All I wanted was a toilet seat that would match our old colored toilet. My simple order put the friendly helpful staff at the counter to the challenge! I brought the beat up old elongated seat and in addition to the counter man, a woman came up to assist with selecting the best match. The colored elongated seat had to be ordered, and would likely be here on less than a week. The cost, of the Kohler seat was approximately $42 on the order slip given to me, was compatible with Amazon on line and Home Depot in Riverhead. I hear nothing and 8 days later, after a few calls (really not simple and possible to just speak to someone, anyone at Southampton Fergusson. Leaving my number to be called back did not work first time because when I got the call back from Virginia??? without caller ID, I picked up and heard nothing and hung up. I called store directly and this time someone picked up and tried to be helpful. However, she could not find proof of my order, when given my name. I did not have the order slip with me. I then decided to go back to the Store Counter Service, where the same fellow who had been so helpful the previous week, after much unsuccessful effort looking for the toilet seat, with difficulty located the recorded sales slip. He made a couple further calls and told me, that not just one, BUT TWO, colored elongated seats had arrived. He had no idea why two seats were ordered. I suggested maybe it was another customer’s order, but he said no. The price however was over $120, three times the quoted price! He said the $42 was for white, but the cost was over $120 due to the extra work adding the color, and that he would not have anything other than the lower base price recorded on the order slip. No, I do not believe this was an intentional and unethical Bait and Switch. I believe it was just one of many human errors encountered in my whole shopping experience with this otherwise high quality and always very helpful and friendly store. And a simple apology about the screw up would have been appropriate. I told him that I was really not interested in his $120 plus toilet seat and left rather disappointed, and upset about wasting two visits and many phone calls to Fergusson. And no new toilet set after over a week of patiently waiting. I ordered an acceptable Kohler toilet seat for under $40 from Amazon, and delivered free to my door in under 24 hours. It is much lighter weight that the more costly seat that Fergusson had ordered, so not fair to compare. I tried calling a manager at Southampton Fergusson. to share this one local customer’s terrible shopping experience, but no one was available and my name and number were not requested. Something’s need fixing at this great store with plenty of staff in the Counter Service department, especially when it comes to the small shopper. We all makes mistakes and taking responsibility for errors includes apologizing.
1 review 