Ordered item 11/27. Received email confirmation 11/28 stating product " leaves the warehouse in 2 days." Received email 12/4 stating product is " backordered." Backorder means after 1/29. Purchased similar item and asked build to pay for expedited shipping. Build representative ended chat. I recommend nobody shop with them. I won't even use Ferguson anymore as I am so dissatisfied with such terrible customer service. Tip for consumers:Don't use build .com Service Value Shipping Returns QualityThey are scammers, they claim to offer a 90-day return policy, which is completely deceptive. I bought a dishwasher and as soon as we installed it, the device immediately started having problems, making a repetitive electronic noise every 15 minutes constantly. We requested a return since we were within the return period, and they replied that they could not accept the return because it had been installed. How were we supposed to know before installing it that the device would fail? Were we supposed to have prophetic vision? They are thieves.I'm a contractor, they delivered a mini split instead of the shower base I needed, they couldnt/wouldn't send a replacement for another week or more, didn't even offer to expedite or some kind of partial refund for all the money they're costing me, and to top it off I have to bring the whole mini split system to a ups store if I want my refund processed What a joke, lesson learned from wandering away from wayfair and trying something else. Products used:Wayfair Service Value Shipping Returns QualityThe app is non functioning. I think that the people on the Chat lines are Bots. Given phone numbers with real people on the voice mail who never returned my calls. Delivery service is treble. Was not informed that 540 pound article was arriving until they were at my door. And then I had to get it from the truck on the street, down the driveway to my front door. No warning. It was a disaster. Lowes were terrific. Beware of this company..No updates from Build.com regarding this delivery except one email over a week ago saying the item has shipped. Even though there was a place to input a phone for text updates regarding delivery. R&L Carriers delivered this to the bottom of the driveway and left a $2,500 refrigerator in the rain. Their website said they could deliver this to the bottom of the driveway despite their moto being "We ship anything, anywhere, anytime!" so we were actually prepared for that. However, in combination with no text updates this is super uncool. Lowe's delivered our oven and dishwasher to the front door. I will never use Build.com again. Service ShippingBeen on hold for over 45 minutes (second call about build's failure to email me 2 return labels) and still no answer. If you call to purchase, they answer immediately. They sent a shattered toilet basin that I was forced to dispose of. Still waiting for return labels for the other 2 parts. Still on hold...60 minutes later...I have bought Brizo kitchen Faucet and soap dispenser from them two years ago and this week a Towel ring to match our bathroom Brizo faucets and I can't comprehend these negative reviews. Heck, Amazon doesn't deliver as quickly as build.com did. I even mistakenly double ordered the towel ring, and they sent me an email that they cancelled one of them and were not charging for it. The reason I went back with them this year is that I was so pleased with them two years ago. Tip for consumers:Don't be afraid of the many negative reviews. Glad i didn't read them before purchasing. Products used:Brizo Kitchen faucet & soap dispenser and Brizo towel ring ServiceI went on to the website to order a refrigerator and freezer. I was told it was in stock and would be delivered within 4 weeks. I placed my order in November and am still trying to get my items. When I go on the website it's actually showing in stock but Ferguson is telling me I can't get it until March. I will never do business again with them or recommend them to anyone. Service ShippingI originally dealt with a manager of customer service who was over the top rude. She was yelling and an $#*!. Since posting my experience and emailing the head of the company, I have been treated in the best possible manner. I have received apologies and the best service of any company. Very responsive and professional. I feel that Build.com takes it's customer service very seriously. I am impressed. One bad apple.We ordered a vent hood and kept it in the box and wrapped in the plastic for three weeks until the kitchen was ready for it to be installed. When it was installed we then took off the plastic wrap and found that it had a small dent in the upper left. Build os refusing to replace it. Will never order from Buold again. Poor customer service. All other companies would gladly replace a damaged product. Very disappointed Service Value Shipping Returns QualityError on my part with shipping address. But how can you argue when address doesn't exist. Then they send response that it was delivered when the UPS tracking indicated that status changed to "return to sender". Then filing a claim or communication to them is difficult unless you want to talk with a CSR whom is reading from screens vs any resolution skills. Basically their response is: we ship, they said it delivered and you lost your product. They offer to file with UPS but you will pay for shipping. Estimate starts at 1/4 more of your order. Hmm sounds like a "no thank". I paid my stupid tax to learn not to use Build.com / Build with Ferguson. Always leave a positive. The photo of the non product was nice.. Tip for consumers:Highly recommend future potential customers of build.com to skip the pretty photos and use a more reliable online site Products used:Order from Amazon Service Value Shipping Returns QualityFrom a Pros perspective, they fairly routinely ship the wrong products. If you're a Pro don't expect actual Pro pricing. I've found several items that are the same or only a less than 2% discount. I've talked to my rep and he only said they did some restructuring. There is better pricing elsewhere. Not worth the hassle. Tip for consumers:If you are a Pro, make sure to watch the discount given. It will list Pro Price, but not the retail that is charged to customers. Check on the regular retail website to calculate the discount. It may not be worth it. Products used:Cabinet hardware and lighting products Service Value Shipping Returns QualityI placed an order 08-04-2022 and languished for over 3 months only to be Canceled without my permission, no prior notice given nor reason today 11-10-2022. I complained to Build.com supervisor who told me 8-4-2022 order was canceled back in September 2022. Build.com wants me to pay again to reorder while I wait 7 days for a refund. I told them this is bad customer service nothing to do with supply chain issues since 6 door knobs are in stock. I will wait for full refund before placing re order. Tip for consumers:Expect your order to be lost or canceled without notice from Build.com Products used:Schlage F80-FLA-RH door knob.I needed shower glass door. I made order online and I noticed it wasn't showing arrival date at all. I couldn't call them because it was after hours time. So I started to research and found out that build.com had very bad reviews. I started to freak out. It is true that it's nearly impossible to reach them over the phone but I used their chat on build.com and I got someone connected within minutes every time I was trying to get a hold of someone. I was told my order will arrive next Monday and to my surprise it did arrive on time and in whole one piece lol. The delivery person was kind enough to call me before he arrived and to bring the package right in front of my door. I am very happy, plus their price was ~20% less than other sellers.I ordered a bathtub in May 2021, I need it for physical therapy reasons. They took my money immediately. Every two months, they moved the delivery date. Every time I called or emailed, they said they would get back to me but never did. I just cancelled today and hope they really do refund my over $3000. If they would have given me an honest answer, I would not be as angry.I have used Build.com once so far. However, I will definitely use them again as they did just what they promised in an accurate, timely manner.I had to have an $1100 commode shipped 3 times, because the first 2 were delivered damaged. ½ plywood used for shipping a heavy wood vanity, but only about ½ of styrofoam for a porcelain commode. Now, this week, after waiting 12 weeks, I receive the matching sink top. It came damaged. Further, the internal box, a Kohler box, was damaged before it was packed into the shipping box. Build.com KNEW it was damaged before they shipped it. NOW according to Build.com, I have to wait up to another 12 weeks for a replacement. That's 6 months without my main bathroom because I wanted Kohler products. Service Value ShippingThey are still showing selling merchandise on their website even though they do not have it in stock. Such a disappointment. We ordered and paid since march and till today they still do not have the item we ordered and paid in stock. Up to date June 2022, we have received 15 emails from them about they are sorry and delay for another months. They used to great company to deal with, this time they are such a dsisappointment. Service Value Shipping Returns QualityIt is frustrating when you spend a a lot of money to hopefully get better quality. One of several purchases... an expensive toilet arrives smashed twice delaying your workers and contractor, then you are told you must dispose of the toilets on your own. My garbage company will not take them. So My handicap sister will drive me to the dump (she has a truck) where I, a 65 year old woman will drag them off the back of the truck... The customer service persons told me that she will make a one time exception! And refund the cost of the disposal... but that I must email her the receipt!... I wanted to say would you talk to or expect your grandma to do this Miss? Not her fault... but I probably won't be buying from Build for my Kitchen Reno which is next. ***Additional update edit added I am now having toilet # 4 shipped,#3 also crushed... they are again being sent through UPS! If this one is not perfect,, this is the end... the delay and hassle. USP TOOK BACK # 3 so I don't need to dispose of it. But Kohler WTH?I have recently ordered over $1600 in merchandise for the first time on Build.com. Everything has been of fine quality and I've received all my items in about a week. Products used:Moen shower faucet kit, vanity faucet, & shower rod. Medicine cabinet and cabinet knobs. Service Value Shipping QualityThis company resales and your product is shipped from another company. They do not inspect or have any quality control over what is shipped. I received damaged products that could not be installed. The products were not damaged in shipping since the parts were made of steel. I sent them pictures of the parts and simply requested replacement of the damaged pieces. They denied my claim and refund. I escalated damage claim to pay pal. Let the buyer beware. Other legitimate companies sell the same product and are concerned with their image. Apparently build.com only cares about themselves. Tip for consumers:Difficult if not impossible to return damaged products sent to consumer. Products used:https://www.build.com/rev-a-shelf Service Value Shipping Returns QualityReally disappointed in Build.com and their customer service and return process. When everything goes as planned, prices are great. But if things arrive broken, forget it. Can't get through to a real person. Replacement/ delivery times were wrong. When you can't get in touch with a real person, it's just a recipe for disaster. You just get a perfunctory email saying sorry for the imposition and you get stuck with the bill. Will never use this site again.Ordered a 72 in vanity with mirror. First shipment was lost. Second one arrived damaged on the inside. Reached out to customer service. Just asked for touch up paint. They now say they will provide a $250 credit to pay for the paint OR I can recrate the unit and return it for a refund. I'm 72. It weights 750lbs. So I'd have to pay to return it. I could not possibly be more disappointed in this whole process. Customer service, shipping, product, vendor. All of it. Don't buy from them. They don't stand behind their product. Customer service person was horrible. Kept changing her mind as to what she could do. Service Value Shipping Returns QualityI ordered a bathtub from Build.com. They sent me two emails saying it would be delivered via freight service on Monday. My husband changed his schedule, staying home from work to receive the order. Monday noon I decided to call to see how long it would be. Turns out the order was not scheduled for delivery that day. So now my husband has wasted a day and I have to take time off next week to stay home and wait for it. Idiots. I'll never order from them again. Tip for consumers:Don’t use them. Products used:Bathroom appliance Service Value Shipping Returns QualityIf I could give less than 1 I would. They let you place your order, take your money and give you a tracking number. The tracking number is non-existent and their email on the order form bounces back. I am turning this over to my credit card company as a fraudulent charge. Stay away from these thieves Tip for consumers:Stay away from Buildcup. They are crooks just stealing your money. Products used:None. Never received items I purchased