The Builders SupplyReviews 14

Crazy this place is still in business. Paid $10 for "premium" customer support because I needed to verify that they actually had the material and a ship date as I had a deadline to receive delivery. Called support 4 days in a row to verify and every time they said they will have to check and would call me back or send me an email with an update. Never heard from them. Turns out the material the website said was in stock actually wasn't and was being ordered from the factory.

Purchased some window screen parts in late February. Tried calling to follow-up on order delay and unless you purchased a higher level customer service level there is no live help. After multiple emails finally got a shipping date 5 weeks later. Item never shipped. Emailed again - it said if you still have questions call this number. After going through multiple IVR prompts - ended in email us for help. Called credit card company- to stop payment. Several days later got another shipping notice. Finally received order 7 weeks later. This was absolutely my worst customer service experience ever.

I ordered a Hafele uplift cabinet hinge for $168 but soon realized we had selected the wrong part number. Immediately, I emailed the company to request a Return Merchandise Authorization (RMA), but received no response for five days.

Due to this lack of communication, I had no choice but to return the unused, unopened part to the Austin address listed on their website. I informed them of this action and provided the tracking information. Only after they received my email did they inform me that the part could not be returned to their office, and instead needed to be sent to a different address. They stated that they would return the part to me upon its arrival.

I explained that their delayed response forced my hand in sending it to the wrong address. Nonetheless, when the part was returned to me, I promptly sent it to the newly provided address. Unfortunately, upon its arrival at the correct destination, they refused to issue a refund, citing damage to the parts. This damage was not surprising given that the box had been shipped four times by this point.

I pointed out that a timely refund when the part was initially returned would have avoided any damage. Currently, I am in the process of disputing the charge with my credit card company.

I strongly advise against using this vendor based on my experience of poor communication and customer service. They appear to be a drop shipper and do not warehouse their product.

This is the first time using this company and they are amazing to work with! Highly recommend using them for anything you need!

Buyer beware! Based on my experience these appear to be the same scammers operating 2 similar online hardware stores #1 The Builders Supply & # 2 Cabinet District that seem to be sharing the same address in Austin Texas. From other reviewers comments they take your money and do not ship the purchased products as promised. I was going to make a large purchase of closet hardware but after seeing all of the negative reviews I chose to purchase elsewhere. Please do your own research before giving this/these companies your money!

This is an indian call center. They are not real. They just drop-ship items from manufacturers and are sometimes not even authorized to do this. I received an order from Richelieu and have been trying to return the items for 2 months. They sometimes do not respond for 10-20 days at a time and keep saying they are working on it and that the problem is with Richelieu. I have called Richelieu directly and they say that this is a lie and that they would authorize the return. DO NOT BUY FROM THEM!

Horrible, lost my items, took 3+ months to even get a response from customer service. Still have not received a refund or my items.

I wish there was an option to give zero stars, the customer service at this place is so abysmal. I placed an order for screen doors in January of 2019. The screen doors arrived at the end of January, but were missing all the hardware to put together and install them, which was supposed to be included. I called, emailed, and texted them multiple times and didn't get ANY response. Eventually, 3 months later, after badgering them weekly, they returned my phone call only to tell me that the order had been lost. Apparently, it took them a year to find the order and the parts (?) as the hardware finally arrived in May 2020, A YEAR LATER. They then failed to notify me that they had received the hardware, so it sat in their warehouse until now (July). I received the hardware last week. I called and called and finally got someone to agree to come install the doors with the hardware. He was supposed to come Tuesday. No show. There was no call, text, or email explaining why they didn't come. Do NOT go to The Building Supply at all costs. They are criminals who take your money, then refuse to do the contracted work. I'm horrified that they're still in business.

- failed to notify hardware was finally instock
-mutlple ohoen calls later. Service person scheduled to install and never showed. Called and did not answer, still has not gotten back to me. This is a year and a half later.

I ordered several items through their online website, then immediately requested my order be cancelled and I placed a more expensive order. They charged me for both orders. They refuse to respond to my numerous phone calls or emails. There is no expected ship date. I don't care about the current Pandemic. If they charge my credit card, they should provide CUSTOMER SERVICE SUPPORT. BUYER BEWARE. Additionally, there are multiple websites that point to https://thebuilderssupply.com/.
This company is giving a bad name to the great state of TEXAS.

Weeks ago, I ordered an item from TheBuilderSupply.com (Austin, TX). They claimed it was in stock. So far, the only part of the process to take place by them was to IMMEDIATELY charge my credit card - same day. I've actually already made the payment to the bank.
They have yet to even process the order. I correspond, but no response of any kind. And of course, no product has been shipped.

Tomorrow: a trip to the Bank and a call to the BBB.
I haven't even heard of this type of performance since the 1990's.

Very VERY poor service. Order arrived much later than promised, product was of very poor quality and when requested to return the merchandise (unable to reach a live person on the phone) it took them a week to get back to me and a 40% restocking fee for sending me an inferior product?! Completely disregarded their own 10% restocking policy. Purchase direct from Richelieu or Hefele or use amazon. Do not use The Builders Supply or Buildersarea.com!

They charge credit card even though they don't have the product they say is in stock online. Then you call to ask why they are charging your credit card and you may not get them for days, no emails responded to, no refund, no answer to your phone calls, voice message. Do not order from them still trying to get money from them for an order they never had in the 1st place. Beware. Scam scam scam File complaints with Bbb. Attorney general, consumer protection! And your credit card company, this place should be shut down, unethical!