"In M id-April, I ordered a chain saw that the site said was backordered until April 30, and Build.com billed my credit card for $300 the same day. I complained to customer service about the pre-mature billing, and got brushed off - "That's our policy!".

Now, every time I check the status of my order, the delivery date gets pushed back further and further. How long will they hold my money with no interest, until the saw is delivered or I get p*ssed off enough to "try" and get my money back - 6-months?, A year??"

"After reading negative reviews here I was somewhat uneasy ordering but decided to do it anyway. Sometimes negative experience gets much more exposure than positive.

I ordered generator transfer panel on Saturday and the next Monday it was shipped. I received it by Wednesday. The price was OK (not exactly great) and order flow on the website well designed. Selection of merchandise is good. Email notification with shipping information was sent as soon as my order shipped. Packaging was as good as it gets (double boxed).

My experience was good to great."

"NITEMARE !! unbelieavble cant even start ro explain whats happened theve charged my c.c. 1000.00$ and havent recieved anything but 12 emails one order they have no record of me placeing but have charged my account 489.00 and only half has shipped. stay away !"

"1 week to ship a item that allegedly was in stock. Another week for it to arrive via UPS and it arrives damaged or defective. Now patiently waiting for them to provide a refund of over $100 to my account. "

"Build.com is by far the worse online retailer I have ever patronized! I'm going to contact Amazon.com and complain to them, because they're the ones who recommended this outfit!"

"I wish I had read these terrible reviews prior to placing my order. I am experiencing the same shipping delays as mentioned by others (an Xtend ladder). Funny thing - there was NO delay in charging my credit card.

I will not use this company again - certainly not worth the couple of bucks I saved. "

"I will never buy from Build.com again. I placed 4 different orders from them and every one has had problems.

1. I found a beautiful Kichler Oil Brushed Bronze Keswick 52" Indoor Ceiling Fan on sale at Amazon that I loved. Placed the order. I got an email next day the order was canceled. No reason just canceled. I contacted Build.com and they said it was discontinued and they had no more stock. The lady was nice and said if I wanted to order anything else I could call back and she would check stock before I placed the order to be sure this time.

2. I called back to confirm 2 Kichler Bentzen fans were in stock, they said yes they had 17. I placed the order Thursday 2/14. I got an email saying they would not be shipped until 2/20, a WEEK later. If they are in stock why would it take a week to ship? Monday I got a shipping update saying they would ship that day 2/17. Tuesday I got another notice they would ship that day 2/18. Wednesday I received another notice they would ship Thursday 2/20.

3. I placed 3rd order on Monday 2/17 for 2 more Kichler Bentzen ceiling fans that they said were in stock. Same emails and delays as above.

4. I placed another order on 2/14 through lightingshowplace.com(build.com) for a Kichler 339011OBB Oil Brushed Bronze Sutter Place 52" Indoor Ceiling that included Cool Touch Remote because it included the remote for free. I called an spoke to a rep to confirm it included the remote and again they said yes. Fan arrived today and guess what, there was no remote. 30 min out of my Saturday morning with a very nice rep named Amanda and they are shipping the remote and transmitter.

It is a 15 min drive each way to the nearest UPS shipping location and like most people I hate sending returns back so I try to be as thorough as possible. If I had not called to verify the details or they had messed up one of the orders it would be different. But all 4 orders had problems. It seems to me Build.com is far from organized or having their act together.

So far I am very disappointed.

Before you order from Build.com think carefully. They seem to have some great prices but be aware there is a reason.
"

"I ordered purifier filters for an AllerAir industrial purifier from build.com because of the free shipping.
I'd read reviews about delays but the $40 shipping savings seemed worth it. "3-5 business days" was 7 business (10days total) and my order was still listed as "processing".
When I emailed about it, I received a prompt reply, which said AllerAir had this backordered and it wouldn't ship for another month. The customer service rep offered to cancel my order if the delay would cause a problem.

Good customer service response at that point except it wasn't accurate.
The filters came the next day.
The same confusion and disconnect other reviewers wrote about.

I assumed the 12" deep HEPA filter was framed with metal because it was the same price AllerAir charged for the metal (vs wood) frame. I ended up paying the price of the metal frame but received the wood, meaning I paid an extra $100 for "free shipping".
I wish build.com had been clearer about what I was buying."

"We placed a lighting order totalling over $3300 in early September. Because it was so large, DH placed the order with a sales rep instead of doing it online and was very impressed with the service. The rep made suggestions and answered questions, then followed up with us as well. The order arrived in 4 shipments, all of the contents were undamaged.

Their lighting selection is huge, and the prices were as low, or lower, than anywhere else we could find. We are very happy with this experience and will be using Build.com as often as we can. "

"I purchased some ceiling fans and wall switches for the fans from Lighting Direct (a build.com company, all support provided by build.com) recently. The items represented as "in stock" are indeed in stock (which is good)... at a warehouse somewhere else in the US. My fans arrived in 2 separate shipments with everything in good condition. The switches however did not arrive. Well, one of them did. It was in a box that had zero tape on it, the others may have fell out of the box on the way, who knows. It didn't matter because it was not the switch I ordered in the first place. The matter was supposed to have been taken care of with an overnight shipment, thus all the problems begin. The warehouse is totally incapable of following simple instructions and screwed up 4 shipments including the original. On the phone build.com staff apologized and promised it would be fixed, however it was out of their hands. Ultimately their warehouse's performance reflects on them so I can only give them a poor rating. The manager did offer to refund me for the switches and even kicked back a little extra for my troubles however I continue to receive emails instructing me to return the items that were never delivered to me, in fact build.com acknowledges that the last of those shipments went to the wrong address! I feel that **IF** they had more control over their warehouse this would be a great company to work with, however their Google Trusted Merchant rating means little when I'm stuck with all the problems at the end of the day."

"I placed an order with Build.com for 12 items from Heat-Fab - a complete stove chimney set up. The customer service rep answered the questions I had through Build.com's Chat feature - very handy! The prices were the cheapest I could find on the internet for these items. I received all of the correct items in 4 days. I have to say that the Heat-Fab stove pipe is absolutely beautifully made!!!! It is made in the USA. Thank you Build.com AND Heat-Fab!"

"I ordered through Ebay. Build.com offered a FOUR PACK of Shop Vac right angle brush nozzles for only $20. Obviously an ad writing mistake because other Ebay sellers were asking as much as $27 for a single nozzle. I ordered one four pack, (their ad said more than 10 available),and paid via Pay Pal. It is a month later and I have not received my order although the order shows as shipped on Ebay which is a lie. I wrote a complaint email to build.com. I have since received two emails from build.com. The first email was to advise that they would be shipping on July 1st. The second email from this company said they would be shipping on July 10th.
I then filed a complaint with build.com through Ebay as follows:

"I see you have extended the shipping date for my FOUR Shop-Vac 906-79 N/A Right Angle Brush Accessory's again. This time by 10 days. I also see you have another ad on Ebay for the same item at a much higher price and you ad shows "more than ten available". Why don't you send me four out of those ten available, take your loss and keep your credibility. You probably buy these in bulk from China for fifty cents each anyway. Are you holding back on shipping to the other buyers that bought off this ad as well? It was your mistake so ship my items please. I am the kind of person who would have been willing to work with you to solve your little advertising error problem if you hadn't been messing me around and not shipping what I paid for for extra weeks now. I still want these "items".

That is about it regarding the character and ethics for build.com."

"Inconvenient return process -- using the online return process, I did not receive a return# within the stated 3-5 business days. I sent an e-mail asking about the return and was told a return# would be sent within a few days. A message with the return# arrived the next day along with a printable address label and instructions to return using a trackable shipping method. It cost me $16 via UPS, but if Build.com had sent a pre-paid shipping label, shipping cost could have been at their much lower, contracted shipping rate (which could have been deducted from the refund). I've had easier, faster, and cheaper return experience with competing Amazon storefonts."

"I see others complaining about build.com but it seems that most complaints would be eliminated if people contacted build.com before ordering if the order is time sensitive. Build.com is not stocking all the items on the website. it seems they take the order and then pass this along to the manufacturer for fulfillment. in some cases i expect that the manufacturer's inventory count is off or there have been sales since the inventory was updated. we have placed several orders with build.com and their associated websites for our new house amounting to tens of thousands of dollars and have never had a hitch. of course we always get on chat with them first to make sure that items their website says is in inventory is in fact there. sometimes it takes until the next day to confirm if the manufacturer is on the east coast and has closed for the day. I have no complaints with build.com and no reservations about ordering from them."

"Have received great service and great products from this seller. They ship in a timely manner and items have been packaged well and perfect for our needs. They have a wide selection and the products I have received from them have been great quality. I highly recommend them."