Sergey B.

On 21 March 2021, I placed an order at Build.com for a Kohler Santa Rosa toilet. My credit card was charged right away for the price of the toilet which was approximately $300. A week later the shipping company delivered several boxes from Build.com to my house. A few days later my contractors who were working on our bathroom renovation indicated that incorrect item was delivered: instead of one Kohler toilet two Toto toilets were delivered to me. The packaging slip that was attached to the boxes indicated my name and order details for Kohler toilet. I immediately reached out to the Build.com customer service. After approximately 40 minutes of wait time I was connected to the representative who assisted me with the return or the items which were sent to me by mistake by Build.com. A week later the shipping company came to pick up the boxes (which were unopened since original delivery), however, they were not able to pick up the boxes since they were missing a pallet on which the boxes were originally delivered. This was due to the fact that my contractors discarded the pallet together with some of the construction debris in. I called the customer service again. After an hour wait I spoke with the representative who indicated that they can't pick up the boxes without a pallet (even though all the packages are unopened and in the same condition as they were delivered to me). I was suggested to go to Home Depot and seek for a new pallet there. Since I don't have a car which can fit a pallet into, I sent another e-mail to Build.com requesting to resolve this situation since it was obviously not my fault that Build.com messed up my order (my order was never delivered and I was stuck with two toilets I never ordered). Shortly after I received a call from Build.com and the representative indicated that they will arrange the pick up of the boxes by UPS (who do not require the pallet). She also indicated that I will get my money back shortly after the items are picked up. The next day the UPS guy came by and was able to pick up only two boxes (one toilet) since Build.com provided him with only two labels (while I specifically indicated that there are 2 toilets in 4 boxes). After correspondence with the customer service again I was assured that they will send additional two labels. The next day the same UPS guy came with ONE LABEL for 0.5lbs package (!) and obviously did not pick up the second toilet since there are two boxes and their weight is definitely more than 0.5lbs. I sent another e-mail to the customer service but they responded that I need to "call in and ask to speak with a manager". After my request to provide the direct phone number of the manager or ask him/her to call me (I don't have time to spend additional hour waiting on the line and explaining the entire story from the beginning) there was a radio silence - Build.com customer decided to stop responding on my e-mails.
As a summary, I have never received my original order but was charged for it. It's almost 3 months that I am dealing with Build.com and trying to get my money back for the order that I have never received. They suggested that I talk to the manger and stopped responding to my e-mails…
I'm currently dealing with my bank to dispute this fraudulent transaction with Build.com. I would never do any business with this company!