"build.com gave very hard time when we tried to cancel a not-in-stock item, while their web site gave false information that the item was available and to be shipped in 1-3 days. they actually needed 1 month to deliver the item. We have to waste a lot of time and emails/communication before they admitted it was their problem. I have to say that build.com has the worst customer service I have ever dealt with in my 40+ years of life."

"Love this site, Bought a sink and it Had some minor damage during shipping, I called Build.com, I have never experienced such expert customer service. They 2nd Day Air'ed a new sink to me no hassles. Customer service rep sent me all email backups, and even direct dial extensions. Followed up with me by phone and email! WOW! You can’t beat these folks for customer service, they really want to please and make this a pleasant experience."

"I bought a fan on Monday. It didn't come with the blades that I wanted, and these were not in stock. So, I found them from another site. Well, I get an email on FRIDAY, saying the fan was no longer avaialble. It certainly was when I ordered it online that Monday. And, Build.com felt good enough about my order to go ahead and CHARGE my credit card. Not just put a temporary charge on there until they located my fan, no they actually ran the charge. So, now I've got to wait for Build.com to reiburse my credit card, and now I have to send back the fan blades that are currently on their way to my house. How can a company pretend to function in the Internet world, when they can't gurantee their stock? And, charge you without verifying they can complete your order? I did get an email back from them apologizing for my hassle, but that's not really enough. They said this happens when stock is low? Hmm, did I know this happens? No. Did I know stock was low? No. If they knew stock was low, and this sort of thing happens, then should they have gone ahead and charged my card? NO. This is not an internet company I would ever do business with again."

"I ordered 2 faucets from their site 1. from Build.com and one from Faucet.com (same umbrella) the orders shipped FAST and pricing was excellent especially with extra coupons and cashback via site. They have a ProAccount program which gave me a little bit more off. I ordered a Moen Faucet and Kraus Faucet, Towel bar and toilet paper holder. One order had gone through the other one for some reason got help up due to credit check . did a live chat and it ws quickly released and shipped and got the items within 2 days in time to finish my project. total purchase was close to 600$"

"I should have googled build.com before ordering my two dehumidifiers. I thought to do so after ordering. Now that I have completed my transactions with them, I realize that the complaints I saw online reflect my own experience. I have no complaint about the customer service I received with their company except that the setup of their business is not how I like to do business. Basically they are brokers for various products/manufacturers.

When I ordered the two machines, I expected to be able to track their progress. Though the web site (www.build.com) said that they "usually ship within two business days," I wanted to track the items as they traveled to my house. But when I clicked on my order number in the e-mail sent to me, I got "Order Not Found." This did not help my confidence in the company. I called build.com and the person who answered was really friendly and professional. But he had to call the manufacturer for information!! I thought that was crazy. The right hand did not know what the left was doing. The guy at build.com couldn't reach Frigidaire while I waited on the phone so he e-mailed me later with a PO number.

Long story short, it took some time for them to let me know where my items were and then when the order arrived, there was only one instead of two. The box was chewed up on one end (this could have been the fault of the carrier). I called build.com and they called Frigidaire again and eventually told me that Frigidaire was out of stock on that item, although when I ordered it, the build.com web site said there were 12 in stock...

Next I had to hassle with getting a refund. Build.com nicely offered to give me a deal on an alternate item but after this, I just wanted to get my refund and shop elsewhere. I ended up going to newegg.com and getting the same dehumidifier for $40 less than build.com and I received a tracking number within a few hours and the dehumidifier came in a pristine box within three days, with free shipping!

Some days later I got my refund from build.com.

Basically, if you want nice people to resolve your problems, and you have time to wait for those problems to get resolved, shop at www.build.com."

"I'll never buy there again. I made 4 purchases within 20 minutes over $200 total which qualified for free shipping. Yet after I paid on the phone and get an email I was charged for shipping on one order. Then, when all items showed "in stock", I receive an email things will be delayed and shipped from the manufacturers because they didn't have them in stock. I question if they even have a warehouse. I contacted them several times asking about my purchases and they said they would contact the manufacturer and then send me an update by email. I never received any emails. I finally received one order and if you check their online tracking, it still shows "processing in warehouse". So much for that. I'm still waiting on my other three purchases 2 weeks later. I finally received an email today saying it was shipped. So we are looking at 17-18 days from order to delivery. One item I can understand, four, no. They are nice up to the sale, after that, forget it. They are lucky. I was planning to cancel the order today. This company has several other websites under different names, so do your homework.
EDITED. I finally got the 3 heaters after 17 days. Two were the wrong ones and the right one was damaged. Now I have to go through the trouble of returning and getting new ones in probably another 3 weeks. Also they are putting a hold on my CC until they get the returns. What a nightmare purchase.

EDIT#2 I finally got the correct heaters on 3/28/11. That's thirty-eight days after I ordered them. These are in good shape. Turns out someone put the wrong product in the wrong bin location at the warehouse. After shipping the wrong order twice they finally figured it out. Now I have to go to the hassle of returning the others. Most of this falls on the Dimplex company that makes the heaters. But Build.com the way they handled the situation was poor. They could of at least apologized. They could care less. Next customer..."

"Customer service was very helpful and patient. I felt like I was talking to a real person who was sincerely interested in helping me. I ordered a bathtub faucet/trim kit and it arrived in perfect condition in two days with free shipping. I would definitely buy from them again. "

"Fun & user friendly for my first time ordering a company Magnetic Sign order for our Vans (I like the Discount for a order of 4, plus free shipping!) it was a Win /Win thanks ;) Daniel of Pantle LLC"

"Excellent, incredibly helpful and reliable. In stock really means in stock, items ship immediately. Have had some problems with items that shipped and were broken by carrier, build.com rectified immediately and without question. Love this company."

"We have placed several orders with this company. Some items have been delivered fine, but many items have been delivered wrong, e.g. round doorknobs when we ordered oval. Items arrive in boxes that have obviously been opened and resealed. When we returned one item that was wrong, they resent the *same* wrong item.

So, do not rely on this company if the item is critical to avoid delays in your project. "