Build.comReviews 667

I worked with their sales folks for a very big order on a large construction process. They were wonderful to work with and the prices were fair. But I soon learned that they had been dishonest with me about the terms of returns. I escalated to this to the president's office and they used all the corporate jargon you could image to avoid blame and refused to honor what they had told me. Life's too short to deal with people like this, even if the price is good.

Ordered Gatco Latitude 2 mirror on 8/24. Item supposedly shipped 8/27 with UPS. Checked tracking number couple of days later and states UPS waiting for package. Contacted Build.com and their response was to give it 2 more days. Waited 2 more days, no change. Contacted Build.com and they now blame Gatco, whom they say mirror ships from (although nowhere in any of their listings does it say ships from vendor). I called UPS directly and they told me that they have not yet received package and to contact seller for more information. I again contacted Build.com and told them what UPS stated and Build.com told me vendor stated to give it 5 business days because items often miss scans with UPS. Waited 5 business days, actually 11 days from purchase, and still no change. Contacted Build.com again, they state that they are working with Vendor and I can either cancel order for 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 passes, no change or contact from Build.com. I contacted Build.com for update and they now inform me that Gatco states that a new order will need to be generated, however, mirror is out of stock and no window as to when will be available. I demanded immediate and full refund. They apologized for Gatco, but never for themselves for issue and told me 3-5 business days for refund. Just for curiosity, I checked Build.com listing on eBay and it states "they" have 10 in stock! I also checked their web page, build.com, and it states "they" have 15 in stock. This is not a reputable business and at best provides hit or miss service with total disregard for customer satisfaction and they never take owness of issue but rather find way to pass blame!

Build.com made it so easy to plan for my bathroom renovation project. It is great to be able to find and compare such a variety of materials, create a project file, and create an account. It was easy to share my file with my tile designer and my contractor and project manager. When it came to delivery, I was stunned on the day of delivery to see that my address had been typed incorrect in my file-- a quick call to Build.com and everything was corrected and good to go. Their account representatives and customer service are always very helpful.

I ordered several high-end shower trims for Grohe valves from build.com. All items were received, but one of the trims kits was from a previously opened package and was missing one part - and another part (a valve stem) was clearly not the right part (differed from the other identical trim kit I had purchased).

I called, had return approved... but no return shipping label after MORE than one week!

I called again, return was reauthorized... but again no shipping label.

I am not confident at this point that they will credit my return... but will instead charge me ($413!) for a defective part I cannot use!

I like the products and the convenience of build.com. Customer service was polite. But - if I do not get a return shipping label, how can I solve this problem.

Waiting...

I am not happy that I had purchased a faucet and wanted to return it (still in the box and in perfect condition - actually never opened). I had contractors take longer than expected at the job site so the faucet was never installed. I actually purchased many products from Build.com (thousands of dollars), and all I was requesting was either a refund or credit to be used at a later date on this $139 item (normal practices for Home Depot and Amazon). Customer Service referred me to the office of the president, where a gentleman wasted my time justifying and explaining why they had a return policy in place and that it was consistent with other competitors. Since my return was over 60 days (which in construction is not a long time, in my humble opinion) they did not even offer me an alternative for the $139.00 item. In other words, on thousands of dollars spent, Build.com would not even work with its customer on a $139 return. Shameful!

Beware of their return policy before purchasing items... specially if you are buying for a large project where project timelines change. They will not work with you at all and will not even offer you an alternative. I wish I would have read the other sitejabber reviews before dealing with Build.com, because you will notice that others complained about the same thing.

I ordered three identical sinks to use in my small day spa as foot baths. One sink came smashed to pieces (am I mean smashed). We contacted Build.com and took lots of pictures and sent them in and Build.com was great at getting a replacement sink out to us right away. When the replacement sink came in, though it was from the same manufacturer and same model number, etc., the thickness of the "walls" of the sink were significantly thinner than the two sinks we already purchased and had installed (about 40% thinner). Because our construction was running behind, when this replacement sink came in, our contractor took it and installed it right away and, of course, the box and packaging was thrown away. When I came in the next day to the spa, I noticed right away that the replacement sink was not the same as the others. I called Build.com, but after 10 minutes on the phone went to the website to send in information about the replacement sink not being the same. I wrote a lengthy, descriptive email, I took lots of photos on my phone, downloaded each one to my laptop, uploaded all these photos to the email, etc. I got a reply and went back and forth via email regarding my issue, but was essentially told that I was out of luck and to contact the manufacturer since I had already installed the sink. I found this response to be completely unsatisfactory as Build.com is the customer of the manufacturer, not me. Build.com should be upset that the manufacturer is sending them sinks that do not look identical. The entire experience was so frustrating and time consuming for me. Does Build.com think I am spending all this time and aggravation just to try to get a free sink? Come on. We're in the process now of building a second spa and a restaurant, and I will not be using Build.com again the future. There are far better vendors/suppliers with terrific customer service. In addition to my spa and restaurant business, I am a full time professor in a business school and this experience I had with Build.com will be used for years as an example in my courses as to how NOT to treat a customer.

I purchased a faucet from Build.com. The item received was a light bulb. Upon calling Build.com, they stated that they shipped the wrong part and a replacement part would be sent.

Build.com notified me that I needed to return the light bulb when the faucet was received, but no return label was provided to me. A few weeks later, Build.com contacted me telling me that the light bulb was not returned and they were going to charge me Twice for the faucet since I didn't return the light bulb.

I responded to Build.com letting them know that if they provided a return label then I would send the light bulb back. I'm not going to pay for shipping again because they sent the wrong item. The response from customer service via email was "I have to know I am not in the office, please call in to get this taking care of period thank you." So I guess when Build.com makes mistakes, it's really the customers job to fix them.

I purchased a faucet from them and quickly noticed it is a Special Order item and i called in for cancellation. 1st Customer service told me she cant cancel it and need to contact Moen to cancel, and i will get my refund in 10 DAYS!!!. I am now out of $500 and need to wait 10 days for my refund. Cancellation takes usually takes 24h max. After 24 hours i called in again and another CS girl answered and cancelled the ENTIRE ORDER rather then just the faucet.
Called in 3rd time, now i have waited on the line for over 2+ hours combined just to cancel this freaking faucet. The supervisor told me he cant do anything due to its friday and will get back to me on Monday. He mentioned it will not take 10 days but just a couple of days. HMM, how is the math here???? purchased on 3rd, called in on 5th and i have to wait couple of days to get the money back so i can purchase it from another vendor. Adding up the days we are looking at 9 days total for an item cancellation.

After ordering 2 California Faucet products six months ago and realized I ordered the wrong product when I went to have it installed is where Build.com exceeded my expectations.

1) Impressive Technology: by the capture of my phone number they knew everything about me, my last order, where the product was shipped etc. zero questions were asked to ID me.

2) Impressive human customer service: "Robert" while on the phone set up a return authorization for the wrong product I ordered and immediately ordering the correct product. When I explain the urgency of getting the correct product he took it upon himself to call the manufacturer and reduce the 7-10 day lead time to overnight!

The correct product arrived perfectly and is being installed!

It's great when you see technology and people work together for a better outcome!

Lou

Least Reliable - Do Not Expect Customer Service as "It" does not exist in this company - Build.com rep's can be nice on the phone to get your order and money - Once they have your order, you are on your own - Be prepared for Indefinite Delays and that it is and will be up to you/customer to figure out the rest.

I was able to track and receive my shipment after a huge delay which cost me endure additional expenses... this happened, only after I made numerous calls to the shipping company "Estes", with the last call to their Virginia headquarters to track and find my door which was sitting less than 90 miles away from me in a warehouse, because of alleged missing label.
Build.com during the wait and research period, Neither returned my calls nor replied to my numerous emails requesting, assistance in tracking and expediting shipping. Very Disappointing.

Awful, Awful, Awful! My order was placed on hold forever! They wanted me to take a picture of a piece of mail and email them to verify my address. Then it was placed on hold to verify my billing address. I called them twice to take care of all of this and they still wouldn't release my order. It was a mirror. I kept asking for a confirmation number. They wouldn't give it to me. They received the funds out of my checking account but wouldn't send me my order! I ended up cancelling the order. Don't make a purchase here! I'm sticking to amazon or Wayfair. VERY DISAPPOINTED!