"We ordered a small prep sink and it was not as described. We had to jump through hoops to get a return slip -- then we dropped it off at UPS. Our shipping and restocking fee on a $182.98 purchase was $53.75. We are building a house but we won't buy from build.com again. Better to special order from Lowe's and, if you need to return an item, just take it back to your local store for free."

"Don't order from this company! Horrible returns and horrible customer service! I returned a mirror, customer service says no problem just print label and drop at ups, indicating shipping was free. I ten only recieved $19 of my $50 for item because they charged me more then 50% of the item for shipping. When i called to inquire the basically said GFY! Never order from them!"

"I don't understand others comments. My experience with them was outstanding. This is the first time I have reviewed a company and they never mentioned anything about writing a review but I really appreciate the service they provided me. "

"I ordered 6 Schlage locksets keyed alike. They sent only 1 original key and a few copies with no key code, shipped from 2 different warehouses. Half the locksets were wrong style so had to return for exchange. I got the runaround for weeks on a refund so had to do a credit card chargeback. Good prices but terrible customer service."

"Ordered a simple 2 faucets on a Sunday. Listed as "in stock". Paid 2 day shipping. Received email on Wed. items back ordered. Called to cancel, one was apparently "in route", other was back ordered. Canceled order with full refund, no written confirmation or confirmation number could be given. Sent us shipping ticket for return of faucet 1. Faucet 2 arrived mysteriously on Thurs. already replaced faucets on job site. Called and requested shipping ticket for faucet 2. Shipped both back at UPS office. After returns were received $189 credit for $282 order. No credit for 2 day shipping, $24 for shipping tickets to send back (never was informed of this or saw it on any of the information). After third phone call we were given credit we should have gotten to begin with. Have not seen the credit yet. If you don't have time to deal with this kind of business don't order from them."

"I purchased over $1000 worth of items from this internet company for a major home remodel. I also spend a ton of hours on their site reviewing items before purchasing. Many of these items had to be on-site prior to installation. Their return policy is 60 days. This is so significantly inefficient for a homeowner and/or builder when the remodeling process can take months if not more to complete. I received some items that were defective or mis-represented and others that did not work. In the end, I am stuck with these items as I cannot return past the 60 day period. Also keep in mind that "You!" will have to pay for the returns which will not be cheap and may not even be worth the cost of the item. They will dupe you into purchasing the items with discounts and free shipping but in the end this will not even begin to cover the costs to you when you have a items that you cannot use. Better to go to a local store and pay a little more but have the ease of returning the item without hassle or shipping costs. Keep this in mind when you are looking thru their site and don't be fooled by their discounts. It won't be worth it in the end. True customer service goes beyond the sale and should extend into their returns. They deal with items for remodeling and renovation and apparently bank on the fact that you will be left holding the bag in the end. Very disappointed in this company!"

"I ordered a toilet for a great price with free shipping. I ordered on Friday and was shipped to my home on Wednesday. They called and sent emails during shipment to ensure I was satisfied. I will do all my future shopping with build.com and if I ever have damaged goods from shipping, I'm confident they will make it right based on the care they shown during my shopping experience. Thank you. "

"I'm renovating my deceased father's home to sell to meet his debts and they lost a bath tub. How do you misplace a bath tub? ***-***-****"

"....but I think for the price you pay the hassles aren't worth it. I received 3 appliances and 2 needed to be replaced because they had damages. This is a hassle and buying locally would have been much easier. I have nothing negative to say about the company at all and they are great in taking care of issues! Local repair service people resent buying on line and don't want to help. You also know more about your product if you buy at a store because they explain their product. Love my electrolux products though!
"

"It took 5 times to receive the correct door knob. I spoke with a customer service rep the very first time I ordered the knob. He assured me the order was correct, It wasn't. Oh well, nobody's perfect. The next order I sent pictures. I thought maybe I wasn't clear. Nope, wrong handle again. I sent more pictures and tried to re-word my request for what I needed thinking maybe I didn't word it clearly. Nope, wrong handle again. Tried again, more pictures. Nope, wrong again. Received the fifth knob and low and behold it worked. Contacted customer service after 3 months, I hadn't received my credit for the wrong knob or the credit for the right knob as promised by their customer service agent that I was dealing with. Due to the company's incompetence she said she would credit me even for the final one that worked. I sent an email requesting my money. They said I never returned two of the wrong ones. I, of course did after waiting for a UPS label to be sent from customer service. They did give me credit for one knob but refuse to credit me on the final knob. He did say I could take it off and return it though. Wow. Now this is a company that really cares about their customers...not. "

"I purchased 3 products..the Electrolux refrigerator needed a little adjustment and went fine. The microwave came banged up and was issued a replacement. I give both these products a 5 star. However I also purchased a stove and the inside rack bracket is separated from the wall of the oven and I cannot use the oven. Strangely enough the interior is not what's in the picture so I don't know what happened there. Our sales rep and his boss have helped us to rectify the problem and we this company a 5 star for all their help. Always professional and willing to do the right thing. "

"Customer service is non existing and try to cancel an order that still has not shipped. Your request will be ignored and the item ships anyway. They charge for shipping both ways, unlike other industry leader who offer at least free return shipping. Won't be buying another item here for my complete house renovation."

"MISERABLE Experience with Build.com . I ordered a chandelier online on Sep 9 and I was charged on my credit card for the purchase the very same day. However, I was informed by email that the product would be shipped in 3 weeks. After 3 weeks, I received another email stating that the shipment is postponed by another 4 weeks . Another 4 weeks later, I received a 3rd email stating that the product will take another 4 weeks to ship. Then I called Build.com to cancel my order and I was told to submit a cancellation request (what is this? ) and that they will process it . I received an email stating that my cancellation request was approved and that the refund would take 1-2 business days to be credited on my credit card. 7 days later - no refund and I called them today and they tell me ' I do not know why the refund was not processed but Iam processing it now.' This whole process took 51 days and without a chandelier at the end. "

" I had a very bad experience ordering expensive Baldwin door handles from Build.com. I could seldom reach the same sales rep twice, and ended up talking with 3 different ones to place the order. It's was a crab shoot regarding their degrees of product knowledge. Kind of scary when you are spending between $1,000-$2,000. One of them ended up shipping me 13 passage handles when what I needed were dummy handles for my closet doors. My handyman would have had to charge me an extra $300 to drill holes to install them , and suggested I return /exchange them for the correct item.
The customer service person I reached that day , (Gray/Greg?) ,immediately blamed me for the error, and was angry and aggressive. He kept refusing to stop arguing and talking over me when I asked. He wasted so much time being argumentative ,that I could barely even explain the issue. When he started to insultingly mock me by laughing out loud , I finally had to cut him off and insist that someone else take over the return. I later took the time out of my busy schedule to track down, email ,and phone his supervisor, Shannon Fife, who was not at work that day. I explained in detail how unprofessionally this man behaved, and, asked that she call or email me. She never did.
I am in my early 60's. I have never been treated in such a blatantly disrespectful, unprofessional, hostile manner by a sales/customer service representative at any kind of business. It was difficult to believe what I was hearing. It takes a great deal for me to lodge a complaint with a supervisor. The least Build.Com could do was call me back. It speaks volumes to me that they didn't feel they even needed to do this . What a horrible attitude. "

"We ordered a tub, vanity, mirror, faucets and a niche to make shelves in the tiles around the tub. All but the tub arrived without a problem except found we had ordered a rough in valve which was already part of the faucet. Called and had a return arranged and received a credit in days.
Tub was ordered separately and arrived damaged one one corner. Took pictures and a new tub was on the way the same day. The old tub was picked up in two days. Never paid a penny for any of the problems. Bathroom now looks up to date and is a joy to behold. "