Build.com Reviews

Purchased a toilet. An email was received on the day of delivery. We responded by requesting a delivery time so that someone could be there to meet the delivery person. No response. The delivery came but, nobody even bothered to ring the doorbell. The toilet was left as seen in the photo. My 87-year-old father-in-law came out and tried to get their attention. The driver looked at him shrugged his shoulders and left. There was no response from Build.com. These people obviously do not care about their customers!

I ordered a shower door from Build.com. It was delivered with minor damage to it. I contacted the website to discuss options, I provided them with photos and in earnest my hope was that they would give me a fractional refund on the overall purchase rather than replacement. When I finally got through to someone their only option was replace it, which at first sounds okay, but you have to consider the delay this places the on work, the additional costs that come with delays, and the inconvenience to myself and my family. The product was functional and did not appear compromised beyond reason, but it was damaged. The rep then offer to give me the manufacturer's information to discuss it with them. When I asked why I had to contact the manufacturer as I made a purchase from them, they had not answer, only that this is what they do.. then I saw the three little "..." and suddenly the chat was ended. That was the end of it.

I am a professional, state licensed remodeling contractor with over 35 years of experience. I have many high-end clients that seek my services regularly each year. Build.com has horrible customer service!...And is currently jeopardizing my reputation with a very important client dating repeat business for over (13) years and running! I have been trying to resolve an issue with Baldwin door hardware now for over (2) months. The customer service reps have no knowledge in the products that they represent whatsoever.

Ordered a tankless water heater from their Amazon shop. Ordered an indoor mount with LP for fuel. They shipped untracked, when arrived I received the wrong item, outdoor mount with NG fuel. Customer service was worthless, they refused to correct their mistake. Refused to provide a shipping label, eventually provided paperwork for a freight company that never picked up the item. I had to pay for return shipping $243.12.

Worst support/Customer Service I have ever experienced! Long frustrating story, short... We ordered a ceramic vanity sink from Build, only for it to arrive broken into pieces. For me to get a refund, I sent them pictures. They refunded BUT would not have a shipper pick up the very heavy shipment! I complained with support, which did no good. We ended up having to find a truck, someone that could lift this heavy ceramic appliance and take and pay at the landfill! Once Build gets your money, they could care less about you. Sales/Income is #1 to them, Support & customer service does not exist! I filed a BBB report, only for them to continue proving they are the worst online seller, ever. I will NEVER do business with them again! They should NOT be able to operate.

I placed an order yesterday and realized 5 minutes later that it didn't have all the parts I needed. I waited on the chat line, and about 15 minutes later, I got the order cancelled (so I thought). She assured me that since they were closed, someone would cancel it in the morning. I get an e-mail at 11 am today saying they weren't able to cancel it. So now they're expecting me to pay an additional $6 to ship it back. Won't be shopping here again.

I wish I had come here first. 1600 dollars and the company is awful to work with. My project is behind. Ferguson Build.com shift refund responsibility to the consumer and say it's with their partners already even if you try and cancel immediately. Will be doing a fraud charge with the bank as soon as the transaction posts from pending. Don't push your accounting nightmare into your consumers. As a middle man that is your role.

Placed an order for a shower system, stated the charge did not process. I continually tried to order the shower system 4 times, each time stating it did not process. Charged my cc 4 times for the same shower system, and I received the all 4 systems without confirmation. Returned all the shower systems due to no communication, and want an immediate refund. Meantime my card is maxed out and my project is on hold.

I would not recommend this organization to anyone. Be sure to go elsewhere and especially if you are purchasing an appliance. If the appliance is damaged or broken upon delivery they will not replace.

Beware of what you order!!! Paid almost $900 for a bathtub that arrived badly damaged. Called and they asked for photos which I sent. Was told they would schedule to come get it but when I called again they told me they’re not interested in picking it up. So now I have a 300 pound tub that I will have to pay to get picked up and trashed. How is it that I’m being penalized for having received a damaged item? (Oh, and the same line I see they use with all of their unhappy customers: “You could sell it or donate it if you want”.) Who in the hell wants a damaged/cracked bathtub?!?

BEWARE, DO NOT PURCHASE ANYTHING from BUILD.COM.

This is a scam company. They ship you damaged product then make you pay to return then charge outrageous fees. They profit by sending damaged product. The worst company I have ever done business with.

I attempted order an LG split HVAC system. Had order setup with another company I was not familiar with. After a few phone calls with sales reps that didn't know a thing about what they selling,. I saw Ferguson and placed an order right away online. What a mistake. This is not the same Ferguson on the commercial side. This is a residential Build.com subsidiary that has no people skills at all. Order was canceled with no pre warning until it was canceled. Almost as if the order never went through even though I got a confirmation.. This company do not even have the product in stock so it is being drop shipped from LG. Now I'm reading these reviews that says the same.

Ordering items and receiving items, no issue. Returns are pathetic. Ordered four items, returned four items in the same packaging. Three items refunded in a timely manner, more than two weeks later the last return is 'pending'. Agent says they have to check with return department to see if item was received... Well if you got one, you got them all.

THIS PLACE is a JUNKYARD. They sell you garbage that is damaged... After the first Kohler 32"x60" shower base arrived damaged, they replaced it with one that was more damaged. They are wasting my time and delay my job. Never again. They DO NOT value their customers. They ship them GARBAGE that they have lying around for years.

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.

Horrible customer service. I had someone come on the phone and lie about whom they were. I placed an order and never received my product! I can't get any help from anyone. I was ripped off $1500.00. BEWARE DON'T WASTE YOUR MONEY. BUY SOMEWHERE ELSE!

Buyer beware - they have a very strict 3 month return window. Most contractors take longer than that to start and or finish projects. After 5 months I tried to return unopened, unused bathroom hardware and was told no. My contractor took 3 months to even start the project and over a month to complete. I had no way of knowing the shower rod or fixtures I purchased weren’t going to work until the return window lapsed. Now, I am stuck with over 100.00 in perfectly fine unopened products. Also, the agent was so rude to me when I called to return, I won’t ever shop here again.

I bought a bathroom sink for a new home we are building. My husband decided to put the "all in one sink and vanity tops" in. I tried to get a refund because I never opened or used the sink. I was told it was after the 90 days... "Sorry, and try to sell it yourself!" NEVER BUY FROM THEM! I WISH I HAD SEEN THIS BEFORE I ORDERED. When building a house, you want to be ready, though you don't know when something will be needed! This was NOT a long time after the 90 days!

I ordered a vanity cabinet and two wall cabinets. 2 days later, I got an email saying my cabinets were on hold and if I didn't call they would cancel my order. After weeks of searching. While I was on hold for 40 minutes, I decided to look up reviews for them, it felt like a phishing scam. The reviews scared me and so when someone finally answered and wanted my address, I told them I wanted to cancel. I got an email with the vanity canceled but not the cabinets, called back and they said they had to wait for a cancelation bounce back from the manufacturer before they could process the refund.

Complete scammers, back ordered for months and only lets you know this AFTER you pay. Order finally arrived 2 months later only to be a completely different item. Customer service doesn’t exist. Never doing business with this fake company ever again.

I have selected a main bathroom product on their website. But accessories are sold separately while showing their part numbers together with the main product. But their website is designed to waste us customers' time by forcing us to go through hundreds of tiresome pages while showing wrong products page after page. For example: After having selected a main product, you move to parts & accessory section, and then type its part number. Next, you will see, like 265 pages (my query qualified to check 265 pages) on the upper right-hand corner (Remember: you only need one part to locate) while every webpage showing ridiculously different products. Tried differently by typing both product name and part number - no difference. Name only - got worse.

This website looks legit, they advertise quick and easy returns. However, this is very false-- returns are virtually impossible. The telephone number connects you with an automated medical device recorded sales pitch recording. I have also been in a cue 9 callers ahead of me, of 10 callers ahead of me. The chat line queue is 14 long. You can't even connect with a chat bot. There is zero customer service. This appears to be deceptively interfering with their sales contract for quick and easy returns. There seems to be no way to make a return.

Contacted company at the request of my credit card company’s fraud division. Build.com had posted charges and I called to inquire for reason. Who purchased, what was purchased and where was it being shipped against my credit card. Representative was horrible and refused to help. Told me that Build.com had a fraud division but they do not speak to customers. Refused to forward my call to anyone else and laughed at my request. Have shopped many times at Ferguson’s retail locations and shopped on-line with Build.com in the past. Never again. Will address with a letter to Ferguson corporate. Extremely poor customer service in a bad situation.

My order was placed on 12/1, as of today 12/6 not shipped, and no shipping info on website. I wrote them 2 emails requesting info, called the 1-800 number and left a message, and yet nobody responded to emails nor my call. I have an electrician scheduled to install the fixtures and they did not arrive and I even do not know when they will...Terrible experience. Stay away.

This year, I remodeled two bathrooms. We ordered about $8k worth of products from Build. We did have one issue about the quality of a Koehler product, but I worked with Build and they stood behind their commitment to customer satisfaction. Also, for reference, my daughter used Build to buy all her bath and kitchen needs for new construction ($18 k) -- and she was very happy. I'm not dissing the other reviewers, but we've really had excellent experiences.

I recently purchased a ceiling fan from Build.com. The price was $211. This charge was put on a credit card. Soon after I purchased the fan I noticed that $663.83 had been taken out of my checking account. Don’t buy from these people.

How many Build with Ferguson installers does it take to screw in a lightbulb? Well, if it's anything like the number it takes to install my $10,000 GE refrigerator and freezer column, the answer is: we may never know. All they need to do is install (not replace or repair! This interior panel has never made it onto my property!) an interior panel on the freezer column and, since August (October 27 today) they've sent out 4 different groups of people who have not even had the part let alone been equipped to install it.

My biggest gripe with them is that they routinely post misleading information about stock status and lead times to lure you into placing an order with them. They regularly post that hundreds of units are in stock and then will tell you it's backordered ONLY AFTER you pay for the item, and then when you try to cancel the order, it says item has shipped. Which is really laughable. Website says the item is in stock, you order and pay for it, and you are told it's back ordered and not sure when it will arrive, but if you try to cancel, it's already shipped. Hmmm, how does that work? Seems shady to me. And, if you try to call, or chat, it's hours on hold. No thank you. I'm done.

Ordered a light fixture and got confirmation email. Over 2 weeks go by. I call to ask about the order. They said the shipping company will ship it out tomorrow. I call the next day to confirm. They said sorry it'll go out tomorrow. I call again the next day. They blame their shipping company and tell me that if we cancel the order and put in a new one, I should get it in 2 weeks. I don't get an order confirmation so I call again. They said it's out of stock. All this time, they never reached out to me. Hold times when I called was over 20 mins each. What a waste of time and effort. Never will deal with this company again. Build.com