Build.com

On Nov 2,2024, I placed two orders on Buid. Com, Inc (Chico, CA) (a. K. a. "Ferguson Home" and "Build with Ferguson"). The company charged my credit card $1,156.36 and $1,116.42. The first of the ordered items was shipped straight off, as it should have been. The story of the other (order number *******) is truly sad. On Jan 3,2025, I was promised via email that it will be shipped on Jan 30. On Jan 24 the promise was to ship on Feb 5. On Feb 24 they promised to ship on March 11. On March 15 promised March 27. On April 16 they promised to ship on April 27. Their credibility in my eyes dropped down to zero. I repeatedly asked Build. Com to cancel this order and refund my money (which they kept for no good reason for many months). I keep getting in response new promises to ship the ordered item, and no refund. I retained all their emails for possible legal proceedings. I won't back down in the face of this blatant breach of contract. I will get my money back via credit card or, if necessary, via the court of law. Naturally, I will never again do business with Build. Com and warn others to avoid it: every name Build. Com uses should be a red flag.

Error on my part with shipping address. But how can you argue when address doesn't exist. Then they send response that it was delivered when the UPS tracking indicated that status changed to "return to sender". Then filing a claim or communication to them is difficult unless you want to talk with a CSR whom is reading from screens vs any resolution skills. Basically their response is: we ship, they said it delivered and you lost your product. They offer to file with UPS but you will pay for shipping. Estimate starts at 1/4 more of your order. Hmm sounds like a "no thank". I paid my stupid tax to learn not to use Build.com / Build with Ferguson. Always leave a positive. The photo of the non product was nice..

No updates from Build.com regarding this delivery except one email over a week ago saying the item has shipped. Even though there was a place to input a phone for text updates regarding delivery. R&L Carriers delivered this to the bottom of the driveway and left a $2,500 refrigerator in the rain. Their website said they could deliver this to the bottom of the driveway despite their moto being "We ship anything, anywhere, anytime!" so we were actually prepared for that. However, in combination with no text updates this is super uncool. Lowe's delivered our oven and dishwasher to the front door. I will never use Build.com again.

The app is non functioning. I think that the people on the Chat lines are Bots. Given phone numbers with real people on the voice mail who never returned my calls. Delivery service is treble. Was not informed that 540 pound article was arriving until they were at my door. And then I had to get it from the truck on the street, down the driveway to my front door. No warning. It was a disaster. Lowes were terrific. Beware of this company..

This company resales and your product is shipped from another company. They do not inspect or have any quality control over what is shipped. I received damaged products that could not be installed. The products were not damaged in shipping since the parts were made of steel. I sent them pictures of the parts and simply requested replacement of the damaged pieces. They denied my claim and refund. I escalated damage claim to pay pal. Let the buyer beware. Other legitimate companies sell the same product and are concerned with their image. Apparently build.com only cares about themselves.

From a Pros perspective, they fairly routinely ship the wrong products. If you're a Pro don't expect actual Pro pricing. I've found several items that are the same or only a less than 2% discount. I've talked to my rep and he only said they did some restructuring.

There is better pricing elsewhere. Not worth the hassle.

They are scammers, they claim to offer a 90-day return policy, which is completely deceptive. I bought a dishwasher and as soon as we installed it, the device immediately started having problems, making a repetitive electronic noise every 15 minutes constantly. We requested a return since we were within the return period, and they replied that they could not accept the return because it had been installed. How were we supposed to know before installing it that the device would fail? Were we supposed to have prophetic vision? They are thieves.

I bought a very expensive toilet for a client via build.com's trade program. The item arrived quickly, but arrived damaged and unpalletized (it's nearly 170lbs). Their customer service asked for a few pictures and was quick to be very apologetic, told me to toss out the item and that they would had processed a refund for the purchase. After a few days of not seeing the refund show up anywhere on the order, I followed up and was told it was being investigated for fraud and that they would get back to me. The next time I followed up the following week I was told my refund was denied due to some unnamed and undisclosed fraud; this after I shared pictures of the significant damage to the toilet, and was told to toss it in the garbage. Take about a bait and switch. I'm sure my credit card will have my back on this, but build.com/ferguson are garbage companies for having the audacity to making me do this extra work after already sending me a damaged item. Avoid these scammers at all costs!

I went on to the website to order a refrigerator and freezer. I was told it was in stock and would be delivered within 4 weeks. I placed my order in November and am still trying to get my items. When I go on the website it's actually showing in stock but Ferguson is telling me I can't get it until March. I will never do business again with them or recommend them to anyone.

Been on hold for over 45 minutes (second call about build's failure to email me 2 return labels) and still no answer. If you call to purchase, they answer immediately. They sent a shattered toilet basin that I was forced to dispose of. Still waiting for return labels for the other 2 parts. Still on hold...60 minutes later...

A month ago items were sent to the wrong address and have yet to be picked up. No one answers my call - how? Why? I've even called the shipper to pick up and it still sits 7 hours away from me, or else I'd have driven it back to the warehouse myself. Such a shame because the front end delivery was excellent. Except to the wrong address.

Ordered item 11/27.
Received email confirmation 11/28 stating product " leaves the warehouse in 2 days."
Received email 12/4 stating product is " backordered."
Backorder means after 1/29.
Purchased similar item and asked build to pay for expedited shipping.
Build representative ended chat.
I recommend nobody shop with them. I won't even use Ferguson anymore as I am so dissatisfied with such terrible customer service.

Hi, I have twice ordered the same product. The first time they did refund. The have both times shipped to the wrong address. I have no idea how this company can be this incompetent both items were ordered of amazon and shipped by build not amazon. The first package went to a different zip code. The second was delivered to a locker. This is not the shippers fault they are putting the address in wrong. Do yourself a favor and find another place to buy or spend hours on the phone like had to.

They advertised two Kohler bathroom accessories as made in the USA that were actually made in China. They offered a refund if I returned the products which is a hassle because it delays my remodeling project.

The product arrived damaged and I refused the shipment - and shipment tracking shows it arrived right back to their warehouse four days later! It has now been THREE months since that refusal and I am still waiting for my refund. I have spoken with four different customer service reps - each of them telling me that they processed my refund and that it would take 3-4 days for it to arrive in my bank account. Yet, here we are, still no refund. Three months. Perhaps their policy is to stall as much as possible in hopes to get the customer to give up. Not happening - especially with an $1,600 item. DO NOT BUY FROM THESE PEOPLE! They are crooks.

We ordered a vent hood and kept it in the box and wrapped in the plastic for three weeks until the kitchen was ready for it to be installed. When it was installed we then took off the plastic wrap and found that it had a small dent in the upper left. Build os refusing to replace it. Will never order from Buold again. Poor customer service. All other companies would gladly replace a damaged product. Very disappointed

I'm a contractor, they delivered a mini split instead of the shower base I needed, they couldnt/wouldn't send a replacement for another week or more, didn't even offer to expedite or some kind of partial refund for all the money they're costing me, and to top it off I have to bring the whole mini split system to a ups store if I want my refund processed

What a joke, lesson learned from wandering away from wayfair and trying something else.

Just received an order of tile. No problem with the on-line order process and material was delivered when promised. HOWEVER, the tiles look like they came from the chipped and broken pile factory reject pile. 92% of the tiles--yes I looked at each one--have one or more chipped places. Several have a yellow stains (the tile is a light gray/beige color) that appear to be from some liquid substance that spilled/splashed. This was a small job and I only needed 3 boxes to finish out the project. Tried to save a little money, but next time I'll know better and use my local flooring dealer. The price is right at build.com, but you get what you pay for.

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.