"Please do not get sucked into buying from this horrible company. Their prices and products look great online and they say they have a straight forward return policy..but they do NOT! I placed one order for some recessed lights. I received a couple of boxes of lights. I ended up not even needing the recessed lighting for my house and requested a return for the entire order. I received one prepaid return label, went to UPS and they taped all the boxes together and fixed the return label on top. Little did I know that return label was only for one of the boxes. So now they are saying they have only record of receiving one box of recessed lighting and can only refund me $41 for a $200 order. So now I have returned all the lights but did not get hardly any money back. Customer service doesn't even care. Seriously do not waste your time here. Check out HOUZZ.com. I have had to return a few things there and they actual have an ethical and straight forward return policy. Building a house is stressful and expenseive enough, you do not need to waste your time being sorely disappointed by this company. "
"They were supposed to send me 5 boxes of four fans, they sent me four fans and charged me for 20. I complained. Jerimiah promised me my credit would be issued in a couple days. Never happened. Canceled the charge on my credit card and American Express did not back me up. I called again, they blew me off. I Have spent thousands of dollars with this company but never, ever, one penny more."
"I bought 2 interlock door knobs (over the phone) I needed in order to pass a fire inspection at my business. I needed them by the end of the week so I told him I wanted 2 day shipping. I specified the exact sizes for the door knobs (which was written on my order).
My first complaint is the knobs didnt arrive in two days so I called them and they informed me that I didnt order 2 day shipping. This forced me to scramble and find another solution for my doors in order to be ready for the inspection since the knobs wouldnt arrive in time.
My second complaint is while I was installing the knobs (days after the inspection) I found that they were the wrong sizes and specifications that were listed on my order. So in the end I was only able to install one but I had to use some of the hardware from the old knob just to make it work.
My third complaint is that I called to return the 2nd knob and the guy told me I would be paying the shipping. I informed him that I am returning the item due to your error. After that he agreed to waive the shipping.
My fourth complaint is that it has been 17 days since they received and approved my return (according to my account info) but I didnt get my money back. So I live chatted them and ask what the status is. They said they received the knob on the 5th (11 days ago) and will now issue a refund.
There's seems to be high level of incompetence with this company. The good thing I can say about them is their customer service reps are located here in the states and not outsourced abroad so you can actually speak with them without confusion however their incompetence negates that.
Hope this helps someone."
"When you buy a product on their site, they are not up front about their return policy. You have to pay for all returns even if the description of product is not the same as what you received. We bought a mirrored bathroom cabinet --- cost us $313 to buy but then they charged us $114 to return. NEVER EVER AGAIN WILL WE BUY FROM THIS COMPANY."
"I found out the HARD way that you have to pay for returns. Never again with this site!!"
"I was trying to purchase a ceiling fan; Build.com had the best price - at first. The price went from $149 to $198, then $188. Even though it was the highest of the three prices, I purchased the same fan elsewhere. "
"I will NEVER, NEVER again purchase anything through Build.com again. It turned into a nightmare. Here's what happened. I ordered two sinks: a Blanco double basin Silgranit sink and a Blanco single basin Silgranit sink--the double basin arrived first, but it had a scratch in the bowl, and was full of holes on the backside (they wouldn't be visible when installed, but I was apprehensive about them because the sink obviously had thin spots all over--like glazed over swiss cheese if you will that would likely turn into cracks with time). I called them and they sent me another right away. That was the good part, now here's the beginning of the bad: my single basin sink arrived several days later: the freight delivery guy opened the box to inspect it, and there was a large (at least 12 inches) part of the rim was completely broken off and lying on the bottom of the sink. He made note of this on the receipt. I have been going back and forth for two weeks trying to get them to send me a new single basin sink. They keep giving me the run-around asking for more evidence. I have the receipt by the shipper, and I have very good photo's of the broken sink, still, they WILL NOT SEND ME A NEW ONE. I absolutely don't understand why they won't. Finally, I gave them an ultimatum: send me a new sink or I'll take it up with my credit card company as a fraudulent charge. I'm still waiting to see what they do. Back to the defective double basin sink: all I'm trying to do is send it back and I'm getting a huge run-around. It's unbelievable how incompentent their customer service people are. They seem totally fixated on the defective sink that they can't seem to realize that I still have a single basin sink that they need to replace. The whole situation is really strange. I now have three sinks at my house, only one of them usable. I paid for two sinks, and I only have one--how's that for good business practice on build.com's part? Frustrating--but NEVER again."
"Part of my order (light bulbs) arrived damaged due to poor packaging. I contacted Build.com and sent the picture they requested to get a replacement. I'm on my third follow-up email to them with NO response.
Horrible service and I'll not shop their again."
" I purchased all my sinks and my lights for a new home threw build. com I was very pleased with the customer service and shipments . However, I had to return 5 sconce lights that did not fit with my mirrors. They sent me a RGA slip to be able to return the merchandise. Dropped it off at ups and was just looking expecting to see a nice credit, but unfortunately the shipping charges were astronomical ! one sconce light that cost $30 , cost me $15 to return another set of two cost was $62 and it cost me $32 to return. I immediately called and said there must be something wrong and was quickly told that they do not know the prices it is UPS that makes the prices. I lost half of what the light cost!!!!! I never thought to have the guy at ups tell me how much it would cost. These were very small boxes (10" x 8") and one light weighed 4.4 lbs.
I highly doubt this is what build.com paid to ship to me so they must get a kickback of some sort . How could build.com do free shipping on orders if their cost was this high? I feel very taken advantage of and I understand returns and paying to return but these prices were very high for small little boxes. Beware find out from your UPS store before sending and just sell them on line to someone instead!"
"Placed an order for a fan - they automatically added 3 extra items to my cart. I kept the sloped ceiling adapter. It was NOT needed for a sloped ceiling. When I tried to return they wanted $12 for shipping, the item is $18. It is misleading to add items to the cart that are not necessary.
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"We ordered lanai furniture from build.com before Thanksgiving so it would be here for Christmas company. Their communication was horrible. Their initial notification when we ordered said it would arrive by Dec. 2 but the date comes and goes and we hear nothing from them. We had to contact them and finally got them to ship the furniture. They should have taken care of this themselves. It then took another 2 weeks for it to arrive with a portion of it damaged. Processing the return and new shipment took many phone calls and it still has not arrived. Furniture was supposed to arrive today and we just got notification that it won't be here until the 27th. Kind of late for our holiday celebration.
DO NOT order anything from this company. They don't seem to have any contact with their shipping contractors and all the apologies on the planet won't actually process and deliver orders on time."
"I've ordered from Build.com 5 times this year usually thru Amazon or eBay. 4 times days and weeks later when I am just about to get the item usually a light, I get an automated message saying they are out of that product and they are issuing a credit to my credit card. If this was once, ok, but it's every time. Why not just say they don't have it and you would have ordered it somewhere else. THey have delayed several projects this way. I will NEVER have them waste my time again. Buy a an inventory management system or go out of business. "
"“Called FaucetDirect.com, a site owned by Build.com, to see what Moenbathroom fixture designs could replace 24 years old Moen. We were assured by the salesperson that any of the new Moen products would be a direct fit for any old Moen plumbing. THIS STATEMENT IS INCORRECT. When we received the fixtures they were NOT compatible. It was a huge hassle and after investing much time calling, researching, coming up with an alternative and going to upper management, it was finally resolved. I had ordered from one of their sites before, had no problem and was totally pleased with the products. ”"
"We ordered a new handle for our shower, but it was the incorrect one. I pit everything back in the box. It was never used, so no damages whatsoever. I followed their procedure and printed off the return slip. I placed it on the original box and retirned it like it was received. The next week, I recieved confirmation of my refund only to find that less than half of what I paid was being refunded. I have never had this happen with any other business transactions and I do a lot of business online. They left no note or explanation for the difference that was owed, and I have had a hard time trying to reach them. I would definitely recommend taking your business elsewhere, I know I will."
"So friendly when you place the order. However, if you have a problem, these commissioned Sales Reps fail to service what they sell. I purchase 9 fans from a guy named Gage..Stay away from this guy! I called him at least 7 times over a 3 day period with issues..Ironically I even had called to give him another until I got disgusted and used another Sales Rep. But, she told me should could not help me with the problems with Gage's order...Only he could do it.
From then on I was passed from non-commissioned person to the other for issues with deliveries, returns, etc. It has been a nightmare that I don't want any of the rest of you to go through! It was also mentioned that one Sales Rep does not intrude on the order of another because money (commissions) are involved! Unbelievable.
So these Sales Reps must sit at their desks and try to make a living selling. But what about follow through? is management to blame for this pressure to sell yet not to provide service? Sure seems like it to me.
If you need help, you are going to have to get it from a non-commissioned person! The commissioned people are simply too busy. My transaction was flawed from the moment it was entered when a UPS delivery turned into a common carrier deliver unbeknownst to me! To save money on their supposed "free delivery" policy. A supervisor had to be called in to contact the trucking firm and ask them to do me a favor (?) and take the pallet (a pallet!) off the truck for a 71 year retiree. Gage never lifted a finger to help me.
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