Build.comReviews of build.com

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

I ordered two Kohler Memoirs sinks, which came with a Memoirs toilet. I ordered in December of 2019 for a new build. As my new home was delayed, I did not open and catch the bait and switch to a cheaper Mansfield toilet. I left voice msgs, chat msgs and emails all of which were unanswered until the warranty period expired. Then I was told to buy a new toilet to replace the bait and switch item. I'd like to give 0 stars. Build.com is not reputable.

Honestly the worst customer service I have ever dealt with. Got an email that something in my order was out of stock. Tried to call but waited on hold forever before giving up. Ended up trying the chat function on the web site but that took about 30 minutes. I finally got thru and cancelled the part of the order that was delayed. When the order showed up it included the part of the order i cancelled but ordered from someone else. I returned it to a local ferguson center over a week ago and still hablve not be reimbursed. The returned order was worth about $150 and to be honest it just isnt worth the money for me to spend god knows how much time to try to get it back.

I received a vanity light set and one of the glass globes was broken and Ferguson quickly replaced the broken globe. Upon installation I accidentally broke the replacement globe🤦 (you have to be really careful with them upon installation/don't tighten collar down too hard). They were so understanding and sent me a whole replacement at no charge!!!

They use sub contractors to ship and deliver it. I waited 13 hours for my stove to be delivered and it never came. Called the company and they said the paperwork from the driver said...skipped...closed... Next day they said would receive between 1-2 pm...nope. Called again and the guy said that the person lied to me when they said 1-2 pm. He said it would be here by 3 pm..nope..finally at 4 pm I received it. No accountability anymore. Just a lot of smoke blown to get you off the phone.

Doesn't deserve a full star just horrible customer service. Trying to get a refund from a return forget it. Part of their business plan to hold on to your money. This has happened to me twice and the only reason I shopped there again was they were the only ones to have stock. Stay away, never again!

I had bought a faucet from faucet.com (a build.com company) and of course the aerator was broken. It's a little plastic part that costs $1.78 and rather than returning the entire faucet I simply ordered a new aerator. Yes they then charged me $10.98 for shipping a small, half ounce piece of plastic but had to get house ready for an open house. The issue is they estimated delivery at max of 3 days; however, once I ordered and paid, I get a notice saying it was now going to take over 7 days to ship. Really - 8 hours after ordering shipping time jumps by over 130%? First the faulty faucet and then bait and switch on a part to make sure I order from them vs Amazon or Home Depot. And then I try to contact customer service to cancel order - 25 minutes on hold until I gave up (my time is not free). Guess I know why their customer service line is overwhelmed with business practices like this. Never again.