Build.comReviews of build.com

Unbelievably poor customer service - wait times routinely >1 hour for chat or phone support. NO communication on cancelled orders (the agent said it was cancelled as I was looking at the status realtime on the website which said it was preparing to ship). Incorrect status shown on the website (said "Delivered" when agent confirmed it was backordered). Really, really horrible.

In the past I've purchased a LOT of items for home remodels. Recently, I tried to get pricing for a large group of items. I could not get a reply by phone nor by email for over a month. When I finally did get a reply, the sales person notified me that the best they could do was "possibly" match prices I was able to find elsewhere, but they couldn't even touch prices I'd found at Home Depot or Amazon. Ever since Ferguson Plumbing purchased them, they are nowhere near the same company they were.

If I could give zero stars I would. I bought a medicine cabinet for $ 207. It turned out that it’s the wrong size. I initiated a return request 2 weeks later and they’re charging me 150$ for shipping costs!!!! I’m like I’ll pay for shipping you don’t have to, but the fee is still the same. The item was in great condition and wrapped well when I received it but what kind of business model is this where they make it impossible for you to return??? Stay away.

Wouldn't cancel an order 5 minutes after it was placed. I accidentally ordered a water heater that was natural gas instead of propane. Don't buy from these crooks.

Ordered a solid oak toilet seat, picture shows solid wood, not veneer or finger jointed. Seat arrived all finger jointed, and does not look like oak. I have been in construction for years and I know my woods. I don't have the time to hassle with Build and from the reviews it appears that they don't refund money. Won't ever buy from again

I ordered a toilet and installation kit on a Monday. Then I read the reviews and was like "what did I just do, I'm headed for a nightmare". Company said kit would be here Saturday and toilet 7 to 10 business days. On Thursday I got a call from delivery company saying toilet was ready to be dropped off. Saturday the kit came. All the way from Virginia to Wisconsin in 4 days. Home Depot only 1 mile from me wanted 100 dollars more then Build It. I am quite pleased all the way around.

I purchased 3 Toto Drake toilets from Build.com. I was leary based on the reviews but honestly it was the best experience I have had. The toilet pieces arrived unbroken, perfectly packaged and they always kept me informed as to when I was to receive my next shipment. My take away is: Do not always rely on reviews because you may hear more negative, then postive.

I ordered an item and received something similar but not what I ordered and would not work. Waited hours to finally get ahold of someone who supposedly created return and it looked legit but then somebody along the line denied the return even though I was sent the wrong item. Replacement items had already been sent and canceled. The customer service I just spoke to told me if it gets denied again just sell it on FB marketplace, tf no, send me the right thing or come and get your return. Does not appear at this time that either is going to happen.