Wow, where do I start? Ferguson in Bellevue, Wa. is the most disorganized, bureaucratic place with the worst service and questionable ethic I've ever experienced in this type of store.
I purchased 2 sink faucets and one bathroom light fixture. My salesperson, who was on loan from the Seattle store, was very flippant and cocky acting. She spoke very condescendingly towards me with comments like I had her completely confused, etc. etc. The type of comments where you expect a roll of the eyes with. She spoke down to me like I was an idiot. There was a complete lack of professionalism.
My contractor advised me that I had made some wrong purchases and we had to start over. I had to go back to the flip salesperson who advised me there is a restocking fee up to 25%! I pointed out that the contract is very confusing and contradictory on this. It begins by saying "buyer may return any product which Seller stocks with no restrocking fee.....". Much further down, at the end, it states the caveat that unless the seller doesn't stock the items there could be the cost of restocking. NOWHERE does it state the amount of the fee. I won't post the entire clause here but trust me that it is very contradictory and non-specific. I pointed out to my salesperson that when we buy something from them we AREN'T told where the items are coming from and from who! So how would we know when we decide to make that purchase if the items will carry a restock fee. THEY SHOULD ALWAYS POINT THIS OUT AND MAKE YOU AWARE. On top of that I was given many differing stories. One person in the client service team told me 15%. The next person in the client service team told me 25%. When I asked my salesperson about the fees she threw up her hands and claimed "I have nothing to do with that. There's a separate department that handles all of that. I don't make the rules". Then the Client Service Team tells me that they follow the salesperson's orders! That it's the salesperson who decides if there is a fee and how much! I was lied to by the salesperson. She decided to fine me and how much. Plus I was told the items I was cancelling came from OTHER FERGUSON warehouses around the country. So I argued that according to the contract then this means there shouldn't be a restocking fee. Then I was told the items came directly from Delta and Delta requires a restocking fee. Which was it??
That takes me to the next problem........ Ferguson operates like a government bureaucracy. All calls go through their call desk. You can't just call the warehouse to see if your items have arrived. You can't just call a person on their direct line. Call the number on the salesperson's card and it takes you to the call center somewhere out in never never land. You can't call the warehouse directly to see if your order is in. It's a bureaucracy with the left hand not knowing what the right hand is doing. They'd do much with communicating with clients if they took out all the middlemen.
Next problem...... on a previous order with Ferguson's the store told me my items were in and ready for pickup. I drive there and no, they weren't in. This has happened 2 times with Ferguson , Bellevue. As usual it was always someone else's responsibility.
Spoke to the supervisor in the "Client service team" and she wouldn't budge on the huge restocking fee. Sent back to the regular client service team employee who told me that the return would be processed and it will take up to 7 business days for it to show on my visa. Two weeks later it's still not on my Visa so I called again and spoke to the supervisor. She told me that if I want the credit they need my credit card number! She also asked me if my salesperson requested my credit card number and implied she should have. I told her NO, no one has ever asked for it even the client service team person who told me it was being processed! Again, it's always someone else's responsibility.
After this experience I remembered why , the last time I worked with Ferguson, I told myself to never buy from them again. This time I mean it. I told them that if I go into a showroom and someone there gives me suggestions and advice I WON'T go home and order it online. Maybe I'm old-fashioned but I have a sense of ethics and I won't do that. I could have ordered these items online from efaucets, Amazon, a number of others and saved money. But I decided the right thing to do was to buy from them! I ended up paying more than I needed to and then had a huge restocking fee on top of it. I could've sent them back myself for far less than they charged me. In the end my old-fashioned ideas didn't pay off. They apparently don't care. So in the future I'm going to do what most people do - check out the items in their store and then order somewhere else online. The store doesn't stock everything but have enough to get the idea.
I'm truly done with Ferguson Bellevue
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