Build.com

Be aware of the items you order. They decide what items are returnable but they don't tell you this at the time of purchase. In my case I ordered a replacement part for my refrigerator. It turned out to be the wrong part and they say it cannot be returned because it is an "appliance". They say they can't accept returns for that manufacturer when the part came from their warehouse not the manufacturers. When I asked where on the ordering page it said this was an appliance or a non returnable item they had no response. Any company that does not accept returns with no questions asked is not a company that you should do business with!

Returns Take Forever to Get Credited. I will definitely think about before I ever order from build.com again. I think its a slow roll process unfortunately just will cost them customers.

I probably have spent thousands of $$$ with build.com over the years on a house restoration... this time with a outside lights I will have to think twice before I ever order again.

Beware... make sure what you are ordering you wont be returning...

I bought a faucet and it was leaking by the handles. I explained in detail what was wrong and he understood completely and thank me for the detail. He sent out a brand new faucet right away and told me to make sure I was satisfied with it before I sent the other one back. I was very thankful for the quick service. I have bought many items from this company and have had no trouble with anyone responding back. Thank you build.com

We have ordered from this Co. For years. I recently tried to place an order and because I am a builder, they force you to wait on hold for the last person that you ordered from. If they are not available you need to leave a message. Further, I had to call 13 times to place my last order, and pretend that I was not a professional. The item is out of stock but they took the order anyway. I called today to inquire as I received a partial order and they did not pick up for 23 minutes. However, if you CHAT, and pretend that you are not a professional, they pick up right away. No way to do business with repeat customers. I will never, ever order from here or refer anyone, to Build.com, again. I gave one star because there was no ability to leave NO stars.

Damaged items shipped:
Since the company won't publish this review on their website because it doesn't meet their "website guidelines" I will post it here.

Ordered light fixture for master bath:

The light fixture itself was beautiful. First shipment arrived damaged. Unit bent on one end. They claimed it was the shipping company. Second unit arrived bent on both ends. I didn't even bother to call again. I had a friend bang out the bended end that wasn't to bad, but you can tell that the one end was damaged when looking at it mounted. I just got tired of dealing with your company. You could tell by the taping of the boxes that the units were not in new condition. Shame on you. I will not be ordering from our company again. The product itself would have been beautiful if it arrived in new condition.

I would put less than 1 star if possible. I'm doing a full remodel and I innocently placed an order for a toilet and then canceled it. It's been almost 3 months and I still cant get my money back. I used my apple pay and ordered a toilet I've never seen and that was returned immediately after shipping since I canceled my order. You will never see your money returned to you if you change your mind or make a mistake ordering - BEWARE - I am out over $800 dollars. I have called and I was able to get thru once after 2 hours of being on hold... only to be told I should see the money in a few days. That was two weeks ago. I have sent emails and call almost daily and just wait on hold. I will go any where but here...

I ordered a shower door, and was told it would ship in a week. This was my 3rd, and last purchase. Three weeks later, on my 3rd call to check on the status, a very nice guy said the shower door would ship in another month. He was very apologetic, almost as if he'd had this conversation many times before. Once again, I had to cancel order and I finally learned my lesson. Their prices are good, and products look great on the website. But the service is absolutely horrible. I feel bad for the people who work there.

I had ordered an item from Build.com, it arrived and was the wrong item for the job required (this was not error of build, but error of manufacturers identification number). So I attempted to refund it. The page to request a refund is supposed to email you return instructions. They didn't arrive. A week later, I requested again. Still nothing. Emailed customer service asking if I could please have return instructions and was told that they had been sent out and now it was too late to return for refund and must return for store credit.
AMAZED that it was the fault of the company and now I am on the hook.
I asked again for return instructions.
They again did not arrive.
I again asked for return instructions to be attached to email.
Once again, reply was useless and did not have the information I needed.

All I can say is, they clearly have policy in place to ensure that you will not get your money back if you buy from them.
DON'T do it.

I purchased a cast iron kitchen sink which came with some defects in the finish and needed to be returned for a new sink. The local delivery company which delivered the sink missed not only the first scheduled delivery, but also a second delivery needing to set up a third date. Very annoying when you schedule to be home for a day and no one shows, twice. When I needed to return the first sink for a second I explained the poor performance of the delivery company, Build.com not only arranged a change of sinks for me but also changed to a different local delivery company. Everything went smoothly and the new sink is great. I can't thank Build.com enough for their professionalism.
Dan

I am managing a bathroom remodel. I bought the wrong drain and the plumber pointed that out. It took time to get the framing done due to the carpenter I hired and so when the plumber came and told me I had the wrong part it was after 30 days. Build.com has a policy if it is after the 30 days, you will not get your money back but an "in-store credit". So I have to buy something from this lousy company again to get somewhat of my money's worth. I will never use them again.

I called Build.com to discuss with customer service the correct wall mount for a hand held shower. I had purchased one and the plumber said it was incorrect. I then spent the rest of the day going to four different hardware stores to try and find the correct one. I explained my dilemma to the support rep and he looked on line, called different vendors and sent me various options. He then waited on line while I talked to the plumber to make sure it was the correct part. When the part was decided on, he took the payment information and even looked for my previous order of the day to try and combine them so I would not have any shipping charges. I have dealt with allot of contractors and housing issues with the loss of my home in Harvey, and I was so impressed with the level of service Build.com has shown.

I am an electrical contractor and I ordered two parts on build.com for a client. I had a deadline to get the job done. It involved replacing a heater. It listed over 80 of the items in stock. A few days later I get an email saying the part had been discontinued and refund issued. A few days later I get an email saying I received a credit for the second part on my order with no explanation why. Yet another site that acts like they wharehouse their own merchandise but is simply a middle man that does not put the man poser into making sure it's available inventory is up to date. Second time I have had this issue with them and it will be the last.