"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
"
"I am building a new house and ordered over $2000 in faucets and accessories. The selection and ordering process went fine. The products were shipped to me in four boxes that looked like they were packed by a fourth grader (no offense to fourth graders!) The contents in the shipping boxes were loosely packed and as a result the individual fixture boxes were crushed and parts were loose inside the box.
In addition, when I took an inventory of what was shipped they did not ship two items that I had ordered and paid for. I contacted them and they did ship out the two items they missed -- but it was a hassle and isn't shipping and logistics what they are suppose to be good at?
I did write them an email after the fact to provide feedback on my poor experience and they did nothing.
Overall I had a poor experience. They did not ship two items I ordered and paid for, they did an extremely poor job of packing the items for shipping that resulted in damage to the inside boxes and some contents were loose.
I would not do business with Faucets.direct again. I believe there are better options."
"I ordered a slightly obscure part for a pfister kitchen faucet. It had to be back-ordered, but was only a two-week delay. When the part arrived, I discovered pfister did not include some of the critical internal parts, and I decided to completely replace the faucet, (don't EVER buy a pfister product!). I called FaucetDirect, and they were more than helpful....they provided me with a return number, pre-paid UPS sticker, and no restocking fee. Plus, the customer service rep was VERY nice. They credited my card with the amount and sales tax, not charging me for the return shipping. Great service! Thank you!"
"We have ordered a number of things from them and I have been very pleased with their prompt shipping, ease of ordering, and the pristine condition of the products on arrival. We redid all the plumbing fixtures in our master bath and the results are stunning."
"I am a little surprised that faucetdirect has such a low rating. We have placed several orders with them for a total several thousand dollars and we have not had any major problems. A better offer than most websites, these guys will match any valid competitor's price and we have taken advantage of this several times and they have been eager to accept the price difference and provide the lower price. I have no reservations about placing orders with them, but as with all online suppliers if i have a critical deadline a physically pick up the phone and call them to make sure the item i need is in fact in inventory and will ship out within the promised time.
I happened to be looking at the rating of some companies that i have reviewed in the past and i noticed that my 5 star rating of faucetdirect.com did not show up and mostly only 1 or 2 star ratings were showing up. does this have anything to do with the fact that faucetdirect.com does not subscribe to this rating service I wonder? it will be interesting to see if this comment gets published or if this review is again not displayed when searching for this seller. perhaps someone should review the review website to see if there is a difference in those sites that pay for their service and those that do not.
As an update i discovered today that this seller no longer matches competitor's prices. I did not notice that their website no longer included this guarantee and the mistake cost me a $220 on a $2000 order. Guess I have to go back shopping around for each item and either request price match before ordering or buy elsewhere. bummer."
"I am a remodel contractor in Denver, CO. While shopping for a complete bathroom group by American Standard, I came across the Build.com link. I found what I was looking for, and decided to sign up for their "Professional" program. What a mistake, SINCE "THEY" HAVE NO PROFESSIONALS.
My "account manager" contacted me a few days later, and introduced himself while making things sound great. Two to three weeks later, after finalizing details with my customer, I placed an order for enough merchandise to complete an entire bathroom. The order was received after about six or eight seperate shipments since Build.com takes the order, and has it drop-shipped from the manufacturer. The toilet tank and a $1,000 whirlpool tub were received in pieces in seperate shipments that looked like they came through Iraq. The tub was a special order, and required a 4 week lead time. Needless to say, my customer was extremely unhappy since we had agreed on a completion date for this bathroom causing me to nearly lose this job completely. My "account manager" did not seem to understand my predicament, and was unwilling to do much of anything to compensate the customer for the additional wait time on a replacement tub. VERY UNPROFESSIONAL.
Build.com, in my opinion, lacks enough customer service to be a credible source. My account manager wanted to do everything by email which is a waste of time when I'm working in the field all day. A simple phone call would work wonders instead of 3-4 emails back and forth. IT IS VERY CLEAR THAT THESE PEOPLE HAVE NO IDEA WHAT CONTRACTORS DO ON A DAILY BASIS, or they would streamline their communication practices.
I will not use these clowns again. It has cost me too much in compensation for a completion date that I could have met had American Standard used a competent freight carrier."
"Placed my order for an item that said it was in stock and ships in 2 to 3 days. Five days latter I get an email that it will not ship for 30 days. When I call they said it would be 6 weeks. Told them it still said on their site that is was in stock and would ship in 2 to 3 days. Called three days later and item no longer showed in stock on their site, but they really tried to help me get another item to replace and offered to split expedited shipping to help. "
"My experience w/ FaucetDirect.com was pretty good. I am remodeling my master bathroom and ordered a tub, tub/shower faucet and sink faucets because they had the best selection and prices. I received email updates with accurate information about my order. Unfortunately the tub arrived with a hole in the apron which was no fault of FaucetDirect. SAIA freight had managed to drive a forklift into the tub. I refused the shipment and contacted FaucetDirect the next morning. Cory Iler took care of everything. He had the replacement order processed and shipped out the next day. I received the replacement order yesterday and this time everything arrived intact. My contractor was delayed but this was not FaucetDirect's fault but SAIA's. I've gone back and placed an order for a toilet and light fixtures now!"
"This has got to be the worst company that I've dealt with to date. I placed a order on 5/18/2012 for two items (attachments) that I needed for my Bosch jackhammer. After some time went by without hearing anything from build.com (Other than the the fact that they charged my credit card almost immediately) I made contact via internet. They told me that one of the items was on backorder from the manufacturer but they could send out the other item which was in their warehouse (That's the item that I needed anyway)and would send another email confirming the shipment. I waited for the email but again heard nothing so I begin emailing the rep that I had been in contact with. He would not reply! My next step was by telephone, made contact, was told that they would get on it and send me a confirmation by telephone or email by Monday. Monday came, then Tuesday, Wednes, rest of week, next week, Nothing!!! It's now the end of JULY and I couldn't do without the attachments any longer so I got back on the internet and ordered the attachments from a different company and recieved them in two days! Called build.com to cancel my order and have yet to get my money credited back to my credit card. My advice to anyone ordering anything from this company would be RUN! "
"Extremely unhappy with my experience with faucetdirect.com. Ordered 2 faucets on 6/21. Received a ship date of 6/29, then 7/9, then 7/13, and was finally told today (7/17) that they don't have it to send, and probably never did. This is after about a dozen emails and 6 phone calls, during which I was assured it would ship the next day, same day, or in one case, that it had shipped the day before.
I understand that discounted items are often in very limited supply, but to be told multiple times that it really was on its way, when in fact it never was, has left me a month behind schedule and really really annoyed. I will happily spend more to never buy anything from them again!"
"This company doesn't know it's own inventory. I ordered a faucet and soap dispenser from the company and paid two-day air. Both items were instock (according to the website) and I scheduled the plumber accordingly.
In two days, I got the soap dispenser, and a notice that the faucet would ship on JULY 10th. Nearly ONE MONTH after I ordered.
I called the company. They had the faucet (9) INSTOCK at another warehouse. They didn't believe they should reimburse me for the two day air since I didn't get all the products I wanted and took NO RESPONSIBILITY that their computer systems for inventory and shipping management will LET YOU DOWN. It's Pathetic....a soap dispense on two day air.
DO NOT BELIEVE THE WEBSITE. DO NOT ORDER FROM THIS COMPANY."
"We had a great experience with FaucetDirect.com. We ordered two bathroom sinks and two faucets. Price was great, shipping was free and fast. Upon examination, one of the sinks had a small defect in the finish, a black spot about 1 mm in diameter on the rim. Barely big enough to notice, but once you know it is there, it jumps out at you. Now I was concerned about having to deal with the hassle of returns to an on-line merchant, but to my relief there was absolutely no hassle. I sent an email to customer service late that night explaining the problem and offering to send a photo, and the next day had a response asking if we could send a photo. I sent the photo, and the next day we had a email with a prepaid shipping return label and another email confirming that they had shipped out a new sink. I just printed up the label, taped the box back up, and dropped it off at the UPS store on Saturday. The new sink arrived today (Monday). With great prices on many items and customer service like this, I would definitely shop here again."
"Ordered 2 different Delta Faucets. Great customer service, fast shipping and products arrived exactly as described. Will be ordering from faucet direct again. Thanks for the great service."
"Bogus site. They claim that items are "in stock", but none of the ones I ordered were. Never heard from them after placing an order, and had to call them to find out that the items were backordered for a month. Don't waste your time ordering from them."
"GREAT SERVICE - I bought a toilet tank online for my son's preschool on the evening of the 21st. It left the warehouse on the 22nd and arrived at my house on the 27th (UPS Ground) When I unpacked it, the lid for the porceline tank was cracked in half. I called their customer service line, waited about 1 minute and Vince took care of it. Sent out another full tank (not just the lid) immediately. It would have been better to not have received a broken item, but $%!t happens. Could have gotten damaged in the mail...it is porceline after all. They totally took care of it and I am very happy with their service."