Build.com

Review: I ordered 3 [redacted] fans on 08/05/16 from build.com and their web site and on the order they stated shipping would be 1 to 3 days. After not receiving a tracking number within that time I called (on Wed.) and was told they would ship on that Fri. again I called for a tracking number and was told the warehouse was waiting on parts to complete one of the fans and they should be shipped the next week and build would upgrade shipping to 2nd Day Air. After that week past and still no tracking number I called back again and was told the order would ship on 08/26/16 which was another lie. They then told me they would ship on 09/02/16 and once more promised the 2nd Day Air. On the 29th I received a tracking number for one fan via [redacted] Ground I immediately called build.com and afer being told they could not change the shipping I told them to call the warehouse and check because it still was at the warehouse waiting for [redacted], I stayed on the phone while supposedly the call was made and I was then told that all three fans were to be shipped by 2nd Day Air and I would get them the next day. Well at the time I'm typing this (night of the 30th, 11:00p.M.) I just finished running the tracking numbers again and it tells me that one fan (according to the weight posted) is moving through PA. and scheduled delivery is 09/06/16. I have never dealt with any business in my entire life that tells lie after lie after lie as I've experienced dealing with build .com, not just one rep, but every single one of the many I've talked to. I hope this letter will help others not to make the same mistake as me and trust build.com to tell the truth and conduct their business ethicly. I will never do any more business with them after this ordeal completes.Desired Settlement: Deliver my three fans ASAP. Also I would like to see build.com and other unethical businesses like them be held accountable for all the problems their out and out lies cause customers who try to schedule work and depend on dealing with honest businesses that keep their word. When the truth isn't in them as with build.com all a person can do is warn everyone else about doing any business with them and hope they might learn how to be more truthful with their customers or go out of bussiness.

Business

Response:

We sincerely apologize for the continued delay of your order due to a manufacturers delay with Air King and for the inconvenience it has caused. While we strive to provide accurate back order information all back order dates for items out of stock and in production are estimated by the manufacturer directly and subject to change. If there is any type of delay in production the items will not ship and the shipment date for the items will change. We apologize that the information given by our representatives was incorrect regarding the shipping method being changed as well as the back order date and for the unsatisfactory experience you have had with us.

Consumer

Response:

I am rejecting this response because: build.com was untruthful with me every step of the way in fullfilling the order they accepted. After I was backordered numerous times a rep named [redacted] told me My order would be shipped via 2nd Day Air when sent, she also said it would be sent within that week, that was dated 9/15/16. The fan she was talking about shipped [redacted] Ground to me a few days ago and is scheduled to be here Tue. 9/6/16. Hardly next day service as I was told for the order. When I called up to cancel the remaining 2 fans [redacted] on 9/30/16 I was told there was nothing on my order indicating the next day shipping but the rep did call Air Kings warehouse and cancel the order for me (at least that's what he told me). Any ways if he did do that for me it was the only thing done by build.com so far that they havn't lied to me about. I do have around a dozen emails from them I could send you verifying a lot of our correspondence I just don't know how to use a computer well enough to send it. Please look at the complaints on your site and on the entire web against build.com. They basicly say the samething as I am and build.com responds back to you the same as they are doing now. There should be consequences for doing business as they do.

Business

Response:

Thank you for your response. We sincerely apologize that our representatives stated items on back order would ship on several occasions. All back order dates are estimated and subject to change through the manufacturer so a ship date should have not been promised without providing a tracking # to let you know the items had shipped. We can assure you that the expedited shipping was requested to the manufacturer and we apologize this request was not fulfilled. At this time we have cancelled the remaining 2 Air King [redacted] from the order and the cancellation confirmation has been sent to the email on the order. The refund will appear back in the account within no more than 3-5 business days. Again, we sincerely apologize for the unsatisfactory experience you have had with us.

Revdex.com

Response:

[redacted]

Dear [redacted]

This message is in regard to a complaint submitted to the Revdex.com about your business on 8/31/2016 by [redacted] . This complaint was assigned ID [redacted].

Revdex.com would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.

Thank you for your cooperation in this matter.

Sincerely,

MESSAGE:

Just received this email from build.com stating I'll be getting my refund for the fans

After ordering a number of items for a bathroom reno, I highly recommend this company. The prices are much lower than I found elsewhere (& free shipping!), communication was excellent, delivery was prompt, and items were received well-packaged, in perfect condition. They even shipped free via freight, our new, gorgeous medicine cabinet. We are thrilled to have finally found an online home renovation supplier that we are fully confident ordering from, and highly recommend them.

Review: I purchased a product through [redacted]. Upon arrival, the product was not as it was advertised. The posting was inaccurate. I am returning it, but will be charged for the shipping. Since the listing was inaccurate, I should not be charged to return the product.Desired Settlement: I would like to be refunded the full cost of the product and not be charged for return shipping.

Business

Response:

We sincerely apologize that the customer feels that the web page for the item purchased was represented incorrectly. The item clearly states it is the interior pack in several places on the listing including the title of the item and not a combo keyed lever and deadbolt. Since the listing is accurately representing the product as an interior pack only the customer is responsible for the return shipping cost since it is considered a general return. Our return policy is listed on our [redacted] storefront and does state that customers are responsible for return shipping. However as a courtesy we did offer the customer a discounted UPS label to use to return the product. If the customer needs any further assistance or has any further questions they can contact our customer service department at [redacted] or [redacted]

Consumer

Response:

I am rejecting this response because: While I am not satisfied with the businesses response (their product's listing is misleading and the [redacted] product number offered does not show up on [redacted]'s website), [redacted] has refunded me the shipping costs. This reflects positively on [redacted], and negatively on Build.com [redacted]

I ordered online from Build.com. I received an email that my email had shipped but it never arrived. When I contacted their Chat support they said that I shouldn't have put in a P.O. Box for my delivery because UPS doesn't deliver to P.O. Boxes. How was I supposed to know how they deliver and why did their website accept a P.O. Box as my shipping address if they don't ship to them. The Chat support person told me that I needed to contact UPS...really. So I've been told by the vendor that I shouldn't have put a P.O. Box and I need to hunt the lost product down. They are not consumer friendly at all. I should have check this Revdex.com site first. I have requested a refund as I will not do their work for them. Hopefully they know how to process a refund in a timely manner.

How hard would it have been for the Chat support person to say "I'm sorry for the mix-up, let me resolve this issue for you" instead of blaming me and putting the resolution burden on me?

Review: I ordered 2 faucets from Faucet Direct, a subsidiary of Build.com. Both were previously used, one being lightly damaged with extensive water marks, the other was more heavily used to the point of being unusable. While they have offered to take back their products (in process), I have never in my experience on the internet received two "full priced new products", that were so apparently returned and resent out. It is inappropriate to sell products as "new" when they are used returns.Desired Settlement: Beyond rebuilding customer confidence, lost through the frustration of removing and having to reinstall old pluming, Build.com needs to explain how their distribution warehouses could operate so inefficiently. That 2 separate orders were both used and then resent out as new means this issue is extensive throughout the distribution chain.

Business

Response:

We sincerely apologize that the customer had an unsatisfactory experience with FaucetDirect.com and that not once but twice they received a used/return item and for the inconvenience it has caused. We work dilligently with our vendors to ensure that if an item is returned that it is in good condition and contains all of its parts. If an item is received returned or used we are more than happy to provide replacements at no cost to the customer. We have offered to send replacements to remedy the used items received in the first shipment.Please let us know if we can be of any further assistance.

Review: I placed an order with Build.com on June 6, 2016. I received a portion of the order within a couple weeks. I called the company to inquire about the status of the rest of my order. I was told by a rude customer service representative that the merchandise was being distributed by a third party vendor, and the status showed that it was preparing to leave the warehouse. I informed the rep. that I would like to cancel the order. I was told that I could cancel the order and "hope" that the cancellation would proceed before the merchandise shipped. I was then told that I could wait for the merchandise then pay out of my own pocket the return shipping. I have yet to receive my merchandise (over a month later). There is a significant lack of concern for proper customer service from this company. I feel like I have been scammed. The information I have been given by the company has been inaccurate and seemingly fabricated.Desired Settlement: I want the merchandise I ordered.

Business

Response:

We sincerely apologize for the way the representative handled the issue when the customer contacted us for the cancellation. The customer can still request a cancellation if needed for these products. We have unfortunately had backorder problems with this particular hinge with [redacted] and our vendor. Our vendor is stating that the new stock is scheduled to come in on 07/20 at this time. Seeing as the product will not be in stock until the 20th there is a very high chance that the cancellation will go through without an issue. Again, we apologize that the representative provided this information in a rude fashion. We work to provide the best customer service possible and are sorry this was not the case when the customer called in. Please let us know if we can assist further with this order. Thank you.

I'm a building professional and have had several issues with product purchases through Build.com. The first was a shower faucet that was listed as metal parts, but were actually plastic. Then most recently I purchased a vessel sink and 3-months later it still hasn't shipped. Although they haven't filled my order, their website continues to advertise the item as shipping tomorrow. So, they're taking new orders on an item, holding your money, then telling you that the item is back-ordered. My ship date has been moved out another 31-days and they're telling me there's no guarantee it will ship by month #4. You can't trust the advertising on their website.

Review: I WAS SENT A DUPLICATE ORDER AND RETURNED THE DUPLICATES BY THE PREPAID LABELS THE COMPANY SENT ME. THEY HAVE RECEIVED THEM BUT HAVE NOT CREDITED MY CREDIT CARDDesired Settlement: REFUND THE DUPLICATE CHARGE OF $373.52

Business

Response:

We apologize for the delay in issuing the credit for the customer. As there were three returns that the customer sent back to the incorrect w/h location, their credit was delayed. Our warehouses had to inspect and redirect the items to the correct location. We have issued the credits as of this morning and the customer should see the amount in their credit card account within the next 48-72 hours. Thank you.

I ordered a toilet from build.com at a great price with free shipping on Friday. They promptly processed my order, gave advice on what to do if I ran into shipment issues, damaged good issues, and install issues. I received support email, support call, thank you email, call from delivery driver and received my shipment on Wednesday! Very fast shipping. I felt if I had any issues I would be taken care of due to the transparency and support through the wonderful shopping experience. I will do all of my fixture, and supply shopping with this company in the future. Best online shopping experience to date! Thank you

Review: I was a loyal customer to Build.com for two bathroom remodels. I liked their products but had to make a return because we ordered something incorrectly. I did the return as directed and was given a return number and preferred shipping instructions. When I reviewed my credit card statements for a credit it was never posted. I called them they said the return was received but the box was damaged so they did not give me the credit. This was over a $300 credit. I called them at least 5 times and was always promised a manager would call me. One never did. This makes me mad because it was shipped [redacted] I am sure [redacted] would have taken care of it since the return was damaged during shipping. But instead of calling me or [redacted], Build.com threw our return away. That sounds to me like very poor customer service. When I tried to get a resolution, I was always told a manager would call but never happened.

I am not sure of all the dates I contacted Build.com but I contacted them recently and again they said a manager would call but one never did.Desired Settlement: I would like a manager to call and credit my credit card for the items I returned.

Business

Response:

We sincerely apologize for the lack of communication the customer has received regarding their return. The items received were missing parts which contributed to the delay to issue a credit on the return. The damage package should have been reported to the customer for a freight claim to be started and we apologize that our vendor did not keep the product for this reason. Because of this a credit is currently being issued. The amount should be available in the customers cc account in a week's time. If the customer needs any further assistance or has any further questions they can contact our customer service department at [redacted]. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I recently built my house and wanted high end door knobs which were not carried at my local shops. I looked online and Handlesets.com owned by Build.com had a great selection.

I made a bunch of different purchases and had several occasions to call customer service who bent over backwards to help each time.

They even emailed me the original handbook for my keyless entry lock which had been lost.

I went to another high end physical store I discovered only to find the same prices but longer lead times and sales people who were not particularly knowledgeable about Emtek or various other manufacturers.

I will definitely be using them again.

Review: In February 2016 I purchased two doorbells from www.build.com. Within the required 60 day time frame I notified www.build.com that I needed to return one of the doorbells because it wouldn't work for the exterior door. The company provided return shipping details and I promptly followed them. Simultaneously via email, I requested reimbursement in the form of a personal check because the [redacted] "travel" card I had used for the purchase had by then expired. On April 26, 2016, customer service notified me that "...they will be processing for the refund in check form. As soon as the item is returned and inspected they will be writing up the check and mailing it to you. It does take some time to get to you through mail. Please let me know if you have any further questions, thank you." Several weeks later I inquired about the check because I had not received it. First I was told that the cost of shipping had been deducted from my reimbursement and there was a "0" balance for my reimbursement. I objected because the 2" high doorbell weighed just a few ounces so the cost of shipping it couldn't possibly have eaten up my entire $24 refund. Then I was told that I would not be getting a check because the reimbursement would have to go into the account from which I made the purchase. I have explained repeatedly, in multiple messages, that the account is inaccessible, i.e., inactive, i.e., dead. The [redacted] card was not a bank card but a "travel" card that is not affiliated with an account. www.build.com seems not to hear or understand that any reimbursement they make or have made would be sitting in a dead account. I have lost my $24 but I want to do what I can to alert others to my experience with www.build.com.Desired Settlement: I would like a full refund, minus the *true* shipping charges, for the doorbell I returned in a timely and appropriate manner. If the company refuses, once again, to *mail* me my due, I want my experience to be made public as a warning to prospective shoppers at www.build.com.

Business

Response:

We apologize for the inconvenience that was caused by the fact that the funds had to be returned to the original card. We unfortunately cannot send out a check if the original bank allows for a refund. The funds have already been refunded to the original card/bank and has been in that account since 07/09. We will be sending the transaction IDs to the customer and they should be able to contact the travel card carrier with that information to get a new card sent to them with the funds that were returned. We thank the customer for their patience and they should see the email with that information shortly.

Consumer

Response:

I am rejecting this response because: I have said repeatedly that the travel card I used for the purchase was not a bank card. It was an [redacted]) issued card such as the hundreds of cards accessible at various stores and business that one can purchase, deposit money onto, and use as cash. I cannot access it now that it has expired. I want to pursue this complaint as a warning to others who may be thinking about making an online purchase with www.build.com.

Business

Response:

We are obligated to refund to the original card used at the time of purchase and cannot legally send a check if the card is still valid. The trans ID (sent in a private email to customer) can be referenced with the [redacted] card company to refund the money to a different card or to issue a check. We are truly sorry that this is an inconvenience to the customer.

Review: On August 10, 2016 I purchased a Kohler K-7265-2BZ Oil Rubbed Bronze (2bz) Brass Toe Tap Bath Drain JE622. The description on the site indicated the item was open box and described it as possibly missing some parts. The picture on the site for the product was the manufacturers stock photo of the item, not of the actual item I purchased.

On August 17th I received the item. All the parts that are visible to the eye, (toe tap ring chipped, over flow cover and toe tap plug scratched. As requested by Build.com, I contacted them first to give them an opportunity to correct the issue. In my request I included pictures of the items requesting replacement or refund. On August 19th I sent a follow-up email and after no response followed up that afternoon with three phone calls to the customer service desk. Each time I was advised that the liquidation department had to handle the inquiry and they would be contacting me soon. After no response from build.com I contacted PayPal and escalated my complaint on August23rd. As of August 29th there has still be no response from the vendor regarding my inquiry, either via email or phone.Desired Settlement: I am in the middle of a home improvement project. I no long have time to wait for build.com to get around to contacting me to replace the damaged parts. I have ordered the merchandise from a different vendor to make the timeline for the plumber to avoid additional costs. I desire a full refund from build.com

Business

Response:

We sincerely apologize for the lack of communication the customer received regarding the products they received from our Ebay Liquidations location. A refund was issued to the customer on 08/25 and should be showing on their statement as of now. If we can assist further with any issues on this order or any others on our main site please let us know. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Twice within the past month I have ordered lighting fixtures online (both were deeply discounted) I received notice a day or two after the first order that the product was no longer available.

Two days ago I ordered another deeply discounted lighting fixture, and was guaranteed by the online representative that it was definitely available ( 6 in stock). Today, I received notice that the fixture was unavailable.

I called to find out more. I spoke to a representative who said that it became unavailable and that the fixture had been removed from the website. I checked the website and, in fact, it was still being advertised ( with 6 in stock). I contacted another representative (online chat) who told me that it was available. Much later in the conversation after continual questioning, he admitted that it was not available ( I have record of that conversation) This is an incredible inconvenience any consumer who takes the time to research and buy a product online.Desired Settlement: This retailer needs to take discontinued or unavailable products off the website. More important, the online (chat or phone) representatives should not be guaranteeing that the product is available without checking to see that that is the case. I believe that the consumer should be offered compensation for the inconvenience of ordering a product and then later being notified that it is not available. I would like to be compensated $77.00 ( the cost of the fixture)

Thank you.

Business

Response:

We apologize that our inventory feed from the manufacturer was not up-to-date when the customer placed their order. The products in question were clearance items and the manufacturer allowed us to post the remaining stock on our site. Unfortunately, their feed was not completely accurate as they have several vendors they also provide the products to and supplies can deplete fairly quickly with clearance items. Our representative did offer information to the customer pertaining to the feed we were receiving from the manufacturer at the time and we again apologize that this was not correct at the time of the chat. Both orders have been refunded in full to the customer as they could not be fulfilled. Please let us know if there are any further questions or concerns on this issue. Thank you.

Consumer

Response:

I am rejecting this response because: I feel that that Build.com is not taking responsibility for the fact that they have not trained their representatives to give the consumer the correct information about availability.

Review: I ordered three deadbolts keyed alike and none of them arrived keyed alike. I paid 240 to a locksmith without him being above to install them and will need to pay another $240 to have him return. the company is refusing to credit me the money lost on their incorrect product or compensate in any other way even though the request is clearly marked on the order and was placed through a cutomer service agent on the phoneDesired Settlement: I want the 480 they cost me credited to my card. I can supply all the necessary receipts for the lock installation

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Build.com has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

The customer service is unacceptable. I felt as though I wasn't the customer at all. They left me on hold for an unreasonable amount of time and still won't resolve my refund/return of $404.00 I will not be placing anymore orders with this company. They have no integrity behind what they do.

Review: When I ordered over the phone I was not told about a 15% restocking fee, or that I would have to pay shipping if I returned the item.

I called them asap when I realized this faucet I ordered would not work. Wrong type fittings on supply lines and too short. This is when I found out about their crummy return policy. None of which was told to me when I ordered. So I'm out 34.50 restocking fee and 21.36 for shipping. This is ridiculous to be out 55.86 just to look at something. I'm on a fixed income and this hurts.Desired Settlement: refund the entire amount plus shipping cost.

Business

Response:

Business' Initial Response

We're extremely sorry that the customer didn't have a perfect online shopping experience with Build.com. Even when products are returned, we strive to make the process as seamless and easy as we possibly can.

When it comes to returning some items, a restocking fee does apply. Unfortunately the customer wasn't aware of this and was taken by surprise. We've issued a full credit for the return of the product, as well as for the restocking fee ($34.50). We hope this resolution is satisfactory.

Once again, we apologize for any confusion or trouble this has caused, and we truly hope to see the customer's business in the future.

Consumer's Final Response

Okay, the check for 21.36 to reinburse return shipping finally arrived today. They said they mailed it on the 9th when in fact it wasn't mailed until the 15th. I no longer have any comlaint with them. However, this also shows that one dept doesn't know what the other is doing, nor do I think they care. I will never do business with them again. But, the complaint can be closed now.

Business' Final Response

After we issued the customer a full credit on his purchase and restocking fee, he requested that we also take care of the cost to ship the product back. A check for $21.36 is in queue and will be mailed from our finance team to the customer on August 9, 2013. That will cover the shipping cost, and it should close this case.

Terrible shipping and customer service. I missed a phone number on the original order. Remitted it as soon as requested. Four days later order has not even shipped, so I called customer service. The rep said he would call the supplier to see why they did not ship the order and that he would call me back to give me the order status. He never called back (when he said he would) concerning order status on my purchase. I Called him back but no answer, just voicemail. YIKES, Guess a $1000.00 order is small potatoes to them. Was offered a discount on my next purchase. Right, How about getting this order right first. I will not do business with them again.

Review: Product that was shipped had missing parts. When Electrician tried to install chandelier he could not due to missing critical parts but ofcourse I had to pay the electrician. Build.com sent me a 2nd chandelier even though I only asked for the missing parts. Now they want the unused parts and refuse to pay for the 2nd electrician's trip charges. The root cause of this issue is build.com not sending me a working product and now they want me to be out $375 and are threating me to charge me for 2 chandeliers even thought I never recieved 2 working chandeliers.Desired Settlement: Build.com should not ask for the unused parts or threaten to charge my credit card unless they want to refund me $375 for the electricians trip and install charges. [redacted] is the person who I spoke with and this is witht the account under [redacted]

Business

Response:

We are so sorry to hear that the customer did not receive all of the parts needed to install their fixture. Unfortunately we do not cover any installation costs as stated on our site. When we set up a return as defective and send the customer a new fixture at no cost we give them 30 days to send back the defective fixture after which if we do not receive we would charge for the replacement that was sent. In this case the customer just needed to send back the parts that were not being used. Again we are so sorry for the inconvenience this has caused, but that is the process of our returns. We are unable to pull up the customers order with the information, this information above is just explaining a summed up view of our policies that you can find listed on our site. Thank you.

Consumer

Response:

I am rejecting this response because:Business says they are unable to locate the account but I specifically indicated the account name in my compliant. I will only resolve this complaint if the charges for the replacement fixture is dropped to compensate for the labor charges due to the fault of the company for shipping an incomplete fixture.

Business

Response:

The customer reported that only the rods were missing on their fixture and the only way the customer will not be charged for the replacement fixture is if we receive back the parts they did not use, meaning the fixture itself minus the rods. We have sent the customer all the necessary labels to return. Thank you.

Consumer

Response:

I am rejecting this response because: There are no spare parts to return. We are at a checkmate. I do not plan to close this complaint as resolved.

Review: LightingDirect.com is advertising a Price Match Guarantee on each and every web page, which it does not honor.

Every page of LightingDirect.com has bold letters that advertise PRICE MATCH GUARANTEE. After purchasing lights and then finding I paid almost double, I was informed by Customer Service that the company does NOT have a Price Match Guarantee. Additionally the company wanted me to pay for UPS/Fedex charges to return the overpriced product.Desired Settlement: Refund of merchandise and shipping.

Business

Response:

Initial Business Response

One of our Senior Customer Service Specialists contacted the customer on Nov. 26, 2013 regarding his Revdex.com complaint. She apologized for the miscommunication and offered the customer a discount on his next order. The customer said he was no longer interested in doing business with us at all, discount or not. Our customer tried to explain to the customer that we'd recently re-implemented the price match, but he said he didn't have the time to talk about the situation at length.

The customer has been refunded in full for the merchandise.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I could get my credit card company to refund the merchandise since it was sold under false pretenses. That is hardly the issue.

It cost me roughly 25% of the price I OVERPAID to this group to pay for return shipping since they would NOT honor their own advertised policy. THE RETURN SHIPPING HAS NOT BEEN REFUNDED.

The offer of a future "discount" to do business once again with a disreputable organization like this is a joke. People should be warned.

Final Business Response

The customer had requested that we refund the return shipping costs. After an unsuccessful attempt to reach the customer to request a shipping receipt for reimbursement on Dec. 9, 2013, we hadn't heard back from him. On Dec. 11, 2013, we requested a reimbursement check from our Finance department for $11 to cover the return shipping. We consider this case closed.