Build.com

I am working on a home remodel, and the designer I am working with recommended Ferguson's/Build to purchase the bath and kitchen items. Most of what I purchased I ordered from the showroom in Pasadena. But one item, I had to order from the website. They offered free shipping since my purchase was a $1500 vanity and top. What I missed when I placed the order was that they only offer curbside service and do not require a signature. The communication between the carrier and the Build.com site indicated that the vanity & top had an estimated delivery date of today (06Mar23). But on Friday, I saw the truck pull up in front of the house. Fortunately, I was here and had the driver put it in the garage. Otherwise, I would have come home to find my $1500/approx 300 pound vanity sitting in my driveway. And since I don't own a pallet jack, I would have had no way to move it.

I certainly didn't do my research on Build.com. The customer service is horrific. First, after you order, it states that you will get a tracking number so you know when your product will arrive. I ordered 2 sets of glass shower doors, so it was important to me to know when they were going to arrive; I didn't want glass shower doors sitting outside my front door. I never got the tracking information. I spent a significant amount of time emailing and calling Build.com's customer service, and all I got was "we are calling the vendor to get tracking for you." So be aware that your product isn't coming from Build.com but some unknown vendor who doesn't respond to Build.com's inquiries.

I recently purchased a Refrigerator that showed online and with the customer service representative a 24 inch Liebherr a few months ago. This is how long this issue has gone unresolved. They sold this to me at over $2800.00 dollars and once I received this and the box was removed not only was I missing parts but I was also missing the bottom vent and this Refrigerator was only 22 inches wide. I have emails after emails and witnesses to my phone calls and Liebherr then told me that this Refrigerator was discontinued long ago and they should have told me this before they sent this to me. The warranty department told me that they could not guarantee a warranty on this appliance but would do their best to find me the model number to the vent piece so that this could be installed.

I found the exact hardware online that I saw in a local store (exact model etc). Ordered multiple styles in different quantities for a kitchen remodel. Build.com has been extremely difficult to work with. They shipped 23 pulls that were here locally to their main warehouse OUT of state and said they were delivered to my house. I was charged for them. Cannot obtain a refund. Another order, they would never send me the return label. I’ve reached out multiple times (phone, email and chat).

Purchased a GE Cafe stove for $3,500, arrived severely damaged (obviously with a piece of heavy machinery) & they refused to do anything. I was out of town during their 2 day inspection window & am basically out luck. I spent over $12,000 with them for the appliance suite - would never recommend this company. A 2 day inspection is not always possible, especially during construction.

I 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.

I placed an order 08-04-2022 and languished for over 3 months only to be canceled without my permission, no prior notice given nor reason today 11-10-2022. I complained to Build.com supervisor who told me order was canceled back in September 2022. Build.com wants me to pay again to reorder while I wait 7 days for a refund. I told them this is bad customer service nothing to do with supply chain issues since 6 door knobs are in stock. I will wait for full refund before placing reorder.

Tried to order a matching deadbolt from previous large order. Option to key not available. Tried calling (10 mins), chat (said couldn't help, fully automated no person) and email (wouldn't pop email address). Also said 1-2 day delivery until very last page when you confirm order then warning that may be late due to covid (warning should be on previous pages if you're still having shipping problems). Heading to Home Depot.

I have ordered through this company twice. I ordered my first shipment of tile and all the corners were chipped. They shipped the tile to the wrong location two hours away. I called and they said there was nothing they could do about it, and even said well good thing it's only two hours away. I had to rent a truck and load 3000 pounds of tile by myself. Then I had to order through the company again to get the same matching tile. I could not believe the state my tile showed up. The tile was completely off the pallet and the pallet had been split in the middle. I was not at the house at the time of the delivery and they still delivered it. I have spoke with probably 5 people trying to figure out what I need to do. I will never order from this company again. Their customer service is crap and nobody cares.

I will never again buy anything from this company. We needed a compact washer/dryer for our space, and Build with Ferguson was one of the few who sold the one we wanted and said they had it in stock. It was unavailable in any retail stores near us. By the time we purchased, we had already been without a washing machine for 3 weeks as ours broke and we tried unsuccessfully to have it repaired. We purchased from Build because their website said they could get it to us the fastest. A week later, they delivered just the dryer. Not only did they not call us to let us know that they weren’t delivering the washer (we were worried it at been stolen), they also dropped the dryer off at the bottom of the hill we live on, despite our explicit conversation with their freight carrier to please bring it to the back alley behind our house. My husband had to walk it 3 blocks by himself to get it in our house, including a bumpy gravel alley.