ComplaintsforBuild.com

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a decision to order some items early in a home renovation project, to be sure they would be available when needed, especially since availability of construction related items has been a problem the past few years. I bought a $4,800 induction range, and an approx. $3,500 Kohler vanity. I left them boxed in storage for a few months. Now that they're unboxed, the range has a bent vent on the back, and a pull is missing from the vanity cabinet. Build.com takes no responsibility as it's out of their complaint period. It just seems unreasonable to expect someone to unbox and assemble everything they order months before it can be installed. People should be aware that ordering expensive renovation items from a mail order company is pretty risky.

  Business response

  08/13/2024

  Hi ******,

  I sincerely apologize for the unsatisfactory experience you have had with us and for the inconvenience this has caused. Please confirm the model #s of the 2 items you are inquiring about as well as provide the order #s for the corresponding items and I am happy to advise further. We greatly appreciate your business! 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered two commodes. One shipment arrived without problems. The second shipment was delivered and the wrong items were included and one of them was damaged in shipment. I have communicated with the company to resolve the problem and so far their response has been non existant.

  Business response

  07/31/2024

  Hi *****,

  I sincerely apologize that the incorrect item was received as well as that one item arrived damaged and for the inconvenience this has caused. In order to assist you further, please advise the item received in error rather than what was ordered as well as advise the model # you ordered and send pictures. For the damaged item, please advise if it is the bowl or the tank as well as send pictures of the damaged item as well as its packaging and I am happy to help with replacements. We greatly appreciate your business!

  Customer response

  07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I received an email from customer service at 8:30 a.m. this morning indicating that they were refunding my money for the two items and that I could dispose of the two I received as I see fit.  I had previously sent pictures and part numbers to them and recieved a return number and this email referenced that transaction.  I'm still needing the two correct parts but have no confidence that this business can supply them.  I'll shop elsewhere.
  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a clothes hanging rod from this merchant via WalMart.com.The product won't work where I need to install it. So, I contacted *********** merchant to return the item and get a refund. The merchant states I need to pay for return shipping, because it is not defective.The amount to return is 65 dollars--more than the item was purchased for. This is not right.Merchant needs to take responsibility for return of item and refund the purchase of the product.

  Customer response

  07/25/2024

  Dates I complained to the business: 7/24/2024, 7/25/2024

  I complained that being responsible for the shipping cost is unreasonable; since I am unable to install it in the space it would go in.

  The business has not tried to resolve the problem.

  Business response

  07/30/2024

  Hi ***********,

  I sincerely apologize for the unsatisfactory return experience you have had with us and for the inconvenience this has caused. Taking a look at the order, I do not show that there is a charge for the return of the Design House closet rod as it has been waived. In the future, any general returns are at the expense of the customer and is deducted from the refund. Please let me know if I can be of any further assistance and I am happy to help. We greatly appreciate your business! 

  Customer response

  07/31/2024

  I am rejecting this response because: yes, the charge was refunded--but not because of anything you did. And I have this perfectly good unused closet rod taking up space. I expect you to pay for shipping as it's of no use to me. Thanks.

  
  

  Business response

  07/31/2024

  Hi ***********,

  The prepaid shipping label issued to you is at our expense and pays for the return shipping to the return destination. The return shipping is of no cost to you via the prepaid shipping label sent to the email on the order. 

  Customer response

  08/01/2024

  I am rejecting this response because: I haven't received a prepaid shipping label to my email address (the one listed on the order). Can you verify the email address? 
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered outdoor fence solar lights and matching path lights 6/29/2024. Received fence lights 7/3/2024 but not path lights even though confirmation email showed both delivered. Called Build on 7/9/2024 to inform receipt of half my order (delay due to holiday, weekend, & Hurricane *****). Spoke with *********** said would contact manufacturer & get back to me same day. She didnt. Have spoken with 2 other CS reps who both said same & neither followed up with me to date. Also have emailed *******, the 3rd rep who provided her email contact & has not followed up as promised. Have been ignored when asking for the refund of $44.88 for the path lights. I want my money returned & will purchase the product elsewhere.

  Business response

  07/22/2024

  Thank you for reaching out to Build with Ferguson. We are so very sorry for the frustration you have experienced while reaching out to us for a resolution. We have reached out to the manufacturer and they have informed us that they did ship all of your items. However, part of the shipment may have been lost in transit. I can absolutely refund you the $44.88, unless you wish for me to send a replacement order for that portion of the lights. Let us know, as we want to resolve this for you ASAP.

   

  Best,

  *****************************

  Build with Ferguson

  Customer response

  07/22/2024

  I am rejecting this response because: there was no option to select which part of the business response to accept. I accept refund of $44.88. I do NOT want to continue waiting for the product. Thank you.
  

  Business response

  07/23/2024

  Thank you so much for your response. We have refunded the lighting you had not received, in full. The refund of $48.59 has been processed. It can take 3-5 business days for the refund to appear back on your card used at time of purchase. Let us know if you have additional questions!

   

  Build with Ferguson

  Customer response

  07/24/2024

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product and it was never delivered. Can't get a refund or my original item ordered

  Customer response

  07/16/2024

  The order was placed on June 10th

  Business response

  07/16/2024

  Hi ******,

  I sincerely apologize for the unsatisfactory experience you have had with us and for the inconvenience this has caused. We strive to provide a streamline delivery process and regret that was not your experience. Unfortunately, the order placed with us has been returned to sender and can not be delivered. A full refund for the order has been issued today. The refund will appear in the account on the order within 1-7 business days. Please let me know if I can be of any further assistance and I am happy to help. We greatly appreciate your business!

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  build.com is sending constant, unsolicited emails, despite me having gone through the "unsubscribe" option that is supposedly available. Am certain they will say it takes time for the unsubscribe to take effect, but it has been more than long enough. They are obviously a company that fraudulently shows an unsubscribe link, but it only ends up proving to their system that the emails get through as intended and they have no intention of stopping the spam. These unsolicited emails need to stop.

  Business response

  07/12/2024

  Hi ***,

  I sincerely apologize that you have yet to be unsubscribed from all of our marketing emails and for the inconvenience this has caused. I have sent your email to our marketing department to remove you from our email lists and am awaiting confirmation. Please let me know if I can be of any further assistance and I am happy to help. We greatly appreciate your business!

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This complaint is in regards to order number Order #******** Contact Info ****************************** ******************************************************************** ************** Build.com dispatched the order on Monday with an expected delivery date of Tuesday. However, concerns about the package being lost have arisen as the package was initially tracked in ********** showing that it was damaged but im located in ************ and after two days, ***** claimed to have delivered it despite the me being home all day without any notice of delivery or paperwork. This situation is frustrating as I contacted the merchant they advised me they will refund me as a one time courtesy but I have yet to receive a response they advised this processed is taking longer than usual due to it being complex but there nothing complex about it ***** failed to do their job correctly and now I want to get my money back because I have no reimbursement and no package !

  Business response

  07/10/2024

  Good Afternoon,

  I sincerely apologize for the unsatisfactory experience you have had with and for the inconvenience this has caused. Since a dispute was filed, I can advise that you check with your credit card company for an update on the refund. We greatly appreciate your business!

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My return has been delivered for over a month and they have yet to refund me even after calling them multiple times. Each time I call they say something different. I will either get told that they're having a problem with PayPal or that they're still investigating. I used the shipping label they gave me and it was delivered and signed for.

  Business response

  05/29/2024

  Hi *******,
  
  I sincerely apologize for the delay receiving the refund for the items returned and for the inconvenience this has caused. I have issued the refund to you today. The refund should appear in the account on the order within 1-7 business days. Please let us know if we can be of any further assistance. We greatly appreciate your business! 
   
  
  

  Customer response

  05/29/2024

  I am rejecting this response because:

   

  I havent gotten any email or PayPal update stating that I was refunded.

  
  

  Business response

  05/31/2024

  Good Morning,

  Per my previous email, the refund is unable to be processed by our Finance Team at this time. Please contact PayPal or file a chargeback via your banking institution to receive the refund. I apologize for the inconvenience this has caused. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/06/24 ordered online from Build.com (aka Build by Ferguson) a Kohler drop in sink. Order # ********. Total $264.41. Shipped by ***** Tracking#************. Delivered to front porch at 3:47pm on 5/8/24. We opened said shipment for plumber who arrived to install on 5/11/24. Sink was broken, so I called Build.com. I also emailed them and they requested photos which I immediately sent them which they refunded the total amount.My problem is that they will not have ***** (or other carrier) to pick up "their" broken & heavy sink in a extremely large box, but tells me that "its my responsibility to dispose" of their heavy broken product. Five emails/3 phone calls/voicemails & 3 chat sessions later, it still is left unresolved and they won't do their due diligence in removing their broken product, nor have their carrier to do so, which caused the broken item.l cannot pick it up, it is too heavy, I am not paying $100 to have someone pick it up and pay the landfill to dispose of. This is NOT my responsibility, nor should it be!I cannot believe they are in business, doing customers this way.I am wanting this picked up, so I can freely walk on the porch and paint my front porch as I had planned to do, but cannot with it still there,

  Business response

  05/28/2024

  Hi *****,
  
  I sincerely apologize that the Kohler sink ordered arrived damaged and for the inconvenience this has caused. We strive to package items efficiently as well as use carriers that deliver items with the utmost care, free of damage and regret this was not your experience.
  
  Unfortunately, when items are delivered damaged, the item can be disposed of by the customer and ******************** is unable to pick up the item. We again, apologize for the inconvenience all of this has caused. We greatly appreciate your business! 
  
  

  Customer response

  05/28/2024

  I am rejecting this response because, the broken sink is sitting right where ***** dropped it on my front porch. I am elderly and cannot pick it up, much less dispose of it.

  Just because Build-by-Ferguson says, "the item can be disposed of by the customer and ******************** is unable to pick up the item." doesn't mean that's how it works.  As i have said time after time, I canNOT lift it to dispose of it. The broken item was again, no fault of my own, but should be YOUR RESPONSIBILITY. 

  You could send a pickup ticket for *****, or other carrier, to pick it up to do whatever with it, as I cannot.

  I would have to pay someone $100. to travel to my home, pick it up and take it to the landfill to dispose of, which they would be charged by the county for disposal.

  Build by Ferguson proves that **************** is something that means nothing to them, their actions should speak louder than their words,

  I will accept $100 refund, so I can get someone to come lift it and take it to be disposed of at a county landfill, which is the only place that would accept it, but for a charge.

  
  

  Business response

  05/29/2024

  Hi *****,

  Although we are unable to facilitate the disposal, if there is a disposal fee in your area and a receipt can be provided we are happy to reach out to Finance and issue a reimbursement check of up to $100. Please be advised once a receipt is provided, the check can take 2-6 weeks to arrive to the shipping address. Please also confirm the proper shipping address for the check to be sent to upon receiving a receipt for disposal. 

  Customer response

  05/30/2024

  I want the case to remain open until you have upheld your part of the agreement. The receipt may be from a local handyman business that picks up and hauls off such things. It would include what they pay for the disposal.

   

  
  

  Business response

  05/31/2024

  Hi *****,

  Our company can cover a disposal reimbursement as high as $150 as the maximum. Once I have a receipt, I am happy to assist you further. I am unable to control the status of the case as that is through BBB directly. 

  Customer response

  06/03/2024

  I am temporarily rejecting this response until (1) I get the necessary information, such as who (name & title) that I should direct the receipt to. The email address, or means to submit the receipt and finally, your agreement to give me a couple of weeks to get this picked up and disposed of. 

  I will be searching for someone to pickup the sink, dispose of it at the landfill and write me a receipt. This may take a few weeks, so I appreciate your patience while I get this broken sink off my front porch.

  Thank you.

  *************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed 4/9/2024 $1,276.09 Vigo VG601136WL 1 sku with 2 items Shower Glass Doors and Shower Base Goods delivered 4/22/2024 Shower base defective (scratched up the front and small bubbles all over the surface of the item) box not damaged Did not inspect glass doors Contacted build.com same day 4/22/2024 to request return 4/24/2024 received confirmation of request to return and next steps were email with label to be sent in seperate email and to secure any items that came on a pallet back on a pallet (glass doors were secured to pallet the shower base was not delivered with one)4/25/2024 reached out for label via email and was told by build.com they are processing the return 4/29/2024 reached out for label and ********************* said he is trying to figure out what is going on notified them that replacement item is arriving Friday and I dont have room for both items they would need to pickup before then 4/30/2024. Received copy of BOL for R&L Carriers with scheduled pickup on 5/3/2024 between 8:30am and 4:30pm 5/3/2024 12:32pm reached out to carrier they said theyd be here by 4:30pm and Im scheduled 5/3/2024 4:17pm reached out to carrier they said they arent coming and build.com didnt indicate it was a residence 5/3/2024 4:30pm spoke with ******* at R&L And he said he will get a driver out there he was going to be coming from ****** and would be there by 6pm 5/3/2024 6:30pm spoke with local R&L ************** in ** and was told the driver was not coming and they would likely pickup up Monday Build.com has brushed me off when I call or chat saying to contact the carrier each time but they are the customer

  Business response

  05/07/2024

  Hi *******,
  
  We sincerely apologize that the carrier failed to pick up the return for the order placed with us several times and for the inconvenience this has caused. We strive to use carriers who are reliable, communicate efficiently and who provide courtesy service and regret that was not your experience. 
  
  The return has been retrieved from the shipping address and we have issued the refund to you. The refund will appear in the account on the order within 1-7 business days. Please let me know if I can be of any further assistance. We greatly appreciate your business! 
  
  

  Customer response

  05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  This was a rough experience with the seller and the selected carrier to carry out the return of the defective item they sold.  
  

  I will keep an eye out for the refund and return should it not be received within the time noted above.  Thank you for your help.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩