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:09/10/2023

  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 ordered a new stovetop top of build.com where their website clearly states it comes with a conversion kit to convert it to liquid propane, which it does not. When I called them to resolve the problem they told me I had to go back to *******. ******* does not have stock of the conversion kit and est 60 or more days before they may have it, meaning I wont have a working cooktop until it is back in stock. I called Build again and they refused to return or replace it because it was 30 days since the order, it was for new construction which took longer. They said they are not responsible for the content in the Q&A on there web page. I 100% purchased the item based on the content they proved and believe they need to fix the problem and should be held accountable for the misleading information provided. I spoke with ********************* Office of the President. I have screen shots and a video of the webpage

  Business Response

  Date: 09/12/2023

  Hi *****,
  
  I sincerely apologize for the unsatisfactory experience you have had with ** and for the inconvenience this has caused. I have confirmed with the manufacturer that the conversion kit is included with the item purchased. It is included in the package with the manual and warranty registration that comes with the product.
  
  We have also been informed via email, that in this instance, the conversion kit has been located. If this is not the case, please advise and I am more than happy to assist you further. We greatly appreciate your business! 
  
  

• Initial Complaint

  Date:08/18/2023

  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.

  I accidentally returned the wrong faucet (for our main kitchen faucet) to them for a refund on what should have been a smaller drinking water faucet I bought from Build.com. The boxes looked identical and it was an honest mistake. The larger Brizzo faucet I mistakenly returned we got directly from the manufacturer but the boxes were identical to the smaller one I bought from Build.com. I contacted Build.com as soon as we discovered the mistake and was told the item could not be returned back. It was close to a $1000.00 faucet. They did credit me for the smaller faucet but that falls way short of the one they received. The faucet accidently returned to them is a product they also sell so they have an extra one in their inventory no doubt.

  Business Response

  Date: 08/21/2023

  Hi ******,

  I sincerely apologize for the confusion regarding the return of the faucet purchased with us and for the inconvenience this has caused. I have spoken with our returns team as well as the return destination warehouse and the correct faucet was indeed received. 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:08/15/2023

  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.

  On Fri, July 21, 2023 I made an online purchase from Build.com. A bathroom faucet and a vanity. I received the faucet ok, but the vanity shipped - freight - came on Monday, July 31, but was wrong item not what I purchased. The delivery man told me to refuse the shipment and he would take it back and do the paperwork. I immediately called Build with Ferguson and advised. They took down all the info and said a refund would be issued within 3-5 days of item being delivered back to warehouse. On Aug. 7 I called and cust. Service checked and said item was back and I should have my refund by the end of the week. I called again about my refund they said they couldnt find the item at the warehouse and if it didnt turn up they would have warehouse investigators look for it next week. On Monday, Aug. 14 , I called and told them they are prob looking for the item I purchased, not the wrong item they delivered. After a lengthy hold the rep said that the warehouse in fact had the item and she would issue me a refund. E-mail recd at 11:34 am, aug. 14 for $21.93 and refund $1,002.12 e-mail recd at 11:33am Aug. 14. My order # on refund receipts is *********. Aug. 15 I called my CC co. And they advised they havent gotten any refund which would be posted right away as they do not hold funds. Aug. 15 @ 2:50 pm contacted Build.com by phone and I was told they dont know where my refund is that another company processes the info but they couldnt tell me what business and said it would be another 5 - 7 days. I asked for a supervisor. He told me that I would have to wait until next Monday (Aug 21) before he would have someone investigate and then he would give me the information so my bank could see where the refund was and told me that it was or will be my banks fault. I have this confirmed in an e-mail. He also said to cross my fingers to get a refund while we wait until Monday. I replied and told him luck shouldnt have anything to do with my refund.

  Business Response

  Date: 08/16/2023

  Hi *********,
  
  I sincerely apologize for the delay receiving the refund due to you and for the inconvenience this has caused. The order shows that the refund was processed via Build with Ferguson on 8/14/23. Typical time after it is processed through our company to the account can be 1-5 business days depending on the institution. If the refund is not appearing in the account within the 5 business day time frame, please advise and we are happy to get the transaction/reference numbers to you to give to your bank so the refunds can be located if they are not posted. 

  Customer Answer

  Date: 08/16/2023

  I am rejecting this response because:  My Bank does not hold funds from being processed.  I can see postings if they are pending.  I have called my bank and they personally advised they have not received any refund from Build.com.  As of 4:00 pm this afternoon they have not received any communication from Build.com.  I will keep this complaint open as I am not confident of when the refund will be sent from Build.com.  In all their written communication they are placing blame on my bank.  I want them to take responsibility.  Reviewing refund complaints on Build.com on-line, one can see this is a reoccurring theme with the company and should be investigated, but that is for the attorney ****************    I will notify you when I get the refund to my credit card.  If It is not received I will also file a complaint with my credit card company.  In the meantime, this case is open.  Thank you.
  

  Business Response

  Date: 08/21/2023

  Hi *********,

  If the refund does not appear in the time frame I provided, please let me know and I am happy to advise further. 

• Initial Complaint

  Date:08/05/2023

  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.

  We purchased several thousands of dollars from Build.com for a home renovation project. We returned several items totaling $659.29 all of which was refunded to a bank account that has since been closed. We notified Build.com that the form of payment was no longer an open account and ********************** told us that they will refund the money to the bank that has the closed account and that if we have any open accounts there it will actomatically be transfered to the open account. According to our bank **** of America, if a refund is issued to a closed account it actomatically bounces back to the company doing the refund. We have still not recieved any of the money and neither institution will take responsibility. We call, we email, we have invoice #'s, representative names from both institutions yet nothing has been resolved. Each company says it is the other companies responsibility. We are getting nowhere and this insanity has been going on since before March of 2023. Please help!!Thank you so very much for your ************************************* *********************

  Business Response

  Date: 08/10/2023

  Hi *****,
  
  I sincerely apologize for the conflicting information given and for the inconvenience this has caused. Momentarily, I will be emailing over the reference numbers for all 3 refunds in the amounts of $101.98, $71.30 and $486.21 issued on 2/4/23, 2/7/23 and 3/9/23 that show processed in our system. Please give the reference numbers to your bank and they can advise on the refunds via the reference numbers as well as assist you further since the refunds show processed with no issues on our end. 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:07/31/2023

  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.

  We purchased 9 items for $13K from build.com on June 21, 2023. The salesperson said the delivery for all items would be July 27, 2023. To take delivery of the items we need to drive 6 hours to and from the site since it is under construction and not habitable. The personnel at ****.com have been told this repeatedly. Only 1 item was delivered on 7/27. Then we were told the remaining 8 would be delivered on 8/11. We then spent several days trying to confirm that delivery date. However, in trying to track these we found that 1 item needs to be scheduled and delivery dates for the other 7 are 7/31 (2 items), 8/2 (1), 8/4 (2) and one delivery company that we were directed to knew nothing about 2 of the items they were supposed to be handling.

  Business Response

  Date: 08/01/2023

  Hi ******,
  
  I sincerely apologize that the order placed with ** was not delivered on the same day and for the inconvenience this has caused. We strive to deliver items in a timely manner and as specified when the order is placed and regret this was not your experience. It is my understanding that someone in our Office of the President ********** is corresponding with you regarding this matter and will be providing any updates that arise as they are working on a solution for you with our carriers. We greatly appreciate your business!
  
  

  Customer Answer

  Date: 08/01/2023

  I am rejecting this response because we have tried to contact build.com sending emails and leaving voice mail messages but no one replies.
  

  Business Response

  Date: 08/03/2023

  Good Morning,

  A member of our Office of the President ********** is diligently working on this for you. Once an update is available, communication will be sent. I again apologize for the inconvenience this has caused. 

  Customer Answer

  Date: 08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the correspondence from build.com but this case is not closed until I receive the final items.
  
  

• Initial Complaint

  Date:07/28/2023

  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.

  We purchased a Scottsman Ice Maker from Ferguson located in ***************, ** for a total of $5,275.88 which included a charge of $119.99 for a pre-site visit to check that the new machine would fit the space that had been occupied by an older machine. On the day of installation, I was very pleased with ***** and **** whom I requested to do the work; after they left our premises, I sent *****************************, our sales rep, a thank you for the installation. However, two hours later I found water gushing out from the bottom of the sink cabinet adjacent to the new ice maker. I contacted ******* immediately and asked to have the installers return; I turned off the machine but the water continued coming out all over the floor. ******* responded that it was too late to have anyone from Ferguson return; my husband took control of the phone conversation and said that we would have our plumber ******** make an emergency visit; ******* said she had to check with her supervisor and would call us back; she did so and told us it was okay to call ******** and that we would be reimbursed the cost of ******** emergency visit. Apparently the installers did not secure the drain tube on the ice maker to the trap; consequently, the water was draining into the cabinetry. To date, we have not been reimbursed $185 for the emergency call. I have sent emails to ******* but no response. I am providing documentation.

  Business Response

  Date: 08/01/2023

  Hi **** ***,
  
  I sincerely apologize for the difficulties you have had with the ice maker purchased and for the inconvenience this has caused. While Ferguson and Build with Ferguson are under the same company umbrella, we do have different order databases and are not able to assist with orders placed directly with Ferguson. Please contact your Ferguson place of purchase directly for assistance with the refund needed. We greatly appreciate your business! 
  
  

  Customer Answer

  Date: 08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern.  The company has refunded $185 to my credit card account. 
  

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

  
  

• Initial Complaint

  Date:07/24/2023

  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.

  Return ******** Amount Paid $772.43 I've been in touch with multiple people at the company inquiring about this refund and cannot get this refund processed. The return was approved and label created on February 24, 2023. The package was dropped off at *** on February 28, 2023 and delivered to the Ferguson Warehouse on March 2, 2023. It's now July 24, 2023 and no refund has been issued after multiple attempts. I've had *** verify the package's original instructions, as one agent said I shipped it to the wrong place. So I have everything needed to substantiate this claim for a refund. The agent I was working with most recently has now quit responding entirely.

  Business Response

  Date: 07/26/2023

  Thank you for reaching out to Build with Ferguson!  

  We are sorry for any delay or confusion our reimbursement process *** have caused. Refunds are issued back to the original form of payment used at time of purchase. We confirmed with the vendor that the item was received, and the refund was processed yesterday, 7/25/23.

  It can take up to 3-5 business days, depending on your bank's processing time, for it to appear back in your account. 

  Again, we are very sorry for the delay and any inconvenience this has caused.

   

  Best,

  Build with Ferguson

   

• Initial Complaint

  Date:07/22/2023

  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.

  I purchased a cast iron tub on 4/5/2023 (Order #********). It arrived on 5/4/2023 heavily damaged so I refused the shipment. I immediately called to get a replacement sent. The associate I spoke to let me know that tub was now out of stock and would ship from the manufacturer. I explained that I was on a time crunch and couldn't wait a month for it to arrive. He told me he would order the replacement to get it started (Order #********) and then find out how long it would take. He called me back later to tell me that it was going to be 2-4 weeks so I asked him to cancel the replacement order and refund me the money. After getting the customer to pick a new tub that was in stock I ordered a different tub (Order #********). I have previously had three separate build.com online chats about this issue - the latest being on 7/16/2023. Each associate told me a refund would be issued for the tub and I would see the credit in my bank account within 3-4 business days. It is STILL NOT THERE. It has now been more than 11 weeks - almost 3 MONTHS! - since this order was cancelled and I requested the credit. Where is my money? This is tantamount to stealing. There is no reason why I should have to go through this to get a refund for a product that was clearly damaged and the shipment refused.

  Business Response

  Date: 07/26/2023

  Thank you for reaching out to Build with Ferguson!  

  
  We are sorry for any delay or confusion our reimbursement process *** have caused. Refunds are issued back to the original form of payment used at time of purchase. It can take up to 3-5 business days, depending on your bank's processing time, for it to appear back in your account. I do see there was a delay getting the refund processed on our side, and we are truly sorry for any inconvenience this *** have caused.

  The refund was processed on 7/24/23 and should be posting back to your form of payment used at time of purchase, shortly.

  Thank you,

  Build with Ferguson

• Initial Complaint

  Date:07/11/2023

  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 7/10/23, we accepted delivery of a brand new, $4,800 refrigerator from Build.com that would not get cold. On 7/11/23 we called customer service and arranged for a no-cost return and replacement. After speaking with a rep for roughly 20 minutes, we were told that Build had processed a no-cost return, and was shipping us a replacement. While on the phone we were given a new order confirmation number, and our account was updated to reflect both the return and the replacement. Several hours later, Build cancelled the return and replacement without explanation. When we called to ask why, Build told us it was because Build could not recoup its money for the defective product from GE if they processed our return. Accordingly, Build told us we could not return the defective product, and would need to work with GE to get it repaired under warranty - despite the fact that we never entered an agreement with (or agreed to do business with) GE. The earliest available service appointment from GE is a full week away, meaning that we'll be without a refrigerator for a full week (at a minimum) with no recourse. This result is unacceptable, and is contrary to both (a) email correspondence sent by Build advising us that returns of our "freight delivery" could be processed within 48 hours of delivery, and (b) representations made by Build.com personnel, who actually processed our return and exchange before Build supervisors reversed course.

  Business Response

  Date: 07/12/2023

  Hi ******,
  
  I sincerely apologize for the difficulties you are having with the refrigerator purchased and for the inconvenience this has caused. Please see our defective appliance return policy below. Any defects in regard to an appliance purchased are to be handled via the manufacturer under warranty. Typically, a fridge can take 24 hours to get cold, however, the manufacturer can troubleshoot any technical issues you are having as well. For further assistance under warranty with technical issues and warranty options, please contact GE directly at ************. We greatly appreciate your business and again apologize for the inconvenience this has caused. 
  
  Defective Appliance Returns
  If you receive a defective appliance product, you will need to contact the manufacturer. All warranty service for customers is provided by the manufacturer of the product purchased. Please check your owner's manual for the customer service number of the manufacturer.
  
  

• Initial Complaint

  Date:07/07/2023

  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.

  order a full bathroom from build.com the free standing tub arrived broken. We received the shipment on 6/3 /2023 but only opened it on 7/5/2023. I already called the company twice to address the issues. I am aware of their instruction to check packages within 48 hours but since I was waiting for GC to start the job opened it later. Have been told that they will call me back and try to help me since the total order was very large I have never heard back. ********* was the fulfillment representative. its frustrating to spend over $9K with a company that does not return calls or address the problem

  Business Response

  Date: 07/11/2023

  Hi *****,
  
  I sincerely apologize that the freestanding tub ordered arrived damaged and for the inconvenience this has caused. We strive to deliver items in pristine condition with proper packaging and regret this was not your experience. We have set up a return for you at this time as well as issued a refund for the tub. The return information will arrive via email within 5-7 business days. The refund should be received to 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: 07/11/2023

   
  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.