Build.com Reviews

The product arrived damaged and I refused the shipment - and shipment tracking shows it arrived right back to their warehouse four days later! It has now been THREE months since that refusal and I am still waiting for my refund. I have spoken with four different customer service reps - each of them telling me that they processed my refund and that it would take 3-4 days for it to arrive in my bank account. Yet, here we are, still no refund. Three months. Perhaps their policy is to stall as much as possible in hopes to get the customer to give up. Not happening - especially with an $1,600 item. DO NOT BUY FROM THESE PEOPLE!!! They are crooks.

This place sucks.

Ive placed 3 or 4 orders and every single one of them is a problem.

Products are damaged. Not shipping damage. Example. i ordered 4 edge pull handles(they are basically 90 degrees bent metal) . All 4 showed up stacked together. 2 were perfect and 2 were bent and had threads imprinted in the aluminum. Obviously sent out that way.

Another example. blum drawer sliders that had plastic adjuster tabs broken off but not in the box.

This last order. I ordered both blum and knape & vogt screws. 5 different part numbers. Not a single part number was blum or knape & vogt. And in fact all the screws were some made in china brand called quickscrews. Bait and switch.

I also placed an order then Immediately called back to add on one more part number and they would not add on anything so I told them to cancel the order so I could re-order everything together. Well, they never canceled the order. It showed up the day before the second order that were ordered 2 hours apart. Both from different shipping companies.

Be warned that if you call you better have two hours before you get off the phone because you'll be on hold that long

I had an incredibly frustrating experience with Build.com. I purchased a bathroom vanity for almost $2,000, and while the box it came in looked perfect, the stone countertop was actually fractured. When I contacted Build.com about the issue, they first told me that I had missed the window for inspection, even though I was within their 90-day return policy. They then suggested I contact the manufacturer, but they no longer produced that model. When I went back to Build.com, they offered a measly 15% back as a store credit, which was far less than what it would cost to replace the stone top.

Despite trying to reason with their customer service team, they completely ignored my emails. It was a terrible experience and I regret not doing a chargeback on my credit card. I would not recommend using Build.com based on my experience.

We ordered a shower door after contacting the company to make sure it would fit the width dimensions. They assured us that it would fit up to 32" and our opening is 31 1/2 inches.

Once it arrived, we installed it ( easy installation) only to find out it does NOT fit the door and is 1 inch shy. We contacted the company and they said they couldn't do anything about it despite having previously stated it would fit.

They said we had to contact the manufacturer. We did and they said that what we had ordered would not fit the opening size and that we could return it to the manufacturer ( we would have to take take it off , and ship it back at our cost, and by the way, the color ordered is no longer available for 3-4 months.

So, Build with Ferguson gave us wrong information and now we have a $430.00 door that we will have to jury rig to make it work. All due to being given wrong information. If they don't know they should have told us they didn't know.

I found the exact hardware online that I saw in a local store (exact model etc). Ordered multiple styles in different quantities for a kitchen remodel. Build.com has been extremely difficult to work with. They shipped 23 pulls that were here locally to their main warehouse OUT of state and said they were delivered to my house. I was charged for them. Cannot obtain a refund. Another order, they would never send me the return label. I’ve reached out multiple times (phone, email and chat). Eventually the order is showing as refunded, but it has never been credited to my credit card. Horribly organized. Not customer oriented. Very disappointed. I was told by someone on chat that some of my pulls were on back order until May. Kitchen is almost done. So they were going to cancel that order and I ordered a large amount of other ones to replace. Lies! I got the shipment and billed. Was only able to return a small portion. One piece, they wanted to charge me $6 more than I paid for it.

Honestly this is the worst experience ever I purchased doors for my home which cost 602.00 each all the doors came broken. They sent a replacement and those were broken they finally came to pick them up after 60 days of it taking up room in my garage.

Now they billed me for the doors again and stated they never got the doors back. This is just unbelievable they are crooks beware reporting them to da office total fraud

Stay away from this company as they are committing fraud in my view. I purchased a corner bath tub because it said they had 4 in stock. They charged my card 2700.00 dollars and gave me a tracking number from r& l. Said it was delivering last monday. I called r&l and they went to pick it up and there was no freight there. 12 days later still no tub and no info back from build, noland, or lindan whom both said they were taking care of it. I called back this morning to cancel and went on to ask how it is legal to charge for a product you don't even have.

I will give 0 rating if it is available. This is the worst company I had an online shopping experience with. I ordered a good shower head $500+. They shipped a used product - unbelievable. I have requested return. Totally a waste of my time.

Bought a sink on Amazon. It ended up coming from build or Ferguson which is the company name. We didn’t open it right away as we were waiting for the countertop to be ready to install. When that day came the installers opened the sink to find it was a used product. The screws were in and glued in place and there was silicone caulking around the edges as well as one edge was damaged where it must have been removed from another kitchen. The company will not resolve this. Beware.

Falsely advertised as having product in stock. Continued to lie as to when it would ship out. I finally had to force them to refund or file a fraud report. Do not use this company or website.

wish I checked reviews before buying from this company! Customer Service or should I say getting them on the phone is a nightmare. They have no problem selling to you but if you need to do a return or check on return, you will be on hold forever!

On top of all my headache, they charged me for return label on a defective item and never advised me what my refund would be which was less than half of what I paid.

Spoke with a sales person regarding hardware needed by a specific date, and was told it was in stock, and would arrive as required. Later, when the order was late, I learned the hardware had not been available, there was never any chance it could have arrived on time, even though I was told it would. I will never buy from these people again. Sales and support at build.com were useless in resolving this.

We were totally scammed. We purchased what we thought were the bath vanity faucet set and tub/shower set. When it arrived we received only the shells of the faucets without the valves. So we called service and told them we needed to return the order. She emailed a return label, we sealed the box it all came in, put the return label on it and sent it back. We thought it was all good. And then we only got a refund on the tub/shower set. When we called, we were informed that was just a return label for the one item. But what about the vanity faucet we sent back. “Oh, I am afraid you are just out of luck. There is just nothing to be done about that.” The vanity faucet is gone and we are out of $122. Look at the reviews on build.com and you will find complaints like this over and over. And these are are just the ones who bother to complain. “It’s nothing personal, it’s just business.” This is just one of the ways they are taking advantage of folks. Again listen to the many many complaints about build.com. Their reputation precedes them.

Too long to write here but basically can't get a response to an order that was cancelled and refund never sent. Second charge on my acc't by them 7/15 - erroneous charge. Can't get anyone to respond even the owners.

Shame on this Company.

BEWARE OF THIS COMPANY!!! I thought I was ordering a mini freezer. The cost was $926 after taxes and fees, but to my dismay when i opened the package it was the frame for a freezer.

I was completely dissatisfied as the price and even the profile site suggested that I was purchasing a whole mini freezer. What completely has me irate is when i called build.com to return the item they said I could not return it because this specific item does not take returns. I have no words to explain the dissatisfaction I have for this company and their return policy. Especially after spending close to a $1000 on a product that i was misleading into believing was a whole mini freezer and not just the frame for the freezer. DO NOT ORDER FROM THIS COMPANY!!

Mega run-around. It's too much to describe, but believe me, this company is to be avoided.

As others have stated, some of their customer service reps are untruthful. I accept blame for not reading their reviews before placing my order. It got to where every time I spoke with them, I was skeptical. Do yourself a favor and shop elsewhere.

On a positive note, a customer service rep named Travis tried to help, but the situation was too far gone before he got involved.

I am a custom home builder and have ordered from build.com three times, and all three times were terrible experiences. I will never use them again, and I would never recommend them to anyone. They lie about having items in stock to get your order, and then the real delivery dates are weeks away. The freight companies they use always have scheduling issues, and the items arrive damaged almost 50% of the time. They mix up shipping and billing addresses often as well, and their customer service is terrible. Often I have had to wait weeks to get an item they said was in stock, only to have it arrive damaged, and then have to wait weeks more for a replacement. As a professional contractor, this messes up scheduling and closings, costing me thousands of dollars. It’s simply not worth buying here. I can’t tell you enough how terrible this company is, and I strongly recommend buying locally or from a larger and more reputable place like Home Depot or Lowe’s. Anywhere is better than build.com

I ordered cabinet hardware from build.com in April. They sent the hardware out in 2 separate shipments. Received the first shipment of 4 cup/drawer pulls quickly and with no problems. For some reason, the second shipment coming from the SAME manufacturer/warehouse ended up being shipped to the wrong state and ended up sitting in a UPS warehouse. Called build.com, talked with UPS - UPS supposedly couldn't make a change since it was sent to the wrong state. Was assured by build.com rep they fixed the issue and was told to track the "new" shipment via the original tracking number. A week dragged on and the tracking number still showed the initial delivery still at the UPS location. Talked to a new rep at build.com who canceled the old order and set up a "new" order. Several days later received an email from build that the items were on backorder. REALLY?!??! Talked to the same rep again who told me the items were in shipment. A week goes by and a new tracking number is finally emailed to me...and guess what? The package was sent to the incorrect state AGAIN. Called and talked to another rep (because for some reason you can't get the same person to help more than once even if you have their email address). He set up another reorder and supposedly "fixed" the problem with my address (still don't understand why the first package was able to be sent correctly, but whatever). He set up "expedited shipping". 5 days later received an email that the label was being created. WOW! So much for expedited shipping. A couple of days after that, I received a new tracking number which guess what? Righto, the package was shipped (FOR A THIRD TIME) to the incorrect state. Here we are Mid May and my order from April has not been received because of incompetency. Today I cancelled the entire order and am supposed to be getting a full refund. I'll believe it's true only when the refund hits my credit card. Their prices are great, but if you can't get your product, it doesn't really matter. Ordered from Loews instead and am sure I will receive it next week. Surprised they are still in business.

I purchased an ice maker after reviewing Build.com's returns policy. I took the ice maker out of the box realized it was the wrong wiring and replaced it in the box. Assumed returns would be straight forward. Build.com qualifies an ice maker attachment for a freezer as an appliance thereby having it fall under the Kitchenaid no return policy. Kitchenaid website itself has the ice maker replacement listed as a part. I was told by Kathryn Kapla in the office of the president that parts were appliances and I was using semantics and a return would not be possible. I have attached their return policy below. You'l notice nowhere under general returns does it mention Kitchenaid. It is listed under their appliance policy but I contend "appliance" does not extend to replacement parts unless specifically stated. General Returns You may initiate a return for an item(s) within 30 days of receipt for a refund. Returns requested between 31 - 60 days after receipt will only qualify for store credit. Returns outside of our 30 to 60 day General Return policy will not be accepted. Refunds will be applied to your account (minus return shipping) once the item has been received and inspected through our warehouse. To qualify for a general return, the item(s): Must be in resalable condition Must be free from scratches and/or defects Must not have been installed Must be in the original manufacturer’s box and packaging Must not have any writing on the original packaging Must not be missing pieces Must not be clearance/liquidations/closeout Must not be furniture or paint Restocking Fees: In most cases, restocking fees may not apply. However, Tile, Appliances, and Flooring returns are subject to restocking fees. See returns policy for: Paint Tile

candace was super rude on chat and I was on hold forever:(….would not recommend....3rd bad experience with them on the same order.