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:07/20/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/16/2024

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

  Customer Answer

  Date: 07/16/2024

  The order was placed on June 10th

  Business Response

  Date: 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

  Date:07/11/2024

  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 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

  Date: 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

  Date:06/06/2024

  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.

  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

  Date: 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

  Date:05/24/2024

  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.

  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

  Date: 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 Answer

  Date: 05/29/2024

  I am rejecting this response because:

   

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

  
  

  Business Response

  Date: 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

  Date:05/17/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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.

• Initial Complaint

  Date:04/17/2024

  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.

  4/15 - placed order, website states in stock 98 and leave warehouse on 4/15 4/16 - contacted company and was told they will provide tracking 4/17 - chatted with customer service and was told backordered, process date 4/19 and freight shipment will take 7-10 days website information is not accurate, no communication to customers. Due to project, now it is delayed to have unit installed. I should be compensated for this.

  Business Response

  Date: 04/19/2024

  Hi *******,

  I sincerely apologize that the order did not ship when expected and for the inconvenience this has caused. The order shipped as of 4/18/24 via ***** Express tracking #**********. I have issued a $50 refund for the inconvenience this has caused. The refund should appear in the account on the order within 1-7 business days. We greatly appreciate your business!

• Initial Complaint

  Date:03/19/2024

  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.

  Subject: Formal Complaint Regarding Order #***-6498424-7897834 I am writing to address a concerning issue regarding my recent purchase of a medicine cabinet from Build.com via Amazon, with Order Number ***-6498424-7897834, placed on February 10th.Despite the anticipated delivery date of February 13th, the item failed to arrive, and after a week, I was informed by Amazon that the item was lost, consequently rendering me eligible for a full refund. However, subsequent communications with Amazon regarding the refund revealed inconsistent information, initially indicating the refund was processed, only to later state that it was not, but rather a message was relayed to the seller.Furthermore, the prolonged delay in the item's arrival, coupled with the significant damage sustained to the packaging upon its eventual receipt over three weeks later, has not only hindered the progress of my construction project but also necessitated extensive engagement with customer service representatives.Despite my efforts to seek resolution and compensation, I have been advised by a Build representative that the sole recourse available is to return the damaged item.As a valued customer, I am deeply disappointed by the lack of accountability and resolution exhibited throughout this ordeal. I trust that immediate attention and action will be taken to rectify this matter satisfactorily.

  Business Response

  Date: 03/20/2024

  Thank you for contacting us. We understand shipping delays and product damage can be frustrating and we sincerely apologize for any inconvenience caused.
  
  We have reviewed the order details and see photos have been received but they did not include photos of the damage to the product itself. Representatives in Amazon had requested these additional photos as well. The shipping carrier will require this information for the completion of the claim. If the customer is unable to provide photos of the damage to the product inside of the box, we can provide a return label to return the item for a full refund. If the customer prefers a discount, we will need to receive photos of the damage to determine what can be offered to resolve this matter.
  
  We hope to reach a resolution as soon as possible. Please let us know if any additional information is needed.

  Customer Answer

  Date: 03/20/2024

  I am rejecting this response because: 

   

  Despite being a Prime member, I faced an unexpected three-week delay with my order, contradicting the promised two-day shipping. Upon being informed by Amazon of my eligibility for a full refund after the first week past the expected delivery date, I promptly reached out and was assured that the refund was processed. However, I was surprised and disappointed when the refund failed to appear in my account. Despite my subsequent attempts to address the issue, it remains unresolved. Furthermore, Build has not made any effort to find a resolution for the prolonged delay in shipping.
  

  amazon has reached out but build.com did not offer a solution on their behalf . 

  
  

  Business Response

  Date: 03/25/2024

  Good Afternoon,

  Thank you for your response. We apologize for any miscommunication that *** have come through Amazon. Amazon policies differ when ordering through a third party opposed to being fulfilled by Amazon LLC. Unfortunately, this order was not eligible for prime due to the weight and fragility of the package, it needed to be delivered via freight carrier which can not guarantee 2 day delivery. This order was classified as a regular Amazon order and the two day delivery guarantee would not apply.  We see that you have communicated with our team and have been provided with a BOL/pick up for your return. We have attached ******* to this email. As stated in our previous communication, please print two copies, one for your records and the other will  be requested by the delivery driver.
  
  Please let us know if you have any additional questions. We look forward to resolving this matter.

  Customer Answer

  Date: 03/26/2024

  I am rejecting this response because:

   

  the item say prime eligible and had a delivery date. Both in when adding to cart and checking out 

  Business Response

  Date: 04/05/2024

  Thank you for your response. While this item did have a delivery date and may have been prime eligible if fulfilled by Amazon. Our delivery was not a guaranteed 2-day delivery. Please note, if this were a prime order, we would still follow the same process and require a photo for damage or offer a return for a full refund. We apologize for any inconvenience this may be causing.
  
  If you would like us to schedule a new pick-up for your return, please let us know. If you prefer to send photos of the damage, please attach them to one of the previous emails sent via Amazon.
  
  Thank you for your cooperation, we look forward to resolving this as soon as possible.

  Customer Answer

  Date: 04/08/2024

  I am rejecting this response because: The item stated prime shipping and had a delivery date both before adding to cart and checking out . There was no indication of delayed shipping. The amount of the damaged sustained from the outside alone is sufficient evidence of handling a frgil package with out care.

  At no point did build offer a rectifiable solution, Amazon even stated I was eligible for a full refund . They submitted three different request for it.

  
  

• Initial Complaint

  Date:03/13/2024

  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 2 bathroom vanities from Build.com. I paid a very low price, which I fully admit was well below market. 24 hours later, I was refunded and the merchant stated the items were discontinued. These items are still available on the Build.com website with a change in the item number. The manufacturers sku is the same. I would have been able to accept and honest explanation of a price error, but this feels deceptive to state the item is discontinued. I would like the merchant to provide the items that I purchased.

  Business Response

  Date: 03/15/2024

   

  Hi *******,

  I sincerely apologize that the item ordered has had a price change and for the inconvenience this has caused. Please see the information below via our website regarding pricing information and cancellation of orders as well as price changes. We greatly appreciate your business and again apologize for the inconvenience this has caused but we are unable to meet the previous price of the item specified. 

  
  Pricing Information 
  
  While the Ferguson Sites strive to provide accurate product and pricing information, pricing or typographical errors may occur. The Ferguson Sites cannot confirm the price of any item until after you order.  In the event an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, the Ferguson Sites shall have the right, at our sole discretion, to either contact you for instructions or cancel your order and notify you of such cancellation. Prices and availability are subject to change without notice. 
  
  c) Pricing.  While Build.com strives to provide accurate product and pricing information, pricing or typographical errors may occur. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Build.com shall have the right, at Our sole discretion, to either contact You for instructions or cancel Your order and notify You of such cancellation. The price of the items You order will be those in effect on the date You place Your order. Prices are in U.S. dollars and do not include applicable taxes, if any. Promotional prices and discount offers are valid only during the applicable period indicated in the promotion. Prices and availability are subject to change without notice.  Build.com has the right to cancel any order for products or services listed at an incorrect price due to any error, whether or not the order has been confirmed.
  

  
  

  Customer Answer

  Date: 03/18/2024

  I am rejecting this response because: As a ********** Company, are you stating that the disclaimer you provided exempts you from ********** pricing law? The initial response was that the item was discontinued. The item remained for sale with a price change. I would have probably been more accepting if this was described as an error in price. Images show that the item number was manually changed on the website. From your response, are you now stating a price error and not a discontinued item? ********** law does state the following: Do retailers have to honor price mistakes **********?
  
  
  By law, you are entitled to the lowest advertised, posted or quoted price offered by the store. Stores must honor a posted price, even if the price has expired.
  
  ******************************; portfolio
  Store Overcharges and Checkout Scanners - Consumer & Business
  

  Business Response

  Date: 03/22/2024

  Hi *******,

  We sincerely apologize for the unintentional error, and for the inconvenience this has caused. As noted previously, our online Terms of Site Use state the following:
  
  While Build.com strives to provide accurate product and pricing information, pricing or typographical errors may occur. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Build.com shall have the right, at Our sole discretion, to either contact You for instructions or cancel Your order and notify You of such cancellation.
  
  We greatly appreciate your business, and again apologize for the inconvenience this has caused. 

  Customer Answer

  Date: 03/25/2024

  I am rejecting this response because: my concern with this transaction is that the reason for cancellation was deceptive. I was informed the item was discontinued and cancelled. I was not informed that this was an error. Can you confirm if this item was discontinued or was it listed as an incorrect price? I requested this clarification several times and did not get a response.