Build.comReviews of build.com

Very disappointed in this company. Returned three lights that I purchased in accordance with their return policy and my online account shows they received the items and approved payment for the return. It has been a month now and no payment. You can't get through when you call and the online chat feature is a joke. They now have my money and the lights. I do NOT recommend doing business with this company. Extremely poor customer service.

I had a door handle break during the install. I sent the pictures as they asked but have heard nothing. What good is a warranty if the company just ignores you?

Terrible experience they cancel one of my order to increase the price of my purchase, delivered a washer machine in the back without any contact me, the washer was damage. Terrible company I will never recommend it.

I have called build.com for the last 3 days nobody will ever answer the phone I sent numerous of emails finally got a email saying we will get back to you shortly I'm like no I want my refund now I sent the product back a week after I got it because the toilet was too small and I never used it so I'm like if it took a minute to take my money off my card then it should take that long to put my money back on my card I think I'll call my lawyer and the BBB this company needs a eye opener

Sharing the letter I wrote them about my experience: Hi, I am writing because I had heard wonderful things about build.com and so decided to give them a shot for a remodel project I was working on. Prices were good, initial interactions with my sales rep, Ariel Lewis were very positive. Shipping was quick and we received everything that was on the BOL other than a pedestal, which was quickly replaced. I was very happy with build.com and looking at using them more. Then, we tried to install the range we had purchased. This project was delayed due to Covid and so what should have been installed at the beginning of the month ended up taking 6 weeks to complete. We were assembling the Bertazzoni range and noticed that the top of it was deeply dented. I called to speak with Ariel, who had always been easy to get a hold of. No answer. I called the 800 number and was on hold for 45 minutes. While on hold I thought I would email Ariel with photos so she could see what was going on. I sent her photos of the damage with the range still in it’s original anti-scratch stickers. She responded immediately stating she could not return and asked if we would take a credit. I replied to her that we would not take a credit and that we had purchased a new range and would prefer to have one installed. I then remembered that I had already spoken to her or someone else at build.com about possible damages. On May 9th, one day after delivery I arrived to see that they were placed in our garage (though I never signed for the order). I looked through everything and saw that there was damage to one of the boxes and that it had been taped up. I took photos and called and spoke with someone to tell them there could be damage. They asked if I would like to return it. I said, no as it looked like it was taped back up and hopefully in good shape. I asked if when I opened it and inspected it that if there was damage, if I would be able to return it. I was told that of course I could. I explained all of this to the person who finally answered the phone on the main line. He said he could give me $400 credit, but nothing more. 10% off a range with a dent that could prevent me from being able to use it?!? I asked to speak to a manager and to see if I could explain it to them. I was placed on hold for 15 more minutes and transferred to Franco. Franco was one of the rudest people I have ever dealt with on the phone. He was short, did not care about the circumstances, and said he would do nothing. I asked if he had reviewed the photos I sent to Ariel? He said he had no need to review anything and that they wouldn’t be doing anything. Is this the kind of company you want to have? One that is unwilling to discuss things with their customers? One that places all the blame and responsibility on the customers? Who opens every box for a kitchen remodel when product is received?? You should be offering me a complete replacement instead of causing me to spend hours of my day trying to convince you to honor your commitment to your customers.

I ordered a product from build.com and it took 3 weeks to get it. It took 3 weeks to get here. 3 WEEKS. I ordered the same product from Amazon and I got it the next day,THE NEXT DAY..... SHAME ON YOU build.com SHAME All hail Jeff Bezos...SHAME ON YOU BUILD.COM....SHAME

If I could give 1/2 star I would. I ordered from them via phone call, they ordered the wrong items, I caught it immediately and the nightmare started. They took my money, I cancelled the incorrect items, they didn't ship them, didn't give me a refund and then they say it takes 10 days after return to start the refund process. We are talking thousands of dollars in merchandise that either I don't have, they never shipped, I received and had to return to them and I still wait for the refund.

I am a custom home builder and have ordered from build.com three times, and all three times were terrible experiences. I will never use them again, and I would never recommend them to anyone. They lie about having items in stock to get your order, and then the real delivery dates are weeks away. The freight companies they use always have scheduling issues, and the items arrive damaged almost 50% of the time. They mix up shipping and billing addresses often as well, and their customer service is terrible. Often I have had to wait weeks to get an item they said was in stock, only to have it arrive damaged, and then have to wait weeks more for a replacement. As a professional contractor, this messes up scheduling and closings, costing me thousands of dollars. It’s simply not worth buying here. I can’t tell you enough how terrible this company is, and I strongly recommend buying locally or from a larger and more reputable place like Home Depot or Lowe’s. Anywhere is better than build.com