We purchased nearly an entire home’s worth of kitchen appliances and bathroom fixtures from Ferguson during a full remodel several years ago.
At the time, the purchase was substantial and we received excellent service from Rick Ritt and had recommended him.
Sadly, we were unable to work with Rick on this most recent visit.
We returned to the showroom for another project and were honestly shocked by the experience.
Multiple employees were sitting at their desks without any customers, scrolling on their phones—one clearly on Facebook—yet we were told we could not be helped because we didn’t have an appointment and would need to come back the next day. In a retail showroom. While staff were visibly doing nothing.
This level of arrogance and indifference toward customers is astounding.
We made an appointment and returned the next day.
Made our purchase.
The service didn’t improve after the sale either. One of the faucets we purchased from Ferguson—around $500—turned out to be defective when our plumber installed it.
Because of the timeline of the remodel, it had been about 90 days since the order. I reached out to Ferguson for help with the return or replacement and was completely ghosted after they said “we will reach out to manufacturer to see if there is anything that can be done’.
No follow-up, no assistance, no accountability.
If you read the other reviews online, this seems to be a pattern.
Ferguson appears very eager to sell expensive products but far less interested in standing behind them when they sell a defective product.
Ironically, you’ll often get better customer service from Amazon and a chatbot - or even at Burger King -than you will from the people working in this showroom.
I’m aware that Ferguson has acquired build.com and has consolidated the industry, but please understand consumers still have options.
Our time is valuable and we had selected Ferguson for what we thought would be ease of order and attentive service with no regard for price whatsoever. We thought by paying more we would receive elite service.
We were wrong.
Bottom line: I wouldn’t hire these people to pick up cigarette butts at my carnival.
Dan Keener
Jan 2026
Working with Rachel on our bathroom project was great. She listened to what we wanted and our budget. Rachel was very professional, knowledgeable and her recommendations were 1st class.
Conner carneal
Dec 2025
I’ve called 3 different times this week and left a detailed voicemail every time without receiving a phone call back. I have over $20k in kitchen and bathroom items to purchase and was considering buying through Ferguson. I guess I will be taking my business elsewhere.
John Waxter
Nov 2025
Over priced items. But friendly helpful service. Lots of things to look at as well for all rooms
Sharon Christie
Nov 2025
This was my first time doing a renovation with Ferguson’s and my salesperson Rachel P. From Warrensville Hts. went above and beyond her duty assisting me in every imaginable way. The home I was working on was out of state and I had multiple Issues which she was always willing to help even for other Ferguson retailers issues.
Desiree Miller
Oct 2025
The people who work at this location are absolutely amazing and incredibly knowledgeable. If I could give a 10-star review, I would! The showroom is stunning—beautifully designed and full of a wide variety of options to explore. The lighting selections seem endless, and the kitchen displays are thoughtfully arranged to showcase different products and layout ideas. Everything is designed with a great sense of flow and functionality. Whether you're in the planning stage or ready for the finishing touches, I highly recommend stopping in. Once you've had a chance to browse and gather some ideas, be sure to schedule a consultation with one of their professional and knowledgeable sales consultants. You won’t be disappointed!
Jason Clotman
Jul 2025
This is the second time I have visited this location. I am in the market for a Wolf cooktop and oven. Two gentleman and two women stayed at their desk and never came to ask if we needed help. This is the second time I’ve visited this location and individuals sat at their desk the entire time. I would not recommend this location if you are interested in high end appliances.
Annabelle Lakota
Jun 2025
We bought several high end appliances from this store…Thermador to be exact. The customer service was OK initially except that as soon as we ran into an issue a year later it was garbage, and has continued to be ever since. Buyer really beware with this, they claim they will service the appliances that you spend 10”s of thousands of dollars on and they absolutely will not. Think along the lines of shady used car salesperson except your buying brand new high end appliances.
Phil Lakota
Jun 2025
This company will run and hide after the sale is made. I was told they only keep purchase records for 1 year and any issues that occur with the product have to be handled with the manufacturer. Will never buy from them again. Not sure how you can sell a product and then not stand by the customer when there are issues.
C. Ray Hines
Dec 2024
This place is amazing. All top end lighting, plumbing, and appliances. If you are looking for something unique, you will find it here. The layouts offer many new ideas for decorating. Plan to spend at least an hour enjoying the available products. The staff is friendly and knowledgeable.
James J. Lawrence III
We purchased nearly an entire home’s worth of kitchen appliances and bathroom fixtures from Ferguson during a full remodel several years ago.
At the time, the purchase was substantial and we received excellent service from Rick Ritt and had recommended him.
Sadly, we were unable to work with Rick on this most recent visit.
We returned to the showroom for another project and were honestly shocked by the experience.
Multiple employees were sitting at their desks without any customers, scrolling on their phones—one clearly on Facebook—yet we were told we could not be helped because we didn’t have an appointment and would need to come back the next day. In a retail showroom. While staff were visibly doing nothing.
This level of arrogance and indifference toward customers is astounding.
We made an appointment and returned the next day.
Made our purchase.
The service didn’t improve after the sale either. One of the faucets we purchased from Ferguson—around $500—turned out to be defective when our plumber installed it.
Because of the timeline of the remodel, it had been about 90 days since the order. I reached out to Ferguson for help with the return or replacement and was completely ghosted after they said “we will reach out to manufacturer to see if there is anything that can be done’.
No follow-up, no assistance, no accountability.
If you read the other reviews online, this seems to be a pattern.
Ferguson appears very eager to sell expensive products but far less interested in standing behind them when they sell a defective product.
Ironically, you’ll often get better customer service from Amazon and a chatbot - or even at Burger King -than you will from the people working in this showroom.
I’m aware that Ferguson has acquired build.com and has consolidated the industry, but please understand consumers still have options.
Our time is valuable and we had selected Ferguson for what we thought would be ease of order and attentive service with no regard for price whatsoever. We thought by paying more we would receive elite service.
We were wrong.
Bottom line: I wouldn’t hire these people to pick up cigarette butts at my carnival.
Dan Keener
Working with Rachel on our bathroom project was great. She listened to what we wanted and our budget. Rachel was very professional, knowledgeable and her recommendations were 1st class.
Conner carneal
I’ve called 3 different times this week and left a detailed voicemail every time without receiving a phone call back. I have over $20k in kitchen and bathroom items to purchase and was considering buying through Ferguson. I guess I will be taking my business elsewhere.
John Waxter
Over priced items. But friendly helpful service. Lots of things to look at as well for all rooms
Sharon Christie
This was my first time doing a renovation with Ferguson’s and my salesperson Rachel P. From Warrensville Hts. went above and beyond her duty assisting me in every imaginable way. The home I was working on was out of state and I had multiple
Issues which she was always willing to help even for other Ferguson retailers issues.
Desiree Miller
The people who work at this location are absolutely amazing and incredibly knowledgeable. If I could give a 10-star review, I would! The showroom is stunning—beautifully designed and full of a wide variety of options to explore. The lighting selections seem endless, and the kitchen displays are thoughtfully arranged to showcase different products and layout ideas. Everything is designed with a great sense of flow and functionality.
Whether you're in the planning stage or ready for the finishing touches, I highly recommend stopping in. Once you've had a chance to browse and gather some ideas, be sure to schedule a consultation with one of their professional and knowledgeable sales consultants. You won’t be disappointed!
Jason Clotman
This is the second time I have visited this location. I am in the market for a Wolf cooktop and oven. Two gentleman and two women stayed at their desk and never came to ask if we needed help. This is the second time I’ve visited this location and individuals sat at their desk the entire time. I would not recommend this location if you are interested in high end appliances.
Annabelle Lakota
We bought several high end appliances from this store…Thermador to be exact. The customer service was OK initially except that as soon as we ran into an issue a year later it was garbage, and has continued to be ever since. Buyer really beware with this, they claim they will service the appliances that you spend 10”s of thousands of dollars on and they absolutely will not. Think along the lines of shady used car salesperson except your buying brand new high end appliances.
Phil Lakota
This company will run and hide after the sale is made. I was told they only keep purchase records for 1 year and any issues that occur with the product have to be handled with the manufacturer. Will never buy from them again. Not sure how you can sell a product and then not stand by the customer when there are issues.
C. Ray Hines
This place is amazing. All top end lighting, plumbing, and appliances. If you are looking for something unique, you will find it here. The layouts offer many new ideas for decorating. Plan to spend at least an hour enjoying the available products. The staff is friendly and knowledgeable.