Build.com

I recently stumbled upon Build.com looking for door locks. Of course I went to Home Depot / Lowes first and neither could accommodate what I was looking for. I needed oval interior exterior door knobs and dead bolts keyed alike. Seemed simple to me. I used the online chat and spoke with Hillary and told her the sku# I was interested in and what I needed. She handled everything and dropped it into my shopping cart so I could order. Pricing was competitive too. Then I had an issue with the product quality from that manufacturer and build.com also helped remedy that issue for me as well. One of the best customer service experiences I've had all year. Will definitely be buying from them again.
- Scott

We ordered a new vanity for our bathroom and when it was opened we saw that the marble counter was cracked. I immediately called Build.com and the customer service person made my husband take pictures and email them to her before taking any action. She told us that the company would figure out what to do with the 255 pound damaged one... then never got back to us. When I called to follow up, they told me to "just keep it". What am I going to do with a 255 lb. broken vanity sitting in my 1350 square foot house!?! I called back a 3rd time and the person I spoke with said "there are hauling companies in your area". Gee, thanks, next time I'm buying from Home Depot, jerks.

On the line now with 'service' and have been listening to elevator music. They're currently experiencing higher than normal traffic or some such. Anyhow, thie is the second order in week that's gone sideways.
I reordered a previous item that disappeared to an unknown address. Paypal indicated correct shipping address, but completed with fictional.
Cancelled Order #******* on website, but it's only temporary cancellation.

A good customer experience is welcome, but a bad one is forever. Two in a row?

Okay. Just received an online cancellation and refund acknowledgement. So maybe the posted 'temporary' cancellation is not effective.

I have used Paypal for years without a shipping address screwup like this. I'm not a tech type, but I suggest the build.com/paypal interface is faulty, completing the order with a similar existing customer name.

Ordered a 72 in vanity with mirror. First shipment was lost. Second one arrived damaged on the inside. Reached out to customer service. Just asked for touch up paint. They now say they will provide a $250 credit to pay for the paint OR I can recrate the unit and return it for a refund. I'm 72. It weights 750lbs. So I'd have to pay to return it. I could not possibly be more disappointed in this whole process. Customer service, shipping, product, vendor. All of it. Don't buy from them. They don't stand behind their product. Customer service person was horrible. Kept changing her mind as to what she could do.

I am a custom bathroom contractor and all my buddies told me to stay away from Build.com because back-ordered items never ship on time. But I had to try, what an idiot. Shipping day arrives and I get a notice it will be another month, but they are "very concerned and want to let me know". I have a feeling that somewhere in that large system of theirs they knew a while ago that they weren't going to ship on-time but did nothing. Knowing a week ago would have made all the difference. No customer service, not responsible, and as a result, I am not able to do business with them.

In short, we recieved mixed parts in a kit, causing us all sorts of issues with lost time and ended up with spare parts, which this company then turned around and tried to bill us for. We contacted our credit card company and disputed the second billing. It was removed. Now Build.com is trying once again to bill our credit card for wrong parts they sent to us. Stay away... they have no scruples, no sense of customer satisfaction... You've been warned. Their website is sleek and friendly looking but behind the scenes are people who would rather get the quick buck and are unwilling to accept their responsibility in sending out the wrong kit parts (shower door kit)

I bought an Frigidaire A/C from Build.com. I did a lot of research before I contacted them. Their representative was very helpful even though my purchase was not that large. The unit arrived in fairly good shape, but I can see how merchandise may be in excellent shape when received by the transporting company, but arrives in considerably worse shape when it reaches the customer. Overall, I would recommend Build.com to others for their helpfulness and their prices. Shipping is the only reason I didn't give 5 stars.

Not only does their customer service remind me of customer service from the 1960s aka "your business is very important to us, just to expect us to solve any problems, but their review system is rigged. I attempted to rate a product I bought with 3 stars and curiously, their system "is not working. Please try again later" So I did, three times. Funny how when I changed my rating to 5 stars-there were no ratings less than 5 stars on most of the products I looked at, it immediately went through.

I purchased two lights and returned them two weeks later - unopened. I have confirmation from UPS that they were received and signed for. Build refuses to give me credit for both lights. I called three times and each time the 'customer service reps' said they'd look into this and get back to me. They didn't. I'm still trying to resolve situation through my charge account provider since Build thinks I should pay for lights I returned.
BOTTOM LINE: In my experience, Build.com is dubious and dishonest. STAY AWAY!

Build.com is nothing more that a service, not a supplier. Order from them, and they place your order with another company. Shipping is thus delayed, and the price can exceed that of ordering directly from the supplier they'd use, commonly an easily available website. That's precisely what happened to me, when they placed my order with another company, and the agent confirmed that they maintain no stock at all. They simply place orders.

On hold times for customer service was unacceptable. Beware of return policy. Ordered over $500 worth of items and they would not allow a return of a $75 item I did not need, even when I offered to pay a re-stocking fee. Bad business. I'll stick with Amazon from now on.
EDIT: after voicing my complaints to the company via email, a customer service rep reached out and made the return so I've added 1 star to this review. The telephone hold time was still too long and the first customer service rep I contacted was useless. In the end, they made it right but I shouldn't have had to fight that hard.

I paid for two day shipping (outrageously high $) on my first order from Build.com. Their own shipping documents shows Order Date as Thursday and Ship Date as Friday. Package shows up mid day Tuesday, business Day 3 (Friday, Monday and Tuesday). Called in to ask why I paid for 2 day and got it in 3 days, and was told "Oh no, we don't count the day that we ship it as a day". I end up missing my customer's date (angry with me) and paying outrageous shipping cost. Lesson learned... don't do business with these guys because they don't represent themselves honestly when they advertise "2 day shipping".