Review Time
We bought two bathroom fixtures at Ferguson Home. When the fixtures were delivered our plumber found that 2 of 4 screws that held the faucet handles in place on the vanity were missing. Someone along the manufacturer line had opened the screw packaging and removed them. It took Delta 19 days to deliver the replacement screws. This is completely unacceptable and irresponsible. This easily could have been sent by US mail in less than a week. It took Delta nine days internally before it was even sent to UPS for delivery. If this is an indication of their service and product support we will be better off to replace the faucets entirely when they break or fail over time. The faucets were $155 each
I bought a touch faucet for my kitchen in 2016, but it didn't work until a technician from the company came to diagnose the issue, which was a manufacturing error. They replaced the unit, which was a positive outcome. Fast forward to 2025, and the wires on the LED ring, the original issue, broke. The customer service team honored the lifetime guarantee and sent a new ring. Unfortunately, it doesn't fit the older faucet model. When I reached out again, I was informed that the new ring is an upgrade and my model is no longer supported. There's no workaround, and I can only use the faucet manually. Spending $600 for a basic manual faucet isn't what I intended. Essentially, the 'lifetime guarantee' feels misleading. I would recommend considering another brand that may better uphold their commitments.
I found ordering the faucets straightforward, and while the faucets themselves were decent, the finish quality fell short of my expectations. Unfortunately, the return process has been incredibly frustrating, and the customer service has been lacking. I've had to make six calls just to inquire about my return and to urge them for a refund. It's nearly impossible to reach someone who can actually assist with returns, as they keep transferring me to various departments that ultimately cannot help. They refuse to refund my credit card due to the 60-day policy and are instead sending a paper check that could take up to five weeks. This follows a 30-day wait for them to process my return. Additionally, the mailed check won’t have a tracking number, leaving me uncertain about when or if it will arrive. Overall, the return process has been truly disappointing.
I ordered faucets without any issues. The faucets were acceptable, though the finish quality fell short of my expectations. However, the return process has been a nightmare, and the customer service has been appalling. I've had to call multiple times regarding my return and to urge them for a refund. It's impossible to speak with someone who actually manages returns; instead, I'm bounced around various departments that can't assist. They refuse to refund my credit card since it's past 60 days and are sending me a paper check that could take up to 5 weeks! This follows a 30-day wait for them to process my return. The mailed check lacks a tracking number, leaving me uncertain about when or if it will arrive. The return process has truly been dreadful.
Living in a senior residence built in 1986, the acrylic faucet cover for hot and cold water had become dirty and cloudy over time. Unsure how to clean it, I contacted the customer service team via email. They guided me on how to remove it and clean it effectively, which I managed to do. Additionally, when I requested a replacement, they sent me one at no cost. I'm very thankful for their assistance. At 72 years old, I truly value excellent customer service! Thank you!
I bought a kitchen faucet for $600 about a decade ago, which came with a lifetime warranty. We consistently faced rust issues inside the faucet. While the company sent parts promptly, we had to cover the plumber's labor each time. Recently, the faucet began leaking, so I contacted them for a full replacement as it was leaking into a cabinet under the sink. The representative requested a picture, which we sent, but we received no response. I ultimately replaced the faucet with a different brand.
I reached out for help with a replacement part and, despite not having paperwork, they confirmed we were the original owners of the condo. They promptly replaced both sprayers on the faucets. I want to express my gratitude for the excellent service!
This has been one of the most frustrating after-purchase policies I've encountered. If you buy from this brand and face a manufacturing issue, they lack a team to come and fix it under warranty. Once you purchase, you're left to handle it alone, which wastes time and money. The only solution they offer is to send a part that you had to pay someone to diagnose. It's quite shocking that they operate this way.
I purchased a shower head for my mother that failed within two weeks, starting to leak. The components are now all plastic, which causes the threads to break when she turns on the shower. The quality of this brand has declined significantly, and their products are subpar.
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