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Build.com Reviews Summary
The company has garnered significant criticism regarding its customer service and product handling, with numerous reports of damaged items upon delivery and inadequate support during the return process. Customers express frustration over lengthy wait times for refunds and poor communication, often feeling abandoned after issues arise. Despite some positive remarks about the efficiency of the ordering process and product variety, the overarching sentiment indicates a lack of reliability and accountability. This suggests a pressing need for the company to improve its quality control and customer service practices to enhance overall customer satisfaction.
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Ordered two appliances from build.com. One showed up on time, the other just went into the abyss. Status has said "preparing to ship" for over 3 weeks. I have gone through their customer service and all they do is say someone will investigate and contact me within 24-48 hours.
Never happened. Never communicate etc.
Now my projects is complete and I am still missing the appliance. Thanks alot
I spent a lot of money ordering light fixtures for my company however, almost half of what is delivered is either not working or poor quality. I buy a lot of items online but this company is a fraud. I have attempted to return the merchandise however, they give you ally kinds of reasons not to. This experience was a nightmare to me.
I would be happy to assist you in looking into the issue with your return being set up. Can you please email me your order numbers at franco.taxera@build.com. Please reference your review in your email.
I'm a homeowner who ordered a Panasonic vent fan with heat to install in the ceiling of our master bathroom, which has radiant heat in the floor, but is drafty because of a high ceiling. It would replace an existing exhaust-only fan, but the electrician first checked the wiring for the two-function switch I bought and the electrical panel in the basement, said the wiring in the house wasn't adequate. I decided not to rewire and return the vent/fan, but Build.com is going to deduct the $19 or so return shipping charge from my refund of about $200. Only defective items can be returned free.
This is my second order. The first, I cancelled because it was delayed months. I thought okay maybe the item is not in stock and I have not time to waste. However even for my second order. The same thing! I don't recommend!
Thank you for your feedback, sometimes have longer lead-times that others and product pages can only provide estimated time-frames. I would suggest that before ordering, contact us and have one of our reps get in touch with the manufacturer to give you more accurate lead times on special order products.
When the item was taken out of the box, the item was so badly damaged. I then called build.com to tell them the issue and I was offered a return or replacement. Of course i said return. I can't trust the company anymore after looking how badly the delivery service dented the item. Then they had to contact the delivery service to ask them to pick it up first and then i can get a refund. BUT i then found out 2 weeks after my call to build.com that they said it may take the delivery company to pick the item up within 30 days. So after 30 days i will definitely get the refund but if its within 30 days... i can't do anything. After waiting 30 days i called and followed up. I told the rep that i didn't get any updates nor the delivery service came to retrieve the dryer. I got the credit immediately and said to keep it or dispose it. I was left with a broken dented dryer. In which i had to throw it out myself! The item was left with me 30 days and on top of it... disposing it myself. HORRIBLE service. I will never shop here again.
Thank you for your feedback. I apologize for the experience you had. For the dryer, sometimes you can contact habitat for humanity and they will come pick it up from you.
I hadn't noticed the return policy said that you have to return stuff in original packaging. My bad and my loss. Will go to a place that provides SERVICE next time. Better yet, let the contractor order and, for his slight mark up, ensure towel bars etc don't delay your project and result in project overruns.
Game changeing prices and customer servce! Great deals! Great info! Great help! As an industry professional opinion f it saves you time and money and offers a unique product it can provide value to your business. Thanks build.com!
Great selection, easy to order and return online, fast shipping! The quality of items was as stated and was shipped in original packaging with instructions. Thanks!
We're a large remodeling company and we a pro-account with Build.com, we've been with them for about 10 years, We spend well over $100k a year with them (plumbing fixtures, lighting & appliances). We LOVE build.com! I have a pro account rep and have rarely ever had an issue.
I bought a ceiling fan which was very good. And a small table fan also good. I didn't have any problems so I didn't need to communicate with any service reps. The items were delivered intact and in a timely way. All went well. Thank you
They do not stand by their products. We experienced multiple errors in the project process. Even after spending thousands of dollars, they do not stand by anything or admit their mistakes.
I'm a general contractor and have been using Build.com for several years. I've never had an issue until now. I ordered special order door hinges and then asked a rep via chat what the recommended item number was for ball tip finials. She recommended a finial with hinge pin and even processed the order for me. I went to install the hinge pins and they aren't compatible! Instead of taking responsibility for the screw up she said she didn't remember the order. I asked her to pull up the transcript from the order and she said it wasn't available and that they had switched the system to a new one. I now have to order new hinges and new finials at a much higher cost as well as pay someone to switch out all of the hinges. Her response to me was that she's only making $40 on the new order and there's nothing she can do. Meanwhile I'm going to lose a couple hundred dollars and that's my problem. I'm losing money and she's complaining about making $40 with the click of a button! Terrible customer service!
Thank you for your feedback. I apologize for the inconvenience this has caused for you. Please email me that order number at franco.taxera@build.com Please reference your review. I would like to look into this further for you.
We experienced a problem with a jacuzzi we purchased through them (the fault of the manufacturer, not the fault of Build.com) and the sales rep we worked with went above and beyond to make it right for us. We also purchased a number of other products for our bathroom renovation and everything else went smoothly. Will definitely be using them anytime I can for any home renovation needs!
Oh my god there are some many discounts right now its unbelievable! Super good and amazing quality products! Absolutely no problems no matter what! Keep up the good work!
I had ordered some corner cabinet pullouts. Unfortunately did not work for my cabinet so I had to send them back. They were excellent to work with, paid 1/2 the shipping which wasn't cheap and refunded the remaining monies promptly. Would definitely use this company again!
Great price and excellent return policy however that was not needed since I have a beautiful chandelier!
Most everything I ordered arrived quickly and in good condition. When a toilet arrived that was broken they sent a replacement right away and I was not charged for shipping though I was told initially that there might be a charge if I were to return the unit. Overall my experience was very positive, their prices are good, they have access to nearly every home improvement manufacturer, and their staff was very helpful when making product choices.
I do not recommend using Build.com.
The product doesn't leave the warehouse within 1-2 business days. The handles i purchased are still not shipped on the 4th day. Also, no delay information is provided and customer service is useless!
Thank you for your feedback Nazar. Could you please email me your order number at franco.taxera@build.com I would like to look into this further for you. Please reference your review in your email.
I've purchased a few items in the past from Build.com and haven't had any issues. The sales adviser's have been friendly and helpful. They carry a ton of products and the prices always seem fair. Plus they will match other competitive company prices that are lower... Will be spending more with them in the future... Thanks..
Zero stars, this business needs to get sued by someone. I ordered 3 ceiling fans from them and the sales guy recommended I also purchase 2 additional items for the fans (down rods, and mounting bases). Turned out I didn't need the additional items so I returned them. After they were received Build.com refunded $67.14 from the sales total of $145.05. The $77.91 that was not returned was deducted as "shipping charges". $77.91 for shipping of 6 items never opened and weighing no more than 10 pounds? Really? Buyer beware, these guys are thieves! Obviously I will never order from them again.
Thank you for the feedback. If items were sold to you and not needed I agree that return shipping should not have been charged. Please email me at franco.taxera@build.com I will be happy to fix this to you. Please include the order number and a reference of your review.
From the business
The Build.com Network of Stores also provides a unique shopping experience. With specialized sites committed to a more narrow focus, you're sure to find exactly what you're looking for. Each site digs into a single home improvement category, and featur...
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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
Thank you for your feedback. Can you please email me directly at franco.taxera@buid.com with your order number. I will be happy to find out what is going on with the missing appliance. Please reference you review in your email.