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January 2024 by denise johnson
Such helpful staff! Really appreciate all your advice and wisdom as well as the great selection of supplies. What a hidden gem! I'll be back.
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January 2024 by Barry Smithers
Have been to this shop twice in the past year looking for different items. Both times, no one there had any more detailed information than I was able to garner off the internet (I was looking for a few specific details related to how the item might actually fit in my home). Turns out you need to pay for someone to just come out and measure and then answer your questions (hopefully). Really poor customer service.
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October 2023 by James H.
Bought an appliance (oven) from Ferguson. Getting attention from sales staff was a challenge, but installation services and scheduling was OUTSTANDING. Carl Jones as scheduler was supportive and responsive. Install crew (I didn't get names) were professional, highly skilled and careful. Ferguson aslo helped by ordering one missing item (only b/c I bought a floor display item) and registering warranty. Highly recommend.
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October 2023 by Sarah R.
I ordered glass shower enclosures for 2 bathrooms in DECEMBER of 2022 and have yet to have my project corrected and finished. Working with Ferguson has been nothing but a disaster. We have received nothing but excuses and poor customer service.When the installer put in our master enclosure the support bar that was ordered was incorrect. We were told he would order the correct one and months went buy and we never heard anything. We have reached out on multiple different occasions and have gotten the run around. We still have no support bar for our very large enclosure that is just sitting there waiting to be knocked over. The installer also CHIPPED our brand new tile and instead of fixing it correctly just shoved the chip into the clear caulk in an attempt to cover his mistake.On to the upstairs enclosure. We waited and waited for this enclosure to come in. When I reached out to Ferguson I found out that the doors had never even been ordered despite our payment months before. Jennifer attempted to blame Basco for the mess up. An easy call to Basco showed that Ferguson dropped the ball yet again and never approved the design. A few more months go by and the installer comes to install. He finishes and I go in and the dimensions are incorrect. I had signed off on the original design with a certain size door (I have the document) and someone took it upon themselves to change the door size without my approval. Again, they tried to blame Basco. Replacement enclosure is delivered and installer comes to install it, guess what, the parts are incorrect again. Months and months go by and I've heard nothing about the new parts. I email Jennifer for the 100th time (it is impossible to get her on the phone)for her to give me the same run around. Now another month has gone by and I've heard no response from Jennifer and I've had a pile of giant boxes on my porch since JUNE.Not to mention the installer letting himself into my house without knocking or saying hello and waltzing right up stairs. His response was "oh I didn't realize you guys were living here". There were cars in the driveway and furniture in the house.10 months since I paid a very hefty "Full amount" and I still don't have services complete. Absolutely unacceptable. This place is an absolute joke and Jennifer and Kurt should both be fired before they run it into the ground.
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October 2023 by Harrison Kallina
TL;DRIncluding our builder who partnered with Ferguson in the first place, we are currently several weeks into interacting with 5 different companies, spending literal hours on the phone, just to try and get our warrantied dishwasher serviced for an error most often correlated with an improper install.The story so farCalled Monday morning for our dishwasher erroring out, went from Ferguson to New Leaf Services, immediately providing everything asked for, with accompanying photos of the same.Didn't receive any ticket information or email confirmation, so emailed on Tues, without response. Emailed Wednesday, and they eventually submitted the ticket later that day.We then waited and eventually heard from Home Service Network to schedule with Samsung. The first available appointment being a 6 hour window the Friday afternoon of the following week, for which someone needs to be home for.We wait that following week, and when the Friday comes around, we received a text that we didn't provide a serial number (which we did, both typed and photographed). We call and learn the text message was a mistake. Just to make sure everything is still good, New leaf follows up with Home Service Network and Samsung on our appointment. We were called back, a couple hours into our service window, that the service is still happening. Tech ends up being a "no call, no show", so we follow up Saturday morning. After some time on the phone, we are told that we'll have to wait until Monday to follow up, because Samsung isn't answering the rep's calls.Monday comes around, now two weeks after submitting everything, and we get a text that the technician had to leave at noon (hours before everyone confirmed the appointment) and Samsung wants to schedule for the following week, again for a 6 hour window at the end of the day. Followed up with New Leaf and got an "it is what it is" sort of response.I will update my rating, should we receive this service during the fourth week in the life of our claim. Until then, I cannot recommend this company, and their collective partnership structure, to anyone.
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September 2023 by Beth Teague
Not a very helpful group of folks, basically pointing me in the direction of the ceiling fans, no questions or offers of help.
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May 2023 by Dolly F.
Customer service is EVERYTHING! A business often succeeds or fails depending upon it investment in good quality staff. Ferguson's Gallery happily has acquired a tremendous asset in Sales Consultant Emily Taylor. Remodeling of an old home is never as easy as beginning from scratch. My husband and I are out of touch with all the current appliances, manufacturers and new features now available. We have had quite the education! Ms. Taylor is well informed about a vast variety of manufacturers and the countless products they offer. The amount of information this one person processes is impressive! Not only is she well informed but we appreciate her enthusiasm and involvement in our project. We know that when we ask her opinion we'll receive advice based upon years of experience. As an older couple, Emily has been very considerate in bringing to our attention products now available that are designed to help seniors remain independent and safe. If you need someone to help you design your new home or assist with a remodel, seek out Emily Taylor at Ferguson's in Charlottesville. You won't be disappointed. D. Frazier
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April 2023 by Julie W.
We bought all of our appliances and fixtures from Ferguson when we we're remodeling. Purchases were made 12/20/2020. Most everything was installed by 10/2021installed iSo far: bath tub cracked, microwave blown, bottom of stove crooked, the black fixtures have peeled and now the refrigerator is not working properly. Why wouldn't I want to pay a premium to do business at this place again?
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March 2023 by Peter E.
We remodeled a kitchen with Ferguson's in California. Discounts were available and appreciated. In our local Virginia store, none! I wonder if the builder has some benefit but we sure didn't and I would never recommend them. For one example, it was literally 30% cheaper to order a $1,500 item from New York and have it shipped here than to order the identical item through Fergusons.
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February 2023 by Tknj99 Tknj99
Like many other honest reviewers, I feel compelled to share the terrible experience with this company and if we could give 0 stars or negative stars that would have been more appropriate. Unfortunately our home builder is tied at the hip to Ferguson and we have been bound to select their services for our lighting needs. The representative in charge of our account has spent maybe 30 minutes of real time during the tedious selection process and all other times was either out sick, family obligation, with other clients or simply unavailable. One would humorously think that perhaps she was the owner with such a busy schedule that we are lucky to get a minute of her time. And sadly the way things work is that you are bound to a representative that handles your account in full and when someone else tries to help, which you get run-around prior to getting someone else, they only refer the information back to your main rep and then the run-around starts again lol. Perhaps for multi-millionaires they make more time for you, but the lowly rest can get the crumbs..If you are not bound to use them, go elsewhere.. Pro-tip: you can find the same items on Amazon for 1/3 or less cost.
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February 2023 by Kathryn Rockett
I would advise everyone to go to anyone other than Ferguson. They may have a large showroom to help make your purchase but customer service absolutely stinks. We needed to replace a built-in kitchen aid microwave which was just a couple months past five years old so no longer under warranty (naturally). We did not want to have to also have to redo cabinets which were custom and also only five years old so we turned to Ferguson since they had supplied all the original appliances for our kitchen. We understood pandemic, supply chain issues and a five year old appliance that may no longer be available. Spoke to the Ferguson rep, explained the problem and she checked and cheerfully told us the model was still available but would be an “extreme back order”. Never once suggesting another model that might work even though we asked. So we agreed only to then be told it was necessary for us to prepay the total amount including installation costs and taxes. Luckily we had the almost $2500 and could go ahead. It is now 8 months later. We have not been able to get anyone to respond to emails or phone calls asking for an update of the delivery. It has been confusing because a few months ago we received an email from Ferguson headquarters saying the item was shipped but upon checking locally they said it wasn’t true and the microwave wouldn’t be here until July 8. Cannot help but wonder who got “our” microwave and was it because they complained louder or paid more? Bottom line, we are angry because no one will provide an update on the supposed July delivery and during this entire time Ferguson has made no effort to keep us informed while keeping our money. Stay away!
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February 2023 by Cave Metal
Very helpful and knowledgeable staff.
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November 2022 by Emily Y.
It's infinitely baffling to me when businesses who specifically exist to sell a product make it literally impossible for you to purchase their product. So after a week with no sales response (annoying handoff process between customer service & sales) I'm giving my $1,200 to Lowes. I really wanted to give it to Fergusons.
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April 2022 by Lori B.
Continued review from earlier.....VERY VERY POOR SERVICE! Do not shop here if you want even half-decent customer service. You will not get it. My husband just received a call from a manager who said the third party would call. Something we already knew would happen. She did nothing to resolve this! Third-party called soon after. Scheduled service on the 20th. Unacceptable, but I had to take it because the washer they hooked up last week does not work. Under the circumstances of this situation, this should have been resolved by having someone out next day or so after they hooked up a broken washer. On the 20th, I'm sure they will say it either needs to be replaced, or they need to order parts--more time to wait for a situation that should have been taken care of within a reasonable time.
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February 2022 by Chad Shaffer
Classy and management was truly delightful to work with.
