Patrick Anderson
We stopped by the Ferguson Showroom as walk-in customers on a weekday to look at Newport Brass faucets. Bailey showed us several faucet options, answered our questions, and told us she had created a project for us. We provided our contact information so she could send pricing for the faucets, along with several gas lanterns that didn't have prices or details displayed in the showroom.
After several days without hearing anything, we sent a follow-up email. We never received a response. By that point, we were ready to move forward with our purchase, so we bought everything from another supplier instead.
The entire purpose of visiting a showroom and working with a sales representative is to receive product guidance and a quote. Without any follow-up, that value disappears. Customers who are ready to buy should not have to repeatedly chase down pricing or wonder whether their request was overlooked.
We appreciated the opportunity to see the products in person, but unfortunately that was the extent of the experience. The lack of communication ultimately cost Ferguson a sale and made purchasing online from another retailer the easier option.
That said, the showroom itself has an excellent selection and a wide variety of products to compare in person. If we need to see products firsthand again, we'll likely stop by Ferguson because it's a great place to browse. We just won't expect the follow-through needed to complete a purchase.
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We stopped by the Ferguson Showroom as walk-in customers on a weekday to look at Newport Brass faucets. Bailey showed us several faucet options, answered our questions, and told us she had created a project for us. We provided our contact information so she could send pricing for the faucets, along with several gas lanterns that didn't have prices or details displayed in the showroom. After several days without hearing anything, we sent a follow-up email. We never received a response. By that point, we were ready to move forward with our purchase, so we bought everything from another supplier instead. The entire purpose of visiting a showroom and working with a sales representative is to receive product guidance and a quote. Without any follow-up, that value disappears. Customers who are ready to buy should not have to repeatedly chase down pricing or wonder whether their request was overlooked. We appreciated the opportunity to see the products in person, but unfortunately that was the extent of the experience. The lack of communication ultimately cost Ferguson a sale and made purchasing online from another retailer the easier option. That said, the showroom itself has an excellent selection and a wide variety of products to compare in person. If we need to see products firsthand again, we'll likely stop by Ferguson because it's a great place to browse. We just won't expect the follow-through needed to complete a purchase.
