Build.com

Ordered a bunch of cabinet pulls and received only 2 of them. Called them twice and no one could explain what happened to rest of the order - I was put on hold and then told that they were going to call me back, but they never did.

Right now I'm on hold by the manager...

Review: I ordered a fixture on 1/23 through [redacted]. The information provided showed a tracking number and no carrier, simply "freight." On 1/30 I received a [redacted] letter from [redacted], the carrier, saying the phone number was not valid. Neither [redacted] nor Build.com asked for a phone. There was one attempt by the company to email me on 1/26/15. I missed that email. As of this morning, 2/2/15 the website still shows the item shipped and expected delivery today, 2/2. When I contacted the freight carrier on 1/30, they said the company had already recalled the item.Numerous emails have passed, but the company is trying to bill me for shipping and a free shipping item that was never delivered.Desired Settlement: I should not pay for shipping charges for an item not received.

Business

Response:

Customer did not provide us with the correct information to be able to pull up the order. We would like to get this information so we can further assist on this issue and try and resolve it. We have reached out to the customer and have still not heard anything back with the email provided. Thank you.

Review: I ordered two pier mounts to go with some lights that I had. When the mounts arrived, they were just tossed into a box with no packing material, and more importantly, no mounting hardware, which in my experience they usually should. I decided to find out if they were supposed to come with the hardware so I logged onto the Live Chat on the LightingDirect website. I asked the customer service agent if these pier mounts come with mounting hardware, and he asked me to hold for a moment while he went to check. He came back a few minutes later and said that they DO in fact come with the hardware. I then informed him that my order I just received did NOT include the hardware. He then told me to hold on for one more moment while he checked, and after only about 10 seconds he comes back and changes his mind and says that they don't come with the hardware... Clearly this company doesn't care about providing honest information to their customers. They will tell you what they want to when it suits them. I will not be buying from them again, they are liars.In addition to this, when I attempted to review this experience on their website, they moderated my review and did not allow it to go live. I think that this clearly shows how they censor their reviews to only show them in the best light, while stifling negative experiences.Desired Settlement: I think a partial refund, if not a full refund, is in order. They were clearly caught in a lie, and should be held accountable for intentionally misrepresenting their products.

Business

Response:

We apologize that one of our representatives presented incorrect information to the customer. Our goal is to provide the most accurate information to our customers and it is disappointing to see that this was not the case in this customer's experience. In regards to posting reviews on our site, customers have the option to post a review on products or a review of their experience as a whole with our company. If a product review is submitted that mentions specifics about the company, the ordering process, stock availability, ect it may be rejected as the product review is intended for feedback specifically related to the product: features, functionality, finish, etc. The following are some helpful guidelines for submitting a successful product review:What to Share- "What you love about the product, What you dislike about the product, Pictures, Installation tips, tricks, and thoughts, features of the product, Do you like the finish color? Why or why not?" What not to Share- "Site and retailer names: The review is about the product, not our company or the buying process, Shipping and Stock Availability: Product availability and shipping methods do change periodically so we want to focus on the product itself rather than a part of the process that is subject to change , Customer Service Representatives: We love hearing feedback about our Customer Service Reps, but our product reviews are for the products, Pricing: Just like availability and shipping methods, pricing can change from time to time."If any of these Guidelines were not followed then, unfortunately, the rating system may have rejected the review. The product review process is handled by a third party and they follow these guidelines strictly. There are ways to review the ordering and customer service experience but the product page is for product information only.

Consumer

Response:

I am rejecting this response because: It still does not fully address my original complaint. A representative from the company contacted me independently of the Revdex.com system and offered to discuss it privately. I have attempted to contact her as requested, but have failed to get a follow-up response. I think they are simply putting on a show of "good faith" and have no intention of actually trying to solve the issue.

Business

Response:

The representative corresponding with the customer, to reach a resolution, had scheduled days off on Thursday and Friday as was noted in the original email to the customer. We are continuing communications with the customer but are currently awaiting a response from the customer to be able to move forward in reaching a resolution.

Consumer

Response:

I am rejecting this response because:The company representative should really be sending their correspondence through this messaging system instead of emailing me directly. Yes, I have received an email response from the company representative, but they have provided no means of a resolution to the matter at hand. Instead, they simply continue to reiterate the facts about what happened. I am still waiting for some sort of definitive resolution.

Business

Response:

The customer does not wish to speak with us directly to come to a resolution on the refund amount. Because of this we must offer the amount here. We are willing to refund the amount of $20.80 for the incorrect information the customer was provided. We apologize for any inconvenience the incorrect information may have caused. We will wait for the customers reply. 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: I placed an order on the www.build.com website on June 3, 2015, order # [redacted] for several types of tile. The following day I received an email from someone representing themselves as [redacted] who told me the order had been cancelled because there was a computer problem with their website and the price I paid was too low. I responded to demand the company honor the contract I entered into with them, paid lawful consideration in full at the time of order, and any negligence related to their website or customer service issues ought to be handled internally versus charged against the customer. Mr. [redacted] responded and said the order was canceled and there was nothing he could do. The company appears to be in violation of Butte County law for fraud. Additionally they would appear to be open to the possibility of a civil action brought by me against them for failure to fulfill their contractual obligations.Desired Settlement: Fill the order as entered on June 3, 2015.

Business

Response:

We are very sorry that the customers order was cancelled and apologize for any inconvenience this has caused them. Our pricing is all entered in manually and there was an error on our site with the price of the product the customer purchased. We are a retailer for Daltile and we are not able to place the order with them at the price originally because it was way below cost. The customer was credited back the full amount of the order when cancelled. If the customer would still like the product we can offer it to them with a discount but unfortunately we can not give it to them as originally ordered. Again we are so sorry for this error. Thank you.

Consumer

Response:

I am rejecting this response because: The business is not accepting responsibility for their negligence. This is the grown up business world. When you do something wrong you take out your check book and make it right. An apology is meaningless and doesn't honor their commitment.

Review: I placed order #[redacted] through [redacted] and paid via [redacted]. At no point during the ordering process did it state that the shipping/delivery would be "signature required". It also does not list this on my receipt. On 8/26, I received a voicemail from the local delivery service asking me to return the call to schedule the delivery of the toilet I ordered. I called on 8/27 and the phone rang and rang - no one answered and no answering machine. They called me back on 8/28 and stated that the toilet would be delivered on 8/29 "anytime between 8am - 4pm" and they would call me when the delivery was close so I could be home. I was annoyed about the huge timeframe, but thankfully happened to be working from home on 8/30. On 8/30 at 2:30pm, I received a call from the local dispatcher saying that the toilet would be arriving within 1 hour. It is now 4:30pm and the delivery still has not arrived. I called the local dispatcher back who said she messaged the driver but hadn't heard back. She could offer no clarification. So I called faucetdirect's customer service line and was told that they don't know how the delivery service is a reflection of build.com or faucet direct.com. ?!?!?! I let them know that using a terrible delivery service is most certainly a reflection of their company and telling me that they don't know why it is, is even worse. Finally after arguing with the customer service guy, he called the local dispatcher as well and they claimed that the delivery would be here within 10 minutes. 10 minutes has passed, still no delivery. Who knows when the toilet will be here, but my contractor will be here tomorrow to install it. Build.com/[redacted] are a nightmare, the delivery is a nightmare, and I don't know if I will have what I need for the work on the house being done tomorrow.Desired Settlement: I should have been offered and still should be offered some form of a refund for this situation. Especially after getting an attitude from the customer service representative. I am LOSING money because the toilet is not here on the day that I paid my contractor to be here.

Business

Response:

We sincerely apologize for the way our representative handled this issue. We understand that the shipping companies we partner with do affect our customers and that this can also reflect on our order process. We unfortunately do not have direct control over the delivery process of our shippers. We can contact ABF to try to get resolution. Their routes can cause delays in delivery. We apologize for ABF’s unprofessional handling of the delivery and for our representative that made the issue more difficult for the customer. We are willing to work with the customer for resolution and credit for the inconvenience.

Consumer

Response:

I am rejecting this response because:

I have not heard a thing from this company. To say they are "working with me" to resolve this is a flat out lie.

Review: My name is Gerald Davis and I ordered a washer and dryer on 9/5/2015 on line with Build.com. And Jackson Beacham took processed my order. A week went by and Build.com sent me an e-mail to complete a survey on how well they handled my order. I e-mailed them back and let them know I did not receive the washer and dryer. they e-mailed me back and began to try to track the order down. they told me it was lost in a ware house in Grand Forks ND. I called them since than several times and each time they told me some one would call me back in a couple minutes with information and no one ever called back. I called build.com today and told them if no one called me back today to work some thing out I was going to contact Revdex.com. and file a complaint and this is my complaint. I would like them to mail me out a new order or reimburse my account. Thank you Gerald Davis. 10/9/2015.Desired Settlement: They can replace the order and send out a new order to me and they can continue to track this old order or they can reimburse my account.

Business

Response:

We sincerely apologize for the difficulties the customer has experienced while waiting for their appliances to be delivered. The Non-Stop warehouse searched for the missing products and were unable to locate them. We will be sending out a no cost replacement for the products to the customer. Again, we apologize for the wait on this issue's resolution.

Consumer

Response:

Consumer states he accepts the business response and will be waiting for the items to be delivered.

Utterly disgusted at how receptive they were to my needs and their lack of communication skills!

Review: Purchased about $7000 worth of supplies from Build.com One of the shower doors was unable to be used. We called build.com and asked to have the door returned. Build rep said they would look into how to handle and call back. One week later a truck showed up at our residence asking for the shower unit, my wife talked to the driver and [redacted] took the shower door. I thought everything was good until I got a bill for the return delivery from R&L Carriers for $570.00. I was never told that there would be a charge and did not order the pickup from [redacted]? I only called Build to ask about delivering the return with my own vehicle since the item was shipped from Trenton NJ which is 40 minutes from my house. Build should never have scheduled this pick up without disclosing the cost and approving it with me.Desired Settlement: Credit the shipping bill that was never authorized.

Business

Response:

We are sorry that the customer received a bill from the freight company, that is the freight companies error, they are not supposed to bill our customers. All the customer had to do was call us and we would contact the freight company and take care of the costs. We will contact our logistics team to take care of this. Thank you.

Review: Website shows a price of $319.00, at the checkout the product price changed to 619.00. When contact with vendor say not able to give me the price.

I contacted the vendor after trying to purchase a product thru the website (Faber CRIS30 500 CFM 30 Inch Stainless Steel Under Cabinet Range Hood from the Cristal Series Stainless Steel). The price was $319.00, however after providing my credit card information and before the the last step of the purchase, the price changed to $619.00. I contacted the CS and sent a print screen showing the $319.00 and he told me thay can not offer that price. I asked what price was the correct one and they did not answer back. Desired Settlement: That they provide me with the product at the price offer in the website.

Business

Response:

Business' Initial Response

We're extremely sorry about the customer's experience shopping with Build.com. The customer found a product listed at a price that was quite a bit less than it should have been listed at. Admittedly, it was a mistake on our part, and we should have honored the price that was listed.

As a result, we have honored the price that was advertised on our site, as we placed an order for the customer on July 26, 2013.

We hope that we can help the customer with any additional home improvement projects in the future.

Review: We bought a [redacted] faucet in January 2014. It came with 2 hot water handles but no cold water handle. We have called, emailed, etc. repeatedly to get a replacement handle or faucet. Since July 30th the customer service rep has told us on 4 occasions it was being shipped overnight. This morning it has still not been shipped. We need a new unit or a cold water handle. We will send back what the sent when we get the right product. This was faucet was purchased for $400+ dollars and should have both a hot and cold water handle. They keep making promises on the phone but do not do anything they say they did/are doing.Desired Settlement: We want what we order sometime this year or a refund and we will return the defective product the sent us. Could they just please replace it or tell the truth that they will not replace it and refund the money?

Business

Response:

We sincerely apologize that the original faucet arrived with 2 hot handles instead of 1 hot and 1 cold handle and that the first set of replacement handles arrived missing the connection pieces. To resolve the issue we sent out a whole new faucet. The replacement faucet was delivered on August 12th.We have not heard back from the customer about any further issues

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: Ref: Order number [redacted] purchased a faucet and installation service from Build.com's subsidiary, Faucet Direct.com on June 14. Installation was re-scheduled by their subcontractor 3 times, and when he arrived, he was unable to perform the installation as he was a licensed electrician , not a plumber.I called Faucet Direct twice after this. The first time I was told the contractor would call me that day, probably within an hour. I was never called.On July 5th, I called for the second time and was told by the telephone representative that I could have a refund of installation charges. I declined.He told me didn't know when , and couldn't speculate as to when or even IF his company would have the installer contact me. I was instructed to deal only with the subcontactor.This is obviously completely unacceptable. The purchase of installation was part of the "basis of the bargain" for purchasing the sink, and Faucet Direct, it's parent Build.com, or it's parent Wolsely PLC needs to have the faucet installed or pay me the fee to have a plumber install the faucet.I'm allowing 10 days from the date of this complaint for installation as the kitchen faucet is a vital component of my home and it has been inoperative for nearly 4 weeks.It will not be sufficient to provide a refund. Faucet Direct has contracted with me to provide a service and in the event they do not provide that service I will have it performed and proceed against them for the balance of installation costs.Desired Settlement: Have a licensed plumber install the faucet within 10 days as contracted.

Business

Response:

We are very sorry that this customer's installation service for the faucet he purchased has not yet been completed. We work with a third party installation services provider and they have attempted the job once already, but the technician was admittedly not prepared.

Since then the installation provider has attempted to contact the customer by phone but they have not been able to schedule another appointment. Today we reached out to the customer by email to try and get this rectified and left a voicemail on the phone number provided as well. We also coordinated with the installation provider to make sure they are ready to complete the job as necessary. Our contact at the installation provider is calling the customer today to try and get his appointment scheduled right away.

We have every intention of providing the services requested and we will be happy to discuss any other concerns the customer may have at this point. Thank you very much for your consideration.

Consumer

Response:

Both Faucets Direct and the installer contacted me yesterday.

The installer claimed to have called on both the 5th and 16th. I received the Jul5th call and returned it leaving a message. No message was left on the 16th.

We have scheduled next Wednesday for installation.

Perhaps it's too early to say it's resolved

Review: I received the product but it was the wrong size.

When I complained about receiving the wrong size the order taker said she would fix it but did not.

On 07-23-2013 I received my lock order #XXXXXXXX.

I tried contacting [redacted] by phone and email and was told that she was not working there any more. I then was directed to [redacted] who apologized and would correct the order. I waited a month for a confirmation until I decided to call back for an update on the order. I was directed to [redacted] who checked the order and I was told the order had not been put through by [redacted]. He apologized and put the correct order through. I have received no confirmation or update for the corrected order. When called or emailed for an update from [redacted] I receive no response. Desired Settlement: I wish to receive my correct order as soon as possible and be done with my business with build or handlesets.com and not be left hanging.

Business

Response:

Consumer's Final Response

Consumer states that he received the correct size back fit for his locks. Complaint resolved.

Review: Ordered a sliding glass shower door on Nov 5. I received an email on Nov 6 (a Friday) stating that it had shipped via [redacted] and I was provided a tracking number. I had been told it would take 2-3 days to deliver so I schedule contractor out for the 4th day. I didn't expect to be able to track it over the weekend, however on Monday, Nov. 9, I tried and the tracking number was not recognized. I got back in touch with Build.com to verify the shipment and at this point I was told that they "thought" it was waiting to be picked up from the warehouse but could not confirm and told me to wait until the next day. Again on Nov 10, [redacted] still doesn't recognize the tracking number. Contacted Build.com again and was told they were waiting to hear back from the warehouse to find out if it had been picked up. I requested a refund of $75.00, the fee for rescheduling my contractor and all they would offer was $50.00. Contractor was scheduled based on the email from Build stating my order had shipped, [redacted] doesn't have it and nobody can confirm where my merchandise is. They "think" this and they "think" that and I have now been asked to once again wait until tomorrow. Meanwhile we are without the ability to bathe. Quite an inconvenience. I answered that this complaint didn't involve a health issue but not being able to completely bathe for days, is borderline in my opinion.Desired Settlement: I want to know where exactly my merchandise is and when I can expect it delivered. No more "maybe" this and "think" that. At a minimum, I want the full $75.00 reschedule fee refunded but I also feel like I should be compensated for the inconvenience. If they can't locate my merchandise tomorrow, they are going to ship a replacement which means another 2-3 days (or longer) being without the ability to shower.

Business

Response:

We apologize that the order was delayed at our vendor's warehouse. [redacted] did not pick up the product that had a tracking number attached until yesterday, 11/10/2015. We do not advise customers schedule contractors/plumbers/installers before products are received because variations can take place in the ordering process and delays can unfortunately occur. The customer spoke with our representative via our chat agent and was told that once the item shipped, because of how close the warehouse was to their location, that it would only take a couple of days to receive. The order is currently in transit and is scheduled to get to the customer within the next 2-3 days as stated by the representative. We apologize for any confusion the statement may have caused. We advertise on our site that Freight orders can take up to 7-10 business days for delivery after the purchase is processed. Unfortunately, we do also advertise on our site that we do not cover installation costs. The representative that spoke with the customer refunded the $50 as a one time courtesy for the inconvenience.

Consumer

Response:

I am rejecting this response because: I should never have received an e-mail saying my item had shipped if in fact it had not left the warehouse. My issue is not with when [redacted] picked up the item, my issue is with Build falsely notifying me that my item had shipped. Shipped means it has left the warehouse and is en-rout to the final destination. I also have an issue with Build's inability to confirm the actual status of my item. I had no definite information as to the location of my item until end of day- 5 days AFTER being told it had shipped. Had I not been told it had shipped, I would not have scheduled anything.

Business

Response:

We apologize that the tracking number was sent out before the pickup by [redacted]. Our system sends out this information as soon as we receive it from our warehouse, even if it is only a holding number with the shipping company. A tracking number had been established, but the package had not been picked up at that time. It has since been delivered according to the tracking number provided by [redacted]. The product was delivered on 11/12. The amount originally refunded to the customer was for the inconvenience that was caused by receiving the tracking information before the package was sent and for the unexpected delay this caused. The product was delivered within 5 business days of the order being placed, which is within the time frame given for freight orders. This being 7-10 business days according to our website. Thank you.

Consumer

Response:

I am rejecting this response because: the "inconvenience" I was caused amounted to $75.00 not $50.00. I received the order within 2 days of it ACTUALLY shipping which is what I had originally been told. The issue here is that your system did in fact notify me that it had SHIPPED when it actually was only ready pending pick up. Had I not received an email saying it SHIPPED I would not have scheduled contractor on the other hand, had it ACTUALLY shipped when I was notified that it had, I would not have had to reschedule my contractor because it would have arrived in plenty of time. The issue isn't when it delivered, the issue is being lied to and told it had shipped coupled with Build's inability to confirm with certainty the status shipped or waiting for pick up.

Review: I ordered a wall hung toilet boil on their website which stated that the item was in stock and would ship out july 2 2015. I was charged $379.71 and the money was taken right away. I was sent a email on July 7 2015 stating Half of the toilet bowl would not ship until July 28. I called the company as soon as I got the email and told them to cancel the order. I was told that the other half of the toilet bowl was shipped out. I asked them to call the freight company and send it back to them. Faucet Direct who shipped it out said that they could not call the freight company. They said that I had to refuse the shipment. They did not give me the freight companies number or do anything to help me with it. I asked them why they took the money for the part of the order that was not shipped and on back order and they told me that was their policy. I asked them to at least refund the amount for the piece that was on back order and they said that they could not do that until everything else was returned. I spoke to the freight company today and they said it would take about a week to get the partial order back to the company once Faucet Direct tells them they can send it back. Then Faucet Direct can take up to 72 hours to issue me a credit.Desired Settlement: I would like to get my money refunded right away and not have to wait for them to get the product returned. I was able to stop the delivery from even coming to me, so they know I didn't get anything. Why must I wait wait for my money back and why was I charged for something they didn't even have in stock.

Business

Response:

We are so sorry for the customers item being backordered, we are a retailer for the different manufacturers and take the money out of their account right away so we can place the order with the vendor. Unfortunately once the item is shipped we have to wait on the freight company to confirm that its being returned to sender before we can issue a credit. We apologize for the inconvenience this has caused the customer and are currently working on getting them their credit back asap. Thank you.

Review: Item listed as in stock, purchased, confirmed in stock via phone and email, now saying backordered

I purchased a Honeywell Prestige Thermostat Kit (Model Number YTHX9421R5101BB/U from the site on January 5, 2014 (Order #[redacted]), for the after tax amount of $294.95, online at www.build.ca, a network store of www.build.com (which both are under the Wolseley group of companies).

When I purchased the item online, the Stock availability stated they were IN STOCK. With a delivery date option of 3-5 business days.

Now granted, I did order on a Sunday, but seeing my status on Monday January 6, as still being "processing", I emailed the company both via their online "contact us form" and via an email to cs.build.ca, to inquire when this will be shipped out.

Receiving no response via both methods as of Tuesday morning January 7th, 2014, I decided to call the company at 1-888-649-0882 and spoke to [redacted] at 9:45am. (I didn't receive an employee number, but he did provide me with his extension of 9464).

During this conversation, [redacted] looked at my order, and stated "there is confirmed stock" at the warehouse and it should be shipped out by the end of the day.

Being satisfied with that answer, I thanked [redacted] for his time, at which point [redacted] provided me his extension number to have a personal contact. At this point I thought their service was great.

At 2:53pm the same day, I receive an email from "[redacted]" from build.ca (have the email if you wish to see it). This email must have been in response to my initial "contact us" attempts. At any rate, [redacted]s email stated exactly the following:

"Hi Nick,

I show the order was due to ship out on 1/6/2014. I'll speak to our warehouse and get an update for you within 24 hours. Please let me know if you have any further questions"

So, this email started to worry me as I now have to representatives telling me two different things.

Today, on January 8, 2014 at 11:20am, I noticed the order still showed as "processing". I called [redacted] again to inquire as what he had told me (will ship by the end of the day Jan 7) obviously didn't happen.

At this point [redacted] confirmed stock again and stated he didn't know why it didn't ship out and said he would get a manager to contact me via email by the end of the day. I thanked him once again and hung up.

At 12:35pm, I recive an email stating "Order # [redacted] Update". Here I'm thinking great it shipped, only to open the email and see:

"Please be advised the following item(s) on order, [redacted] have an updated backorder date.....

....Estimated Ship Date: 01-31-2014"

ARE THEY KIDDING? Its one thing to say your online stock availability is wrong and stick to a comedy of errors on a website (Many reviews elsewhere always show replies having build.com clinging to their terms blah blah), but to have two employees via 2 methods of communication CONFIRM THAT THERE IS STOCK is more than a customer should have to do. I covered all my basis, build.com/.ca charged my paypal account and now are telling me I have to wait over a month?

Completely unacceptable.Desired Settlement: I do believe that Build.com/.ca should honour the deligence I took to inquire about my order, and the replies of two of their employees as well as their online stock availability and ship my order no matter how it takes them to get it to me.

This would include having another company ship it to me as I'm sure, with Wolseley's vast network and Build.com's reach, could be found elsewhere.

My fear is, I will wait for a month, then nothing will happen and they are going to give me some shpeel that they can't get it, or the price was wrong or what have you, and at that time will cancel my order with no adverse affects to their company.

I don't believe they should have the option to cancel my order, nor should they be allowed to conduct business in this fashion.

Business

Response:

After looking through the Build.ca order ([redacted]), I see that Mr. [redacted] placed the order on January 5, 2014. The purchased product, Honeywell Prestige Thermostat Kit, was delivered to Ontario on January 24, 2014.

Review: On November 22, 2015, I placed an order for $1,254.12 of goods from Build.com. Among the items in the order were 4 Fanimation brand ceiling fans, priced at $54.00 each (total of $212.00 for the 4). On December 1, 2015, I received an email from Build.com stating that the item has “been discontinued by the manufacturer and all stock has been depleted from our warehouses.” The email stated “a customer service representative will be contacting you shortly to discuss your order with you.” As no one ever reached out to me about this issue, as promised, I emailed Build.com on December 13, 2015. I advised them that there was sufficient stock, as indicated by their online inventory, when I placed my order and it appeared that they have maintained stock even as of the date of that email. Their price for the fans was increased from $54.00 per fan to $129.95 per fan. It appears that the only reason the order was cancelled was because they did not wish to honor their advertised pricing. [redacted], from Build.com, replied to my message and tried to again indicate that the fan was discontinued. I advised that this was incorrect, as confirmed with Fanimation and as indicated on their website. The most recent message received from Ms. [redacted] suggests that I place an order for the fans at the current pricing without offering to honor the pricing at the time the order was placed. This implicitly acknowledges that the fans were not discontinued while refusing to honor the advertised pricing. If Build.com had any right to cancel orders due to a pricing mistake, they have effectively forfeit any such right by no less than twice claiming that the cancellation was due to the fan being discontinued by the manufacturer and their warehouse stock being fully depleted. Aside from being illegal, it is also a poor business decision, as I was contacted by [redacted] regarding approximately $15,000 worth of additional items I had intended to order from Build.com prior to their refusal to honor advertised pricing coupled with their disingenuous replies. As the owner of a Revdex.com Accredited (rated A+) business, myself, I do not lightly lodge a complaint that could threaten their accreditation but Build.com’s repeated actions in response to this issue amount to being patently unfair and deceptive. Consumers have a right to be protected from such unfair trade practices.Desired Settlement: Build.com should honor their advertised pricing and fulfill the order as placed.

Business

Response:

We sincerely apologize for the unsatisfactory experience you received with Build.com and for the inconvenience it has caused. The BP230SN ordered for $54.00 on November 22 is indeed discontinued with the manufacturer. The item # [redacted] is a different product and is sold at a different price. The [redacted] has cherry blades and the [redacted] has walnut blades in the nickel finish. The SKU's are very similar but the items are different and sold at different prices. For this reason, Build.com will not honor the $54.00 price for the [redacted].

Consumer

Response:

I am rejecting this response because: As confirmed with the manufacturer, Build.com's continued statements that theses are distinct products is absolutely false. They are "identical" according to the manufacturer. Build.com has been so informed as evidenced by the email chain appended with this complaint. Unless Build.com had a basis to assert that the manufacturer is wrong, their position is wholly unfounded.

Business

Response:

Thank you for your reply. We unfortunately can not honor the lower price of $54.00 as that is below our cost for the item in question. We are happy to offer the fans for $61.88 a piece which is our cost for the item. If this is sufficient we are happy to help. We apologize for the inconvenience.

Consumer

Response:

I will accept the business' offered resolution of selling the fans at cost (approximately $61). For the merchant's information, I again contacted the manufacturer and was advised as follows: "Mechanically, the fans are exactly the same. We did not change anything with the motors, blades, or light kits." When pressed if there is any difference, whatsoever, from the other model number, I was told there may be a slight cosmetic difference in the down rod but, upon checking with another employee, I was told they are absolutely identical. I ask that the business advise if they are able to use the payment information previously provided along with the shipping address previously provided. Thank you.

As you know, right before Labor Day holiday, vendors usually offer deep discounts. We noticed a lot of sales for a chandelier we liked. However, we noticed a sale posted at "Better home and Garden" web site that caught our eyes. The sale took us to the LightiningDirect website. I knew the website is legitimate as I have been on their site, looking for the Chandleirs The price of the chandelier we wanted (Schonbeck 9814) was advertised around 2395.00 (at 50% off the the Suggested price for this model). I knew this model is getting discontinued and vendors are offering a very good discount to clear their inventory. So we first chat and then contacted Alston Miller at Lightingdirect.com. At 1st they told us, sorry the price they have advertised is incorrect and we need to pay the full price of at $4190. After a lot of going back and forth , we agreed on $3000. This was almost $600 more than advertised price. we also went a head and order another small but matching chandelier for our dining room as well (Schonbeck 9811). So on 9/5 we purchase two Chandeliers at The total of $4350 for two chandeliers. We requested and Alston confirmed twice for both availability and price of each of the two Chandelier models we purchased/wanted. Alston also assured us that we should be receiving our Chandeliers by end of the month.

On 9/14 I received two emails from Alston stating (on the first email) that the model numbers for our Chandeliers have changed. I called him and he called back and we had a short conversation, where he said the price of both unit has also changed. The new price was more than a $1000 more for the new units, which for all practical purposes are identical to the ones we have ordered, just different model numbers. I was in a meeting when he called and so I told him, I will call him back after my meeting. Shortly after, I receive another email stating that our order has been cancelled. On 9/14 my wife and I made multiple attempts to reach Alston, but every time we got a voice mail and our calls were not returned.

Next day (9/15) we received a new email with attached cart with a new price ($5330) for our two chandeliers with the new numbers, which was almost $1000 more than the previous charge of $4350. My wife and I made multiple calls and sent emails to Alston and LightiningDirect.com. Every Time we were connected, we spoke to different folks. All refused to allow us to talk to a manger, or someone in charge. They were all insisting that they are mangers and absolutely refusing to let us talk to anyone else with authority. We reminded them that this is the second time that they have changed the prices on us. I told them (as I also mentioned it in my emails to them) that what they are doing is miss advertising and misrepresentation and deceiving. It is wrong, it is unfair, it is unethical and I am sure it is against the law. They sold us something that they did not have, while assuring us and confirming both the availability and the price of the goods. They now need to deal with it and deliver on their promise. They can not just cancel the order and walk a way. They need to deliver. Replacement products are no different from what we have ordered. So they have a remedy and they have to deliver on that. They screwed up and they should own it. We did not do anything wrong and we are harmed by all of these.

At the time of writing this, all the people we have talk to refused to take any positive action. They have created us a new shopping cart which is $1000 more than what we have already paid on 9/5. They have cancelled our order on their own. They refuse reactivate the order. They are basically telling us we either have to take the new order or nothing. We can not talk to any person in charge or anyone with authority that can do anything.

This company practices:

> false advertisement, to bring people to their site/store.

> Deceive, by assuring customers that they having products that they clearly do not have.

> Bad customer service, by not responding to the customers demand to talk to someone in charge.

I strongly recommend actions to be taken against this business. We could have purchased this chandeliers else where.

I do have ONE decent thing to say about this company - fast shipping.

However - I ordered a $600 dishwasher & when I got it, it was damaged. I didn't open it right away since we were finishing up renovations in my kitchen and I wanted to keep it protected. A few days later I open the dishwasher to prepare it for installation & it's DAMAGED! It was clearly dropped. Scratched, dented & plastic pieces broken off of it. I contact Build.com about this & they tell me they can't help me because they only offer a 3 day time frame to report damaged goods.

Buyer Beware, this company is a joke! They may have a 4 star rating with google, but check other sites & here at Revdex.com. You have been warned.

Review: I purchased a gas cooktop from Build.com on 5/8/15. It did not ship timely. I experienced poor customer service issues in making attempts to determine the location of the item. The cooktop arrived on May 19th. It arrived with defects that were noted by the delivery service and in keeping with Build.coms instructions. I requested to return the item and was told I would receive a Bill of Lading and that the item would be picked up at no charge to me because it was defective. I was also told that my refund would be issued after the item was picked up. Build.com told me I would have the BOL within 48 hours. I received a return slip yesterday, June 1st instructing me to return the item, a large appliance, at my expense. Prior to, on last Thursday, May 28th, NDS their shipping company called me to schedule a pick up for 9:00 am on Friday 5/29. I was home all day and they did not show up.As it relates to the refund, my total purchase price was $1202.03. Due to the issues I encountered, they issued a courtesy credit of $50 to my account in apology for the ongoing issues. Later, when the purchase protection got involved, Build.com agreed to initiate the refund on 5/21. On May 27th they sent me an email that I had been misled and my refund had not been processed because they still had not sent the BOL. The next day, they initiated a partial refund, $1156. Which, even combined with the $50 credit for courtesy- a separate matter- was $1 short of my full purchase price. To that end, this had been ongoing nearly 4 weeks. The appliance is still at my residence taking up space and it is not affordable, nor ethical, considering the defects, for me to ship the item back at my expense. I also still have only received a partial refund.Desired Settlement: I would like Build.com to arrange pick-up of the damaged item and to apply credit of my full purchase amount to my original form of payment.

Business

Response:

We apologize for the delays in having the product picked up from the customer and for the inconvenience it has caused. Currently, we are working with Non-Stop Delivery to get the product picked up from the customer. The request for pick up may take an additional two to three days due to errors with the trucking company. Again, we are sorry for the delays in resolving this matter. We are actively corresponding with the customer via email to get this resolved and are providing updates as they become available. Additionally, the remaining credit has been issued back to the customer.

Review: I ordered a bathtub faucet from faucetdirect.com. The web page states under the technical specs for this product number that it includes a faucet, hand shower, handles, valve, and floor mounts. The item was delivered and only included the floor mounts, there was no faucet, valve, handles, or hand shower.Desired Settlement: I would like the company to send me the faucet, handles, valve, and hand shower shown on the webpage for the product I bought.

Business

Response:

The customer ordered a floormount kit for a faucet in that same collection the specification is showing what faucet it is for. We are so sorry for the confusion on the site that shows otherwise. We have contacted the customer to see if he would like to return the product he has and we will cover the return, or if he would like to order the faucet at a discounted price. Thank you.

Consumer

Response:

I am rejecting this response because:I think they should honor the sales description listed on their web page and linked on the receipt I have from them.