BuildDirect

Aira and Lenny at Build Direct were SO great to work with! Their communication was timely and helpful, whether by phone or email. The product we had an eye on was out of stock, but they informed me immediately when it was back, helped with the ordering process, and checked in once it was delivered. We were very impressed with the customer service and not to mention, the beautiful product! We are in love with our new flooring. Thanks build direct!

Had them send me several samples of flooring and asked questions and they were very helpful. Got the 7.5 inch wide and 75" long engineered hickory wood floors - Virgo model by Jasper. (5 boards that length and 2 are 25" and 50" in each package which actually works well for providing varying lengths in install). A bit tricky at times to get the longer boards in, but boy are they beautiful! Make sure you get the longer 12" tapping block to install as a little 6" would never do the job.

We purchased Mazama - Hardwood - Smooth Acacia Collection Chai Beige / Acacia / Builders / 4 4/5" hardwoods almost 7 years ago. Due to circumstances beyond our control, we are just now installing them. While they are beautiful, they dent and scratch extremely easily. I don't know if it's the finish or the wood itself, but they are the worst hardwood floors I have ever seen. If the wood itself is scratching and denting, then it isn't acacia as advertised. I am not writing this with any expectation that something can be done to fix the issue. I just wanted everyone to know that BuildDirect is selling an inferior product.

This company stands by its product. It also has the best customer service of any company I've ever experienced. I highly recommend reaching out to a customer service representative before ordering your flooring, Mila helped me every step of the way, put me in touch with Cynthia to keep me apprised of my shipping and how to expect my items to arrive, and made sure I got everything I needed and wanted. I've ordered from this company more than once and she has helped me with each order. I will always return to build direct for my flooring needs because of this!

We purchased the Vesdura rigid core vinyl -- planks are about 1/2 inch thick, 7 in. Wide and 72 in. Long. The planks have a good variation in color and tone. Most people, including our painter and our cabinet maker thought it was wood. The extra thickness gives the floor a very nice feel. It cleans up very nicely. We have purchased more of this product to finish two more rooms.

Justine was incredible to work with and sent me so many samples to look at with multiple follow up calls and emails to help assist me making such a big decision. I love the floor in our new home and the price point was affordable. You won't be disappointed working with Build Direct!

BuildDirect offers similar prices and products of the local big box hardware stores... but BuildDirect offers a much greater selection of products. I am looking for engineered hardwood floors. BuildDirect has a great selection and even has a product hand made in Tennessee. I'm quite surprised at the availability. The customer service is phenomenal. In fact, the interactions with customer service make me feel confident in the products and the company.

Bought a large order of 25 Kwikset door knobs and ultimately over ordered by 10. (new home buyer).
In original boxes and never opened. Would not take back $150 worth because of 90 day rule.
Seems I'd would have be better off since if they have product at Home Depot and they would taken back with receipt.
I will not use them in future. BEWARE of.Com companies!

Bob

I ordered 25 boxes of flooring but they didn't attach them to the pallet good enough and some boxes were broken. FedEx put their own straps on but even then some boxes slid off. I like the vinyl plank flooring that I got but their shipping department needs lessons on how to properly package the product so it makes it to the customer in one piece.

BuildDirect promptly returned my calls during the ordering process and after delivery to fix an issue. I have made several wood flooring purchases from them over the years and highly recommend this company. Great customer service!

Justine was wonderful helping me order samples. I ordered a lot of them before I decided. The price was very competitive and my order arrived promptly. The directions and videos were very helpful. Installing new flooring is not an "easy" job, but with the clear instructions and a bit of elbow grease I had my new flooring installed in a day. I'm glad I called BuildDirect.

I am so in love with our new flooring. If you're on the fence about this one - Buy It! You will love it. Turned out better then I thought. Easy to install, amazing costumer service, and delivery was a painless. Build direct came highly recommended to us and I am so happy we went with them. Couldn't be happier!

We had great experience buying from this website as a first time shopper. Justine provided the best service to help me order samples, make selection, patiently update me on inventory status (as the wood I wanted was out of stock) and follow through after the product was shipped. One box was damaged by the courier and the claim department was also very efficient in handling my claim and issuing refund. Overall 5 star experience!

I have ordered a vinyl plank flooring online with them. I have ordered many construction material on line with other companies so I I'd not request a sample. Well PLEASE ALWAYs ORDER ONE with them. The color of their website are totally wrong so you will get a total different color for sure.
I then tried to get some money back but because the flooring had been installed ( my apartment is in another state where I leave and I did ask my installer to check on the color) they just gave me back $100 out of a $2200 order Plus the extra box I was missing to finish the floor. Well that box took two weeks to arrive (from LA to San Diego) and on top, when FedEx wanted to deliver it build direct had put a wrong address so I had to chase the manager to fix it because only the sender can change the address. The products are good but the logistic was a nightmare. So be careful...

I worked closely with Justine for over two months in the lengthy process of deciding on a floor that fit our budget. Not only did she respond in a prompt manner, she knew our taste and sent out additional samples that may be in acceptable to us. She kept in constant contact, and checked in, letting us know of any upcoming sales. I highly recommend this company!

I ordered the Pinna flooring after reviewing all the samples. The flooring arrived on time (actually 2 minutes before the early part of the delivery window I was given) and the quality was better in the full tiles than the samples. I haven't finished installing yet, but so far it is looking like a more expensive floor than the price I paid. Very happy so far. Tiles don't click and lock as easy as some, but after working with it for awile, I was able to figure out the best way to install it.

Had a great experience buying from builddirect.com Justine was super helpful and attentive checking back on us several times. There was a small problem with a couple of the planks and Justine made sure we were taken care of right away. The flooring is beautiful and is super high quality. The flooring was shipped super fast and arrived without issue. I would highly recommend doing business with builddirect.com

I ordered a sample which never arrived. I called a week later to find out it was never shipped. So I decided not to do business with them. Simply because of what the advertisement say about when they ship the items out. If I had to call to find out it wasn't shipped that throws up a RED flag. Which I would never trust a company like this with my money. It's been 2 weeks now and I still haven't received my sample. Do the math. Misleading advertisement only makes this a company I can't trust!

UPDATE:

Initially, I gave this company 1 star and titled my review "stay away from this company". Today I received an e-mail from the vice president of BuildDirect who stepped in, had already reviewed the entire situation so that I didn't have to start from scratch, listened, and took the time to really understand everything that had happened. He was so distressed by this situation that he not only offered to make the customer whole by providing a full refund for the door, but also to cover all of the additional costs we incurred.

Beyond that, and after he finishes taking care of everything for his customer, he promised to dive into the sales and management personnel involved in causing the situation to escalate to the point it did and implement immediate changes to ensure this doesn't happen to any other customer.

Though I wish it never went as far as it did, having a VP step in and do what he did, as well as show so much compassion for the customer, truly says that this company deserves a second chance. It's not very often that you find a company willing to go above and beyond for a customer and BuildDirect proved that to me today. Therefore I have changed my 1 star rating to 3 stars.

Based on only today's experience with the VP, BuildDirect would receive 5 stars without question, but I think it's important to understand that as of this moment, it took weeks of back and forth, as well as a lengthy online review posted across multiple websites, to rectify the issues. I truly hope that this never happens to anyone else and I do encourage others to give BuildDirect a try.

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INITIAL REVIEW:

We purchased an iron door from BuildDirect in Aug of 2015. As I wanted to get as many specifics about the door as possible before placing my order with a company I had not worked with previously, I gave them a call and got a really nice guy on the phone who tried his best to answer my questions. I asked if all the necessary hardware to install the door (nuts, bolts, etc.) were included and he said absolutely. I asked if standard door hardware such as the latch and deadbolt could be used and he said "yes, the really great thing about these doors is that they are so easy to install and you can use any standard door hardware you want".

When the door showed up via freight we were very impressed with how it was packaged and protected. Everything looked great. Even though my wife and I own a company that renovates homes, we hired a company that specialized in iron door installations to install this new door and remove our existing front door. Once the install company took a look at the door when they were going to install it that's when the issues came to bear.

The door was one complete piece with the threshold welded onto the frame so there was no way to adjust the threshold to make it level with the ground. The mortising that was supposed to fit any standard hardware wasn't manufactured correctly so neither the latch nor the deadbolt pieces were able to sit flush. This caused the door to not be able to close (i. E. they were too shallow and the door hardware stuck out the sides). The strike side of the both the latch and deadbolt were in the wrong place causing the door not to close and seal properly. The deadbolt strike plate mortise had a piece of iron overlapping causing no strike plate to be able to be installed. The door also slightly touched the frame when closing and the top of the door, on the hinge side, had small piece of iron that wasn't even with the rest of the door, causing it to scrape the top of the frame every time it was opened and closed. Oh, and no hardware to install the door (nuts, bolts, washers, etc.), nor even an instruction manual or paperwork was provided with the door. Just the door itself in a big wooden pallet had arrived.

Unfortunately all of these issues only reared their heads after the door was removed from the pallet and/or installed (i. E. bolts drilled through our door frame, our drywall cut out to use the welded on mounting brackets, etc.). Luckily our install guys had bolts that fit but we had to make multiple Home Depot runs to get the rest of the hardware necessary to install the door.

I immediately called my sales rep at BuildDirect and since it was Saturday, he was not in the office. I did speak with another sales rep that said he couldn't answer anything because he wasn't familiar with the door. I explained that this was a pretty serious situation and requested he find someone else at the company who was familiar. After leaving me on hold for a while he came back and told me there was maybe one person who could try and help but he was on the phone and would have to call me back. I am still waiting for that phone call.

On Monday, after e-mailing my sales rep, I received a call back from my guy who couldn't understand why no one reached out to him over the weekend so he could step in. He said he spoke with his "category manager" and asked me to take as many photos of the issues as possible. I took 11 detailed photos and notated each one with a detailed description. That wasn't good enough and they asked me to take additional photos, suggesting the door wasn't level. I proved that both the frame and the door were perfectly level and installed correctly and that wasn't good enough. They asked for even more photos and I once again complied, this time taking a 6ft level and proving without a doubt that everything was perfectly installed.

It was obvious that neither the sales rep nor the category manager had any idea what this door looked like or how it was manufactured because I kept getting e-mail questions asking if I had removed the mounting brackets (impossible as they are welded onto the frame) or if I had drilled through the door (why on earth would I drill through the door when you use the mounting brackets to install it?).

Back and forth we went as they tried to somehow blame me for the problems. Finally they said they had found someone to come out and take a look. I received a call from a general handyman who admitted he had little to no experience with iron doors, nor could resolve any of the issues, but explained that he was asked to take pictures, assess the situation, and give them a price to repair it. I called BuildDirect and said that while I'm thrilled to have someone come out and take care of everything, the guy they chose couldn't possibly give them an accurate assessment as he was a general handyman, not a door specialist. I provided a few different names/numbers of people that worked for iron door companies here in town and my BD sales rep said he agreed that the handyman was probably not the right person. He said he would get with his category manager and call on a more qualified professional.

On Sept 9th and I received a call from the handyman asking if he can come by and take a look at the door. I told him I was under the impression that BuildDirect had cancelled with him in order to find an iron door specialist. In a huff he says "I was only doing this as a favor to them" and hung up. Again, I called my sales rep at BD and asked what was going on since I hadn't heard anything from them since last week when we spoke about them finding a more qualified specialist. I was told that they weren't going to look for anyone else, they never contacted any of the people I suggested to them, and never cancelled with the handyman. I said that it would have been nice to let me know so that I could have been ready for an appointment that, as far as I knew, was cancelled.

The handyman ended up rescheduling for the following day (Sept 10) and arrived 30 minutes earlier than his scheduled appointment with us. No problem, we were ready. We showed him the door and pointed out the various issues. He saw every one of them and informed us that BuildDirect is "very concerned about their online reputation". He also made sure to tell us before he left that "If it were me, I would expect them to provide a brand new door and pay for not only the installation but all of the finishing work required to make everything perfect". He even went as far as to point out that we would probably need a whole new door frame since the bolts to install this door had to be drilled into the frame.

On Sept 14th, after not hearing anything from BD, I contacted my sales rep again via e-mail and received a response saying "I e-mailed my category manger this morning. As soon as I hear something I'll let you know". Bear in mind that the handyman immediately reported back to BD from his truck outside my home, so they have been ignoring this situation since Sept 10th. It's now Sept 16th and I still have yet to hear from BD. It appears they are still ignoring the situation in the hopes it will go away. It will not.

Everything I explain to BD is twisted into somehow making the customer wrong and the bad guy, they don't listen to anything the customer is actually saying to them, and they make one excuse after another.

Having a nice new front door was supposed to be a wonderful change to our home. Instead we have had nothing but bad experiences with BuildDirect, are still working on all the finishing like the molding, etc. Luckily we were able to hire a welder was able to resolve some of the more serious issues so we can finally use the iron door we purchased. Additionally, we have had to order special door hardware in order to make everything fit properly, and spent yesterday creating a cement threshold extension so the massive trip hazard (i. E. the bottom of the door) is corrected.

The amount of time and stress involved in this process far outweighs any money we may have saved by ordering from BuildDirect. Most of what BuildDirect tells you isn't true because they aren't familiar with the products they sell, and if something arrives with bad manufacturing, they'll try to put the blame on you. Their prices might be amazing, but as we all eventually learn, if it sounds too good to be true, it usually is. Stay far away from BuildDirect.

Called in and asked to match my current wood floors and they discontinued them. Alana was super nice and knowledgeable about the product and offered to send me a free sample to try and match before I purchase. As soon as we were about to get my address we disconnected. Alanna then proceeded to leave me a message on my cell and even texted me to finish the transaction. Hire more people like Alanna :)

I purchased 2000+ sq ft of flooring from build direct and I could not be happier! Olena went above and beyond to assist me with the sale, and the flooring was delivered quickly to my home. Great prices and so many great flooring options. I highly recommend using build direct for all your home improvement needs!

I was looking for a floor material for my home gym. I send out a email to builddirect.com customer service and got a response quickly from Oleno Kodak. Who told me honestly, to meet my requirement, I need to buy rubberized floor from elsewhere. Only rubberized floor easy on feet and knee.
I am very happy to hear the very honest answer that helped me avoided making a mistake.

Yingni
Little Rock, Arkansas

I apricate the effort made to help me solve my Tile problem. When you decide to remodel and realize the amount of extra tile you bought is not enough, and the Manufacture no longer produces the pattern. It's good to know a place like Build Direct exists. As close as the Sample came and as good as your pricing is. I was able to find a match, not perfect but close enough near me. I had reached out to 10 other suppliers, Build Direct was the only one who provided a sample that I could put down on the floor and get a good comparison. Thank you again Olena, for your effort.