Build.com Reviews 454

I ordered two Kohler Memoirs sinks, which came with a Memoirs toilet. I ordered in December of 2019 for a new build. As my new home was delayed, I did not open and catch the bait and switch to a cheaper Mansfield toilet.
I left voice msgs, chat msgs and emails all of which were unanswered until the warranty period expired. Then I was told to buy a new toilet to replace the bait and switch item.

I'd like to give 0 stars. Build.com is not reputable.

Honestly the worst customer service I have ever dealt with. Got an email that something in my order was out of stock. Tried to call but waited on hold forever before giving up. Ended up trying the chat function on the web site but that took about 30 minutes. I finally got thru and cancelled the part of the order that was delayed. When the order showed up it included the part of the order i cancelled but ordered from someone else. I returned it to a local ferguson center over a week ago and still hablve not be reimbursed. The returned order was worth about $150 and to be honest it just isnt worth the money for me to spend god knows how much time to try to get it back.

I received a vanity light set and one of the glass globes was broken and Ferguson quickly replaced the broken globe. Upon installation I accidentally broke the replacement globe🤦 (you have to be really careful with them upon installation/don't tighten collar down too hard). They were so understanding and sent me a whole replacement at no charge!!!

They use sub contractors to ship and deliver it. I waited 13 hours for my stove to be delivered and it never came. Called the company and they said the paperwork from the driver said...skipped...closed...
Next day they said would receive between 1-2 pm...nope.
Called again and the guy said that the person lied to me when they said 1-2 pm. He said it would be here by 3 pm..nope..finally at 4 pm I received it.
No accountability anymore. Just a lot of smoke blown to get you off the phone.

Doesn't deserve a full star just horrible customer service. Trying to get a refund from a return forget it. Part of their business plan to hold on to your money. This has happened to me twice and the only reason I shopped there again was they were the only ones to have stock.
Stay away, never again!

I had bought a faucet from faucet.com (a build.com company) and of course the aerator was broken. It's a little plastic part that costs $1.78 and rather than returning the entire faucet I simply ordered a new aerator. Yes they then charged me $10.98 for shipping a small, half ounce piece of plastic but had to get house ready for an open house.

The issue is they estimated delivery at max of 3 days; however, once I ordered and paid, I get a notice saying it was now going to take over 7 days to ship. Really - 8 hours after ordering shipping time jumps by over 130%? First the faulty faucet and then bait and switch on a part to make sure I order from them vs Amazon or Home Depot. And then I try to contact customer service to cancel order - 25 minutes on hold until I gave up (my time is not free). Guess I know why their customer service line is overwhelmed with business practices like this. Never again.

All of us can't be wrong. Beware of this company, Buildcom. I received a shower glass door with parts missing and they want to charge me $150 to return the product. If you see this name everywhere, Amazon, Walmart, etc.; DO NOT PAY!!!

Build.com is absolutely the worst. Do not waste your time or money with these people.
For me to type here of how terrible my experience with Build.com was would take hours and be so long most people would never read through al of it.
So to keep it simple. I would highly recommend if your are thinking of ordering for you remodel or what ever you might be working on, STAY FAR AWAY FROM BUILD.COM. Unless you enjoy headaches and aggravation, in which case you will love their services.

I bought two $600 toilets from them they delivered and one was broken they said for me to get raid of it I paid $10 to the dump. Then they send a second toilet and that was broken as will I have been waiting for three weeks for the company to make this right. When a company makes you feel like they are doing you a favor for buying from them you don’t want to buy from them. Stay away from this company they suck bad.

Spoke with a sales person regarding hardware needed by a specific date, and was told it was in stock, and would arrive as required. Later, when the order was late, I learned the hardware had not been available, there was never any chance it could have arrived on time, even though I was told it would. I will never buy from these people again. Sales and support at build.com were useless in resolving this.

This company is deceitful and a scammer! I order a vanity (very large). It arrived damaged. Customer service organized a third party freight company to pick up, and ordered a replacement. Replacement was damaged. Same thing - third party pickup, replacement ordered. Third one arrived - damaged. I was told to dispose of it as I saw fit (not easy when it weighs 500 lbs). I have been charged twice for the vanity, because "I didn't return it within the window of 30 days". What??? I have the bill of ladings for both, and it was returned with two weeks of arrival!! I can't get anyone to answer on the customer service line and no one will respond from emails sent to customer service and logistics. I have sent messages via Instagram and Twitter. NOTHING, Nada! I am owed $$$$!!! How shameful that this is how a business operates. Disgusting. Please do not spend any money with this company.

I purchased a $2200.00 smaller Jacuzzi tub from them. This is on the higher side of price for 60X32 tub (the size of a traditional tub). It came with cosmetic damage (from shipping?) right in the front of it, where it can be easily seen. It has 2 gouges under the access panel. I contacted them and they said they "will take care of it". I had to install it because my contractor needed to continue to work to get the bathroom completed, so he could move on, so with their word, I figured they would refund me an acceptable amount and so I had him install it. Their way of "taking care of it" is giving me $100.00 (MAX) refund. I'd like to see anyone get a Jacuzzi repair man or professional to come out to a home and repair it for $100.00! What a JOKE!!!

I bought 4 of the same mirror stands that were advertised as new.

But one of them was used! (The packaging was different, the base was scratched, and a screw was different, making it impossible to put the product together.)

What a scam!

ordered a dishwasher dec 1 2020. told 8-10 weeks. now 18 weeks and they are still just estimating delivery in 22 weeks. Who knows if they will lie again then. Dont do business with this company. You will regret it.

Unbelievably poor customer service - wait times routinely >1 hour for chat or phone support. NO communication on cancelled orders (the agent said it was cancelled as I was looking at the status realtime on the website which said it was preparing to ship). Incorrect status shown on the website (said "Delivered" when agent confirmed it was backordered). Really, really horrible.

In the past I've purchased a LOT of items for home remodels. Recently, I tried to get pricing for a large group of items. I could not get a reply by phone nor by email for over a month. When I finally did get a reply, the sales person notified me that the best they could do was "possibly" match prices I was able to find elsewhere, but they couldn't even touch prices I'd found at Home Depot or Amazon. Ever since Ferguson Plumbing purchased them, they are nowhere near the same company they were.

If I could give zero stars I would. I bought a medicine cabinet for $ 207. It turned out that it’s the wrong size. I initiated a return request 2 weeks later and they’re charging me 150$ for shipping costs!!!! I’m like I’ll pay for shipping you don’t have to, but the fee is still the same.

The item was in great condition and wrapped well when I received it but what kind of business model is this where they make it impossible for you to return??? Stay away.

Wouldn't cancel an order 5 minutes after it was placed. I accidentally ordered a water heater that was natural gas instead of propane. Don't buy from these crooks.

Ordered a solid oak toilet seat, picture shows solid wood, not veneer or finger jointed. Seat arrived all finger jointed, and does not look like oak. I have been in construction for years and I know my woods. I don't have the time to hassle with Build and from the reviews it appears that they don't refund money. Won't ever buy from again

I ordered a toilet and installation kit on a Monday. Then I read the reviews and was like "what did I just do, I'm headed for a nightmare". Company said kit would be here Saturday and toilet 7 to 10 business days. On Thursday I got a call from delivery company saying toilet was ready to be dropped off. Saturday the kit came. All the way from Virginia to Wisconsin in 4 days. Home Depot only 1 mile from me wanted 100 dollars more then Build It. I am quite pleased all the way around.