FaucetDirect

Worst online ordering experience I have ever had.

I placed two orders, one with faucetdirect.com and one with build.com not knowing they were the same company. Was notified the order didn't go through because of payment, which I did with Amazon Pay. Then the second order I did with my actual card. Both wouldn't go through.

Their support chat was abysmal and so I called.

Spent 2 hours between two reps. No one could tell me why the payment didn't go through. I couldn't even use another payment method after the other two failed.

Finally I just cancelled the whole thing, went somewhere else and found my item for $30 cheaper.

Should have looked at the reviews first. We have one broken faucet handle. Obviously we needed an exact replacement. After 2 months they told us it was back ordered (fine) and the next day it was shipped. They shipped a substitute. Really?! And they tell us to call to get it returned. Well they don't answer the phone. I say this after 4 attempts and hours of waiting. They refuse to initiate an online return. And the expert chat won't answer our questions. Avoid them.

I received returned/damaged faucet, and then had issues with the second one and after ongoing calls often with MANY minutes on hold I got someone in a senior position. Despite intimating they were in the office of the president they reneged on what was promised, made up that I agreed to something I didn't and ultimately I had to send copies of emails that I was thankful I kept to them to get them to do the bare minimum to help me. I had a plumber out 3 times (2 extra visits) at my expense and documented the bill to them. I will be waiting 4-6 weeks for a measly $50 and had to pick a different faucet far more expensive after the first one obviously doesn't work. They've since removed it from their site. I got the attitude that I stretched their goodwill despite dealing with this for 5 weeks, MANY emails and phone calls and a lot of hassle. Never use them again, nor build.com nor any other alias they work under.

If I could give negative stars I would. Absolutely appalled that we received our bathtub which we were needing a contractor to install and so it took longer than three days obviously. They said that because we had the tub longer than 3 days we could get no refund regardless of the fact that Still in the wrapping on the pallate the shipping completely cracked and damaged the tub. NEVER use them for a construction project that will take time. Unaccommodating and absolutely unreasonable I will never shop here again! EVER! And I am spreading the word.

If you pay expedited shipping, they will still take every bit of three days before they ship it. Their shipping policy says 1 to 3 days and they use the three days as an excuse. I tried to connect with that customer service department for three days through chat and the phone and you cannot reach anyone then when you reach someone they tell you there's nothing they can do. They cannot change it to standard shipping since it's too late and you should've called them sooner and then they disconnect the chat. Then you can't get back on the phone with them. Do not waste your time. If it's important to you it's definitely not important to them.

We've purchased qty: 3 sets of Duravit ******* Stark 3 Elongated toilets. They've arrived without the toilet seat and cover! The add does not indicate that the seat/cover is not included. It's contrary to some other similar adds, which have this information included.
After spending over $250.00 for (three) toilet seat and cover, they've send incorrect item! (wrong model). Such disappointment, in such simple procedure. Be aware!... don't waste your energy!

I can only give Faucet Direct a positive review! They are extremely quick when it comes to shipping! I first had my reserve on when dealing with this company because I thought they would be like most other stores that promise you an item that they say "they have" and after ordering they suddenly don't have it in stock and delaying your project! As the title reads slow start but great ending is because although they quickly had a tracking number I could not track it because it said "shipper has created a label but UPS has not received the item yet." So I waited upon the expected delivery date and it was a "no show" so I then called customer service at Faucet Direct and waited for an hour to talk to someone and was told I would get an email regarding this matter. Well to my surprise I received a full refund and a new order at no cost to me that was delivered as quick as 1 day after my call! Now is that great Customer Service or what! I couldn't think of a better resolution! I've dealt with other website stores that pickled me around and didn't even try to excuse there mistakes! (like Home Depot) Faucet Direct is highly recommended if you want reassurance of your item coming and if there is maybe a mistake (we are only human) Faucet Direct takes full accountability without you making you feel pickled!