Build.com
Reviews and Complaints

I was extremely disappointed with my recent experience with Build.com. I wish I could give them zero stars, but unfortunately, I had to give them one star. As an educated consumer who frequently orders merchandise online, I can confidently say that Build.com has the worst cancellation and refund practices I have ever encountered.

My interaction with Build.com was nothing short of fraudulent. I was promised a delivery date of 2/9/18, but was later informed that the order would not be delivered until 3/5/18. To make matters worse, Build.com lied about the order being processed a half an hour after I placed it, despite receiving an email stating that the order would not be delivered until the later date.

After doing some research, I discovered that Build.com has thousands of complaints against them and one of the worst online company ratings I have ever seen. They claim to be a website for builders, but in reality, they are in the business of ripping people off.

I was shocked to find out that Build.com has no cancellation policy. I can only assume that this is because they make it nearly impossible for unsuspecting customers to cancel their orders. I am currently in the process of disputing the $1,970.11 they fraudulently charged me through my credit card company.

Until I receive a full refund, I have decided to spend my time warning others about the fraudulent practices of Build.com. I have seen countless bad reviews on BBB and other online platforms, all with similar experiences to mine.

It seems that Build.com's modus operandi is to make it extremely difficult for customers to cancel their orders, even if it is immediately after ordering. Getting a refund is also near impossible, so I wish anyone who decides to order from Build.com good luck.

I would strongly advise against ordering anything from Build.com unless you are prepared for nothing but aggravation. And be careful when ordering on Amazon, as Build.com has been known to rip people off through that platform as well.

us because we offer quality products and services, and we understand how important it is for you to receive your order on time. I apologize for the inconvenience caused by the delay, and I will do my best to expedite the delivery of your order. Please allow me a moment to check the status of your order.

Tania R (7/23/2020, 3:15:12 PM): Thank you for your patience, Luis. I have checked the status of your order, and I can confirm that it is currently in transit. However, I will contact our shipping department to see if we can expedite the delivery and get it to you as soon as possible.

Luis (7/23/2020, 3:16:45 PM): Thank you, Tania. I appreciate your efforts to resolve this issue and ensure that my order is delivered on time. I hope that this experience will be a positive one, and that I can continue to rely on build.com for my future business needs.

Tania R (7/23/2020, 3:18:02 PM): You're welcome, Luis. We value your business and want to make sure that you are satisfied with our products and services. If you have any further questions or concerns, please don't hesitate to contact us. We are always here to help. Thank you for choosing build.com.

Build.com is a website that offers a variety of products for home improvement. I recently had an experience with their services that I would like to share with others. I must say that I was quite disappointed with the way my order and delivery was handled. However, I was pleasantly surprised by how helpful my support representative was and they really did a great job in handling my overall return and refund in a timely manner (about 1-2 weeks).

The reason for my low review is because Build.com sent me the wrong item. I ordered a Frigidaire PTAC unit and they sent me an Electrolux Wine Cooler. Not only did they send me the wrong thing, but the delivery company they used, Estes Forwarding Worldwide, did a terrible job in the delivery process. There was no call or email notifying when the item would be delivered. The only way I could track the progress was through the Build.com website. And one day when I was wondering where the heck my unit was I checked Build.com tracking and it said it was "delivered".

Not only was the unit NOT delivered, but in working with my Build.com support representative it appeared that the company "Om Ram Shipping" that Estes Forwarding enlisted to do the local delivery had come a couple days before without notifying me in any way and when attempting to drop off the unit they could not as it required my signature. And yet the delivery person FORGED my signature on the POD documentation in their system which is why it was noted as delivered. Now, they still made the delivery a couple days later (they told my building on the original attempt that they would be coming back... but then why bother forging the signature?). But again they made the delivery without notifying me or calling me, and by the time my building could notify me that it had arrived the delivery person had already left. Which was really unfortunate as it was the wrong item and I could have rejected it right there upon inspection.

Despite the terrible delivery experience, I must say that the Build.com website was easy to use and the support rep was wonderful. However, if you cannot reliably deliver the product then everything falls apart, which is unfortunate because I would have come back for future purchases.

I'm grateful that my support representative from Build.com was super helpful and really worked hard to get things in order for me. He setup a return process and this time a delivery company called Saia executed the pickup/return process. This was handled so much better and I did actually receive a call from them. Note to Build.com, please stop using Estes Forwarding, period. And stick to delivery companies like Saia.

In conclusion, I'm willing to give Build.com another chance in the future... but only after some time passes and I see a general improvement on their web presence when it comes to customer reviews on other websites. I hope this review helps others who are considering using Build.com for their home improvement needs.

I made an order at Build.com for a Kohler Santa Rosa toilet on March 21, 2021. They charged my credit card right away for about $300. After a week, the shipping company delivered several boxes to my house. However, my contractors who were working on our bathroom renovation told me that the wrong item was delivered. Instead of one Kohler toilet, two Toto toilets were delivered to me. The packaging slip attached to the boxes indicated my name and order details for the Kohler toilet. I immediately contacted Build.com customer service. After waiting for about 40 minutes, I was connected to a representative who assisted me with the return of the items that were sent to me by mistake.

A week later, the shipping company came to pick up the boxes, which were unopened since the original delivery. However, they were not able to pick up the boxes since they were missing a pallet on which the boxes were originally delivered. This was because my contractors discarded the pallet together with some of the construction debris. I called the customer service again, and after waiting for an hour, I spoke with the representative who indicated that they can't pick up the boxes without a pallet. Even though all the packages were unopened and in the same condition as they were delivered to me, I was suggested to go to Home Depot and seek a new pallet there. Since I don't have a car that can fit a pallet, I sent another email to Build.com requesting to resolve this situation since it was not my fault that Build.com messed up my order.

Shortly after, I received a call from Build.com, and the representative indicated that they would arrange the pick-up of the boxes by UPS, who do not require the pallet. She also indicated that I would get my money back shortly after the items were picked up. The next day, the UPS guy came by and was able to pick up only two boxes (one toilet) since Build.com provided him with only two labels. I specifically indicated that there were two toilets in four boxes. After corresponding with the customer service again, I was assured that they would send additional two labels.

The next day, the same UPS guy came with ONE LABEL for a 0.5lbs package. Obviously, he did not pick up the second toilet since there were two boxes, and their weight was definitely more than 0.5lbs. I sent another email to the customer service, but they responded that I needed to "call in and ask to speak with a manager." After my request to provide the direct phone number of the manager or ask him/her to call me, there was radio silence. Build.com customer decided to stop responding to my emails.

As a summary, I have never received my original order but was charged for it. It's almost three months that I am dealing with Build.com and trying to get my money back for the order that I have never received. They suggested that I talk to the manager and stopped responding to my emails? I'm currently dealing with my bank to dispute this fraudulent transaction with Build.com. I would never do any business with this company!

I recently had a remodel done and was advised by several contractors to avoid big box stores for certain items, such as plumbing, as they often have cheap internals. So, I decided to do some research and ended up buying from Build.com. At first, everything seemed great and the customer service on the phone was excellent. The representatives were willing to spend extended periods of time on the phone with me during the research and sales portion of the project. They even told me to call them directly with any questions or concerns, design needs, or other needs, and they would help me directly. However, when there was an issue with an order, all I got was the opportunity to leave unreturned voicemails and marginally returned emails. I worked with several representatives, and the experience was consistent. If you want to spend money, they will stay on the phone with you for hours. But if you have an issue with an order you've already spent money on, they are nowhere to be found and avoid you like the plague.

I have spent thousands of dollars with Build.com at this point, but I will not be doing so anymore. One representative spent at least an hour on the phone with me creating a detailed order of items for bathroom remodels, including toilets, light fixtures, shower plumbing, and more. However, he added a lot of things I didn't need, never asked for, and was not made aware of until I received the email confirmation of my order. For instance, he added toilet plumbing supplies that I already had, which added an extra $100+ to my order, yet he never mentioned any of them. Additionally, a light fixture I had picked while on the site and on the phone with the representative was fulfilled not with the actual fixture but by the representative assembling similar but not the same individual parts. This resulted in my receiving something very different and unusable from the part number I gave the representative over the phone. As soon as I opened the box, I immediately put it right back in the box and processed a return because it would not work for our needs. Build issued me an email containing only a single return shipping label, but the parts for the assembly came in two separate boxes. They received both boxes and even sent me acknowledgment of such, but they only refunded the base of the light fixture (the cheapest part) and canceled the return on the more expensive shade. I spoke with another representative about this several times, and she claimed she was going to get the refund processed but never did or could over months of me bugging them about it. So basically, Build stole $70 of my money and refuses to have any integrity around it. Now, I have to turn it over to my credit card company to fight it out.

I received several toilets that were damaged in shipment, with one so severely damaged that it was hard to tell it was a toilet. The shipper they used refused to allow me to refuse the delivery, even though I opened the box with the driver standing there, who also took lots of photos of it.

You might find some prices that are less at Build.com, but you'll spend more time chasing issues, attempting to get any follow-up help, and being extremely frustrated. Not to mention the major impact on your project's timeline by using them. Do yourself a favor and buy your supplies locally. It might cost a little more, but at least you'll have some recourse when it goes wrong, something severely lacking with Build.

I cannot recommend using Build.com for anything more than window shopping. In the end, it's simply not worth it.

I had a chat with the customer service representative at Build.com today, and I must say that I am not happy with the service I received. I placed an order on August 1st, 2019, and the estimated delivery date was August 7th, 2019. However, it is now August 13th, and I have not received any outbound communications from Build.com.

When my wife called last Wednesday, August 7th, she was told that the items had been delivered to Estes in Denver, and we would receive a call from them on Thursday morning. However, we did not receive any call from them. On Monday, August 12th, my wife called the Estes depot in Denver and was told that they don't know where the order is and when it comes in, they will then contact her but until then, just wait. She then spoke to Jamila at the Build.com customer service desk who tried her best but had to give up as she had to go home and she couldn't wait any longer on hold with Estes.

I called this afternoon, August 13th, and spoke to Josh at the customer services number, and he said that "freight shipments can take up to 4 weeks to be delivered to the local recipients warehouse and that they cannot guarantee a delivery on any specified date. He confirmed that the delivery is still showing as 'in transport' on his system. There is nothing else that he can do."

I explained that there must be a Service Level Agreement with their freight companies, and I needed to talk to his supervisor about this as I needed to get the items delivered. Josh put me on hold for his supervisor, and after about 10 minutes, I was disconnected. As I promised him in my phone call, the only way now to resolve this is to go "Thermo Nuclear" on review sites.

So Build.com, check your SLA's with your freight companies. If they have failed you, fire them for breach of contract as it is you, not the customer who has the contract with these companies, and it is your customers who are paying the price for your, and your distribution network suppliers, inability to perform.

I must say that I am hopping mad - but not at the customer service representative. I understand that they are just doing their job. However, I am not happy with the service I received from Build.com. The estimated delivery date was August 7th, and it is now August 13th, and I have not received any outbound communications from Build.com.

I do truly apologize for this situation and I would be happy to see what I am able to do for you. What is your order number?

The order number is ***XXX. I think that you get the understanding that I am hopping mad - but not at you: D

I do truly apologize for this situation, and I would be happy to see what I am able to do for you. What is your order number?

The order number is ***XXX. I hate tarnishing reputations, but this one really does take the biscuit. Your logistics is letting a great business model down, and the senior management should be aware of the failings in the relevant departments across the whole business as well as the outsourced partners.

If you could get this transcript and the e-mails in front of a senior-level executive, I think that they would appreciate it.