Build.comReviews of build.com

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.