Build.com

Review: The company failed to assist me with a faulty purchase from faucet.com. They said they were no longer responsible becuase of a change or ownership.

I purchased a faucet from faucet.com in April of 20pl1. This was a Kohler kitchen faucet. The faucet was faulty and when I contacted Kohler they agreed to replace the faulty faucet through the company I originally purchased the faucet. They sent me an authorization letter to submit to faucet.com for that replacement. When I contacted the company, on the phone number that was on my original receipt order, they informed me that they would not be able to honor this request. The representative told me that the company had changed owership and they no longer wanted to assist former faucet.com customers. I was shocked and stunned that a business, that is still online with the original name of faucet.com was not going to assist former purchase customers. They have printed on my original purchase order "SATISFACTION GUARANTEED". I don't think so.

I will not be doing any further business with this company, and I would like to warn others that this company may be unsatifactory to work with. The original order number was XXXXXXX, April 14, 2011. It was a Kohler kitchen faucet K-XXXXX-VS. $209.50.Desired Settlement: I am not willing to deal with this company anymore. It was very disturbing trying to convince the customer service people to help me. Just refund my money and I will shop elsewhere.

Business

Response:

Business' Initial Response

We're extremely sorry that the customer had such a negative experience shopping with one of our Network Stores.

The customer's desired solution was for her to receive a full refund. An issue we've run into with trying to help the customer is that she purchased from a store that wasn't one of our Network Stores at the time of purchase. So we don't have access to her order.

However, one of our sales reps has called the customer multiple times and left multiple voicemails with both his phone number and email address, offering to come up with a way to get the customer her desired resolution. At the time of writing this, the customer has yet to respond to our sales rep, and that's all we can do at this point.

Consumer's Final Response

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

As suggested, I found a home improvement item that I need. Now they tell me that company does not ship to my zip code. This makes no sense to me since I thought I was dealing with Build.com. I feel this may be just a way they are trying to satisfy me and have this complaint go away.

Business' Final Response

After the customer posted a rebuttal to our response, our sales representative was finally able to connect with the customer. The sales rep listened to what she had to say, and as the customer had already purchased a replacement fixture, we could only offer her goodwill and an invitation to purchase from us in the future if she had any additional home improvement needs.

Both parties left understanding each other a bit more, and we hope we have shown the customer that this is truly an isolated incident, and that isn't the typical way we conduct business.

Review: I made a order (through [redacted]) a part of build.com, of 46 ceiling fans and 10 wall sconces, 46 flush mount adapters, and 18 sets of fan blades, for my work. I placed the order on July 30, 2014... its now October 20, 2014 and I have not received anything!I have called twice now to inquire about my order and they keep saying they are waiting for flush mount adapters for the fans and that it is the manufactures fault they are delayed due to back order. I was told a few weeks ago when I called that on October 8, 2014 they would be in and shipped... magically I get an email from them saying they are now in and being shipped. Now, October 20, 2014 my order is still 'processing'. Another call to customer service today and I am told the parts are still being shipped from the manufacture. I call [redacted] on this one. I am going to cancel my order soon. I was able to purchase these through a grant. As per the grant they must be installed by the end of the year. They are not even making an attempt to compensate me in any small way for this. Just pass the buck and blame someone else.If these are not here and installed by the end of the year the grant provider will take their money back, and we will most likely not be eligible for another grant from them again.If this is not fixed ASAP I will never order from this company again, and will pass this on to other property managers I know.Desired Settlement: I need these fans/lights ASAP. I cannot wait until the middle of November for them to arrive from the manufacture as I was told today. I want my products now, or a substitute at no additional charge. These products are for social housing, for men and women in recovery from addictions or whom have mental health disorders. Residents keep inquiring about them and it makes ME look bad, and they are feeling let down and disappointing.

Business

Response:

We are a retailer for the different manufacturers and we can not determine how quickly the manufacturers get their items in stock. We have worked with the customer with this and we have applied a 10% credit back in the amount of $606.48 to the customers card for the inconvenience. We are sorry for this unfortunate delay, and are working very hard with the manufacturer to get it out as soon as possible. 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.

Build.com advertised the LBL Bulle light fixture with an LED bulb. After having the fixture professionally installed we learned that the bulb was not LED. Build.com was not willing to reimburse the cost of installation or removal. Nor have they change the faulty product description over one week after I alerted them of the false advertisement.

Review: I returned two orders to build.com the middle of June. I was given credit for one order, but not the second one even though they were sent in the same box. I emailed them asking for help, never received a response. I called on July 10, and spoke to Jillian. She said she would have a credit issued. To date, no credit has been issued. Order number [redacted] for $16.11 has not been refunded to me even though they received this item around June 25.Desired Settlement: Want my $16.11 refunded. They refunded part of the order that was in the same box, but not all of it.

Business

Response:

We sincerely apologize for the delay in issuing the remaining refund to the customer. We have issued the refund today and it should appear in the customers account within 3-5 business days. Please let us know if we can be of any further assistance.

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, Pending receipt of my refund.

Consumer

Response:

[redacted], You have helped me with my complaint against Build.com. I received your email about build.com willing to give me credit for my return order and accepted that agreement. Now, I received an email from Build.com saying they will not issue my credit because they don’t have the tracking number of the returned item. I looked and can no longer find my USPS receipt with the tracking number. But, as I have stated before, this order was in the same box as order number [redacted], and I was given credit for that order. The items returned were cabinet hardware and returned in a small priority mail box about 5 x 10 inches, so they could not have been missed. In that box I included the RGA for both items. I was initially told that because I included both items in the same box, that is why there is a problem. But, I assumed they would open the box before giving me credit, they would see both orders in the same box, with the appropriate return paperwork. I was not going to spend another $10. in postage to return an item worth $16.

I bought a Grohe faucet, # 32 298 CD1, As a licensed contractor for 40 yrs. I know how to install a faucet and know what faucets to buy. Grohe is tops. This faucet leaked day one, when I installed it. I called Build .com, they,(Jude), told me to call Grohe. I had to wait over night to do so and Grohe, told me to call Build.com. I bought the faucet online for a better price, $352.72, order # 63582941 on 12/21/15. When I installed it and it leaked, I needed to act fast as to not leave the customer with out a kitchen faucet. I paid $550 at a local wholesale supply house for a more expensive model because no one had the CD1 suffix faucet, they had only a # 32 298 SD1 suffix costing me $200 more. I went to customers house next day, installed it as a good contractor would do. Now I am left holding a defective faucet and build .com who sold it to me is not doing what the mfgr. says they should do.

Question, if I took the high road and replaced the faucet for my consumer, shouldn't my supplier honor my business as a contractor? I am already out extra time and $200. My customer is served, I am not.

Greg C[redacted] dba Ramona's Plumber

Review: The lighting retailor, lightingdirect.com, stated on their website that they had 50 of a lighting fixture in stock. I purchased the item from them because of that information. They also stated that orders ship from their warehouse within 1-2 business days. After two days I received an email stating the item was back ordered. I mentioned the website still indicated they had 50 in stock. The representative said that they weren't aware of this and said their was nothing they could do but cancel the order. I then wrote a review on their website stating the above without any words that would be considered profanity and they removed it shortly after it was posted. Many of their products are advertised in the same way, with items indicating they are in stock with a round 50 or 100 items. It seems clear that this information is in no way corroborated.Desired Settlement: Website removes the information that provides false incentive to purchase from them.

Business

Response:

We sincerely apologize that the item showed in stock on our website but your order was back ordered and for the inconvenience it has caused. We try to provide accurate stock feeds to our customers and on our website and apologize this was not the case for this item. We have confirmed the item is now back in stock with the manufacturer and your order has shipped today. We apologize for the unsatisfactory experience you have had with us.

Consumer

Response:

I am rejecting this response because: The business did not adequately address the complaint or resolve the issue described. The complaint was that Lightingdirect.com was falsely advertising that they had a product in stock. Providing the ordered item at a later date does not address this issue. During correspondence with the retailer, no action to correct the problem was taken before or after the issue was identified. Additionally, the retailer removed the customer's feedback from their website, thus ensuring that future customers will be unaware of this issue.

Business

Response:

Thank you for your response. We again sincerely apologize for the back order and that the first response was unsatisfactory. While the items stock was incorrect at the time of purchase we have now confirmed with the manufacturer that the product is now in stock and that the stock feed is now accurate. Proper action was taken when the complaint was submitted to ensure that the information was correct and accurate. We apologize for the inconvenience and stock error on our site but it has now been updated.

Consumer

Response:

I am rejecting this response because: The retailer's response does not appear to be consistent with the evidence. Over the past week (From the time I first viewed the product on your website) I have been monitoring the webpage, on which you are selling the item being discussed, daily. At no time during that week did the quantity labelled as "in stock" change from the currently posted quantity of 50. Thus it is now my understanding, that since this complaint was lodged, Lightingdirect.com has verified that the item in question is now in stock with the same exact value as listed all along and that you are asking me to accept this with no evidence. Lastly the review of the item provided to your website was rejected by your website. The reason stated was that it was because the review was about the service provided. If people are looking to purchase a item provided on your website it is reasonable to expect that the service they receive from you the seller be consistent with your advertised claims. Thus a review by a consumer providing evidence on your service would help buyers decide whether they would like to purchase the reviewed item on your website. Additionally, two of the reviews, of the item being discussed, on your webpage include information pertaining to your service. However, the difference between the review I provided and those reviews is they are of a more positive nature.

Review: Items ordered were canceled due to stock availability. The product is still on the site, but now at a higher price.

I ordered 6 ceiling fans (Item #BCIXXXXXXX). The fans were listed at $7.20 on their website. These fans were perfect for what I needed and at a really great price. They showed up on sale at 97% off. My order was cancelled today due to being discontinued by the manufacturer. Their site still shows 441 in stock and NOW at a price of $257.40. I run a business myself and if the price was a misprint I would HAVE to honor it as that is the AMERICAN way. Not cancelling the order. This was not my fault. Order #XXXXXXXX. Order date 11/10/2013.Desired Settlement: I would like the products that I ordered at the price that was advertised. This item was a sale item and that is the reason that I bought them. The company should do the right thing and honor that price.

Business

Response:

Initial Business Response

The customer ordered six ceiling fans at an incorrectly posted price (literally hundreds of dollars less than the correct price), caused by a glitch on our end. We fully admit to making the mistake, however, the Terms and Conditions page on our website states: "Despite our best efforts, a small number of the items in our catalog may be mispriced. In the event that an item is mispriced, Build.com may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation. Prices and availability are subject to change without notice."

A senior customer satisfaction specialist made multiple efforts to contact the customer over the last few days. On Nov. 25, 2013, she called the customer and left an apologetic voicemail; on Nov. 26, 2013, she called the customer again and left another voicemail; also on Nov. 26, 2013, she sent the customer an email offering to sell him the fans at our cost plus shipping. At the time of this writing, we've not heard back from the customer.

We sincerely apologize for this error, and we hope to help the customer reach a mutually agreed-upon resolution.

Final Consumer Response

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

I have never in my life had a company make me feel incredibly stupid. I was told that I should have known the price was an error. It's unfortunate to see these big internet companies getting away with anything. I will be shopping local from now on and will be passing this on to every contractor I know. Hope the couple of hundred dollars saved on your part was worth it.

Final Business Response

After multiple attempts to correspond with the customer, he informed our customer rep that he no longer needs the fans. We consider this case closed.

I am now on my third house using faucet direct (faucet direct.com). Their prices are fantastic, which is why I keep coming back. I have bought kitchen faucets (3), bathroom faucets (9) and just bought a toilet. Four more will be ordered soon!!!

I had a tarnishing issue with a brass kitchen faucet that I bought in 2011 (it is now 2016). When I called to order a different faucet, the online sales man informed me that my awesome faucet that I was trying to replace has a 10 year warrantee!!! HAL from Faucetdirect.com was AMAZING at facilitating the transaction. Seriously, this place rocks. I was talking to someone at the facility for my purchases AND the tarnishing issue....Not someone in another country.

They also price match (as Home Depot sells Kohler toilets, and occasionally has a massive sale). With faucet direct, I do not need to go to the store, lug the item around, and get it home. They are delivered to your door for FREE. No one can touch their prices, and better yet, their service!!! LOVE this place. HIGHLY recommend, will do business with them again.....And HAL rocks!!!

Review: I placed an order with a web site that belongs to Build.com called ventingpipe.com. The order was placed on 11.16.14. The information on the web site said the materials where in stock and would ship in 1-2 day. My Paypal account was charged immediately. The website also stated the materials where stainless steel and my printed receipt said stainless steel as well. With in a couple of days some materials showed up none of which are stainless steel. However as of today 12.15.14 I'm still waiting on many parts. Three times I have had conversations on the phone and been told material is shipping "next week". The most recent was today 12.15.14 at 1pm eastern time. They fraudulently listed materials as stainless steel and provided me a receipt that says the materials are stainless steel. They also mislead me to think I would have the material in a short time frame. Had I known they could not get the materials to me in the time they indicated on their website I would have shopped else where even if it meant paying a little more.Desired Settlement: I would like the balance of the materials I ordered delivered and a credit provided to me for the difference between galvanized and stainless steel materials cost.

Business

Response:

We work hard with our vendors and manufacturers to provide accurate and live stock feeds to better assist our customers in their purchasing decisions. Customer accounts are charged upon purchase of merchandise even when stock is not available in order to secure the selected merchandise from the vendors and manufacturers as we are a retailer for different manufacturers. The customer has been given the approximate ship date that was given to us by our warehouse that his items are estimated to ship out at the end of this week. Regarding the material, the customer has ordered stainless steel, black, and galvanized finishes, all which state that the material is "Other Metals, Stainless Steel." We apologize for any miss communication and any inconvenience this has caused the customer and are working as quickly as possible to get the remaining backordered items sent out, thank you.

Consumer

Response:

I am rejecting this response because: Ventingpipe.com continues it's business practice of providing misleading information as evident in their response to my complaint. 1. They state the remaining products will ship the end of this week. I've been told this for the past 3 weeks. Yesterday a customer service representative called the factory while I was on hold and reported back the product wont ship until mid next week. 2. They indicate they charged my account to secure the product for my purchase however, when I made my purchase the product clearly stated in stock and would ship in 1-2 days. Ventingpipe.com is using my money interest free to finance their stock flow. They have received their profit margin as well. The sad part about it is I may not even receive the balance of my order before the end of the heating season. Had they been honest on their website about availability I certainly would have purchased this materials else where. 3. I understand and I'm not the least bit confused about the finishes of the materials. I ordered 3 black finish parts, one galvanized 3PVP-HSC and the balance is supposed to be stainless steel finish. Two of the parts that I have already received that are supposed to be stainless steel finish are galvanized. See the attached picture. These are part numbers [redacted] and [redacted].

Business

Response:

We are very sorry that there was incorrect information on our website at the time of the customers order. We carry many different manufacturers and try our best to be as up to date as possible with the stock feed as it is not a live stock feed. We take what the warehouse tells us and pass that information to the customer. It can happen with any of our manufacturers that the lead time is pushed back due to unexpected delays. We are a retailer and in order for us to place the order with the warehouse we process the funds automatically. The customer has requested returns for this order on all of his items due to not being able to wait for the backordered items, once the items are sent back he will receive a full refund of the total he purchased. We are very sorry for this inconvenience, thank you.

Review: I ordered a swisher 44" rough cut trail mower for my husband's 30th birthday on their website, paid in full and expected the item to be shipped mid-January. The item was advertised "free shipping" and no shipping cost was included in the price. However, a representative from their company then notified my husband that the item could not be shipped according to a recent Washington State Law regarding emissions on this particular trail cutter. My husband researched this further and found out that this was false and there is NO such law. After several emails and poor customer service our order was cancelled for no apparent reason. When he finally got ahold of someone from their business, he was told that the order was cancelled because they were going to lose money on the shipping cost. They falsely represented their product and service.Desired Settlement: I would like this fully reported on the Revdex.com website rating so that customers have full knowledge of the type of false advertising and poor customer service they are putting forth and therefore have the option to choose a more reputable company. We will definitely not be be spending our hard earned money with this company in the future.

Business

Response:

The customer ordered products that were listed for less on our website than we normally sell them for. The price discrepancy was due to outdated information in our system, and we were not notified from the vendor until the order was placed. It has since been fixed and the customer was refunded the full amount. A Senior Customer Satisfaction Specialist contacted the customer to discuss the discrepancy. The customer now understands why we could not honor the listed price. The customer was appreciative that we contacted her to discuss the situation, and did not request any further recourse. The pricing for this vendor has been updated for all of the items to prevent this happening to any future customers.

Terrible customer service. Upon ordering my order was processed and my bank account was debited. Two days later I receive an email that my order hasn't shipped due to my billing address being incorrect, yet my money is gone? I called them and they couldn't resolve the issue. Another email, I call them again, verify all info, still no resolution. Another email, verify my EXACT address with my bank, talk to customer service again, no resolution.
After SIX DAYS my order still hasn't shipped yet they had no issue getting my money with the "incorrect address". The same address I wanted it shipped to by the way! Got so frustrated I canceled my order, which took repeating "Cancel My Order" many times! Ordered from different company, shipped the same day.

Review: I placed an online order with Build.ca (Build.com Canadian affiliate) for a thermal break flooring product called Cerazorb which was charged to my Mastercard on November 23, 2013 for the total amount of $96.59 CAD. (Order #[redacted] (placed on November 22, 2013 10:17:25 PM PST)) It was time-sensitive in the sense that I needed it delivered before Christmas so I could finish installing my floor bathroom tile before Christmas. I indicated this to my salesman [redacted] who assured me I would receive my Cerazorb order well in advance. I never did. Repeated phone calls back to [redacted] finally resulted in me getting ahold of him, and he telling me that my order had been shipped to Salmon Arm CA for what reason I know not. This was halfway through December, and I again stressed to [redacted] how important it was for me to have this thermal break before I started to tile, and that I was getting close to my deadline. He assured me that I would receive it right away. I didn't. The last time I called [redacted] just before Christmas, I left a message telling him I couldn't wait any longer, and that I needed a refund since I had not received the product. I never heard back from him, and there has been no refund to my Mastercard since then. I am well aware of the quality of Cerazorb, and I unfortunately had to use another product which did not work out nearly as well.I would like my Mastercard refunded right away for the amount of $96.59 CAD. I believe I've given Build.ca ample time to do so, and they have yet to do what they should.Thank-you.[redacted]Desired Settlement: Full refund in the amount of $96.59 CAD.

Consumer

Response:

[redacted] from Build.com emailed and called me today to assure me I would receive a full credit for the Cerazorb I did not receive. I am satisfied with Build.ca's response, and I consider the matter between them and myself resolved.

Review: Failure to respond to multiple requests to fulfill incomplete order for product which were paid in full.

Order # XXXXXXXXX

Shipment # XXXXXXXXXX

Ordered and paid in full using American Express 1 x DVP1743SN and 1 x DVP1755SN vanity lights on September 30, 2013 online (both indicated multiple quantities of each light were in stock). Received shipment confirmation email on October 3, 2013 indicating both lights were shipped under UPS Tracking Number 1Z67VYXXXXXXXXXXXX. Received 1 x DVP1743SN vanity light on October 7, 2013 with packing slip indicating 1 x DVP1755SN was back-ordered. Emailed customer service on October 8, 2013 c/w scanned copies of DVI Packing Slip(DVI Sales Order #XXXXXX-Purchase Order XXXXXXXXBC7226), delivery confirmation email from them, and a screen shot of their website as of October 7, 2013 indicating the back-ordered DVP1755SN is in stock - to summarize the conflict between the shipment confirmation email and the received goods/packing slip and questioned why their website indicates the back-ordered item is in stock-No response to date. Emailed customer service again on October 12, 2013 requesting a response to October 8th email - No response to date. Phoned customer service on October 12, 2013 and spoke with [redacted] (at extension [redacted] whom indicated he has noted the error in their system and a follow up with me would occur on October 15, 2013-No response to date. Emailed customer service department a third time on October 17th to request a response to October 8th and 12th emails and requesting to either provide delivery date of DVP1755SN or provide a full refund by end of business on October 18, 2013-No response to date. No responses from 4 requests (3 email and 1 phone call) for a fully paid order in which their website indicates the item is in stock has forced me to enter this complaint with the Revdex.com. This is the first complaint I have ever entered with the Revdex.com.Desired Settlement: Fulfill incomplete order or refund purchase price within 14 days.

Business

Response:

Initial Business Response

Response to Revdex.com case #XXXXXXXX

We're extremely sorry that the customer's shopping experience with us went so poorly. The customer's item is on backorder, and unfortunately, we're put at the mercy of the vendors when it comes to backorders.

In this case, the vendor had manufacturing complications overseas, which delayed the shipment. There's no firm date when the product will be shipped, which further complicates the matter.

The customer has been notified of the above by one of our sales managers, and he's been advised to contact said sales manager if he'd rather receive a full refund than wait for the product to arrive.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: I purchased a washer and dryer from them. Both arrived damaged, although the packaging was intact. First they said they were going to replace the items at no cost, then sent me to the manufacturer, who said that since I bought new items, I should not be in possession of a refurbished item. I called them back, got endless runaround from three different people, one of whom was rude in his email, and in the end remained with the damaged appliances. The stated reason was that I didn't inspect the items at the time of delivery.It is a large construction site. I bought around $15,000 worth of merchandise from build.com, and only one delivery company called ahead to confirm the delivery (** appliances). The rest of the deliveries have been made at all different times, without prior confirmation. The truck drivers demand signatures from anyone who is working on the site and drive away. Needless to say that some people in construction do not even speak English.Desired Settlement: Exchanged appliances. If resolution cannot be achieved within a week, full refund of the purchase cost.

Business

Response:

We apologize that the products were damaged and for any inconvenience this may have caused. The customer did not report these damages in the time frame that is needed for replacements to be sent. The claim was filed two months after the initial delivery. This is beyond the point of replacements. The products are covered under warranty and the customer can contact [redacted] for warranty assistance with the damaged front. If the customer needs further assistance we would be happy to help.

Review: I have placed an online order for floor tile. The payment for the tile was drafted from my account. I received several emails because my shipping address and billing address were different. I called 4 times and was told the problem was resolved. My shipping address is to my new home. Today, I received an email that my order was cancelled because build.com can't verify I own this home. I offered to send my closing statement where I bought the house! My account has not been credited for the payment and they are asking that I order and pay for my floor tile through PayPal because then it will not have to be verified. I can't pay for the tile a second time because build.com has my first payment! The other complaint is that you are not allowed to speak with anyone in a management position. I was told "financial" made the decision to cancel my order. I asked to speak to someone in the financial department and was told this is not allowed. I am afraid I will never get my funds returned.Desired Settlement: What I want is the floor tile I ordered!! And if I could speak to someone in a management position that would be great. The people who take orders and not competent to handle issues.

Business

Response:

We would like to start off saying we apologize for any inconvenience this has caused the customer. While different shipping and billing locations are not uncommon, we take the safety and privacy of your personal information seriously and we sometimes place orders on hold while we verify critical data. Unfortunately in some circumstances when we cant verify the customers information we have to cancel the order and they have the option to purchase with paypal. The credit has been put back to the customers card and processed as of 3/3/2014. Thank you.

Consumer

Response:

I am rejecting this response because: I can not accept this response until I have the funds credited to my account. As of this afternoon they have not been received by my financial institution. After I called so many times trying to get this resolved, I feel at the least someone could have told me the order was going to be cancelled rather than telling me it was resolved. I own my business and while inconvenient, would have offered to use my business address as my shipping address, but I never had a chance to offer that option. I was told all was going to be ok then a few hours later received an email with the cancelled order. After so much communication on my end to resolve the discrepancy, why couldn't someone have just called me? Now I have an entire project on hold - waiting on funds being replaced before any other order can be made. To make matters worse, even after offering to send a copy of a utility bill or a closing statement to prove I own this home, one of the customer service representatives talked to me as though I was trying to do something fraudulent!! I was in tears by the end of the day......

Review: After receiving 7 broken glasses for my light fixtures, I was assured that I would be sent replacement glasses 6 weeks after my initial contact.

After ordering several light sconces/fixtures for my home, I opened them to find that 7 of the glass coverings were cracked and/or shattered. Immediately after, I contacted lightingdirect.com, a subsidiary of build.com via email on February 6, 2013 and explained the situation to them. After inquiring about the specific order numbers which I thereafter provided, I was given the option of sending the light fixtures back to receive new ones or wait for 6 weeks until the glass pieces would arrive since they were on backorder. Seeing that I was not in an immediate rush, I stated that it would be both cost effective and less time consuming for me to wait the 6 weeks and wait for the replacement glass pieces. After not receiving the replacement glasses or getting an update on when they would arrive nearly 2 months proceeding initial contact, I went ahead and emailed the same representative of Build.com, Autumn Sloan on April 2, 2013, to inquire about the glasses, and was briefly told that they were due to ship out on April 6th. Since the electrical work was nearing the end on my house and the electrician needed the replacement glasses which we both assumed would have arrived by this time, I waited patiently for anotehr few days since I was told that they would ship out on 04/06/13. After waiting another few weeks without any replacement glasses receieved and/or a repsonse from Build.com, I went ahead and emailed the same representative once again on April 27, explaining this entire situation and how I was not satisfied, and copied the same email to Build.com/lightingdirect.com's customer service webpage entry/email, and have yet to hear from them after another week. I have been waiting for my replacement glass pieces for 3 months now to now avail and have been consistently lied to by Build.com and their representative.Desired Settlement: I would like to be directly contacted by a Customer Service Manager from LightingDirect.com/Build.com as I have been a devoted client of theirs who has bought a lot of their products and has referred several individuals to their site who have consequently bought products from them as well.

Business

Response:

Business' Initial Response

We received a complaint from a customer whose lights arrived broken. He then decided on replacement glass pieces, but wasn't informed that these fixtures were on backorder. While backorder has its own inherent issues, failing to be informed that the fixtures the customer ordered were actually on backorder became more problematic.

We're extremely sorry that the situation escalated to this point, but this is definitely an exception rather than the rule.

On May 6, 2013, a member of our sales team spoke with the father of the customer who placed the order and, after weighing a number of options, he agreed (after speaking with his son) that a $250 credit to his account would be acceptable.

The customer has re-ordered replacement glass shades, and the current estimated date of arrival is now June 3, 2013. Both the father and the son are satisfied with the resolution.

Review: I ordered daltile fossil ridge honed travertine 12x 12 tiles. 1000 sqaure feet at .86 a sqaure foot. 2 weeks later find out they won't honor that price. They charged my credit card for the full amount on January 16, 2015.Desired Settlement: Would like to get what I paid for otherwise they are liars. How do you do business with someone who lies about pricing?

Business

Response:

We apologize to the customer about this situation, unfortunately there was an error on our site when purchasing these tiles and the price was incorrect. When we sent the order to the vendor they denied the order because the pricing was incorrect. This is something that was priced at way below our cost in error so there was no way we are able to work with the customer on getting them this price. When customer spoke with the rep he was working with they have discussed a cancellation and a credit being issued back to the card that was used. Again we apologize about this error and any inconvenience it has caused the customer.

I just have to say as an interior designer with ten years of experiene I find Build.com to be the most professional vendor for all my plumbing, lighting, and hardware needs. The rep I work with Tim [redacted] is so fast he puts all the other vendors I have worked with to shame. Returns are easy and so are reporting damages. I use them for even my own personal remodeling needs.
If anyone is looking for a fabulous rep I would contact [redacted] He's the best!

Review: I purchased a light fixture on April 22, 2014 and my credit card was charged twice for the item (order#[redacted]). I received a $25 credit for signing up with V.me on this website. Since April 23, 2014, I have been trying to get the double charge removed. I have spoke with the rude customer service reps via chat sessions (I do have these sessions), spoke with [redacted]) via e-mail and left messages, and file a dispute with [redacted] and the company has not provided a response. I have documentation of the charges and all the correspondence. I also told the reps that I would like to return the item due to all the issues with the purchase. I have yet to receive return instructions or a return label. The company keeps sending me e-mails to rate the item and service. Each time a write a negative review, they refuse to post and I get an e-mail from[redacted]. This is the e-mail from[redacted], Thank you for taking the time to provide us with feedback on your recent order. We are sorry to learn about your unsatisfactory shopping experience with us, and apologize for any inconvenience this may have caused. If you would like to discuss your order in more detail and resolve any issues pending please get in touch with me directly. My contact information is below. Again, thank you for your time and feedback and I look forward to hearing from you. Sincerely, [redacted] Chico, CA 95928 ###-###-####Happy Home Improving,LightingDirect.com Build.com Network StoreSmarter Home Improvement.Each time, I remind her that I have had exchanged several e-mails and left voicemails about this issue and they refuse to refund the double charge or respond to my credit card dispute.Desired Settlement: I would like a refund of both charges and a posting of my review on their website. If they want honest reviews, their staff should not be allowed to disregarded the bad reviews. Only posting the positive reviews, does not give other consumer a true picture of the experiences of other customers which is the purpose of the review process.

Business

Response:

Thank you for contacting us regarding you order for the Quorum International 5094-6 Light fixture.

I do apologize for the confusion with the order and your experience. After looking over the orders and the situation with the credit. I believe I have found the core of the confusion. There was mention of an [redacted] being used for the orders and for the V.me credit a Visa has to be used. We have issued credit back to the Visa for the two separate credits and will post to that account.

I have set up a return for the light fixture as requested in the complaint as well. Please look for the return instructions that will be sent to your e-mail provided on the order.

We strive to offer our customers reliable and dedicated service and we regret that this was not your experience.

Please contact me directly with any other questions or concerns and I can certainly help.

Sincerely,

Chico, CA 95928

Consumer

Response:

I am rejecting this response because: I have stated repeatedly that I did not and have not received a credit from the "cancelled" order on 4/22. I will also state again that I never placed two orders and never "cancelled" an order. My credit card company has not received a credit. They have reached out to your company several times with no response. This is and has always been the issue. If you cannot credit my card for the "cancelled order," your company should send me a check for the $107 ASAP. It is unfair to me as a customer to have to deal with this issue for over two months.

Business

Response:

We are very sorry again for the miscommunications that have taken place in regards to the order placement, crediting process, and resolution for this customer. We strive to offer our customers reliable and dedicated service and we regret that this was not her experience.

We do have records of two orders coming through minutes apart on April 22 with the same exact credit card and shipping/billing information via V.me; order number [redacted] was placed at 4:12 pm and order number [redacted] was placed at 4:22 pm. Whether this was some kind of mistake on the customer's part or ours, we have every intention of working it out to the customer's satisfaction.

The order that processed and delivered, [redacted], was credited in two transactions. The first credit was issued on 4/28 in the amount of $25 (due to a V.me promotion) under transaction ID [redacted]. The second credit for $82 was issued on 6/30 in an effort to resolve this claim. That transaction ID is [redacted]. Our records indicate that order [redacted] was immediately cancelled in our system, most likely due to the duplication. By all appearances this cancelled order appeared to have been credited in full the same day it was charged. It was only after the customer filed this complaint that our Finance Department accessed the V.me system and discovered that it had not. Two credits for that order have since been put through. The first was for $25 on 6/30 and the transaction ID for that refund is [redacted]. The second credit in the amount of $82 was issued on 7/17 when we reviewed the data again and that transaction ID is [redacted]. These transaction IDs can be referenced with the customer's credit card company, through V.me, in order to locate the funds. If needed we can provide screenshots showing all of the credits have been applied through our V.me account.

We did issue a return for the light that was received per the customer's request back on 6/30, and emailed her a prepaid UPS shipping label to send it back. To date we have not received the light and there has been no movement on the UPS label we provided. The customer may keep the light and there is no need to ship it back. As previously shown she has also been credited in full. In regards to her request for us to post her negative review on our site, we unfortunately have no control over which reviews are chosen. A third party collects, reviews, and shares them with us so that we remain unbiased. We apologize for any inconvenience this may cause. We sincerely hope that our efforts to correct the crediting issues resolves this matter. Please let us know if additional documentation is needed. Thank you.

Probably the single worst buying experience I've ever had. After 2 months and several lies from costumer service reps saying that product had shipped, I still don't have the product I ordered and it still has not shipped. Website says in stock, ships next day. What a joke. Shop elsewhere.