Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Build.com on Monday 2/6/23. The primary reason I selected this vendor to order from is that the website stated that the items were in stock, and would ship in 1-2 days. On Thursday 2/9/23 (3 days later), I got an email that most of my order was being shipped, but one of the items was backordered. On Friday 2/10/23, I checked the website and it still stated that the item is in stock. 1) I was to get the item ordered by the date I was originally promised.2) Build.com is using fraudulent claims on their website to attract customers. They don't have these items in stock - they merely think (hope?) that their vendor has it in stock. Even after they knew that the item was backordered, the website still says it is in stock!!!

  Business Response

  Date: 02/14/2023

   Hi ********,
  
  I sincerely apologize for the confusion and for the inconvenience this has caused. The item ordered has a 1-2 business day lead time before the order was to be shipped. Unfortunately, the lead time given via the manufacturer can not be bypassed. The item shipped as of 2/13/23 via *** tracking #1ZX624180353857326 and shows delivered as of 2/14/23. Please let me know if I can be of any further assistance and I am happy to help. We greatly appreciate your business!
  
  

  Customer Answer

  Date: 02/14/2023

  I am rejecting this response because:
  

  Customer Answer

  Date: 03/08/2023

  I am rejecting this response because:

   

  I rejected Build.com's response.  I tried to type a reason but something was wrong with my browser.  

  My reason for rejecting the response is that they only addressed one of my concerns.  My bigger concern with build.com is that the website contains misleading and borderline fraudulent information.  The website consistently stated that the product I needed was "in stock" and "leaves the warehouse in 1-2 days".  Even while I was getting notification that the item was backordered, the message on the product page was the same.  I communicated with their customer service who told me that they don't know when an item is in stock, because their vendors ship the items.  They also told me that it is the vendor who puts the "in stock"  on build.com.  (sounds like passing the buck...)

  
  

  In short:

  If Build.com cannot know if an item is in stock, their website should say that it is in stock.  

  Doing this is misleading to customers.  

  Blaming another company does not change that they must take ownership of their own website.

  
  

  Business Response

  Date: 03/09/2023

  Hi ********,
  
  I sincerely apologize if my response was unsatisfactory and for the inconvenience this has caused. Taking a look at the attached order confirmation, not all of the items have a 1-2 day lead time. One of the items has a 6-9 day lead time and until all items were available to ship since they were of the same brand, the order went into a short back order status. I again apologize for the inconvenience this has caused. We greatly appreciate your business!
  
  

  Customer Answer

  Date: 03/10/2023

  I am rejecting this response because:

  You are missing my main point: your website should never say that am item is in stock when you know that the item is backordered.

  
  

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled an order 11/10/22 and have not received refund:* Ordered 11/9 ($884.13)* Called to cancel 11/10 & ordered correct tub ($1,240.62)* 11/14 Atech rep calls from ************** hub to confirm delivery - had BOTH tubs on truck (which only proves it hadn't already shipped before I cancelled). I told rep I only wanted ONE tub, and refused delivery of the other.* Refund never showed up on credit card. Contacted Build.com several times by email (I have an email chain of 32 emails dealing with this issue and it still has not been resolved).* 11/29 email shows that I it was approved for full refund.* I have received two refund summary emails for $884.13 (11/10 & 1/26)* On 2/2 I received another refund summary showing $799.13 & request to return the item (which I NEVER received).* I was told via email that I can expect to receive the full refund of $884.13. **I am happy to forward you the email chain that includes all correspondence in regard to this situation. There is no excuse for this, and I can't afford to pay my credit card charge of $884.13, and therefore continue to get charged a finance fee each month, which I have made Build.com aware of. I am super upset that a big corporation like this would withhold an appropriate refund for so long with no resolution. PLEASE HELP!I appreciate your time with this, and look forward to your response.

  Business Response

  Date: 02/08/2023

  Hi *****,
  
  I sincerely apologize for the confusion and delay receiving the refund for the item never received and for the inconvenience this has caused. As of 2/8/23, the refund has been issued in ful in the amount of $884.13 and should appear in the account on the order within 1-7 business days. We greatly appreciate your business and again apologize for the delay and inconvenience this has caused. 
  
  

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern.  I am happy to FINALLY get my refund in full; however, I am am very displeased that it took over 3 months of over 30 emails, and only happened after turning the claim over to BBB.  They did not even offer to pay the finance charges I incurred due to the lack of prompt refund to my credit card (which I made quite clear in all my emails that I could not afford).  There is no excuse for what happened, and it was upsetting to have them try to deduct the freight of $85.00 for their own error.  I feel they try to rip off customers, hoping the customer will just give up the fight.  I will NEVER use this company again, and will make sure to advise others to steer clear!
  
  

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am following up regarding order Order #********.My order was supposed to be delivered yesterday, but I still have not received my order. I called the forwarding service and they said that it was already delivered. I have checked everywhere with my neighbors and in all of my family, and they too all said that they have not seen anything and that they would help me if they had seen anything. Can you please advise me on what can be done about my issue? I would just prefer a refund rather than a reshipment because I would rather not have this happen again They also said they would help me

  Business Response

  Date: 01/27/2023

  Hi ******,

  I sincerely apologize that the item ordered shows delivered but has yet to arrive and for the inconvenience this has caused. Per the tracking, the item shows delivered on 1/24/23 and signed by ************** Can you please confirm that you are unaware of anyone by that name that could have signed for the product? Please advise and I am more than happy to assist you further. We greatly appreciate your business!

  Customer Answer

  Date: 01/27/2023

  "I sincerely apologize that the item ordered shows delivered but has yet to arrive and for the inconvenience this has caused. Per the tracking, the item shows delivered on 1/24/23 and signed by ************** Can you please confirm that you are unaware of anyone by that name that could have signed for the product? Please advise and I am more than happy to assist you further. We greatly appreciate your business!"
  

  Hello, this is not my signature, as my name is ****** and not the name. I am rejecting it, not rejecting your help, just trying to find a solution to my ongoing issue with my order. I do not know anyone in my household who has that name. I do not know anyone who could have signed for this product at this time, as I was home to wait. Please advise me on what can be done about my issue at this time.
  

  Business Response

  Date: 01/27/2023

  Hi ******,

  We have issued the refund for the missing item in the amount of $1628.71. Please allow 1-7 business days for the refund to appear in the account. 

  Customer Answer

  Date: 01/31/2023

   
  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

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20, 2023, I placed an order for a number of items, including JennAir 36" cooktop - JGD3536GS. All items were noted as being in stock and delivery was estimated for January 24, 2023 or sooner. However, build.com failed to ship the cooktop for days and then shipped it from a distant location. While it has only been 5 days from my order, I have been advised that my item will not arrive for weeks - delaying my entire renovation at a significant cost.

  Business Response

  Date: 01/26/2023

  Hi *****,
  
  I sincerely apologize that the item did not ship or arrive when expected and for the inconvenience this has caused. The order for the cooktop was placed on January 20th and sourced where stock was available. Unfortunately, at the warehouse where stock was available, the order was placed after the cut off to ship that day and was shipped on Monday the following business day after the order was placed. 
  
  We strive to ship items as soon as possible as well as ship items via freight within **** business days pending a delivery appointment with the carrier as it is dependent upon their schedule and availability. I apologize again that this did not work for your project timeline and for the inconvenience this has caused. We are currently attempting to return the item to sender so it is not received. We greatly appreciate your business!
  
  

   

• Initial Complaint

  Date:12/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/06/2022 and 12/08/2022 I ordered 3 appliances from Build.com. The 1st appliance, microwave, arrived 12/14/2022, everything was fine with this appliance. The 2nd appliance, dishwasher, arrived 12/20/2022. The box was in good condition and from visual inspection the appliance was as well. I did not remove all the protective plastic and tape from the appliance before it was installed in order to keep it from getting scratched or dinged during installation. The 3rd appliance, Range with double oven, arrived 12/21/2022. The same that occurred with the dishwasher did so with the range. I started installation on 12/23/2022, microwave and range. As I finished range installation and was taking all the protective plastic and tape off, I noticed a dent to the door of the bottom oven door that was not visible before. The next morning, I installed the dishwasher and the same happened with it. The top right corner of the dishwasher door had been dented but was not visible before. I contacted Build.com that afternoon, described what happened, and sent them pics of the damage. They replied all they could do is a small credit. I only have 48 hours to fully inspect the items, taking all protective plastic and tape off, before they are installed, to file a report and have them do any more. I found this completely unsatisfactory of a company that carries a BBB+ rating, and states on its website customer satisfaction guaranty. I was not asking for new replacement appliances, but at least a range oven door replacement and dishwasher door replacement. They did send me damaged appliances and that is not what I ordered. I hope there is something you can do to help correct this situation or at least keep it from happening to someone else.Thank you, ***************************.

  Business Response

  Date: 12/29/2022

  Hi ****,
  
  I sincerely apologize that the order placed with us arrived damaged and for the inconvenience this has caused. Unfortunately, as stated on our website, we have a strict appliance policy that requires damages and defects to be reported within 48 hours of receipt of the items. If damages and defects are reported outside of the 48 hour window, the issues must be handled under warranty by contacting the manufacturer, if applicable. Please contact GE directly for further warranty information and warranty assistance options for replacement parts. 
  
  

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is ?related to the purchase of a Frigidaire induction cooktop FPIC3677 for $2,159 through Build.com.Such unit was not available for display in local stores at time of purchase & very expensive but since advertised as the flagship,top of the line,professional version of the Frigidaire cooktop range,we bought it to replace a professional Viking cooktop assuming that it would be very high quality/reliability.Ordered 10/19/22.Order #********.As shipping took much longer than expected,asked Build to cancel order.They created a return order 11/4/22.We then assumed they had asked their carrier to return the shipment.They didnt.Were surprized to be contacted for delivery 11/8/22.We decided to give the unit a try assuming it could be still returned.At 1st very disappointed by cheap quality of ******************* trim, then at first turn on,noticed that large burner did not work.Contacted Build 11/14/22.They told us to contact Frigidaire which we did but had to wait 11/23/22 to get a contractor to our home.Confirmed failure and told he had to order parts.Since then,we are waiting.Unable to use that burner,the most used on cooktop,since more than a month.Frigidaire still unable to tell us when it will be repaired.Unacceptable for brand new so expensive unit already fully paid.Noticed in reviews other customers experienced same issue,pointing to design flaw in unit,& same difficulties for repair.We do not have any trust in that unit anymore.Asked Build and Frigidaire for return/refund.Both refuse,making each other responsible,hiding behind very deceptive policies.Build cancelled the return order,claiming no return 30+days after order.Is that realistic when shipping takes 3 wks + several weeks to confirm the defect?How to find that unit is defective without installing and testing it?Frigidaire claims to be allowed 3 repair attempts before replacing the unit.Claim they cannot refund as we did not buy from them,which was impossible as they do not sell directly.

  Business Response

  Date: 12/19/2022

  Hi ******,
  
  I sincerely apologize for the difficulties you have had with the item purchased and for the inconvenience this has caused. We strive to provide showroom quality products that are delivered with the utmost care and in pristine condition and regret this was not your experience. 
  
  We have made one time exception and set up a return for the item can be returned for a refund. Once the item is picked up, please let us know so we can ensure your refund in a timely manner. We greatly appreciate your business and again apologize for the inconvenience this has caused. 
  
  

  Customer Answer

  Date: 12/19/2022

   
  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. Please ask Build.com to provide me with more detail regarding the return process: return reference, ship to address and shipping voucher. 
  

  Best regards.

  
  

• Initial Complaint

  Date:11/22/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely poor customer service. I called to inquire about an item, explained I needed shipping to happen quickly, was pressured by sales person to order and told that I could cancel if the shipping showed too slow for my needs. Was told there was only 5 in stock and that someone could come in and buy all 5 and I wouldn't be able to order one. Assured I could cancel once I found out the shipping date but I needed to order. Placed order. Saw on the website the shipping date was 3 weeks out. I have a screen shot. I immediately called and emailed the contact person who pressured me, plus others at Build with Ferguson, at least 4 times and they did not cancel order, even though it still showed on the website as ship date Dec 13, 2022. I called again and the man said the original sales person I had placed the order with was real busy and would call me within the hour. Nothing two hours later. Now they want to ship it but I had made other arrangements and want me to return it. Even though I was pressured into buying, promised I could cancel, and received poor customer service they refuse to cancel the order. 1) I want a refund of my money 2) I want the item cancelled and do not want to return an Item I clearly canceled timely. I already have the item bought somewhere else so don't want two. I had to order elsewhere because it would take too long to arrive. Order was in November.

  Business Response

  Date: 12/01/2022

  Hi *****,
  
  I sincerely apologize that the order placed with us was unable to be cancelled as well as for the unsatisfactory experience you had with our customer service representatives and for the inconvenience this has caused.  
  
  Once an order is placed and processed which is done in a swift time frame, sometimes a matter of minutes, we are unable to cancel an order.  We have however, set up a return so the item can be returned for a refund. We have also issued a prepaid label at our expense for the return. While the item must be returned to receive a refund, I am happy to issue a call tag where the item is picked up from the porch of the shipping address if that is more convenient. Please advise if you would like to proceed with the call tag and I am happy to help. 
  
  We greatly appreciate your business and again apologize for the unsatisfactory experience you have had with us. 
  
  

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online to order a sample doorknob to provide to my contractor at 5:13pm At 5:35pm I decided not to order. I was told it was too late to cancel. I literally ordered and tried to cancel within minutes and am being denied. I am asking for a full refund

  Business Response

  Date: 11/21/2022

  Hi *****,
  
  I sincerely apologize that the order placed with ** was unable to be cancelled shortly after being placed and for the inconvenience this has  caused. 
  
  We strive to process orders as quickly as possible depending on the vendor used and once processed, items are unable to be cancelled. We have however, set up a return at our expense since the order was unable to be cancelled. Once a return is created, return information should be received via email within 1-5  business days. 
  
  We greatly appreciate your business and again apologize for the inconvenience this has caused. 
  
  

  Customer Answer

  Date: 11/21/2022

  I am rejecting this response because: I had paid for expedited shipping. I do not want just a refund of the item I want shipping and tax refund. I cancelled order within a 20 min timeline under ************************************************************************ which i still have not received

  If it was a 2-3 business day turn time for shipping its been clearly a week now 

   

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

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

  
  

  Business Response

  Date: 12/01/2022

  Hi *****,

  Upon receipt of the item to the return destination, I am happy to issue a full refund for the item. Please advise when the item is put in the mail via the return label we have provided and I am happy to assist you further. 

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on 10/20/2022 from Build.com order # ******** with delivery date of 10/24. On 10/24 I called about my delivery and was told item wasn't been shipped but is in stock and easiest way in this situation is to return and expedite new order # ********. Week later I called again asking why my item hasn't been shipped and the answer was it will be shipped on 11/09 (It wasnt expedited) and if I wasn't happy with it, they can always canceled an order so I waited until 11/11 and called back again but this time I request supervisor named *********************** asking why item hasn't been shipped and was told to give him 24hr to get an answer. On Monday 11/14 around 1:30 pacific time I called and emailed Dacota and he only replied by email saying he tried to reach out but didn't get an answer. So, it is 11/15 11:26 pacific time and an item still hasn't been shipped and I have no ETA of it.Every time I called customer service said it wasn't there false it is GE. Well there is something has to be done about it.

  Business Response

  Date: 11/21/2022

  Hi *******,
  
  I sincerely apologize that the first order placed with us was lost in transit as well as that the second order  has been delayed and for the inconvenience this has caused. We strive to ship items as soon as possible and regret this was not your experience. 
  
  As of 11/18/22, per *** tracking #1z0y17R10197903756, the order shows delivered and left at the front door at 9:41 AM. If the order has yet to be received, please let us know. We greatly appreciate your business! 
  
  

• Initial Complaint

  Date:10/28/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an oven (Frigidaire 24 inch wide 3.3 cu Ft oven $2122.16) on Sept 26. After 1 month of waiting all I am being given is a run around. I cannot get to anyone who knows what is going on. On a chat session earlier today I was told that the item is lost. Where is the paper trail? For such a large item there has to be a paper trail. My credit card company has already charged interest. Please help. I want my purchase.

  Business Response

  Date: 10/31/2022

  Hi *******,

   I sincerely apologize that the Frigidaire item has yet to be received as well as for the lack of information given in regard to the items shipping status and for the inconvenience this has caused. Based on the tracking and after corresponding with the vendor, the item was packaged and ready for shipment but tracking never showed movement which is considered a short ship. 

  
  When a short ship occurs, a replacement is set up as the original item can not be shipped and in some cases located. A replacement order was generated on 10/27/22 and shows that it will ship today via EFW Freight and tracking has been sent to the email on the order. Once tracking makes movement, progress of the shipment should be able to be viewed via the tracking # provided. We appreciate your business and again apologize for the inconvenience this has caused. 
  
  

  Customer Answer

  Date: 11/03/2022

   
  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.