I bought a very expensive toilet for a client via build.com's trade program. The item arrived quickly, but arrived damaged and unpalletized (it's nearly 170lbs). Their customer service asked for a few pictures and was quick to be very apologetic, told me to toss out the item and that they would had processed a refund for the purchase. After a few days of not seeing the refund show up anywhere on the order, I followed up and was told it was being investigated for fraud and that they would get back to me. The next time I followed up the following week I was told my refund was denied due to some unnamed and undisclosed fraud; this after I shared pictures of the significant damage to the toilet, and was told to toss it in the garbage. Take about a bait and switch. I'm sure my credit card will have my back on this, but build.com/ferguson are garbage companies for having the audacity to making me do this extra work after already sending me a damaged item. Avoid these scammers at all costs! Service Value Shipping Returns Quality Date of experience: July 23, 2024They advertised two Kohler bathroom accessories as made in the USA that were actually made in China. They offered a refund if I returned the products which is a hassle because it delays my remodeling project. Service Value Shipping Quality Date of experience: May 15, 2024Error on my part with shipping address. But how can you argue when address doesn't exist. Then they send response that it was delivered when the UPS tracking indicated that status changed to "return to sender". Then filing a claim or communication to them is difficult unless you want to talk with a CSR whom is reading from screens vs any resolution skills. Basically their response is: we ship, they said it delivered and you lost your product. They offer to file with UPS but you will pay for shipping. Estimate starts at 1/4 more of your order. Hmm sounds like a "no thank". I paid my stupid tax to learn not to use Build.com / Build with Ferguson. Always leave a positive. The photo of the non product was nice.. Tip for consumers:Highly recommend future potential customers of build.com to skip the pretty photos and use a more reliable online site Products used:Order from Amazon Service Value Shipping Returns Quality Date of experience: April 13, 2023No updates from Build.com regarding this delivery except one email over a week ago saying the item has shipped. Even though there was a place to input a phone for text updates regarding delivery. R&L Carriers delivered this to the bottom of the driveway and left a $2,500 refrigerator in the rain. Their website said they could deliver this to the bottom of the driveway despite their moto being "We ship anything, anywhere, anytime!" so we were actually prepared for that. However, in combination with no text updates this is super uncool. Lowe's delivered our oven and dishwasher to the front door. I will never use Build.com again. Service Shipping Date of experience: September 12, 2023The app is non functioning. I think that the people on the Chat lines are Bots. Given phone numbers with real people on the voice mail who never returned my calls. Delivery service is treble. Was not informed that 540 pound article was arriving until they were at my door. And then I had to get it from the truck on the street, down the driveway to my front door. No warning. It was a disaster. Lowes were terrific. Beware of this company.. Date of experience: August 19, 2023This company resales and your product is shipped from another company. They do not inspect or have any quality control over what is shipped. I received damaged products that could not be installed. The products were not damaged in shipping since the parts were made of steel. I sent them pictures of the parts and simply requested replacement of the damaged pieces. They denied my claim and refund. I escalated damage claim to pay pal. Let the buyer beware. Other legitimate companies sell the same product and are concerned with their image. Apparently build.com only cares about themselves. Tip for consumers:Difficult if not impossible to return damaged products sent to consumer. Products used:https://www.build.com/rev-a-shelf Service Value Shipping Returns Quality Date of experience: June 4, 2023They are scammers, they claim to offer a 90-day return policy, which is completely deceptive. I bought a dishwasher and as soon as we installed it, the device immediately started having problems, making a repetitive electronic noise every 15 minutes constantly. We requested a return since we were within the return period, and they replied that they could not accept the return because it had been installed. How were we supposed to know before installing it that the device would fail? Were we supposed to have prophetic vision? They are thieves. Date of experience: November 14, 2023I went on to the website to order a refrigerator and freezer. I was told it was in stock and would be delivered within 4 weeks. I placed my order in November and am still trying to get my items. When I go on the website it's actually showing in stock but Ferguson is telling me I can't get it until March. I will never do business again with them or recommend them to anyone. Service Shipping Date of experience: February 3, 2023Been on hold for over 45 minutes (second call about build's failure to email me 2 return labels) and still no answer. If you call to purchase, they answer immediately. They sent a shattered toilet basin that I was forced to dispose of. Still waiting for return labels for the other 2 parts. Still on hold...60 minutes later... Date of experience: June 26, 2023Ordered item 11/27. Received email confirmation 11/28 stating product " leaves the warehouse in 2 days." Received email 12/4 stating product is " backordered." Backorder means after 1/29. Purchased similar item and asked build to pay for expedited shipping. Build representative ended chat. I recommend nobody shop with them. I won't even use Ferguson anymore as I am so dissatisfied with such terrible customer service. Tip for consumers:Don't use build .com Service Value Shipping Returns Quality Date of experience: December 6, 2023I had to have an $1100 commode shipped 3 times, because the first 2 were delivered damaged. ½ plywood used for shipping a heavy wood vanity, but only about ½ of styrofoam for a porcelain commode. Now, this week, after waiting 12 weeks, I receive the matching sink top. It came damaged. Further, the internal box, a Kohler box, was damaged before it was packed into the shipping box. Build.com KNEW it was damaged before they shipped it. NOW according to Build.com, I have to wait up to another 12 weeks for a replacement. That's 6 months without my main bathroom because I wanted Kohler products. Service Value Shipping Date of experience: January 3, 2023Hi, I have twice ordered the same product. The first time they did refund. The have both times shipped to the wrong address. I have no idea how this company can be this incompetent both items were ordered of amazon and shipped by build not amazon. The first package went to a different zip code. The second was delivered to a locker. This is not the shippers fault they are putting the address in wrong. Do yourself a favor and find another place to buy or spend hours on the phone like had to. Tip for consumers:Hi, I have twice ordered the same product. The first time they did refund. The have both times shipped to the wrong address. I have no idea how this company can be this incompetent both items were ordered of amazon and shipped by build not amazon. The first package went to a different zip code. the second was delivered to a locker. This is not the shippers fault they are putting the address in wrong. Do yourself a favor and find another place to buy or spend hours on the phone like had to. Service Value Shipping Returns Quality Date of experience: February 13, 2023The product arrived damaged and I refused the shipment - and shipment tracking shows it arrived right back to their warehouse four days later! It has now been THREE months since that refusal and I am still waiting for my refund. I have spoken with four different customer service reps - each of them telling me that they processed my refund and that it would take 3-4 days for it to arrive in my bank account. Yet, here we are, still no refund. Three months. Perhaps their policy is to stall as much as possible in hopes to get the customer to give up. Not happening - especially with an $1,600 item. DO NOT BUY FROM THESE PEOPLE! They are crooks. Service Value Shipping Returns Quality Date of experience: July 22, 2023We ordered a vent hood and kept it in the box and wrapped in the plastic for three weeks until the kitchen was ready for it to be installed. When it was installed we then took off the plastic wrap and found that it had a small dent in the upper left. Build os refusing to replace it. Will never order from Buold again. Poor customer service. All other companies would gladly replace a damaged product. Very disappointed Service Value Shipping Returns Quality Date of experience: May 31, 2023I'm a contractor, they delivered a mini split instead of the shower base I needed, they couldnt/wouldn't send a replacement for another week or more, didn't even offer to expedite or some kind of partial refund for all the money they're costing me, and to top it off I have to bring the whole mini split system to a ups store if I want my refund processed What a joke, lesson learned from wandering away from wayfair and trying something else. Products used:Wayfair Service Value Shipping Returns Quality Date of experience: September 16, 2023I purchased an ivory colored decora timer. 1-5-10-20-30 minutes. Looks great & works well to turn off the bathroom exhaust fan. There's a blue light that illuminates the minute display chosen. Shipped quickly. Would buy again. Date of experience: February 17, 2019Just received an order of tile. No problem with the on-line order process and material was delivered when promised. HOWEVER, the tiles look like they came from the chipped and broken pile factory reject pile. 92% of the tiles--yes I looked at each one--have one or more chipped places. Several have a yellow stains (the tile is a light gray/beige color) that appear to be from some liquid substance that spilled/splashed. This was a small job and I only needed 3 boxes to finish out the project. Tried to save a little money, but next time I'll know better and use my local flooring dealer. The price is right at build.com, but you get what you pay for. Value Shipping Quality Date of experience: June 9, 2016Bought a Kingston Brass faucet from Build.com, connector was defective and cracked along the seam filling my upstairs closet with water, twice. Called to complain, "not our problem, call Kingston Brass" even though I bought it from them. Service Value Shipping Returns Quality Date of experience: June 10, 2022Expect to spend all day trying to get a refund from Build.com. I've been working on this for 8 hours today. We will never order from this company again and should have double checked the other poor reviews on Amazon that showed people were having the same issue we had. We ordered 2 toilets through their site on Amazon and both arrived broken (one the tank, and one the base). Exterior boxes were fine. After 16 emails back and forth, with description of damages and photos attached to all (which they at first denied receiving), they finally said they would issue a refund but it was up to US to dispose of the toilets. This means we incur the cost of disposing of something that they sent broken in the first place. Shipping Returns Date of experience: April 25, 2022I ordered a bathtub in May 2021, I need it for physical therapy reasons. They took my money immediately. Every two months, they moved the delivery date. Every time I called or emailed, they said they would get back to me but never did. I just cancelled today and hope they really do refund my over $3000. If they would have given me an honest answer, I would not be as angry. Date of experience: February 15, 2022If I could give less than 1 I would. They let you place your order, take your money and give you a tracking number. The tracking number is non-existent and their email on the order form bounces back. I am turning this over to my credit card company as a fraudulent charge. Stay away from these thieves Tip for consumers:Stay away from Buildcup. They are crooks just stealing your money. Products used:None. Never received items I purchased Date of experience: December 9, 2022Do not order from them or any of their affiliated companies. There is no one to speak with who can provide reasonable explanations for denying returns. I am sorry, the product was as ordered, but their return policy makes no sense if they wish to retain customers. Date of experience: August 23, 2016The customer service is top notch. If you're patient you can snag item you want for reasonable prices during sales. They have a lot of stuff that places like Lowes or Home Depot don't have, especially lighting fixtures. Date of experience: May 15, 2019After 3 weeks I'm still waiting for tile that was supposed to be delivered in 4-5 business days. I just received a second notice so my project is even delayed longer. Don't use this company if you have a schedule to keep even if the prices are lower. It's not worth the frustration. Date of experience: February 15, 2017Frankly - I am baffled by so many sub-par reviews. We are a builder in Central Texas, and I do quite a bit of business with Build.com. I usually speak with the same customer service rep, and she has been nothing but helpful and professional. The items always get here when I need them to, and I've never had an issue with returning items I purchased too many of (even a month or more after the fact). The quality of their product is identical (sometimes better) than anything we would get from local suppliers such as Lowes or Home Depot. It does pay to shop around a bit - sometimes Build.com is cheaper, but sometimes local shops are - just depends on what you are looking for. I will definitely keep using them. Date of experience: November 20, 2014