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2022-05-19
1/5
Fake Reviews and Horrible Customer Service
"We purchased $1,300 worth of Vesdura Mesa Tan vinyl plank flooring from them. I made the huge mistake of not reading the reviews and just going by the 5-star rating this flooring had with 21 reviews.
My husband has installed many click-lock floors of this type over the years, both laminate and vinyl. This floor installation was rated as "beginner." We thought this was going to be a breeze just like every other click-lock floor we have installed.
We were wrong.
Unfortunately, we could never even get more than three rows of this floor installed. The locking mechanism would literally crumble with normal installation activity (tapping the board in with a tapping block). Some boards were coming out of the box with the locking mechanism already chipped and crumbling.
We contacted both Build Direct and the manufacturer of the floor, Montserrat, who both sent their own 30-second installation videos. Both videos showed normal installation techniques that we had already been using in our installation attempts. There were no special hints, tips, or, tricks.
Build Direct requested a video of our installation process, which we sent. They then changed their tune, contradicted their own video and the actual manufacturer's video, and said we were installing the floor incorrectly and it was our "handling" of the product that was making the floor's locking mechanism fall apart. LOL. We were just attempting to install the floor like we had every other click-lock floor we have installed over the years.
Build Direct claimed they were shocked we were having so many issues with this floor because they hadn't ever had a complaint on it before. We found that extremely hard to believe, so I went back to read the reviews. There were two positive reviews, five negative reviews explaining the exact problems we were having with the floor, and the rest were 5-star reviews for an entirely different floor (an engineered hardwood). And it wasn't just this product that they were manipulating reviews on. I went through other floors and found the exact same thing.
Build Direct is manipulating reviews for their junk products with bad reviews by including reviews for different products in order to get the star ratings up, hoping you'll just look at the stars and won't actually go and read the reviews and check which product those reviews are actually for. They then get to sell their junk to you and then, when you complain that it's junk, they tell you it's YOUR fault for installing it wrong (as if there's a million different ways to install a click-lock floor) and you better hire a professional certified installer to install a floor that literally falls apart with normal handling.
I brought these fake reviews to Build Direct's attention. Within an hour, all the reviews for that flooring were gone from the site and only two 5-star reviews were left up.
So they don't only include fake reviews, they delete the bad reviews.
I left a detailed review on this flooring on their website and it's still yet to actually find its way to the reviews, and I'm holding out very little hope it ever will.
Unfortunately, Build Direct has revealed themselves to be a fraud. They blatantly con their customers with review manipulation. When you actually send them video of the floor's locking mechanism literally crumbling apart, leaving huge chunks missing, they tell you it's your fault. And guess what? There's nothing you can do about it. They already have your money.
Never again will I do business with Build Direct and I will be making it my part-time job to warn other consumers about them, too.
We are now stuck with $1,300 worth of junk worthless flooring that we are going to have to pay more money to dispose of.
Do not trust their reviews on ANY product.
Buyer Beware!"
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