Bought a Kingston Brass faucet from Build.com, connector was defective and cracked along the seam filling my upstairs closet with water, twice. Called to complain, "not our problem, call Kingston Brass" even though I bought it from them.
Expect to spend all day trying to get a refund from Build.com. I've been working on this for 8 hours today. We will never order from this company again and should have double checked the other poor reviews on Amazon that showed people were having the same issue we had.
We ordered 2 toilets through their site on Amazon and both arrived broken (one the tank, and one the base). Exterior boxes were fine. After 16 emails back and forth, with description of damages and photos attached to all (which they at first denied receiving), they finally said they would issue a refund but it was up to US to dispose of the toilets. This means we incur the cost of disposing of something that they sent broken in the first place.
I ordered a bathtub in May 2021, I need it for physical therapy reasons. They took my money immediately. Every two months, they moved the delivery date. Every time I called or emailed, they said they would get back to me but never did. I just cancelled today and hope they really do refund my over $3000. If they would have given me an honest answer, I would not be as angry.
If you are thinking about buying an appliance from Build.com DON'T in their fine print they don't take appliances back. I bought a microwave and they considered it an appliance. I am willing to pay a restocking fee or even pay for shipping, but when I brought that up they kicked me from their chat. No where in the order process did they intimate that that all sales are final.
If I could give less than 1 I would. They let you place your order, take your money and give you a tracking number. The tracking number is non-existent and their email on the order form bounces back. I am turning this over to my credit card company as a fraudulent charge. Stay away from these thieves
Do not order from them or any of their affiliated companies. There is no one to speak with who can provide reasonable explanations for denying returns. I am sorry, the product was as ordered, but their return policy makes no sense if they wish to retain customers.
The customer service is top notch. If you're patient you can snag item you want for reasonable prices during sales. They have a lot of stuff that places like Lowes or Home Depot don't have, especially lighting fixtures.
Bought multiple items, had to return 1 and reorder which I did. HOWEVER, the reorder was shipped to a town a half hour away from me. Tried calling customer service, no one takes my calls or responds to email. AND my credit card is charged but I have no product. Going on day 3 now trying to reach them. Also they received my return- lets see if I have to chase them down for a credit. You can buy the same product at the same pricing elsewhere.
Build. Com made my remodel project so much easier as I could order all of my appliances at one easy-to-use site. I was impressed with the quality and variety products. The bonus was a $700 manufacturer rebate that Was advertised at Build.com.
I have restored a 1930's American bungalow; each light fixture came from Build.com.
I even had my own ongoing sales rep each for each order.
Because this cottage is on the water I used reproductions of Nantucket styled fixtures and classic pendants.
In all I ordered 11 fixtures and was enormously pleased... each time I met the quota for free shipping.
A hassle free and satisfying experience... for the acquisition of stylish fixtures.
Thank you, Build.com
Below please see the fixtures I ordered.
Five stars!
Bought lights for a kitchen remodel. Received them in 4 days. When the builder claimed their were problems with 3 of the 5 lights, I had replacements 48 hours later (turned out only one light was bad). No questions asked. Excellent customer service and prices were very competitive.
After 3 weeks I'm still waiting for tile that was supposed to be delivered in 4-5 business days. I just received a second notice so my project is even delayed longer. Don't use this company if you have a schedule to keep even if the prices are lower. It's not worth the frustration.
Received timely email had issue with cracked medicine mirror but called and had a new one sent same day good customer service reasonable cheaper then local big name company for same product will order again
One of the items I ordered arrived broken and it was impossible to get in touch with anyone at customer service either by phone, email or live chat. I cannot understand how they can still be in business. I will never use them again.
Frankly - I am baffled by so many sub-par reviews. We are a builder in Central Texas, and I do quite a bit of business with Build.com. I usually speak with the same customer service rep, and she has been nothing but helpful and professional. The items always get here when I need them to, and I've never had an issue with returning items I purchased too many of (even a month or more after the fact). The quality of their product is identical (sometimes better) than anything we would get from local suppliers such as Lowes or Home Depot. It does pay to shop around a bit - sometimes Build.com is cheaper, but sometimes local shops are - just depends on what you are looking for. I will definitely keep using them.
Placed an order to be shipped to a family member. Simple, right? Not with this retailer!
Long/short, refused to ship order unless I provided a document connecting me to the recipient. $100 worth of specialty lightbulbs, and claimed their internal fraud team needed evidence of relationship!
All they're doing is collecting names, addresses, phone numbers and credit card info to be used for?... in my opinion.
The also complained that I didn't sign up as a customer and checked out as a guest instead!
Many other places to shop. Shame on you Build.com!
We were refurbishing a number of rooms/bathrooms and bought multiple products from build.com including a Mirrored Bathroom Cabinet (K-*******) for $313 which they advertise on their site that can be mounted on surface. When product came, it didn't fit our bathroom so we returned it. They refused to pay for shipping which cost $113. NEVER, EVER will I do business with these people again. They are nasty.
I'm very sorry you for the confusion with your order. We do not pay return shipping, as we do cover the original shipping out to the customer, on general returns as is stated in our return policy online. We cover shipping if your order is defective, not if you decide it isn't what you want for your project. You can view our return policy here: https://www.build.com/support/returns
Thank you,
Build.com.
I ordered several items for modernizing two bathrooms. Prices were ok as well as product variety. Shipment was quick and reliable, except...
1. One item went on back order without notifying me. New shipment date was arranged via chat. Actually nobody cared. Product arrived on a completely different date, no call up-front, nobody at home.
2. The toilets came without hardware to fix them on the wall. Only then I learnt that you had to order the hardware extra. The price was prohibitive. Although I chatted with an "expert" during my order, nobody made me aware of this. Good customer service is defined differently.
Have found very good pricing on almost everything. Shipping is fast, packing is excellent, returns are smooth and simple. The only thing that could make it any better would be if someone came and did the job for me!
Every customer service rep I spoke to was kind, polite and helpful. This company stands behind their products and even pays return shipping. I bought a lot of things from them and highly recommend Builder.com. All of the items I purchased for a bathroom remodel were outstanding quality. Not what you find in building supply stores
Overview
Build.com has a rating of 2 stars from 668 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
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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
We apologize for the difficulties you dealt with throughout your experience with us. We strive to provide a streamlined ordering process with prompt customer service follow up and we regret this was not your experience. Our dedicated customer support team is available to help answer any questions and assist in placing orders. For further assistance, please feel free to contact us at cs@build.com. Thank you.