Build.comReviews 667

I bought a Maytag 21.7 cu ft freezer on Build.com on 06. 10. 21 for $929. Build.com represented on its website that freezer would ship on 06. 22. 21. So far so good - decent price & reasonable shipping timeframe. However, as 6. 22. 21 arrived, I called Build.com to verify that freezer has shipped and was told that freezer was backordered until 12. 29. 21. What am I going to do with those 2 cows or 1,200 lbs of meat that are coming in shortly? Build.com does not seem to care. I asked Build.com to substitute a GE freezer, for which they had 67 in stock in my region. They said NO, even though Build.com had deliberately put misleading delivery information on its website. In fact even as of this morning, they show a delivery time frame of 3-7 weeks, for this same Maytag freezer, which is another lie. Why would anyone buy from Build.com? No Truth or Honesty with this company, only Greed. They had no issue with taking my money & holding onto it since 06. 10. 21, knowing full well I would never have the product ordered until very end of December. The first image shows how Build.com's website is still presenting misleading information as of this morning (07. 26. 21) & the 2nd image shows my proof of purchase on 06. 10. 21.

I originally dealt with a manager of customer service who was over the top rude. She was yelling and an $#*!. Since posting my experience and emailing the head of the company, I have been treated in the best possible manner. I have received apologies and the best service of any company. Very responsive and professional. I feel that Build.com takes it's customer service very seriously. I am impressed. One bad apple.

I cancelled my order of a bathtub before it was shipped. They shipped it anyway and tried to deliver to my house and I refused to receive. After 3 days they just left the bathtub at the front door. Every time I call to customer service, I have to wait about 40 minutes. Then they give me a new return number and cancel the last one. My 3 firsts calls the return numbers says that I was going to receive the full amount of my order but the 4th time it says to refund only $469.00 instead of $726.00. Now, after 1 month, no money back, but the site shows that I received my refund already. The customer service says that somebody will contact me, but no one called or send an email. They said they can't do anything, I have to wait. I will NEVER buy from Build.com again. Terrible experience. I do not recommend.

Product came with missing parts. Sent several emails to them with NO reply. Called them and no answer, you will be on hold for hours.
Had to buy missing parts elsewhere.

On the line now with 'service' and have been listening to elevator music. They're currently experiencing higher than normal traffic or some such. Anyhow, thie is the second order in week that's gone sideways.
I reordered a previous item that disappeared to an unknown address. Paypal indicated correct shipping address, but completed with fictional.
Cancelled Order #******* on website, but it's only temporary cancellation.

A good customer experience is welcome, but a bad one is forever. Two in a row?

Okay. Just received an online cancellation and refund acknowledgement. So maybe the posted 'temporary' cancellation is not effective.

I have used Paypal for years without a shipping address screwup like this. I'm not a tech type, but I suggest the build.com/paypal interface is faulty, completing the order with a similar existing customer name.

I purchased a tournant faucet to be delivered in 6-8 weeks. A couple days after purchasing, build.com changed the shipment date to a date after my job would be completed. When I contacted them (8 weeks before the shipment date) they said they couldn't cancel the item. Working with my credit card company to cancel order (they have always come through). I purchased a farm sink and other items from them and these items were sent. So I've had to purchase another faucet that I can receive in a timely manner. If my credit card company is unsuccessful at cancelling I will be receiving a faucet that I will have to ship back and have to pay for shipping. I will not be using build.com again. I do not support businesses with practices that take advantage of their patrons.

Currently on the line with Chelsea Gallegos and she is nothing but a head ache. Honestly not sure how she was hired to work. She has no customer service skills, no intentions to help, she knows absolutely nothing and just keeps giving you the run around. Some people need to seek help from a professional psychologist or some therapist. CHELSEY IS NOT FIT FOR THIS JOB.

Build.com also known as Build with Ferguson is not a legitimate company. They take your order and your money with no intention of delivering the actual products to you. We spent $696 in March 2021 and never received our order nor our money back. Do not buy from them unless you want to give away free money to a sham operation.

Horrible customer service, cannot even get thru to anyone. Search w order number says order does not exist. Canceling my order and will never shop w again!

The level of incompetence with customer service is staggering. We ordered a full set of Kohler products. We review what was sent and a trim valve was missing. We contact them and they say "oh, we will get you another one". Later in the day, we get the "oh, we're not sure it's available" and we get an update its on backorder for a month. That was in November! We get monthly updates on each "fake" shipping date that it is delayed another month. We finally say screw it and order a similar looking one so we can actually use our new shower. If they had been upfront about delays, we could have just ordered the similar one and been done with it. But when they keep promising you a product and keep you on the hook, that is infuriating! And sorry, but the "covid delay" excuse is B. S. after more than a year.

So this new incompetent rep, Sara Larsen, seems helpful at first, but when she bills us for a rough-in valve that we don't need, she becomes even worse than the previous reps. I have sent multiple emails to her in the last 4 weeks to get help and her solution? Just stop emailing us! That's just beyond unacceptable but apparently the way Build.com does business.

Solution? Most certainly take your business elsewhere to a respectable company and not some anonymous, fly-by-night online place. I have learned my lesson and you have been warned.

Really disappointed in Build.com and their customer service and return process. When everything goes as planned, prices are great. But if things arrive broken, forget it. Can't get through to a real person. Replacement/ delivery times were wrong. When you can't get in touch with a real person, it's just a recipe for disaster. You just get a perfunctory email saying sorry for the imposition and you get stuck with the bill. Will never use this site again.

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.

When i say you would be better off with no appliances, i am not kidding you, this is by far the worst company i have ever dealt with. THey take you money, and then 'who cares'. They refuse to help you with shipment issues, refuse to give you any information. Seriously, buy nothing. I'd rather spend a day getting a root canal than purchase from these gangsters. Coz that is all they are

This company scams people! I bought a large v/nitu that was damaged. A customer service rep set up the return (picked up by third party carrier) and ordered a replacement. Second vanity arrived damaged. The rep again set up the return (third party carrier) and ordered a replacement. The third vanity arrived damaged. I was told to dispose of it. I have been charged 2x for the vanity and never received a credit because "it wasnt returned!" I have the bill of ladings proving the return but NO ONE at this company will return an email or answer the phone (customer service, logistics, twitter, instagram). This company is actively defrauding me!

I made the purchase again due to the delay in getting a response to the material (tile) that I received broken in the previous order, I paid freight to deliver quickly (2 working days as the website said). To my surprise, today, April 15th, I went to track the delivery and saw that they delivered the delivery for April 28th, that is, I paid $ 211.05 for delivery (almost 4x more than the tile value) to wait more than 15 days for delivery. You Must be kidding. I called and the lousy service did nothing.
RUN FROM THIS DAMNED COMPANY.
DON'T BUY! THEY WILL SPEND TIME, MONEY AND STILL GETTING SO NERVOUS.

I have recently ordered over $1600 in merchandise for the first time on Build.com. Everything has been of fine quality and I've received all my items in about a week.

If you have an issue with a product, forget about it being resolved. They simply do not care. I paid over $200 for a Miseno medicine cabinet. It has adjustable shelves. Once it was installed by a professional, I tried to move the shelves. I unscrewed them and attempted to raise/lower them according to my needs. No luck. It's impossible. I'm out $375. I have a large cabinet on my bathroom wall, and I have 3 glass shelves sitting on the floor. After 3 emails, and about 3 hours on the phone, I received a $37 credit. And I still have no usable medicine cabinet.

I ordered a water heater which build.com said they had 10 in stock. I called to make sure they were in stock and told yes, one of them would be shipped to me in the next 3 days. 3 days later I chatted with them and was told it would ship today. Then on the 4th day I asked about shipping and was told the item was backordered and it would be 3 weeks before I would get it. Absolute liars and horrible customer service. I would never do business with them. Stay away. Buyer beware.

I purchased a face basin. First they charged my card 3 times. Then they sent me the wrong color. Then the hassle to return it and get my refund.