Build.com Reviews

I bought a $1500 tankless water heater from Build.com via Amazon. Can't fault Amazon, they don't sell WHs. Ferguson, via their plumbing supplier Build.com does. This particular WH has an astounding warranty. 10 years on the heat exchanger! If you haven't had a problem by then you're golden. My unit was going in new construction and therefore wasn't used before the 30 day deadline. 1 hour in... A condensate leak. I've been a licensed residential builder since '92. I went to plumbing school in 1980. I made well over a million dollars as a maintenance mechanic for the nation's largest Iron miner, hired off the street for my lucrative position. Yes, I installed it myself. I repeatedly had to repair the local plumbers' new work, not anymore. I've remodeled at least 20 bathrooms, full deal, right down to the joists. Again, one hour of run time.

I ordered twice a bathtub that was "in Stock" on their website. And also, I called customer service to confirm if it was in stock, and the answer was yes, it was in stock. After the payment, I got an email saying it was not in stock. This happened twice on both orders. If you have a limited time for your order, do not buy from this site. They are not organized well!

I ordered a kitchen sink. First one arrived damaged. It was obviously a sink that had been returned previously, there were a few broken pieces of styrofoam, and the accessories were just thrown into the middle of the sink with no packaging. I had to return it, and they sent a 2nd one. This one again was the same - no proper styrofoam, sink was damaged. It was obvious from the way the box was taped up that this was again a sink someone had returned and no one checked the condition or packaging before sending it out. Of course, again I have to return it, and then wait for my refund - I won't give them a 3rd shot to get it right. I'm not sure what's up with this company but they are obviously selling 2nds...This was a $1600 kitchen sink BTW, not some discount brand

I'm only writing this review b/c my experience was so different from all the negative reviews out there. I think people just write reviews for this type of business when they have a bad time. So, I'm here to tell you that EVERYTHING about my experience was EXCELLENT. I got multiple shipments consisting of products that I've never had experience buying before. The folks in customer service were super knowledgeable and helped me chose the right stuff. Shipping was prompt. Nothing arrive broken. I could not have asked for more. More of my stuff even arrived a day or two earlier than predicted. I'm a happy camper.

The 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.

Paid for shipping to arrive by 7-20. Their site notes “all shipped on the 16th” which was one day after the order was placed. Seems fair, Except once the background is looked at it’s noted “shipping label created 7-16”, “shipped on 7-19“. Wow. The shipping label was created. Thanks guys! So if your project is time sensitive as mine was please beware.

I ordered all in all products for $10k+ for our new house. A couple of boxes had parts missing (like drain for sink etc.). I had 5 chats with the customer service so I could get the missing parts. Each of them confirmed the parts will be shipped and followed up by email. No parts ever arrived. When following up by email response... no ever answered again. You cannot get anyone on the phone - so all is via chat (wait time about 45 min). Finally: I cannot use the sink / cabinet for $1200 as the parts are still missing (after 3 months). DO NOT order anything from build.com if the package contains multiple parts - you will never get those parts.

Ordered new faucet and handles. Kolher fixture installed by plumber only to discover a part missing from box. 3 calls exceeding 25 min in attempt to get piece shipped out that was missing. Build.com only offering full replacement. I’d have remove new fixture and send entire order back before they would replace with another full order. Nobody answers phone calls. Finally got in after 15 wait to chat with a rep. Can’t do a thing for me. Kolher should think twice before using build.com to represent Kolher.

I made an appointment online for the Scottsdale Showroom. I received a confirmation email with the date and time. After driving 35 miles one way I get there to find that they are closed for the day. After sending an email to the consultant I received a response that she didn't know how I made an appointment because she had blocked her calendar. I asked for the manager's contact information and then received an email from the showroom manager saying that they were sorry and have ran it up the IT Chain. Very inconsiderate of customer's time and concerns. Will not buy anything from them and will share my experience with others.

We've been searching for a Jennair range the same size as our old one but had no luck at Lowes, Home Depot, or Best Buy. The best they could do was say we would have to wait for months, not weeks or days, to get one. Well, I found one on build.com. I ordered it on June 26, and received it on June 28th! That's fast shipping! The unit was perfect and easily installed since I've installed three Jennair ranges previously. I'll be going back to build.com again for home improvement needs.