Build.comReviews 669

They are still showing selling merchandise on their website even though they do not have it in stock. Such a disappointment. We ordered and paid since march and till today they still do not have the item we ordered and paid in stock. Up to date June 2022, we have received 15 emails from them about they are sorry and delay for another months. They used to great company to deal with, this time they are such a dsisappointment.

We purchased a Viso farmhouse sink and faucet package. The handle on the faucet broke within 6 months of installation. A call to Build resulted in telling us to contact Viso directly.

Currently the faucet has been on back order for over a month with no update on when it might be available.

An email to Build to help resolve the issue resulted in a response of the product is outside the return period.

VERY disappointed in Build not helping to take responsibility for at least helping their customer resolve a problem with a product that they sold.

Returns Take Forever to Get Credited. I will definitely think about before I ever order from build.com again. I think its a slow roll process unfortunately just will cost them customers.

I probably have spent thousands of $$$ with build.com over the years on a house restoration... this time with a outside lights I will have to think twice before I ever order again.

Beware... make sure what you are ordering you wont be returning...

I wanted to like this company but the experience I have had on multiple occasions has driven me to the point of never using these worthless, pompous people ever again. Let me explain. The first time in there showroom in San Antonio, there were plenty of employees, but they continued to chat amongst themselves and never offered any assistance from the moment we walked in until we walked out when the receptionist then suggested setting an appointment with a designer for later in the week. There wasn't 5 people in the store yet it wasn't convent for someone to answer a few questions?

We finally did our own design work and ordered our items for an entire master bath remodel, from faucts to a claw foot tub, toilet and vanities. Most items arrived in a timely manner but one vanity was a 15 week lead time. Hated that but understood supply chain issues so accepted the fact that we'd have a empty spot for some time. Well, I was notified in February that the shipment was being readied and by the first week of March I had instructions on how to receive my product... then nothing. I have followed up and been told they would look into the situation and call me back, but that never happened. Finally today, I spoke with a representative and was informed that the product was lost in transit and would need to be re-ordered. I called the freight company only to be told that on March 18th they informed Build that the container they had picked-up claimed to have the vanity on the truck but wasn't actually on it. What the hell kind of service is it when I have to hunt this down and find out that a month and a half ago they could have called and given me the situation? Horrid.

Today I have been on hold for the last 45 minutes to speak with a supervisor to find out why their service sucks so bad, but the music just keeps playing. I'm going to tie-up this line for hours just to piss them off!

Expect to spend all day trying to get a refund from Build.com. I've been working on this for 8 hours today. We will never order from this company again and should have double checked the other poor reviews on Amazon that showed people were having the same issue we had.

We ordered 2 toilets through their site on Amazon and both arrived broken (one the tank, and one the base). Exterior boxes were fine. After 16 emails back and forth, with description of damages and photos attached to all (which they at first denied receiving), they finally said they would issue a refund but it was up to US to dispose of the toilets. This means we incur the cost of disposing of something that they sent broken in the first place.

Fraud warning:
I ordered a fridge and they decided not to deliver it.
2 months later, they decided not to deliver it. Claimed I refused delivery (did not, but I live in the boonies, I guess it wasn't convenient for them).
Instead my account with them showed that they refunded my money "to original payment method".
But they did NOT send my money back to me. They didn't bother to inform me either.
So, no fridge, no money... and I just checked their consumer ratings: this was common. Their business model is to sell damaged goods as new, have difficult returns and simply take customer's 'return' money as free loans - and they won't send it back at all until the customer makes a big stink. I had to argue with several reps for over 2 hours to get mine back, several weeks after they cancelled my order without telling me, while showing my money as "refunded" on my account.

Also, they sell 'extended warranties' that start the day you pay - for products that won't ship for 3-6 months. AND they include the free manufacturer warranty in that timeframe as well, so basically you buy 6 months of 'extended' warranty thinking that you're paying for 2 or 3 years of it.

Be warned!

I am very disappointed in Build.com
I ordered a Kohler pot filler for a kitchen renovation in Oct 2021. The order was backordered and took 6 months to come in when they said 6 weeks.
When it finally did arrive they sent it to the wrong address.
Now they have to reorder and I am told by Kohler that this product isn't available till July 2022.
All I get from customer service is "Sorry"
Very frustrating.
Ridiculous they can't track down where the product was sent to.

They shipped me the wrong tub three times. Then I made the mistake of ordering a tub filler from them. I ended up disputing the charge on my credit card because they wouldn't honor the warranty.

Ordered a 72 in vanity with mirror. First shipment was lost. Second one arrived damaged on the inside. Reached out to customer service. Just asked for touch up paint. They now say they will provide a $250 credit to pay for the paint OR I can recrate the unit and return it for a refund. I'm 72. It weights 750lbs. So I'd have to pay to return it. I could not possibly be more disappointed in this whole process. Customer service, shipping, product, vendor. All of it. Don't buy from them. They don't stand behind their product. Customer service person was horrible. Kept changing her mind as to what she could do.

I ordered a bathtub in May 2021, I need it for physical therapy reasons. They took my money immediately. Every two months, they moved the delivery date. Every time I called or emailed, they said they would get back to me but never did. I just cancelled today and hope they really do refund my over $3000. If they would have given me an honest answer, I would not be as angry.

Dealing with Ferguson/Build has been terrible. I did not want to use them, but my builder did. We are six months past our move in date and getting updates from Build/Ferguson just go ahead and beat your head against a wall.
Believe the reviews, it is that bad. We have had to purchase duplicates of many items just to get into the home….(dishwasher, bath fixtures in 3 bathrooms) then change out to our selections when they come in. Also we will be moving in without our wall oven, because Build let us order, couldn't get a date repeatedly, it says now June 2022. We should have been in Labor Day 2021…. Do not believe Build/Ferguson on dates until you have in hand unbroken.

Order was delayed twice. Put me back 3 weeks. Called to cancel the order and they wouldn't let me. Told me I had to wait for it to ship and then send it back. I would then be refunded. Had to dispute charges with credit card company. Do not do business with this company

I thought at first the company was great because they seemed to zero in on what I wanted. They delivered the Kohler faucet within days. However, I later discovered the faucet to be greatly lacking in quality. When I told them I would like a call because of the problem, I heard no further.

I called in to order a microwave, the gentleman that helped me not only ordered the wrong item but told me it would arrive in 5 days. When I got a confirmation they were processing my order 8 days later I realized it was the wrong item. I called them immediately to resolve this and got no where with the young kid on the phone. He told me they couldn't issue a refund because the item just left the warehouse and was on their truck. So instead of doing good business and issuing me a refund for their mistake and having the item returned by their driver they had to wait for the driver to bring it back for them to issue me a refund. Which meant due to their mistake I get to go through the Hollidays with no microwave... Today is January 13th, almost 1 month later, I still have not received a refund nor have I received a microwave through the mail. Bad business! I will never order through them ever again!

I ordered the 1 "in stock" stainless steel AGA range they had which is a special order item that was going to take too long to get for our new build. I did think it was weird that they happened to have 1 in stock but no way did I think they would intentionally send me a damaged product, especially that expensive. THEY DID. Repair guy says it can't be repaired and he thinks the frame is probably bent. Build says not their problem talk to the manufacturer. Manufacturer says it was shipping talk to build. $7500! I still need an oven so we can close our house and all I have now is a 400lb hunk of metal in my garage and no money to buy a range. I am losing my mind and I don't know what to do. DO NOT BUY ANYTHING EVER FROM THIS COMPANY.

Build With Ferguson (build.com) was paid for a faucet WITH soap dispenser, I was only sent the faucet, and now build.com refuses to send the soap dispenser. Said it is not included even though the dispenser is clearly listed as part of the SKU. Very rude customer service, no accountability, Bait and Switch. Decided to order the same item from Home Depot and it DOES come with a soap dispenser. Do NOT use this fraudulent company.

In short, we recieved mixed parts in a kit, causing us all sorts of issues with lost time and ended up with spare parts, which this company then turned around and tried to bill us for. We contacted our credit card company and disputed the second billing. It was removed. Now Build.com is trying once again to bill our credit card for wrong parts they sent to us. Stay away... they have no scruples, no sense of customer satisfaction... You've been warned. Their website is sleek and friendly looking but behind the scenes are people who would rather get the quick buck and are unwilling to accept their responsibility in sending out the wrong kit parts (shower door kit)

How this company is still allowed to trade is a mystery to me. Ordering is easy and smooth but then the nightmare begins. Ordered 22 boxes of very large porcelain tiles which arrived 2 weeks later than promised and half of them smashed to pieces. The boxes were not neatly stacked or secured and looked like they'd been thrown onto the palette from a great height. Complained to Fergusons who assured me new boxes would be despatched free of charge. 25 phone calls, 5 live chats, 4 emails and 6 weeks later, still no replacements arrived. I never spoke to the same customer service agent twice and each one I did speak to had never heard of the previous one. Having run out of time and not having enough tiles to complete my work, I arranged to return them and get a refund. I was told to expect an email with the Returns Label attached. 2 weeks later, no email or label. Called again, no record of requesting a return so set it up again. Label arrived and collection date set for a week later. Collection day came and went, no show. Called Fergusons at 4:30 and was put on hold for 30 minutes while she tracked down the pick up driver. Was told he was delayed due to traffic and was 3 hours behind schedule but would DEFINITELY be arriving late in the evening. Nope, that didn't happen either and haven't heard another word from them. They give an Oscar winning performance on the phone and fill you with convincing assurances which never materialize. Just wish I'd read the reviews before ordering from this company so don't waste your time or money with them.