Build.comReviews 667

In need of new toilets and unable to find them in stock elsewhere, I went ahead and bought them from Build.com, despite finding very negative ratings here and on TrustPilot. Before I hit "buy," I messaged with a rep and told them my misgivings, saying that I was wary of purchasing given the negative reviews. I also said I understood it was a self-selecting group that posts on these sites, i. E. we are all more likely to record our bad experiences. While acknowledging there wasn't a whole lot she could do, she immediately gave me her direct email address in case of any problems. She also waited while I completed the purchase so that she could have the order number and make sure my order came from the nearest warehouse. The next day I got a phone call from someone at the freight company Build uses, confirming the delivery date (three days later, I believe), and I got an email from the freight company telling me to open the package as soon as possible and to take pictures, etc, if anything was wrong. Long story still long... the toilets arrived in perfect condition and work perfectly. I felt compelled to report this positive experience.

So, this is strange. After enduring the total incompetence and arrogance of another distributor (AJ 'you know who you are'), I've had only excellent service from Build.com in connection with a $2000 mini split AC/heating order. Belatedly realized that I ordered a discontinued model, so I called to cancel it yesterday - the day before delivery. I called Customer Service, they answered live with 5 mins, I spoke to a very polite, very professional person who promptly 1) sent me a confirmation email; 2) send the return labels and 3) instructed me to 'refuse the order' when the delivery service called.

Later yesterday, the units had already been delivered (a day early) so I was somewhat annoyed because I wasn't able to intercept it. But I called them back, they promptly answered, again, they re-emailed the labels and they waived the return fee and now UPS is coming to get them tomorrow.

I then ordered a new version of the same unit.

I remarked to wife "wow, what a contrast to AJ Madison" then went online to discover the mostly bad reviews of Build.com. I don't get it. They gave me excellent service (I live in NJ)... my only theory: I'm assuming (or I want to believe because I plan to use them a lot from this point forward)is that their senior management is listening and trying to improve.

Nothing but nice things to say

We purchased a new kitchen sink for about $550 FROM BUILD.COM and had it professionally installed the next day, with a few inches of water in it, it simply cracked and broke and fell to the floor. I called Build.com, and over the phone was assured that they would send us a replacement. The next thing that happened was that I received and email telling me that they "warranty department" notified them that I had to go directly to the manufacturer; Blanco. Blanco has not approved the warranty as of yet. However, BUILD.COM sold us the sink and they should not pass the buck to someone else. IT was obviously defective, and they should deal with the manufacturer; not their customer. I will NEVER buy from BUILD.COM ever again.

I ordered a vanity, sinks, and a countertop from build.com two and a half weeks ago. Almost two weeks ago all three pieces arrived. The countertop was damaged and cracked in four places and also chipped in another place. I took pictures of the damage as well as the truck driver did the same thing. I contacted build.com got a very nice customer service rep who assured me that this would be taken care of immediately. Two weeks later I am not even sure that this customer service rep ordered my countertop. I have made numerous calls to build.com and spoke to two different customer service reps. As of now I have someone checking into it but not sure if they're going to get back to me. I also called Ferguson store in cranberry and spoke to a very nice assisted manager, but have yet to hear back about the issue of getting the countertop and it's three to four hours later. I wish that I have ordered this from Amazon instead of build.com. If you have a problem or damaged item with Amazon there is no problem whatsoever in returning it. Tomorrow will mark 2 weeks of trying to get this countertop and I'm sure it's not ordered. I even offered the cranberry store to return all three items to the warehouse. Keep in mind that all three of these items total $350 lb. My husband and I are in our mid-60s and will have a very difficult time doing this, but the manager at the cranberry store didn't seem to have a problem with us returning it.
I will never and I repeat never order from build.com again.

Very poor delivery from Estes delivery. I ordered expensive cabinets for my laundry room. The delivery person was in a big hurry to leave and not wait for me to unwrap my delivery. He would not bring the cabinets to my front porch, so I had to talk to his supervisor, so horrible. Finally, he was told to bring the cabinets to my front porch. I have a handicap loading ramp, very easy. The cabinets were cheap and I noticed some damage. So, I had no recourse because the delivery man left. I will never buy from Build.com again. Poor quality and service.

After I placed an order for some simple post cap lighting, it stated I need to also purchase some adapter. After I got my product, the adapters were not needed, so I returned them. The return was not processed and I could not get them to refund my money. I did not have the adapters anymore either as they were already sent back to build.com.
Poor service and more like a "scam" to force you to buy more than you need then not even process my refund after I shipped the items back.