"Ordered an Aerator wrench that was lost in transit. Called customer service who were very friendly and who sent out a replacement with no hassle. It arrived promptly."

"I have, unfortunately had a bad experience with Build.com/Faucets direct and I want people to know. Lisa Marie Thomas, although very nice & seemingly helpful on the phone, she deceived me where my order shipping was concerned. I was assured that I would receive my order by a certain date, and did not. When I called to inquire about said order, I was told something completely different and not even close to what she shared with me. Of course when I was able to speak with Lisa Marie; it wasn't her fault, not the answer I was hoping to hear. I feel that she told me what I wanted to hear so that I would place my order. I will not order from Faucets direct or Build.com in the future."

"Our multiple item order took some 2 months to arrive. When we initially ordered the items, there was no notification of any back-orders. We received this notice a little late... a week later. When we called, we were told they would "check on it." Over the course of the next several months, they kept issuing ship dates that came and went. We eventually got most of our items. After 2 months, we called and our order had been placed on eternal hold for some reason. Finally, the issue was resolved and the remaining items sent. Unfortunately, the toilet was badly broken. In the end, after much frustration, they finally came through and rushed a new toilet to us. I won't use this site again."

"BEST CUSTOMER SERVICE EVER! Not that one has to buy sinks often, but if I ever have to again, I would never go to anyone else. I made a giant mistake in my order - I accidentally ordered a basin that didn't fit my pipe configuration. Once I figured it out, I called to see if the customer service could help cancel the order.

Turns out I was a little too late, but the employee I spoke with, Ruben, walked me through every detail of how to return the sink and exchange it for a new one. He had my replacement shipped out even before the original one arrived. He refunded the price of the 1st one even before they received it back in California. I was so nervous about shipping fees, he e-mailed me detailed instructions (not a form letter, his own words) of how to handle the return in the way that would be at the least possible cost to me.

I know what you're thinking - one nice employee is not representative. But then I had a question about the pedestal a few weeks later, and the second employee I spoke with was so wonderfully helpful too!

Good customer service is SO hard to find these days. Talking on the phone with these guys was a joy. And their prices can't be beat, too."

"I ordered two Kohler faucets. They were shipped quickly and well packed. They had the best price. I would certainly buy from them again."

"I was hesitant to order my bathroom faucet and matching towel bar, paper holder and robe hook online but I was really in a bind. My marble countertop and sink are ready for installation and I had to have gold tone accessories. This finish is apparently no longer in fashion and no one in my area had anything in stock for me to consider. I was given a 4 to 6 week delivery date from Blackman's. They are a huge company and I was shocked they could do no better than that. Home Depot could get the faucet faster but could not get me the accessories. I found Faucet Direct and bit the bullet. The woman I spoke to at their 800 number was amazingly kind and helpful. Her name is Jessi. She assured me they were a reputable company and when I gave her my list of items she found a distributor who had everything in stock. I chose the Moen, Monticello collection. Being fans of Thomas Jefferson, we took it as a good omen. I placed my order mid-afternoon and by the evening I received an e-mail that it was shipped. I was totally floored when my entire order arrived yesterday, just 4 days later. I had considered the express shipping option but decided to gamble on free ground shipping. I saved money on all the items I ordered as well. Their prices were excellent. "

"We purchased a Jado faucet online from FaucetDirect.com on 9/10/11. Before we ordered we checked out several sites and had a part number of the item we wanted. We received weekly e-mails advising us of the status of our order. The e-mails had a ship date of 10/5/11. Since we were not in a hurry that date wasn't an issue. We received an e-mail on 9/23 that our faucet had shipped with a tracking number. The order arrived on 9/30 in great shape and was as ordered. The price also was as ordered. I am likely to purchase again from this supplier if lead time is not an issue."

"9/21 - chat with sales rep to order 2 items. Lead time said to be 4-5 weeks max.
- order placed
9/26 - order status update: lead time now 3 months
- manufacturer called: "this lead time is bogus. Doesn't take that long"

9/27 - order cancellation required
- customer rep claims that order has been placed and gives erroneous information about manufacturer location

9/29 - Paypad dispute initiated

10/4 - refund issued"

"I bought a shower base from faucet direct and it arrived broken. I called faucet direct to notify them and they told me they'd send a replacement immediately. A week later, I got an ewmail saying that the replacement would take 5 weeks to arrive! Since this was impossible given my schedule, I went ahead a repaired the broken fibreglass with marine epoxy and then went to install the shower. I then noticed that the drain assembly (always included with this American standard model) was missing as well as the custom brackets that hold the base to the wall. As a result, I've had to use an ill-fitting drain assembly and will have to fabricate the steel brackets.
Not only has my order cost me alot of time on the phone, time in the field, but money on supplies and hardware!
Beware this company! They do not vet their suppliers and, as in my case, their suppliers have no problem stealing from and damaging their inventory. "

"I bought an Herbeau faucet for $994.50 from FaucetDirect. They sent the wrong faucet. I sent it back, they returned it to me saying it was damaged. I never even took it out of the box. Called and the very polite and friendly phone reps, said "no problem, send it back, we'll take care of it." Well they called to say that now the faucet was bent and that I would not get a refund or credit. I am shocked and stunned by this. I cann only think that the piece was damaged either by UPS or in the returns department and that I will take a huge loss."

"To be fair, I placed quite a few orders with them (more than $5k) and most orders arrived fine. There were a couple instances in which they shipped items that weren't factory-fresh or in the wrong finish, but they solved those issues promptly. Overall, a so-so experience.

Anyway, I would have given them zero stars for what they did with one of the orders, placed on July 27 and supposed to ship within one week. As usual, they charged my credit card immediately, then informed me that the item will only ship in about a month. At the end of August, they sent another email saying the new shipping date is September 14. Today, September 16, they sent me another email with the shipping estimate October 14!!! To make things worse, their site shows they have the item in stock in the finish I ordered it.

Update: one of their CSRs found a similar item from a different manufacturer and shipped it to me with a 2-day service."

"They have very good selection as I found an antique looking towel bar on their site and they are the only online store that sell this product. However, their price might not be really good.. I found this item was a bit on the pricy side. Other than that we didn't have any problem with our purchase."

"Reasonable pricing. Very quick shipment. Very satisfied."

"Although the faucet I ordered appeared to be fine, my builder determined it wouldn't fit. When I went return it, I was met with "Please do not write or mark on factory packaging. Doing so will invalidate your return and no credit can be given." Now, wouldn't you think that would've been included on the email I received when they accepted my order? I wrote our name on the box when I gave it to our builder, and now I'm stuck with a $200 faucet we can't use. And since that was the first of many fixtures we're going to need from this house, they've lost quite a bit of business. "

"Placed my order on 7/27, they charged my CC on 7/28. Then I received an e-mail telling me my order would ship on 8/3, a full week after I shipped it. I have worked in e-commerce since 1998, and nobody does business like this any more. I won't shop with stores that use my CC as their float, and I won't ever shop with FaucetDirect or Build.com again. "