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:11/26/2024

  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 originally placed Order #******** where the product price was matched to market value at $29.99. I wire transferred Build almost $15,000 to pay for it but they cancelled my order days later anyways. I cancelled the wire transfer to recover my money and tried again with a smaller order.Order ******** was created by Build and the product price was higher ($32.58 each).All Im asking for is a $699.30 ($2.59270) partial refund to match the previous pricing I had (quoteNumber 3X34M7FRW8).Im also willing to accept another 24 qty for no additional charge to make up for the difference.

  Business Response

  Date: 11/28/2024

  The original order was unable to be completed and was subsequently cancelled and refunded a month ago. This new order was paid in full and the price at time of purchase had gone up $2.50 per unit. We are unable to discount the order as it has already processed. We can cancel and refund in full if the customer prefers.

   

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

• Initial Complaint

  Date:11/21/2024

  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 ordered a vanity from build.com, it was supposed to be delivered yesterday. Their delivery guy demanded $150 to move five steps further from where he wanted to place it, said or else he would take it away from me. It was horrific. I told him to leave wherever he wanted to leave it and I will just file a complaint later. I asked him to move five steps because the storm was coming, it would be the difference of under the roof or not. He then took my vanity and refused to deliver. I told him he couldnt do it because I paid for it its mine, he said I cant do anything about it since its in his truck. He abducted my vanity and left! Since then I sent multiple emails to build.com company, no one ever wrote back to me. When this first happened I went to their website to chat, my chat was blocked. Although later it became active again but no one took my chat. The number thet left on their website was a fax tone first, hours later when I tried to call again I reached someone. Although she said I would receive a refund when I asked her to send me any written proof re refund, she said no, this call was it because it was recorded. But how do i even know its recorded? She also said I wouldnt receive any refund unless the vanity is back in their warehouse, however Im not responsible for their delivery guys abduction of my vanity! By all means, the guy could choose not to bring it back to their warehouse and sell it somewhere else. I am writing and seeking help to get my full refund right away.

  Business Response

  Date: 11/22/2024

  Hi *****,
  
  I sincerely apologize for the unsatisfactory delivery experience you had with us and for any inconvenience this has caused. We strive to work with reliable carriers and regret this was not your experience. While freight *** shipments are curbside delivery only, it is important to us to provide helpful customer service from order to delivery. I reviewed the order,and we have issued a refund in the amount of $1,472.37 to the original payment method on 11/22. Refunds can take 1-7 business days to process with your financial institution, so please keep that in mind. We greatly appreciate your business!
  
  Sincerely,

  
  ***** ******

• Initial Complaint

  Date:11/06/2024

  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 purchased a bathroom vanity cabinet that arrived damaged. The vendor agreed to replace the cabinet and to cover the cost of disposing of the damaged cabinet. I submitted a receipt for the disposal costs ($485.52) to the vendor and followed up multiple times with no response. On my last follow-up, the customer service representative said that they sent the receipt to their manager for approval. That was over 1 month ago. This has been going on for 8 weeks. I would like to be reimbursed $485.52 for the disposal costs I incurred in getting rid of Build.com's damaged shipment. They verbally agreed to reimbursement but have not kept their word.

  Business Response

  Date: 11/12/2024

  Good Morning,

  I sincerely apologize for the delay receiving the refund for the disposal of the defective item received and for the inconvenience this has caused. We have made a one-time exception and issued the refund of $485.52. Please be advised that in the future, disposal reimbursement applies to the disposal fee only up to $150 under approval and special circumstances. The refund for the disposal 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

  Date:11/04/2024

  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.

  Hi - Bought an item on line yesterday from this business. I ordered the wrong size and immediately tried to cancel. I used the cancel button and it wouldn't cancel it. They had business hours listed for Sat/Sun to call or chat with them so I tried both. It said they were closed when clearly they have business hours listed on their website. I called early this morning and have been 50th on hold and down to 11th in the chat area and then I get kicked out. I finally got thru on the chat and ****** W told me it was already shipped. I told her to cancel it and she disconnected the chat. They will charge me $7 to return it when I wanted to cancel in the first place in plenty of time. It appears from the reviews, I am not alone thinking this is not a great customer service organization. I want all my money back, not minus the shipping.

  Customer Answer

  Date: 11/04/2024

  Here is my receipt from yesterday.  I could not cancel on line.  They had business hours listed but when I called it said they were closed.  When I initiated the chat function.  It said no one was available to chat.  I couldn't log in to my Build account so I couldn't see the status of my order.  I also sent them an email telling them all I have told you.  No one has repsonded to me yet.

  Business Response

  Date: 11/06/2024

  Hi *****,

  I sincerely apologize that the order placed with us was unable to be cancelled as well as the long hold times and difficulties you had reaching customer service in regard to cancelling the order placed with us and for the inconvenience this has caused. We strive to ship orders as swiftly as possible as well as cancel orders as soon as possible when necessary and regret this was not your experience.

  While we are unable to cancel the order because it has already shipped, I have waived the return shipping fee for the return as this should not be your responsibility. Please advise when the order placed with us is put in the mail to be returned to the return destination specified via the prepaid label provided so I can ensure your refund in a timely manner.

  We again apologize for all of the inconvenience this has caused. We greatly appreciate your business!

  Business Response

  Date: 11/06/2024

  Hi *****,

  I sincerely apologize that the order placed with us was unable to be cancelled as well as the long hold times and difficulties you had reaching customer service in regard to cancelling the order placed with us and for the inconvenience this has caused. We strive to ship orders as swiftly as possible as well as cancel orders as soon as possible when necessary and regret this was not your experience.

  While we are unable to cancel the order because it has already shipped, I have waived the return shipping fee for the return as this should not be your responsibility. Please advise when the order placed with us is put in the mail to be returned to the return destination specified via the prepaid label provided so I can ensure your refund in a timely manner.

  We again apologize for all of the inconvenience this has caused. We greatly appreciate your business!

  Business Response

  Date: 11/06/2024

  Hi *****,

  I sincerely apologize that the order placed with us was unable to be cancelled as well as the long hold times and difficulties you had reaching customer service in regard to cancelling the order placed with us and for the inconvenience this has caused. We strive to ship orders as swiftly as possible as well as cancel orders as soon as possible when necessary and regret this was not your experience.

  While we are unable to cancel the order because it has already shipped, I have waived the return shipping fee for the return as this should not be your responsibility. Please advise when the order placed with us is put in the mail to be returned to the return destination specified via the prepaid label provided so I can ensure your refund in a timely manner.

  We again apologize for all of the inconvenience this has caused. We greatly appreciate your business!

  Business Response

  Date: 11/06/2024

  Hi *****,

  I sincerely apologize that the order placed with us was unable to be cancelled as well as the long hold times and difficulties you had reaching customer service in regard to cancelling the order placed with us and for the inconvenience this has caused. We strive to ship orders as swiftly as possible as well as cancel orders as soon as possible when necessary and regret this was not your experience.

  While we are unable to cancel the order because it has already shipped, I have waived the return shipping fee for the return as this should not be your responsibility. Please advise when the order placed with us is put in the mail to be returned to the return destination specified via the prepaid label provided so I can ensure your refund in a timely manner.

  We again apologize for all of the inconvenience this has caused. We greatly appreciate your business!

  Business Response

  Date: 11/06/2024

  Hi *****,

  I sincerely apologize that the order placed with us was unable to be cancelled as well as the long hold times and difficulties you had reaching customer service in regard to cancelling the order placed with us and for the inconvenience this has caused. We strive to ship orders as swiftly as possible as well as cancel orders as soon as possible when necessary and regret this was not your experience.

  While we are unable to cancel the order because it has already shipped, I have waived the return shipping fee for the return as this should not be your responsibility. Please advise when the order placed with us is put in the mail to be returned to the return destination specified via the prepaid label provided so I can ensure your refund in a timely manner.

  We again apologize for all of the inconvenience this has caused. We greatly appreciate your business!

  Business Response

  Date: 11/06/2024

  Hi *****,

  I sincerely apologize that the order placed with us was unable to be cancelled as well as the long hold times and difficulties you had reaching customer service in regard to cancelling the order placed with us and for the inconvenience this has caused. We strive to ship orders as swiftly as possible as well as cancel orders as soon as possible when necessary and regret this was not your experience.

  While we are unable to cancel the order because it has already shipped, I have waived the return shipping fee for the return as this should not be your responsibility. Please advise when the order placed with us is put in the mail to be returned to the return destination specified via the prepaid label provided so I can ensure your refund in a timely manner.

  We again apologize for all of the inconvenience this has caused. We greatly appreciate your business!

  Customer Answer

  Date: 11/06/2024

   
  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.

   

  But the represenative from Build.com said to reach out when then item is returned, but who do I reach out to?  There was no name or contact information.  

  
  

• Initial Complaint

  Date:10/02/2024

  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 ordered a Jacuzzi tub from the above paid on line on 09-13-2024 on Friday 09-20-24 ***** Carriers showed up in my drive way with the tub First without Calling to Make an Appointment The driver a ***** Carriers Dropped the tub of the side of the truck the Pallet was broken and the box was severly damaged in multiple places. I asked the driver lets open the box if there is no damage I will accept the delivery the Driver said thats not how it works he will leave the tub if there is damage you can make a claim. At this time I Refused the delivery driver seem to get nastier by the minute I called the ************************** and when he heard who answered the phone his attitude changed and he took the broken tub back on his truck. They entire incendent is recorded on our home cameras. I called spoke to ******* and was told to send in the pictures of the broken palett and boxes as i have done twice with no reponse. I sent the pictures to ******************************************************* I have No bathTub in my house and a plumber waiting to install one i need my refund so I can purchase a tub and complete my project ASAP.

  Business Response

  Date: 10/03/2024

  Hi *****,
  
  I sincerely apologize for the unsatisfactory delivery experience you have had with us via the carrier used to deliver your order as well as that the product ordered arrived damaged and for the inconvenience this has caused. We strive to provide a streamline delivery experience using courteous carriers with timely delivery as well as customer service and regret this was not your experience. 
  
  As of 10/1, the refund has been issued in the amount of $2580.11. 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!

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because: I had no choice of carriers and paid $2730.11 for the tub that came damaged. Your Refund amount is not what I paid and want a full refund as this was your companies fault that your company ******

  Thank You

  
  

  Business Response

  Date: 10/04/2024

  Hi *****,

  I sincerely apologize that my previous response was unsatisfactory and for the inconvenience this has caused. I have refunded the additional $150 for the order and the order has now been refunded in full. 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: 10/07/2024

   
  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.
  
  

• Initial Complaint

  Date:09/29/2024

  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.

  Build.com kept credit information without my knowledge I was purchasing a shower unit for a bathroom project.I tried to purchase online and kept getting my card was declined? Unknowingly later Build.com charged 3 systems and they were delivered to my home. Upon returning the units I noticed that the boxes contained no invoices or pricing. It was a nightmare trying to return the merchandise with the correct labels. I did return 2 systems with labels and the other 7-10 boxes were processed as return to sender. Build.com processed my refunds per part, and now state 3 parts are missing cost ******, they are refusing to refund this amount. They are requesting tracking numbers, which I provided 6 tracking numbers and they only refunded 5 items?

  Business Response

  Date: 10/02/2024

  Hi Dwight,

  I sincerely apologize for the confusion regarding the items returned and for the inconvenience this has caused. I have issued the remaining refund today in the amount of $698.58 The refund will appear in the account on the order within 1-7 business days. All of the other returns show previously refunded at this time. If any returns are outstanding still, please advise the items/return # or order # and I am happy to help. In the future, all returns must be sent back separately via the proper labels provided and to the correct return destination to ensure a 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 Answer

  Date: 10/04/2024

  I am rejecting this response because:

  Thanks so much for the immediate refund of 698.58. After accounting we are still missing a total of 122.53. It was difficult accounting for seventeen credit refunds, when I was only billed for 5 items. Again the refund process was tedious and accounting for a myriad of refunds was beyond frustrating. Confirmation that Build.com was charging my card would have prevented this outrageous transaction. 

  
  

  Business Response

  Date: 10/08/2024

  Good Afternoon,

  I currently show that refunds have been issued for the outstanding returns. Refunds do take 1-7 business days to appear on the card. Could the refund specified possibly not be back in the account yet? Is there a specific return that has yet to be refunded? Please advise with the order # or return # and I am happy to assist you further. 

  Customer Answer

  Date: 10/12/2024

  I am rejecting this response because: there is a remaining balance remaining of 122.53. Please account for the 20, items you debited on my account. With such an atrocious amount of refunds it was difficult to account the exact total. Please refund the additional 122.53 as well. 
  

  Business Response

  Date: 10/15/2024

  Good Afternoon,

  I have reached out to our Finance Department in regard to the missing refund of 122.53 and will advise ASAP once I receive a response. 

• Initial Complaint

  Date:09/26/2024

  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.

  This is concerning the order #******** for 4x **** *** by **** 1-1/4" Smart Water Shutoff with Water Monitoring and Remote Automatic Shutoff. The return # is ******** and my expected refund was $3,383.02. The tracking number for the return is 1Z6FA2009027592031. I returned this order on the 25th of July. I called in about 2 weeks later to get some further information on my return since it had been quite some time. I was told that it was still in transit, but at this point it had been around 3 weeks so the representative opened an investigation. I followed up a few weeks later and was told that Build.com weren't able to locate the package and that it still was stuck in transit. I was then told that they would reimburse me for the order due to this issue. The representative initiated the refund over the phone but I was only refunded for 1 of the products rather than the 4 that I tried to return. That is $893.91 from the total of my order, $3,383.02 that I was promised. Since then, I reached out to Build.com customer service countless times trying to have this fixed but have had no proper assistance and none of my calls were returned. I'd speak with a representative and they'd tell me that they'll escalate the issue and get it resolved but I'd never hear back. I finally got ahold of a supervisor at Build.com today and they told me that they actually received the box and there was only 1 of the products inside which is why they were refunding me a partial amount. After hearing this, I checked the tracking information and found that the package was still stuck in transit. I even got in touch with *** to confirm this information. They gave me the same information, that the package was still lost in transit and that it had not been successfully delivered. I'm not sure what's going on at this company and why it's been a wild goose ***** for me to get the refund that I was promised. I just want proper assistance on this matter.

  Business Response

  Date: 09/30/2024

  Hi ******,

  I sincerely apologize for the delay receiving the refund for the items returned and for the inconvenience this has caused. As stated via phone, in order to receive a refund at this time, a dispute must be filed with ****** directly. We greatly appreciate your business!

• Initial Complaint

  Date:08/13/2024

  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 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

  Date: 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! 

  Customer Answer

  Date: 08/22/2024

  I am rejecting this response because: 

  On your website, you might provide a way to respond.  Theres no reply function at all, so its unclear how to respond.  Im emailing you instead.  Per the message Build.com, they asked for the order numbers.  Here they are:

   

  Range:  Order #********          Model #PCFI3670AF

  Lavatory Cabinet:  Order #********       Model #K-35021-SWK 

   

  Its also worth noting that there were some strange things that happened during this delivery.  I got notified on May 17th that it was on the way, but when I clicked on the tracking link, it says it was delivered to an address in *******, ** on May 5th (before the notice that it was on the way).

  See the two snapshots below.  Then, when it didnt show up a couple of weeks later, I had to call Build.com to ask why.  I think it was the weekend after Memorial Day.  Then, it gets delivered that next Monday.

  Im thinking it was mis-delivered to *******, **, then sent to ********** and delayed at the ***** warehouse for some reason.  It was really odd.

  
  

  Business Response

  Date: 08/23/2024

  Hi ******,

  Thank you for your response. For the Kohler vanity, I am currently looking into the vanity issue for you and will advise ASAP. For the range, as stated on our website, damages and defects must be reported within 48 hours of receipt. If damages and defects are noted after that period, we must refer you to the manufacturer directly for further assistance. Please contact ********** and they can assist you further at their discretion. 

  Customer Answer

  Date: 08/26/2024

  I am rejecting this response because:  I feel anyone ordering an appliance for a home renovation, especially one with a long lead time, would do so well in advance of when it would be needed on site - to ensure timely receipt.  Damage is not typically obvious until the appliance is unboxed, which is likely to take place well after 48-hour window mentioned.  As such, I feel Build.com bears some responsibility.
  

  Business Response

  Date: 08/27/2024

  Hi ******,

  Please see the policy on our website for our customers to view prior to purchasing. Per our appliance vendors and carriers, appliances should be inspected immediately and damages reported within 48 hours in order for Build with Ferguson to be of assistance. Based on our policy stated on our website, my only option is to refer you to the manufacturer directly for further assistance if applicable. I apologize for the inconvenience this has caused. 

  Damaged Appliance Returns
  If the item is found to be damaged during shipping, and you notice the damage upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report damage.

  Business Response

  Date: 08/27/2024

  Hi ******,

  Please see the policy on our website for our customers to view prior to purchasing. Per our appliance vendors and carriers, appliances should be inspected immediately and damages reported within 48 hours in order for Build with Ferguson to be of assistance. Based on our policy stated on our website, my only option is to refer you to the manufacturer directly for further assistance if applicable. I apologize for the inconvenience this has caused. 

  Damaged Appliance Returns
  If the item is found to be damaged during shipping, and you notice the damage upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report damage.

  Business Response

  Date: 08/27/2024

  Hi ******,

  Please see the policy on our website for our customers to view prior to purchasing. Per our appliance vendors and carriers, appliances should be inspected immediately and damages reported within 48 hours in order for Build with Ferguson to be of assistance. Based on our policy stated on our website, my only option is to refer you to the manufacturer directly for further assistance if applicable. I apologize for the inconvenience this has caused. 

  Damaged Appliance Returns
  If the item is found to be damaged during shipping, and you notice the damage upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report damage.

  Business Response

  Date: 08/27/2024

  Hi ******,

  Please see the policy on our website for our customers to view prior to purchasing. Per our appliance vendors and carriers, appliances should be inspected immediately and damages reported within 48 hours in order for Build with Ferguson to be of assistance. Based on our policy stated on our website, my only option is to refer you to the manufacturer directly for further assistance if applicable. I apologize for the inconvenience this has caused. 

  Damaged Appliance Returns
  If the item is found to be damaged during shipping, and you notice the damage upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report damage.

  Customer Answer

  Date: 08/29/2024

  I am rejecting this response because:  That's certainly your policy, but it's unrealistic.  Unboxing a large appliance prior to installation is unwise, and damage isn't immediately apparent before that happens.  In other words, full inspection is a practical option only if someone is replacing an existing appliance and has an immediate need.  But in the case of a renovation or new construction, it's unlikely that delivery and installation will coincide within your 48-hour window.

  Sears/Frigidaire have already told me that the warranty will not cover shipping damage, and they can't confirm that the panels are even available as a replacement part.I may be faced with replacing the entire $5,000 range.  Obviously you realize I have no recourse, but I would also hope a business that strives for excellence might feel some sense of responsibility for a situation such as this.

  
  

• Initial Complaint

  Date:07/30/2024

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/25/2024

  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 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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?