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:06/28/2023

  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.

  I purchased an LED light fixture from Build.com on 2/21/2021.One of two LED lamp sides has failed (6/15/23).Build.com has told me that I must go to the manufacturer, Maxim, for a warranty claim.I called the number provided by Build.com and ***** told me that they do not deal with public,that Build.com was the purchaser (from Maxim) and that they are who Maxim would deal with.***** said that Build.com needs to deal with the failure of my unit to me.

  Business Response

  Date: 06/29/2023

  Hi *****,
  
  I sincerely apologize for the confusion. The item does have a 5 year warranty since it is LED. We are happy to send a replacement for you under warranty. Please confirm you would like to proceed with the replacement and I am happy to help.  We greatly appreciate your business!

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our order number is #********. We ordered a Jetcoat shower wall system and shower pan. The shower walls were delivered damaged. We contacted Build.com and the representative sent out replacement panels. They also arrived broken. Build.com then indicated that that item was no longer in stock and would refund us $710. My wife *********************************** reached out to the company again on April 27, May 19th, May 22nd, May 26th, May 31st, June 22nd and June 26th. The representative indicated that the refund went though and we should be patient. The last conversation on June 22nd, the representative said he put the refund through on June 13th and it posted on June 21st. We are still not showing a refund on our credit card. We would like a refund as promised of $710.

  Business Response

  Date: 06/27/2023

  Hi *****,

  I sincerely apologize for the delay receiving the refund for the damaged item ordered with us 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. We greatly appreciate your business! 

  Customer Answer

  Date: 06/29/2023

   
  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 with the condition that they actually refund the money. They have been telling us for three months that they would refund the money and to just wait 7 to 10 days. The money never comes.

  Once I actually see the money credited to my account I will consider it resolved. 

  Thank You

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

• Initial Complaint

  Date:06/11/2023

  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 ordered 8 replacement aerators 2 months ago and never received my order.

  Business Response

  Date: 06/16/2023

  Hi Shira,

  I sincerely apologize that the order placed with ** has been back ordered via the manufacturer and for the inconvenience this has caused. I have submitted the request to cancel and am awaiting confirmation. This is only a request and not an official confirmation. Once confirmation is received, you will receive an additional email.
  
  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: 06/18/2023

   
  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.

  Thank you for resolving this issue, I understand that it was back ordered, and I appreciate the service!

  
  

• Initial Complaint

  Date:06/07/2023

  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.

  Return #******** | Order #******** Product doesnt ********* reluctant to order the replacement from build.com bc of all the freight hassle. Products were delivered in the rain on pallets that were full of **** and soot, which ran off and stained my driveway. I had to remove the pallets to stop the driveway damage. Someone picked them up off the street. Now I dont have the pallets but the freight carrier requires pallets and for me to pack up the return with metal straps that I also done have. None of this is available to me. Build.com already charged me $150 for the return.

  Business Response

  Date: 06/16/2023

  Hi ******,

  I sincerely apologize for the unsatisfactory delivery experience you have had with us as well as the difficulties you have had with the pick up of the item and for the inconvenience this has caused. We strive to use carriers who deliver items curbside with the utmost care and efficient communication and regret this was not your experience. I am working on options for you via the carrier and will advise ASAP. We greatly appreciate your business! 

• Initial Complaint

  Date:06/05/2023

  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.

  I bought a sink from build.com with lifetime warranty the sink broke and i asked it to be covered and was told that they don't make them anymore that they could send me a check for what i paid for it. I been waiting to receive the check for a month and half i was told it took 2 to 3 weeks for it, i gave it time i then reached out asking where the check was and i was advise they sent the check to the wrong address even after i provided them with the correct addressee and confirmed with them they did have correct addressee. To this day i still have not received it. would like my refund sent **** to the address that i gave.

  Business Response

  Date: 06/06/2023

  Hi *********,

  I sincerely apologize for the delay receiving the check owed and for the inconvenience this has caused. We have stopped payment on the current check since the address is incorrect and submitted the request for a new check to be issued with the correct address provided. Please allow 2-6 weeks for the check to be received. We greatly appreciate your business and again apologize for the inconvenience all of this has caused. 

• Initial Complaint

  Date:05/30/2023

  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.

  It's upsetting that I have to go to this extreme to get this matter resolved. This all started several months ago when a ****** Sink we had professionally installed by **************, began showing a hairline crack. As it continued to get worse, we contacted ****** as the sink was under warranty. It took several attempts and calls but we did it it resolved. That is why I hate to submit this complaint as ****** sent us the replacement sink. When sending the sink, we were instructed in writing that we were to contact them when the sink was installed and we would be instructed how to return the defective sink. To our surprise, ************** came out almost immediately to replace the sink; we were thrilled to get this taken care of. We contacted ****** that very day (Feb 27, 2023) via e-mail. It took a few calls to finally be told that ****** would be arranging to have the sink picked from our home and they would be e-mailing a pre-paid label "with-in an hour." After NUMEROUS calls to ****** and continued promises that we would receive the prepaid label "within an hour" it has become obvious that we are NOT going to retrieve the sink and we are frustrated! ****** verified everytime that they had the correct e-mail address: *************************** The last time I told ****** that my husband is threatening to put the sink in the trash; he is angered that this huge box is still sitting in our garage! I am concerned about discarding the sink without acknowledgement from ****** that they are aware this is being done. ****** needs to retrieve the sink or acknowledge we are having our trash service pickup and discard the sink. Again, I hate making this complaint but it is obviously the only way we are going to get ****** to respond. Please, ******, let's resolve this! ***************************** ************************** **************

  Business Response

  Date: 06/01/2023

  Hi ******,

  I sincerely apologize but looking in our system, I do not show that a ****** sink was ordered via our Build with Ferguson network of sites. I would strongly recommend contacting the place of purchase directly for further assistance. 

• Initial Complaint

  Date:05/22/2023

  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.

  Failure to Deliver Bathtub, Unresponsiveness of **************** Representative, and Negative Impact on Remodeling Business I am deeply dissatisfied with their failure to deliver the purchased bathtub within the promised timeframe, the unresponsiveness of their customer service representative, and the negative impact it has had on my remodeling business and our reputation among our customers.On 04/24/2023 our remodeling company, placed an order for a bathtub through Build.com. During our initial conversation with *****, a customer service representative at ********************** on the phone, she assured us that we would receive the product within 2 to a maximum of 3 weeks. Relying on this commitment, we proceeded with the purchase, as timely delivery is crucial for the success of our projects and maintaining a good reputation with our customers.To our dismay, the promised delivery date has long passed, and we still did not receive the bathtub. Despite our repeated attempts to contact ***** and the customer service department, our phone calls have gone unanswered. This lack of communication is not only unprofessional but has also put us in a difficult position with our customers, as we are unable to fulfill our commitments to them due to the non-delivery of the crucial bathtub.As a result we have delays in our remodeling projects. We have faced financial losses, as we have had to bear additional expenses in finding alternative solutions to procure the necessary bathtub at short notice. Moreover, our customers have expressed disappointment and frustration with the delay, which has negatively impacted our reputation and our ability to secure future projects.Immediate delivery of the purchased bathtub without any further delays or complications.Reimbursement for the additional expenses incurred due to the failure to deliver as promised.Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.

  Business Response

  Date: 06/01/2023

  Hi *****,

  I sincerely apologize for the incorrect lead time information given as well as the lack of communication you received via our customer service representative and for the inconvenience this has caused. Looking at the order, the Kohler tub is a special order item and leaves the warehouse within **** weeks or more as all lead times for items not in stock are estimated and subject to change. The tub shows delivered on 5/31/23, if not received or a return for the tub is needed, please advise and I am happy to help. Since the tub shows delivered and as stated on our website, we are unable to reimburse for additional charges incurred I am unable to provide a partial refund for the tub. We greatly appreciate your business and again apologize for the inconvenience this has caused. 

  Customer Answer

  Date: 06/01/2023

   
  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.
  
  

• Initial Complaint

  Date:05/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14, 2022 I placed an order for a Thermador appliance package through Build.com. The total cost before tax for these items was $26,348. There was no indication when adding to my cart or at checkout that any items were delayed. At 12:34pm I received an email confirmation, subject "Your Build With Ferguson Order #******** Is Being Prepared For Shipment." On June 20th I received the first email stating, "we're sorry, some of your items are now backordered." The items included my entire kitchen package and indicated that the delay would be several months, ostensibly due to COVID.At least 20 customer service contacts and 8 months later I received my refrigerator, dishwasher and microwave. The customer service rep with whom I spoke/emailed repeatedly was *******************************. My contractor has long gone; my kitchen was complete in October 2022 and I had to wait with boxed items in my for him to return and install, which he did. Approximately 4 weeks ago (April 2023) I called and spoke with a different customer service **** **************************** desperate for an update on my order. He said that it looked like June (confirming my last communication with ********************) for the range that I paid $14,849 in June 2022. I asked what current wait times were for the same range, as the website indicated no backorder status. He stated ***** weeks. I asked if this meant I could order a range now and have it sooner than the range I ordered in June. He had no response. Build with Ferguson is intentionally misrepresenting the fulfillment status of their items. Waiting on appliances that cost me nearly 30k for a year and being put off with "it's Thermador's fault" each time I request a resolution is fraud. I asked about install since I no longer have a contractor and was told that they don't have install relationships. I would like my range delivered ASAP and to be compensated for the time I've spent requesting assistance as well as the cost for scheduling my own installation.

  Business Response

  Date: 05/12/2023

  Hi ***,
  
  I sincerely apologize that the range ordered with ** has continued to be back ordered and for the inconvenience this has caused. Per the website, the item has a ***** week lead time or more before it ships. The current estimated back order date is the end of May per the manufacturer. I have issued a $203.30 refund for the inconvenience this has caused. 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 and I am happy to help. We greatly appreciate your business!
  
  

  Customer Answer

  Date: 05/13/2023

  I am rejecting this response because:

  I appreciate the refund of $203 for the inconvenience but the fact remains that I have been waiting for nearly a year on a $15,000 purchase that did not indicate backorder status when paid for. A quick calculation of interest compounded monthly based on my current investments has a return of approximately $1,700. My fulfillment date was grossly misrepresented to me from the start and my contractor is now on a job in another part of the state. I not only have to pay for professional installation, I have to **** up my losses on my $15,000 that Build.com has had for one year with no purchased item to show for it.

  Financial compensation should meet or exceed the cost of professional installation. I also require a smaller window than "late May" as I will have to schedule someone to be here for receipt and install. Lastly, I would like written assurance that Build.com will not push my ship date back for a fifth time.

  Thank you for your attention to this matter.

  
  

  Business Response

  Date: 05/17/2023

  Hi ***,

  I have been given a shipping date via the manufacturer of 5/19/23. 

• Initial Complaint

  Date:05/05/2023

  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.

  In Feb 2022 I had a charge from build.com for ****** that was supposed to be refunded. Unfortunately it was never refunded. I provided evidence that it was supposed to be refunded via an email from build.com. I opened a dispute in Q1-2023 proceeded to prove via email and also provided the transaction ID and tracing information. The dispute was ruled in favor of build. An additional purchase was made with build for 871.** for a dishwasher in early 2023, a dishwasher. This was delivered but defective/damaged and returned during the delivery. Build stated it was not returned. No additional evidence could be provided, but again was ruled as a valid transaction via discovers dispute process.

  Business Response

  Date: 05/08/2023

  Hi *****,
  
  I sincerely apologize for the unsatisfactory experience you have had with us and for the inconvenience this has caused. Since the refunds for the items referenced do show that they have processed and have not been rejected on our end, I kindly advise reaching out to your credit card instituation. If a letter stating the refund was rejected via the credit card institution can be obtained, we can assist further. Otherwise, since we show the refunds as processed, speaking to the credit card institution to resolve the issue on there end is the effective course of action we can recommend. We greatly appreciate your business!
  
  

  Customer Answer

  Date: 05/08/2023

  I am rejecting this response because:

  Credit card issuer unable to verify refund was sent to my account. No verification provided by Build that could be tracked to my credit card information provided and  could not locate refund. 

  
  

  Business Response

  Date: 05/10/2023

  Hi *****,
  
  I sincerely apologize that my response was unsatisfactory and for the inconvenience this has caused. Per ****************, the reference # and transaction ID were given to you as of January 2023. We unfortunately can not post the information via BBB for security purposes. For further assistance as mentioned previously, for further assistance with the refund, please contact your credit card company or bank. 
  
  

  Customer Answer

  Date: 05/10/2023

  I am rejecting this response because:

  The transaction ID and reference provided does not link to the card transaction and is not associated to my account. Thus the refund was not issued to me and no tracking goes to my credit card account. 

  
  

  Business Response

  Date: 06/01/2023

  Hi *****,

  We have provided the transaction IDs in reference to the account on the order where the refund has been issued. For further assistance, you must contact your bank/credit card company directly. 

• Initial Complaint

  Date:04/27/2023

  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 had an incredibly frustrating experience with Build.com. I purchased a bathroom vanity for almost $2000, and while the box it came in looked perfect, the stone countertop was actually fractured. When I contacted Build.com about the issue, they first told me that I had missed the window for damage inspection, even though I was within their 90-day return policy. They then suggested I contact the manufacturer, but they no longer produced that model. When I went back to Build.com, they offered a measly 15% back as a store credit, which was far less than what it would cost to replace the stone top.Despite trying to reason with their customer service team, they completely ignored my emails. It was a terrible experience and I regret not doing a chargeback on my credit card. I would not recommend using Build.com based on my experience."

  Business Response

  Date: 04/28/2023

  Hi ****,

  I sincerely apologize that the vanity purchased arrived damaged as well as for the unsatisfactory experience you have had with us and for the inconvenience this has caused. We strive to ship items free of damaged/defects as well as to provide exemplary service and regret this was not your experience. 

  I am happy to offer $500 to keep the item as is. Please confirm you would like to proceed with the refund offered and I am happy to assist you further. 

  Customer Answer

  Date: 06/29/2023

  I am rejecting this response because:

  Yes, this is not resolved. They replied offering a resolution in the form of payment and I wanted to accept it but it was closed before I can reply. Can you please reopen the case so we can actually get it resolved?

  Business Response

  Date: 06/30/2023

  Good Afternoon,

  Based on your reply, you will accept the $500 refund to keep the item as is? Is that correct? Please confirm and I am happy to assist you further. 

  Customer Answer

  Date: 07/05/2023

   
  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.