"Facetsdirect.com is just another website for build.com and they have a terrible return policy. So if you order extra parts for a project, be warned that unlike most other companies, they will slap you with return shipping and a significant restocking fee. Definitely not a customer friendly place and apparently they do not read their reviews and don't care what people say about them. That is what many people call a "contractor attitude"."
"I have to say, I am very impressed with this company!!! I went on their site, ordered $300+ of bathroom accessories, and received 80% within 4 days, and the rest within 7 days!!! I cannot believe that they have received bad reviews, as I am very impressed with how they deliver customer service!!! 5 ++++++ star rating, in my mind!!!!"
"I am now on my third house using faucet direct (faucet direct.com). Their prices are fantastic, which is why I keep coming back. However, I had a tarnishing issue with a brass kitchen faucet that I bought in 2011 (it is now 2016). When I called to order a different faucet, the online sales man informed me that my awesome faucet that I was trying to replace has a 10 year warrantee!!!
Hal from Faucetdirect.com was AMAZING at facilitating the transaction. Seriously, this place rocks. They also price match (as Home Depot sells Kohler toilets, and occasionally has a massive sale). With faucet direct, I do not need to go to the store, lug the item around, and get it home. They are delivered to your door for FREE. No one can touch their prices, and better yet, their service!!!
LOVE this place. HIGHLY recommend!!
"
"FaucetDirect and All build.com companies have a horrible return policy. If you order anything from them and even simply change your mind they charge you 15% restocking fee even if unopened AND they make you pay for shipping back. To me that is just bad customer service. Especially if you're remodeling and grab the wrong size or whatever ... it'll cost you big. Better go order places where it's free to return and free to exchange. Don't let these guys exist with these horrible business practices. "
"We had a really nice experience working with Faucet Direct.
Although our sink arrived with a flaw, their communication with us (both email and phone) was prompt and the situation was resolved quickly. They were so nice!, and we were refunded without a hassle. We would definitely use them again.
"
"The five star entries are fake. Shipping company ESTES has no concept of service. My delivery sat in Richmond for three days then sat in Raleigh for two more than scheduled delivery only after I called than failed to deliver as scheduled than, only after I called again, grumbled they would do their best to get it on the truck tomorrow. Will NEVER use Faucet Direct/Build Com again. Still waiting after listening to "we appreciate your busines and value your ... etc. etc. who the maralade are these people?"
"Ordered Moen bidet sets, all the parts arrived first time around no problem.
Plumber duly booked to install.
Installation revealed leaking cartridge in brand new mixing component so Plumber went away with installation incomplete.
Raised issue with Faucet Direct who duly agreed to send out a replacement mixer cartridge.
Mixer Cartridge got as far as local post office, but was returned due to the address being incomplete. Rescheduled plumber then cancelled after tracking had informed the package was out for delivery on the Saturday, then the Monday, before being returned to central warehouse. Faucet Direct then made aware of incomplete address on delivery label. They agree to send overnight again. Plumber re-booked, who is grumpy about being messed about, and charged additional time call out of $65 to finish off the installation. Approached Faucet Direct / Build.com about reimbursement.
they thought they were doing me a favour correcting their wrongly input address detail and sending the replacement via overnight and although I insisted the Customer Service referred it to his supervisor for approval with transparency of plumbers contact details for verification, no follow-up phonecall or offer of reconciliation emailed. the CS person thought they were doing me a favour in correcting their despatch error.
No appreciation of the run a round and time their service failures were causing me in resolving the installation, yet alone real additional costs.
No understanding that through them supplying a faulty leaking cartridge within the originally purchased bidet hardware set they had caused all these downstream issues.
They had the best online price for the chosen product. However, my real life experience revealed , how through the issues suffered that cost me a lot more than what I saved just in $ on my credit card - in terms of my lost time and stress and loss of earnings to be in attendance, yet alone the additional plumber costs. This is also why I have rated them the most expensive.......
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"We had purchased quite a few products over the years. We just placed another order and the delivery was so terrible we had to cancel the order. The driver did not like where we were (we live in the country) and drove right past us - didn't stop to talk or say anything. FaucetDirect was not responsive and the first person I talked to lied to me and said the drive would be back the same day -- but instead the material was returned to the terminal. Then after all that FaucetDirect said they had to charge us a restocking fee. They took no responsibility for the shipper they chose."
"Unlike some of the reviews I read, my experience with the company was flawless. I received my discounts promptly and the merchandise, all $1,500.00, was perfect. I also got several emails advising me of the progress as well as 2 phone calls from the freight company detailing the time of delivery. They unpacked the items and had me inspect them for damage. There was not any and they took all packing material back with them. The entire process took about a week and was followed up by an email about the timeliness of the delivery as well as the condition of the merchandise.
In fact, the sink and the faucet were installed today and I could not be more pleased with them."
"Don't trust their website. The website will say "Ships in 2-3 days" and "In stock" but that's false. I ordered a part for my Jacuzzi tub. It was one screw up after another. The part turned out to be backed ordered even when their website confirmed it was going to be sent out in 2-3 days. When it was finally shipped out, it was shipped ground which further delayed by project. The customer service manager didn't even discounted the part even after they caused aggravation after another. Don't trust this company. Save yourself a headache."
"I ordered everything online and was helped "live chat" by Frankie.
After reading some of the reviews I was concerned that the order would not show up in time for my holidays when I was going to do my bathroom reno.
Everything came very quick with all pieces I ordered and I olive in Canada. Very impressed."
"Decent prices, OK customer service, misleading marketing.
Every day they update their "sale" pushing it out one day to make you think the prices shown are about to go up, thus encouraging you to order right away. Well guess what, come back tomorrow and the sale is extended another day. I do not like false and misleading advertising and thus will shop elsewhere. Their customer service was OK, and they shipped what they said they would, but honestly you can find similar prices elsewhere. Also beware they do business under a few names all going back to build.com. "
"Ordering at faucets direct has been a horrific experience. My project was delayed for 3 days and has caused me lots of headache and money. I ordered a bath tub and a drain system that goes with it and only received the tub and not the drain system for instillation. I had to called the shipping company and faucet direct to harass them about the lost package. The package has never found. Customer services at faucet direct are next to none. They are very uncaring and unconcerned for what happened and all the headache the customer has to go thru. "
"Their website indicated that they have the item (kohler sink) in stock and will ship in 1-3 days. I ordered it on 8/1 thinking it will arrived with a week. Guess what, one month later the product has not yet arrived. The company keeps rescheduling the shipment date as the product is actually not available contradicting what it says on their website. Totally false advertisement. Definitely, wasted my time. Cancelled the order and bought from somewhere else. "
"I ordered two sinks from FaucetDirect.com and had Haley Gibb my sales rep check to make sure they were in stock; she promised me that they were. I had told Haley it was very important that these two sinks be in stock and ship the next day because I was having my counter top template in about two weeks. Two days later I got an email with a tracking number for one of the sinks and I called Haley to find out where the other tracking number was. She told me there was a 'glitch' in the system and assured me that both sinks had shipped.
The bottom line is Haley lied to me, the other sink hadnt shipped because it was not in stock. In fact I eventually checked with other merchants and no one had that sink, not even the manufacturers site.
In my research I came across this site and realized I had been dealing with a company that has zero customer service savvy and their only interest is getting my money. So I canceled my order and they still charged my credit card for both sinks even though only one had shipped and the waiting period for the other sink was approximately 6 weeks away. I cannot wait a minimum of 6 weeks, my template is in less than 2 weeks now.
When the sink they shipped arrived I checked locally to see if I could find one to match it, I could not so I sent it back. Today I filled out a dispute form with my credit card company giving evidence of only one sink shipping, my order cancellation, proof of returned shipping and about 6 pages of the negative reviews that are on this site.
I just put on a 16 by 18-1/2 foot kitchen addition and I have spent thousands on line for products and this is the only merchant that not only lied about availability of a product but continually lied to me that it was 'in the mail'.
Do not do any business with this merchant, they are completely unethical in my opinion and I will never do business again with FaucetDirect or Build.com or Haley Gibb again.
There are too many merchants out there that give customer satisfaction a high priority to do business with one that doesnt even know what it is.
This statement below was copied and pasted from this page that I am doing the review from. From this statement it is pretty evident that they are having people give them positive reviews to boost their ratings.
"FaucetDirect.com / Build.com Inc currently does NOT actively participate at ResellerRatings to monitor feedback and resolve your issues. Are you this merchant?"
Steer clear from this merchant you will get othing but heart-ache and charges for items not shipped
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