Build.comReviews 667

If you are considering purchasing from this company please please reconsider. Spent $7,000.00 and had to beg for my items. Bunch of poor souls answering phones and taking orders with NO idea if the products are available and when they might ship. When the items did arrive the order was incorrect and another 5 week wait ensued until the issue was corrected. One problem... my installer lost patience and charged me downtime... If you have a choice I strongly recommend you shop elsewhere.

I recently spent just under $2,000 at Build.com on pricey Baldwin door hardware. Due to the rather chaotic sales system, I ended up talking with three different sales associates before the order got finalized. I could never reach anyone I had talked with previously, nor, did they call back. The first guy was great, but, I never reached him again. Another admitted he didn't know much about door hardware, and it showed. A third knew the product, but, she was rather impatient and often difficult to follow.
I don't know which of the 3 made the error, but, they sent out 13 of the wrong type of expensive handles which had to be returned. My handyman would have charged me an extra $300 per handle to drill the holes needed for the passage handles, when all I ever needed was dummy door handles on these closets in the first place.
BUT, by far the worse part was the rude, disrespectful, argumentative, accusatory, and aggressive manner of the customer service representative (Gray? Greg) which was so unbearable that I had to ask for someone else to finish taking care of the return. He immediately blamed me (it was the sales rep's mistake), kept aggressively talking over me even when I asked him to stop so that I could at least explain the situation, and, then actually laughed out loud to mock me at one point.
I have never done this before, and, I was very busy dealing with this re-model to boot, but, this employee's manner was so over the top that I took the time to both telephone and email his supervisor (who was not at work the day of the return) about the way he treated me. The supervisor, Shannon Fife, never bothered to respond or even acknowledge my complaint even though I asked her to call me/email me back.
Truly, this company is not worth a minute of my time--or yours. The only good thing I can say is that when an item is in stock, they ship it pretty quickly. But, they need to train their sales staff to understand the products much better so they can recommend the correct one, and, need to insist on professional, courteous interactions with customers at all times. And, when a customer is as upset as I was, the supervisor needs to care enough to call back. Apparently, the bad attitude goes from the top down at Build.com.
I would give them a "0" rating from 0-10, with 0 being the worst if 0 stars was an option.

Because my hands don't work that well anymore I needed a trimmer that I could simply put in a new spool without restringing the trimmer manually. I asked the guy if the product I had chosen could do this and he said yes (greenworks*******). He also called the warehouse he said and verified what replacement part I needed and I ordered it. When I ran out of string the first time and took the item apart it became apparent that what was ordered wouldn't work. I called Build.com and spoke to another gentlemen and was informed that indeed the item I received wouldn't work and he refunded my money for the string order. He said that he was in contact with greenworks through email to identify the correct part and would Cc me on any emails. I waiting a couple of days and saw nothing so I called again. The person said I'm emailing the person you spoke with and will have them give you a call... no response... called again the next day and asked to speak with a team lead/manager... I was told they were in a meeting but would have them call me. Again no response... called again and said I'm staying on the phone until I speak with someone and finally spoke to a team lead... he made contact with greenworks and informed me that without manually stringing the device the part I needed to buy was the entire head of the trimmer which cost about $10 plus shipping... not the expense I was looking for and not what I asked for... the original string lasted about 5 uses and my yard isn't that big.

No issues in general with order - shipped promptly within 1-2 business days. However, I found the same item for lower price on HomeDepot or Lowes. The price delta was about $4 on about $50 &100 items. They refused PM saying that it is below their cost! That is unique reasoning...

Still waiting on an order I placed months ago.
I made the mistake of placing a second order even though I haven't received the last one yet. They charged me for all items and then said they couldn't fulfill the order. I cancelled the order. Then they shipped part of the order AFTER I had already requested the order be cancelled. It's been weeks and I'm still waiting on my refund. No items AND no refund. Terrible follow-through and disappointing customer service.

This was my first time having to buy so many items for a house we are building. I actually worked with one customer service rep - Corey - and he was wonderful. He was very knowledgeable and easy to work with. I found prices to be great and usually got free shipping. The only reason I didn't give 5 stars... is the return policy. I actually never really gave it any thought... but then I needed to return items and since the items came from different suppliers, they would have to be shipped back separately-UGH! Shipping the items back would have been more money than to just keep and try to sell on my own. For the last few items I need, I've gone to Lowe's---easy return policy there. :)

Build.com is nothing more that a service, not a supplier. Order from them, and they place your order with another company. Shipping is thus delayed, and the price can exceed that of ordering directly from the supplier they'd use, commonly an easily available website. That's precisely what happened to me, when they placed my order with another company, and the agent confirmed that they maintain no stock at all. They simply place orders.

BUYER BEWARE! There is a good reason to go with your local retailers... I spent thousands of dollars with Build.com for a kitchen and bath remodel in my home. The kitchen faucet I purchased is a Kraus and only lasted 6 months until the faucet hose sprung a major leak spraying water all over the kitchen. I contacted Build.com for help and they pushed me off to deal with the manufacturer directly and would not offer any viable solution other than to deal with the manufacturer. So I contacted Kraus for resolution. Not too much better. Kraus is only willing to send me replacement parts but is not willing to expedite the shipping unless I pay for it. They are also not willing to upgrade or exchange to another model saying that I will not have the same failure in the future. Same part that failed only after 6 months and they tell me that because I am putting the same part back in that this one won't fail. Nice crystal ball. Anyway, the customer service rep finally agreed to pay for half of the shipping because that's all he is authorized to do. Really? Not the customer service I expect especially when spending so much money! Stick with your local community vendors that will help you problem solve your issues.

Frankly - I am baffled by so many sub-par reviews. We are a builder in Central Texas, and I do quite a bit of business with Build.com. I usually speak with the same customer service rep, and she has been nothing but helpful and professional. The items always get here when I need them to, and I've never had an issue with returning items I purchased too many of (even a month or more after the fact). The quality of their product is identical (sometimes better) than anything we would get from local suppliers such as Lowes or Home Depot. It does pay to shop around a bit - sometimes Build.com is cheaper, but sometimes local shops are - just depends on what you are looking for. I will definitely keep using them.

I ordered a part. It was the wrong one. I called and they said "Oh, wel that only fits so and so model." -1 star for that. Anyway I returned it and the promptly refunded my money.

Damaged items shipped:
Since the company won't publish this review on their website because it doesn't meet their "website guidelines" I will post it here.

Ordered light fixture for master bath:

The light fixture itself was beautiful. First shipment arrived damaged. Unit bent on one end. They claimed it was the shipping company. Second unit arrived bent on both ends. I didn't even bother to call again. I had a friend bang out the bended end that wasn't to bad, but you can tell that the one end was damaged when looking at it mounted. I just got tired of dealing with your company. You could tell by the taping of the boxes that the units were not in new condition. Shame on you. I will not be ordering from our company again. The product itself would have been beautiful if it arrived in new condition.

I placed two separate orders that were supposed to ship within 24 hours. It took two days for them to tell me that there was a two week back order on both orders. (totaling $600) The first representative I dealt with did not call me back as promised. I had to call back several times to get both orders cancelled. It will be up to 7 days before my money is refunded. I will not recommend this company to anyone and have asked my contractors to stop recommending them to their clients.

Just terrible. Upon ordering my order was processed and my bank account was debited. Two days later I receive an email that my order hasn't shipped due to my billing address being incorrect, yet my money is gone? I called them and they couldn't resolve the issue. Another email, I call them again, verify all info, still no resolution. Another email, verify my EXACT address with my bank, talk to customer service again, no resolution.

After SIX DAYS my order still hasn't shipped yet they had no issue getting my money with the "incorrect address". The same address I wanted it shipped to by the way! Got so frustrated I canceled my order, which took repeating "Cancel My Order" many times! Ordered from different company, shipped the same day.