We went there without an appointment, didn't think it was needed, but perhaps this was the reason that we were ignored. 3 people working on the floor, doing their own thing (not with a customer) but not one person came forward to greet or offer assistance. read more

This used to be a amazing local representation of Fergeson and the general manager was great and the sales team was great since the new general manager came in three years ago. It was a very cutthroat corporate company that does not help with warranties does not help customers with items and is just strictly all about money. I don't see the point of the store being in Hawaii, if they don't want local business. The GM is extremely rude and unhelpful. She threatened to fire employees for helping customers out and seems to be a very angry individual. read more

At the recommendation of my contractor, he asked me to check out this place. First off, the showroom times are outrageously inconvenient for working people; only open M-F. I left a message to make an appt with a specific sales person, Kiki. Of course, no return call to schedule an appt (this issue seems to be a chronic thing in the comments) I so happen to have the day off on a random Wed so I stopped in and the receptionist was not helpful. After browsing for about 1hr, as I was leaving the store, I was approached by a friendly sales lady (not Kiki) but by then I was already turned-off from this place. I passed by Kiki in the store but she did not acknowledge anyone's presence except for her client; not a good impression as she was highly recommended to me. The items are nice but seem overpriced for Kohler stuff. I'd recommend they be a little nicer to walk-in customers. When it comes down to it, we're all searching for the cheapest prices for good quality kitchen and bath products read more

Absolutely avoid this company. They charge premium prices while promising exceptional customer service, but my experience was the complete opposite. I was treated with disrespect, condescension, and hostility throughout the process. Whenever problems came up, they shifted responsibility to their subcontractor, Elite Appliances, instead of addressing the issues directly. In my experience, both companies were overpriced and extremely difficult to work with. If customer service, accountability, and genuine aloha matter to you, I would strongly recommend looking elsewhere. read more

Coleen was so efficient, helpful and sweet! We loved working with her and would do another perfect with her

Just as others have stated in their reviews...this place has the worst customer service! The lady at the front desk was dismissive and condescending. And like others remarked, if you do not have an appointment to visit their "showroom" you are made to feel invisible and second class. Note to whomever trains these employees and to the Ferguson business model-the economy is not so good right now so perhaps you may need to pivot to individuals with small projects (vs. only contractors with accounts)? Hawaii is not desperate for your product. Shopping online is now a thing and we also have big name hardware stores. Hawaii isn't like how it was when my parents first started doing renovations. We have options! I took my business elsewhere obviously. read more

My husband and I had a similar experience yesterday as all the one star reviews here. The receptionist asked us if we needed help and we just said we wanted to browse and then yes....we were invisible thereafter. Not one representative approached us thereafter. I'm amazed to see the same responses from Fergusons on all of these reviews but yet nothing has changed from at least a year ago or more. Very sad!! Beautiful showroom but no customer service whatsoever. I don't recommend going here unless you are just wanting to enjoy the showroom. read more

They have all the high end stuff that's hard to find at your local hardware stores. There's a really good showroom that you can check out.

Set your expectations low if you choose to do business here! Even with low expectations, you will still be baffled by how rude the sales associates are! Unbelievable! Will be taking my business elsewhere. I tried to ask a few questions as I am buying for a huge project and was given dismissive answers that after I researched were WRONG. You do have to have an associate here as many of the items on display have no tag identifying the model or specifics. What a waste of time. Unless you like to be talked down to, I would recommend skipping this showroom. read more

When we remodeled, we got all of our fixtures from Ferguson. Been happy with all the things we got, kitchen sink, bathroom sinks and fixtures, except the Koehler kitchen faucet. It's one of those pop out hose models that have a spray and turns on and off when you wave your hand under the neck. What I dislike about it is that when draining pasta or other hot items in the sink, the steam shuts it off and turns it on over and over again. Annoying. Plus the hose has developed a leak twice in 5 years. While the hose has a lifetime guarantee, how do you live wiithout a kitchen sink for the week it takes for another to arrive? So I just Amazoned the last one. Might be their plan... Anyway for the good news, the hands free on off has a purpose after all! CORONA HANDWASHING! No need to touch the handle before or after singing happy birthday. I was never the sort too grab a hand wiping towel before I wash to turn the lever off, so this is the bomb! (They still say that?) Anyway just a quarantine frustration post. Stay safe ppl! read more

Biggest waste of time asking for HVAC filter replacement. Poor customer service. Will not recommend.

Terrible customer service . I don't know how this company stays in business when its an appointment based to look at their showroom. I tried to call several times left multiple messages no one EVER calls back. read more

Not helpful at all. If you just walk in and haven't made an appointment, you're ignored unless you keep going to reception to ask questions. How are you supposed to know you have to make an appt if you want help in their showroom before you get there? Why would you call ahead of time? Showrooms aren't usually by appt just to get questions answered read more

I have been trying to call for a week. I've left multiple messages. No reply or call back.

I just want to say how amazing Coleen at Ferguson's showroom is. She is very knowledgeable about everything and made my bathroom renovation so easy. My bathroom turned out amazing and I have her to thank. read more

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I purchased a induction Jenn air cooktop and I told the sales lady that I've bought my cooktop 10 years ago I needed it replaced they sent me a new 1 that doesn't fit and now I'm getting a hard time with them to get the right 1 they won't return my calls read more

Very thankful to have met Coleen back in July 2020. She acknowledged how stressful renovations can be. She was masked and socially distancing, as were my husband and I, but she was welcoming and put us at ease. We found her to be professional though a person with aloha and compassion. She didn't rush us, but effectively managed our appointment time to ensure we could see all options for our full bathroom repair/renovation. And at their showroom there are no shortage of options. Though she made it manageable and focused on styles we liked, pointing out options across the various brands. We are happy to share our positive experiences with Ferguson, which was directly attributed to Coleen. A professional and kind person. While there are many challenges we all face during this pandemic, she was a bright spot in our day. We found her to be a problem solver, focused on helping us at every step of the way in person and over email. read more

I don't want to bother going back to Ferguson...seems like they never have anyone available to help me...if they are that busy, they need to staff better. It's a really big store, but it just seems to cater to high end and seems to me like they don't really care if you buy or not... I'm off to Plumbing Source! read more

Literally sitting in the parking lot and baffled by my experience here. It's as if I was invisible. The person at the door seemed unwilling to help me after telling them that I am looking for a kitchen sink and would like to eliminate all sinks that don't fit my dimensions. They told me that would be special order without hearing what my specific measurements were and pointed me towards kitchen sink. After roaming the area for about 10 min, no one assisted me so I found someone working at their desk. I tried to say hello but they were on the phone with a client which is completely understandable. But what was not understandable was that they did not acknowledge me and they did not take a brief pause from the conversation to let me know either they will be right with me or can find someone to assist me. I just awkwardly stood there hoping something like that would happen, but as mentioned in the beginning, it's as if I was invisible. How can I buy something from here if this is how the customer is treated. read more

Came into showroom 11/2//21 i was very impressed with the high quality After shopping for several weeks at many different stores i found exactly what i was looking for prices are reasonable for what u get customer service fabulous I had the pleasure of working with Noah : what ever he is making company should give him a raise...... He is 10 stars !! Very easy going and knowledgeable Despite the stress of renovation he put me at ease Thank you Noah read more

We were so fortunate to meet Coleen who helped us identify options for a bathroom renovation. She was super knowledgeable about the quality and price points of toilets, vanities, shower fixtures, sinks, and bathtubs. She had patience with me and my wife, giving us very practical information to consider. We ultimately did not purchase items from Ferguson due to the items not arriving in time for our project schedule. But Coleen continued to be professional and wished us well. When our renovation hit a snag, within the same day of reaching out to her she helped us identify wall mounted toilets that our plumber was able to confirm which model would work. She was our heroine that day because she had the toilet we needed. If not for her we would have had no toilet for nearly a month while one was shipped. Again, based on this experience we would definitely consider returning here for bathroom and kitchen needs. read more

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I've visited the showroom several times to browse but make an appointment if you're ready to buy. I renovated my condo & bought a deep soaking tub, 2 Kohler rear flush mounted toilets (hard to find this style since most toilets are floor mounted) & bath sink faucet. Service from Noah was great. One of my other friends worked with him during her kitchen & bath reno. They have high quality, stylish products. General contractors receive a professional discount. I received the discount upon paying & coordinated with my contractor to pick up the items. They will coordinate delivery or item retrieval with your contractor too. read more

This store was the highlight of my shopping experience. Myles and Ivan were super helpful and nice. I walked in at 4:50pm on a Friday just as they were about to close, dressed like a bum (renovation work clothes) and they welcomed me and didn't pressure me to leave right away. They gave me catalogs of what they sell/ can have shipped to HI. Also advice in converting an old bathroom to new fixtures. This is the place to go if you want the good stuff! Their suppliers send them the stuff that's made in the USA or Europe, not China. Hence the quality and price difference. The showroom was huge, lots of parking and ideas for my home renno. I learned a lot and left there feeling happy. Not flustered and overwhelmed like I felt from pretty much every other store. Definitely coming here for a few things for my new house! read more

We bought a Numi toilet in 2016. We have had problems with this toilet and left multiple messages with Ferguson to get a plumber contact. No return call. We finally called Koehler directly for resolution. There is NO service support in Hawaii!! Numi was $5000 in 2016 and has been discontinued. The current version is $10,000! read more

I didn't want to believe all the negative reviews about the customer service here, but this morning we paid our first visit to this location, and unfortunately we can corroborate the snotty, "F-you" attitudes that others have reported. The clerk at the front desk opened up the store at 10:00 AM and let all of the waiting people in. We looked around for a bit on tHe showroom floor, and a few minutes later we saw the same clerk on the floor after apparently "helping" a customer, walking back to the front, and as she turned the corner we heard her muttering to herself out loud "(sigh)...it's gonna be a LONG day". Later this same clerk was talking to an elderly man who had mistakenly came to the showroom, instead of their parts store, which was at a different location. The man clearly did not speak English as his first language (although he did speak it), but this clerk was noticeably getting annoyed with him, and speaking to him in an impatient, "you're an idiot" manner of speaking when trying to explain to him that he should go to the Parts store instead. Both experiences were extremely awkward and off-putting to us, as a first time visitor to this location. While I can see the "owner" of this business has been trying to address customer service complaints on this Yelp listing, it's clear that they still have a problem with hiring personnel who are customer friendly, and who actually care to be there in the first place. It's too bad, because they have a very good selection of stuff, and the showroom is very nice. read more

Terrible Customer Service. Snooty Attitude from an older lady. Thinks shes higher and mighter than everybody else. Plain Rude. Please learn some manners and get some class. Have never been so disrespected. Do not recommend at all. read more

I just don't understand this business model. I walked in and was told I needed an appointment. So, I made an appointment with a young man for the week after and my husband and I went into the showroom. He showed us a variety of options for sinks, faucets, disposals etc. He took down all the options we had looked at and said that he would be emailing us a quote later that day. That was a Thursday and I didn't receive one by Monday, so called to speak to him. He was not available according to the person answering and would have him return my call. No call. Called again about a week later and spoke to a man who said that my sales rep was off that day but he would let him know to call me when he returned. It has been almost a month since I went into the showroom, and still no response. There seem to be many other reviewers with similar experiences. I have used Ferguson's in the past for bathroom remodels and had a good experience. This is the opposite. Wish it wasn't so. read more

I needed a replacement part for our tub faucet. Shane at.the parts department was very helpful. That's not where the problem lies. Customer service is their problem. Iarrived at the showroom parking at 8:40am, 3t minutes after speaking with Shane on the phone, not realizing or being told that there are separate buildings for showroom and parts. Parts opened at 5:30 am.. A clerk sat on the other side of the door completely ignoring me for 20 minutes, then at 9 opened the door and handed me a map showing where to go for parts. This is an obvious problem so shouldn't someone there have the wherewithal to post the map on the showroom door or have the courtesy to open the door and ask why I was there with parts in my hand. 6 years ago I was remodeling a bathroom and stopped in at Ferguson. They were snobs then and nothing has changed. I went with T. Oki Trading. Much better customer service. I guess I'll go to T. Oki Trading for my ADU being built in three months and my three bathroom and one kitchen remodel. read more

Several years ago, I bought all my kitchen & bath plumbing fixtures for my new home from Ferguson. I had a wonderful service with Malo and spent thousands of dollars at this company. Last week, I went in get a replacement part for one of my kitchen fixtures. We got the worse service from Bonnie. Terrible customer service -- very snotty. We left with no results. DISAPPOINTING. read more

I'm writing this to prevent anyone from going through what I have experienced since September 2018 dealing with Ferguson. I spent about 5 years saving for my amazing bathroom renovation and when I was finally ready I was going to do this right, and I hired an interior designer. With her help we placed an order for some amazing bathroom fixtures, tub, toilet and sink from Ferguson, who I thought at the time was the best. We met with Hannah and clearly stated that all items needed to be available by mid-November. Of course we were told no problem, so I went ahead and purchased pretty pricey gold fixtures. November nothing..... What made it worse, is all calls made to Hannah by my designer, where either ignored or even worse, the answer was "we don't know what happen"....period. There was no customer services/effort to locate my fixtures or resolve the problem. The attitude we got was we placed your order and now it's out of our hands. Don't get me wrong....I'm fully aware that I live on an island and SHIT happens, but what has gotten my so frustrated is the absence of any customer service. I have worked hard to renovate my bathroom and was extremely frustrated, and hurt by they way my order was handled. My project had to stop in December because all that could have been done was completed. I thought things were looking up at the end of November when I got a text that my fixtures arrived.......all fixtures except my spout and diverter. Pretty important stuff. Again no attempt by Ferguson to explain or find my fixtures...silence. All of December still no diverter and spout. My frustration go that best of me and I called Ferguson and spoke with Miles, manager, who offered to send a temporary spout and diverted, which I was pleased with, and I received in the mail. They also offered to pay the plumber to change out when chosen fixtures arrive. All appreciated gestures but why did it take me calling to complain, when my designer had been calling Hannah for months. January 2019 update still no spout and diverter, and silence once again from Ferguson. No communication that they are looking for my fixtures, or have placed new order and what is the status. I just want to know when my two fixtures will be arriving. AGAIN SILENCE!!! read more

MAKE AN APPOINTMENT! Then you'll really like the Ferguson showroom and the folks that help you find exactly what you want/need. The reviews here are generally divided between those who make appointments with a salesperson, and who are largely happy/satisfied, and those who do not make appointments, and are therefore not happy and feel they've been treated badly. We renovated our house's interior over two years, gutting/re-doing three bathrooms and the kitchen. Noah helped us each step of the way, with our repeated visits to order everything we wanted. We did those visits and purchases/ordering WELL IN ADVANCE (!!), like 5-6 weeks before we needed the fixtures, and everything went smoothly. So please, MAKE AN APPOINTMENT, and plan your project WELL IN ADVANCE, and you'll be as satisfied with Ferguson's service as we were. I could probably have just written this review with that first line... read more

We came to this store for bathtub but ended up buying an irregular sized medicine cabinet a while ago. I thought they are expensive but we are happy with our purchase. They have beautiful bathtubs and kitchen stuff. Just too big for our space. Parking: Good space in front of the store. YELP 365 - 161/365 read more

This place has a lot of nice modern fixings for your home, especially for the bathroom and the kitchen. It's definitely a nice place with a large selection...except how are you ever going to buy anything if no one helps you? We walked through the place and saw at least 10 other customers, but all the employees just sat at their respective desks, fiddling away at their computers. Not once did I see any of them get up and ask any of the customers if they needed help! You woulda thunketh that with the economy the way it is that people would be jumping at the chance to make a sale...but I guess that's what happens when you have employees getting paid by the hour instead of being invested in the company's future. For nice furnishings available for sale but no one to sell it this place gets 2 stars! read more

Needed a new shower valve and trim fixtures. Looked at Home Depot, Lowes and another plumbing supply place. This was the only place where I could get the trim in the color I wanted and ala carte, meaning that I could select the spout, temperature/volume control with stops and the handheld shower head that I wanted. If you go to the big box stores the shower valves come as a set. The showroom is off of Dillingham and is big as noted by the other reviewer. Also as noted by the other reviewers is that the salespeople are on the phone or with a customer and you may have to wait, I think I waited about 25 minutes, it is best to call and set up an appointment. I knew one of the salesperson and was in the neighborhood so I just stopped by unannounced Another alternative is that if you know what you want from a website go to their other warehouse location located across the canal and just order from the guys at the order desk via catalogs. Do shop around as some things are cheaper elsewhere and some things are cheaper here. read more

EXTREMELY slow service!!! Often NO response when leaving a message or trying to call. I would NOT recommend them to anyone! IF they are that busy they need to get more personnel on the floor. Customer service among the worse I have experienced. read more

After many hours spent planning our renovation and countless hours finding and planning with contractors, it was an absolutely wonderful experience working with Hanne Kinoshita! She is extremely helpful, knowledgeable and has a great sense of humor! We had to make several changes to our order, and Hanne was ALWAYS pleasant and helpful. You need to call ahead of time and make an appointment if you would like to be helped as soon as you walk in the door. They are always busy but are more than willing to help you if you give them the courtesy of making an appoinment ahead of time. Thank you, Hanne for all of your wisdom and help! read more

Huge place and lots of fixtures but I walked around for at least 45 minutes and not once did anyone even approach me to see if I needed help. I'm building a extension and am looking for bath fixtures and other things but with out any help I would rather go somewhere that seems to appreciate me more, I even tried to hang around another customer who was getting help and after they finished the salesperson just walked away when it was obvious that I was waiting for a bit of help. Ah forget it I left. read more

At the moment, I'm looking for a new bathtub and my first stop was Ferguson. I had a great experience with them when shopping for Kohler sinks last year. Ferguson carries a wide selection of home improvement lines and it can take a while to browse through the store. While I understand that some other customers weren't pleased that they weren't approached, I appreciated being able to take my time as I wasn't set on a particular item. If you have a question, just ask. Donna was extremely helpful and knowledgeable. She thoroughly explained our options (including maintenance, differences in materials, etc.) and made suggestions according to our measurements and aesthetic preferences. While the prices are on the higher side, the quality far exceeds anything you'll find at Home Depot. For anyone enduring renovation chaos, longevity is a must! read more

Wife and I were looking for some ideas for our bath in our new home, when we were greeted by the most pleasant human being we've ever met!!! His mannerism was soooo delightful, and was also professional above and beyond. He explained every detail so that it was easy for us to understand. We wished that we could be greeted by a salesperson just like "Myles" no matter where we went. Bottom line: We will be forever impressed by this young man's kindness! read more

I waited 2 weeks just to get an appointment in their showroom back in October but ended up ordering an expensive refrigerator in November. At the end of January I worked with my salesperson to make an additional order and assumed it had been taken care of. In February I started to follow up with my salesman when I would be expecting my orders because there were no updates or tracking. After getting nowhere with my salesman, I called the showroom repeatedly and finally found out it had been delivered in March, after holding full payment since November but no called to let me know it had been delivered. Also found out my order was not placed in January and I am 6 weeks in without my order and still no confirmation with what the heck happened. I've followed up for the last few days with still no answers to what's happening with items, over $12k in merchandise. Not sure what's going on here but I'm baffled at the lack of customer service or follow through even to apologize and acknowledge the supply chain issues that are affecting everyone. Hopefully corporate or someone in management is reading this and can get this issue resolved. read more