Ferguson Bath, Kitchen & Lighting Gallery

I was there for 15 minutes and passed at least 6 employee either on their cell phone, or at their desk. Not one person acknowledged my presence.   I did find a bathtub I want, but after taking a picture of the make and model, I will be buying it online.  The last time I remodeled 10 years ago there were not the kind of options that exist now, I had the same terrible service then but ended up purchasing here anyway.  I wasn't even going to leave a review until I saw that they must not care based on the miserable ratings they already have.

A few weeks ago my fiancé and I stopped by this location to check out lighting and bathroom fixtures. The guy who helped us out was funny and helpful, but he found out we were using a contractor that another one of the sales associates works with. So, he set us up with her. Since she was not in the office we left our information and a list of all the merchandise we planned on buying. After 3 days we had not heard anything so I called and they said the lady was out to lunch. I did not receive a call back so I proceeded to call the next day and she was with a customer. I tried for a week...nothing. I ended up going to Kenny and Company in the Gulch and they handled everything. I awarded Ferguson 2 stars because the guy that originally helped us was great...everything else in the experience was a waste of time.

Pro: They have a good selection of some beautiful stuff
Cons: Everything else. The customer service is HORRIBLE!  I was told multiple times that I would be called as my items arrived. NEVER once did I get a call. Similar to another review, I had to call and ask for updates and randomly they're like oh yeah it's here, do you want it? Repeat for every single item in my order. Then, things wouldn't be delivered when promised and I had to call again.
In fact, the only time I got a call from them was when my second payment was due. That's it.
I would never buy from here again.

My mom and I were a walk-in, but lucky enough to get paired with the very best sales rep, Will McCabe.  He was so very knowledgeable about the products.  Doing a complete reno with our kitchen and bathroom, we need so many items and wanted them to match our perfect cabinet knobs.  
He went above and beyond to put together our portfolio of items, discarded things that were unavailable, clearly spent lots of time on this.
He kept us informed on our order and if anything became back ordered, look for a replacement.  Delivery was seamless.....
Would give him a 10 star if I could - I'll have to update with some pics, but for now, we couldn't have been more pleased.
Thank you Will!
Recommend him highly, but I do suggest making an appointment, and you will not be disappointed if you ask for Will.

Unfortunately, they are the only game in town.  Showroom and sales team are all nice.  Once you place your order expect nothing but confusion and chaos.  Thankfully they are generous with returns.  Back of house is a complete S show.  BTW Build.com is Ferguson but you actually get what you order for less.  Use them for their showroom then purchase elsewhere.

Ferguson, the epitome of a love/hate relationship.

Are they always busy?  Yes.
Is their customer service lacking?  Absolutely.
Are they expensive?  Yes, they are.

But if you are remodeling a bathroom, and have some specific ideas on what you'd like, sometimes - this is your only choice.
Hubby and I recently renovated our master bath, and while we got the shower fixtures, vessel sink, and faucet elsewhere... evidently.... no one else in the world uses a medicine cabinet anymore.

We looked high and low, and found tiny, cheap looking boxes - or were sent to websites touting European cabinets in the four digit price range.

Ferguson at least had several options to choose from... and while I never thought I'd need a $350 medicine cabinet, I now own one.

Did they mess up the order, and that two days out of Atlanta become a week and a half?  Why, yes they did.  But when it finally did arrive, it was correct and undamaged, so there's that.

If we lived in a larger city, one might have choices and thus I could do a more in depth review and compare and contrast, but alas - we love Nashville so this is part of it.

Over the last 8 years, I have purchased numerous sets of appliances and fixtures for both my own home and my investment properties. Tommy Williams is the first person that I call, and he always has something that fits, wants, needs, and budget.  I highly recommended calling Tommy Williams at Ferguson's first when looking for appliances and fixtures.

Went to buy some black gas pipe at the Nashville store. One salesman at the counter told me after reading the exact parts back to me from his computer screen that it was $768, I told him that was not right. He looked again and told me that he double charged for some pipes and changed the price to $528. I told him that it was still way to high and left. Lowe's charged me for the same parts $244. Needless to say that i am not going back there again. It's just not right.

Update again

Went back there recently of course not to buy
Just to look at some lights so I could buy at another store or better off online.  Well the same girl with the long brown hair in the back by the outdoor lights just sitting there mindlessly on her phone as everybody walks by and she never asks if anybody needs help.   I think she's just a fixture over there or something she serves no purpose other than looks good.  Obviously the employees  there are some of the worst sales people I've ever encountered they are literally good for nothing.  Go buy everything online it's cheaper and then these idiots will go get a job for the government and can continue being useless.

I wouldn't do any business with this place it's only good to see what's available and go buy someplace else.   I spoke with sales person LeeAnn and then I called her back so I can place the order but I never heard from her.  I contacted the front desk to confirm she received my messages they were nasty and said they would relay the message and Again I never heard from Leanne to buy a $1000 light.  I strongly advise
don't do business here just use them to view the lights.  Take your business elsewhere as I did they don't deserve it.

This place is decent they have a fairly good selection although Although their things tend to be on the high side.  They are more on the higher end which is fine their prices are definitely up there but luckily it's a free world and you can go out on the Internet and shop for your best price.  I agree the customer service is absolutely horrible I walk past women just sitting at the desk they don't say anything to you. One woman who is very pretty I see her on a regular basis when I am in the area she's always staring into space never says a word to anyone.  I would definitely check it out if you're looking for fixture but I like hermitage lighting nearby a bit better and the customer service is 100 times better there.  They have different fixtures to look at so you definitely want to go to both places if you're like me and want to see much as possible just don't do business here they don't deserve it bunch of  arrogant nobodies here.

The one star is because they do have beautiful products in the showroom but everything else about the process will be lacking.  Customer service is rude and lacking accuracy.

This was a terrible experience.  One salesman said they did sell kitchen countertops and would get back to us. When we didn't hear from him in 5 days, we went to the store, and another saleswoman said the store didn't do countertops at all.
We ordered a toilet and without asking us they decided to give us a plastic toilet top instead of the wooden one we ordered. They charged us for the wooden one. It turned out that they don't actually have a wooden toilet seat. Only with a lot of insistence did they send us another more solid seat. Still not the color we wanted because it didn't exist. If they'd told us of the problems up front we would have gone elsewhere.  
Never again.
I begrudgingly had to give 1 star because yelp insists on at least 1 star.  It really deserves no stars.

Horribly rude customer service. The ladies at the front need an attitude check or to be fired.

I was coming off of a long night in the OR at a local hospital and had a 9:20 appointment with Brian. I hate to speculate because I have purchased things from them before for several of my other properties but I think I did not look like their ideal clientele. The lady at the front desk was on what appeared to be a personal phone call and I waited for over 5 minutes for her to say ok girl let me call you back someone is standing here. She then proceeded to say yes?. I told her I had an appointment and she said ok I don't know where Brian is but he should be up here in a little while. Brian proceeded to show me things that were more reasonably priced even though we had not discussed budget. He told me what I needed and said he would email me a quote by the end of the day or tomorrow. It has been over a week and I have not heard anything despite calling to make sure they had the correct address. My friend said she had a similar experience with this location and went to the one in Hendersonville and had excellent customer service. I am very disappointed and would not recommend this Ferguson location.

Absolute worst. What's the point of having a pretty showroom and staff with smiling faces ready to fulfill your order if EVERYTHING shows up wrong and/or broken? Sure we all make mistakes, but the same one multiple times?? If remodeling and dealing with contractors isn't stressful enough, leave it to Ferguson to make it worse.

I have had a terrible experience with appliances and would advise others to stay away. I purchased high end: range, refrigerator, 2 dishwashers, 2 undercounter refrigerators, microwave, ice maker, 2 washer dryer pairs. The dual fuel range that was installed was PROPANE in a natural gas house. It took months for that repair (they only would agree to swap orifices - not the entire range) Now I realize that the range IS NOT LEVEL! Realized this when my thanksgiving turkey almost rolled out of the oven onto my feet. Safety issue here! Ferguson was paid to install - they just did a crap job of it!! Could not get anyone to respond to my multiple phone calls - the receptionists are curt and dense, anyone else I talked to said they would get back to me.  Yeah, right.
A phone call to the manufacturer (Wolf) was very helpful - I was put in touch with another local distributor for repairs. I wish I had gone to this distributor in the FIRST PLACE! The price on these high end appliances does not vary much, so shopping for price is not an issue here. Shopping for a good vendor/consumer relationship is essential. You will NOT get that with Ferguson Nashville.

We had the best experience with the Ferguson install team. They were very careful installing our new washer and dryer. They hooked everything  up carefully and waited to make sure both washer and dryer worked flawlessly. I would 100% recommend the install team at Ferguson:).

How does this place stay in business???
I would give it zero stars if I could! And judging from other comments, I'm not the only one either! Walked directly in and stood at the front desk, waited for around 15 minutes with NO ONE ACKNOWLEDGING US before finally saying excuse me! loudly. Asked a question about a light fixture we needed to replace in our bathroom, and only got vague answers. Walked around in the store looking for fixtures. Again, no one acknowledged us. Asked representatives questions, got answers like ,Oh, i'm not sure about that. Very dismissive. I will NEVER go back there. Sure, the fixtures are beautiful, but we will just order online or from a different place. Worst customer service ever. A lot like this other place PDI, Kitchen, Bath, and Lighting in Nashville. Also, cold, sterile, no one pays attention to you unless you wear Gucci, have plastic surgery out the wazoo. Seriously, what's up with these businesses that ignore people?? If they assume I'm not wanting to spend money, they're WRONG! And they're losing business! Places like Ferguson and PDI are the reason why people are doing more and more online shopping because what's the point of going anywhere in person when PEOPLE who WORK there don't even seem to care that you exist?? And I can't tell you how many workers there are on their phones texting or chatting with other workers and not about work either!!

We worked with Cody to purchase a new range, sink, garbage disposal, dishwasher, vent hood and handles for a kitchen remodel. He was helpful in the showroom to walk me through all my options and offer suggestions and recommendations. They were prompt on delivery, product specs and help when we decided to re-order handles in another color. It was great to be able to see all the options in the showroom before spending that kind of money. Additionally they worked with us on pricing as we were ordering a number of items so I felt we got a good deal too. Overall a great experience.

Absolute lack of service or integrity. We are without a functioning cooktop for the past 5 months. We bought a brand new home with appliances purchased at Ferguson. We initially tried using our cook top (Thermador) and had a lingering gas smell within our house. Well after a few visits from the gas company and a visit by the installer, we decided to turn to the seller of the appliance, Ferguson. When my wife spoke with them initially, the service person was willing to order us a new one. Then when it came time to replace, the manager stepped in and said we couldn't replace the unit with a new one but only service it and replace parts. He thought the unit just needed to have an adjustment done. We weren't satisfied with being sold a lemon and not given the chance to order a completely new one, however we finally decided to allow them to try to fix this lemon. My orginal solution was for us to be given or reimbursed for an induction hot plate to get by until this was resolved, but the manger showed no interest in this and must of thought ordering carryout every night was a better idea. Well, after the service technician came out, it turns out two of the burners leak and it needs more than adjustment. All new burners were ordered and no idea when these will show. Left a message with the manager and still no answer. I would highly recommend visiting other appliance stores like A-1 or even Costco where they have exceptional service. Quick question, if you bought a brand new car with a bad engine/transmission, would you not expect the dealership to take the car back and give you a new one and/or give you a free rental while the situation was worked out? I miss grilled cheese at home.

Just friendly advice if you need products and are in no hurry and need zero help and zero call backs that's the only way you should work with these people. I've been through 3 sellers in different areas and the we will call you back should be we will never call you back or email you back I have no idea the work ethic here but it must come from the head down. It has been a total nightmare to work with these people. Calling someone at build.com has been much more fruitful but God forbid if I need to return something at this location. It's been a complete nightmare even the front desk has told me 4 times we will call you back and NOTHING. My contractor is struggling with the same issue waiting in vein for them to call him  back with simple questions. Once, the manager got involved and helped immediately but as I'm working on a whole house had to go back to sales team which are terrible!

This place makes me laugh! Of course they have beautiful things and the girls working there are too. I won't dwell on that. I will however, dwell on the fact that I have been twice and the exact thing happened both times. NOT ONE person acknowledged the fact  that I was even a customer. The employees act like you should speak to them. I don't know about anyone else's experience, but I had way more acknowledgement at Hermitage(and they were extremely helpful!). If I ever choose to buy anything from this business, it will be from online only. I guess they go by service on the size of a woman's ring? How rude!

Never go back .. I have built 3 houses in 2 different states and this place has by far the worst service !! Entered , walked straight to the desk . One person got up and turned away to busy herself with paperwork and the other person answered the phone , listened for a minute , then asked if I needed help . Why, yes I am here to pick 2 specific items and want to spend about $4000 . The lady whose name I only know because I overheard the desk call her asked how she could help . I told her what type of room I had ( modern ) and what I needed . She showed me 2 items which were totally rustic . I pointed out some things I liked . Her answer..  no we don't have your size or
finish . Ok , so now I begin to look at lights . Once again she shows me an antler light ?? Really horns or some such thing . I turn to look at a$3500 light and she WAlKS away !! Never again .

we have built a very nice house and the contractor recommended getting all of our lighting fixtures, faucets, sinks and appliances from ferguson. Let me tell you how horrible this is, the house was finished a year ago and I am still trying to talk to our customer service representative about replacing lights, when I say trying to talk to our customer service means that I call every day, I have left so many messages and I never hear back from her. I have called for 2 weeks now every day and I still have not heard back from her. They are just way too busy to care about any business, small or big project, they simply don't care so please don't waste your time, go somewhere where they care. I do not recommend this place to anyone.

If I could give negative stars I would.  Do not use this company or purchase anything from them.  After waiting months for a washer and dryer, we received a delivery yesterday with a damaged washer (that was at least the correct model and color) and a dryer that was the wrong color and model.

The rep who sold us the original washer/dryer combo (Hamid) didn't bother to tell us after placing our first order that the items we ordered were discontinued (we found out after calling three weeks later and asking for an update).  

I triple checked that the correct items were purchased- yet, we received the wrong product.  The delivery team wanted to install the damaged washer, which we declined to let them do.

After trying to get someone from the showroom to help us, a manager, Cara Highfield, got involved.  Cara set the expectation that she would follow up by certain time- which she didn't- then proceeded to transfer me to her manager which turned out to be the Pensacola location (the person she transferred me to had no idea who she was or why I was contacting them), then when I called Cara back she hung up on me.

To say this has been an awful experience is an understatement.  I read the reviews online before ordering here, so my fault for thinking that my experience would be different.

Stay away, go anywhere else.  DO NOT GO TO FERGUSON and DO NOT WORK WITH CARA- she is not professional.

Great stuff. Horrible customer service. I am shocked by the ignorance of this company to not have workers to help their own customers. I was here with 3 designers for over an hour and was waiting for help the whole time. Not worth MY time or yours.

Fancy products but terrible customer service.  Ordered some shower fixtures from them and there was confusion with the order, but I decided to give them an extra chance because they were friendly and they have individual salesperson working us.  So I thought I would give the young lady I had worked with another try when I needed a special toilet tank.  As a repeat customer, I thought I would be taken care of just fine.

Wrong.  It was a disaster.  We were on a tight timeline for our renovation and this woman did not bother to update us until being hounded (she never seemed to be available).  For weeks we kept finding out over and over again, that our order did not make it onto the truck for delivery to the store.  Finally I gave up and ordered the same thing on the internet for $30 cheaper and it was delivered to my door in less that 48 hours.

Later, after several phone calls, she could not figure out how to credit my credit card for the cancelled order after assuring me it would be no problem.  This is the first time in 15 years as an American Express customer that I had to challenge a charge to my account after my exhaustion following up with this woman and everyone else at Ferguson Fixtures.

I have to say the showroom is absolutely beautiful. My wife and i met after work to pick out a light fixture for a home we are remodeling. I was ready to spend several hundred dollars for the fixture. We immediately found several fixtures that were exactly what we have been looking for to purchase. We had a few questions and when we asked the reception if we could get some help, she placed a call on the intercom as normal protocol would dictate. We waited for 20 minutes for someone to at least acknowledge our presence in the showroom. We finally decided that Ferguson is not interested in our business and left. On the way out my wife told the receptionist we obviously did not matter and she only could say she was sorry, never offering a solution. I have decided that maybe we didn't look like a wealthy couple and the sales staff would probably not make a lot of money. What is disregarded in that poor judgement is that we have an older home and are remodeling room by room, the kitchen and bath are coming soon. One thing I have learned in my forty years of working in the service industry is that you should never disregard those who may not fit your mold. It looks like Hermitage Lighting Gallery is gaining new customers. They may be more expensive, but they care enough about their customers to spend the needed time they desire. I am incredibly disappointed in our experience.

The WORST customer service EVER.  DO NOT use these people. You can buy the same appliances from many other stores. They have come 4 times to install our appliances and leave every time with the job incomplete saying it's another department. They also delivered one of the wrong appliances. These people don't care about whether your stuff works and they don't care about doing their job correctly.  They are TERRIBLE.

Run....do not walk...run away.

A complete disgrace to service. Very unfortunate as they have a phenomenal selection...but then expect problems.

Ordered 3 chandeliers as a few light bulbs. All three boxes arrived caved in as of they were drop kicked.  Bent and damaged - every one of them. Ordered 6 light bulbs and they billed and sent 200...so it begins...you buy here and you get to be your own customer service rep.

This is where it makes me stupid. I ordered again...a very simple light for our front porch. First one arrived in 2 weeks- broken glass. Re-ordered....second one arrived - broken glass.

Made calls- no return calls...drive down and was told they would give me the one off the floor.

Amy at the front was dismissive and I even got the eye rolls...news flash...lots of people unemployed now- don't volunteer to be one of them.

Finally got it resolved, but only because I became my customer service rep....had to make three trips and do their job for them.

By the way, no apology , no acknowledgment of performance gaps and then attitude.

Run.

This place is a disgrace.  Recommended by our builder - we ordered our refrigerator 6 weeks ago.  Problem:  They never placed the order, never followed up, and a quick google search showed the appliance had been discontinued 2 months before we even ordered it.  Then the excuses and outright rudeness began.  They obviously have a severe culture problem with no accountability and an excuse at the ready at all times.  Sickening experience all the way around.  I have no doubt they'll be out of business in short order....and it'll be good riddance to bad rubbish.

Buyer beware!!!! They wrecked our new home right before the closing!! I have to say this is the worst customer service/ delivery experience I have ever experienced. We spent a few hours at Ferguson on a Saturday picking out a washer and dryer and fridge using a builder's credit. We had a $5000 credit with our builder to get appliances for our new home.

We did the final walk through on a Tues night and the house looked great with some touch-ups to be done by the builder. The appliances were delivered that Wednesday morning and closing was to be that afternoon. Wednesday mid-morning, I received a phone call from the builder that the delivery guys wrecked the house. There was a 2ft by 4ft black mark running along the foyer hallway. There was also a 2ft dented in section of drywall with several nail pops. They knocked the staircase railing off the wall and had dents/scratches running up the entire staircase. The hardwood floor staircase landing was so scratched the builders hardwood floor guy had to resurface the wood. The washer door was dented and scratched and they shoved the washer in so hard that it popped the drain cover off the wall.

The builder is dealing with most of the clean up and will be billing Ferguson. We have called multiple times to discuss getting the washer door replaced and who needs to fix the drain cover. After the extent of the damage, you think someone would be calling to simply apologize for the inconvenience of delaying our move while the builder had painters and people resurfacing the floor. No one from Ferguson returns calls and the excuse is always I promise the person you need to talk to will call you back. It's 10/12 and the delivery was on 9/23. Thanks Ferguson. I hope this review saves other consumers/builders from the same mistake of shopping at Ferguson.

Bad service.  Was told they put me on 18 months interest free financing.  Only to get a call a week later to say it was only twelve.  my wife and I feel that we were told anything to make the sell.  We had everything lined up so we had to stick with them because we needed the appliances.

Ooo and this terrible 1.5 star rating is well deserved! I also have had a horrible experience with this place. They may have great products but the sales team apparently sells you the incorrect products and when it's shipped (was damaged by the way), and it's incorrect and damaged they have nothing to say except argue with you. I spent a significant amount of time explaining what i wanted and was sold exactly what i did not want. I am appalled that this company gets away with this! It is almost like they just want to sell the product and don't actually care about the consumer. I would NEVER recommend spending money here! The reviews should not be overlooked as I did in hopes to give them the benefit of the doubt! Bad choice on my part.

Barb Youngdahl was late for our scheduled appointment. She did not greet me and only asked if I were Miranda. I told her yes and she then eluded to tell me I only had 15 min with her because I am not a client of hers and she works on commission and can only work with her own clients. I told her ok well my mistake for assuming making an appt (2 hrs) would get me more time with a knowledged consultant of Ferguson and walked away to not waste any more of her preconceived 'valuable' time. I asked for a manager who showed me around to the appliances I wanted to see and then worked with Jessica who was fantastic and very knowledgeable on top of being personable and kind. I left with my goals accomplished but disheartened by the rudeness of the person (BARB YOUNGDAHL I initially made an appointment with via the website. Out of my haste to get the soonest appt available I blindly chose a consultant who had availability. I now know why Barb has the availability in her schedule and would recommend she reconsider her candor with all clients of Ferguson and not just her own. If consultants cannot work with clients who have started an invoice then there should be an option to do so on the website and clearly explained.