No stock - when they say they do - Charge your account - then tell you to wait 5 weeks for shipment
"Frequently show items as "in stock" when they are not. This does not stop them from charging your credit card for the full amount then saying they will ship the item (or the balance) in a month....later of course. If you are buying a lot of items as I do, it causes havoc as you have partially filled orders that are fully paid for. Overall my experience in a word is - very frustrating to deal with. Automated, unhelpful responses. Crap service. Will NEVER do business with again. July 5th order date - August 13th, 2018 ship date (at least I think it is 2018...could be 2019). "
Trying to steal from me!
"I ordered a pan, then found out a few hours later I couldn't move the plumbing as I had planned. It wasn't to be shipped for over a week anyway, so I called and cancelled the order. At this point all looked good, until I saw they kept 61 dollars from my refund. I called back, and was told it wasn't a restocking fee, but she didn't know what it was, and would call me back in 10 minutes. Ya, Right! Of course I have never been called back, and will just pursue this thru my credit card company. I do this for a living, and would have bought many more items from this company, but certainly not now! What a horrible business model, to steal from people who make a change. I sincerely hope they go out of business soon!"
Return policy **** for projects - wouldn't even let my use return against a new purchase.
"Purchased cabinet hardware. First off - they don't make hinges that match the finish I ordered...spent quite alot of time on the phone and via email trying to find something that would work only to be offered something that wasn't really even close to the finish. My first mistake with them was not returning it then and there - got caught up in my project - went to return hardware and was told 60 days had passed. Still in original boxes, still in plastic bags - wanted to use the return against a new purchase and was told no - well, Build.com - you've seen the last of me. I will let everyone I know to avoid you - spent DAYS trying to find matching hinges with one of their "customer service" reps...don't waste your time with these folks online - they do not care about CUSTOMER SERVICE...if you're a DIY-er, don't get tangled up with these folks...it's a waste of your time and now of my money."
"I ordered two faucets one kitchen and the other bathroom and a vessel sink. They were priced great. They are perfect!!"
Great experience, Repeatedly!
"We've order various items from Build.com over the years. Tj and the team have always provided great service including better and more cost effective suggestions. They ship the items right away allowing us to stay on schedule with our project. Returns have always been promptly handled and without issue. "
Stay away/Bad business
"I bought a Friedrich in the wall ac unit on a friday and it was delivered on a saturday. Installed it on a Monday and it doesnt work. Build.com says it needs to be serviced. But its brand new I said. They gave me 5 different authorized servicers and NO ONE will come to my house because its too far. Build.com doesnt accept returns of appliances but they dont tell you that when you order, only when you have a problem. Friedrich is no help either. "
Poor customer service
"First, they let me order an item and get all the way through checkout before sending me an email that it was on backirder..Then, the item arrived in a local warehouse with no notification where it sat for a week before I contacted the company.During this time the same item came back in stock at Wayfair for $45 less.Then I got a smart aleck customer service rep, who among other things said he was “sorry I missed the email”I have unsubscribed from this site after 3 orders. Go with Wayfair, their customer service is awesome."
"They sent different items then on website. They won't give full refund back. For cheating us out of $41,they lost all our business from remodeling our home. Not smart business people"
Horrible customer service
"I ordered 2 rugs from build.com. One of the rugs they delivered turned out to be different from the one I ordered. They were able to send over the correct rug eventually but tried to charge me the price of a 3rd rug. I tried to sort this out with customer service, and was able to set up a return for a refund. However they deducted shipping costs out of the refund. So I effectively had to pay money for a rug I never ordered and do not even own. I had to speak with 3 separate representatives about this issue and they are still unwilling to provide a full refund for a product I never ordered and never agreed to pay for. Seriously unprofessional and no way to run a business. "
I would never buy from build.com ever again
"Ordered a set of bath accessories, received it in 3 shipments, and when I needed to send it back they asked me to make 3 shipments. The price of those 3 shipments is half of the price of the set. They don't care about the customers, no way to talk to them reasonably, hold is always too long, usually ending with just an option to leave them a mssg. CS reps are careless, just informing you about the way their system works."
Horrible Customer Service
"Bought a microwave and upon opening up realized it was defective and did not work. Build.com saying I need to contact manufacturer for warranty repair. I bought a new product I expect to get a new product not a defective one. STAY AWAY!!! the money saved is not worth the hassle. "
"Wanted to leave a positive review since I was scared to order from build.com with all the negatives. My experience was completely flawless thank goodness! I ordered a toilet that came in two large packages. The price was great and it arrived very quickly with great friendly delivery service. I can't speak any more highly of build.com based on my positive experience. I will definitely order from them again. Great customer service:)"
"Sorry, these things happen"
"Paid $153 for a small light fixture and received a used, damaged, parts missing piece of junk. Having to a week for replacement. The box was old with three layers of tape on it. Asked for compension, none given. They ****."
"I am remodeling my kitchen and have chosen to go with a Kohler sink. I ordered one from Build.com, as they said they had 2 in stock. This particular sink has been hard to find because of a fire at the Kohler manufacturing plant. So I waited on hold for 30 minutes to speak to a Build.com associate to confirm that they really did in fact have two, and that it would be definitely shipping the next day. He ASSURED me, that yes they did physically have my sink and it would be leaving the warehouse the next day. I explained to him that I have had this happen before, where someone says they have it in stock, to only be told after I have purchased it, that it is delayed. So, this morning, I check the status and it says it was still processing. So I call in, waited on hold again for 30 minutes. While I am on hold, they play a message stating customer satisfaction is their top priority. I definitely didn't feel like a priority waiting for 30 minutes. When I finally got someone, my suspicion was proven correct, that they did not in fact have the sink, and that the new shipping date was going to be May 30th. This is the most stressful and frustrating situation I have ever had with buying online and I will never use Build.com again! "
Lousy customer service
"Build.com has the worst service or 0 service. We ordered all bathrooms fixtures etc. from them but the delivery time was delayed time after time. Order was place since Jan and we are still missing a sink. After 100 over emails and lots of long waiting calls problem still not resolved. The sink broke before reaching us and we were never notified. We have to do all the tracking and when we call the customer service said there is nothing they can do. They can't even expedite a replacement since it was ordered in Jan. No compensation when we have to suffer costs of construction delay and resourcing of a new sink. We will never order from them again. Prices are very competitive, everywhere is about the same price. There is really no trade discount for designers anyway. "
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