We are building a house and was referred to Ferguson. We walked around the store for 15-30 minutes, walked past all the employees, but not a single person acknowledged us (from the moment we walked in until the moment we walked out). There were 1-2 customers who were also browsing so it was definitely not busy or short staffed. Some employees were even on their phones browsing social media! Let's say that you do need an appointment, the least they can do is say hi and ask if we have an appointment and if not, maybe they can offer us guidance! Isn't it the foundation of customer service regardless of our appearances? Scrolling through the reviews and this seems to be the "trend" of not acknowledging customers for years! Instead of responding a generic message, please take the time to re-train your employees. It does not take a lot to say "hi, how can I help you?" read more

My fiancé and I walked in and were just browsing around. We were not acknowledged by any of the staff. Not even a hello or anything. I do understand that this store is a higher end appliance and fixture store but who doesn't acknowledge customers? We weren't even acknowledged when we left. The girl at the desk just kept her face buried in her computer screen. Ultimately, we ended up ordering what we wanted off Overstock and Wayfair. This place gives small businesses a bad name for how they treat their customers. read more

bought an LG oven from them. Top oven doesn't cook on the top and burns on the bottom. Shelves do not slid in and out correctly. It is not even 3 months old. They have been out four times. Called them 3 weeks ago and they said they would call back. They didn't. Called again the following week and they said they would get back to me in 2 days. Again no word from them. Call the next week and still am waiting on a call back. read more

My fiance and I went to this establishment after checking their website. Their website clearly stated that they would close at 8 p.m. So after arriving at the store (at 13300 W Capitol Dr, Brookfield, WI 53005) (on Wednesday November 21, 2018 at 5:20pm.) We noticed two employees who were still inside the store, but the doors were locked. There was a note on the door saying that the store hours closed at 5 p.m. I find it poor practice for a business to have different hours posted, one being the internet and the other on the storefront doors. Needless to say, we will be taking our business elsewhere. read more

WOW, look at all the bad reviews. Looks like we are not alone. Too bad we didn't check reviews before spending $10K with them to remodel two bathrooms. It is now obvious that you are just a number with them, and they do not care about their customers. That seems to be the general consensus in all the negative reviews. If your project gets delayed, as so many do these days, due to manufacturer supply issues, backorders, shipping delays, contractor delays, etc., and you run into a problem with a part purchased from them, forget about asking them to accept a return, regardless of how much money you spent with them. They don't care about the customer. You are just a number. They earned this negative review because they would not accept a return on $275 in parts out of a $10,000 order. That amounts to 2.75% of the total sale. That is a small loss to eat when you consider how much more money they are losing in the long run because of poor business decisions that have resulted in all these negative reviews. There is a reason behind each of these reviews. Let the buyer beware. read more

Frankly, I can't say anything about their products because I spent 30 minutes walking around the store and looking at fixtures by myself, and taking some pictures so I could look at them in my home. I was prepared to spend around $50,000 in light fixtures. However, not one of the many sales people who were sitting at their desks alone at their computers acknowledged me, said hello to me, or asked if they could help me. They have lost my business and I will never walk into the store again. Whatever happened to Customer Service? I'm very happy to take my business elsewhere. read more

We had an associate at Ferguson's to help us in our kitchen remodel and we were highly disappointed for this type of store. We needed to pick a light for the middle of the kitchen and we were looking for a specific color-gold. The woman helping us had us look throughout the store and she also picked items online that we may like. We ended up going with an item that she showed us online-assuming it was gold. Maybe this was our fault, but she was more than aware of what our "color" was and trusted that she knew what she was doing. We had to wait about a month or so for the shipment which was fine, we knew how the long shipping is right now and when we opened the light fixture up it was clear as day silver, nothing close to gold. When I contacted her regarding this there was no apology there was nothing. When I said I thought this was gold she said the picture online looked like it was, nothing else. We then looked at some of the other items we picked out prior to deciding on the last fixture and saw another we would go with. It clearly said soft brass or something in the area that states that it is gold. We got the item pretty quickly but were highly disappointed to see that yet again this item was no where near gold either but silver. I do not blame the associate for this issue as it obviously stated it was gold which Ferguson must not have an idea of what gold is. When we called again to tell our associate we had yet again another issue she had the secretary tell us just to come in and that she was having "phone issues" which I highly doubt happened, it seemed she didn't want to talk with us. When we came in, she helped us return the fixture quickly but did not ever apologize for the issue, never asked us if we wanted to exchange it again, never made an attempt to make it right except for the return. We will not be returning our business there. That was the last straw. read more

Wish I could rate one star. Bought an expensive Viking range and a Bosch dishwasher from them in 2018. We should have heeded the warning signs as service in store was judgey, short, bored, disinterested. When we ordered our products we got a confirmation from the sales person for the wrong items which we had to correct. We paid for install and the staff came completely unprepared and had to come back not twice but three times. Once installed both appliances have since completely failed. The $6k range from nearly day one. Lopsided, ignites constantly, won't keep heat. They sent "repair people" 3 times then got non-responsive and diverted responsibility. The people sent were NOT qualified and were rude to us when we had inquired to Ferguson about their (FOUR HOUR) lateness asking if we "tattled". The dishwasher now leaks everywhere and is VERY loud, the stove has all but destroyed our love of cooking and we're thinking about biting the bullet and starting over entirely with a reputable vendor. read more

They do not seem to want to help people, especially mixed raced couples. Dont waste your time on this so called "quality lighting", you do better going to lowes or home depot, at least you get better customer service... read more

We found a nice standing lamp here. Happy with the purchase. The experience was pretty horrid, though. I'm Asian and really hope this had no bearing on the people who work here. But I felt very neglected inside. There were other customers inside who were being treated courteously. Everyone working inside (and there were way more people working than shopping) seemed SOOOOO busy with paperwork and desk work than they wouldn't give me the time of day. NO one asked if I needed help. After I finally was able to make eye contact and ask for help, I was told the floor lamp was the only one they had. No, they would not give any discount for the used floor item. No, there was no box. No, they didn't know how to disassemble it so i can take it home in a sedan - we'll get the shipping guy. After 15 minutes, the shipping guy comes out and packaged the lamp up for us. Took us another 30 minutes to get out the door because it took that long for someone to help us check out. Never a "sorry" for the delay. Meanwhile, other customers have come and gone. With purchases. And meanwhile, other dozen or so workers around the store were busily working away with paperwork. I mean, get an office for paperwork and work on some customer service, people!! i can't believe I still bought the lamp, but I lost the timing on leaving out the door with dignity. And the lamp was pretty and a good deal. But definitely felt shitty throughout the process and would never go back. read more

Buyer BEWARE! I bought a ceiling fan with a light 1 week ago. We installed it just to find out that it doesn't work. The light switch doesn't work to control the fan or the light so there is no way to turn it on and off. I called the store to return it. I was told that returns are at the sole discretion of Jan. She called me back and said they would not take it back because we installed it. How were we supposed to know it didn't work if we hadn't installed it. On the back of the receipt it states that a restocking fee may apply. No where does it say that we can't return it. Further, Jan said that they would take it back only if the manufacturer does. You stock items that you don't know the return policy. I am definitely disputing this with my credit card company. This is ridiculous. You are safer buying from Amazon! read more

I guess I am getting tired of the "we are understaffed" excuse. Visited the Brookfield Store to look at ceiling fans. We were directed to where the fans are but was told because they were understaffed it might be a while before someone could help us. So we rambled around looking at the fans. We waited about 20 minutes and were not approached by any staff. The show room was practically empty of customers. Maybe I saw one other customer. After 20 minutes we meandered to the front door. The receptionist ignored us as we walked past toward the door. Thought there might have been an opportunity for her to try and salvage the sale and/or relationship but she just let us walk right out the door. Obviously they did not care to retain our business. Perhaps these are the times we are in but how does a store stay in business when they don't even try to help customers. They have no idea if we were looking for 1 fan or a full renovation... but now they won't know... their loss. After seeing other reviews I can see we are not alone. read more

Went in for a light fixture and was pretty much ignored by the sales staff which is ok, I assumed they were busy. I noticed that they book appointments, so I called and made one for a couple of days out. The salesperson we met with was pleasant but there was no question she was trying to hurry us along. We were handed a printout told to go home and think about it and give her a call. That's fine I assumed that they are possibly short staffed and she was doing her best. I called back a few hours later with a technical question, the salesperson was not available so I was transferred to a man who was so rude. He didn't understand why I was calling him (I was transferred to him by the receptionist). He made it VERY clear that I was wasting his time and was told to order the fixture online. I have no problem ordering online but I called the original salesperson two days later to give it another chance and see if I can get an answer to my question that I never got to ask and received no call back. I won't be purchasing a light fixture or anything from this store. Having worked for many years in retail, I get how things can be, but there is NEVER a reason to treat a paying customer so poorly. read more

The worst service and experience ever. They were happy to take 2,000+ from me. My first delivery was supposed to arrive on a Friday. After taking the day off and waiting all day it didn't come until Monday. It arrived damaged. I refused shipping. Next vanity to arrive on a Friday - no call, no show. Automatically rescheduled to Saturday. Despite my call they shipper still did not call to tell me they were not showing. This time the package was scheduled curbside. Who has a pallet jack in their home? Saturday Ferguson lies to me on the phone and says they do not schedule deliveries for signature. Really! I have an email that says otherwise from the first delivery. Then the customer (dis)service person tells me to call the shipper and tell them I want to review and sign for the package instead. NO THAT IS NOT IT WORKS. THE ORDER AND DELIVERY INSTRUCTIONS CAME FROM THEM. Then she puts me on hold and tells me she called the shipping company and said she changed it so I will review package and sign. Tuesday is here. I call shipping company. I am supposed to get my package between 10-2 today. Curb side deliver in a thunder and hail storm and no they did not change delivery instructions to have me inspect and sign for the package. Only spending 2,000 in their store doesn't make you a valued customer. Too bad. I still need to buy my bathroom mirror, lights, and then start the kitchen remodel. Guess where I will never spend another dime??? read more

This place was great. I went for a remodel project I was doing on my kitchen. It was easy one stop shopping. I got my lights, my plumbing and my appliances all at the time and place. My salesperson was helpful and I saved a ton of money. I highly recommend it. read more

We ordered 4 sinks and fixtures on June 7th. The order as we learned was not placed until June 21st. On July 10 th we received 2 sinks and the fixtures. It is now August 14 and only 1 more sink is available for delivery. We feel one of the special order sinks, due to color, was delivered to Fergusons and sold to someone else. Hence the extra wait. Poor customer service, poor salesman communication, poor service . We made the mistake of paying in full when we placed our order. Would not have done business here had we known all this ! read more

LLooks like this place is going to close soon because the customer service is so poor. Remember we were supposed to treat others as we want to be treated read more

I went to City Lights while doing a renovation because I wanted to avoid the big box stores and get something higher quality with better customer service. Well City Lights failed me on both accounts. I spent an hour and a half in their showroom looking at lights, couldn't find "the" pendants that I was looking for so I went through some catalogs and finally found a set that I really liked. Had to special order them. Never once was it mentioned to me that special orders cannot be returned, I know shame on me for not reading the fine print before paying. Took two weeks for the order to arrive. I was very excited until I opened them up. What I found right away was that the canopies for the lights were super cheap plastic and did not match the fixture. They look worse than what I could have bought at a big box store, certainly not up to par with the $130 per fixture I paid for them. So I began emailing and calling my sales person to see what could be done. Right away it was all the manufacturers fault, which in this case maybe but I don't care just make it right. So she agreed to contact the manufacturer to see if new canopies that matched the pictures of the fixture could be sent. Manufacturer said they'd send new ones and I was told I'd have to pay for them. UGH. Another special order and this one took FIVE weeks to arrive. When I finally got the new canopies I discovered what they sent wouldn't work with the fixtures I have. The salesperson at that point didn't seem to interested in helping much. She said they have lots of parts lying around and might be able to find me something that will match. All I want is the canopy that is pictured in the literature, why is that so hard. Ultimately I had to contact the manufacturer myself and am currently working with them to resolve the issue. At no point during this whole fiasco did City Lights ever take ownership for the problem or responsibility for their products. They added no value over ordering straight from the manufacturer. Save yourself some time, money and frustration, don't bother shopping with City Lights. You certainly don't get the small hometown customer service you'd expect from a store like theirs and with no returns on special orders (50% restocking fee on instock items - OUCH) you'll be stuck with whatever you get. I'd shop at a Home Depot or Lowe's before going back to City Lights. read more

The merchandise, while overpriced, was very nice to look at. the problem was the rudeness of the sales people and the owner when we had a problem. they mispackaged our lamp and it broke before we even got halfway home. when we returned it to the store, they said it was our fault and treated us very poorly. never had an experience like this. the owner argued with us about it for over an hour, really. we HAVE NEVER BEEN TREATED SO BADLY BEFORE. They have the broken lamp, have not refunded our money and we have no goods to show for it. small claims is next, along with the BBB. read more

When searching for lighting to finish off our kitchen remodel we read the reviews for CityLights and most were a few years old. I thought that I would give them a look and hoped they had turned it around. You almost have to if you want to stay in biz with this economy. Guess what they didn't turn anything around and they may have gotten worse. My wife fell in love with a light group for our Kitchen & Dining room and only one fixture was in stock. We bought the group of them and back ordered three that were not in stock. (Paid up front, big mistake) The sales person said she would enter the order on Monday (7/30/12) and call us with a delivery date. Not. She never called so I called on Monday, The order was not entered but we were promised it would be entered on Tuesday and the order would be delivered in a few weeks so I started the project. No call no delivery in a couple weeks or a month. Called again and talked to a different sales person who would look into the status and get back to me, not again. No call no info. After a few days I called again and was told the same thing and did not get a returned call again but talked to the same sales person the next day and got an actual delivery date. One more month to wait and holes in the ceiling waiting for the fixture (9/30/12). Well never got a call so I called again and I was told the lights were in. I went to the store to find that our two pendulum lights were in and there was no date for delivery of the last light but our original sales person would call the mfgr to get a firm date. Again no return call so I repeated the same process that worked so well in the past and got similar results. A new date of November something but everything would be installed by Thanksgiving. Not wonderful but I would live with it. Not No delivery no call and I am beyond angry but still as polite as I could be on the phone with whoever was in charge that day. The light was finally delivered in December and my comments to the manager was that I built my entire house in three and a half months and City lights held up a simple relighting of my Kitchen for 5 months. The bottom line is pay for nothing in advance, the service stinks at City Lights, they dont care or are even helpful, management does nothing to help solve problems, they are over prices, dont order anything and really expect to get it. In the end the big box stores like Depot and Lowes are more helpful. Go to BBC lighting or a big box, I will. read more