Ferguson is always my first choice as a contractor. Laura F., Mike R. and Ashley O. in Lee's Summit, MO are some of the most knowledgeable in the business. If you need some help, that's who you need to call. read more

Do not do business with this company. Zero chance you can get what you need when you purchase here. Time and again I have had to call and try to get parts I don't have when they should have been included. Data I need to have on hand, phone number, email address, order number, part number, when it was ordered, who ordered it, how did you pay for it, what was your weight that day, etc changes and prevents you from speaking to someone who can rectify the issue. Way to much time wasted and you don't know the time delayed bomb that will explode at anytime to stop the job. I'm so mad I can't see straight!!! read more

Terrible customer service after the sale. On a new build house, ordered an all black Blanco farmhouse sink. It came in broken. Had to reselect because closing was approaching fast. Reluctantly, reselected a Signature model through Ferguson. Came in with a Chrome flange (not what we ordered). Trying to get that simple problem rectified through the builder and myself turned out to be a lengthy and fruitless effort. Ferguson even claimed we did not order the sink from them. The manager says they don't keep records after a year. Bottom line, I have given up on trying to get help from Ferguson. read more

I purchased and paid in full for all kitchen appliances for a new home build in July 2021. After 8 months half of the appliances are not available and the price has doubled in that time! Ferguson's said they have to pay for the increase but I fine it strange they can't find the product?? I went to Home Depot and bought the exact things I needed or wanted and Ferguson's said it was due to their buying abliTy over a discount house like Ferguson BKL. They also said on our microwave that they had 1300 backordered....... Why would you sell something that (quote) Might take up to two more years to get! Talk about taking advantage of people.....all about the sale! Yes, they had good prices But no inventory....! They took our money and cost us $1200.00 more! Hopefully we will get our refund tomorrow but I wonder! Please do yourself a favor and go somewhere else. read more

We scheduled to have a tech come out and repair our oven. When he showed up, he parked his truck in driveway blocking my car in. The tech was on the phone talking to his support team when I asked very gently, in a low tone "sir can you please move your truck?" He turned his back to me and continued talking as if he did not hear me. So I said it louder, "I need you to move your truck because I have to go?" He answered back, " I'm on the phone in a real rude voice as if I could not see him." And the conversation went south from there!! Eventually, he moved his truck after we exchanged words. All of this could have been avoided! I would not recommend this company!!!!!!! Eric M read more

We worked with Ferguson for our new home build. Went out to make our selections for our home in Mid-May. Amber was knowledgeable enough through the process. We selected plumbing faucets, fixtures, and all appliances. As we were finishing, we were assured we'd get an email breakdown of our purchases and prices. Never received any such an email. Fast forward through the months, Amber was impossible to get a hold of by our realtor to get basic information from if needed. 4 months later after initial choices made, I call Amber to check on the status of our deliveries of our appliances and she assured me everything would be delivered and "Oh, it'll be enough time to get everything." She then went over my order with me over the phone and genuinely assured me that everything would be delivered. Fast forward 3 weeks later after final payment made over the phone a week before, and a delivery for refrigerator and washer, dryer SCHEDULED to be delivered, we are set to move into our house and get an email from Amber that they are getting their back order items organized and we will have to wait for two months for these items. She also informs us that the items we ordered 4 months before have been on back order for 2 months. (Not sure how that works...) My husband and I are quite frustrated and overwhelmed also lacking understanding at how several conversations over the last few weeks and a scheduled delivery for these items, and no one could tell us they were back ordered until a day before they were to be delivered?! How unprofessional and inconsiderate. Do not waste your time going here. You might have an 'OK' initial first experience, but if you work with Amber don't count on being treated courteously or with any degree of consideration as far as keeping you in the loop or ordering your items when you buy them... 4 months later she tells us our items have been on back order for 2 months... how does that math work? Go somewhere else and spend a little extra $$! It'll potentially save you a huge headache and A LOT of stress. read more

As a previous customer of major appliances at this location ( and a neighbor business on the block ) I stopped in Saturday for a replacement water filter for my Samsung refrigerator. I was met by a receptionist who was obviously put out by being bothered by a customer ( me ). After explaining what I wanted, she said she couldn't help me...then after prodding she looked up my account and still could not figure out how to find the replacement filter after knowing the model #. I would avoid this place- this is the second time I have had poor service there- it appears they like to sell the major products but when it comes to parts or supplies or even customer service the business lacks direction and supervision....too bad their my business neighbor..I always like to support local businesses...they need to clean house there !! read more

Techs came out twice to fix the same issue with my dishwasher. They didn't fix it either time. The second tech the store sent told me to reset the dishwasher every time I had an issue by turning the circuit breaker off and on, because he couldn't find the problem. He also told me to use liquid detergent instead of pods. Neither helped and the problem got progressively worse. The dishwasher doesn't work after only 14 months. I called the local appliance store a third time, they said it wasn't under warranty and I should have called and let them know the tech didn't do his job. The manager, Randy, at Factory Direct Appliance told me he would call Samsung personally to try and help. He didn't. He blew me off. I don't recommend this retailer. FYI...Samsung will only cover parts, not labor, and tried to sell me an extended warranty. read more

Their Sales might be OK - but give some real thought before purchasing an extended warranty through them. Refrigerator went out, and has been out for 8 days, the extended warranty service obviously cannot determine whether they should cover the claim or not. A really sad situation. 1-800-no service line = no help. read more

I used Factory Direct years ago when building a home, now I used them for over 12K in appliances... Poor customer service, follow up ect. Should have ran when I could, now a day after installing the new Kitchen Aid wall ovens one does not work properly and they are willing to send a repairman nearly two weeks away to determine the failure, then order parts. The reason you see negative feedback for this retailer is because they are not worth your time unless you have a lot to waste! read more

I am an existing, multi-time customer. I had to buy a replacement microwave (Thermador) but of course the trim kit did not fit the existing opening. I finally got the name of a custom trim kit company from the sales rep at Factory Direct. However, I still require assistance with a metal shelf / pan that is needed for the microwave to sit securely in the wall opening. I have not been able to get any support or guidance and it has been well over a year since I bought the new microwave. It sits in an opening right now without any trim or ability to not move within the opening. I have bought my last appliance from this company. read more

I was very unhappy with this company and would not recommend it to anyone! Our dishwasher was improperly installed in our new home, leaking water onto our hardwood floors and not cleaning the dishes. We called for service and the technician was unable to see that the sprayer on the bottom row was improperly installed, spraying downward and causing a leak (instead of spraying upward to clean the dishes). After a call to the shop, he agreed that the part had been shipped incorrectly from GE and that they would have to order the correct part (7-10 days) and then set up installation of the correct part. When they called to set up the second service call, I asked them to send a technician that they were confident could do the job properly and was transferred to the manager, Randy. The manager was unapologetic and argumentative as I explained the original problem, telling me that I should take my complaint "directly to GE" since they shipped it wrong. Seriously, all a consumer expects is a sincere apology for the mistake that was made, the subsequent damage to their home, as well as the inconvenience of purchasing a non-working appliance. Factory Direct failed miserably and the "Manager" had no interest in making any type of service recovery. We will use Nebraska Furniture Mart or Best Buy for the purchase of all future appliances, including the washer/dryer we are planning to purchase next week. Their customer service is always tops! read more

I could not be more disappointed in the after service support provided by factory direct appliance, we purchased several appliance from them including a Samsung refrigerator. We purchased the new fridge in Sept of 2011, it has now stopped working and we lost all of our food. We purchased the extended warranty for this unit and now are having a very hard time even getting a service company out to look at the issue. Factory Direct has done nothing except say call the the warranty company. It has been 4 days without a fridge and the best we are being told is that a service company will be out a week from today. That will make it 11 days with no fridge. I guess this is what you can expect if you decide to buy from Factory Direct. The manager of the company Paul Owen would not even send out people to get this non working fridge out of my way so I could buy another one. Although he did offer to move the fridge if we bought another one from them, imagine that....if you buy more from us we will help you out with your current issue, otherwise we will not even come out and move the non working unit out of your way so you can buy a new one. I do not recommend buying anything from this company. read more

We also got dishwasher from there and installed in our new home. After about a month it stopped working well, they refused to "discuss it with us" or help us with the warranty, I wonder if it is the same problem with installation in the other review.... now in less than two years besides the dishwasher not working the microwave from there won't heat anything at all as well. Not impressed with both quality of products or the lack of direction when you try to get help. read more

We purchased our dishwasher and new electric stove per a recommendation from someone that works for a builder that gets their appliances through them. In the past we've always bought appliances from Sears or NFM so it was odd for us to go through someone else but we thought we'd give it a try. We even had a name of a salesperson to work with that was supposed to be great! After using our brand new dishwasher that we paid $600 for we discovered it wouldn't dry. We read the appliance brochure's directions for optimal drying and nothing improved. We decided to call Factory Direct Appliance back because we wanted to return it. They wanted to send a parts/repair person out to look at it to see if it was faulty. If it was deemed faulty then they would give us a new one. Not a refund to put to a different brand of dishwasher, just another new of the same exact model. We expressed that we didn't feel a brand new $600 appliance shouldn't need to be fixed already so we didn't want to have the same thing again. There was also the issue that if the parts people said it was fine then we would just be stuck with it end of story. We did some investigating into the drying problem with this particular model and its a very common problem so it's not just a faulty system. I mentioned this to Factory Direct and they said really the only reason I am returning this is due to "customer satisfaction" not an actual confirmed problem so if we want to return it and get a refund we have to pay a 20% restocking fee. We were so incredibly frustrated because what business doesn't try to make it right with their customers and the products they sell? Shouldn't a customer be satisfied, and if not, then shouldn't you try to make them happy? That should be worthy of a 100% refund in my book with a brand new item that definitely was not a cheap investment. This situation confirmed we should have never gone here and just used what has always worked out well for us- Sears and Nebraska Furniture Mart. Factory Direct Appliance's customer service is terrible. I would not recommend using them because it has been pretty clear that if you are not satifised with something you bought they won't help you. The worst part for us is stomaching that we lost $120 on a dishwasher we hated due to their restocking fee and we can't put that $120 towards something else that's better. Terrible, do not use them!!! read more