Build.comReviews of build.com

We ordered mirrors for a home we are building. We didn't open them until we were ready for installation, which happened to be 33 days after we received them. Two large mirrors that were $200 each were in one large box together with nothing to keep them stationary inside the box and both mirrors were broken. Because the order was over 36 days old and the return policy is 30 days, they would not less us return and did not even offer any sort of discount on additional purchases. Not to mention, we had only had the merchandise for 33 days.

I found the exact hardware online that I saw in a local store (exact model etc). Ordered multiple styles in different quantities for a kitchen remodel. Build.com has been extremely difficult to work with. They shipped 23 pulls that were here locally to their main warehouse OUT of state and said they were delivered to my house. I was charged for them. Cannot obtain a refund. Another order, they would never send me the return label. I’ve reached out multiple times (phone, email and chat). Eventually the order is showing as refunded, but it has never been credited to my credit card. Horribly organized. Not customer oriented. Very disappointed. I was told by someone on chat that some of my pulls were on back order until May. Kitchen is almost done. So they were going to cancel that order and I ordered a large amount of other ones to replace. Lies! I got the shipment and billed. Was only able to return a small portion. One piece, they wanted to charge me $6 more than I paid for it. I suggested during a chat with someone at Build.com (very nicely too) that they should consult with other companies such as Amazon that have good practices/systems in place. They said my chat was resolved and to have a good day.

On September 8, I placed an order for a door lock and handle. Build.com charged me nearly $400 for that order. On December 19, I got an email saying they still don't have it in and promising an update within three business days. As of January 4, I have yet to receive any update from Build.com. They are just holding on to my money ($400) and you are unable to fulfill this order. I have asked them to cancel my order and refund my money, and I have received no response. I will also note that I have tried on several occasions to use the chat function on their website, and after I am connected with an agent and describe the problem, the chat function magically says "No agents are available." You've gotta be kidding me. What kind of scam are these people running?? Do not recommend.

I had to have an $1100 commode shipped 3 times, because the first 2 were delivered damaged. ½ plywood used for shipping a heavy wood vanity, but only about ½ of styrofoam for a porcelain commode. Now, this week, after waiting 12 weeks, I receive the matching sink top. It came damaged. Further, the internal box, a Kohler box, was damaged before it was packed into the shipping box. Build.com KNEW it was damaged before they shipped it. NOW according to Build.com, I have to wait up to another 12 weeks for a replacement. That’s 6 months without my main bathroom because I wanted Kohler products. After this is over, I will never use Build.com again Rj

Really bad shipping dept you can tell they absolutely do not care about the products they send out thrown in a box no padding or anything damaged 3 times. They make HD and lowes look good that's how bad they are and customer service is also a extremely frustrating experience. It's quiet obvious that people don't like working there.

I am building a house. I have been told items were delivered, available in 2-4 weeks, etc. None of this is true. You can not count on what you are told.

I placed an order 08-04-2022 and languished for over 3 months only to be canceled without my permission, no prior notice given nor reason today 11-10-2022. I complained to Build.com supervisor who told me order was canceled back in September 2022. Build.com wants me to pay again to reorder while I wait 7 days for a refund. I told them this is bad customer service nothing to do with supply chain issues since 6 door knobs are in stock. I will wait for full refund before placing re order.

Don’t waste your money with this company. If there is an issue or problem they will not help at all. Their customer service people will just recite the return policy over and over until you give up. They won’t take defective items back once opened and send you to the manufacturer instead.