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  • Too bad there isn't a negative star rating.... We ordered a Thermador custom refrigerator on March 19th and we still do not have the refrigerator installed. Terry Green was our salesman and he told us to give it 2 weeks for the items to come in. We were ok with that, as it was a custom item. After 2 weeks I called to speak with Terry to get an update. No return call. I then called the following day and the customer service rep took a message for Terry and then said she would check the status on it herself and call me back. Again, no call back. I could go on and on about how many times we called and received no callback, or you spoke with one rep that said one thing completely different from the other rep. So....here we are 19 days short of 3 MONTHS since we placed this order! It was delivered today and the delivery/install team asked if the anyone came out from Ferguson to finalize measurements, etc. We told them no, we went in and picked out and paid for this very expensive item and there was no follow-up. He then told us he could not install this items as they should have prepped the space prior to delivery. Subsequently, it was stored in our garage in boxes. We called the store and got handed off from one person to another and had to leave voicemails. We asked to speak to the General Manager, who we were told was in a meeting so we left a message. 3 messages later to 3 different people we decided to go online and look up the corporate phone number. We called and explained the situation and the terrible customer service we have received for the past 2.5 months. Ten minutes later we received phone calls from Terry (the original salesman), the manager Melissa and the General Manager. To summarize - Ferguson's sent the truck back to pick up the item and we are getting a refund back. In the meantime, we have wasted 2.5 months and have been using a small loaner fridge from a friend. Now we are back to square one....thanks for the horrific customer service Ferguson's! Buyers beware!
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