Build.comReviews of build.com

It’s a shame I didn’t read these reviews before purchasing. Over $3500 in 2 weeks spent and worst customer experience of my life. They delivered a damaged $1300 wine cooler and because it went to a remodel project and didn’t get opened that day, we called a few days after delivery when the damage was found, they said “tough, not our problem and nothing we can do”. Seems like that’s their standard response. Then got 3 toilets last week all missing pieces or damage. Called the day after I was promised the replacement pieces to be delivered, which of course they were not, and they only had record of one of the issues but nothing processed. Sent an email to the office of the president and no response. Still have a broken tank lid for a toilet... No one can seem to fix the issue. Beware! DO NOT WASTE YOUR TIME OR MONEY WITH THEM!

Total scam! Won't honor the price that is listed on their website for a Zline 48 in pro stove.

As just a homeowner, have spend almost $4000 on items from build.com. I recently had an issue with one of those items. I contacted build.com through online chat to explain the situation and just ask for the manufacturers information. As I was typing the explanation, the online rep. sent a phone number and ended the conversation ('chat ended' popped up). I hadn't even finished the explanation, all she had seen was the product info, which I sent in my first sentence. Ok, well, rude. Tried calling the number she provided - it was to another 3rd party supplier, not the manufacturer. So, the build.com rep. gave me the phone number to their competitor to call for my problem. Weird. So, I contacted build.com again to state what had happened. Received the standard auto-reply email stating they'll contact me soon. Nothing after a week so I sent another note. That was 4 days ago and still nothing. I will no longer purchase anything from this company strictly for this experience - terrible customer service and obviously they don't care (repeated attempts to contact them). Seems like they have a multitude of complaints for their customer service. Unfortunate because my experience prior to this was great. UPDATE: I responded to the email (direct) in the reply to my post the same day with no response (4 days). In my opinion, it appears that build.com is just making it 'look' like they are reaching out to customers with poor reviews to remedy situations but in actuality, they are not following through. Poor business practices. I do not recommend.

Sold us a damaged a Kitchen Aid hood. Dent in the front, clearly dropped on the side during transit. The item was shrink wrapped with no scuffs or scratches. Upon install, we found the marred areas and contacted them and said since our kitchen install was delayed by 10 days, we were out of the return window! Poor customer service. Only wanted to come ya a $150 store credit for a $900 item! These people are thieves.

I ordered 4 “dummy” doorknobs that I thought would match the other knobs in the house. Price was right, shipping was free. When they arrived, the color (brushed nickel) was awful. No choice but to return them. Went to mu Build.con account and started the return process and was advised that the return shipping would be $17.50, the price of the knobs was $20. Not worth returning and the response from build.com was... “return shipping cost helps us keep the cost down.” I guess it does, if I return them, they sell them again. I will not order from build.com again and will go straight to Amazon !!! - Order #70820471

First let me say that prices are good and products are as promised. However... I have had the same experience as others with ordering items for a project, only to find out that an essential component has been backordered. I was also given a date when the item should be available, but then had the delivery date pushed back again and again. Also, I recently was offered a credit of $20 to write a review of an item. I did so, using the link in the email. When the $20 credit never appeared, I made several attempts to find out the problem. I had emails that were ignored; another time a customer service representative promised she would track down the answer and get back to me, but never did. I finally found a customer service rep who did respond, first asking for a copy of the original email, then saying that a credit would be issued, and then (when the credit wasn't issued) saying that they sent an email asking me to confirm my account that hadn't been answered, so I was out of luck. (I can't find that email anywhere.) It's only $20, but I am angry that I got the runaround and that build.com will not fulfill its promise to me. More than that, it indicates to me that the company does not really care about its customers. I'm heading elsewhere for future projects.

They have sent the wrong product twice. Customer service says they will pay to send it back (It's two square feet of tile, which will cost more to ship than it's worth) but will not provide shipping information. Ordering again comes with a $50 shipping fee... Being nice does not work. Being rude does not work. Do not use this company if you actually NEED what you order.

I bought almost $2000 worth of product and overall was pleased. However, one of the light globes developed a crack on it and I sent a note in. The response I got was that they are only a third party seller and I must contact the manufacture for any warranty issues. What poor customer service...let's just send a customer to someone else rather than handling it after they sold it to me.