Build.comReviews of build.com

I wish I had read these reviews before I ordered. The shipping company called at 2pm he will be here in an hour. At 4 I called him back -oh I was just going to call you. I have truck troubles. I called build.com because getting through to Estes was impossible. On hold for 25 minutes When the rep came back on he said the driver said he’ll be here by 5:30. Really? Thought he had truck troubles. We will see but I’m not hopeful I’m getting anything. Good luck to me getting my money back. AVOID BUILD.COM

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.

One star is still too high. I ordered a bunch of materials, including two rather expensive toilets that I was told by Sevin (Their salesperson) are "comfort height", when they are in fact NOT - I had even sent them the specs on what the industry defines as comfort height. They wanted to charge me almost the cost of one toilet to return them!! OUTRAGEOUS!!! I am a designer and project manager in the building industry, so I will be sure to steer clear of these thieves and I will alert my associates.

I ordered a $458 Justice Design Group bathroom bar light, on October 29, 2019. It came on time with 2 damaged globes, out of 6. I contacted them immediately & spoke to Janis, 24 hrs for replacement. Alissa, I spoke with in 48 hours. She would get it sent out immediately. 3 days later I spoke to Rose. Replacement light would be sent, even though I just wanted to exchange 2 damaged shades. Email the next day said they were out of stock. I should expect it in February 2020! Emails coming in today (same day) says 5 in stock. Someone is deceitful. DO NOT BUY FROM BUILD.com! Update, after contacting JDG, they made it right!!! Thankful for Customer Service Rep Tanisha at JDG! The light is beautiful and I will purchase more from JDG

Terrible, sent damaged shower pan and I had to wait (6 emails and 8 phone calls) to finally receive my money back. Now they say I have to dispose of the damaged product myself! A huge pallet and 4x5 fiberglass shower pan. Absolutely a joke of a company. Look elsewhere

I would not recommend Build.com to anyone. After ordering $3,500 in parts for two bathroom remodels which both toilets and one sink arrived destroyed in pieces with both bases broken on the toilets, Build.com said that they don’t haul away broken items delivered. Apparently, I am supposed to count myself as lucky that they delivered replacements for the items I ordered and paid for. They told me that they feel I am responsible for the shipping company that they picked and did not give me an option on picking my own shipping company. They have refused to pick up the two broken toilets and sink that arrived in a hundred pieces and feel I should pay to have them disposed. I have been in business for 20 years and have a Master’s Degree in business and have never been told that because of Build.com’s damaged goods, I, as the customer, must pay with dollars and time to get rid of the broken items they shipped me. Where I live in Massachusetts it is over an hour drive each way to the closest dump and it will cost me over $100 for them to take plus my time and gas money. But that apparently is not a concern of Build.com. Also except for replacing the destroyed items, they have not returned my phone call or email in three weeks. So if you don’t care about customer service, your time or your money then you should shop with them. Otherwise I would go anywhere but with Build.com. My order number was 72068053 just so you know this is a real, very unhappy customer.

They promise 2 day shipping and charge $200 for it and give you a delivered no later than date and when your full order doesn’t arrive they then offer you a $50 credit. Customer service is rude and not helpful nor do they care that not having a product in full doesn’t help a subcontractor complete a job. Use anyone but build.com for your orders.

My refrigerators were delivered a week later than they were promised and I spent tens of hours on phone and email. Everyone would promise to follow up and never do it. the communication was horrible.