I think the door knob deadbolt set I received is crafted with quality to the forefront. Upon calling about a delay in parts, I was treated with the highest regard & respect (a nice gentleman that I didn't get his name & another instance with Ms. Ashley). Because I was impressed with the door handle set, I decided to order another but received terrible customer service from an employee named Keneisha. Keneisha wasn't understanding, she was dismissive, extremely rude, unprofessional and willing to fraudulently charge me extra sales tax even after I explained the right way to do the transaction. Keneisha charged my credit card prior to verifying if I was willing to pay the increased tariff price I was unaware of. Once Keneisha verified I requested the product prior to the increased rate, she simply tried to credit the product difference to my credit card which left the sales tax of the higher product amount charged to my card. I explained that you must cancel the entire order and redo it at the honored product price so the correct sales tax is calculated. Keneisha said "I'm not doing that". I asked for a manager because I didn't know why Keneisha had an attitude. She then stated she went above and beyond and reduced the price when she isn't suppose to do that blah blah blah. I cut her off and said Manager! I was then transferred to Mr. Jordan who explained that if Keneisha said those things to me, that she shouldn't have and it will be investigated. Mr. Jordan assured me that customer service satisfaction is taken seriously and sent a new email for me to approve so I could purchase another set at the pre-tariff rate. I did Air Force finance for 20 years and I was excellent at it. If anyone made a mistake, I would do everything to correct it to include filling out all the forms for the customer. I would never give the computer a higher pay amount so that the service member would be charged more taxable income by the state and the IRS. Nor am I going to pay more sales tax on an adjusted product amount. Keneisha not only needs retraining in customer service but she needs to be trained on the process of proper product amount sales being reported to each state and why it's important that the exact amount of a product being reported is correct on the books for an audit. If it wasn't for the superb customer service of the gentleman & Ms. Ashley, I would've never bought from Ferguson if Keneisha was my 1st impression.

On 21 March 2021, I placed an order at Build.com for a Kohler Santa Rosa toilet. My credit card was charged right away for the price of the toilet which was approximately $300. A week later the shipping company delivered several boxes from Build.com to my house. A few days later my contractors who were working on our bathroom renovation indicated that incorrect item was delivered: instead of one Kohler toilet two Toto toilets were delivered to me. The packaging slip that was attached to the boxes indicated my name and order details for Kohler toilet. I immediately reached out to the Build.com customer service. After approximately 40 minutes of wait time I was connected to the representative who assisted me with the return or the items which were sent to me by mistake by Build.com. A week later the shipping company came to pick up the boxes (which were unopened since original delivery), however, they were not able to pick up the boxes since they were missing a pallet on which the boxes were originally delivered. This was due to the fact that my contractors discarded the pallet together with some of the construction debris in. I called the customer service again. After an hour wait I spoke with the representative who indicated that they can't pick up the boxes without a pallet (even though all the packages are unopened and in the same condition as they were delivered to me). I was suggested to go to Home Depot and seek for a new pallet there. Since I don't have a car which can fit a pallet into, I sent another e-mail to Build.com requesting to resolve this situation since it was obviously not my fault that Build.com messed up my order (my order was never delivered and I was stuck with two toilets I never ordered). Shortly after I received a call from Build.com and the representative indicated that they will arrange the pick up of the boxes by UPS (who do not require the pallet). She also indicated that I will get my money back shortly after the items are picked up. The next day the UPS guy came by and was able to pick up only two boxes (one toilet) since Build.com provided him with only two labels (while I specifically indicated that there are 2 toilets in 4 boxes). After correspondence with the customer service again I was assured that they will send additional two labels. The next day the same UPS guy came with ONE LABEL for 0.5lbs package (!) and obviously did not pick up the second toilet since there are two boxes and their weight is definitely more than 0.5lbs. I sent another e-mail to the customer service but they responded that I need to "call in and ask to speak with a manager". After my request to provide the direct phone number of the manager or ask him/her to call me (I don't have time to spend additional hour waiting on the line and explaining the entire story from the beginning) there was a radio silence - Build.com customer decided to stop responding on my e-mails.
As a summary, I have never received my original order but was charged for it. It's almost 3 months that I am dealing with Build.com and trying to get my money back for the order that I have never received. They suggested that I talk to the manger and stopped responding to my e-mails…
I'm currently dealing with my bank to dispute this fraudulent transaction with Build.com. I would never do any business with this company!

The trascript of my cosrumer service experince.

Luis (7/23/2020, 2:28:45 PM): Chat with an Expert
Build (7/23/2020, 2:28:47 PM): We're connecting you with an Expert.
Tania R (7/23/2020, 2:58:54 PM): Hello Luis. My name is Tania. How may I assist you today?
Luis (7/23/2020, 2:59:00 PM): Hello
Luis (7/23/2020, 2:59:37 PM): I'd like to start this conversation by saying that I am very disappointed at the service provided so far
Tania R (7/23/2020, 3:01:02 PM): Can I get the order number please
Luis (7/23/2020, 3:01:18 PM): I am a private marble manufacturer who's offering services to my friend lida. I work in a very tight schedule, and my order yesterday was put on hold for over 15 hours, delaying it's delivery therefore delaying my work. Which means I'm loosing money.
Luis (7/23/2020, 3:01:44 PM): #*******
Tania R (7/23/2020, 3:01:51 PM): I am sorry but we send out a email regarding that we needed to confirm some information on your order and to please chat in or call build.com
Luis (7/23/2020, 3:03:04 PM): I personally spent over 2 hours on the phone, and once it was finally picked up the call was hanged up by the representative. I hope you understand the situation.
Luis (7/23/2020, 3:04:17 PM): I have received an email further explaining that no more information was needed. But the delay was already been set and my time and patience had already been depleted.
Luis (7/23/2020, 3:05:19 PM): I am really contacting you to see if this is the way this company does business. Because if so, then I'll know not to hire your services again.
Luis (7/23/2020, 3:05:38 PM): This is the chance I give you to change that perspective.
Tania R (7/23/2020, 3:08:21 PM): I am sorry about the delay and we apologize about the wait time to speak to a representative we are having long hold times are we are working very hard during this pandemic... I hope you can understand that. Also we put some orders on hold if we feel like it can be a possible scam order or fraud order I hope you can understand that too
Luis (7/23/2020, 3:10:46 PM): Sure, now that the orders have been cleared, I want to know if you can hurry their delivery as to compensate for your delays and all the stress that's been caused.
Luis (7/23/2020, 3:12:01 PM): As I said, I work with such material that you offer, and if I'm satisfied with this interaction I'll be sure to bring you business in the future
Luis (7/23/2020, 3:13:02 PM): There's was a reason I came to build.com in the first place, I hope that's not tainted by those issues.:)
Luis (7/23/2020, 3:13:19 PM): To build. Com*
Tania R (7/23/2020, 3:13:46 PM): You placed the order with

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.

Transcript of chat today...

CustomerChat (1:30:45 PM): Hello Tim. My name is Xxxxxxxx. How may I assist you today?
CustomerChat (1:30:52 PM): Can I please have the best phone number and email address to reach you at in case we are disconnected?
Tim (1:31:05 PM): Hiya "Customer Service Rep", 720XXXXXXX
Tim (1:31:12 PM): *******@gmail.com
CustomerChat (1:31:16 PM): Thank you! How can I help you today?
Tim (1:31:25 PM): Order #*******XXX
Tim (1:31:47 PM): I'm going to be your polite but really pushy customer today
CustomerChat (1:31:55 PM): I've already had several! Haha
Tim (1:32:02 PM): This is what I shall be posting this evening to any and all review sites relating to build.com

Order placed on Aug 1st 2019. Estimated delivery date August 7th 2019. It's now August 13th and no outbound communications from Build.com.

My wife called last Wednesday, 7th Aug only to be told that the items had been delivered to Estes (transport company) in Denver and we would have a call from them on Thursday morning. Absolutely nothing from them. On Monday 12th, my wife called the Estes depot in Denver (having been on hold for 25 minutes) and was told that they don't know where the order is and when it comes in, they will then contact her but until then, just wait. She then spoke to Jamila at the build.com customer service desk who bless her did try, but had to give up as she had to go home and she couldn't wait any longer on hold with Estes. I called this afternoon, 13th Aug at 12:16pm, and spoke to Josh at the customer services number and he said that "freight shipments can take up to 4 weeks to be delivered to the local recipients warehouse and that they can not guarantee a delivery on any specified date. He confirmed that the delivery is still showing as 'in transport' on his system. There is nothing else that he can do."

I explained that there must be a Service Level Agreement with their freight companies and I needed to talk to his supervisor about this as I needed to get the items delivered. Josh put me on hold for his supervisor and after about 10 minutes, I was disconnected. As I promised him in my phone call, the only way now to resolve this is to go "Thermo Nuclear" on review sites.

So build.com, check your SLA's with your freight companies. If they have failed you, fire them for breach of contract as it is you, not the customer who has the contract with these companies and it is your customers who are paying the price for your, and your distribution network suppliers, inability to perform.
Tim (1:34:25 PM): I think that you get the understanding that I am hopping mad - but not at you: D
CustomerChat (1:34:41 PM): I do truly apologize for this situation and I would be happy to see what I am able to do for you. What is your order number?
Tim (1:34:56 PM): *******XXX
CustomerChat (1:34:57 PM): Thank you, let me pull that up!
CustomerChat (1:38:29 PM): I am calling the Denver terminal now
Tim (1:38:49 PM): Let me put the kettle on and make some lunch, it's going to take you a while
CustomerChat (1:39:25 PM): Sounds like a plan! I'll let you know once I get through
CustomerChat (1:39:58 PM): Got them!
Tim (1:40:31 PM): LOL - been down this road before with the call centre. This really needs to be escalated within build.com to someone senior in shipping who can then talk to their counterpart at Estes, that's the only way this is going to be resolved
CustomerChat (1:42:43 PM): The Denver terminal is set to receive this shipment later today, so you would receive a call no later than Friday of this week to schedule your delivery appointment. That being said, I would recommend that you contact the delivery terminal tomorrow to preemptively schedule the appointment. The terminal's phone number is *******008
Tim (1:43:35 PM): but we were told that it was delivered last wednesday by build.com
CustomerChat (1:44:15 PM): I cannot speak to what a previous representative told you, but I confirmed with Estes at the Denver terminal that your shipment should be arriving today, barring any transit accidents
Tim (1:44:26 PM): also, we are flying out to California tomorrow morning
CustomerChat (1:44:55 PM): How long will you be in CA?
Tim (1:45:07 PM): Well in that case, all that I can do is post my reviews of build.com with a title of "it will be quicker to buy it retail from somewhere local"
Tim (1:45:20 PM): we are in Cali until Sunday night.
CustomerChat (1:45:54 PM): You will be able to schedule the delivery appointment for next week without issue
Tim (1:46:06 PM): Our problem is that we have renters in a property with no master bath and we made a promise, based upon the original delivery estimate from build.com of Aug 7th. Had a plumber onsite as well
CustomerChat (1:46:42 PM): Unfortunately all ship dates and delivery dates are only estimates. Things happen that delay the shipment. I do truly apologize that this has caused a severe inconvenience for you and your renters.
Tim (1:47:24 PM): I'm afraid that that cannot be true. There will be a Service Level of Agreement that you have with your freight/shipping/delivery network.
Tim (1:47:49 PM): without that, build.com will, pardon my french, be screwed over
CustomerChat (1:48:34 PM): Delays can happen at any point in the process, which is why we only provide estimates to our customers. I will certainly pass along your feedback to our logistics department who can review the SLA with Estes
Tim (1:49:14 PM): but if there is a delay, then surely build.com should be proactive with their exception reporting and notify the customer
Tim (1:49:33 PM): airlines can do it automatically, so should build.com
CustomerChat (1:50:51 PM): Freight shipping takes 7-10 business days after leaving the warehouse; today is the 7th business day. So this falls within standard freight shipping times.
Tim (1:51:24 PM): so why did the original estimate for delivery state aug 7th which would be less than the 7 days that you quote
Tim (1:51:59 PM): I know, I'm being awkward and it isn't against you
CustomerChat (1:53:31 PM): That is only an estimate for a best-case scenario. I cannot speak directly to initial estimates that were stated when you placed your order, as I do not show a estimated delivery email was sent out to you
CustomerChat (1:53:39 PM): Again, I do truly apologize.
Tim (1:54:12 PM): So my only option is to then proceed to the review sites. My wife has an e-mail with the estimated delivery date
CustomerChat (1:54:57 PM): Would you be able to forward that to me please? My email address is *******@build.com
Tim (1:55:22 PM): I will when she gets back but that will be in about an hour.
Tim (1:55:30 PM): let me give her a quick call
CustomerChat (1:56:12 PM): That would be wonderful, thank you, I do appreciate that.
Tim (1:59:04 PM): just spoke to her - I've got her login details, will screenshot this and send it over
Tim (2:00:57 PM): e-mail on it's way
CustomerChat (2:02:30 PM): Got it, thank you! I am reviewing this with my supervisor now
Tim (2:02:42 PM): thank you
CustomerChat (2:04:41 PM): I do see that the account provides an arrival date, and that is absolutely misleading. I will pass that along to our team that handles all of the customer account information. That all being said, we would be able to offer a credit of $100
Tim (2:05:45 PM): Well, as far as misleading goes, from what you have said above, it is an utter lie as you would never be able to fulfil the date that you have provided
Tim (2:06:11 PM): That should be build.com and not Candace: D
CustomerChat (2:08:44 PM): I was not aware of the customer-facing arrival date listing on our site, and it should absolutely be stated that these dates are estimates and not guaranteed. I have submitted a ticket to get this changed so that situations like this can mitigated in the future. Again, I truly do apologize for the misinformation.
Tim (2:09:33 PM): That doesn't help the customer with scheduling the relevant trades to be onsite. It's going to cost us more that $100 for the plumber who was onsite waiting for delivery
CustomerChat (2:09:55 PM): We do recommend that you wait to schedule installation until after you have received the items and inspected them for damage.
Tim (2:10:57 PM): There are quite a few plumbing things on the order. This delays getting the shower walls installed due to no shower being present on the date provided by build.com
Tim (2:12:32 PM): I've just sent an e-mail with the state of play of the bathroom
Tim (2:13:06 PM): If the date provided by build.com said November 5th, we wouldn't have started the demo
CustomerChat (2:14:10 PM): I do truly apologize, and we are getting this corrected for future instances. At this point in time what can we do to help rectify this situation?
Tim (2:14:53 PM): have our items with us this afternoon, otherwise we have wasted even more time waiting for something that has been paid for unlikely to arrive in my lifetime
CustomerChat (2:15:32 PM): Unfortunately that is not possible. It is expected to arrive at the destination terminal today, so the carrier would call you within 48 hours to schedule the delivery appointment
Tim (2:16:04 PM): All that I'm left with then is to go to the review sites so that no-one else has the same problems that we have had
CustomerChat (2:17:23 PM): Apart from your items being delivered today, is there anything else that we could do for this situation?
Tim (2:18:08 PM): I hate tarnishing reputations but this one really does take the biscuit. Your logistics is letting a great business model down and the senior management should be aware of the failings in the relevant departments across the whole business as well as the outsourced partners
Tim (2:18:44 PM): If you could get this transcript and the e-mails infront of a senior level executive, I think that they would appreciate it.
CustomerChat (2:19:24 PM): I have sent your feedback to our logistics department, and my supervisor and manager are also looped in to this situation.
Tim (2:20:03 PM): Thank you Xxxx, you have been brilliant and hopefully I haven't bashed you too much, but I think that you understand my frustrations
CustomerChat (2:20:33 PM): I do, and I truly apologize. I am working to get this fixed so that it doesn't happen again for you or anyone else.
Tim (2:20:56 PM): It probably won't happen to us again, once bitten hard, never go back
CustomerChat (2:21:37 PM): I completely understand.
Tim (2:23:09 PM): If you could organize the refund of $100 to my wifes account, that would be great. Thank you once again for allowing me to vent, but hopefully in a polite and respectful way. I used to run a large help desk customer base, so I understand the position that people higher up the food chain put you in.
CustomerChat (2:23:58 PM): I will submit the credit now
Tim (2:24:08 PM): thank you and have a great evening
CustomerChat (2:25:36 PM): Your wife will see that credit reflected in her account within 3-5 business days. If you need anything in the future you can reach me directly at *******@build.com. Take care, and have a nice trip out to California
Tim (2:26:49 PM): Thank you! Once again, you have been very patient with an irate customer, even though things haven't been resolved, nor will they be, you have tried your best, big pat on the back to you.