I purchased two wall fans at $248.06. Upon checkout, the company promoted a discount code of $24.81 and I ultimately ended up paying $223.25.
3 weeks later I get charged the $24.81 that they discounted off.
What a rip-off! Never again.
Wish I could give them ZERO stars. I was advised that my products would ship within 2 days (17 days and counting for a replacement set) and that the fixtures were new (tool marks on the pipe, damaged shower head, smudges and water marks all indicating that this was a returned item). My sales rep has not returned any of my calls or emails. Never Again!
I was in the process of remodeling my bathroom and once I came to the final selection of the products I wanted, Build.com had the best price by far! Beating out ALL the competitors not only on price but on estimated delivery dates. Once order every product met or exceeded the delivery date. I also love the tracking system they have. They send you an email and all you have to do in click on the tracking button and it automatically shows you where each product ordered is in transport.
Final cost came down $1,000 compared to the competitors and I received all items within a week. My order included: toilet, sink, T pipe, specialty shower head and fittings, and faucet.
Thank you for your feedback! We appreciate your business. Please let us know if we can help you further for any remodel needs.
Build.com
Subsequent to placing an order for cabinets that were mysteriously in limber I eventually reached someone in customer service who could take action. Previous calls only indicated order was on hold but no one could tell me why. The customer service rep released the order and I eventually received the cabinets. Once opened, they were well worth the money and were of good quality. It is unfortunate that only one person at the company was able to help me as apparently this was a 'quick fix' at their end.
I've ordered before from Build so I didn't hesitate to order cabinets for my laundry room. Two weeks into the order I still didn't get an update other than confirmation of a est. Ship date. No further communications so I called - twice. No one knows why this was put on hold (they had their money weeks ago). Still waiting for a response. This has caused numerous problems, additional expense and hardship as everything is in disarray pending the completion of this project. Very disappointed in this last order and this may very well be my LAST order.
I ordered cabinet pulls/knobs for our new custom home. Great quality, service was speedy and efficient. I was impressed with the communication and updates when one of the items was back ordered... they updated me right away, gave me an estimated ship date and pulls arrived before that date. Everything was packaged very well. Love all the items! Will definitely use Build.com for all my future building needs.
I ordered a Kohler sink and it came severely damaged. Had to chase down customer service to get a response. They sent out a second Kohler sink promptly after some aggravation with customer service rep on phone and emails. Second sink came damaged as well, not as severely, but chipped in front corners. They obviously have a lack of care in their packing dept. because the sinks were not properly wrapped to protect them from damage. I now have 2 damaged sinks which weigh 130 pounds ea. Sitting in my living room. After not hearing back from customer service, I am now on the phone with a supervisor who is finally taking care of the situation.
We apologize that a part on the item you ordered arrived damaged and for the inconvenience this has caused. We work hard with our vendors to ensure that all items are shipped in adequate packaging so they will arrive in excellent condition. We are sorry this was not the experience you had. I trust the supervisor will handle this situation and deliver any necessary coaching to the customer service team members that you have spoken with previously who have not resolved your situation.
Again, our sincerest apologies.
Build.com
I recently purchased a bathroom sink with stainless console and saved over $500.00 from what my local plumbing supply house wanted for the same sink. And it was delivered within days. Also bought $700+ of cabinet hardware. Good prices on the hardware which was not available at any local stores, and my order was delivered in days. My experience with Build has always been positive.
Delivered as offered. The only site with a discounted price. We will use Build.com again after three good experiences. Our last purchase was a Delta faucet. A much better price than Amazon. And they delivered quickly.
They ordered the wrong product when they realize their mistake they told us to refuse delivery which we did and six months later they have yet to refund us our money. Whatever you do do not give these guys your credit card number! Crooks!
I'm so very sorry to hear about your situation with getting a refund to your order. This is not how we normally handle our refund process. I will private message you to get your order information as most likely something occurred that we can rectify.
Thank you,
Molly
Build.com
I bought a microwave. Shipping was delayed 3 times. Once received- I called to request a return and was told no refunds are accepted with ANY appliances. The policy is buried in their site. This company should not be allowed to be in business!
The scheduled delivery of a wine fridge has not showed up at our house yet, they are supposed to call on that day for delivery or leave a note but we have had neither, so far we are 3 days later than scheduled delivery
I was reading the reviews before placing an order on this site, and I hesitated, I finally ordered, and my order came in 2 days with free shipping. Got an email when in shipped with a tracking number, an no problems at all.
I guess it all depends on what you order, and the other thing is unhappy people are more easily writing a bad review than happy people will write a good one
This was my first time having to buy so many items for a house we are building. I actually worked with one customer service rep - Corey - and he was wonderful. He was very knowledgeable and easy to work with. I found prices to be great and usually got free shipping. The only reason I didn't give 5 stars... is the return policy. I actually never really gave it any thought... but then I needed to return items and since the items came from different suppliers, they would have to be shipped back separately-UGH! Shipping the items back would have been more money than to just keep and try to sell on my own. For the last few items I need, I've gone to Lowe's---easy return policy there. :)
Ordered lights for a commercial project and our credit card was charged immediately. The order was cancelled the moment we found out the lights were not available. We were told our charge would be immediately refunded. A month and a half later they still have our money despite repeated conversations and emails reassuring us that the return was imminent. We would never consider doing business with this company again and believe they should be reported to the Attorney General's office in California.
I ordered a sconce as a replacement for one which had vanished. The missing sconce turned up the day before the new one arrived. We spoke with the Build.com folks and they were 100% cooperative; emailed & mailed a return label and gave us a refund within 3 days of their receipt of package.
We will choose them for our next purchase.
I am in the design field and bought a shower system. It arrived damaged, which is not their fault. I have been calling them all week, been on hold for over 30 minutes, and can't reach anyone to help me get a replacement. Horrible customer service. I am writing this post in the hopes that they see it and contact me. Once this is resolved, I will take this post down.
Build.com has competitive pricing, quick shipping, easy returns... if item is damaged they will pay for shipping otherwise customer has to pay if you decide you just don't want the item HOWEVER, on both my returns - more than 3 weeks later, I have still not been issued the credits on my credit card even though build.com says they have credited me. As a result, I will not be purchasing anything more from them.
I'm very sorry to hear about the delay with your credit. Typically, once the return is received, we do credit through our system. The money goes back to your bank and it can take 7-10 days depending on your banking institution, for the money to appear back in your account. We are happy to provide transaction ID #'s as well of said refunds for you to take to your bank to verify they have received the refund. I will message you to get your personal details so we can resolve this issue.
Molly
Build.com
I had problems with the salespeople on Build.com chat. Rude, condescending people. I have experienced several of them. Giving out false information when you ask for supervisor or owner. It feel like a group of kids that are handling customers. They don't appear to have any management supervising their actions.
I will never deal with them again as they need David and Christian to straighten them out,( the owners.) I was so upset with their actions I will write the owners and let them know what is happening with their employees.
I bought almost $2000 worth of product and overall was pleased. However, one of the light globes developed a crack on it and I sent a note in. The response I got was that they are only a third party seller and I must contact the manufacture for any warranty issues.
What poor customer service... let's just send a customer to someone else rather than handling it after they sold it to me.
Thank you for your feedback Peter. For most lighting brands. We are able to cover the warranty for up to one year from when the order was placed. I would be happy to look at your order if you would like to send me your order information. My email is franco.taxera@build.com
The acknowledgement one receives after placing an order doesn't include the pertinent details of the order making it impossible to confirm the order was placed correctly. Additionally, the photos on the acknowledgement are generic photos and don't match the order.
A Customer Service Rep who promised to resolve my issue and be back in touch within 30 minutes - didn't ever reach back out. This was repeated several times by several reps for several different orders. In general, the follow through by Customer Service is negligible.
An order that was cancelled (and confirmed by Build.com as cancelled) was charged to my credit card and shipped to me anyway.
An order that was delayed twice was promised to ship via overnight service but was shipped ground.
Emtek product is purchased and shipped through an intermediary resulting in longer lead times than if purchased through almost any other vendor.
After giving Build.com a fair try, I've resolved not to use them again.
We sincerely apologize for the lack of communication you received when you contacted us for support and for any inconvenience that it may have caused you. Our goal is to always be available for our customers and to provide them with thorough follow-up. We strive to offer our customers reliable and dedicated service and we regret that this was not your experience. We work hard with all of our vendors to process and ship orders as quickly as possible. We strive to offer excellent service to our customers and to meet all of their requests and we regret that this was not your experience.
Build.com
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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Thank for posting. This is not a Build.com practice after giving a discount. I will message you for your order information so I can see what has transpired.
Thank you,
Build.com