Build.comReviews of build.com

Paid over $500 for a sconce. Ordered in early April and arrived today. Not even the dimensions advertised. Lucky if it is 15" in width. Deceptive marketing-the item is worth under $100. Learn from my mistake-a scam! This business should be investigated-the owners locked-up.

On 21 March 2021, I placed an order at Build.com for a Kohler Santa Rosa toilet. My credit card was charged right away for the price of the toilet which was approximately $300. A week later the shipping company delivered several boxes from Build.com to my house. A few days later my contractors who were working on our bathroom renovation indicated that incorrect item was delivered: instead of one Kohler toilet two Toto toilets were delivered to me. The packaging slip that was attached to the boxes indicated my name and order details for Kohler toilet. I immediately reached out to the Build.com customer service. After approximately 40 minutes of wait time I was connected to the representative who assisted me with the return or the items which were sent to me by mistake by Build.com. A week later the shipping company came to pick up the boxes (which were unopened since original delivery), however, they were not able to pick up the boxes since they were missing a pallet on which the boxes were originally delivered. This was due to the fact that my contractors discarded the pallet together with some of the construction debris in. I called the customer service again. After an hour wait I spoke with the representative who indicated that they can’t pick up my order without a pallet (even though all the packages are unopened and in the same condition as they were delivered to me). I was suggested to go to Home Depot and seek for a new pallet there. Since I don’t have a car which can fit a pallet into, I sent another e-mail to Build.com requesting to resolve this situation since it was obviously not my fault that Build.com messed up my order (my order was never delivered and I was stuck with two toilets I never ordered). Shortly after I received a call from Build.com and the representative indicated that they will arrange the pick up of the boxes by UPS (who do not require the pallet). She also indicated that I will get my money back shortly after the items are picked up. The next day the UPS guy came by and was able to pick up only two boxes (one toilet) since Build.com provided him with only two labels (while I specifically indicated that there are 2 toilets in 4 boxes). After correspondence with the customer service again I was assured that they will send additional two labels. The next day the same UPS guy came with ONE LABEL for 0.5lbs package (!) and obviously did not pick up the second toilet since there are two boxes and their weight is definitely more than 0.5lbs. I sent another e-mail to the customer service but they responded that I need to “call in and ask to speak with a manager”. After my request to provide the direct phone number of the manager or ask him/her to call me (I don’t have time to spend additional hour waiting on the line and explaining the entire story from the beginning) there was a radio silence - Build.com customer decided to stop responding on my e-mails. • As a summary, I have never received my original order but was charged for it. It’s almost 3 months that I am dealing with Build.com and trying to get my money back for the order that I have never received. They suggested that I talk to the manger and stopped responding to my e-mails… I’m currently dealing with my bank to dispute this fraudulent transaction with Build.com. I would never do any business with this company!

No customer service. Need to cancel an order and have been on hold for 60 minutes with now end in sight. Not worth the small amount of money you think you might save. Go somewhere else.

Build.com is a sham. We spent $696 in March, and were told the order was backordered multiple times. Three months later, still no shipment. They are now claiming the order was cancelled due to the items being discontinued. We still have not received a refund of any kind and are out the $696. Do NOT buy from this company unless you want to give away free money.

Ordered several items last year. All went fine. This year items were placed at UPS without my knowledge, no one informed me to pick up the items. They sat there a week and now I waited an entire day for a toilet that never arrived (we verbally set up a delivery date two days ago) SO DONE..BUILD.COM GET YOUR ACT TOGETHER!!!

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.

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.

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.