Build.com

Ordered specialty hardware - door knobs and locks with split finishes. Worked with a rep using the online chat feature. He assured me that once I placed the order he would go in and make the changes so I would get what I needed. The order came and it was wrong. I called customer service and, of course, the apologized. They did send me an email with return instructions and a return label. That is where it stopped. I was told that someone would check with the manufacturer to make sure they can do the split finish (really?) and call me back. Crickets. I just called them after three days of no call or email and cancelled my order. Their loss... we are building a house and need all kinds of stuff. Don't waste your time. The money you may save will be quickly eaten up with your time having to chase your order.

I was in the process of remodeling my bathroom and once I came to the final selection of the products I wanted, Build.com had the best price by far! Beating out ALL the competitors not only on price but on estimated delivery dates. Once order every product met or exceeded the delivery date. I also love the tracking system they have. They send you an email and all you have to do in click on the tracking button and it automatically shows you where each product ordered is in transport.

Final cost came down $1,000 compared to the competitors and I received all items within a week. My order included: toilet, sink, T pipe, specialty shower head and fittings, and faucet.

Subsequent to placing an order for cabinets that were mysteriously in limber I eventually reached someone in customer service who could take action. Previous calls only indicated order was on hold but no one could tell me why. The customer service rep released the order and I eventually received the cabinets. Once opened, they were well worth the money and were of good quality. It is unfortunate that only one person at the company was able to help me as apparently this was a 'quick fix' at their end.

I ordered a Kohler sink and it came severely damaged. Had to chase down customer service to get a response. They sent out a second Kohler sink promptly after some aggravation with customer service rep on phone and emails. Second sink came damaged as well, not as severely, but chipped in front corners. They obviously have a lack of care in their packing dept. because the sinks were not properly wrapped to protect them from damage. I now have 2 damaged sinks which weigh 130 pounds ea. Sitting in my living room. After not hearing back from customer service, I am now on the phone with a supervisor who is finally taking care of the situation.