Build.com

Build.com has great prices and a great Customer service. I have orders thousands of dollars worth of products from them and whenever there has been a problem they have taken care of it immediately and often shipped a mew product to race the damaged one before I have even returned the damaged product. I tried to save a few dollars by using [redacted]. Received a damaged sink worth $900 and it has been 2 months and I still have not been able to return it or receive a refund. [redacted] is use build.con without reservation and avoid [redacted] like the plague

Review: I was shopping on-line at this retailer. I added 5 chandeliers and 2 cabinet accessories in my shopping cart with a price totalling approximately $360. I continued with the check-out process and entered in my information (name, address,email, shipping address, etc.) I then began to enter in my credit card information and in the middle of entering it I noticed that all of a sudden the cart total changed to $1515. I immediately stopped entering my information and contacted the company to find out the problem. The rep ([redacted]) proceeded to tell me that she had no "proof" that the price of the items had been at the lower amount. I explained the entire situation and she indicated she had to talk to her "Brand Manager" who was gone for the day. Later that evening,I discovered that all five of these chandeliers continued to be advertised at the same low price for which I attempted to purchase them. I obtained screenshots of the advertised pricing. The next day the chandeliers continued to be advertised at this price. [redacted] contacted me and advised they would not honor this pricing. I asked why they wouldn't honor the price they continue to advertise. She said it was an error that they were listed at that price. I questioned why they continue to show it at that price if they are aware of the error. Further they have a price match policy that states they will beat any advertised amount on line if you see it at a better price. I requested they honor their price match policy and provide it at their continued advertised price. [redacted] said they would not. Appears company operates in 'Bait an Switch' advertising at low price and then changing the price once you enter your payment info. Unfortunately many people might not notice this price change until the payment is made. Further, the company refuses to honor their advertised price (False Advertising) or their stated Price Match Policy. The company continued to advertise their price at "incorrect" low price even after they were well aware of the problem. This company appears to have quite a few deceitful on-line business practices that need to be corrected. How many customers are purchasing these products at what they think are low prices but then being charged higher prices once they make their payment? If the company continues to advertise a price they need to honor it (especially if they are aware of the error and continue to advertise it). Furthermore, they need to honor their stated price match policy. I have date/time stamped screenshots of all advertised pricing as well as emails and chat sessions on this. I feel the company should honor their advertised price and be made to adhere to their stated price match policy.Desired Settlement: I would like to continue with my purchase of these 5 items (chandeliers) at the price they were initially at checkout and continually advertised.

Business

Response:

We apologize for any incorrect information on our site. On our site we state that pricing errors can occur on a few of our items from time to time. Unfortunately it seems that our pricing with [redacted] was showing as an incorrect price. Our policy states in our terms and conditions:"Except where noted otherwise, the List Price displayed for products on our website represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice; or the estimated retail value for a comparably featured item offered elsewhere. The List Price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular day. For certain items that are offered as a set, the List Price may represent "open-stock" prices, which means the aggregate of the manufacturer's estimated or suggested retail price for each of the items included in the set.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."Our price matching policies do not apply to our own site when errors occur. We would be happy to match any pricing from any other authorized retailers that has lower pricing than our sites. Errors can occur and we are sorry that this is what happened to the [redacted] Chandeliers. The mistake in pricing was corrected within 3 hours of the initial location of the error. If the customer needs any further assistance we would be happy to help.

Consumer

Response:

Thank you for your response regarding my above captioned complaint relative to Build.com.Reviewing their response to the complaint I can understand that they have company policies regarding pricing errors. However, their statement that the price was corrected within 3 hours of the initial location of the error is incorrect. That is where my major problem came with the company. Even though the "pricing error" was discovered by them when I attempted to pay for my order, they continued to advertise these prices on-line even the next day while I continued to resolve this matter with them. I continued to question why they were still advertising these products at this pricing a day after they were aware of the alleged pricing error. l have screenshots of their advertisements that are date and time stamped if you would like them. Their "error" was not corrected as they have reported, and that is why I feel they need to honor their advertised pricing. If a company continues to advertise an item for sale at an incorrect price after they are aware of it, they need to honor it, otherwise it displays the company is participating in false advertisement.Thank you for your review of this matter.Here are some of the screenshots. Note that they are time/date stamped lower right. As you can see their ads were still active later that day and even the next day while I was in the process of emailing [redacted] at Build.com to rectify this situation, well after the 3 hours they claim the pricing was advertised on-line. She was aware of the screenshots and I offered to forward them to her but she did not want them.

Business

Response:

Unfortunately, we do not have immediate access to advertisements on customers sidebars. Our site was changed within the time given and the photos provided by the customer do not show our site but the sidebar on their email. Thank you.

Consumer

Response:

I am rejecting this response because: The screenshots provided were of adverting providing direct link to their company, with real-time pricing. It was not a previously published advertisement. They continued to have this advertisement run with the pricing even though they were aware of the error. As this advertising provided a direct link to their website, the pricing provided was in their control. This is yet another example of their attempt to continue with false advertising of their merchandise for sale. Not only does this represent false advertising, it also qualifies for "Bait and Switch" marketing. Companies should not be allowed to use these tactics to entice purchasing from their website. They need to honor their pricing.

Review: On 12/23/2014 I placed an order through [redacted] for a replacement hose assembly for a [redacted] kitchen faucet. Since the sink was leaking at the time I chose the option available for 1 DAY DELIVERY available on the site. The site indicated that 42 units were available in stock. The site indicated that it was 1 business day delivery. There were no apparent descriptions explaining the shipping terms further on the site as I placed the order. It appeared simple; in stock, pay a premium, receive expedited delivery in 1 day. Give that it was near the holiday and I placed my order late in the day on 12/23 I expected the order to be acknowledged on 12/24, however I received two acknolegements on 12/23 by email before 7:30pm my time. However, I was soon disappointed to find via the tracking information provided that the package would not arrive until the following Monday, 12/29/2014; hardly what I would call 1 day shipping. I emailed the company and questioned the charges for 1 day shipping when the shipping was actually taking 6 days and was told that they required 24 hours for processing the order and 24 hours for processing for shipping and there was a holiday to account for as well. None of this was posted on their web site that I could find even though they reported that it was. I have since revisited their web site and searched again and read their shipping policy again. It talks about the shipping options but does not discuss the time required to process the shipping.The order was acknowledged twice on 12/23, they had the entire day of 12/24 to process and prepare the order and they had 12/26 to ship the order to me and meet the one day delivery and failed.I do not feel I should be paying for 1 day delivery that has taken 6 days. They should also take measure to clarify their policies in a simple way on their on-line order system. When it comes to ordering parts, many users are likely ordering parts for failed devices and expediting is appealing ONLY if they can deliver.Desired Settlement: Refund of the difference in actual shipping cost.

Business

Response:

We sincerely apologize that the information the customer needed to know about our order processing during the holiday period as well as the shipping transit time was not detailed clearly on our website and for the inconvenience this has caused to the customer. The full shipping charge of $34.99 has been credited back to the customer.

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.

Multiplue phone calls and emails go unresponded. Money has not yet been returned for a product we never recieved.

I was hoping to reach someone that can help me and provide me with next steps. For some background, my husband and I flip homes- each one has its own timeline and we do our best to keep to it while keeping on eye on the bottom line. We found a chandelier we liked at a local lighting store and your website offered the matching pendants and flush mounts needed to complete our open concept look.

Placed order late February and soon after the expected delivery date we get an email saying there will be an even longer delay and the new shipment date is 3/02/16.

March 2nd comes and goes, the flush mount arrived and 2 of the 3 pendants arrive as well. The 3rd one is MIA and it is noted on the receipt from the vendor that only 2 or the 3 were shipped. I call build.com and get Hank S[redacted] @ extension 9575. He says it shows that the vendor has 11 more in stock and is not sure why they only sent two. It was a Friday when I call so he flagged the order and sent the vendor a slip and said it was taken care of and will ship Monday and arrive latest next Friday, March 11th (For those following along-We are now 10 days LATER than the first delayed shipment!)

I was a fool to "entrust" anything to Hank. Nothing was every shipped, no updates or tracking information were given. several phone calls to Hank with voicemails PLEADING he call me back went unanswered and ignored. A few days ago and went through the website and got a Nick how said he would flag the account, ship out immediately, and send me his contact information. I never got an email from him with his info. I did however get one from Brooklyn Koslofsky saying my item has been DISCONTINUED AND MY ORDER HAS BEEN CANCELED AFTER WAITING NEARLY A MONTH TO GET AN ITEM THAT WAS IN STOCK WHEN YOU TOOK MY MONEY.

Each promise has come and gone with zero implementation or action. My electrician, who I have rescheduled now twice, comes and installs everything but the last light March 12th, two days AFTER the "latest" date possible given by your employee. These finishing touches were suppose to be done weeks ago and pictures and brochures were to be made and distributed early March and now we have exposed wire, frustrated electricians, photographers, and relators each with their own costs and frustrations and a kitchen that remains incomplete. How exactly am I suppose to find something similar as you suggest for one light when it is open-concept and we went through you SPECIFICALLY because you had the matching suite. Needless to say, I have spent countless hours trying to find someone at your company that can fix this and that cares as much as your mission statement claims you do. You. Do. Not. Care.

I hope and pray this email gets to someone is your company that cares. I have invoices from electricians, I have deadlines that have come and gone, and I have located this light, despite being discontinued at several other sites. If you cared, you would figure out a way to get me my pendant in a timely way. My money will obviously be refunded but that does not even begin to cover all of the costs I have endured because of your lies, poor customer service, and poor character.

Get back to me today, March 18th, with a resolution,

Katarina and Damjan I[redacted]

Order Number [redacted]