Build.comReviews of build.com

Careful what you order! Paid almost $900 for a bathtub that arrived badly damaged. Called and they asked for photos which I sent. Was told they would schedule to come get it but when I called again they told me they’re not interested in picking it up. So now I have a 300 pound tub that I will have to pay to get picked up and trashed. How is it that I’m being penalized for having received a damaged item? (Oh, and the same line I see they use with all of their unhappy customers: “You could sell it or donate it if you want”.) Who in the hell wants a damaged/cracked bathtub?!?

I bought a very expensive toilet for a client via the build.com trade program. The item arrived quickly, but arrived damaged and unpalletized (it is nearly 170lbs). Their customer service asked for a few pictures and was quick to be very apologetic, told me to toss out the item and that they would had processed a refund for the purchase. After a few days of not seeing the refund show up anywhere on the order, I followed up and was told it was being investigated for fraud and that they would get back to me. The next time I followed up the following week I was told my refund was denied due to some unnamed and undisclosed fraud; this after I shared pictures of the significant damage to the toilet, and was told to toss it in the garbage. Take about a bait and switch. I am sure my credit card will have my back on this, but build.com and ferguson are garbage companies for having the audacity to making me do this extra work after already sending me a damaged item. Avoid these scammers at all costs!

I ordered 2 toilets the first week of June and only received the tanks. No one could tell me when or if I would get the bowls. We are moving into a new home but can't without toilets. After numerous phone calls I finally ordered 2 more toilets. I never was contacted about picking up the first order. So I was charged for 4 toilets and finally received the missing bowls the middle of July. A WAY TOO LATE. Now they are charging me a freight fee for the returned toilets. So Wrong! Update: still no refund - 2 weeks and waiting

I would really like to know what is going on at Build.com. I ordered dining chairs from them, initially for 2 end chairs with arms to see if I liked them. The first delivery was about 8 weeks ago, the chairs had smudges on the upholstery and one had a tear in the seat. Refused delivery, they apologized and said they would get replacements out right away. Second delivery 3 weeks later had smudges (again) and a tear on the back of the seat upholstery--refused delivery again. They apologized and said they would get the replacements out right away. Third delivery, 2 weeks later, they sent only 1 chair, but since it was a 2 chair pair order, the delivery guy said I should refuse it, so I did. We had spoken to someone in "the office of the President" and they assured us that this was not how they did business and they would guarantee we would be satisfied. Told us to cancel original order, and place new order, since original order was a "problem with their vendor", Hooker furniture. Did as I was told, and increased the order to total of eight chairs, 2 end chairs with arms and 6 side chairs. Delivery was today and what I got was 1 end chair with arms and 3 side chairs. You cannot make this stuff up. The incompetence and total lack of quality control is breathtaking. I am sure the "President" and the people in his office are fine people, but what about getting someone personally involved after 3 failed deliveries, and with hat in hand, personally supervising these shenanigans? It is really disgraceful. After the 4th messed up delivery today, they said they would "get right on it" (seems to be something I have heard from them before) We shall see. I think in the future I should be using someone else. No one needs this kind of customer service. Very disappointed. Funny that Amazon, which carries many of the same products, doesn't have these types of repeated glitches.

I placed an order for a vanity and two medicine cabinets after a long thoughtful search. A few days later, I got an email saying my order was put on hold and would be cancelled if I did;t call. When I called upset, the woman gave me a hard time trying to prove who I WAS, even though they sent the email to call them. While on hold for the manager, I decided to look up their reviews and saw how they scam people. When she came back on, I told her I wanted to cancel my order. The cancelled and refunded the vanity, but not the cabinets, had excuse after excuse, days go by calling email every day, excuse after excuse as the cabinets go from received to processing to preparing to ship to ship. I spent days calling, even got hung up on to no avail to put a stop to this. Even called the GM at the factory before they shipped to stop it and he was useless to help. Someone sent me return labels for the cabinets and arranged for the refund and pick up. The cabinets came out of order, the driver was confused, with labels, however, they both went back on the 15th. It is now the 21st and they have not initiated a refund for over $600. They had assigned a special agent to me named Alexis Krause who promised to take care of all personally. Her extension is a fake. Everything takes you to the general 40 minute wait on hold number. She doesn't respond to emails and has not been caring for this as there has been no refund and no response. Now I have to file a dispute with the credit card company. Save yourself hours of time and headaches and order elsewhere. They stole money from me.

Ordered 3 toilets and a bathtub from them. They were all left in the parking lot of the complex (far from my condo and blocking multiple parking spots) with no phone calls whatsoever. I called them to let me know to call me beforehand. I have to pay additional $300 to random folks from the street to help me move an almost 400lb items to my home because my HOA will fine me if I don't do it ASAP, storm is coming in the next hour and no company movers available immediately or on same day.

This website looks legit, they advertise quick and easy returns. However, this is very false-- returns are virtually impossible. The telephone number connects you with an automated medical device recorded sales pitch recording, that endlessly loops. There is zero opportunity for actual customer service, person or virtual. There is only one number to call, and it is a recording for a medical device-- for real! Another days attempt to reach someone, I have been in a cue 9 callers ahead of me, of 10 callers ahead of me. The chat line queue is 14 long. You can't even connect with a chat bot. There is zero customer service. This business advertises DECEPTIVELY, fails to honor their sales contract for quick and easy returns. There seems to be no way to make a return.

The bathroom sink model I put in my cart and ordered is NOT the sink they said I purchased. I.e. they changed the sink model # after I ordered. Who does that?? It's the wrong sink and the wrong number of holes for the faucet. Immediately after receiving the email for the wrong order (within minutes of ordering), I tried to cancel the order online but they say they cannot find the order (even though they sent an email confirmation)?!?! Customer service said "They ship fast" so may not be able to cancel. Think twice before ordering.