Build.com
reviews and complaints

As someone who has explored Build.com, I must say that the experience can be quite polarizing. While some customers praise the website for its vast selection and fast delivery, others have faced significant challenges. Issues like delayed shipments, wrong products delivered, and poor customer service seem to be recurring themes. It's essential to approach purchases on Build.com with caution, ensuring thorough research and managing expectations. Despite some positive experiences, the negative reviews highlight areas that require improvement for a more consistent and reliable customer experience.

I don't know where all these bad reviews come from, but my experience with build.com couldn't have possibly been any better. We were under a strict deadline with our new construction home because it was featured in a "parade of homes." The local company the builder normally uses for door & bathroom hardware was telling us it would take 4-6 weeks to get the door hardware we wanted, and we would have to go with a very basic (and ugly) style if we wanted them in sooner. I went to build.com and not only got all of the door and bathroom hardware in time, but I also got better prices. I ended up ordering a mirror as well, and the service was just as good. The customer service reps worked with me to make sure everything would be delivered in time, and even applied an additional discount code for me. I would use build.com again in a heartbeat!

I've ordered a number of home items from Build.com. Each and every thing I ordered came quickly and was just as described. I've never been disappointed by any products purchased and when I was pressed for time due to another website which didn't live up to expectation, I always chose Build.com. I appreciated the suggestions on ordering other items as I am just an ordinary person with little to no experience with home renovations and what is necessary. I ordered some bathroom shower faucets from another website and did not receive the necessary valve. When I ordered from Build.com, they suggested the valve which others have purchased with the faucet set I purchased. Their prices are competitive and many times lower than other sites. It is important to read the entire descriptions when comparing on line because sometimes the lower price is a lower quality. Very pleased.

I have used Build.com for two large bathroom remodels. I researched my needs locally and tried to support the brick and mortar stores. However, they were unable to get the products to me (shower vales, trims, shower bases, and shower doors) in 5 to 7 business days. Build.com was able to research and provide were my products would be shipped, change the locations for better response time and I had them at my home in 7 business days. I received a defect in the shower door (water drop coating was wrinkled), I provided pictures and they sent me a replacement in 3 days no extra cost in shipping. My last bathroom project was quoted $2900 from a locale supplier, Build.com was able to provide the same identical items for $1960. I needed more information on setting the temp on a Moen shower valve and Build.com was able to send me the Manufactures Manuel on all the details in needed.

My husband and I got out bathroom remodeled and kitchen and is well a new patio. By Sylvester Construction owner Frank. Everything was beautiful and I love it so. I give Mr. Sylvester 110% my honest input the best contractor I've spoken with, worked with, and gave him my home to make my dream come true! I had spoken to over 56 different construction company's who charged thousands more. Frank, his son and my family sat down and discussed our contract. Showed us and made copies of the receipts and was explaining everything step by step.!
NEVER IN MY LIFE HAD SOMETHING GO SO EASY. He as well has all trades
Plumber, electrican you name it and as well threw in serveral small things for us out of his pocket. He got the job done and while doing so made us part of his life. We weren't just paying someone to do things in our home. We were all step by step together with this.
Good day!

I first ordered from Build.com a year ago. I wanted a particular brass hardware set for a new door and I found it on their site. I took a chance and ordered it and it arrived quickly. Fast forward to two weeks ago. Again, I was on a search for a particular size outdoor ceiling light. No one had it. And low and behold Build.com had the exact size I needed to fit in the existing opening. Again, I ordered online and it arrived in two days. Finally, I decided to replace our outside front lighting. I had so many questions about sizes and mountings so I called and spoke to Fred. He did the research I needed for measurements and gave me a great price. The lights were shipped directly from the manufactured and arrived in 2 days! All 4 lights were installed today and look fabulous. By the way, a local lighting store near me carried the exact same light and I saved a great deal of money ordering from Build.com. I am extremely satisfied with my purchases.

I started ordering plumbing fixtures at the start of a major remodel to an old house. 4 bdrm, 3 Ba, kitchen all gutted and new finishes and fixtures. This is in a fairly remote mountain ski resort so local options are limited and very expensive. Everything was going smoothly until a plumbing fixture leaked, a mirror/vanity came cracked, then the replacement came cracked. There was never any hesitation or question from their customer service people. New replacement items were immediately on the way or I was given a direct number to the manufacturer who replaced it after qualifying that I was in the warranty period. I bought high end plumbing and door hardware, and also some generic Chinese stuff that was inexpensive, but seemed to be of pretty good quality. I am at the end of the renovation and have a few items that were incorrectly ordered ( on my part) that I want to return. I am still in the 60 day return period so I don't anticipate any problem, but will update this if there is. Overall a very good experience and I will use build.com again if needed.

I have purchased several items over the years with build.com, including bathroom lighting, faucet fixtures, bathroom accessories and ceiling fans. Everything I bought was of good quality. I had two instances that I needed the help of customer service. Both times the representatives were not only courteous and prompt in returning calls and emails, they exceeded my expectations in solving my problems. The most recent purcase was a ceiling fan that was described as having a light kit that used candelabra base bulbs. The ceiling fan that the manufacturer shipped to me was the same model, but they had since replaced the candelabra bulbs with a new design that had an integrated LED panel, which I did not want. I contacted customer service, and I received a call back right away. My representative contacted the manufacturer immediately to begin the return process, and he helped me find a replacement ceiling fan. I was able to ship the other one back free of charge. I highly recommend buying from build.com, and I will definitely do so myself the next time I need to upgrade a fixture in my home.

So, this is strange. After enduring the total incompetence and arrogance of another distributor (AJ 'you know who you are'), I've had only excellent service from Build.com in connection with a $2000 mini split AC/heating order. Belatedly realized that I ordered a discontinued model, so I called to cancel it yesterday - the day before delivery. I called Customer Service, they answered live with 5 mins, I spoke to a very polite, very professional person who promptly 1) sent me a confirmation email; 2) send the return labels and 3) instructed me to 'refuse the order' when the delivery service called.

Later yesterday, the units had already been delivered (a day early) so I was somewhat annoyed because I wasn't able to intercept it. But I called them back, they promptly answered, again, they re-emailed the labels and they waived the return fee and now UPS is coming to get them tomorrow.

I then ordered a new version of the same unit.

I remarked to wife "wow, what a contrast to AJ Madison" then went online to discover the mostly bad reviews of Build.com. I don't get it. They gave me excellent service (I live in NJ)... my only theory: I'm assuming (or I want to believe because I plan to use them a lot from this point forward)is that their senior management is listening and trying to improve.

Nothing but nice things to say

I don't understand why Build.com has so many bad reviews here. My experience was much different. I have placed 3 orders on faucetdirect.com (a subsidiary of build.com). The first two orders arrived without any problems and I was able to get exactly what i was looking for (3 faucets on the first order and a toilet on the second).

I recently ordered another toilet similar to the first for another bathroom. This one had some problems, I received an email saying my order was held and I needed to call. I called and quickly reach a live person who spoke native English. She said she didn't see why they had me call. She apologized and released the order. She then emailed me her direct phone number and email in case I had any other problem.

The toilet arrived in a couple days via UPS, but the bowl had been broken in shipment. I did not call the person who helped me before. Instead I called the general customer service line and quickly spoke with a man that was very helpful. He asked me to email him pictures of the damage which I did. He immediately placed a free replacement order for the broken bowl. He then sent me his contact information in case there were any other problems.

The new bowl arrived in a couple days via UPS more broken than the first. I called the man who sent the replacement. He apologized and said he would ensure we get a good part quickly. A new order was placed and in a couple days I received a call from a trucking company who arranged to deliver the bowl. It came strapped to a pallet in perfect condition. The driver brought it into the house and allowed us to inspect.

Due to the problems I had, I have to give high grades for the customer service i received to resolve them. It is rare to get a live person on the phone to help you from other companies.

They sent me the wrong oven/range model. The contractor installed it and threw out the packaging materials. Once I inspected it and saw the mistake, I contacted build.com customer service.I got a replacement from them (thanks!) and it works fine.Now I'm trying to get the old range returned, and they're MAJORLY dropping the ball.I don't have pallets, or the means to palletize things, because I am not a *** I keep asking them to send a carrier that can just pick the naked unit up from my home in a whiteglove way (i.e. not make me order a pallet from somewhere, wrap it up on my driveway, and make me take vacation time to guard it for hours on the delivery day, which is unacceptable).On several occasions, I've contacted customer service to get this resolved. EVERY time, they say they'll reach out to the right logistics team, and then NOTHING. Radio silence for WEEKS on end. They don't respond to voicemails on their extension, and they don't respond to emails.I better not get a chargeback for the item not being returned because of their own incompetence.

Look at the *** reviews too, because they are much better than here. I think this site shows more of the problems than the successes. I am so glad I decided to give it a go. I read some pretty sketchy review on trustpilot, BBB and site jabber and was worried. However, the customer service was great- one agent even personally emailed me an update since I ordered overnight shipping! I would order with them again!

WOW - I can't believe the negative reviews that some people have left here regarding Build.com. I too experienced (several months after installation) with a fan purchased from Build. I wrote a simple email regarding my problem and within 24 hours was informed that they had placed a no charge order for a replacement fan which would be shipped to me at no charge. Yes, I did pay an electrician to install the original fan and yes, I will have to pay another to install the new one but, I was the one who selected the fan in question and ordered it from Build.com who without question replaced the defective fan with no hassle. It is nice to know a company stands behind the products they sell and without question, I will be ordering products from them in the future.

BOTTOM LINE-- DON'T BELIEVE SHIPPING TIMELINES ON THIER WEBSITE IF IT IS FROM A VENDOR AND NOT DIRECTLY FROM ***. We have had excellent service from *** for items they stock directly. When we purchased $5600.00 of sinks and faucets one of the items they sent had been opened with the finish damaged. They sent us a new one immediately. However apparently on their build.com website, they work with a number of vendors and show on their website stock and shipping times. However, if it is a vendor, my experience (twice) is the information they show on their website is totally false. I have worked with two customer service reps on two separate orders and they take no responsibility and only blame the vendor. I ordered 3 sconces with "20 available" on the build.com website only to find out they had none and it is back ordered at least several weeks. The other order was to be shipped in "2-6 weeks" when I bought it. We are at an estimate of 3 mo now with no guarantee we will get it at that time. Wish I would have known there is such poor communication between them and their vendors. I hate to give *** all of my business but this doesn't happen with their vendors. How does this company have such a low customer review rating and an A+. Apparently you need to file a complaint.

Story about Build by Ferguson and their poor shipping services. I placed an order last weekend through Build with Ferguson (Build.com). I ordered one shower door, one price, one number. Much to my surprise, it ships as two parts (no notation of this in the item description). In addition it shipped from two different carriers. Originally scheduled for delivery on Wednesday, 2/24 from both carriers. One of the carriers (Estes) never called me and the tracking info was never updated. By Friday, it still showed as being delivered on Wednesday. The other R&L Carriers called immediately, but told me I needed to be present on Wednesday from 2-5pm to sign, they also told me I could complete a form to allow them to drop without signature, which I completed and emailed back the same day (Monday). Despite multiple calls with R&L, the item was never delivered. After multiple calls I kept getting told "you have to call back later and tell the other person" They never found my form yet I sent it ,multiple times to the email they provided. Estes local terminal told me it was just delivered to them on Friday (despite being told it was to be at my house on Wednesday), but at least did offer pick-up services. Something that R&L would not do. Moral of the story, stick with a reputable company and service. We may take for granted UPS, FEDEX and places like Home Depot and Lowes, but they would never allow this type of customer service. Buyer beware and that's why I'm spending the time to write this in the hope that someone reads it and makes a better choice than I did.

I have nothing bad to say about build.com. yes some tile came chipped but they promptly fixed the problem that was possibly from shipping.

I had high hopes for Build.com, but after multiple experiences with them, I have come to the conclusion that I will never use their services again. Let me tell you why. The first time I visited their showroom in San Antonio, there were plenty of employees around, but they were too busy chatting amongst themselves to offer any assistance. We walked in and out without anyone even acknowledging us, except for the receptionist who suggested we make an appointment with a designer for later in the week. It was frustrating to see so many employees around, yet none of them were willing to answer a few simple questions.

Despite the lack of customer service in the showroom, we decided to order our items for a complete master bath remodel from Build.com. Most of the items arrived in a timely manner, but one vanity had a 15-week lead time. We understood that supply chain issues can cause delays, so we accepted the fact that we would have an empty spot for some time. In February, we received notification that the shipment was being readied and we were given instructions on how to receive our product. However, after that, we heard nothing. We followed up with Build.com, but they only promised to look into the situation and call us back, which never happened. Today, after months of waiting, we finally spoke with a representative who informed us that the product was lost in transit and would need to be re-ordered. We were shocked to find out that the freight company had informed Build.com on March 18th that the container they had picked up claimed to have the vanity on the truck, but it wasn't actually on it. Why didn't Build.com inform us of this situation a month and a half ago? It's unacceptable.

To make matters worse, when we tried to speak with a supervisor to find out why their service was so terrible, we were put on hold for 45 minutes with nothing but music playing. It's frustrating to be treated this way as a customer. I'm tempted to tie up their phone lines for hours just to make them feel the same frustration that I'm feeling right now.

Overall, I cannot recommend Build.com based on my experiences with them. Their lack of customer service and communication is unacceptable, and I would advise anyone looking to remodel their home to look elsewhere for their needs.

I recently ordered three sinks from Build.com for my small day spa to use as foot baths. Unfortunately, one of the sinks arrived completely smashed to pieces. Despite this setback, I contacted Build.com and they were quick to respond and send out a replacement sink. However, when the replacement sink arrived, I noticed that it was significantly thinner than the other two sinks that I had already purchased and installed. I immediately contacted Build.com to inform them of the issue, but was told that since I had already installed the sink, there was nothing they could do and that I should contact the manufacturer directly.

I found this response to be completely unsatisfactory, as Build.com is the customer of the manufacturer, not me. As a business owner, I don't have the time or energy to deal with these kinds of issues, and I was extremely frustrated by the entire experience. It was especially disappointing because I had planned to use Build.com for my upcoming projects, including a second spa and a restaurant. However, after this experience, I will not be using Build.com again in the future.

As a full-time professor in a business school, I plan to use this experience as an example in my courses of how NOT to treat a customer. It's important for businesses to understand that customer service is key to building a successful brand, and that treating customers poorly can have long-lasting consequences. While there may be other vendors and suppliers out there with better customer service, I hope that Build.com takes this feedback to heart and works to improve their processes in the future.

I recently had an experience with Build.com that left me feeling frustrated and disappointed. I ordered a Kohler 1 piece toilet in July, and when it arrived a few days later, it was in several pieces. I contacted customer service and they arranged for a second delivery the following week. Unfortunately, this toilet also arrived broken. I contacted customer service again and they assured me that they would use a different third-party delivery company for the next delivery.

I took the day off work to be there for the third delivery, which was scheduled for 3 PM to 5 PM. However, when I called the delivery company to find out when they would be arriving, they claimed that they had already been there and no one answered the door. This was not true, as I had been home the entire day. They agreed to deliver the toilet the following day, but once again it arrived in pieces.

I contacted customer service again and they promised to ship out an intact unit. However, when I asked for some kind of compensation for the time I had lost from work and the fact that three toilets had been delivered broken, they refused to offer anything. By this point, it was already the middle of August and I had been dealing with this issue for five weeks.

I decided to give Build.com one more chance, as local stores had a four-week wait time for the grey color I had ordered. However, when the toilet arrived for the fourth time, the delivery person didn't even take it off the truck. I had to climb up and inspect it myself, and once again it was broken.

To make matters worse, it took another two months to receive a refund. Despite numerous emails from Build.com asking me to leave a review, I would caution anyone considering buying from them to look at local stores instead and wait for the order to come in. The service department, supervisors, and Build.com did nothing to make up for the inconvenience and frustration I experienced. I will never do business with them again.

I recently spent almost $2,000 at Build.com on some fancy Baldwin door hardware. Let me tell you, it was a real hassle dealing with their sales system. I had to talk to three different sales associates before my order was finally sorted out. And let me tell you, it was a real struggle to get in touch with any of them again. The first guy was great, but I never heard from him again. The second guy didn't seem to know much about door hardware, and it showed. And the third lady knew her stuff, but she was pretty impatient and hard to follow.

I don't know which of these three made the mistake, but they ended up sending me 13 of the wrong type of expensive handles. I had to return them, which was a real pain. My handyman would have charged me an extra $300 per handle to drill the holes needed for the passage handles, when all I ever needed was dummy door handles on these closets in the first place.

But the worst part of the whole experience was dealing with the customer service representative named Gray or Greg. This guy was so rude, disrespectful, argumentative, accusatory, and aggressive that I had to ask for someone else to help me. He immediately started blaming me for the mistake (even though it was the sales rep's fault), and he kept talking over me even when I asked him to stop so I could explain the situation. At one point, he even laughed out loud to mock me.

I was so upset by this guy's behavior that I took the time to call and email his supervisor, Shannon Fife. But she never bothered to respond or even acknowledge my complaint. It's clear that the bad attitude at Build.com starts at the top.

The only good thing I can say about Build.com is that they do ship items pretty quickly when they're in stock. But they really need to train their sales staff better so they can recommend the right products. And they need to make sure their customer service reps are professional and courteous at all times. And when a customer is as upset as I was, the supervisor needs to care enough to call back.

Overall, I would give Build.com a rating of zero out of ten, if that were an option. They're just not worth your time or money.

The trascript of my cosrumer service experince.

Luis (7/23/2020, 2:28:45 PM): Chat with an Expert
Build (7/23/2020, 2:28:47 PM): We're connecting you with an Expert.
Tania R (7/23/2020, 2:58:54 PM): Hello Luis. My name is Tania. How may I assist you today?
Luis (7/23/2020, 2:59:00 PM): Hello
Luis (7/23/2020, 2:59:37 PM): I'd like to start this conversation by saying that I am very disappointed at the service provided so far
Tania R (7/23/2020, 3:01:02 PM): Can I get the order number please
Luis (7/23/2020, 3:01:18 PM): I am a private marble manufacturer who's offering services to my friend lida. I work in a very tight schedule, and my order yesterday was put on hold for over 15 hours, delaying it's delivery therefore delaying my work. Which means I'm loosing money.
Luis (7/23/2020, 3:01:44 PM): #***
Tania R (7/23/2020, 3:01:51 PM): I am sorry but we send out a email regarding that we needed to confirm some information on your order and to please chat in or call build.com
Luis (7/23/2020, 3:03:04 PM): I personally spent over 2 hours on the phone, and once it was finally picked up the call was hanged up by the representative. I hope you understand the situation.
Luis (7/23/2020, 3:04:17 PM): I have received an email further explaining that no more information was needed. But the delay was already been set and my time and patience had already been depleted.
Luis (7/23/2020, 3:05:19 PM): I am really contacting you to see if this is the way this company does business. Because if so, then I'll know not to hire your services again.
Luis (7/23/2020, 3:05:38 PM): This is the chance I give you to change that perspective.
Tania R (7/23/2020, 3:08:21 PM): I am sorry about the delay and we apologize about the wait time to speak to a representative we are having long hold times are we are working very hard during this pandemic... I hope you can understand that. Also we put some orders on hold if we feel like it can be a possible scam order or fraud order I hope you can understand that too
Luis (7/23/2020, 3:10:46 PM): Sure, now that the orders have been cleared, I want to know if you can hurry their delivery as to compensate for your delays and all the stress that's been caused.
Luis (7/23/2020, 3:12:01 PM): As I said, I work with such material that you offer, and if I'm satisfied with this interaction I'll be sure to bring you business in the future
Luis (7/23/2020, 3:13:02 PM): There's was a reason I came to build.com in the first place, I hope that's not tainted by those issues.:)
Luis (7/23/2020, 3:13:19 PM): To build. Com*
Tania R (7/23/2020, 3:13:46 PM): You placed the order with

Transcript of chat today...

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): ***@gmail.com
CustomerChat (1:31:16 PM): Thank you! How can I help you today?
Tim (1:31:25 PM): Order #***XXX
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): ***XXX
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 ***008
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 ***@build.com
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
CustomerChat (2:14:10 PM): I do truly apologize, and we are getting this corrected for future instances. At this point in time what can we do to help rectify this situation?
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
Tim (2:18:44 PM): If you could get this transcript and the e-mails infront of a senior level executive, I think that they would appreciate it.
CustomerChat (2:19:24 PM): I have sent your feedback to our logistics department, and my supervisor and manager are also looped in to this situation.
Tim (2:20:03 PM): Thank you Xxxx, you have been brilliant and hopefully I haven't bashed you too much, but I think that you understand my frustrations
CustomerChat (2:20:33 PM): I do, and I truly apologize. I am working to get this fixed so that it doesn't happen again for you or anyone else.
Tim (2:20:56 PM): It probably won't happen to us again, once bitten hard, never go back
CustomerChat (2:21:37 PM): I completely understand.
Tim (2:23:09 PM): If you could organize the refund of $100 to my wifes account, that would be great. Thank you once again for allowing me to vent, but hopefully in a polite and respectful way. I used to run a large help desk customer base, so I understand the position that people higher up the food chain put you in.
CustomerChat (2:23:58 PM): I will submit the credit now
Tim (2:24:08 PM): thank you and have a great evening
CustomerChat (2:25:36 PM): Your wife will see that credit reflected in her account within 3-5 business days. If you need anything in the future you can reach me directly at ***@build.com. Take care, and have a nice trip out to California
Tim (2:26:49 PM): Thank you! Once again, you have been very patient with an irate customer, even though things haven't been resolved, nor will they be, you have tried your best, big pat on the back to you.

Dear Better Business Bureau representative, We purchased a Bertazzoni refrigerator through *** in ***, ***. The refrigerator was advertised as available in Store. We went to the store and worked with a salesperson and his supervisor to order the fridge. He called the warehouse and they told him they had the fridge. We also ordered a set of fridge handles we chose and were told these would arrive at a later date than the fridge. It took a few weeks before the fridge was delivered. We were billed for the fridge on January 23, 2020, on the day of the delivery. We paid *** to have the fridge delivered and install as well as to have our old fridge moved to the car garage. The movers left with the card box, Styrofoam, and other implements that had been used to safely wrap the fridge for moving. We signed the bill of lading that had on it the correct fridge reference number as there was no obvious damage to the fridge and the movers wanted to leave. I then started to focus on the delivery of the handles. It led me to notice the handle mounts on the fridge we had received. The two fridges without handles look similar to one another. After looking at the fridge while focusing on the handles, I realized that the handle mount on the fridge delivered did not fit that of the handles we had ordered. It led me to look for the number of the fridge we had received. I found it written in small letters, on the back of the fridge we had received and realized it differed from the number of the fridge we had ordered and that was on the bill of lading. The difference is in the last three letters versus that which we ordered and signed for at delivery. On January 24, I called *** customer service to report the problem. The lady I talked to told me that it was indeed an error, that I would be reimbursed, and that they would schedule a pick-up. I asked if we could be sent the right fridge. She told me it was discontinued. It led me to wonder why they had sold it to me the day before. I received an email on January 24th about the reimbursement. As we were not getting the fridge we expected, we also canceled the order of the handles. We received confirmation of the reimbursement from *** pay on January 27. I then realized we had not been reimbursed for the three-year protection plan sold to us by Compact Appliances. I called back and followed up on that. I believe I was reimbursed for that too, though I did not check. I expected the return pickup to take a few weeks, as the delivery had taken a few weeks. In the meantime, I found and ordered a different fridge from a different company. When the new fridge came in, the delivery people moved the Bertazzoni out of the kitchen and in the middle of the dining room. I then followed up and called *** to follow up on the return pick up. The gentlemen that responded told me they had lost track of it, did not have it in their systems and thanked me for my honesty in calling them back to return it. On Tuesday, March 03, 2020, 12:29 PM, I received an email stating that a return “ticket” had been created and that a freight carrier would be coming to pick up the return. I then noticed they were charging me for the return freight fee. I contacted them, asking that the shipping fee be reimbursed to us as they were in error. They were the ones that had advertised, sold and delivered a fridge that had been discontinued, that they did not have, that differed from the one noted on the bill of lading and that differed from the one we had purchased. They apologized and reimbursed me for the pickup cost. The mover came on Thursday, March 19th to pick up the fridge. They did not pick it up because it was not in a box and not on a crate, outside the door. Since we had originally paid for white glove delivery and they left with the box and wrapping implement, we did not have anything to wrap the fridge. So the mover did not take the fridge and it continues to be in my dining room. I followed up again and contacted them. This time, I sent them an email message to ensure I had a record. I told them I have spent enough time on this. It was their error and that they need to pick up the fridge. They responded it was my responsibility and that I needed to package the fridge and get it on a pallet for them to pick up. That I signed the bill of lading and thus it’s on me (though what I signed for is different then what they delivered) and that I have a month to get it returned or they will otherwise be billed for it. That our white glove delivery, unpacked, moved-in and installed, was our agreement with the delivery company. This delivery is sold through them, along with the 3-year protection agreement, and can be found on their website. I have spent so much time already, trying to agreeably get their many errors resolved, pulling together documentation, waiting on hold on calls and transfers. From advertising something they did not have, to selling me and billing me something they did not have and was discontinued, to delivering the wrong item, to reimbursing me without including the 3-year protection plan, to charging for the pick-up, and to now say it’s my responsibility. I need them to take responsibility and get this fridge out of my house without causing any further trouble at our end. I have never used your services before and am reaching out to you in hopes you can help me get this resolved. I hope you and your closed ones are safe from covid19 during this period of uncertainty. We look forward to hearing from you

The product arrived damaged and I refused the shipment - and shipment tracking shows it arrived right back to their warehouse four days later! It has now been THREE months since that refusal and I am still waiting for my refund. I have spoken with four different customer service reps - each of them telling me that they processed my refund and that it would take 3-4 days for it to arrive in my bank account. Yet, here we are, still no refund. Three months. Perhaps their policy is to stall as much as possible in hopes to get the customer to give up. Not happening - especially with an $1,600 item. DO NOT BUY FROM THESE PEOPLE! They are crooks.

I gotta say, folks, be careful when you're buying from Build.com. I ordered a bunch of Dahltile tiles, different sizes and types, and let me tell you, it was a mess. Some of the smallest tiles didn't even show up, and I'm pretty sure they were just mixed in with the broken boxes that the other tiles were supposed to be in. And don't even get me started on the broken tiles - three 17x17 inch ones, three 13x13 inch ones, and a bunch of the 6x6 ones too. When I tried to tell Build.com about all this, they just told me to send everything back in the original boxes. But come on, those boxes were all busted up! And then they sent a big ol' truck to my house without even telling me, trying to take the whole dang order back. I just wanted to return the broken tiles and get the missing ones, but they couldn't seem to understand that. And now, a month later, I still can't get a straight answer out of their customer service reps. I talked to one guy who seemed like he knew what he was doing, but he couldn't get any help from his coworkers or bosses. It's just a mess, folks. I don't think I'll ever order from Build.com again.

I live in a small town and I do most of my shopping online. I recently purchased some beautiful Kohler medicine cabinets and other expensive items from Build.com. I never had any issues with them before, so I was surprised to find out that they don't know anything about customer service. On June 11, 2019, I bought a Panasonic FV-11VHL2 bathroom heater/fan/light, which was professionally installed on June 26. The installation was so difficult that it cost me $195. The fan/heater combination never sounded right and it was so noisy that it scared my puppy away. However, it sort of worked, so we just lived with it.

Eventually, the heater stopped working altogether, so I called the electrician. He said that it was dead. I called Build.com and spoke to Mikayla, who informed me that it was not their problem. She said that it was past their three-month warranty period. I had to wait on the phone for two hours with the phone on speaker to find that out. Then I called Panasonic, and I had to wait on the phone again. I had to climb on a ladder and search for the serial number on the unit to add to the model number, which was on the bill of sale, just to prove that I was a real customer.

When they finally got all the information they needed, Panasonic said that they might send me a new heater part. The product was terrible, the installation was worse, and the manufacturer was even worse. The company that had always been happy to take my money was at the bottom of the pile. I would not recommend buying anything from them because if it doesn't work, you are probably out of luck. And definitely don't buy Panasonic. My electrician told me that he could get me any one of the other top brands. If I had listened to him, I wouldn't have had any of these problems. It would have been easy to return and replace the product.

Also, this site wouldn't accept the photo of my proof of purchase. Can you believe that? It's just one more thing that makes me not want to do business with them again.

I recently had an experience with Build.com that left me feeling frustrated and disappointed. I placed an order with the expectation that it would be shipped out the same day or within 24 hours, as advertised on their website. However, after waiting for a day without receiving any shipping notification, I decided to reach out to their Customer Service department to inquire about the status of my order.

The representative I spoke with informed me that she would need to contact the Shipping department to get more information. Later that day, she sent me an email stating that there would be an additional charge of $138 for shipping, even though my invoice clearly stated that shipping was free. I immediately emailed the representative back to inform her of the discrepancy, but instead of resolving the issue, she threatened to cancel my order without my consent or approval.

I was shocked and appalled by the way I was treated by Build.com. It seemed like they were trying to scam me out of additional money by falsely advertising their products and then changing the terms of the sale after I had already made my purchase. They even tried to use their terms and conditions as an excuse for their behavior, but I know that provincial consumer protection laws supersede any company policies.

Overall, I would not recommend Build.com to anyone looking to make a purchase online. Their customer service is lacking, and their business practices are questionable at best. Save yourself the headache and shop elsewhere.

I gotta say, I had a pretty frustrating experience with Build.com. I was trying to order a rev-a-shelf pull out trash container, and I had to call customer service three separate times to get it sorted out. The first call was just to make sure I was ordering the right size, and they told me I was good to go. So I placed the order.

But when the pull out shelf arrived, it was the wrong size. I called customer service again, and they said they couldn't help me because the vendor had shipped the wrong item. So I called Rev-A-Shelf directly, but they told me I had to deal with Build.com. And during that conversation, they also told me that the part number on Build.com was wrong for this item and at least one other pull out shelf.

So I called Build.com again, and this time they said they would ship the correct size right away. I also told them about the part number error on their website, and they said they would fix it. But after waiting a week and hearing nothing, I called customer service again. And this time they told me I had to cancel the original order and re-order the correct size pull out shelf. And to make matters worse, the part number still hadn't been corrected on their website.

So I cancelled the original order and returned the item. It took about a week for the carrier to confirm that they had received it, and then another week for me to finally get my credit. I had to call customer service twice to follow up on it.

Overall, I'm pretty disappointed with Build.com. It was a lot of hassle just to order a simple item, and their customer service wasn't very helpful. And the fact that they still haven't corrected the part number on their website is pretty frustrating. I don't think I'll be ordering from them again.

I recently purchased two bathroom vanities from Build.com and unfortunately, both had significant issues. The larger vanity, which was priced at over $1400 and measured 72 inches, was delivered with noticeable paint chipped off in several areas. I reached out to the company and it took them more than three weeks to send me the paint pens to attempt to repair it. During this time, I had to have it installed or spend hundreds more delaying tile setters, painters, etc. When the paint pen arrived, it didn't fix the problem and I explained to the company that it couldn't be easily removed at that point. I asked for a $500 refund to compensate, which would have been about a 28% discount from the purchase price. However, they refused and instead offered to send an entire new unit. I explained that this would be much more costly for them and I would have to have the Italian marble tile reset to accommodate the pull-out and reinstall. Despite my concerns, they sent the new unit anyway. When the shipper called to inform me they were close, I told them they would have to get the original unit out from upstairs as I had already explained to Build.com customer service. Unfortunately, I haven't heard from them since and it's been over 2 months.

The other item I purchased was a 60 inch two-sink vanity, which arrived with one drawer damaged and the hinges broken on another drawer. When I called the company to request replacements, they told me they "do do that." I was shocked and disappointed that they didn't offer any other options.

Overall, I was extremely disappointed with Build.com. Not only were their products sketchy and of extremely poor quality, but their customer service was atrocious. The $2350 I spent on vanities with the company turned out to be a waste of money. I certainly don't have the money to just say "oh well" and move on. With so many companies to choose from, I highly recommend that you avoid Build.com for anything.

I recently embarked on a massive home renovation project in March and decided to order two pricey mirrors from Build.com. After placing my order, I received a confirmation email right away, which was reassuring. However, the next day, I received an email stating that my shipment would be delayed until April 4th. I wasn't too happy about this, but I decided to wait it out.

On March 7th, I noticed that my credit card had been charged for the mirrors, which was odd since they hadn't even shipped yet. I thought maybe it was just a mistake, but I didn't want to take any chances. Fast forward to April 5th, and I received yet another email stating that my mirrors would not ship until May 10th. At this point, I was starting to get frustrated.

On May 8th, I checked my account online, and to my surprise, it stated that I had zero orders. I immediately called the company, and the operator told me that she could see my order. I explained everything that had happened so far, and she offered to call the manufacturer to make sure that they would be coming in when stated. She came back on the line and told me that Build.com was getting a shipment of 75 of these mirrors on May 19th.

After hanging up, I went to the Build.com site and wrote a review similar to what I have here. However, my review was rejected. They claimed that they only accept reviews of products, not the process, and pointed me to their terms and conditions. I read through their terms and conditions, and there was nothing about not being able to review the process. I would have loved to review the products I had already paid for, but I couldn't because I had never received them.

Fast forward to May 12th, and at 11:00 p.m., I received yet another email stating that my mirrors would now be delayed until June 13th. At this point, I had had enough. Tomorrow, I plan to call and cancel my order. However, I'm already dreading it because from what I've read in these reviews just now, they are not as quick to give your money back as they are to take it.

My advice to anyone considering ordering from Build.com would be to steer clear of this company. Based on my experience, there are many others with much better, more reliable service. Contrary to their "review police," people like me value the "process" as much as the product.

I recently made a purchase on Build.com for a Gatco Latitude 2 mirror on August 24th. According to the website, the item was shipped on August 27th with UPS. However, when I checked the tracking number a few days later, it stated that UPS was waiting for the package. I contacted Build.com and they told me to wait for two more days. Unfortunately, after two more days, there was still no change in the tracking information. I contacted Build.com again and they blamed Gatco, the vendor who supposedly shipped the mirror. However, nowhere in any of their listings did it say that the item would ship from the vendor.

I decided to call UPS directly to get more information. They told me that they had not yet received the package and that I should contact the seller for more information. I contacted Build.com again and told them what UPS had said. They told me that the vendor had stated that items often miss scans with UPS and that I should wait for five business days. I waited for five business days, which was actually 11 days from the purchase date, but there was still no change in the tracking information.

I contacted Build.com again and they told me that they were working with the vendor. They gave me two options: cancel the order for a full refund or give it more time with a partial refund. I reluctantly agreed to give it more time with a partial refund. Another week passed, but there was still no change in the tracking information and I had not heard from Build.com. I contacted them for an update and they informed me that Gatco had stated that a new order would need to be generated, but the mirror was out of stock and they did not know when it would be available.

At this point, I demanded an immediate and full refund. Build.com apologized for Gatco, but never for themselves for the issue. They told me that it would take 3-5 business days for the refund to be processed. Out of curiosity, I checked Build.com's listing on eBay and it stated that they had 10 mirrors in stock. I also checked their website, build.com, and it stated that they had 15 mirrors in stock. This made me question the credibility of the business.

Overall, my experience with Build.com was not a positive one. They provided hit or miss service with total disregard for customer satisfaction. They never took ownership of the issue and always found a way to pass the blame onto someone else. I would not recommend this business to anyone looking for reliable and trustworthy service.

I wish I had taken the time to read the negative reviews before placing my order on Build.com. It would have saved me a lot of time and frustration. These guys are nothing but a middleman, and they don't even have facilities to carry in-stock items. At best, they offer drop shipping services. So, buyer beware!

I ordered a SAMSUNG 36-inch gas cooktop NA36N7755, which was listed as an in-stock item. However, it took 12 days for it to be shipped to me. And when it finally arrived, it was shipped directly from SAMSUNG, not from Build.com. On Build.com's product advertisement page, it said that shipping was free. So, I was surprised when I received an invoice from L+R Carriers in the mail for $545 for the shipping service of my cooktop to my residential address. What the heck?

I called Build.com several times to inquire about the shipping charge, but all I got were excuses. They had no idea why SAMSUNG refused to ship my ordered product to me. And when I finally received my cooktop, I had to spend another 30 minutes on the phone with Build.com to confirm that my order form showed shipping as free. But they had no idea why this happened. And to make matters worse, Build.com refused to deal with the resolution of the issue. They told me to call SAMSUNG directly and blame them for the mistake.

So, I called SAMSUNG customer service and spent another hour on the phone with them. But they said they didn't have contracts with any carriers on delivery of their products to the customers. It should be Build.com's responsibility. Can you believe it?

I made a second call to Build.com and left a message for a rep named Andrew at #6144. But I never received a response. This is really incompetent and poor customer service. I would advise anyone to stay away from Build.com.

I gotta say, Build.com is a real piece of work. I mean, if I could give them zero stars, I would. It took them a whopping 4 months to get my toilet order right. And let me tell you, it was a real doozy of a situation. First, they sent me not one, but TWO toilet bowls. I mean, come on, how hard is it to know what a toilet is? It's a bowl and a water tank, right? But no, apparently that was too much for the guy packing my order to handle.

So, I sent one of the toilet bowls back and asked them to send me the tank. When the tank finally arrived, the components on the lid were broken. Great. But wait, it gets even better. Instead of just sending me a replacement lid, they sent me the whole tank again. Like, seriously? Did they think I needed two tanks or something?

But the fun didn't stop there. When the plumber finally came to install the toilet, we realized that the bowl didn't have all the mounting parts we needed. Fantastic. So, I called up Build.com and talked to this guy named Juan. Let me tell you, stay away from him. He has no idea what the hell he's doing. I asked him to send me the ENTIRE KIT of parts required to mount the toilet bowl, but what does he do? He sends me the parts I already had. And to top it off, it took him a whole 7 days to do it.

At this point, I was beyond frustrated. So, I told Build.com to just send me a brand new toilet so I could get EVERYTHING that a toilet comes with. And you know what? They actually did it. I put all the Frankenstein parts I had back into the boxes for a return, but then they told me it wouldn't be worth it to return the toilet parts. Like, what? I asked them what company they were going to contact to get this crap out of my house, and suddenly they changed their tune real quick.

All in all, it took me close to 4 months to get a toilet figured out. And while the toilet itself is nice, the people who work at Build.com need to quit what they're smokin'. I mean, I live in Colorado where it's legal and we can still do our jobs. This company is the worst I've ever dealt with. Total incompetent boobs.

I recently had an online shopping experience with Build.com and I must say, it was not a pleasant one. I was in dire need of a dehumidifier and decided to save a few bucks by ordering from them. They offered free shipping and claimed that the item would leave the warehouse in 2-4 days.

However, within hours of submitting my credit card information, my credit card company contacted me about strange charges. I have been using credit cards for over 20 years and have never been a victim of fraud until now. It was quite suspicious that my card was being used for multiple purchases from iTunes, just two hours after submitting my information to a company I had never done business with before. Thankfully, my credit card company was quick to act and cancelled the card.

To make matters worse, I checked the status of my order five days later and found out that it was scheduled to leave the warehouse in FOUR WEEKS, even though the website claimed it was IN STOCK and promised prompt shipping. Build.com did not even bother to email me about the delay. They had already charged my credit card for an item that would not ship for a month.

When I tried to cancel the order online, I found out that it was not possible and had to call customer service. After waiting on hold for 20 minutes, the representative reluctantly cancelled my order, but not before assuming that I wanted to order a different dehumidifier instead.

To add insult to injury, I received an email stating that it was NOT a confirmation of cancellation and that they needed to check with the warehouse to make sure the order could still be cancelled.

I am not one to write reviews, but this experience was so terrible that I had to share it. It takes a lot of incompetence to prompt me to take action. I would advise anyone considering purchasing from Build.com to think twice.

I ordered a kitchen hood insert in April. The company Build.com hired a shipping company called Pilot. Pilot delivered my package on April 7th. The driver drove his large heavy truck through my yard. He got stuck cause it had been raining for few days, and spun mud and grass all over the driveway. Made a complete mess of my yard. I called Build.com customer service to inform them so they could help me with the shipping company they hired. I was told by the customer service person that I would have to deal with Pilot that Build.com is not responsible. What a minute. I bought a product from Build.com and Build.com had to ship it to me and chose a company of their own and hired them to deliver their product to me. The delivery company is the responsibility of the company who hired them, I didn't hire them. Did Piolt represent Build.com the way Build.com would like to be represented? Must be cause nobody at Build.com has attempted to help me.

I diverter was installed and was not working properly, so installed and cleaned and reinstalled after several attempts and noticing the cartage was not opening properly an attempt to contact Build.com was made and meet with no resolve. A girl was no help and the supervisor was uncooperative with assisting in any way other than arguing over a $50-70 cartage. After explaining to him the problem it was clear that he did not understand and continued to argue a point saying the homeowner should call and he would help he fix it, So between the 40+ years between the plumber and I explain the issue it was clear to him that is was up to the homeowner now and needed a picture. This is beyond incomprehensible! I spent $3500 on one order. The homeowner dose not understand why this is such a problem and why you will not assist! We ended up ordering a new cartage and paying for it since your warranty is a lie. Someone need to train your supervisor on customer service and understand that not resolving this one issue will result in a minimum loss of around $30,000.00 per year from just one person that will never use Delta again if this is not resolved! I will leave my number Arran Scrivens [protected]

On 21 March 2021, I placed an order at Build.com for a Kohler Santa Rosa toilet. My credit card was charged right away for the price of the toilet which was approximately $300. A week later the shipping company delivered several boxes from Build.com to my house. A few days later my contractors who were working on our bathroom renovation indicated that incorrect item was delivered: instead of one Kohler toilet two Toto toilets were delivered to me. The packaging slip that was attached to the boxes indicated my name and order details for Kohler toilet. I immediately reached out to the Build.com customer service. After approximately 40 minutes of wait time I was connected to the representative who assisted me with the return or the items which were sent to me by mistake by Build.com. A week later the shipping company came to pick up the boxes (which were unopened since original delivery), however, they were not able to pick up the boxes since they were missing a pallet on which the boxes were originally delivered. This was due to the fact that my contractors discarded the pallet together with some of the construction debris in. I called the customer service again. After an hour wait I spoke with the representative who indicated that they can't pick up my order without a pallet (even though all the packages are unopened and in the same condition as they were delivered to me). I was suggested to go to Home Depot and seek for a new pallet there. Since I don't have a car which can fit a pallet into, I sent another e-mail to Build.com requesting to resolve this situation since it was obviously not my fault that Build.com messed up my order (my order was never delivered and I was stuck with two toilets I never ordered). Shortly after I received a call from Build.com and the representative indicated that they will arrange the pick up of the boxes by UPS (who do not require the pallet). She also indicated that I will get my money back shortly after the items are picked up. The next day the UPS guy came by and was able to pick up only two boxes (one toilet) since Build.com provided him with only two labels (while I specifically indicated that there are 2 toilets in 4 boxes). After correspondence with the customer service again I was assured that they will send additional two labels. The next day the same UPS guy came with ONE LABEL for 0.5lbs package (!) and obviously did not pick up the second toilet since there are two boxes and their weight is definitely more than 0.5lbs. I sent another e-mail to the customer service but they responded that I need to "call in and ask to speak with a manager". After my request to provide the direct phone number of the manager or ask him/her to call me (I don't have time to spend additional hour waiting on the line and explaining the entire story from the beginning) there was a radio silence - Build.com customer decided to stop responding on my e-mails.
As a summary, I have never received my original order but was charged for it. It's almost 3 months that I am dealing with Build.com and trying to get my money back for the order that I have never received. They suggested that I talk to the manger and stopped responding to my e-mails…

I didn't go further than dealing with their glitchy and buggy website.
I just think that if your website "face" works bad, then your company is not special. And it's a correct statement.
I wanted to place an order and found one item at a very good price. The price looked very suspicious as it was very low. I called their given phone number and asked whether the price was correct or not. They confirmed that it was. And I put it in the cart. On the last step of ordering, I noticed that the price was doubled. And then I understood that it was its real price and I was cheated.
I would also like to give a zero rating to their customer service that has no idea about their own products and prices.

I have ordered a bathroom faucet from www.build.com and received the wrong one. And it was way cheaper that the one I paid for.
I wanted to exchange it and the right one, so I emailed customer service and even sent them photos. Days passed and there was not reply, so I went to their website and found a phone number. I called so many times but they never picked up. I really need them to contact me as soon as possible! I want to get the right product or a refund!