Build.com

Purchased bathroom fixtures for time-sensitive home improvement project, based on low price. The items were delivered late and not within the promised time frame.

Requested a return. Now have to pay $150 shipping fee?

Waited all day for their shipping company to pick up the items, but they never showed up.

Now they want a 20% stocking fee on top of the $150 shipping fee -- because of their mistake? How is this company still in business with their shady practices?

Customer service is awful too. Do yourself a favor and stay away from this company!

"Build.com - SIMPLY THE WORST"

We purchased almost $1000 worth of merchandise through Build.com. Because of a mistake on our end, we ended up wanting to return the whole order.

Build.com was willing to allow us to return things for a full refund, minus return shipping costs. Even though the merchandise was still new, I doubt we would have been able to sell them without taking a larger loss.

I should also say that during the purchase and shipping process to me, things went without a hitch.

Very pleased with their customer service. Because of this, I certainly would not hesitate to purchase through them in the future.

I purchased $630 worth of tile and other building materials on August 10 from Build.com only to be told after a week that they could not provide the items and would refund my $630 to no avail. It is now August 28 and the money still has not been returned with numerous excuses. I should have checked the reviews first. In my opinion these people are crooks. Why are they selling stuff and taking your money and not have the product(s) to sell?

Ordered bathroom fixtures and light for a remodel. Order was delivered promptly considering mountain passes have been closed periodically due to severe weather lately. There were more than a dozen items and everything was shipped exactly as ordered.

Have only gotten a couple of pieces from our order so far. They expected delivery dates are not even close. We received a use faucet in the correct box, however the faucet was not even the correct faucet on top of being a used faucet. The customer service is garbage. I can't even wait to see what kind of shape our bathroom vanity is in when it finally arrives. My guess is it will be going back as well. Wish I had read the reviews in this site prior to ordering.

Update: After posting my review on SiteJabber, Build.com immediately responded with improve my situation. Although they have not corrected the inaccuracy on the website, they did refund my shipping cost. Thank you Build.com and SiteJabber.

Original Post: Although the customer service individuals are polite, they are unable to resolve issues. One more than 1 occasion I have found information presented on the site to be incorrect. An item that showed as in-stock, in-fact was back ordered. Build.com should have displayed and notified me if an item is back ordered. They did not volunteer this information. Only when I contacted build.com 5 days after the order was to be shipped, did they let me know it was, in fact, back ordered.

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.

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.

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.

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 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.

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.