Build.comReviews 670

All they wanted was my $$$. No response from Jay my salesman when requesting status several times. Said UPS lost my package but checked with UPS and they never received the package. Have requested a refund, so we'll see how that goes.

If you could select zero stars as a choice, I would pick that. 4 months to get a toilet order correct. First, they sent me two toilet bowls. You would think the guy packing this crap would have basic knowledge of what a toilet actually is. It's a bowl and a water tank, right? Moving on... I sent one of the toilet bowls back so they can send me the tank. When the tank arrived, the components on the lid of the tank were broken. Nice... Oh, it gets better. Instead of sending a replacement lid, they send the whole tank again. Didn't need to do that... Keep reading... When the plumber came to finally install this masterpiece, the bowl didn't have all of the mounting parts to install it! Just awesome. So... I called the company to have them send me the ENTIRE KIT of parts required to mount the toilet bowl. Talked to a guy named "Juan." Stay away from him as he has no idea what the hell he's doing... Juan didn't send me the ENTIRE KIT like I had requested, he decided to send me the parts I already had. Oh, and that took 7 days... You can't make this up, right? So... I told Build.com to send me a brand new toilet so I can get EVERYTHING that a toilet comes with. They did, and I put all of the Frankenstein parts back that I currently had back into the boxes for a return. Oh... It gets better... I promise :) They said it wouldn't be worth it to return the toilet parts. I said "Well, if you're not going to take this back, what company are you going to contact to get this crap out of our house?" That changed their tune real quick... So... Close to 4 months to get a toilet figured out. The toilet is nice, but the people who work there need to quit what they're smokin... I mean, I live in Colorado where it's legal and we can at least do our jobs... This company is the worst company I've ever dealt with. Total incompetent boobs...

I am an electrical contractor and I ordered two parts on build.com for a client. I had a deadline to get the job done. It involved replacing a heater. It listed over 80 of the items in stock. A few days later I get an email saying the part had been discontinued and refund issued. A few days later I get an email saying I received a credit for the second part on my order with no explanation why. Yet another site that acts like they wharehouse their own merchandise but is simply a middle man that does not put the man poser into making sure it's available inventory is up to date. Second time I have had this issue with them and it will be the last.

I bought the oven and microwave combinations from build.com the microwave door was broken at the time delivery I did call them and they said they do not accept return and everything should call Bosch which is company that made microwave and oven. I made about 6 phone call total to Bosch company all they said are the parts is back order and they may have by next week it take me about 11 weeks now and everything is go no where no part, no email ect... come in guy if this happen to me as samsung or GE product it should be take care in 2 week or shorter time now I am stuck with them their customer service is suck they all helpless, the build.com do not take any responsible for what they sell all they want is your money please aware of this company bad service, no customer service, and for Bosch company they don't have a part for anything everything you need they don't have it they don't even have technician in my area they send out the guy look so stupid I don't even think he know what he doing over all I am very disappointed bad product and customer service from Bosch if you like their product please go buy some where that you can return if there is some thing wrong because build.com will not accept any return. Waisted time and money

Just received my replacement part 3 days ahead of schedule. Sam was my contact person for the company. Outstanding knowledge and follow through service. This company will get all my future business. As a sideline, I originally ordered the wrong part and when I told them about it being my error, the company allowed me to return the part for credit and even provided a return UPS label. Great friendly company to do business with. Thank you.

Ordered bathroom fixtures and light for a remodel. Order was delivered promptly considering mountain passes have been closed periodically due to severe weather lately. There were more than a dozen items and everything was shipped exactly as ordered.

We ordered lanai furniture from build.com before Thanksgiving so it would be here for Christmas company. Their communication was horrible. Their initial notification when we ordered said it would arrive by Dec. 2 but the date comes and goes and we hear nothing from them. We had to contact them and finally got them to ship the furniture. They should have taken care of this themselves. It then took another 2 weeks for it to arrive with a portion of it damaged. Processing the return and new shipment took many phone calls and it still has not arrived. Furniture was supposed to arrive today and we just got notification that it won't be here until the 27th. Kind of late for our holiday celebration.
DO NOT order anything from this company. They don't seem to have any contact with their shipping contractors and all the apologies on the planet won't actually process and deliver orders on time.

They have decent prices, but apparently their ability to do that is via highly compromised customer service.

I placed a $2000 tile order that I wanted shipped at once. That's impossible. Tried to cancel the order WITHIN 12 HOURS OF WHEN IT WAS PLACED (AND IT WAS PLACED AT 3AM). They could not cancel it all. One item shipped. So now I'm screwed... so I call them up and say that you might as well reinstate the whole order since you've created the problem I was trying to avoid. They say they can't do that either. In other words, they can't give the discounts I got with the original order.

So, if you use them, realize that you MAY get a decent price (only "may" because lots of their stuff is actually not as cheap as Home Depot. BUT, it will come at the cost of absolutely terrible customer service. For a site selling building materials in commercial quantities to a customer base that has a high percentage of professionals, this is pretty bad.

Commissioned sales people fail to follow up on order issues. Call after call to their individual extensions are never returned. So why give your customer a direct line?

These commissioned sales people will not intervene in another sales rep's order and so you are then forced to seek help from non-commissioned personnel. Each time you call you have to first go through a commissioned person to then hopefully get to a non commissioned person willing to help you. You get passed from one person to another until you literally have a roster of names!

Stay away from this firm. I blame executive management for fostering this type of system among their staff. This not my job attitude is terrible.

Ok, so I took a shot and ordered a sink online. It showed up right on time, yeah. I hired my plumber to install it and he showed up, yeah. So then we opened the box and there were no hanging brackets :( I called build.com and the man I spoke to suggested I find a local retailer who might sell the brackets and he even gave me the name of a plumbing supply house. He indicated they would reimburse me for the cost of the bracket (cost was only $4). So I did this, I called around, found the bracket and paid one of my employees to go get it so it could be installed vs sending the plumber away. So I emailed build.com, and now they are refusing to give me the $4 back let alone any compensation for them sending me a defective product and all the extra time and money it took. They said I should have sent it back and waited for a new one (IE pay the plumber for the trip and then to come back which would have been an extra $120). I am VERY unhappy with this seller and I will not be ordering from them again in the future.

Build.com will charge you to return a product, even if the product you received is faulty. In my case, I ordered Rev-A-Shelf clothes bins in the metal tone of brushed nickel. When they arrived in a gold tone, which did not match any of the other brushed nickel in the closet, I asked for a return code. Unknown to me at the time, they charged me almost $20 to process the return. Although I have been satisfied with materials I received from Build.com in the past, I will not order from them again. The additional costs, should you need to return, are too much.

I paid for two day shipping (outrageously high $) on my first order from Build.com. Their own shipping documents shows Order Date as Thursday and Ship Date as Friday. Package shows up mid day Tuesday, business Day 3 (Friday, Monday and Tuesday). Called in to ask why I paid for 2 day and got it in 3 days, and was told "Oh no, we don't count the day that we ship it as a day". I end up missing my customer's date (angry with me) and paying outrageous shipping cost. Lesson learned... don't do business with these guys because they don't represent themselves honestly when they advertise "2 day shipping".

Well, I ordered 2 Kohler pedestal sinks. The first one had a broken pedestal. They replaced it but the plumber had to make a second trip-- more $$ out of my pocket. The second one, the sink was smashed to bits. They replaced it-- replacement was broken as well. Had to order it from a local store. Ordered a big shipment of plumbing products-- $2000 worth. Shipping company claimed they couldn't come down my street (ridiculous) and had to be re-routed. They tried to charge me $60 to send to an address less than 3 miles away. Build worked it out but it took days and lots of attention from me. One of the drain assemblies was dented. Still waiting for the part. I ordered chrome bar handles for a bathroom vanity-- the screws don't thread into the holes and keep breaking off inside the handle. Had to reorder 3 more, and they didn't work either. I have 9 defective bar handles with screws stuck in the holes. Ended up going to a local store, buying new hardware (trying to find them that fit the hole spacing already drilled!). Orders are hard to track. Things arrive with items missing from the order. Try to relocate the original order and it looks like I didn't order them. So I reorder and they both arrived on the same day. This happened multiple times. Customer service people are very nice and try very hard to help you. I just don't have the time or the patience for all of these broken, inferior products. It's only a discount if it comes in one piece. Not doing this again if I can help it.

On hold times for customer service was unacceptable. Beware of return policy. Ordered over $500 worth of items and they would not allow a return of a $75 item I did not need, even when I offered to pay a re-stocking fee. Bad business. I'll stick with Amazon from now on.
EDIT: after voicing my complaints to the company via email, a customer service rep reached out and made the return so I've added 1 star to this review. The telephone hold time was still too long and the first customer service rep I contacted was useless. In the end, they made it right but I shouldn't have had to fight that hard.

I have been dealing with venders and online sites for 20+ years and BUILD.COM / Riley Higgins is OUTSTANDING for customer services and pricing. They blow away the competitions prices, all smaller items delivered the next day at no cost. One large item delivered by a third party, the shipping service tried to add charges, resolved the same day. If you go to any other home improvement site and do not check with Build.com/Riley Higgins you are throwing away money and wasting your time.