Build.comReviews 670

I ordered a Kohler sink and it came severely damaged. Had to chase down customer service to get a response. They sent out a second Kohler sink promptly after some aggravation with customer service rep on phone and emails. Second sink came damaged as well, not as severely, but chipped in front corners. They obviously have a lack of care in their packing dept. because the sinks were not properly wrapped to protect them from damage. I now have 2 damaged sinks which weigh 130 pounds ea. Sitting in my living room. After not hearing back from customer service, I am now on the phone with a supervisor who is finally taking care of the situation.

This business is a joke. They sent me an $800 damaged Kohler sink, wrapped in thick plastic to cover up. Mt contractor installed it, then peeled off the plastic to discover there was a huge dent. We had to un-install the sink and Kohler had to send us a credit for Build.com to send us a new one because Build.com didn't want to deal with it. The SECOND delivery from Build.com was a damaged and already installed kitchen sink from a previous customer. I about lost it with them because they have zero quality control. We are now incredibly delayed with our construction and the customer service was useless and utterly stupid worker ants. I will never order from them again. Save your money and most importantly, TIME!

This is the worst online purchase experience I've ever had. I needed a dehumidifier badly. I decided to save a few bucks by ordering from them. Their offer of free shipping said it would leave the warehouse in 2-4 days.

The first problem occurred within hours. My credit card company called me to inquire about strange charges. In my 20 years of using credit cards I've never been the victim of fraud with any of my cards. Now, within two hours of submitting the card number to a company I'd never done business with before, that card was being used to rack up multiple purchases from iTunes. You decide whether that sounds like coincidence. Thanks to Citibank for being on top of their game, nipping the fraud in the bud and cancelling the card.

The next problem occurred 5 days later. I finally checked the status of my order and found that it was scheduled to leave the warehouse in FOUR WEEKS. This was after the website claimed it was IN STOCK! And promised prompt shipping -- I went and checked the page again to be sure and it STILL says that. Had Build.com emailed to inform me of the delay? Of course not! Had they already charged my credit card for an item that would not ship for a month? YES.

Then I find that there's no way to cancel an order online (even with a badly back-ordered item); you have to call. After 20 minutes on hold, the customer service rep reluctantly cancelled my order, after first assuming that I wanted to order a different dehumidifier instead.

Then I get an email stating that it is NOT a confirmation of a cancellation... they need to check with the warehouse to make sure the order can still be cancelled!

I'm a lousy internet citizen: I never take the time out of my day to write reviews --good or bad. It takes a HORRIFIC level of incompetence to prompt me to action. Hence this review. You've been warned...

I worked with Strider to order what was supposed to be a simple shower handle replacement. What he sold me was a complete shower handle and rough-in valve which requires a plumber, so I contacted Strider to return these items who promptly issued a return label. Strider said NOTHING about charging for return shipping. Of the $105.54 total, only $79.33 was refunded. I promptly sent an email asking why $26.21 of my money was not refunded ($12.96 shipping on one product and $13.25 on the other product). After a full TWO weeks with no answer, I called and was told the $26.21 was for shipping. I explained the products were returned in the original packaging the day after receiving the shipping label and that the only reason for the return was Strider recommended and sold me the wrong product. After a stint on hold, the customer service rep said the very best they could do was credit one of the shipping charges because charging for returns is their "policy". It made no difference whatsoever that their rep recommended and sold me the wrong product. I will NEVER use or recommend Build.com

I purchased this item online and the shipping was delayed to the point where I had to purchase a replacement product before the product arrived. Needing to return this item I called Build.com for a pre-paid shipping label and was informed that I would be required to purchase the label for about $15. In all the years that I have been purchasing online merchandise, this was the first time I have ever been asked to pay for a return label. I was stunned and not very happy. So unless you are willing to pay for return shipping, or unless you are sure you will not be returning anything from this company, I would stay away from this vendor. PS when I tried to post this review to Build.com they would not allow the review stating: You wrote about shipping speed or customer service. These subjects are more about the shopping experience than the quality of the product. Please keep your comments focused on the product quality.

I placed my order for a mirror on 7/11/17, there were 7 left in stock and could be delivered within 5 to 7 business days. Well, the next day I received an email that it's on back order and will be shipped Aug 2nd. Meanwhile, when I go back to the site, they still have 7 mirrors left, and ready to ship. Never bother to update. Now we have Aug 3rd and my delivery keeps changing. I already waisted 2 days off from work waiting for my delivery.
Really bad company to deal with, will never buy from them again!
I would pick zero stars but unfortunately they don't let you

Well this is not a company I would use if you need your product on time. I placed an order on 7/8/17 was told it would ship in 5 days. Its now the 21st. No door hardware.
They said it was the factory. I called Emtek direct. Could not find my order. Called Build.com back to get the purchase order they used with Emtek to see what the hold up is. I was then told they do not order direct from Emtek but some other sub standard warehouse. I was also told it might ship on 8/1. In the meantime, I have 2 holes in each door waiting for hardware. They said they could not do anything for me.

I ordered a window air conditioner. It was supposed to be delivered within a week. When it didn't arrive, I contacted Build, who first provided non-sensical tracking information, then, when pushed, gave me tracking information for On Trac, their shipper. On Trac first claimed that the product had been delivered to my business, which is tiny, and said that "no one had signed for it" and "nobody needed to sign for it", then they claimed that they had located the product, which had been "misdelivered" and promised that they would deliver it to me within a day. Of course, they never delivered it! I filed a claim with Pay Pal, and need to wait 30 days for Pay Pal's judgement of the "claim". By that time I'll be in the market for heaters not air conditioners! If every internet retailer acted like these jokers, NO ONE would be using ecommerce today!

It's not worth the savings, if there really is any. Don't get seduced by their Houzz advertising!

We renovated two kids bathrooms. Pretty straight forward three under sink cabinets, tubs, sinks and plumbing supplies. Orders lost in space, call center reps that don't follow up and who are clearly not empowered to make decisions.
Once the material leave the warehouse Build is no longer responsible for the thousands of dollars of materials you have just purchased and have no systems to track where it is. I had to reach out to each shipping company to see when, if they were coming, when they didn't show up when were they coming since i needed to be here to sign for it.

I bought items from Ferguson's and had none of this this ridiculously poor service. We are planning to renovate our kitchen this year I can't imagine using Build ever again.