Build.comReviews of build.com

Build.com's website said 50 of the spice racks I wanted were in stock. I ordered three of those 50. A week later, after more than a half hour on hold, a representative told me they had none in stock, she didn't know when they'd be back in stock, and the earliest the items were expected to ship was several days AFTER the 2-4 business days the website said they normally ship. She said she would call somebody, try to expedite the order, and call me back in about 10 minutes. A day later she had still not called me back. By that time, it was too late to receive the items before my project's deadline, so I tried to cancel the order. The website had no way to cancel the order, even though it had not yet shipped and there was no shipping date on the horizon. I had to wait on hold yet again simply to REQUEST cancellation. It took yet another several days for the cancellation to be confirmed.

So, the Brizo faucet in Nickel is AMAZING, right!?!? We'd been waiting almost a year to pull the trigger on purchasing it. Finally did and ordered from Build/Faucet. And that's where it began.... First, the page listed that there were a few in stock, super excited! But, we were notified via email A WEEK AFTER PAYING for it that there weren't any in stock, and it was a month wait. OK,... well we'd already waited a year what's another month. No probs. When the package finally arrived we were crazy excited. Opened the box and it was instantly apparent that the Brizo box had been opened before, (was'nt sealed from the factory). This was an open box, a '2nd' if you will. Most likely a return item. This had been taken out of the box before! There was a defect on the sprayer head and one of the parts that come with the faucet wasnt Nickel, it was replaced with a chrome part! What the heck! Brizo is the best, period. This did not come from Brizo/Delta like this. Contacted Build/Faucet. and they said they'd send another out right away and we could return this one. O.K., seems good, right?... A week later still no faucet and we get an email that stated we had to seal up the box and bring it to a UPS and ship it back. THEN 4-8 days after THEY receive the item they'll send a replacement. Once again, OK waited this long... But we called them anyway just to see if they'd sent a replacement out yet. NOPE. And now they said they didnt have the Nickel anymore and had no idea when they'd have more..... At this point I was po'd, but kept my cool. I thought, I can live with the defect on the sprayer, can you'all just send the nickel part I need? NOPE. They claimed Brizo was shut down do to Covid-19 and that was that. That was that????? $842.00 for a kitchen faucet and that was that. Hmmmm. NOPE. Got off the phone with them and I immediately called Brizo. Within two minutes had the part ordered and confirmed. Brizo was AMAZING and very interested in who had sold me this product as new, when clearly it wasnt new. They sent the product out free of charge. Brizo/Delta is a stand up company! Thank you Brizo for being awesome. As far as Build/Faucet. goes.... I'd never order another thing from them. seriously, never. Just my two cents, take it as you will...

I've been a customer here since 2015, I've purchased over $15K worth of items. I received a toilet which was cracked and it got lost in shuffle and never made it back to build when they issued the return 2 years ago. Now I am moving out, tried to call them to process the return and they insist on being unable to find a solution for me due to the age. They cannot even find me the actual tank which is cracked, so I can replace. AS I loyal customer I am Super disappointed in this response and unfortunately they've lost my business forever.

I ordered 6 items and was charged at the time of the order. On the day of promised delivery (13 days after order) I was notified all 6 items were back-ordered (to their credit I WAS notified) and a day later notified all 6 were on their way. Seven days later the package arrived with 5 of the items, no packing slip, marked carton 1 of 1, nothing to account for the 6th item. Request is in to Customer Service, but not too enamored of my experience with Build.com.

Spent at least an hour searching out just the right cabinet pull, purchased them online only to find out the next day that the product was discontinued and $$ refunded. I will not be buying products from this company.

During a recent remodel I had several contractors say not to go to local big box stores because many of the items sold in brick-n-mortar stores have cheap internals for supposedly the same stuff purchased at a commercial supplier (i.e. plumbing.) So I did some research and started buying from Build.com. At first, all seemed well and the customer service on the phone seemed great - the reps are willing to spend extended periods of time on the phone with you during the research/sales portion of the project. Phone reps tell you 'Call me directly with any questions or concerns, design and other needs and I'll help you directly.' That's great when you get them. Problem is, when there's an issue with an order all you get is the opportunity to leave unreturned voicemails and marginally returned emails. I've worked with several reps and the experience is consistent - you want to spend money? we'll stay on the phone with you for hours! You have an issue with an order you've already spent money on? we are nowhere to be found and avoid you like the plague! I've spent many thousands of dollars with Build at this point but no more. One rep who I spent at least an hour on the phone with creating a detailed order of items for bathroom remodels (toilets, light fixtures, shower plumbing, etc.) added a lot of things I didn't need, never asked for and was not made aware of until I received the email confirmation to my order - toilet plumbing supplies for instance, which I already had. These hoses, bezels and valves added an extra $100+ to my order yet he never mentioned ANY of them! Next, a light fixture I had picked while on the site and on the phone with the rep was fulfilled not with the actual fixture but by the rep assembling SIMILAR but not the same individual parts, resulting in my receiving something VERY different and unusable from the PART NUMBER I gave the rep over the phone. As soon as I opened the box, I immediately put it right back in the box and processed a return because it would not work for our needs. Build issued me an email containing only a single return shipping label but the parts for the assembly came in two separate boxes. They received both boxes and even sent me acknowlegement of such but only refunded the base of the light fixture (cheapest part) but CANCELLED the return on the more expensive shade! I spoke with another rep about this several times who claimed she was going to get the refund processed but never did/could over MONTHS of me bugging them about it. So basically Build STOLE $70 of my money and refuses to have any integrity around it - so now I have to turn it over to my CC company to fight it out. SEVERAL toilets I recieved came damaged in shipment, one so severely, it was hard to tell it was a toilet. The shipper they used refused to allow me to refuse the delivery, even though I opened the box with the driver standing there - who also took lots of photos of it. Basically, you MIGHT find some prices that are less at Build.com but you'll spend more time chasing issues, attempting to get any follow-up help, and being extremely frustrated; - not to mention the major impact on your project's timeline - by using them. Do yourself a favor and buy your supplies locally. It might cost a little more but at least you'll have some recourse when it goes wrong - something severely lacking with Build. I can NOT recommend using Build.com for anything more than window shopping as in the end, it's simply not worth it.

As just a homeowner, have spend almost $4000 on items from build.com. I recently had an issue with one of those items. I contacted build.com through online chat to explain the situation and just ask for the manufacturers information. As I was typing the explanation, the online rep. sent a phone number and ended the conversation ('chat ended' popped up). I hadn't even finished the explanation, all she had seen was the product info, which I sent in my first sentence. Ok, well, rude. Tried calling the number she provided - it was to another 3rd party supplier, not the manufacturer. So, the build.com rep. gave me the phone number to their competitor to call for my problem. Weird. So, I contacted build.com again to state what had happened. Received the standard auto-reply email stating they'll contact me soon. Nothing after a week so I sent another note. That was 4 days ago and still nothing. I will no longer purchase anything from this company strictly for this experience - terrible customer service and obviously they don't care (repeated attempts to contact them). Seems like they have a multitude of complaints for their customer service. Unfortunate because my experience prior to this was great. UPDATE: I responded to the email (direct) in the reply to my post the same day with no response (4 days). In my opinion, it appears that build.com is just making it 'look' like they are reaching out to customers with poor reviews to remedy situations but in actuality, they are not following through. Poor business practices. I do not recommend.

First let me say that prices are good and products are as promised. However... I have had the same experience as others with ordering items for a project, only to find out that an essential component has been backordered. I was also given a date when the item should be available, but then had the delivery date pushed back again and again. Also, I recently was offered a credit of $20 to write a review of an item. I did so, using the link in the email. When the $20 credit never appeared, I made several attempts to find out the problem. I had emails that were ignored; another time a customer service representative promised she would track down the answer and get back to me, but never did. I finally found a customer service rep who did respond, first asking for a copy of the original email, then saying that a credit would be issued, and then (when the credit wasn't issued) saying that they sent an email asking me to confirm my account that hadn't been answered, so I was out of luck. (I can't find that email anywhere.) It's only $20, but I am angry that I got the runaround and that build.com will not fulfill its promise to me. More than that, it indicates to me that the company does not really care about its customers. I'm heading elsewhere for future projects.