"Ordered a tub drain part with specific color and material on a Saturday afternoon. I paid ~$17 for expedited shipping, with a delivery date the following Friday per their website. I checked a Monday later and the part is on it way and I also a congratulatory an email stating that. I checked tracking and sure enough it was shipped according to Build. I did not check UPS site unfortunately.
On Tuesday I check to see where the part is and to my surprise it is now placed back to order status. Spoke with 3 different reps within several hours and all gave me false information and lied in person and via email on its status of the part. Two days later (Thur) I received an email stating your part was shipped and just wait for UPS to update their website so you can track according to another agent. I contacted UPS they said nothing is shipped and Build does not have the part when we went to pick up. Contacted Build again and all two other reps gave me this BS; we have it is our warehouse and we shipped it, when I said no you have not only label has been created, she said it is UPS that didnt want to pick up. A second rep said we have not shipped yet due to computer error but it is ready for pick-up. When I checked back later in the day another rep said it is with the supplier waiting for UPS to ship to you, and finally a rep said it is on backorder and you can only do a special order. Lead time 10-20 weeks. When I showed him the pic from their website stating they had over 100 parts available when I ordered, the chat went silent and I was disconnected.
I emailed the rep three occasion and never replied to my emails/
Stay away from them like the plague. Horrible service and their showroom in Pasadena have the most unprofessional Service I have experienced. they are just as horrific as their online service"

"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 my order 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!
"

"Ordered an item on Friday, emailed them on Sunday, Items were not shipped at that time. Now received and email asking to call them to cancel my order. WTF they do not understand in cancel my order. Now I have to wait to receive the item and to return them."

"Ordered sink online, came with "Build.com" packing label. Did not like. Went to showroom Charlottesville, Va., was under impression Ferguson=Build (new incorporation. Explained i wasn't happy with first, told i could return for mailing back to company, check issued when returned. Bought new set, paid, received (was in C'ville for back surgery..intended to bring back staples removed, next week). Contact from C'ville store says "Build.com" "outsourced" to others, they won't accept, mail back, help with refund processing-which is a ****! On hold 1/2 hr. Typed a long 'chat', never to have any response (Stuff about 'password' being needed-'Build doesn't use Facebook'-intervening mail with 'magic word' cut off my diatribe-(saved, 'status'? How the hell do i get to that?) Bewareof What you buy, Where you buy it with this company-true "Shell Game""

"Was sent the wrong item. After hours, spoke with customer service who arranged return pickup and replacements items and said i would get a return label and someone would come to pick up return item. After days and no return label called back and was told return denied and replacement canceled and to sell on FB marketplace. Curse word here."

"They lie can not deliver and steel your money "

"Their website has multiple items in stock. The second you buy from them you will get an automated email stating the item is on back order. Customer service is anything but truthful. The reps will tell you whatever it takes to get you off the phone. I encourage anyone reading this to either file a complaint with the FEDERAL TRADE COMMISSION or avoid Build.com at all cost. Save yourself the headache, walk into any Appliance store and buy from them. I spent more than $10k on appliances. The dishwasher arrived not working, they said it is Samsungs responsibility. Ask them to bill you on your next purchase, when the product arrives. This business is not recommended. NO STARS!!!!!"

"I purchased a toilet on the Amazon Market Place from Build.com. I was waiting for delivery by following the info on my Amazon account. Info stated that the toilet would be delivered 9/17/20. When checking tracking, none was available.

After not receiving my toilet by 9/22/20, I contacted seller thru Amazon's website. Was informed that the item was returned because I had not contacted the carrier to set up a delivery. I was also charge $150 for the return shipping. I said I was never contacted. Found out that this was incorrect, and they had sent me an email on 9/7/20 stating I needed to contact the carrier. The email was titled Amazon Market Place, and I overlooked it.

I do take partial blame for this, but am very, very disappointed that Build.com made a minimal effort to contact me. One email, no phone call, no text. I have purchased multiple large items thru Amazon and never had this occur.

I learned my lesson, and will never purchase direct from Build.com, and will make sure to check the seller on Amazon, to make sure I never purchase from them again.
"

"I purchased a refrigerator. When the manufacturer sent a repairman, he identified hidden shipping damage. Build.com claims responsibility only if notified within 48 hours of delivery. Hard to do with damage that only could be identified by a trained repair person after disassembling the unit. Better to buy from a reputable dealer.
"

"BEWARE OF THIS COMPANY!!! I thought I was ordering a mini freezer. The cost was $926 after taxes and fees, but to my dismay when i opened the package it was the frame for a freezer.
I was completely dissatisfied as the price and even the profile site suggested that I was purchasing a whole mini freezer. What completely has me irate is when i called build.com to return the item they said I could not return it because this specific item does not take returns. I have no words to explain the dissatisfaction I have for this company and their return policy. Especially after spending close to a $1000 on a product that i was misleading into believing was a whole mini freezer and not just the frame for the freezer. DO NOT ORDER FROM THIS COMPANY!!"

"November 10, 2019 I ordered a outdoor lamp post kit and light. It never arrived. In April 2020, I called them. THey had emailed they had delays before this. In April, they promised July 2020 delivery. In July 2020, they are 'experiencing high call volume' and cannot help me. I paid with paypal, who will not open a case to resolve because it is more than 180 days old. Build.com lied repeatedly to me - probably knowing if they got me past 180 days- they could keep the $410 they charged for a product they never shipped. Scam artists. Stay away. "

"Ordered a Bosch Dishwasher from www.build.com on 05/18/20 when 12 units were displayed on website as "in stock." Subsequently received email notice 10 days later that the item was on backorder and extending date of delivery, plus three additional notices of delayed delivery due to backorder.
Subsequent follow up with Build.com's "Office of the President" (a different person other than displayed on the website doing business under name "improvementdirect.com" revealed that the web site had under-represented the number of units that were supposedly in stock. Finally received notice that the model was being discontinued by the manufacturer on 06/30/20.
Note: Build.com charges you at time of order versus day of shipment.
After a time of patiently spending hour upon hour dealing with the company, I ultimately cancelled my order requesting a full refund as I was not interested in pursuing a substitute model. Buyers Beware!
I would rate Build.com a "0" (ZERO) if the website permitted me to do so."

"I had a door handle break during the install. I sent pictures as they asked but have only been ignored. What good is a warranty if the company just ignores you?"

"First of all wait time to speak to anyone is over 30mins! no matter the time of call. I ordered a door handle set to replace the one on my custom front door. The picture on their site was the handle I needed. When I received the item, it was another model. I called spoke to a rep Milo who seemed to be helpful, found out that was a superficial helpfulness. He said he would speak to the warehouse to make sure the correct handle was sent & if they did not have it, wd change the pic on the site. I again received the wrong model, same one as before. When I emailed Milo, no response, when I left a VM on his phone, no response. Finally reached another rep Mario to completely cancel my order. Returned the set on 6/4, by 6/23 I still had not received my refund. Called build again spoke to rep Ryan who then took another 15min to find out why I had not received my refund. Ryan was helpful and said he pushed the refund as it wasn't completely processed. I think they did not process it at all. I do not not not recommend this company, will never do business with them. "

"I am a custom home builder and have ordered from build.com three times, and all three times were terrible experiences. I will never use them again, and I would never recommend them to anyone. They lie about having items in stock to get your order, and then the real delivery dates are weeks away. The freight companies they use always have scheduling issues, and the items arrive damaged almost 50% of the time. They mix up shipping and billing addresses often as well, and their customer service is terrible. Often I have had to wait weeks to get an item they said was in stock, only to have it arrive damaged, and then have to wait weeks more for a replacement. As a professional contractor, this messes up scheduling and closings, costing me thousands of dollars. It’s simply not worth buying here. I can’t tell you enough how terrible this company is, and I strongly recommend buying locally or from a larger and more reputable place like Home Depot or Lowe’s. Anywhere is better than build.com"