Build.comReviews 667

I should have read the reviews first. Same kind of problems.
My order was not shipped out until 6 days after ordered, even though it was a guaranteed 2 day delivery.
Build.com is paralyzed, and cannot intervene in a placed order, even if it is grossly late. They have no capacity to refund an order until their vendors cooperate. True middlemen.
6 calls later, and no refund yet.
This call center model, ordering from other vendors, will frustrate any buyer. Stay away.

Even after paying next day priority shipping their packages arrived after 10 days. I called to file a complain and the manager excused the rep for not responding to my msgs and blamed fed ex for printing the delivery labels with the incorrect address. The following day i placed a second order and since my info was already in their system i asked the rep to read me the delivery address. He verified that my address was entered incorrect on their system. They originated the delivery problem and blamed Fed ex who did nothing wrong. Also, I contacted the rep who placed the original order, left voice mails, sent emails requesting help to research where my items were and he never called back. When i placed the second order with priority next day shipping i also ordered the same items from amazon. build.com packages were delivered 3 days later and it cost me 100 dollars for the delivery. Amazon priority next day package was delivered next day and it was free. I will never buy anything from build.com again. Their unreliable service caused me to be late on the delivery of my project.

First an item was sent broken in several pieces. Next the wrong item was sent, which delayed a renovation and caused us to have to pay a subcontractor for their time. Customer service representative could not have cared less about the inconvenience--very flippant and unapologetic. Virtually all Build.com items can be found elsewhere, so we will now look elsewhere for everything else we need for our reno, and I recommend others do the same.

My first and my last time ordering from this company. I called about an hour to cancel and they told me it was too late. When I received my item I called for a return and they sent me two separate return numbers and told me to send them back the way I received, which was two separate orders. Checked my tracking numbers and both were delivered to days later. Checked a week later for my refund it was not available.
Called them about the issue and they told me that I need to call them with the tracking number. Never in my life have I had to do that. Long story short called over three times about the same issue. Everyone I speak to has a different story for me. Someone in email blamed me for this and said if I would have sent them back in one box like they told me to send this wouldn't have happened. This isn't true they never told me to do that. They Long story short called over three times about the same issue. Everyone I speak to has a different story for me. Someone in email blamed me for this and said if I would have sent them back in one box like they told me to send this wouldn't have happened. This isn't true they never told me to do that. They Have yet to ever apologize for the inconvenience and 2 weeks later I still don't have my money. Everyone who works there is incompetent and I will never ever ever shop there again. They are some nasty $#*! people

I purchased a sink from build. There is a large selection and from a phone it's a bit more challenging when deciding. As I scrolled through a variety of choices and sizes I inadvertantly chose one too large but only noticed after I had completed my order. I realized my mistake and called within 20 minutes of the purchase and asked the operator to cancel. I was told that it was most likely too late at that point and would have to return it after it arrived in which I would have to pay for the return shipping. I went through the process of sending it back and a week later... no refund was issued. I had to call in which they at that point issued the refund. Dont assume that once you send back a product that they will automatically refund your money and they still might not and just put a credit on your account so that you have to spend it with build.com

I would not recommend Build.com to anyone. After ordering $3,500 in parts for two bathroom remodels which both toilets and one sink arrived destroyed in pieces with both bases broken on the toilets, Build.com said that they don't haul away broken items delivered. Apparently, I am supposed to count myself as lucky that they delivered replacements for the items I ordered and paid for. They told me that they feel I am responsible for the shipping company that they picked and did not give me an option on picking my own shipping company. They have refused to pick up the two broken toilets and sink that arrived in a hundred pieces and feel I should pay to have them disposed.
I have been in business for 20 years and have a Master's Degree in business and have never been told that because of Build.com's damaged goods, I, as the customer, must pay with dollars and time to get rid of the broken items they shipped me. Where I live in Massachusetts it is over an hour drive each way to the closest dump and it will cost me over $100 for them to take plus my time and gas money. But that apparently is not a concern of Build.com. Also except for replacing the destroyed items, they have not returned my phone call or email in three weeks.
So if you don't care about customer service, your time or your money then you should shop with them. Otherwise I would go anywhere but with Build.com. My order number was ******* just so you know this is a real, very unhappy customer.

I purchased a fan that was advertised with free shipping. When I was presented the choice of shipping there was no indication of cost. I later realized ( hour after purchasing) that for my $119 fan I was charged $116 for two - three day shipping. I immediately tried to cancel the purchase online using "cancel purchase l" link on site and it wouldn't allow me to. I also tried calling and they are not available outside of 9-5 business hours so my only recourse was to email as they suggest on phone recording and site. I made sure to put my " cancel order" and order number in subject line and text. When I called the next day they informed me that it was too late despite the email which it appeared they ignored. I ate the shipping cost and told them I would return the fan as ethically I did not want to do business w a company with such poor customer service. The rep was rude and sarcastic, blaming me several times for making a mistake. The only mistake I made was shopping for the first and last time w build.com!

I have spent over $40k with Build.com for appliances and fixtures for my kitchen and bathrooms. My last purchase was this September. I purchased an LG washer and dryer, about $3800. 00 They were delivered on the 19th of September and the delivery driver placed them in my garage, boxes were shrink wrapped. My contractor was going to install the washer & dryer 3 weeks later when he noticed that the housing on both machines were severely damaged. I contacted Build.com and they basically told me tough, "you only had 48 hours after delivery to report any damage". I contacted LG but they told me that I bought the appliances through Build.com not directly from LG. I will never buy anything from Build.com. Build.com is all about sales, not customer relations! BEWARE!

I needed an entire home quoted and fulfilled.(solid $50k order) I got a decent quote from Cory and when I was ready to order, I reached out to Build.com to fulfill my order. Cory was on his TWO week vacation for the 2nd time that year, so his assistant Ariel filled in or him. I waited 11 days for my "quote to get reloaded" as it expires pretty fast after you get a quote from Build. When I received my quote, the prices were insanely higher than my previous quote. (thousands) I proceeded to order from another retailer as Build.com wasted enough of my time already. (excellent customer service at new retailer, matched price AND did not charge sales tax like Build does, WIN!) When Cory returned to work 1/2 month later, he sent me an unprofessional e-mail since I did not order from him. ONE: If you take a TWO week vacation, the rest of the world does not sit around and wait for you to play pricing games. This is construction, not kindergarten. TWO: Return policy is HORRIBLE. You better be certain about what you order. Be prepared that returns are nearly impossible. I placed one small order and needed to return 1 bath towel rod. Never got it done after numerous phone calls. BUYER BEWARE! I WOULD ESP NOT RECOMMEND CORY AS HE IS A REGULAR FOR HIS 2 WEEK VACATIONS & sends immature e-mails when he loses business during his frequent 1/2 a month vacations. ZERO STARS IF IT WAS AN OPTION. THREE: These reviews say it all. I should not have wasted my time! Plenty other retailers online with speedy service!

I have restored a 1930's American bungalow; each light fixture came from Build.com.

I even had my own ongoing sales rep each for each order.

Because this cottage is on the water I used reproductions of Nantucket styled fixtures and classic pendants.

In all I ordered 11 fixtures and was enormously pleased... each time I met the quota for free shipping.

A hassle free and satisfying experience... for the acquisition of stylish fixtures.

Thank you, Build.com

Below please see the fixtures I ordered.

Five stars!

Purchased bathroom fixtures for time-sensitive home improvement project, based on low price. The items were delivered late and not within the promised time frame.

Requested a return. Now have to pay $150 shipping fee?

Waited all day for their shipping company to pick up the items, but they never showed up.

Now they want a 20% stocking fee on top of the $150 shipping fee -- because of their mistake? How is this company still in business with their shady practices?

Customer service is awful too. Do yourself a favor and stay away from this company!

"Build.com - SIMPLY THE WORST"

I live in a rural area and do most shopping on lineI have purchased beautiful Kohler medicine cabinets and various other pricey items from Build.com. I never had a problem so I was unaware they don't know thing one about customer service. I bought a Panasonic FV-11VHL2 bathroom heater/fan/light on June 11,2019, professionally installed June 26. It was so difficult to install that the cost was $195. The fan/heater combination never sounded right and it was so noisy it scared the puppy away, but it sort of worked and we lived with it. Finally the heater didn't seem to be working at all so we called the electrician and he said it was dead. I called Builder.com, Mikayla - who informed me it was not their problem. It was past their three months. It took two hours waiting with the phone on speaker to find that out. Then I called Panasonic - same phone waiting. I had to climb on a ladder and search tiny print on the unit to find the serial number to add to the model number which is on the bill of sale - just to prove for sure that I am for real! When they get all that Panasonic might send me a new heater part. The product is horrible, the installation is worse, the manufacturer is still worse and the company who has always been happy to take my money is at the bottom of the pile. Do not buy ANYTHING from them because if it doesn't work, you are probably sol. And for sure don't buy Panasonic. My electrician told me he would get me any one of the other top brands. If I had listened, I would not have any of these problems. It would have been easily returned and replaced.
AND this site will not accept the photo of my proof of purchase. Imagine that!