Build.com Reviews 454

I had an incredibly frustrating experience with Build.com. I purchased a bathroom vanity for almost $2000, and while the box it came in looked perfect, the stone countertop was actually fractured. When I contacted Build.com about the issue, they first told me that I had missed the window for inspection, even though I was within their 90-day return policy. They then suggested I contact the manufacturer, but they no longer produced that model. When I went back to Build.com, they offered a measly 15% back as a store credit, which was far less than what it would cost to replace the stone top.

Despite trying to reason with their customer service team, they completely ignored my emails. It was a terrible experience and I regret not doing a chargeback on my credit card. I would not recommend using Build.com based on my experience.

O stars really. Scam! They said they delivered suitcases to a mailbox at the end of a driveway. Ridiculous! They had me go to the post office to track. I found out it was a scam because they had no house address for me and kept saying they delivered!
Scam! Do not order!

I've ordered twice from Build.com and both times the product arrived damaged. And both times their customer service sucked. The first time, they pawned me off to the actual product manufacturer. The second time, they said they would send me a replacement and then never did. If it allowed me to, I wouldn't give Build.com any stars!

Ordered 3 faucets in a color that does not match the industry description only to experience over 30 dollars in return fees for their punitive return policy, which is expertly embedded during the ordering process. Prominent companies like HD and Lowes value the recurrent customer and would not deal this way. I will never do business with build.com again. Beware

Looking at sinks and suddenly I am blocked and told to prove I am a human. I am a human and will shop at Home Depot

Special ordered a Koehler sink 7/22. Ferguson charged credit card, then sink never shipped. Contacted them 8-10 times: always said didn't know when it would ship. After escalating and getting angry, sink turned up 3/23 with a 7/15/22 ship date from Koehler. Ferguson lost it in their own warehouse and couldn't be bothered to find it until we got really demanding. Never again.

We ordered mirrors for a home we are building. We didn't open them until we were ready for installation, which happened to be 33 days after we received them. Two large mirrors that were $200 each were in one large box together with nothing to keep them stationary inside the box and both mirrors were broken. Because the order was over 36 days old and the return policy is 30 days, they would not less us return and did not even offer any sort of discount on additional purchases. Not to mention, we had only had the merchandise for 33 days.

I found the exact hardware online that I saw in a local store (exact model etc). Ordered multiple styles in different quantities for a kitchen remodel. Build.com has been extremely difficult to work with. They shipped 23 pulls that were here locally to their main warehouse OUT of state and said they were delivered to my house. I was charged for them. Cannot obtain a refund. Another order, they would never send me the return label. I’ve reached out multiple times (phone, email and chat). Eventually the order is showing as refunded, but it has never been credited to my credit card. Horribly organized. Not customer oriented. Very disappointed. I was told by someone on chat that some of my pulls were on back order until May. Kitchen is almost done. So they were going to cancel that order and I ordered a large amount of other ones to replace. Lies! I got the shipment and billed. Was only able to return a small portion. One piece, they wanted to charge me $6 more than I paid for it. I suggested during a chat with someone at Build.com (very nicely too) that they should consult with other companies such as Amazon that have good practices/systems in place. They said my chat was resolved and to have a good day.

Great prices and selection. The service is much better than the local big box stores. I've used them for many projects over the years. At times I've needed detailed advice when ordering door knobs or heat pump systems. I've found their employees' advice is excellent. The delivery has been fast and the products correct.

On September 8, I placed an order for a door lock and handle. Build.com charged me nearly $400 for that order. On December 19, I got an email saying they still don't have it in and promising an update within three business days. As of January 4, I have yet to receive any update from Build.com. They are just holding on to my money ($400) and you are unable to fulfill this order. I have asked them to cancel my order and refund my money, and I have received no response.

I will also note that I have tried on several occasions to use the chat function on their website, and after I am connected with an agent and describe the problem, the chat function magically says "No agents are available." You've gotta be kidding me. What kind of scam are these people running??

Do not recommend.

I had to have an $1100 commode shipped 3 times, because the first 2 were delivered damaged. ½ plywood used for shipping a heavy wood vanity, but only about ½ of styrofoam for a porcelain commode.

Now, this week, after waiting 12 weeks, I receive the matching sink top. It came damaged. Further, the internal box, a Kohler box, was damaged before it was packed into the shipping box. Build.com KNEW it was damaged before they shipped it.
NOW according to Build.com, I have to wait up to another 12 weeks for a replacement. That’s 6 months without my main bathroom because I wanted Kohler products.
After this is over, I will never use Build.com again
Rj

Really bad shipping dept you can tell they absolutely do not care about the products they send out thrown in a box no padding or anything damaged 3 times. They make HD and lowes look good that's how bad they are and customer service is also a extremely frustrating experience. It's quiet obvious that people don't like working there.

I am building a house. I have been told items were delivered, available in 2-4 weeks, etc. None of this is true. You can not count on what you are told.

I placed an order 08-04-2022 and languished for over 3 months only to be
canceled without my permission, no prior notice given nor reason today 11-10-2022.

I complained to Build.com supervisor who told me order was canceled back in September 2022. Build.com wants me to pay again to reorder while I wait 7 days for a refund.

I told them this is bad customer service nothing to do with supply chain issues since
6 door knobs are in stock.
I will wait for full refund before placing re order.

Don’t waste your money with this company. If there is an issue or problem they will not help at all. Their customer service people will just recite the return policy over and over until you give up. They won’t take defective items back once opened and send you to the manufacturer instead.

HONESTLY THIS IS THE WORST EXPERIENCE EVER I PURCHASED DOORS FOR MY HOME WHICH COST 602.00 EACH ALL THE DOORS CAME BROKEN. THEY SENT A REPLACEMENT AND THOSE WERE BROKEN THEY FINALLY CAME TO PICK THEM UP AFTER 60 DAYS OF IT TAKING UP ROOM IN MY GARAGE. NOW THEY BILLED ME FOR THE DOORS AGAIN AND STATED THEY NEVER GOT THE DOORS BACK. THIS IS JUST UNBELIEVABLE THEY ARE CROOKS BEWARE REPORTING THEM TO DA OFFICE TOTAL FRAUD

Awful experience ordering items that have 100 plus in stock but as soon as I order it’s now backordered and won’t deliver for 6 months. What a joke!

One of our items arrived broken and bent and the customer service department is just ghosting me. Terrible customer services. I spent a fortune here for 2 bathroom remodels and can’t get a response on a $200 item. Ridiculous. DO NOT USE THEM!!

Pathetic and useless. Order and delivery is non existent. Customer service just copies and paste useless emails. They took my money in day 1 but I still haven’t got my product. It’s lost and they won’t admit it or do anything about it send a replacement

I ordered a sliding shower door before I read the reviews and was a little skeptical until the door arrived in perfect condition and it looks great on our shower not disappointed at all.
Hopefully more people will have the experience we had.