 percent of the time, dealing locally was much better for returns and glass that came in damaged. A grill on the front of my fridge came damaged and again, all it took was a phone call no questions asked, just reordered it. I want to thank Heather who put up with my constant questions, phone calls and emails. She was busy but always got back to me as soon as she could. She was also good with recommending certain names brands to help with pricing.

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Submitted by Dennis Willson on Sunday, May 26, 2019

5 Star Testimonial by Dennis Willson

Overall

Yesterday an amazing thing happened to me at the Ferguson Bath, Kitchen & Lighting Gallery. We had purchased a pendant lamp for our kitchen through the Gallery but, when I installed it, I realized the lighting portion of the lamp was off-center, such that the lamp did not hang straight. It was clearly defective. With the electricity turned off and no light in the kitchen, I went to the Gallery in a panic. They, of course, offered to replace the lamp but it would take a few days to get delivered. I had discarded the prior fixture and had guests coming the following week, so the delay was troublesome, to say the least. When I explained my predicament to Angela, one of the associates of the Gallery, she fetched a ladder from the back room and took down the sample of the same light I had ordered that was hanging in the showroom, disassembled it and gave me the part that was defective from the lamp I had received.

This was extraordinary service and way beyond the call of duty. Angela showed her worth not just as a customer service representative but also as an electrician and wiring specialist. Needless to say, I was impressed. We just moved to the Portsmouth area and have need of many of the things Ferguson sells. Based on this experience, we will certainly be purchasing all of our bath, kitchen and lighting needs from Ferguson.

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Submitted by Brian Slovenski on Monday, Apr 29, 2019

5 Star Testimonial by Brian Slovenski

Overall

Angela is great to work with! Very professional and detail oriented. We look forward to working with her & her team again in the future. Thank you!

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