Build.comReviews 670

Build.com is NOT a reliable site in any way. We purchased three Toto toilets from them that listed a 5 year limited warranty, but that is completely wrong! The warranty is only 1 year according to Toto and Build.com won't take any responsibility for their inaccurate listing except to say they will change it. That doesn't us at all now that we have to make a warranty claim after 1 year and who knows how many other listings have inaccurate information on Build.com. DON'T BUY FROM THEM!

My wife and I are building a new home. We purchased our appliances through build.com The build hit delays and we had nowhere to store our appliances, so we did not unbox them. When we went to put the appliances in the house we found that the top of our $2700 refrigerator was crushed. So bad that the doors would not even close. They told me that I am stuck with it because it was not reported before their "30 day inspection period". Can't believe they would screw me out of $2700!

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 Nov 2,2024, I placed two orders on Buid. Com, Inc (Chico, CA) (a. K. a. "Ferguson Home" and "Build with Ferguson"). The company charged my credit card $1,156.36 and $1,116.42. The first of the ordered items was shipped straight off, as it should have been. The story of the other (order number *******) is truly sad. On Jan 3,2025, I was promised via email that it will be shipped on Jan 30. On Jan 24 the promise was to ship on Feb 5. On Feb 24 they promised to ship on March 11. On March 15 promised March 27. On April 16 they promised to ship on April 27. Their credibility in my eyes dropped down to zero. I repeatedly asked Build. Com to cancel this order and refund my money (which they kept for no good reason for many months). I keep getting in response new promises to ship the ordered item, and no refund. I retained all their emails for possible legal proceedings. I won't back down in the face of this blatant breach of contract. I will get my money back via credit card or, if necessary, via the court of law. Naturally, I will never again do business with Build. Com and warn others to avoid it: every name Build. Com uses should be a red flag.

I bought a very expensive toilet for a client via build.com's trade program. The item arrived quickly, but arrived damaged and unpalletized (it's 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'm sure my credit card will have my back on this, but build.com/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!

They advertised two Kohler bathroom accessories as made in the USA that were actually made in China. They offered a refund if I returned the products which is a hassle because it delays my remodeling project.

Ordered item 11/27.
Received email confirmation 11/28 stating product " leaves the warehouse in 2 days."
Received email 12/4 stating product is " backordered."
Backorder means after 1/29.
Purchased similar item and asked build to pay for expedited shipping.
Build representative ended chat.
I recommend nobody shop with them. I won't even use Ferguson anymore as I am so dissatisfied with such terrible customer service.

They are scammers, they claim to offer a 90-day return policy, which is completely deceptive. I bought a dishwasher and as soon as we installed it, the device immediately started having problems, making a repetitive electronic noise every 15 minutes constantly. We requested a return since we were within the return period, and they replied that they could not accept the return because it had been installed. How were we supposed to know before installing it that the device would fail? Were we supposed to have prophetic vision? They are thieves.

A month ago items were sent to the wrong address and have yet to be picked up. No one answers my call - how? Why? I've even called the shipper to pick up and it still sits 7 hours away from me, or else I'd have driven it back to the warehouse myself. Such a shame because the front end delivery was excellent. Except to the wrong address.

I'm a contractor, they delivered a mini split instead of the shower base I needed, they couldnt/wouldn't send a replacement for another week or more, didn't even offer to expedite or some kind of partial refund for all the money they're costing me, and to top it off I have to bring the whole mini split system to a ups store if I want my refund processed

What a joke, lesson learned from wandering away from wayfair and trying something else.

No updates from Build.com regarding this delivery except one email over a week ago saying the item has shipped. Even though there was a place to input a phone for text updates regarding delivery. R&L Carriers delivered this to the bottom of the driveway and left a $2,500 refrigerator in the rain. Their website said they could deliver this to the bottom of the driveway despite their moto being "We ship anything, anywhere, anytime!" so we were actually prepared for that. However, in combination with no text updates this is super uncool. Lowe's delivered our oven and dishwasher to the front door. I will never use Build.com again.

The app is non functioning. I think that the people on the Chat lines are Bots. Given phone numbers with real people on the voice mail who never returned my calls. Delivery service is treble. Was not informed that 540 pound article was arriving until they were at my door. And then I had to get it from the truck on the street, down the driveway to my front door. No warning. It was a disaster. Lowes were terrific. Beware of this company..

The product arrived damaged and I refused the shipment - and shipment tracking shows it arrived right back to their warehouse four days later! It has now been THREE months since that refusal and I am still waiting for my refund. I have spoken with four different customer service reps - each of them telling me that they processed my refund and that it would take 3-4 days for it to arrive in my bank account. Yet, here we are, still no refund. Three months. Perhaps their policy is to stall as much as possible in hopes to get the customer to give up. Not happening - especially with an $1,600 item. DO NOT BUY FROM THESE PEOPLE! They are crooks.

We paid for this item May 8th and it was supposed to ship July 17th. It's now July 18th, and we've received absolutely no communication from Build.com about the pending order. Called their 800 # and was on hold for 32 minutes when the hold music stopped and all I heard was static on the other end. Went online and used their chatbox. First, the bot repeated what I already knew. Was on hold in the chatbox for about 15 minutes before I received a live person. He told me that my item was delayed until August 3rd. Uh...when was someone going to tell me? I've had a hole in my kitchen countertop waiting for this thing since May. He processed my cancellation & refund, but said that I would only receive the refund once the package was intercepted and cancelled. What if it can't be found to be intercepted? Translation: I'm probably going to have to dispute the charge with my credit card.

On top of everything, Build.com does not want your feedback. At least not until you open up your computer to ads, cookies, and malware. Why the unnecessary roadblocks? Because they don't want your feedback.

This place sucks.
Ive placed 3 or 4 orders and every single one of them is a problem.

Products are damaged. Not shipping damage. Example. I ordered 4 edge pull handles(they are basically 90 degrees bent metal). All 4 showed up stacked together. 2 were perfect and 2 were bent and had threads imprinted in the aluminum. Obviously sent out that way.

Another example. Blum drawer sliders that had plastic adjuster tabs broken off but not in the box.

This last order. I ordered both blum and knape & vogt screws. 5 different part numbers. Not a single part number was blum or knape & vogt. And in fact all the screws were some made in china brand called quickscrews. Bait and switch.

I also placed an order then Immediately called back to add on one more part number and they would not add on anything so I told them to cancel the order so I could re-order everything together. Well, they never canceled the order. It showed up the day before the second order that were ordered 2 hours apart. Both from different shipping companies.

Be warned that if you call you better have two hours before you get off the phone because you'll be on hold that long

Been on hold for over 45 minutes (second call about build's failure to email me 2 return labels) and still no answer. If you call to purchase, they answer immediately. They sent a shattered toilet basin that I was forced to dispose of. Still waiting for return labels for the other 2 parts. Still on hold...60 minutes later...

I ordered 26 hardware cabinet pulls. I ordered 25 quantity in the 3" center to center size, and only one 5" CTC of the same brand/type of pull. After waiting nearly a couple of weeks, the pulls arrived - all 26 of them in the larger 5" CTC size. None were the smaller 3" CTC size that I needed.

I promptly phoned Build.com customer service and after being on-hold for well over 20 minutes, I spoke with "Laura". She was pleasant, but never apologized for the Build.com's mistake (which held up my remodel project), and she arranged for me to receive the correct size pulls in a second shipment.

Laura sent me a return label by email, but I had to use my own paper and ink to print it, even though the mix-up was no fault of my own.

Today, a week later, I received the second shipment of replacement pulls and ONCE AGAIN - the WRONG size was sent! I received more of the 5" CTC pulls!

What the HECK? I called Laura back and asked for a full refund. This is ridiculous. 3 weeks later, and still everything they sent me is wrong. I'm going with purchasing hardware from another company now, sorry to say.

This company resales and your product is shipped from another company. They do not inspect or have any quality control over what is shipped. I received damaged products that could not be installed. The products were not damaged in shipping since the parts were made of steel. I sent them pictures of the parts and simply requested replacement of the damaged pieces. They denied my claim and refund. I escalated damage claim to pay pal. Let the buyer beware. Other legitimate companies sell the same product and are concerned with their image. Apparently build.com only cares about themselves.

We ordered a vent hood and kept it in the box and wrapped in the plastic for three weeks until the kitchen was ready for it to be installed. When it was installed we then took off the plastic wrap and found that it had a small dent in the upper left. Build os refusing to replace it. Will never order from Buold again. Poor customer service. All other companies would gladly replace a damaged product. Very disappointed

Error on my part with shipping address. But how can you argue when address doesn't exist. Then they send response that it was delivered when the UPS tracking indicated that status changed to "return to sender". Then filing a claim or communication to them is difficult unless you want to talk with a CSR whom is reading from screens vs any resolution skills. Basically their response is: we ship, they said it delivered and you lost your product. They offer to file with UPS but you will pay for shipping. Estimate starts at 1/4 more of your order. Hmm sounds like a "no thank". I paid my stupid tax to learn not to use Build.com / Build with Ferguson. Always leave a positive. The photo of the non product was nice..