My refrigerators were delivered a week later than they were promised and I spent tens of hours on phone and email. Everyone would promise to follow up and never do it. the communication was horrible.
Review by Nikolitsa1 month ago
I will not buy anything from Build.com ever. I am a contractor that would buy tubs and vanities, kitchen sinks, faucets, etc... from build and would put up with some subpar service and returning damaged items before. However this last go around I received a tub, after two weeks of trying to get the courier to deliver it, that was severely damaged. So they sent me out a replacement tub. 👍 Three weeks later I received another damaged tub. At this point it was too late. I had to spend a Sunday finding a place that had a similar tub in stock. Thank you George Morgan! After which it has been weeks of back and forth phone calls and emails. Most recently I was told they have 30 days to decide if they want the tub back or if I have to dispose of it myself! They will also not refund me for the damaged bathtub until they make that decision. Now I was told I will be refunded in 7 to 10 business days and I have to dispose of the tub. When I asked why I should be responsible for taking the tub to the dump and paying for it, they suggested I break it in to little pieces and put it in my garbage can..!? 😂 Thanks for the help guy. Or he said I could donate it to Habitat for humanity.. Why would they want a tub with a hole in it. 🤔 I guess it was there way of making sure they never have to deal with me again. Apparently they are not interested in repeat customers or contractors that pass their name along to other homeowners and contractors. I will not bother these guys again and I would suggest you don’t either!
Review by Jurio1 month ago
My hubby just got finished with a large bathroom remodel. We used build.com a lot.
We had a problem on order. They took care of it.
They were always helpful on the phone.
Review by Jullyeann2 months ago
My parts arrived with damage that should be caught if there were an outgoing inspection. It was a top name brand, so may have been a take off. No damage to the box, so the damage was not by the shipper. Easy quick refund process. Bought a replacement at the local big box store.
Review by Elcoussino2 months ago
Poor Refund Process. I purchased door levers and when they arrived the Venetian Bronze was much darker than what I had already purchased and installed. I returned them (easily done) and purchased what I needed.
The refund has been incredibly slow. I was initially refunded $20.94 (one door lever) and after a few days and checking my bill I called about the remaining balance. The purchase price was a total of $125.67. I talked to a representative and he said he would send the remaining refund through right away and it should appear on my credit card statement the next business day.
No such luck.
I called the following day and it was still pending but $8+ short of my total refund. The representative was very nice and helpful but couldn't have my refund processed any faster...it is going to be 2-3 more business days. I will keep checking....
Review by Narelle2 months ago
Terrible customer service. They just canceled my order without letting me know beforehand. They offered no solution for being unable to fulfill my order. I even contacted customer service and they couldn’t care less!
Review by Iveline3 months ago
Do Not order from Build.com. Horrible quality and customer service. I have a broken sink vanity in my foyer that I’m now responsible for. I can’t even lift it yet I need to pay to have someone bring this to the dump for me.
Shop somewhere else!
Review by Tornea3 months ago
After multiple purchases from Build.com over the last 3 wks, I started another order for 4 Toto sinks at $153 and change ea and a Westinghouse 6 blade fan at $121 and change that I had in the cart. I then used a $50 coupon code that Build sent me in the mail that brought the total to $687.50. I then clicked the check out button and choose the login option and logged in. When the price showed up for the amount of the charge, it had changed to $778. The customer service I received dealing with the issue was horrible, time consuming and without resolve...extremely disappointing! I ended up purchasing the sinks from Home Perfect website for $149 ea. This was a bait and switch move by Build.com. Sleazy!
Review by Spangenberg Marusich3 months ago
DO NOT PURCHASE FROM BUILD.COM. I purchased shower & tub fixtures for a bathroom remodel project. As most construction projects go you sometimes need to return items as they do not work. In my case my plumber went to install & informed me my internal plumbing would not work with the fixtures. I returned the 2 items to build.com as they instructed. I only received a refund for 1 of the items. I have contacted customer service 3 times regarding the refund for the other item which was $500. I keep getting the run-a-round saying the credit is pending. I guess I should have read the reviews before considering purchasing from this company.
Review by Rinoza4 months ago
As a Builder and PRO buyer with Build.com we would have expected much better customer service after placing an order with build.com This item was ordered after chatting with a representative. This item has not delivered, still in transit. We receive a quote from another online site that is 15% less. We call build.com to discuss the $150 price difference, they ask us to email them the quote, which we did. They respond that they will not price match and informed us appliances are not returnable and if we refused delivery there would be a 25% charge along with a $150 restock fee. Not cool. They have just lost our business here in Atlanta, G
Review by Shwa4 months ago
Total scam! Won't honor the price that is listed on their website for a Zline 48 in pro stove.
Review by Tianda4 months ago
Recently I ordered a WHITE DRAIN push in strainer for a shower. I received BLACK! I re-ordered, but received BLACK AGAIN! I contacted them and they said they would make it right and send out a WHITE one A.S.A.P. Well, guess what? Today I received the one they sent out for the THIRD time, and you guessed it, IT WAS BLACK!!!!! How DENSE can a supply company be?????
Review by HeatherLangdon Tzavéllas4 months ago
This company is a no-service firm! Very unflexible delivery, missing items not deliverable. Refund takes now already three months and still no money. AVOID at any cost!
Review by Jerrilynne Egwu4 months ago
** Update August 20th 2019 **
I'm still awaiting a response from Franco, even though I replied on the same day and we are now 7 days past my response! Ended up talking to a builder friend's account manager who sorted this out - not the way it should be and senior execs should take note of how your company is run. Somehow, I am not able to respond below...
CustomerChat (1:30:45 PM): Hello Tim. My name is Xxxxxxxx. How may I assist you today?
CustomerChat (1:30:52 PM): Can I please have the best phone number and email address to reach you at in case we are disconnected?
tim (1:31:05 PM): Hiya “Customer Service Rep”, 720XXXXXXX
tim (1:31:12 PM): XXXXXXXX
CustomerChat (1:31:16 PM): Thank you! How can I help you today?
tim (1:31:25 PM): Order #71762XXX
tim (1:31:47 PM): I'm going to be your polite but really pushy customer today
CustomerChat (1:31:55 PM): I've already had several! Haha
tim (1:32:02 PM): This is what I shall be posting this evening to any and all review sites relating to build.com
Order placed on Aug 1st 2019. Estimated delivery date August 7th 2019. It's now August 13th and no outbound communications from Build.com.
My wife called last Wednesday, 7th Aug only to be told that the items had been delivered to Estes (transport company) in Denver and we would have a call from them on Thursday morning. Absolutely nothing from them. On Monday 12th, my wife called the Estes depot in Denver (having been on hold for 25 minutes) and was told that they don't know where the order is and when it comes in, they will then contact her but until then, just wait. She then spoke to Jamila at the build.com customer service desk who bless her did try, but had to give up as she had to go home and she couldn't wait any longer on hold with Estes. I called this afternoon, 13th Aug at 12:16pm, and spoke to Josh at the customer services number and he said that "freight shipments can take up to 4 weeks to be delivered to the local recipients warehouse and that they can not guarantee a delivery on any specified date. He confirmed that the delivery is still showing as 'in transport' on his system. There is nothing else that he can do."
I explained that there must be a Service Level Agreement with their freight companies and I needed to talk to his supervisor about this as I needed to get the items delivered. Josh put me on hold for his supervisor and after about 10 minutes, I was disconnected. As I promised him in my phone call, the only way now to resolve this is to go "Thermo Nuclear" on review sites.
So build.com, check your SLA's with your freight companies. If they have failed you, fire them for breach of contract as it is you, not the customer who has the contract with these companies and it is your customers who are paying the price for your, and your distribution network suppliers, inability to perform.
tim (1:34:25 PM): I think that you get the understanding that I am hopping mad - but not at you :D
CustomerChat (1:34:41 PM): I do truly apologize for this situation and I would be happy to see what I am able to do for you. What is your order number?
tim (1:34:56 PM): 71762XXX
CustomerChat (1:34:57 PM): Thank you, let me pull that up!
CustomerChat (1:38:29 PM): I am calling the Denver terminal now
tim (1:38:49 PM): Let me put the kettle on and make some lunch, it's going to take you a while
CustomerChat (1:39:25 PM): Sounds like a plan! I'll let you know once I get through
CustomerChat (1:39:58 PM): Got them!
tim (1:40:31 PM): LOL - been down this road before with the call centre. This really needs to be escalated within build.com to someone senior in shipping who can then talk to their counterpart at Estes, that's the only way this is going to be resolved
CustomerChat (1:42:43 PM): The Denver terminal is set to receive this shipment later today, so you would receive a call no later than Friday of this week to schedule your delivery appointment. That being said, I would recommend that you contact the delivery terminal tomorrow to preemptively schedule the appointment. The terminal's phone number is (303) 418-1008
tim (1:43:35 PM): but we were told that it was delivered last wednesday by build.com
CustomerChat (1:44:15 PM): I cannot speak to what a previous representative told you, but I confirmed with Estes at the Denver terminal that your shipment should be arriving today, barring any transit accidents
tim (1:44:26 PM): also, we are flying out to California tomorrow morning
CustomerChat (1:44:55 PM): How long will you be in CA?
tim (1:45:07 PM): Well in that case, all that I can do is post my reviews of build.com with a title of "it will be quicker to buy it retail from somewhere local"
tim (1:45:20 PM): we are in Cali until Sunday night.
CustomerChat (1:45:54 PM): You will be able to schedule the delivery appointment for next week without issue
tim (1:46:06 PM): Our problem is that we have renters in a property with no master bath and we made a promise, based upon the original delivery estimate from build.com of Aug 7th. Had a plumber onsite as well
CustomerChat (1:46:42 PM): Unfortunately all ship dates and delivery dates are only estimates. Things happen that delay the shipment. I do truly apologize that this has caused a severe inconvenience for you and your renters.
tim (1:47:24 PM): I'm afraid that that cannot be true. There will be a Service Level of Agreement that you have with your freight/shipping/delivery network.
tim (1:47:49 PM): without that, build.com will, pardon my french, be screwed over
CustomerChat (1:48:34 PM): Delays can happen at any point in the process, which is why we only provide estimates to our customers. I will certainly pass along your feedback to our logistics department who can review the SLA with Estes
tim (1:49:14 PM): but if there is a delay, then surely build.com should be proactive with their exception reporting and notify the customer
tim (1:49:33 PM): airlines can do it automatically, so should build.com
CustomerChat (1:50:51 PM): Freight shipping takes 7-10 business days after leaving the warehouse; today is the 7th business day. So this falls within standard freight shipping times.
tim (1:51:24 PM): so why did the original estimate for delivery state aug 7th which would be less than the 7 days that you quote
tim (1:51:59 PM): I know, I'm being awkward and it isn't against you
CustomerChat (1:53:31 PM): That is only an estimate for a best-case scenario. I cannot speak directly to initial estimates that were stated when you placed your order, as I do not show a estimated delivery email was sent out to you
CustomerChat (1:53:39 PM): Again, I do truly apologize.
tim (1:54:12 PM): So my only option is to then proceed to the review sites. My wife has an e-mail with the estimated delivery date
CustomerChat (1:54:57 PM): Would you be able to forward that to me please? My email address is xxxxxxxxxxxxx
tim (1:55:22 PM): I will when she gets back but that will be in about an hour.
tim (1:55:30 PM): let me give her a quick call
CustomerChat (1:56:12 PM): That would be wonderful, thank you, I do appreciate that.
tim (1:59:04 PM): just spoke to her - I've got her login details, will screenshot this and send it over
tim (2:00:57 PM): e-mail on it's way
CustomerChat (2:02:30 PM): Got it, thank you! I am reviewing this with my supervisor now
tim (2:02:42 PM): thank you
CustomerChat (2:04:41 PM): I do see that the account provides an arrival date, and that is absolutely misleading. I will pass that along to our team that handles all of the customer account information. That all being said, we would be able to offer a credit of $100
tim (2:05:45 PM): Well, as far as misleading goes, from what you have said above, it is an utter lie as you would never be able to fulfil the date that you have provided
tim (2:06:11 PM): That should be build.com and not Candace :D
CustomerChat (2:08:44 PM): I was not aware of the customer-facing arrival date listing on our site, and it should absolutely be stated that these dates are estimates and not guaranteed. I have submitted a ticket to get this changed so that situations like this can mitigated in the future. Again, I truly do apologize for the misinformation.
tim (2:09:33 PM): That doesn't help the customer with scheduling the relevant trades to be onsite. It's going to cost us more that $100 for the plumber who was onsite waiting for delivery
CustomerChat (2:09:55 PM): We do recommend that you wait to schedule installation until after you have received the items and inspected them for damage.
tim (2:10:57 PM): There are quite a few plumbing things on the order. This delays getting the shower walls installed due to no shower being present on the date provided by build.com
tim (2:12:32 PM): I've just sent an e-mail with the state of play of the bathroom
tim (2:13:06 PM): If the date provided by build.com said November 5th, we wouldn't have started the demo
tim (2:14:53 PM): have our items with us this afternoon, otherwise we have wasted even more time waiting for something that has been paid for unlikely to arrive in my lifetime
CustomerChat (2:15:32 PM): Unfortunately that is not possible. It is expected to arrive at the destination terminal today, so the carrier would call you within 48 hours to schedule the delivery appointment
tim (2:16:04 PM): All that I'm left with then is to go to the review sites so that no-one else has the same problems that we have had
CustomerChat (2:17:23 PM): Apart from your items being delivered today, is there anything else that we could do for this situation?
tim (2:18:08 PM): I hate tarnishing reputations but this one really does take the biscuit. Your logistics is letting a great business model down and the senior management should be aware of the failings in the relevant departments across the whole business as well as the outsourced partners
Review by Paddee4 months ago
I wish I could give a 0! I purchased a kitchen aid dishwasher. The dishwasher was delivered on April 10th. I checked the box and there was no damage. The kitchen aid info was attached. On April 30th, my plumber installed the dishwasher. After removing the protective film from the dishwasher- Build.com sent the wrong finish. I ordered stainless and they sent black stainless! They are stating that because I did not return within 48 hours and because it was installed- I cannot return it. They did offer me $200 to order a new door panel for a brand-new dishwasher! TERRIBLE- but they are all so nice telling me no!
Review by Children4 months ago
Do not buy from them. Use to be good co not any more. No help for long term customer getting order completed. More then 2 mos!
Review by Annonymommy4 months ago
I read the bad reviews but decided to give them a try anyway as they had the lowest price on the internet for what I wanted.
They sent the item on time and exactly as described.
I don't know about their customer service or anything else about them. I am satisfied with them.
Review by Hanii Fozzard5 months ago
When we remodeled our bathrooms and kitchen, we purchased all of the faucets and other plumbing connections from Build.com. They had the best prices and carried everything you could hope to find. When I had a question, they were very helpful and knowledgeable. Later, we purchased our dining room chairs from the same site! I will continue to use them.
Review by Cbdlover5 months ago
They have sent the wrong product twice. Customer service says they will pay to send it back (It's two square feet of tile, which will cost more to ship than it's worth) but will not provide shipping information. Ordering again comes with a $50 shipping fee... Being nice does not work. Being rude does not work. Do not use this company if you actually NEED what you order.
Review by Lumin McGettrick5 months ago
I no longer have the paperwork but the young lady I spoke with on the phone about my order (Project Manager) was excellent! Her name was Grace Anderson. She was ensuring my order was correct and explained when I could expect to receive it and how it would arrive. Great service!
Review by Keally5 months ago
I ordered 4 “dummy” doorknobs that I thought would match the other knobs in the house. Price was right, shipping was free. When they arrived, the color (brushed nickel) was awful. No choice but to return them. Went to mu Build.con account and started the return process and was advised that the return shipping would be $17.50, the price of the knobs was $20. Not worth returning and the response from build.com was... “return shipping cost helps us keep the cost down.” I guess it does, if I return them, they sell them again. I will not order from build.com again and will go straight to Amazon !!! - Order #70820471
Review by Tegz5 months ago
the worst. they don't tell you that they don't have what you need in stock until after you've bought it. Then they send you an email saying it wont even ship for 2 weeks. When you try to cancel your order they tell you they can't because it is an outside vendor and they have no way of communicating with them. Please don't order from build.com
Review by Khawlh Kokkinen5 months ago
Any fault for the order will be paid for by the customer. There is no customer service from Build.com.
I ordered (2) lights from them that were in stock and needed them in a short timeframe so I paid for 2 day shipping. An extra charge that they gladly accepted and never fulfilled on.
The items came in 8 business later on a normal ground labeled parcel. As these didn't meet my deadline I couldn't use them and needed to return them. The return was really easy hitting a few buttons to get approval and labels.
Where this all turns to absolute crap of a company is they reimbursed me the cost of the fixtures minus return shipping ($35+) plus no reimbursement for the 2 day shipping I never received ($56).
So I'm out over $90.00 because they couldn't deliver on the accepted method of shipment.
Total piece of crap company. Learn from my mistakes and use another company. STEER CLEAR
Review by Amieeh6 months ago
As a general contractor, the first experiences were very pleasant. Had a personal rep I was working with. Then a client did not like some of the items ordered. A couple of months later, the items were returned and i paid the re-stocking fee and shipping. One item that didn't belong with the returns was sent back inadvertently. All the items returned show delivered on their own tracking system,. About $500.00 in total. After a month, i get a bull$#*! answer back from the pro rep. You read it for yourself. I will not do business with them anymore and suggest that you proceed with caution!!
"Sorry ive missed your calls. So a few things bud. I know you have been CCing me on prospective clients. At first, I thought this was a good idea, I would take the time to respond and have calls with. After the 10th one that did not result in any new business, I can no longer take the time to do that.
As far as the returns go and the items being sent back that were not build products, We can not issue any refunds because we never got the respected items back. We have a very good process set up for returns and issuing refunds and credit. "I encourage you to call into the 800 number for any future orders or returns.
Review by SnLR Ronsonkiplin6 months ago
Very disappointing! I ordered a Dacor microwave to replace one I had in a rental property. It did not fit the space and Build.com will not take it back. It's brand new and in the original packaging. I've used them before and I thought they were a professional company. A $650. mistake!! Don't buy anything from them!!