Build.com Omdömen 454

I TWICE spent over 40 minutes waiting on hold and nobody picked up the phone. When I did get an agent, he advised me to buy three valves that I needed for a three thousand dollar shower system that I had ordered a week earlier. Less than a day later, my shower system order was canceled. Now it will be about a month before I get a refund for about $600. in valves that I won't be able to use. Apparently, the sales person didn't know that the order was discontinued! Customer service took about an hour to come to the 'Chat", and then refused to expedite the shipping for the replacement shower system, and refused to expedite the refunds!

Customer Service just says what they say and then hangs up on you. They triple charge you for any returns.

I am disappointed to share that my experience with this company has been extremely unsatisfactory. Despite making a purchase ($4K item), there has been a complete lack of communication thereafter. The promised delivery was never fulfilled, and when seeking clarification, I was met with evasion and blame-shifting towards the freight company.

Adding to the frustration, the company informed me that a refund cannot be processed until they retrieve the item from your chosen freight company (AAA Cooper), even though I have yet to receive the item. This has been an unacceptable and frustrating experience, and based on my current encounter, I would not recommend this company to others.

I am very impressed with Build.com! Their easy to navigate website helped me get the proper cabinet hinges to replace the old ones. Best prices and super fast delivery! Quality hinges, no generic after market substitutes. I will be shopping here for my hardware and other household needs in the future!

I never heard of Ferguson until 2 people recommended it this summer when started our very first home renovation this year. Since we are getting all our fixtures for our 2 bathrooms, we decided to make an appointment and find out what this company is all about. I am not sure because we ordered a lot or what not but I am surprised with their low ratings here. I find it is either you are very satisfied or very dissatisfied. I can only speak to my specific experience; thus the 5 star ratings. We made an appointment and randomly got Erwin Dardon, Woodland Hills. He was my contact the whole time and it was a very pleasant experience so far. He helped us in choosing our fixtures, toilet, etc. even though I have made my own research and am
Satisfied with the quality of the Kohler products which is all
We ordered plus Toto toilet. We stuck with Kohler only for everything because we have had great experience with their warranty and customer service in the past with our kitchen faucet. I was actuallly surprised that some of these products I found at Home Depot and Ferguson was less expensive! We are looking forward to working with Erwin Dardon again for future home renovations. Thanks Erwin!

BUILD.COM IS HORRIBLE.
I AM A DESIGNER AND I DO NOT HAVE A FACE IN FRONT OF MY CLIENTS NOW WHEN I DID SOME ORDERING FROM THEM. DEFECTIVE PROCUCTS, ZERO CUSTOMER SERVICE AND GETTING YOUR MONEY BACK IS A NIGHTMARE.
STAY AWAY,

Build listed my vanity as including a mirror. I contacted customer service to let them know I hadn't received it. After being on the phone for an hour, I was informed this was an error on their webpage but there would be no compensation or replacement item. No accountability. Will not use their service again.

Horrible customer service. Emails and direct phone messages to the customer service rep go unanswered. I spent over a month trying to place an order for EasyTrack closet components. They gave me a freight quote of $749! Then revised it to $50. When you call them back you can NEVER get the rep who originally "helped" you. When you do manage to get a breathing body, they promise to call you back and don't. Or they put you on hold for 10 or 15 minutes, then disconnect the call! I finally ordered direct from the manufacturer. They are getting my 488 pounds of closet components to me via Fedex for $102.38. I am so done with Build.com. Never again.

You are perfect, products delivered on time, you have products that others do not sell separately, never change, keep up the good work.

I'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.

I have an account with Build.com that contains my business name, delivery address & phone number. A recent order of mine was sent to the wrong house, same street but the "ship to address" typed by Build.com was the address for the house 3 houses down the street from me. I didn't discover it had been shipped to the wrong address until I called "the not so helpful" Build.com (1-800-325-3403) help line to see why I hadn't receiced my order. After waiting to speak to a representative for over 30 minutes, the rep got on the line. To summarize, after behing placed on hold 4 times while he "researched the issue," he told me it was my fault because I had entered the wrong address which previously he told me the shipping address is automatically entered from my account (which has the correct address). He said I would have to re-order the item again and that he could not refund or credit my account since it was "my error since I entered the wrong shipping addresss.) I would have to purchase the product again! To end the 45 minute phone call, he told me I could call the office of the company president tomorrow at the same 1-800 company number and file a complaint. I told him I wanted to file the complaint now but no one was avaiable to do that but he would give me a case number to reference when I spoke to the president... yah right!! Done with this company that I have used in the past with no problems, but not going to risk having to go through this poor customer service experience with them in the future.

Worst customer service experience EVER. Ordered a simple bath accessory because Home Depot was temporarily out. Build.com indicated shipping in 2-3 days and charged my credit card for the product plus shipping (which was over $100 for UPS). I waited a week and got nothing and called to find out it was back ordered so I canceled my order and awaited a refund. Waited a month and got NOTHING. Contacted a representative via the “chat app” on the website and was promised a refund and waited a month and got NOTHING. I contacted again on “chat” and was again promised a refund, and again got NOTHING. Contacted them a month later via chat (I have documented all my chat conversations) and was assured a refund. I finally received a PARTIAL REFUND but was not refunded the shipping amount of over $100 although the product was NEVER SHIPPED. I emailed the representative who processed my partial refund and have only GOTTEN CRICKETS. BUILD.COM is the website for Ferguson Pluming supplies. NEVER EVER USE THEM. I have worked with local Ferguson distributor for my renovations. They were able to get my order delivered although the ship time was way too long (understandable with post pandemic supply chain issues). I have gotten way better responses from other home supply companies. NEVER AGAIN.

I ordered a vanity that takes 8-10 weeks to prepare and deliver. On week 10 they sent me the completely wrong product (a sink instead of a vanity).

Customer service said that someone else probably got my vanity but they had no way of knowing who without them calling to tell them, and therefore couldn't correct the problem.

The only thing they could do was order me a new vanity and wait another 8-10 weeks. Which of course, completely destroys the remodeling schedule. Just a complete nightmare.

What kind of company sends out merch and has no clue where it went?

Buy directly from the vendor you want and avoid this incompetent middleman. Besides, their prices are on the high side anyway.

Never again!

Microwave box was not opened until installation, which was a couple of months after receipt.

No obvious damage, but door significantly misaligned (Whirlpool quality control issue). Was told by customer service that their 90-day return policy DID NOT INCLUDE APPLIANCES! But go and try to find that ditty on the Buid.com website.

I was able to get partial satisfaction from Whirlpool, but would never deal with them again, either.

Deal with these companies at your own peril. I never will again.

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.

This place sucks.
Ive placed 3 or 4 orders and every single one of them is a problem.

Products are damaged. Not shipping damage. Example. i ordered 4 edge pull handles(they are basically 90 degrees bent metal) . All 4 showed up stacked together. 2 were perfect and 2 were bent and had threads imprinted in the aluminum. Obviously sent out that way.

Another example. blum drawer sliders that had plastic adjuster tabs broken off but not in the box.

This last order. I ordered both blum and knape & vogt screws. 5 different part numbers. Not a single part number was blum or knape & vogt. And in fact all the screws were some made in china brand called quickscrews. Bait and switch.

I also placed an order then Immediately called back to add on one more part number and they would not add on anything so I told them to cancel the order so I could re-order everything together. Well, they never canceled the order. It showed up the day before the second order that were ordered 2 hours apart. Both from different shipping companies.

Be warned that if you call you better have two hours before you get off the phone because you'll be on hold that long

I ordered 26 hardware cabinet pulls. I ordered 25 quantity in the 3" center to center size, and only one 5" CTC of the same brand/type of pull. After waiting nearly a couple of weeks, the pulls arrived - all 26 of them in the larger 5" CTC size. None were the smaller 3" CTC size that I needed.

I promptly phoned Build.com customer service and after being on-hold for well over 20 minutes, I spoke with "Laura". She was pleasant, but never apologized for the Build.com's mistake (which held up my remodel project), and she arranged for me to receive the correct size pulls in a second shipment.

Laura sent me a return label by email, but I had to use my own paper and ink to print it, even though the mix-up was no fault of my own.

Today, a week later, I received the second shipment of replacement pulls and ONCE AGAIN - the WRONG size was sent! I received more of the 5" CTC pulls!

What the HECK? I called Laura back and asked for a full refund. This is ridiculous. 3 weeks later, and still everything they sent me is wrong. I'm going with purchasing hardware from another company now, sorry to say.

I have purchased previously from Ferguson and decided to place a larger order for two bathroom upgrades. Ordered over $5000 in products. Three items arrived damaged (bowl, tank, and sink top) which I had to pay to dispose of since they didn't want the damaged items back. Then I noticed that a vanity was backordered for 3 months so I cancelled it and ordered a different one. Thy told me I had to pay for shipping because my $1200 vanity didn't meet the free shipping threshold. I reminded them that it is part of a $5000 order but apparently that didn't matter. So after $5000, three broken porcelain items, and a replacement on a backorder, Ferguson needed $85 more from me.

Two Kohler toilets ordered and both arrived damaged! Build.com was nothing but confusing afterwards.

While it turned out to be not terribly difficult to arrange a refund, I realize it was because Kohler refunded them quickly. This means Kohler is the good company!

There's other online retailers.