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Business Profile

Plumbing Fixtures

Ferguson Enterprise, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:03/19/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 5th, 2025 I ordered a hot water tank online with Ferguson Plumbing, order number ******* after picking up getting it home the plumber saw the tank was to large for the opening which was 19 inches the tank 21 inches. The tank was returned March 6th, 2925. Because he does business with Ferguson he took the tank back along with receipt and returned it since it had not been opened. He bough back a copy of the invoice showing ******* ***** or *****, ******** receiving the tank and stating the amount of $685.83 would be returned automatically to my account. It is now March 10th and to date I have not received a refund of the the item returned. I called and the representative told me they are still processing give it a few days and if I needed to call back feel free to, but Im trying to see why it has not shown in their system returned item for order ******* and $685.83 refund back into my account but nothing when they say they see nothing. I just wan Ferguson plumbing to refund me the $685.83 immediately.

    Business Response

    Date: 04/02/2025

    Thank you for reaching out and communicating the situation.  We just received this letter today via US Postal Service.  

     

    Upon receiving this letter minutes ago I internally researched the situation and was able to get to the bottom of it.  An associate outside of the local office fielded the call and this did not get handled immediately as it should have.  Locally, we also had the opportunity to correct within a 24 hour period but an associate miscommunication caused the delay also.  On March 13th we got resolution for the consumer once a call back in was received.  Our associate called the customer immediately and got the refund processed quickly.  He also spoke with the customer and apologized and explained the situation.  Today I called the consumer and left a voicemail apologizing again and left my information and phone number here at our local branch to assure all was corrected and if anything else was needed at all to please reach out.

    Thank you and we hope to regain your confidence in our business.  Please do not hesitate to reach out if we can help in anyway

     

Ferguson Enterprise, Inc. is NOT a BBB Accredited Business.

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