Our customers return to us day after day for our expertise and relentless focus on service. We listen to our customers’ challenges and help them deliver a wide variety of projects from small residential repair jobs to major new construction work. We support them when they are bidding for work and help them manage their projects. Customers trust in our people, processes, advice and commitment to help make their businesses thrive.

Ferguson’s enduring commitment to service is the foundation for long-term partnerships with our customers.

No hassle returns
Warranty support
Project-based billing

24/7 secure access to branches
Scheduled forward delivery dates
One-hour pick-up/check and collect service

Call off options (order book)
Multiple delivery locations
Same day delivery
Specialist delivery e.g. crane trucks

Technical data and rich content

Product advice
Emergency out of hours support

Project-specific tendering
Take-off software
Value engineering (using expert product knowledge to enhance customer bids)

Valve actuation
Commercial water heaters
Pre-assembled kits

Bespoke catalogue/ order service
Appliance installation services
Project management
Design services

Inside sales
Electronic Data Interchange
Outside field sales support
Call centres

Own brand choices
Exclusive distribution
Sourcing of non-stock items

More time

More time

Residential trade:

Using technology to help Kevin Cohen Plumbing deliver better customer service

Residential and commercial plumber Kevin Cohen was in search of a more efficient way of replenishing his fleet of trucks with the products his technicians needed. Sara Ferschweiler, e-commerce specialist for Oregon, was able to identify his needs during a sales call and discussed a solution utilising a customised product book with a barcode scanner for each of his 16 trucks. Sara created a book for each truck which contained about 950 products, images and technical details, including barcodes, to make it as efficient as possible for the team to replenish their inventory.

Today, each technician scans the material required throughout the day which goes through an approval process before being sent to Ferguson where the order is fulfilled. Since implementing the new solution in 2018, Kevin Cohen Plumbing has submitted half of all its product orders through Ferguson.com.

This book gives us the ability to order quality parts and supplies much more quickly, allowing us to provide the highest level of service our customers expect. We’re proud to have you as partners with Kevin Cohen Plumbing.” Kevin CohenOwner, Keven Cohen Plumbing

Kevin Cohen, owner of Kevin Cohen Plumbing, using a scannable inventory book.

Location: Eugene, Oregon

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Residential showroom:

Providing a total solution for The White House Collection remodelling projects

Candace White, who owns The White House Collection, a custom home design company, relies on Ferguson showroom consultant Jacob Wilson to advise her customers on product specifications for all their remodelling requirements. Often working from architectural drawings, Jacob discusses available options with Candace and her customers, keeping in mind style, product design and customer budget.

Candace brings the majority of her customers to Ferguson’s large Portland showroom and has been working with us for over five years. Here, customers can see and touch a wide range of alternatives in-situ from our kitchen, bathroom and lighting range so they can better visualise their projects. Jacob produces a customised colour catalogue for each customer with photographs, prices and product specifications to help finalise the designs. Once product selection is agreed Jacob then ensures all aspects of the project are delivered, staying in touch with the various tradespeople to co-ordinate deliveries, ensuring specialist installation is done properly and resolving problems quickly if they arise.

Candace White, owner of the White House Collection and Jacob Wilson, Ferguson showroom consultant, discuss a current customer project.

Location: Portland, Oregon
935 Showroom consultants who work closely with the client and their architect/contractor providing advice and project management support.
$1.9bn US revenue generated through showrooms including: consultation, design, project management, sizing, sourcing, stock holding, two person white-glove delivery and installation.

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Supporting Shapiro & Duncan and Superior Mechanical to win a vital bid

Shapiro & Duncan and Superior Mechanical came to Ferguson for help on a high-end plumbing fixtures project for a large commercial school. The Whittle School & Studios in Washington DC is a large and ambitious project which will eventually provide educational, recreational and residential space for over 2,500 students on a 14 acre site.

The school wanted to create a campus reflecting their belief that “everything in a school is a lesson”. The joint bid therefore required more than standard, “builder grade” plumbing fixtures and the contractors needed help choosing high specification products and devising a delivery schedule based on the demanding construction timeline. Originally over budget, the Ferguson team came up with various solutions to achieve the look the school required. To achieve this, and to stay within the budget, the team changed the product mix adding in our own brand products from the “Mirabelle” range which were chosen as they are visually striking, highly durable and cost effective. Our support enabled Shapiro & Duncan and Superior Mechanical to win the bid in a highly competitive process.

Ferguson outside sales associate Dustin Johnson (right) with Michael Canter, fabrication manager, Shapiro & Duncan (left).

Location: Washington, DC
~50% of US revenue is generated from bidding and tendering work.
Ferguson helped us identify the areas where we could improve our bid. Understanding our needs and having in-depth product knowledge meant we could make competitive and ultimately, winning bid.” Michael Canter
Fabrication manager, Shapiro & Duncan Mechanical Contractors
Image: The Whittle School & Studios
2,000 US outside sales associates support customers in bidding and tendering, project management and advice to make their businesses more successful.

More resources


Helping HollyFrontier* minimise down-time for site turnarounds

Our Industrial business is one of the largest suppliers of quality products and technical solutions to the industrial market in the USA. We supply pipes, valves and fittings (PVF) and maintenance, repair and operations (MRO) products to a broad range of industries including industrial manufacturing, oil and gas, chemical, power, pulp and paper and mining. In addition to the daily MRO requirements of our customer HollyFrontier Tulsa Refining LLC, a petroleum refinery based in Tulsa, Oklahoma, the plant performs “turnarounds” periodically. During this time, a portion of the plant shuts down between 30 and 60 days for maintenance and upgrades.

Our teams will be on-site during each turnaround stocked with most commonly used PVF and related material. Supplying and supporting plant turnarounds differs from traditional service. In the oil industry, refinery downtime can cost up to $200,000 an hour, so it is critical to our customers to limit that downtime as much as possible. For HollyFrontier turnarounds, Ferguson associates will be on-site 24/7 for 45-to-60 days to support the turnarounds. For example, the upcoming Tulsa plant turnaround in the Winter requires us to manage three staging areas with three jobsite trailers each, plus staged material to dispense to the various trades during the turnaround.

*HollyFrontier Tulsa Refining LLC, Petroleum Refining and Lubricants

Scott Baber, turnaround superintendent. HollyFrontier* (right) and Philip Martin, area sales manager, Ferguson (left) at the HollyFrontier* oil refinery.

Location: Tulsa, Oklahoma
The on-site support Ferguson provided was vital to the success of our turnaround. With a 24/7 operation, their sales team’s ability to secure material at any time of the day or night was valuable. They sourced those items, placed orders and made sure they were at the right place at the right time.” Scott Barber
Turnaround superintendent, HollyFrontier*

More support


Providing emergency support for Robert B. Our Co.

When a sewer-main pipe broke in the middle of a snow storm that caused three million gallons of raw sewage to be dumped into Nantucket Harbor, an area of outstanding natural beauty, our Waterworks business was instrumental in the emergency response. Our customer, Robert B. Our Co., the site and utility construction company hired to make the emergency repair, contacted us to help devise a plan.

The primary way to get to the island of Nantucket, 30 miles off the coast of Cape Cod, Massachusetts, is by ferry. When our team was ready to send the materials to cover the break, ferries travelling to Nantucket had been cancelled due to the deep freeze.

The team drafted the Otis Air National Guard and used a Blackhawk Helicopter to fly members of the construction company and materials to the island. During the weekend, our associates worked tirelessly to gather the required repair parts from our inventory, manufacturers and local Water Departments, exhausting all resources they had available. It took another three days before an ice breaking barge could clear the way so the ferry could run and the remaining products were shipped over and the pipe fixed.

3,118 medium and heavy trucks in the US. Some orders require specialist delivery vehicles to deliver large, heavy, cumbersome products for example, stake trucks.

Mark Heilala, a Robert B. Our Co. associate on a customer jobsite.

Location: Harwich, Massachusetts
Ferguson really went above and beyond to help fix this potential disaster. We needed the right parts as soon as possible and we don’t believe any other supplier could have done what they did. We couldn’t have done it without them!” Robert B. Our III
Co-owner, Robert B. Our Co.
>150 branches across the US can respond 24/7 to emergency situations like these. We also have a 24/7 hotline for emergency replacement of commercial water heaters.