"Purchased 2 Grohe Zedra faucets, just installed. One is great, the other leaks. Called FD, ZERO help because they’ve been installed. How stupid. Couldn’t know it would leak. How hard would it be to swap it out?
Absolutely will never use FD again and will make sure none of my design consultants or any of our clients use it either. I will freely share my negative experience."

"Bought a drain kit that arrived with damaged part. Spent 55 minutes on phone then was told to call Jacuzzi to get replacement. I called Jacuzzi and spent another 45 minutes on phone only to be told by Jacuzzi rep that Faucetdirect. com should have sent me a new kit!

I won’t use them again and don’t recommend."

"I purchased a shower system from FaucetDirect.com on Monday, July 15th 2020. The very next day I decided to cancel my order. I attempted to cancel the order online but the "cancel order" option routed me to an order summary screen that had no option to cancel. I then received the following email form them "We have received funds, but we need to clarify some information in order to ship this order. Please call us at ***-***-**** as soon as possible. We can’t ship until we hear from you." This is a lie. I called multiple times and was unable to speak to anyone to clarify anything. At this point I decided to use the chat option to cancel. Chat seems to be a computer, not a real person. Once it determines you want to cancel an order it re-routes you. I was placed in a queue, #52 in line. I was never able to chat with anyone. I tried this several times with the same result. I was able to leave a typed message and received an auto-reply email confirming my message was received and that I should contact them by phone for time sensitive issues, like order cancellations. The problem is, no one answered to phone or replied to one of my 5 or so emails sent asking for the order to be cancelled. Keep in mind, all this activity took place prior to any item being shipped. On my last attempt to call, I managed to speak to a customer service agent, I felt a great sense of accomplishment at this point. Jarren, the customer service agent, was very nice and professional. Jarren assured me that he'd cancel the order and make sure I received a full refund. Problem solved, right? As of today, Thursday, 7/16/2020, the items have shipped and I have NOT received a refund. At this point I am sure they will try to charge me a restocking fee , if I actually receive the items. "

"I bought a $300 toilet from Faucet Direct which turned out to NOT be IPC certified. This means that most plumbers will not install it. They refused to give me a refund but did give a store credit. The return was requested slightly over the 30 day refund period. I felt I should have gotten a refund in this case. I am surprised they sell uncertified products at all!"

"I purchased a Kraus KHF203-36-KPF1612-KSD30 in 2013. The faucet button that turns the sprayer on would not turn off so the sprayer would stay on. The clip that holds the sprayer in place came unloose. I consider this normal wear over the past 5 years. I contacted FaucetDirect to ask how I could purchase these parts. I was told that there's lifetime warranties on selected parts and to send a copy of my receipt. I received a email the next day from Charlotte Kirchubel at Build.com. expression her concerns for my problem and giving me information that my parts will be shipping out directly at no cost to me. Excellent customer service in a time where companies are not being considerate of your problems. FaucetDirect set the standards. "

"We ordered the faucet for our tub over 2 months ago. When it finally arrived weeks later it was defective (NOT damaged in shipping) and obviously had NOT been checked for quality control. They placed an order for a replacement, and we had to return the defective one, which we did, and which they received back in a few days. As of mid June, we have been waiting about 2 months for our faucet. First they gave us a date of June 5 for shipment, and even that was almost a month after receiving and returning the defective one. It never arrived. I had to email them, and then they said it would be shipped June 11. I emailed them after that to make sure it was on the way and they said that it was not, and would not be shipped until the 18th! We had had enough, and today we cancelled the whole thing and asked for our money back. We needed the faucet, and it was an odd size and the right type for our plumbing, but American Standard and Faucet Direct are TERRIBLE. We would not even give them one star if it were possible. Customer service at FD is the pits, and American Standard could care less about quality control OR customer satisfaction. We would recommend anyone to bypass these people and try to find good reviews on perhaps another supplier. As it is, we are searching for another faucet in the correct size and configuration elsewhere."

"I’m also not sure why all of the bad reviews. I’m writing this review based on my experience in March of 2016. I had a large, multiple parts order. Everything came in a timely way, well packaged, and as described. I did not have to return anything. So, I can’t speak to there being a problem with returns. I’m about to place another order based on MY previous experience. I hope for a good outcome."

"ORDERED A SHOW DOOR. THEY DID NOT SPECIFY THE WIDTH OF THE DOOR. IT SAID IT WAS 43-48' BUT DID NOT INDICATE THE SIZE OF THE DOOR. MY CONTRACTOR AND MY BAD FOR NOT DOWNLOADING SPECS IS WHAT I WAS TOLD. MADE ME PAY RETURN SHIPPING WHICH WAS 150 DOLLARS, BUYERS BEWARE. EVEN IF IT IS DAMAGED THEY STILL CHARGE YOU."

"This is how my story unfolds.
I ordered a Duetta Salon Spa 60X42 on April 7th from FaucetDirect.com AKA Build.com. Their website stated the tub would ship in 3-5 days. I called to place the order and the sales rep Rich Richards-Oort
That was fine, 7 days took me to April 14th.

April 14th came and I received no ship notice, so I called Rich and he told me because of the Easter week-end Jacuzzi was closed till Tuesday April 18th and that Jacuzzi informed him the tub would be finished Tuesday and ship the following day, which would have been April 19th.

On April 19th I received an email stating my tub would ship on April 21.
On April 22 I emailed customer service to find out if my tub shipped, I revived a email reply stating the tub would ship Monday.
Om Monday the 24th I left a angry message for the sales rep. He got back to me and told me a part for the tub was on back order and it just arrived from Amsterdam and my tub would be finished tomorrow and I would have it on the 28th. RIGHT

Now my question is, how was I given 4 different ship dates if a part was on back order?

Jacuzzi lied to the sales rep, or the sales rep has been lying to me because he wanted to sell a $6,000 tub. Now Rick tells me I will have my tub on April 28th. I have no reason to believe this.

My home is under construction and has been delayed while we wait on this Tub.

"

"First, most of the items you buy from a place like this are for remodels, construction, etc. These are things that take time. So a 30day return policy is ridiculous. I ordered two faucets from here, on Jan 25, and one worked out for the redesign and the other did not. I went on line, received my return information and returned the faucet I did not use, on March 24. This was worth a lot of money. I then waited and waited for someone to contact me that they revived my return, which they did on 3/29, and they confirmed receipt and that it would take 5-7business days to receive a credit. It took until 4/17 for me to reach out to them and them to say that I received a store credit. We are currently stating a kitchen and two bathroom renovations, and FaucetDirect and Build.com have lost a customer because of this terrible policy. "

"when I ordered for bath faucet and after 10 days I called him, then I got horrible answers.when I call him about my shopping then she told me that lost your shipment."

"I relied heavily on Faucet Direct when I remodeled my bathroom in 2010. For that project I spent over $1000 on fixtures, tub, toilet and accessories. One of the accessories was a Kingston Brass soap dish which was permanently installed in my newly tiled shower wall. To make a long story short, there is no way to secure the ceramic soap dish onto the arm so it has fallen off the arm 2 times since I first purchased it. Both times the soap dish cracked upon hitting my brand new acrylic tub. The second time it nicked the tub.

I contacted Faucet Direct in 2014 and explained what happened. They told me to check with Kingston Brass to see if it was under warranty (KB only warranties faucets.) In addition, the soap dish is not sold without the entire unit so I had to repurchase the entire unit again even though I only needed to replace the ceramic soap dish. In 2014 I again repurchased the entire soap dish unit for $30.52

In 2017, the soap dish dropped out of the arm. I notified Faucet Direct. They told me to take it up with the manufacturer. I told them that customers on their own website have reviewed this product unfavorably because they, like myself, have had their soap dish fall and break. Again, Faucet Direct said there was nothing they could do except sell me yet another unit for a 10% discount but shipping fees would not be waived.

In my opinion, Faucet Direct does not do the right thing for the customer. There are many things they could have done. But there is only one right thing to do and that is to say how sorry they are that a valued customer has to undergo repeatedly bad experiences with an item they continue to market.

They could have responded appropriately by offering to replace the unit with the less expensive acrylic model I was interested in. This would have set them back $18.00 plus shipping. Instead they offered to take $1.80 off the retail price and charge for shipping.

I checked with Amazon and the same item was on sale for $15.00 which included shipping because of my Prime Membership.

I will never again shop Faucet Direct and if I were you, I would look at other options because customer service counts more when you are struggling with situations like this than it does when you are spending money upfront and they are delighted to help you spend it. "

"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. "

"The most unethical company I've had the misfortune of working with. Their return policy is horrific. They will steal from you."

"I HAVE BEEN WAITING FOR MY ORDER FOR THREE MONTHS AND WHEN I CALL IF THEY DONT PUT ME ON HOLD THEY THEY TELL ME THE ORDER WILL SHIP, THEY DONT SAY WHEN. BS! THEY WONT GIVE ME MY MONEY BACK! THIEVES!"