I'm building a new house, I bought everything including the kitchen sink from Build.com. They were a pleasure to deal with from the beginning, from their website when I was shopping, to their customer service reps when I placed my large order. They literally had everything I needed for plumbing my whole house except the plumber and pipes. Build. Com's prices could not be beat, I compared their prices to many others, infact others had a lesser product for more money. Building a new house I saved about $12,000 from the next best priced seller for the exact same products. I received everything in good condition, correctly, and on time or faster. A++ for Build.com.
I ordered a door handle. Only after I checkout and pay do they announce 6 to 13 weeks lead time. In week 14, nothing arrives, they then tell me that it's gonna be another 2-4 weeks. Of course the web site stated "preparing for shipment" and they did not even send me a note to announce further delays. Leaned my lesson and I would not recommend the store.
All they wanted was my $$$. No response from Jay my salesman when requesting status several times. Said UPS lost my package but checked with UPS and they never received the package. Have requested a refund, so we'll see how that goes.
I use Build as a supplemental supplier to the remodeling business I have. The shipping has always been flawless, and that's good, but the customer service is what seals the deal for me. If there's ever a problem with a product, they take care of it in a very fair and quick manner.
Was assigned a "pro rep" which sounds great but then becomes complicated as everything must go thru them. If you have a question, want to place an order, make a return they have to be available. So you leave a message and hope they get back -- mine often didn't and then often had excuses why didn't follow-up. Place a couple orders and (presumably) Build.com's warehouse made several errors in the shipment to where what was sent in the box didn't match the order which didn't match the packing slip. Trying to get them to resolve their own issues -- just to get them product back that their records didn't even show were sent -- was next to impossible. I've heard others have good experiences but mine has been bad every step of the way.
Thank you for your feedback. I would be more than happy to set you up with a new pro rep. We can find someone who will be able to work with you much better. Please contact me at franco.taxera@build.com
We are building a new business and found everything we needed. Our orders were all delivered on time and no damage. We had one item that was damaged during packaging but as soon as I called, they sent a replacement before even picking up the damaged item. Thank you so much. We are customers for life.
A bathroom vanity I'd received developed a crack while under warranty. The store sent a duplicate and asked me to return the first one. It involved removing it, which was a big job and then installing the new one. When it arrived and I saw that the packaging had been seriously damaged, I sent photos to someone in the president's office. She was wonderfully responsive and helpful. What could have been impossible was made easier by her attitude and efforts. I've found that the people in Customer Service can't always do what those in the executive office can, and I'm so grateful that this worked out as it did.
I ordered a cartridge for a Grohe shower system yesterday and paid $54 to get it shipped overnight. When I checked the status today, the order has not even left the plant, and the overnight delivery starts tomorrow. They indicated they had 22 of these in stock so why it takes them two days to get them out of their warehouse beats me. Also I had to wait 56 minutes before I could speak to someone. This is ridiculous.
I ordered a bathtub from Build.com. They sent me two emails saying it would be delivered via freight service on Monday. My husband changed his schedule, staying home from work to receive the order. Monday noon I decided to call to see how long it would be. Turns out the order was not scheduled for delivery that day. So now my husband has wasted a day and I have to take time off next week to stay home and wait for it. Idiots. I'll never order from them again.
I order a sink vanity and it came to me with a chip. I'm now told I either need to bring this item to the dump (which I can't even lift the thing) or have Habitat for Humanity come take it away. I'm stuck dealing with a mistake I never even made. Don't shop from them!
Overview
Build.com has a rating of 2 stars from 663 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Build.com most frequently mention customer service, credit card and next day. Build.com ranks 3132nd among Home Improvement sites.
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- Chico, CA, United States
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
I'm very sorry to hear that your order was delayed and your sales rep didn't respond to your messages. We do try to respond to all of our customer inquiries in a timely fashion, but circumstance can sometimes delay our responses. I am messaging you privately to get your order information so we can resolve this for you.
Again, our apologies for your unpleasant customer experience.
Build.com