Build.comReviews of build.com

I ordered a washer and dryer 10 days ago. After 7 days and hearing nothing I called. I waited on hold for 45 minutes to be told they couldn’t tell me when my merchandise would ship, I decided to wait a couple more days, when I still didn’t see a shipment I called back, waited 30 minutes and was told someone would call me back, never happened. I received an email a day later saying my items had been back ordered with no expected shipping date. I spent an extra $400, ordered the set from Lowe’s and went to pick it up the next day. I still had to cancel my order so I spent another 45 minutes on hold before getting my order cancelled. Very poor customer service and no one seems to be able to get answers. Will never order from them again.

Ordered two locks from Build.com; one of the locks was defective. They told me to call the lock manufacture. They did not offer to refund my money or provide me with a new lock. Customer service is awful and difficult to access. Avoid. There are too many other reliable sites.

Did not receive shipment. I am in Delaware. It was shipped to California. They had no reason why. Timing was everything. Now I am waiting for the second shipment of drawer handles. Had to wait hour on phone to talk with someone. They said all their phones were messed up.

Ordered Moen bath vanity faucets and bathtub shower, water control and spigot. When it arrived it did not include the valves, just the shells. The listing did not indicate it was just the shells or even indicate what valves to order with them. We called them back for a return label. We then sealed the box back up with the Moen shells inside. We put the return label on the same box we received everything in, and shipped it all back. We just found out we were only paid back for the bathtub fixtures. Why? They said the return label was for only one item. Do business with these folks at your own peril. You will not end up smiley faced. They just said they are sorry, there is nothing they can do to fix it.

Order many products from build.com and being a Building Contractor ,that means I represent my customers when buying those products and I need to have prices and delivery times with in a few days and the dollar amounts right . Not the case with orders that I am dealing with now . The order was to ship in 6 days after several weeks still hasn’t shipped ,but did charge my card for the full amount. I was just informed that when you buy something at that days price that what you paid that day could be thousands of dollars less a few days later , as it was in my case . Was not able to adjust because of some 30 day rule even though it is a on going order . I am not talking 5% , I am talking 25-30% difference . With that being said I am giving Build.com a 1 star rating because there is no 0 rating .

I purchased an Elkay sink bottom grid in the wrong size. I realized this less than 5 minutes after I purchased it on-line. I called immediately to cancel and they told me they had already processed the order and couldn’t cancel. I explained to the guy it was the wrong size. He was very nice and told me he could take care of ordering the correct one for me. He took my cc info and ordered the replacement. The 2 sink bottom grids arrived the same day. The one he ordered was also not the correct size. I returned them both. Build.com issued return slips via email and acted as though they were taking care of the shipping cost. When I got my refund the amount reflected that they had just subtracted the return shipping cost from my refund.

I am so impressed by the customer service I received when I needed to return six boxes of vinyl tile. They waived the shipping fee when I asked about the vendor restocking fee, saving me over $100. Also, the agents I spoke with - Kennedy and Grace - were so patient, kind, and helpful. Seriously above abs beyond.

a full hour on hold to cancel an order that has never shipped (a month after order placed) only to finally speak to a rude customer support agent. Chat is absolutely useless.