ComplaintsforBuilderDepot Inc
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Complaint Details
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Initial Complaint
09/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered an umbrella stand through Walmart.com, which apparently was being sold by a third party Builderdepot.com. When it arrived it was damaged and not as described. I reached out to let the seller know that the packaging was compromised and most likely the item was damaged and asked what I should do. They stated to open the package and if it was damaged they would send a new item or a refund. When I opened the item it was damaged and when I put a magnet on it I confirmed it was Cast Iron and NOT Cast Aluminum as described online. I reached out to Builderdepot who asked for pictures, which I sent. They then stated that they were reaching out to *** to get a refund, I was told the refund was approved. After about a week I had not received my refund and reached out again to be told I would receive it in 1 - 2 business days, then they ghosted me and completely stopped responding to emails. They got paid twice for a defective item, once from me and once from ***, and still have not sent me a refund. This is unacceptable and this company needs to fire their "customer service" rep ******Business response
09/09/2022
We do sincerely apologize for the delay in the refund. It has been issued now and should have been done a long time ago. This did slip through the cracks and we will endeavor to ensure this doesn't happen to future customers going forward.
Initial Complaint
06/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 23, 2022 I placed an order on Shopmyexchange.com via marketplace with a vendor called Builderdepot.com for a ************* Washer 3100PSI for $599.54. Item was received April 27.On May 1, 2022, the ************* Washer was assembled as per the instructions. Several attempts to start as per instructions it would not start. After that the pull cord started to fray. The item was dismantled and returned to the box with all gas and oil drained from it.May 2, 2022 I went Builderdepot.com to request an ***. The info completed and sent on their website. After not hearing back on the *** request, I located their website and tried various customer service phone number ext. leaving the same message at each one: *****************, 104, 107, 108. To this day I have never received a call back from them. May 20, 2022 I received an email with an *** number and instructions to return item to *******************, **************************************** with *** # ****** (*****). May 23, 2022, item was packaged & shipped via *** to address stated in Builderdepot *** email and *** #1Z06F8F34211979134 was sent to them as per their request. May 25, 2022 item was received at Blize Mize by a Beranto on the Dock. June 2 after numerous calls and msg left at various extensions at Builderdepot.com, I received an email from *********************** indicating my return was still being processed and a little more time is needed. This is because normally the mfc must deal with defective products and issue the refund, but in this case we will do that and this translates into a few more days than it would normally take. I believe it will all be wrapped ** in the coming week. I will keep you posted. Thank you for your patience and understanding. As of this date June 23, 2022 after numerous more calls to Builderdepot customer service leaving messages, as well as, additional emails regarding my refund status all my attempts have not yielded any return or credit to my card.Business response
06/28/2022
There was definitely some confusion and miscommunication on this return for this customer. This particular item is supposed to be returned directly to the manufacturer if there is any sort of issue with it. This was not noted at the time and we had the customer send the item back to our returns warehouse. This has lead to number of issues getting it back to the right place so it can be evaluated and deemed a valid return (ie: the customer didn't damage it etc....). This certainly took far longer than it should have and we are reviewing how we can avoid a similar situation in the future.
The customer has now been fully refunded (a few days ago) and we apologize for the inconvenience caused.
Initial Complaint
09/27/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered Sept 9th 2021 #****** from Builder depot. Received a tracking from them on Sept 24th for ******* Express Tracking Number: **********. My item shows to be delivered in ****** ******** via the tracking info provided by builderdepot. I live in *************** ****. Sent several emails and left voice messages with builderdepot.com and no call backs and no info about my order. Looking to get refund of my money $2253 Item Description:1 Each MRCOOL DIY+ 3rd Gen ****** BTU 16 SEER Smart Ductless Mini-Split AC and Heat DIY-36-HP-230B25 Price=$2249.00 Shipping: $ **** Total Amount: $ ******* Shipping Information:Name: *********************** Address: ********************************************************************: *************** Province/********** Zip ***** Carrier Name : ******* Express Carrier Phone : ************ Tracking Number: ********** Tracking Link: https://averittexpress.com/tracking/ltl/by-idInitial Complaint
08/12/2021
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I placed an ordered on July 24, 2021 for a total of 5 items that came out to be $199.89. Brand new. I received the merchandise July 28th and 29th, 2021. At that time, I noticed that that the packaging had been poorly sealed and/or tampered with, and that was with each and every package. So, on July 29, 2021, I attempted to contact BuilderDepot and request a refund, because all of the items that I had received had been either, tampered with, dirty, opened, used and or refurbished, marked up and old. I also provided them with some pictures of the items that I had received. I have only received one response from them, and that was the initial response apologizing for shipping an item that had previously been returned. I guess that they did not get the previous message advising of the other four items. I sent the pictures, I have not heard anything from them. I have sent a followup requesting a RMA and still, no response. I am requesting a full refund.Business response
08/25/2021
All the items this customer is referring to on their order were purchased from our clearance center which is items that have been heavily discounted because they are customer returned items. They are likely to have been opened or tried out. The packaging could be beat up or incomplete. These items are not returnable due to this.
We would be willing to offer some reasonable compensation but given the customer knew these were discounted items we can not offer a full refund.
Customer response
08/25/2021
Hello,
It's obvious that they had no intention on sending out used, refurbished, opened and dirty items. Because I received the following message from one of their Associates named, Nitsa G*****. I pasted the following message from the email. As for what I knew, and what I expected? Not junk. I expected some form/type of standards and quality.
Nitsa G***** <**********************>
To:****** ****
Thu, Jul 29 at 2:30 PM
Hi ******,
I am very sorry to hear that we shipped an item which appears to have been previously returned. This should have not happened, please accept our sincere apologies.
Please forward a photo showing this item.
thank you
Show original message
--
Nitsa G*****
Supplier Relations and Development
Builderdepot, Inc.
***************************
T: ****************
T: ************This was the first response that I received.
Full refund.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.