Build.com Omdömen 454

Long unfortunate story, short. I would NEVER order from build by ferguson again! They shipped me a heavy vanity top that was broken into pieces and their support told me it was my problem. I did get a refund for the price, but they did NOT send Fedex back to collect it, so it became OUR RESPONSIBILITY to hire the pickup of this heavy piece, taken to the landfill. I cannot believe they would do their customers like this, but I learned a valuable lesson and am trying to keep you from doing the same.

I ordered 3 cabinet door pulls in the same color. One was a different color. I am now on my 4th shipment attempt to get it resolved. Each time I call, I’m on hold 30 minutes before I speak to anyone. I’m currently at 1:01:55 of hold/chat/hold again time. The second and third deliveries were the wrong item number- both times!! The fourth delivery was the correct item number but wrong color even though my invoice stated the correct color. I can’t imagine ordering expensive things and possibly having to deal with their incompetence. I have their handles in my kitchen and have loved them for more than four years.

If you do not open the box (in our case a vanity) right away and you discover damage later, you are out of luck. Build passed the buck to the manufacturer saying that the manufacturer had a one-year warranty (our contractor--who was delayed by other jobs--opened the box today [a few months after delivery]), but this was false. All we can get is touch up paint for cracks in the vanity. I would not order a large item from Build again.

I sat in my house all day waiting for a washer and dryer to be delivered. It wasn't going to be installed for several days so I wanted it in the garage. Nope! They have a contract with their carrier for "no-knock" curbside delivery. I only realized a huge pallet was left in my driveway, in the rain when I went out at 8pm to get an Amazon delivery from my mailbox. Pinnacle Express (warehousing 3rd party), R & L Carriers (trucking company), and Build with Ferguson all pass the buck. Ultimately blaming me! Lousy customer service. I see now I am not the only one with this complaint. Beware. Horrible shipping experience.

Ordered a kitchen stove 3 weeks ago and they still have no idea where it is.

First, I tried to process a return and their website is a nightmare. They shipped a single order in two boxes, so of course they want to charge me for two shipping labels to return a single order. Then their system only lets me create one shipping label and won't let me create the second one so I have to wait in a line of 16 other people on the phone to get help. FWIW, they did offer to waive the return shipping for their terrible website experience. Before that happened, I had just ordered door hardware for an install happening Monday. I paid for 1-day delivery to receive it on Friday. Tracking said it would be delivered on Friday. Didn't get it Friday. Didn't get it Saturday. My contractors are here tomorrow and I still don't have it. Now it says it's coming by 6:15 PM Monday, AFTER my contractors are gone. There are better options out there than build.com.

Ordered an Emtek product from Ferguson/Build.com in May of 2024, AFTER confirming from Emtek directly that is was available from the manufacturer. Once I ordered, Build sent me an email stating it was backordered until July 17th. By July 30 crickets. In August they claimed they needed door thickness from me but never requested it. In September I was told they will expedite the order and my next communication would be confirmation and shipping information. Instead I received back order notification until mid October. I just learned they are not even buying direct from Emtek but through yet another distributor?? 3 step distribution?? Ferguson / Build provided ZERO help. EPIC FAIL

Careful 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?!?

Excellent, courteous, and fast customer service. The phone line was a long wait, but the chat function online was very fast and convenient -- and it was a real human being. They allowed a return outside the already generous 90-day window for a full refund.

I bought a very expensive toilet for a client via the build.com trade program. The item arrived quickly, but arrived damaged and unpalletized (it is 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 am sure my credit card will have my back on this, but build.com and 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!

I had a broken cabinet hinge and initially went to a department store like Home Depot to buy a replacement hinge. IT DID NOT FIT! So, I went on a forum to find the brand of hinge, hardware resources, finding it only at this homes.com and two other sites; homes.com helped fix my broken cabinet hinge with fast shipping and excellent prices.

I ordered 2 toilets the first week of June and only received the tanks. No one could tell me when or if I would get the bowls. We are moving into a new home but can't without toilets. After numerous phone calls I finally ordered 2 more toilets. I never was contacted about picking up the first order. So I was charged for 4 toilets and finally received the missing bowls the middle of July. A WAY TOO LATE. Now they are charging me a freight fee for the returned toilets. So Wrong!

Update: still no refund - 2 weeks and waiting

I would really like to know what is going on at Build.com. I ordered dining chairs from them, initially for 2 end chairs with arms to see if I liked them. The first delivery was about 8 weeks ago, the chairs had smudges on the upholstery and one had a tear in the seat. Refused delivery, they apologized and said they would get replacements out right away. Second delivery 3 weeks later had smudges (again) and a tear on the back of the seat upholstery--refused delivery again. They apologized and said they would get the replacements out right away. Third delivery, 2 weeks later, they sent only 1 chair, but since it was a 2 chair pair order, the delivery guy said I should refuse it, so I did. We had spoken to someone in "the office of the President" and they assured us that this was not how they did business and they would guarantee we would be satisfied. Told us to cancel original order, and place new order, since original order was a "problem with their vendor", Hooker furniture. Did as I was told, and increased the order to total of eight chairs, 2 end chairs with arms and 6 side chairs. Delivery was today and what I got was 1 end chair with arms and 3 side chairs. You cannot make this stuff up. The incompetence and total lack of quality control is breathtaking. I am sure the "President" and the people in his office are fine people, but what about getting someone personally involved after 3 failed deliveries, and with hat in hand, personally supervising these shenanigans? It is really disgraceful. After the 4th messed up delivery today, they said they would "get right on it" (seems to be something I have heard from them before) We shall see. I think in the future I should be using someone else. No one needs this kind of customer service. Very disappointed. Funny that Amazon, which carries many of the same products, doesn't have these types of repeated glitches.

I placed an order for a vanity and two medicine cabinets after a long thoughtful search. A few days later, I got an email saying my order was put on hold and would be cancelled if I did;t call. When I called upset, the woman gave me a hard time trying to prove who I WAS, even though they sent the email to call them. While on hold for the manager, I decided to look up their reviews and saw how they scam people. When she came back on, I told her I wanted to cancel my order. The cancelled and refunded the vanity, but not the cabinets, had excuse after excuse, days go by calling email every day, excuse after excuse as the cabinets go from received to processing to preparing to ship to ship. I spent days calling, even got hung up on to no avail to put a stop to this. Even called the GM at the factory before they shipped to stop it and he was useless to help. Someone sent me return labels for the cabinets and arranged for the refund and pick up. The cabinets came out of order, the driver was confused, with labels, however, they both went back on the 15th. It is now the 21st and they have not initiated a refund for over $600. They had assigned a special agent to me named Alexis Krause who promised to take care of all personally. Her extension is a fake. Everything takes you to the general 40 minute wait on hold number. She doesn't respond to emails and has not been caring for this as there has been no refund and no response. Now I have to file a dispute with the credit card company. Save yourself hours of time and headaches and order elsewhere. They stole money from me.

Ordered 3 toilets and a bathtub from them. They were all left in the parking lot of the complex (far from my condo and blocking multiple parking spots) with no phone calls whatsoever. I called them to let me know to call me beforehand. I have to pay additional $300 to random folks from the street to help me move an almost 400lb items to my home because my HOA will fine me if I don't do it ASAP, storm is coming in the next hour and no company movers available immediately or on same day.

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, that endlessly loops. There is zero opportunity for actual customer service, person or virtual. There is only one number to call, and it is a recording for a medical device-- for real! Another days attempt to reach someone, I have 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 business advertises DECEPTIVELY, fails to honor their sales contract for quick and easy returns. There seems to be no way to make a return.

The bathroom sink model I put in my cart and ordered is NOT the sink they said I purchased. I.e. they changed the sink model # after I ordered. Who does that?? It's the wrong sink and the wrong number of holes for the faucet.

Immediately after receiving the email for the wrong order (within minutes of ordering), I tried to cancel the order online but they say they cannot find the order (even though they sent an email confirmation)?!?! Customer service said "They ship fast" so may not be able to cancel.

Think twice before ordering.

I had an excellent experience with Village Appliances in Port Chester, NY. Upon recommendation from our kitchen designer Lance at Leicht Westchester during our kitchen renovation, we spoke with Jimmy at Village Appliances. Jimmy's extensive knowledge about appliances made us feel confident in our choices, and we ended up purchasing a 36-inch Wolf cooktop, exhaust fan, Miele double ovens, Asko dishwasher, and OXO refrigerator—all of which have performed exceptionally well. The staff at Village Appliances were friendly, attentive, and accommodating throughout the process. They kept us informed about delivery timelines and worked with us to coordinate deliveries with our cabinet schedule. Overall, our experience with Village Appliances was outstanding, and I will definitely be a repeat customer for any future appliance needs. Highly recommended.

I have purchased a few items from build.com. I have not purchased any appliances. I ordered and received a amazing kitchen sink. I was impressed with the quality. The faucet was nice as well. I have purchased small things as well such as handles on my kitchen cabinets. The items were in stock and I received the very quickly, it took only two days. I was impressed with the speed of getting my order. I have not had any orders canceled or needed to return anything yet.

Fraudulently charged my credit card. Contacted company to find out who ordered merchandise on my card, what was ordered and where was it being shipped. Customer service rep would not help me, refused to escalate call, told me that Build.com has a fraud division but they don’t talk to customers. My credit card company stopped payment to Build.com. No apology or any empathy.