Build.comReviews 667

Ordered specialty hardware - door knobs and locks with split finishes. Worked with a rep using the online chat feature. He assured me that once I placed the order he would go in and make the changes so I would get what I needed. The order came and it was wrong. I called customer service and, of course, the apologized. They did send me an email with return instructions and a return label. That is where it stopped. I was told that someone would check with the manufacturer to make sure they can do the split finish (really?) and call me back. Crickets. I just called them after three days of no call or email and cancelled my order. Their loss... we are building a house and need all kinds of stuff. Don't waste your time. The money you may save will be quickly eaten up with your time having to chase your order.

I purchased a Kohler bathtub along with its overflow bath drain. Delivery was set for a specified date and time range. Driver of freight delivery called in 2 hours EARLIER than the arranged time appointment and never came back to make the delivery. I waited all day expecting another attempt for freight to be delivered on the time slot promised. I was on the phone all day with representatives from both Build.com and from their freight delivery partner, A. Duie Pyle, trying to find out the delivery status only to be told AT THE END OF THE DAY that a delivery needs to be rescheduled. I made several complaints including one to the Office of the President at Build.com that proudly claims in their website,"My employees are empowered to handle anything to ensure every customer's satisfaction. This is a supposed quote from the former president, Mr. Friedland, that is now a borrowed "copy and paste" cheap quote for the current president, Mr. Wheeler.

On the rescheduled delivery, one of the packages came all destroyed (box all opened and squashed with pieces of the merchandise all over the loading truck-see picture). I sent another follow up email with picture to the Office of President only to be met with the same apologies and promises to bring this issue up to the appropriate parties. There seems to be a lack of value and acknowledgement of customers time. The absence of any kind of compensation offered for time lost and lack of service in delivering product and packaging in good shape clearly speak volumes to negligence and affront to customer service.

Ordered appliances... 5 weeks later when delivery was occuring I get a call that 3 out of the 4 appliances are no longer available, and that I would need to choose something else. I rejected the one appliance, and ordered 4 other (different finish). Had the contact double check that everything was in stock (this is how I made my selection), and 4 weeks later THE SAME THING HAPPENED... 3 out of the 4 are discontinued (no longer available). This is where the nightmare BEGINS. I was charged for ALL of the appliances, and only after numerous phone calls, and certified letters was I able to get credit for the charges. Still working with my credit card company to resolve the interest charges as Build.com continually told me, upon me threatening to challenge the charges with my credit card company, the credit has been completed... and it was not. Three times I was told this and it was not so. I will never deal with Build.com again.

Since there's no way to actually give a review of Build.com's services on the site itself I'll see if posting it here helps others. I'm giving a low review for Build.com because of the way my order and delivery was handled. Keep in mind, I was pleasantly surprised by how helpful my support representative was and they really did a great job in handling my overall return and refund in a timely manner (about 1-2 weeks).

The reason I had to cancel and return the order for a refund is because Build.com sent me the wrong item. I ordered this Frigidaire PTAC unit and they sent me an Electrolux Wine Cooler. Not only did they send me the wrong thing... but the delivery company they used, Estes Forwarding Worldwide, did a terrible job in the delivery process. There was no call or email notifying when the item would be delivered. The only way I could track the progress was through the Build.com website. And one day when I was wondering where the heck my unit was I checked Build.com tracking and it said it was "delivered".

Not only was the unit NOT delivered, but in working with my Build.com support representative it appeared that the company "Om Ram Shipping" that Estes Forwarding enlisted to do the local delivery had come a couple days before without notifying me in any way and when attempting to drop off the unit they could not as it required my signature. And yet the delivery person FORGED my signature on the POD documentation in their system which is why it was noted as delivered. Now, they still made the delivery a couple days later (they told my building on the original attempt that they would be coming back... but then why bother forging the signature?). But again they made the delivery without notifying me or calling me, and by the time my building could notify me that it had arrived the delivery person had already left. Which was really unfortunate as it was the wrong item and I could have rejected it right there upon inspection.

Again, I'm grateful that my support representative from Build.com was super helpful and really worked hard to get things in order for me. He setup a return process and this time a delivery company called Saia executed the pickup/return process. This was handled so much better and I did actually receive a call from them. Note to Build.com, please stop using Estes Forwarding, period. And stick to delivery companies like Saia.

Aside from the terrible delivery experience, the Build.com website was easy to use and the support rep was wonderful. But if you cannot reliably deliver the product then everything falls apart, which is unfortunate because I would have come back for future purchases.

Hope this review helps. I'm willing to give Build.com another chance in the future... but only after some time passes and I see a general improvement on their web presence when it comes to customer reviews on other websites.

I was in the process of remodeling my bathroom and once I came to the final selection of the products I wanted, Build.com had the best price by far! Beating out ALL the competitors not only on price but on estimated delivery dates. Once order every product met or exceeded the delivery date. I also love the tracking system they have. They send you an email and all you have to do in click on the tracking button and it automatically shows you where each product ordered is in transport.

Final cost came down $1,000 compared to the competitors and I received all items within a week. My order included: toilet, sink, T pipe, specialty shower head and fittings, and faucet.

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 ordered a door handle for my new front door. When the door and the installer arrived I had the installer put in the new door hardware-except that the deadbolt piece was missing. My installer put on the old hardware from the old door and made a plan to come back (at my expense) when the replacement piece came in.
The replacement piece came in missing... the handle, even though Build.com said they sent a new "set" and I was to send the old (incomplete) set back. I feel like Build.com has poor quality control and I was charged extra to have my installer come back. And now I'm getting charged for the piece I never got. Poor customer service.

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 ordered a Bronze soda dispenser to replace a broken on that matches all the kitchen hardware in our home. The dispenser cost $150 and was supposed to be delivered to me in 5 days. It originated in Virginia and was supposed to be shipped to Houston where I live. The package has been in over 10 cities including Houston twice. It was shipped to California after being in Houston for 2 days and has been there for over a week. It finally arrived in Houston again and now UPS has transferred it to the US Post Office and now the package cannot be tracked. Ive called Build.com twice and there suggestion was for me to purchase a second item and they will refund me 10 days after I return the original item assuming it ever shows up. DO NOT DO BUSINESS WITH THIS COMPANY! They are horrible to work with. They claim there number one priority is customer satisfaction which is not true.

I had ordered an item from Build.com, it arrived and was the wrong item for the job required (this was not error of build, but error of manufacturers identification number). So I attempted to refund it. The page to request a refund is supposed to email you return instructions. They didn't arrive. A week later, I requested again. Still nothing. Emailed customer service asking if I could please have return instructions and was told that they had been sent out and now it was too late to return for refund and must return for store credit.
AMAZED that it was the fault of the company and now I am on the hook.
I asked again for return instructions.
They again did not arrive.
I again asked for return instructions to be attached to email.
Once again, reply was useless and did not have the information I needed.

All I can say is, they clearly have policy in place to ensure that you will not get your money back if you buy from them.
DON'T do it.

I almost did not order from this site due to the reviews but I decided to take a chance because they had the best price. I am so glad that I took a chance. I called customer service to ask a question and the representative was pleasant and informative. I got a coupon for registering which is always good. My locks came quicker than even the customer service rep foretold. I ordered on 11/16 and received locks on 11/20 and all my locks were keyed alike. I was able to track everything online. My husband was thoroughly impressed. I would definitely use them again.

Worst Customer service- Worst product delivery
If you want to receive a product you paid for GOOD LUCK! The customer service blames other departments, other companies and does not follow-up on getting the product out. Stay away from this company.

My kitchen hose for a Pfister kitchen sink developed holes and started to spray water (where it shouldn't be spraying). So we ordered a replacement part at Build.com. About $5 for the hose, and about $6 in shipping- great price considering purchasing a new faucet completely would run me at least $150.

The Build.com website said it would be 2-3 weeks to ship the part- no biggie. Except I waited more than 2 weeks, and still no update, other than the website saying it was slated to ship by Nov 20. (Today is Nov 16th). So I called the website to just kinda check things out, and was told that the piece was actually discontinued, and was asked how I was even able to place an order for it on their website.

I'll be honest, I got snarky with the guy on the phone. But when was I going to be told about the unavailability of the piece? And why did it was an estimated ship date if it was discontinued? I was told that the project manager would be asked about it, and that I would get more info today. That didn't happen.

In between me ordering and making the phone call today I've been bombarded with emails, and was even sent a customer service questionnaire on how they did with the order. (Here's a suggestion, don't sent that out until the transaction is complete.)

On the plus side, the cancellation process was easy. But I suppose that was due to the fact that they couldn't deliver what was promised. Just wished I would have known the piece want available weeks ago, so I could have had a usable sink earlier.

The acknowledgement one receives after placing an order doesn't include the pertinent details of the order making it impossible to confirm the order was placed correctly. Additionally, the photos on the acknowledgement are generic photos and don't match the order.

A Customer Service Rep who promised to resolve my issue and be back in touch within 30 minutes - didn't ever reach back out. This was repeated several times by several reps for several different orders. In general, the follow through by Customer Service is negligible.

An order that was cancelled (and confirmed by Build.com as cancelled) was charged to my credit card and shipped to me anyway.

An order that was delayed twice was promised to ship via overnight service but was shipped ground.

Emtek product is purchased and shipped through an intermediary resulting in longer lead times than if purchased through almost any other vendor.

After giving Build.com a fair try, I've resolved not to use them again.

I ordered a new shower faucet and I received the incorrect shower head from what was advertised. The combination of shower head to the shower faucet was no longer offered by the manufacturer so I was a little disappointed. Build.ca, however, had that shower head in stock as a separate part and as they realized their web site was not up to date (I am sure it is quite a task to keep their thousands of products up to date), they sent me the advertised shower head free of charge. I am a VERY satisfied customer!

P.S. The free shipping was also EXTREMELY fast. Ordered Sunday, received Tuesday.

I DO NOT RECOMMEND THEM AT ALL. I am so sorry I did not read reviews before I ordered. First piece came damaged and I waited about 7 hours for delivery. I was given a window of time -4 hour period. Second delivery, I took another day off and it never came. Next day, I took another day off and never showed up again. No one from build.com or Delivery company could provide me with answers. By far, this has been the most unreliable. Do yourself a favor and order somewhere else.