Build.comReviews of build.com

My customer selected an item from them, I have never dealt with them before. Waited weeks for the door to be delivered, when it came it was damaged. Packed it up, hours on the phone with them. Ahi ping co. picked it up. Weeks later the new door came in damaged, this time I saw the damaged and refused the door. More time on the phone and they sent new product. Weeks go by and still no door, today they charged my card because they are saying I didn’t return product. I’ve payed twice for a door I don’t have and have waited months.

I ordered an instock item on Jan 7th. A few days later they said it was backordered and delayed a week. A week later they added another week. After two weeks they added another 2 weeks. Thankfully I was able to cancel. I have tried to order from them before with the same crappy results. I guess I will never learn. Unfortunately they bought Supply.com that was well run - another business ruined by Build.com. However the refund was pretty timely, only a couple of days. How do these people stay in business?

God forbid you need to talk to customer service. Get ready for the loooong wait. The prices arent worth it. Had a light fixture with missing part. After 55 min wait time they said they would send out part via overnight express (2nd time I contacted them, 1st was via chat and they failed to get the part). OOPs. next its backordered for 3 months. Time critical renovation project. What a joke. and they wont take the return either because we started the install before the part is missing. if your time is worth anything avoid them. Note: I wrote this while on hold for a chat (3rd time.)

I ordered 5 doors and two of them were the wrong door. It took over two months to receive the doors and they messed up the order 3 times and finally asked for a total refund. Hold times to reach their customer service exceed 45 minutes. There representatives are nice but don’t have the experience to perform simple transactions. Web help is not functional and tracking of merchandise is almost impossible. Delivery dates on the website are incorrect. Do not use this company for any merchandise.

In need of new toilets and unable to find them in stock elsewhere, I went ahead and bought them from Build.com, despite finding very negative ratings here and on SiteJabber. Before I hit "buy," I messaged with a rep and told them my misgivings, saying that I was wary of purchasing given the negative reviews. I also said I understood it was a self-selecting group that posts on these sites, i.e. we are all more likely to record our bad experiences. While acknowledging there wasn't a whole lot she could do, she immediately gave me her direct email address in case of any problems. She also waited while I completed the purchase so that she could have the order number and make sure my order came from the nearest warehouse. The next day I got a phone call from someone at the freight company Build uses, confirming the delivery date (three days later, I believe), and I got an email from the freight company telling me to open the package as soon as possible and to take pictures, etc, if anything was wrong. Long story still long... the toilets arrived in perfect condition and work perfectly. I felt compelled to report this positive experience.

Don't buy from build.com. I ordered a Kohler tub last november 2020. They delivered in December and it was the wrong tub in the box. The part# on the box was right but the tub was not correct. I returned the tub and the reordered the tub again. Just received the tub 2 weeks ago and its the wrong tub again. Terrible!!!! I'm asking for a full refund.

AVOID AT ALL COST!!! I purchased a washer/dryer pedestal form this company and found they did not have a built in drawer. I was looking to exchange these for a more expensive version with drawers but their BS policy will not accept returns/exchange on appliances. First, how is a pedestal considered an appliance!? It's an accessory for an appliance! The product page does not clearly show the item is non-returnable or exchangeable. I do not recommend this company at all!

I ordered 3 outdoor lights in early August 2020. One of the lights was defective. I was sent a replacement light and told that I WOULD RECEIVE A RETURN LABEL IF THEY WANTED ME TO RETURN THE ITEM. When I didn't receive that label, I called the vendor again and I was assured once again that this was indeed their policy for returns. Well, I was charged for the light in December after storing it in my garage for months and finally donating it to Habitat. Tough luck for me!! Beware their return policy, and insist on a return label.