Build.com Reviews 454

Do not rely on estimated shipping times. I had used build.com a few times in the past and it was fine until a time that I needed an item delivered by a certain date. Half of the product arrived on time, but what they failed to mention is that the second piece was coming from somewhere else and was a week out from the first piece. I had to delay my project because of this. Some time has gone by so I decided to give them another chance. I was wrong to do so. Again the estimated arrival date was wrong and they barely shipped it on the day it was supposed to arrive. When I asked when I can expect it to arrive and they couldn't tell me since it had just gone out. When I asked them to cancel it, they conveniently told me that since it had gone out they cannot cancel it refund my money until I return the item. I will never use them again and strongly advise anyone to purchase anything through them as well.

I ordered a Kohler bathtub in March and didn’t get to install it until May. After opening the package, my contractor discovered that the tub was broken along one supporting edge. Since it was over 30 days from the purchase, I didn’t know if I could still get it replaced.

I chatted with Build.com customer services online. They told me to send them some photos. After reviewing the photos, they decided to send me a replacement bathtub. They even find a tub within the state to get the replacement to me in 3 business days. It kept my project going without delay. That is above and beyond. Thank you, Build.com. Keep up the good work.

The level of incompetence with customer service is staggering. We ordered a full set of Kohler products. We review what was sent and a trim valve was missing. We contact them and they say "oh, we will get you another one". Later in the day, we get the "oh, we're not sure it's available" and we get an update its on backorder for a month. That was in November!! We get monthly updates on each "fake" shipping date that it is delayed another month. We finally say screw it and order a similar looking one so we can actually use our new shower. If they had been upfront about delays, we could have just ordered the similar one and been done with it. But when they keep promising you a product and keep you on the hook, that is infuriating! And sorry, but the "covid delay" excuse is B.S. after more than a year.

So this new incompetent rep, Sara Larsen, seems helpful at first, but when she bills us for a rough-in valve that we don't need, she becomes even worse than the previous reps. I have sent multiple emails to her in the last 4 weeks to get help and her solution? just stop emailing us! That's just beyond unacceptable but apparently the way Build.com does business.

Solution? most certainly take your business elsewhere to a respectable company and not some anonymous, fly-by-night online place. I have learned my lesson and you have been warned.

The products are great, but customer service is an hour hold minimum. And there is always an issue. First time, I received dented hood. The second issue, was the appliance was sent to the wrong address. The freight company lost the appliance and they were given the wrong address. I have spent +3 hours/ 3 days on the phone trying to get both companies to approve and fix the mistakes.

I ordered a faucet it was scratched. After waiting on hold for 30 minutes they shipped me a replacement. The replacement came in a box that was poorly taped together and clearly had been another return. The parts were flung in the box and pieces were missing as the box they shipped me had holes in it. As a result the new faucet was also damaged. I held for 30 minutes yesterday to get someone to replace this 2nd one. After I described the problem he hung up on me. Called again and after 40 on hold minutes gave up. Now I’m on hold again writing this review. Bad customer service and can’t imagine why someone thought it would be ok to ship me the original faucet box with no protection. It’s a $650 faucet so exasperated.

I ordered a sink that has yet to come despite a promised delivery date. I needed to source one from somewhere else so that the install wasn't delayed. I tried unsuccessfully to contact Build.com 4 times - twice by phone with over 40 minute hold times and twice via their online portal. Have yet to reach anyone.

Had to return 2 items. The one that was sent in and received over a week before the other still has not been refunded. Had to wait on the phone over 30 minutes to speak to someone to be told wait another week and call back. Which means I have to waste another 30+ minutes again.

Customer service is horrendous!
I ordered a light fixture, which was shipped out immediately, however arrived broken. I called several different times (waiting a minimum of 20 minutes each call) to get the problem resolved. They finally sent out a replacement globe for the broken one...it also arrived broken. It came inside a cardboard box in a plastic bag. No bubble wrap or any protection. Ridiculous! My latest call resulted in a 30 minute wait time and then the person hung up as they answered. While I like the fixture, it’s going back this time. I’m not dealing with a company who has such little regard for their customers. Do they know they can invest in a recording system that will allow them to return calls to customers without having them wait on hold forever?

Customer service is awful! I waited one hour to speak to someone and they quoted a 30 day warranty policy when their website said 180 days. I will never purchase from this company again! The worst!!!!!!

We purchased a light fixture and it was missing some parts when it arrived. We called and talked to Maria in customer service. She was able to find the missing parts needed and shipped them out in a timely manner. We were very grateful for the quick and friendly response. We will keep doing business with Build.com.

I ordered wall sconces from Build.com. The quality was not what I had hoped for, so I requested to return them. The site says it will take 2-3 days to get return labels. After 7 days, I spent close to an hour on the online chat to chase them. The labels were magically emailed that day. I shipped the lights back on the 16th, and confirmed they were delievered on the 22nd. The Build terms say refunds will be issued within 5-7 business days. SEVENTEEN DAYS later I spent another hour waiting to chat on line. The chat representative said "I'll issue the return now, you should see it in 2-3 days." I will never order from them again.

BUYER BEWARE! This company used to be good when they first started then turned bad. My credit card info was on file in my profile and charges were made on it fraudulently for items I never ordered. Fortunately, I was able to dispute them with my CC provider.

I made an inquiry, via the online chat regarding a specific tile, which did not show in stock. The representative stated I needed to order it first, then they would provide a potential shipping window. When I further explained my cause for concern was related to online posts the tile may have been discontinued by the manufacturer, the representative abruptly ended the chat.

Our Kraus sink came within days of ordering (May 2021) and it is in excellent shape. It was boxed extremely well so that there would be no shipping damage. I originally had called Build.com customer service due to a question and I did not have to wait long to talk to a nice rep. Our experience has been excellent.

Build.com is a black hole for customer service. Purchased a $1000 wine beverage cooler and a 5 year warranty. The cooler is dead and the 5 year warranty worthless as you must use their service provider who does not answer a phone or return service request online.

100% do not buy anything from build.com

I buy save a self tie and elt each .Some part missing, the supose send me missing part ND they told me that they going to contect manuf., water for. Weak , I did not get part, so I asked to return. They charge me for return.

I will never shop here again. Customer service is awful. I received a defective product and asked for a return label. I received an email saying they would send a return label in 2 or 3 days. After 4 days, I emailed and received an auto reply with no help. I waited two more days, and same thing. After 10 days, I called and waited on hold for over an hour before somebody finally picked up. The guy was very nice, but he said they hadn't sent the label because they were waiting on photos of the defective product. I said nobody had ever asked me to send photos! And the item was still in the box. (I never even took it out because I noticed the defect.) It was such a nightmare that I ended up just paying for the return myself, as if I had changed my mind. They should have at least inspected the product when they received it back and refunded the shipping when they realized it was defective! It takes FOREVER to receive the refund after they receive the product. One of the worst companies I have ever ordered from! Don't do it!

Customer service anytime you tell a paying customer that they’re too busy to speak to you is awful. I have purchased a couple of things from them which was ok. But the customer service is awful they leave you on hold for 45min or longer. They really need to train them to talk and deal with customer problems. Never again

Build.com used to have decent customer service. Not any more. I have tried to reach customer service by phone and by email for weeks and literally waited for hours on the phone waiting. No call-backs and silence on the emails.

I will look for alternatives to buy from now on.

Horrible I set up a project, they send the deadbolt and the 2 knobs are not coming for 3 months, then I order 2 different knobs they tell me 2 days and it’s not coming for 2 weeks. Nightmare company