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:03/12/2024

  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 found a sink (bci4070880 Signature Hardware 31" Hammered Copper Double Basin Drop-in Corner Kitchen Sink) on their website that was selling for 624. I placed it into my cart; however, put the purchase on hold. A few days later, I went back on to purchase and noticed the price doubled at 1200 dollars. I called and spoke with a ******* to address the reason for the drastic increase in price. He told me he would check into it and would follow up with an email addressing it. 3 minutes later I get an email showing he just added the item to my cart only. I emailed him two more times following that without any response. On March 9th I noticed the priced dropped again to 624 and purchased the sink. It processed through and took the money out of my bank. On March 12th, I got an email stating my order was cancelled and a refund submitted without reason. I called and spoke with a gentleman who told me that the item was discontinued and they actually didn't have any in stock. So they had to cancel it as they couldn't provide one to me and looks like they will not be getting anymore in. I found the website stated they still had 8 in stock, so I messaged someone on the website. They confirmed they had some and no indication that the product was discontinued. They researched more in my account and told me that "the item at that price is essentially discontinued". So they cancelled my order because the price they listed was not the price anymore so I got penalized and lost the item at the given price. I tried to clarify prior to purchasing regarding the price changes and couldn't get an answer and the price was 624 on multiple occasions.

  Business Response

  Date: 03/13/2024

  Hi *****,
  
  I sincerely apologize that the item ordered has had a price change as well as the lack of follow up you received 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.
  

• Initial Complaint

  Date:01/24/2024

  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 decided to remodel our master bath. I purchased item # bci1350431 Vigo ******* 38 1/4" L x 38 1/4" W x 73 3/8" H. hinged frameless shower enclosure with clear glass on December 19, 2023. My contractor built the shower frame based on the shower measurement purchased on Build with Ferguson. The shower glass is the last item to complete the remodel. I received the order on December 28, 2023, and it was the incorrect measurement. I received 38 1/4" L x 30 1/4" W x 73 3/8" **** called on 01/03/24, spoke to *****************************. I was told to send photos of the incorrect item. I sent info and received replacement item on 01/ 15/24. Replacement was incorrect. I called manufacturer Vigo, who said the description for model # VG6011CHCL40# is incorrect on Build.com. The correct dimensions model is 38 1/4" L x 30 1/4" W x 73 3/8" ************ unfortunately does not manufacture a show enclosure with the dimensions of 73-3/8" x 38-1/4" x 38-1/4".I called Build.com on 01/15/2024, requested to speak to a manager. Spoke to ***************************** and voiced my frustration with getting the incorrect measurement twice. ******* promised to resolve my issue and get back to me within a day. I received a list of showers via email to choose from and see if my contractor could make one work. The items received from ******* are not the same measurement I purchased and build my shower base off. After leaving several messages and emails to *******, I heard from her on 01/19/2024. I advise my contractor will be able build out both sides of the tile to accommodate the measurements available on build.com, there is an additional cost. I don't feel I should be responsible for the additional cost to build up the shower. I responded to ***************************** via email on 01/19/2024 with additional cost information per contractor. To date, no response from *******. I am out of my money I paid for this shower enclosure on 12/19/2023, no shower enclosure.

  Business Response

  Date: 01/24/2024

  Hi ******,
  
  I sincerely apologize that the Vigo shower enclosure ordered had the incorrect measurements on our website as well as the lack of follow up you have received and for the inconvenience this has caused. We are currently having the website adjusted by our **************** Please provide the documentation from the contractor regarding the additional costs and I am more than happy to look into this further for you. We greatly appreciate your business! 

  Customer Answer

  Date: 01/25/2024

  I am rejecting this response because:

  Build.com is still in position of my $1079.90 paid on 12/19/2023 for the ********* enclosed shower. I need to make sure this is resolved by my me getting an enclosed ********* shower, reimbursed the difference in price, and payment for contractor's work. Build.com saying they need contractor's estimate to review does not resolve this issue. 

  
  

  Business Response

  Date: 01/29/2024

  Hi ******,

  I apologize if my response was unsatisfactory. Can you please clarify if you intend to keep the item ordered or return it for a different item and I am happy to advise further. Please advise. 

  Customer Answer

  Date: 02/08/2024

  I am rejecting this response because: 

  The shower enclosure purchased on December 19, 2023, delivered on December 28, 2023, was picked up and returned by R + L Carriers on January 15, ****. 

  R + L Carriers also had the replacement shower for delivery on January 15, ****. However, I refused the delivery because the replacement shower enclosure was the same incorrect measurement. As of February 08,****, I do not have a shower enclosure and or my $1079.90 that I paid for the shower enclosure.  

  I justifiably relied on the measurement dimensions of the shower enclosure you advertised. The base of my shower was built from the measurements I purchased on your site. The manufacturer Vigo confirmed build.com had the measurements incorrect. 

  
  

  Business Response

  Date: 02/09/2024

  Hi ******,

  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 me know if I can be of any further assistance. We greatly appreciate your business! 

  Customer Answer

  Date: 02/09/2024

  Thank you for refunding my money. However,

  I am rejecting this response because: I need to be compensated for the additional cost to build up the tile walls to fit the shower enclosure measurement built from the enclosure I purchased from your company. I have attached a copy of the contractor's estimate for the additional cost. This estimate was also sent to your employee ***************************** on January 19th.

  
  

• Initial Complaint

  Date:12/06/2023

  Type:Billing 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 wanted to delete my account from their website but they do not have a means for account deletion. I reached out to customer service and they sent me to a form to have personal information deleted, but this would not delete my account. I asked them to delete my account and they said they have no ability to do so and I was disconnected with customer service.This is the first company I have every encountered that has not had the ability to delete an online account and this feels like a security and privacy issue.

  Business Response

  Date: 12/08/2023

  Hi *****,

  I sincerely apologize for the difficulties you have had deleting your account and for the inconvenience this has caused. The only option to delete any data from our system is via the link below. If an account can not be deleted, a reason should be listed after filling out the form below. I hope this helps. 

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

   

  Customer Answer

  Date: 12/08/2023

  I am rejecting this response because:

  deleting date via this link requires an order number which I currently do not have. Furthermore I do not want to just delete order data, I wish to delete my account entirely. I also wish for you to allow others to do the same. This is the first website Ive ever encountered that does not allow for an account to be deleted. 

  
  

  Business Response

  Date: 12/13/2023

  Hi *****,

  I sincerely apologize but other than the link I provided there is nothing else I can recommend to delete information from our system. I apologize for the inconvenience this has caused and that I could not be of further assistance. 

  Business Response

  Date: 12/20/2023

  We have advised the customer to delete any info they have stored in their online account, such as credit card information, which can be done via our self service portal on Build.com. We have also submitted a internal *********** to our IT team to delete this account in it's entirety since there are no orders or purchase history tied to *********************** 

   

   

• Initial Complaint

  Date:11/22/2023

  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.

  I originally ordered my appliances in October of 2021. We moved in January 2023 and still didnt have all of our appliances. I went three weeks with no washer and dryer. My microwave oven bracket was bent. They ended up ordering a new one. My oven was dented. They ordered a new one. My dishwasher leaked. Sent a Bosch Rep out and found out that someone put the wrong screws in the tub section and that is why it leaked. They couldnt get me a new one for 8 months. Had to settle for a Kitchen Aid. With all of this, all I want is my warranties straightened out and on the correct products. Warranties should be on Dishwasher, oven, refrigerator, and microwave. They have them on the microwave, wrong dishwasher, a washer and a dryer that already comes with a seven year warranty.

  Business Response

  Date: 11/27/2023

  Hi *******,

  I sincerely apologize but the paperwork included shows the order is directly from Ferguson and is not a Build with Ferguson order. Since the order would not be in our system as it was placed with Ferguson directly, for assistance, you must contact the showroom directly where the order was placed as we can not be of assistance since the order is not in our Build with Ferguson system. I apologize for all the inconvenience this has caused. 

  Customer Answer

  Date: 11/27/2023

  I am rejecting this response because: I have contacted Fergusons ******** Showroom directly several times and have gotten nowhere.  When you look up the showroom information it comes up under build.com.  Someone should take responsibility for this but nobody will.  I have been to the ******** showroom twice, called the floor manager ******************* numerous times, and emailed him regarding this issue and nothing has ever been done.
  

  Business Response

  Date: 11/28/2023

  Good Afternoon,

  I have spoken to ***** at the showroom and he is going to get in contact with New Leaf and be in touch with you. If you do not have any information from ***** by weeks end, please let me know. 

  Customer Answer

  Date: 12/08/2023

  I am rejecting this response because: I have heard from ***** but he says they are still working on it.  He is hopeful it will be finished today Friday December 8.  I am waiting to receive the updated warranties.
  

  Business Response

  Date: 12/13/2023

  Hi *******,

  I sincerely hope that the representative in the showroom provides a resolution for you ASAP. 

  Customer Answer

  Date: 12/16/2023

  I am rejecting this response because:  Four of the five appliances have been fixed.  We are almost there.  I wrote ***** Thursday and told him the dishwasher warranty is still incorrect.  It should be a Kitchen Aid.  I originally had a Bosch but it had screws put in the wrong place and was leaking from the tub.  They couldnt get another one in a timely manner so we switched to a Kitchen Aid.  Just waiting to get this switched to the correct one and we will be good to go.

  Thanks,

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

  
  

• Initial Complaint

  Date:11/20/2023

  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.

  Build.com claims they have items in stock, in particular a Thermador Fredom Induction Cooktop 36" CIT36YWBB (advertising 200+ in stock on their website), when in fact, they do not stock or inventory any. They drop ship straight from the manufacturer. Build.com advertises to ship within 5-7 days. This is misleading and entices customers to spend their money or tying up captial for weeks or even months on backordered items when other retailers are more transparent about in stock items and delivery times. Not to mention, you are then at the mercy of their shipping provider, AM Home Delivery, who has horrible customer service. This misleading and false advertising business practice should be illegal. As a home builder, timing is key to successfully completing projects, ensuring happy customers, which Build.com would know nothing about. And when you are promised products in 5-7 days, but ending up getting it a 4-5 weeks later, it makes my company's reputation take a hit. I will never use Build.com ever again and as Chair on several large General Contracting Boards and Committees, I will make sure none of my peers never use them either.

  Business Response

  Date: 11/21/2023

  Hi *******,
  
  I sincerely apologize for the delay receiving the item ordered and for the inconvenience this has caused. Taking a look at the order, our advertised lead time that estimates the item will ship within 3-7 business days is correct. Once the item ships, the delivery date and time is set up via the carrier directly and is based on their schedule and delivery. 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: 11/22/2023

  I am rejecting this response because:

  The item was not shipped in 3-7 business as advertised on your site. Please double check your records and facts. The shipping company, in fact, scheduled to deliver the item on 11/27, which is almost 1 month since I ordered, but it only took the shipping company less than 1 week to schedule and deliver the item, so therefore, it took build.com 3 weeks to ship. BS.

  
  

  Business Response

  Date: 11/28/2023

  Hi *******,

  My apologies for all of the inconvenience this has caused. I do show the order was placed on 10/30 and shipped on November 9th which after processing time is 8 business days. Please let me know if I can be of any further assistance and I am happy to help. 

• Initial Complaint

  Date:10/20/2023

  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.

  I contacted 3 different customer service reps to cancel an order before it was shipped and not one of the reps attempted to put in the cancellation request and let it ship out anyway. I sent an email to *********************** requesting a cancellation and chatted with ********************************* and ************************************* requesting a cancellation yet no one attempted to process the cancellation. When I checked their chat bot it said that it wasnt due to ship until Wed, Nov 1, 2023. I also called the shipper this morning, R+L, and they said that the tracking number I was given was from 2022 and that they have no record of the order. So this order could and should have been cancelled. The shipper didn't pick up the item until **** tonight. So it in fact had not shipped and could have been cancelled but it seems that either no wanted to cancel it or they were just too lazy to do so.

  Business Response

  Date: 10/23/2023

  Hi ********,
  
  I sincerely apologize that the order placed with ** was requested cancelled but was shipped and for the inconvenience this has caused. Since the order has already shipped, I am happy to file an intercept to attempt to have the order returned to sender if you would not like to receive the item. If the intercept is not successful, please refuse the shipment with the carrier. 
  
  Please advise if you would like to proceed with the intercept to return the order to the sender and I am more than happy to help. We greatly appreciate your business! 
  
  

• Initial Complaint

  Date:10/20/2023

  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.

  I placed an order in September and was thrilled with the speed in which they assisted me and also got things shipped. However, my first shipment was sent to my old address 7 hours away from me. That was literally 4 weeks ago now, and I have yet to be able to get anyone on the phone or have it successfully picked back up. I called the shipper, they said they couldnt do it and called build.com. I am 2 weeks from that scenario and the items remain at my old address (courtesy of new homeowner sharing). No one will update me or help me and I am out thousands of dollars on this mistake they cant seem to figure out.

  Business Response

  Date: 10/23/2023

  Hi ******,
  
  I sincerely apologize that the items ordered were sent to an old address per PayPal and for the inconvenience this has caused. Taking a look at the order, it appears that there have been several call tags and freight return pick *** scheduled but they have been unsuccessful. 

  I am happy to issue new call tags and freight pick *** if you would like.However, for freight pick ***, the paperwork must be printed and attached to each shipment and may require someone to be present in some cases to be successful. Freight pick *** and *** call tag pick *** must have all items on the porch of the residence or curbside in some cases.

  Please advise if you would like to proceed with the new call tags and freight pick *** and I am happy to assist you further. We greatly appreciate your business! 

  
  

  Customer Answer

  Date: 10/25/2023

   
  Better Business Bureau:
  
  Please have the responder email or call me directly with new call tags and a *** pickup which needs arranged ASAP. I will need someone there to print the tags and leave them with the items as the new homeowner does not have a printer and I live 7 hours away. 
  

  thank you! 
  ***********;

• Initial Complaint

  Date:10/19/2023

  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.

  On October 6, 2023, I purchased a Kwikset door handle and deadbolt through Build.com and paid through Paypal. in the amount $109.27. I accidently placed the order with my old address, so I cancelled the order and placed another order with my new address. Build.com charged me twice. When they issued the one and only refund Trans #***************** through Paypal, they did not credit it back to my bank account, I filed a dispute with my bank to get PayPal to credit the refund back to the bank. Then I filed a complaint with PayPal in order to get Build.com to adjust the credit so it went to my bank account. Instead, ********************** claims they credited me twice and got PayPal to reimburse them for another $109.27. There is only one refund transaction and that is the one referenced above. There is no second refund/credit reflected twice on my PayPal account as claimed by **********************. Because of this PayPal paid Build.com another $109.27 out of my PayPal cash account which put me in a negative balance. Build.com took my money twice for a purchase, claimed they refunded me twice. There is no 2nd refund from Build.com to my bank or my PayPal account. So they did not tell Paypal the truth. This is unethical business. I am having to pay my negative balance to Paypal and am now out over $200 because of this. Build.com/PayPal owes me $109.27.

  Business Response

  Date: 10/20/2023

  Good Morning,
  
  I sincerely apologize for the confusion and inconvenience this has caused. Taking a look in our system, we show 2 orders were placed using PayPal as payment both on 10/6/23. One of the orders was cancelled and refunded in the amount of $109.27 as of 10/6/23 and should have appeared back in the PayPal account within 7 business days of that date.

  Refunds are refunded to the payment used to place the order and the payment/refund method can not be changed. Another order was then placed on the same date for the same amount and shows delivered as of 10/13/23.

  For additional information and to address the extra charges, please contact PayPal directly as we do not show additional charges. After speaking with PayPal if I can be of any further assistance, please let me know by replying to this message. We greatly appreciate your business! 
  

  
  

  Customer Answer

  Date: 10/20/2023

  I am rejecting this response because: PayPal debited my PayPal cash account because they stated that Build.com said in the dispute that Build.com gave credited me twice.  Attached is the resolution in favor of the seller by Paypal that I recieved the refund twice.  I did not. 
  

  Business Response

  Date: 10/24/2023

  Good Morning,

  I have reviewed the information provided and the orders with our ****************** and we still show one refund issued for the cancelled order and one charge for the 2 orders placed with us. Based on the information given, the issue seems to be with PayPal directly. I sincerely apologize that we can not be of any further assistance. 

  Customer Answer

  Date: 10/26/2023

  I am rejecting this response because:  Build.com should work with PayPal to get my refund.  They are the ones who issued the refund and PayPal claimed that Build.com said issued the refund twice.  Build.com should settle this with PayPal.  I should not have to do this.  Remember, Build.com told PayPal in the dispute that they issued the credit twice, therefore PayPal debited my cash account in order to settle with Build.com.  Build.com pushing this off on PayPal is lazy and not helpful.  Basically, I give up with this whole situation, which is what Build.com wants me to do, just go away.  I will never ever purchase from this business again.  Horrible response and lazy customer service.
  

• Initial Complaint

  Date:09/26/2023

  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.

  I ordered the kitchen faucet on 12/22/2022. Order number: ********. I was told by ***************************** I would receive the faucet in 13 weeks. Then I was told the delivery date would be the end of June. Then the end of July. Then the end of August. Then Sept. 14. I spoke to *************************** on 8/18/2023. He said, he would speak to ****** and email me with the cause of the delays. I called back on 8/23/2023 and spoke to ***** (I am not sure if this is the correct spelling of her name). I told her to tell him, if I do not hear back from him or ******, I will make a BBB Complaint. As of today (9/7/2023) no one has returned my call. I would like the faucet. Please speak to someone in the company that can get it delivered to me. Thank you, In-advance, *************************

  Business Response

  Date: 09/28/2023

  Hi *****,
  
  I sincerely apologize that the item ordered continues to be back ordered via the manufacturer as well as the lack of follow up received when you contacted us for support and for the inconvenience this has caused. Unfortunately, the item ordered is a special ordered item/finish. 
  
  The item is currently in production with no stock currently available. The item can be back ordered several times until the item is out of production, in stock and ready to ship. The current estimated shipping date given via the manufacturer is 10/4/23 but that date is still subject to change. Until the item is out of production and back in stock, we are unable to ship the item any faster than projected. 
  
  We can offer to keep the order going or submit the request to cancel if you are unable to wait for the item. Please advise how you would like to proceed given the information above and I am happy to assist you further. We greatly appreciate your business! 
  
  

  Customer Answer

  Date: 10/01/2023

   
  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.
  I am not satisfied, but I want the faucet. I will wait for the faucet.

• Initial Complaint

  Date:09/17/2023

  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.

  Monday 09/04/2023 a shower base was purchased and according to their website was supposed to be delivered Tuesday, didn't come til Wednesday, which was ok. I had plumber not plumbing and me being charged 800 dollars for sitting there drinking coffee, since I didn't have my shower base and, again, they delivered some random boxes, not my shower base.I called, all they were willing to offer was to re-send the shower base the following Thursday, pushing about 5 to 6 days after project delivery and bringing my loses to about another 1k (I'm a contractor and habe strict delivery dates).And if that was not enough, they started a return, since I told them I wasn't interested in their services anymore since theyre so terrible, but now apparently I have to bring all their c*** to a *** store if I ever want a refund, first of all, I didnt order any of these, nor do I work for them, their mistake, their problem, they come and pick this up if they want, I don't work doing deliveries for build.com, if I made a mistake and order the wrong thing, then I'd have to figure it out, but they have no right to hold my refund hostage unless I bring these random big boxes to a *** store that's about 40 mins away.

  Business Response

  Date: 09/21/2023

  Hi ****,
  
  I sincerely apologize that the incorrect items arrived as well as the unsatisfactory experience you have had with ** and for the inconvenience this has caused. We strive to use vendors that package items accurately and deliver in a timely efficient manner and regret this was not your experience. Since the items shipped freight, we will not issue a prepaid *** label. A bill of lading with a pick up date of 9/25/23 has been sent to the email on the order along with instructions for the freight pick up. The carrier will retrieve the item from the shipping address and does not require a drop off to ***. Please let us know if we can be of any further assistance. We greatly appreciate your business!