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:04/24/2023

  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.

  Purchase date 4/8/2023. $85 icemaker. Would ship in **** business days. Today is the 11th BD. *** does not recognize the tracking number of ********...must start with 1Z and be 16 digits. Build Rep told me that *** lost it and they won't give me a refund until it is found. From day one that incorrect track number was all I had and it never came off of waiting to ship. It is coming from a third party, which was not stated anywhere when I made my purchase, and I can't contact them. Sounds like I've been scammed. Wish I had read reviews on this company beforehand...they're out there.

  Business Response

  Date: 04/26/2023

  Hi *******,
  
  I sincerely apologize that the item ordered has been lost in transit as well as for the difficulties receiving the refund and for the inconvenience this has caused.
  
  I have refunded the ice maker and the warranty. The refunds will appear as 2 different transactions in the account on the order within 1-7 business days. Please disregard any return information received as it is for our purposes only. If the item is ever received, please let us know and we will set up a return for you. 
  
  We greatly appreciate your business!
  
  

  Customer Answer

  Date: 05/10/2023

  I am rejecting this response because:

  They sent e-mails last week stating that they have issued refunds. Nothing in my bank yet as of 5/6/23..

  
  

  
  

  Business Response

  Date: 05/12/2023

  Good Afternoon,

  The refunds show issued as of 4/27/23 in the amounts of $73.60 and $11.98 and should have appeared via the 2 different refunds within 1-7 business days of that date. Please review your bank statement within that time frame and if the 2 refunds have not appeared, I am happy to provide the transaction ID's. Please confirm.

• Initial Complaint

  Date:04/20/2023

  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.

  Ordered multiple plumbing fixtures, some were never delivered, some came damaged others were completely wrong items. Sent emails called customer support no luck. Order is over $4,000, we will be filing disputes with cc, this whole experience has been a nightmare, save yourself the trouble and buy from local supplier

  Business Response

  Date: 04/21/2023

  Hi *******,
  
  I sincerely apologize that hte items ordered arrived incorrectly or damaged and for the inconvenience this has caused. We strive to use vendors that package items accurately and use carriers that deliver items with the utmost care and regret this was not your experience. 
  
  As of 4/20 and 4/21, we have filed freight claims and issued refunds of the claim items and set up 2 returns so the incorrect items as well as additional items you wish to return can be returned for a refund. Please advise once the returns are in the mail and we are happy to ensure your remaining refunds within 7 days of the items being received to the return destinations. 
  
  Please let me know if I can be of any further assistance. We greatly appreciate your business!
  
  

• Initial Complaint

  Date:04/17/2023

  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.

  Since February 7th, I have ordered 3 Miseno bi-fold barn door slabs, Model No. MBD1117 from build.com. All three have arrived damaged. After receiving the first damaged door, they were back ordered so I had to wait several weeks for the new one to be delivered. I then ordered a second one at the same time. When both of the two new doors arrived, they were both damaged as well. Now the doors are backordered again, and it appears I cannot get new ones for at least two months. This is seriously holding up my kitchen remodel, and I do not have doors on my pantry or on the opening to my laundry room. All three doors had SEVERAL pieces that were either split, chipped, broken or scratched badly - I could not even put together one non-damaged door trying to use all three boxes of materials. Last week I ordered FOUR new bifold barn doors, in the hopes that two of them will not be damaged, and I intend to return the other two. I do not want to pay for shipping back. My guess is that most of the damage is caused by shipping, as the doors are not packaged well AT ALL (the only thing in the flimsy box with the wood boards is paper thin styrofoam - no other padding). I am not exaggerating about the styrofoam being paper thin. Here are the Order numbers for the damaged doors I have already received: ********* ********* ********* Here's the Order numbers for the four doors on order: ********* ********* ********* Here's what I would like to see happen: (1) I need the four new doors shipped now, not two months from now, as I need doors on my kitchen openings and have been waiting since February 7th (2) I need these doors packaged properly, so that they will not continue to arrive completely damaged (3) I don't want t pay for any shipping for any returns (4) I would like a refund for all but two doors

  Business Response

  Date: 04/19/2023

  Good Morning,
  
  I sincerely apologize that the doors ordered as well as replacements have arrived damaged and for the inconvenience this has caused. We strive to work with vendors who use adequate secure packaging and carriers who deliver items with the utmost care and regret this was not your experience. 
  
  If you would like to cancel the 2 replacement orders for a refund, I am happy to work on fulfilling that request. Please confirm. 
  
  For the most recent order for the 2 doors, I sincerely apologize but we are unable to change the back order date as the item is currently in production and that is the projected estimated ship date we have been given the manufacturer which is also subject to change. Please advise if you would like to wait for the doors or also cancel that order for a refund and I am happy to assist you further.
  
   We do greatly appreciate your business and again apologize for the inconvenience all of this has caused.

• Initial Complaint

  Date:04/07/2023

  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 received an email that an order was placed under my account. I did not place order. I got online and cancelled order. Reached out to customer service to have account deleted, was told I had to call in. After waiting 30 minutes finally spoke to another rep who told me they have no way to delete accounts. Someone was committing fraud under my account and I want it deleted so it does not happen again.

  Business Response

  Date: 04/12/2023

  Hi *******,
  
  I sincerely apologize that an order was placed via your information that you did not place and for the inconvenience this has caused. 
  
  If you can provide the order #, we are able to flag the order as fraud in our system. I have searched our database via your information IE email, address and first and last name and do not show a Build with Ferguson account with us on file. Please advise the order # if you have it and I am happy to assist you further.
  
  We greatly appreciate your business and again apologize for the inconvenience this has caused. 
  
  

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because: The customer rep I spoke to previously has changed my email address in the system instead of deleting my account. The new email address is ******************. The order number was 85183783. I have already gone into the account and cancelled it myself. I would appreciate to have all of my PI deleted from your system. Thank you!
  

  Business Response

  Date: 04/13/2023

  Good Afternoon,

  Please see the link below to our site where you can follow the process to request data or have data removed from our system if applicable. 

   

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

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because: I have already requested to have my information deleted. I received an email not 5 minutes later saying you couldn't do it.
  

  Business Response

  Date: 04/20/2023

  I sincerely apologize that we are unable to delete an account. We are happy to flag the order as fraud but are unable to completely delete the information. 

  Customer Answer

  Date: 04/24/2023

  I am rejecting this response based on my last response. 
  

• Initial Complaint

  Date:03/31/2023

  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.

  As part of Order #********, I purchased a Kohler toilet that was damaged in transit. My partner **** and I contacted your company several times and submitted photos of the damage on June 6, 2022 as requested. That same day, on June 6, 2022, I was told that if I did not hear back in 35 days that I could dispose of the damaged toilet and that I would receive a refund for the entire Kohler toilet set (tank, seat, and bowl). Its now been 9 months and I have not received a refund as promised. I have even followed up numerous times and have not received a response even though I was told I would. I would like the refund I was promised in the amount of $263.50 ($92.01 + ***** +******) plus tax for the damaged Kohler tank, Kohler bowl and Kohler seat since they are a set and were no longer usable. I do not have the items any longer since I was told that I could dispose of them. Please see the attached email correspondence and order confirmation. Thank you.

  Business Response

  Date: 04/03/2023

  Hi *******,
  
  I sincerely apologize that the Kohler toilet ordered arrived damaged and for the inconvenience this has caused. 
  
  I am happy to assist you further. Please provide pictures to this email thread and I am more than happy to assist you further. We greatly appreciate your business!
  
  

  Customer Answer

  Date: 04/04/2023

  I am rejecting this response because I already included the pictures in the email to build.com previously. I have reattached that correspondence here. 
  

  Business Response

  Date: 04/06/2023

  Hi *******,

   

  I have issued the refund in the amount of $286.89 for the Kohler item. 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: 04/06/2023

   
  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. However, I also received a shipping confirmation email today that makes it look like the entire order is being re-shipped. Can you confirm this is an error? I don't want any products re-shipped, I only need the refund. Thanks.
  
  

• Initial Complaint

  Date:03/28/2023

  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 3/17/2023, I ordered a mirror from build.com that cost $258.30. The transportation carrier was DM transportation. The mirror was supposed to be delivered to my home by 3/19/2023. However, the package was not delivered to my home on 3/19/2023 but to a different address on 3/23/2023. I called build.com on three occasions: first when my mirror did not arrive on 3/19: second, when the tracking info said it was delivered to a different city: third to question the whereabouts of my item. The last time I called I was told that a new mirror would be shipped via *** , would arrive in two days, and I would receive an email with the new *** tracking info. That was 3 hours ago, and I havent received any email! Im beyond frustrated with such negative business practices! I just want expedited delivery of the mirror that I ordered 11 days ago!

  Business Response

  Date: 03/29/2023

  Hi ******,
  
  I sincerely apologize that the mirror ordered was sent to the incorrect address and for the inconvenience this has caused. We strive to ship items accurately and in a timely manner and regret this was not your experience. 
  
  It is my understanding, that you would like to receive a refund at this time rather than a replacement? Please confirm and I am happy to assist you further. We greatly appreciate your business!
  
  

  Customer Answer

  Date: 03/31/2023

  Due to a lack of service and failure of a timely delivery, I cancelled the order and expect a full refund of all monies paid. Thank you for your assistance.

  Business Response

  Date: 04/03/2023

  Hi ******,
  
  I sincerely apologize for the confusion and incorrect shipping information you received and for the inconvenience this has caused.. Looking at the replacement order, the replacement mirror shipped freight on 3/28 via DM Transportation and is currently in transit to your location.
  
  I am happy to attempt an intercept to return the item to sender if you would like, however, I can not issue a refund until I confirm the item will be returned to sender. Please advise if you would like to accept the item or if I should move forward with the intercept and I am happy to help. 
  
  

  Customer Answer

  Date: 04/05/2023

  I am rejecting this response because:I cancelled the order with build.com on 3/28/23.
  

• Initial Complaint

  Date:03/18/2023

  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.

  On July 14, 2022 I placed Order #******** for a light fixture. This item was in the box until returned 1/8/2023. (The style no longer fit and was delayed due to interior repairs.) The return label was created and the item was received back on 1/20/2023. Return #******** . After a couple of weeks I noticed the item had not been refunded and made my first inquiry to build.com about the refund. I was told that because the build.com credit card program (original payment) was closed they had "difficulty" processing the refund. I was told this would be resolved and a paper check would be issued. This was the end of January. Still no check. I simply want my refund check.

  Business Response

  Date: 03/20/2023

  Hi *****,
  
  I sincerely apologize for the delay receiving the refund for the item returned and for the inconvenience this has caused. We are currently working with our headquarters to have checks for the Build Credit Card refunds issued to our customers as soon as possible. Once the check is processed, please allow 4-8 weeks for the check to be received. In order to begin the process of a check being processed, please advise the best address to send a check to and I am happy to assist you further. 
  
  

  Customer Answer

  Date: 03/20/2023

  I am rejecting this response because:

   

  This response is lame and unacceptable. Whoever responded needs to review the transcripts to understand that this conversation has been going on since late January. To repeat, the item was received on January 20th .. when no refund was issued - it was I the customer that had to initiate this conversation. Only to be told "there were technical issues" .. The entire company seems to be ill equipped to deal with this simple issue. Truly unprofessional and in my opinion consumer fraud. I am well within the bogus 4-8 week window and have provided my address on multiple occasions - so this is a stall tactic. I am so angry, as I have recommended this site to multiple friends and family. Not to mention I have placed multiple orders. I was once a very happy customer - but no more. I will no longer do business with this company. It is too bad that bad business practices get in the way of what was once excellent customer service. I expect a check within 5-7 business days. 

  
  

  Business Response

  Date: 03/22/2023

  Hi *****,
  
  Thank you for your response. I sincerely apologize but I am unable to have the refund issued within 5-7 business days as requested. If you can please provide the correct address for the check to be sent to, we can get the check processed for you. However, this does not bypass the lead time of 4-8 weeks once the address is provided. I sincerely apologize for the inconvenience this has caused. 
  
  

  Customer Answer

  Date: 03/23/2023

  I am rejecting this response because:

   

  No. waiting another 4-8 weeks is unacceptable. I don't know exactly what the problem is here, other than that this company is fraudulent or had financial hardship. This entire scenario is ridiculous, and a company with professional, proper work ethics would have it figured out by now. I have been told so many stories my head spins. 

   

  I repeat, this item was returned on January 20 which puts me well within the window of a refund check. Why do I need to wait another 4-8 weeks for my money? So maddening. 

   

  For the record my address is ******************************************************. This would be about the 4th time providing this address to build.com. 

   

  I expect nothing less than an immediate refund or a call from an representative to discuss further. 

  
  

• Initial Complaint

  Date:02/28/2023

  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.

  ***** was the total it was a glitter palette and single glitter- Diamond Skin Glitter Palette Forbidden Sprinkles Glitter Gel the 21 since Monday was presidents day. Because of that I waited an extra day and went to talk to the post office to make sure.It's been a full week and i contacted the seller but they've been rude and short, Then just stopped responding all together and like its over 100$ I would have settled for a replacement but now its just like can i get a refund.

  Business Response

  Date: 03/03/2023

  Hi Alysa,

   

  I sincerely apologize for the confusion. Build with Ferguson is a home improvement retailer that sells an array of home improvement products. Is this perhaps for meant for a different company? Please advise. 

• Initial Complaint

  Date:02/17/2023

  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 built a custom home in 2019 and purchased many items from Build.com totaling upwards of $40,000.00. One of those items is a defective $8,000.00 Range/Oven that I have not been able to use for over two years. Despite multiple attempts to remedy the situation with the manufacturer and build.com, I cannot even get a manager from build.com to call me back. Absolute horrid customer service. This item was deemed defective by the recommended service provided while it was still under warranty.

  Business Response

  Date: 02/20/2023

  Hi *******,

  
  I sincerely apologize that the range ordered in 2019 is defective and for the inconvenience this has caused. I have taken a look at the ************** your account and show a ********** range was refunded as of 9/12/19 in the amount of $9288.92. I do not show a record of any other range purchased with us. Since the range has been refunded in full, unless you referring to a different item, we are unable to be of assistance since the item has already been refunded in full. If this is in reference to a different item,please advise and I am happy to advise further.

• Initial Complaint

  Date:02/17/2023

  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.

  On September 27, 2022, I placed an order with Build.com for a KitchenAid icemaker and paid $2,861.13 via credit card. (Order #********)The icemaker arrived on September 29, 2022, in a box that said to call the manufacturer if their was a problem with the merchandise. The mechanism inside the icemaker was broken and I called KitchenAid, as per the instructions on the box. KitchenAid scheduled a repair visit, identified the broken parts, and scheduled another visit to make the repairs on 10/31/2022. I called KitchenAid on 10/31/2022 when no one showed up to make the repairs and was told the parts were not ordered, but would be ordered and were expected to arrive in about 6 weeks. To date, only one of the broken parts has been received and I can not get an answer on when the other part will arrive. Build.com, which sold me the broken icemaker, now claims that I should have called them when the defect was discovered, but that is contrary to the information provided with the delivery. It has been almost 5 months, and I still have a broken, non-working icemaker.

  Business Response

  Date: 02/20/2023

  Hi *******,
  

  I sincerely apologize for the difficulties you are having with the ice maker purchased and for the inconvenience this has caused. As stated on our website, defects and damages must be reported to us within 48 hours of receipt of the item. If damages/defects are reported outside of the 48 hours, the issue is considered a warranty issue that is handled by the manufacturer directly.
  

  Based on your message, I do see that the manufacturer is trying to help resolve the issue by getting the parts needed. I would strongly recommend asking for a manager at KitchenAid for further assistance on a parts update and other warranty options as we are unable to be of further assistance.

  Customer Answer

  Date: 02/20/2023

  I am rejecting this response because:

  The box in which the item was shipped clearly stated not to contact the shipper regarding defects, but to contact the manufacturer.  The manufacturer has NOT been responsive, as it has been five months and the icemaker is still not repaired.  Build.com sold us the broken icemaker and therefore should be responsible for replacing it with a working icemaker.

  
  

  Business Response

  Date: 02/23/2023

  Hi *******,

   

  I sincerely apologize for the inconvenience this has caused. Unfortunately, since the order is past the policy time frame to report damages or defects, I can only refer you to the manufacturer for further assistance. I would strongly recommend contacting the manufacturer and asking to speak to a manager to receive word on the missing part you are waiting on. I again apologize that we are unable to meet your request and for the inconvenience this has caused. 

  Customer Answer

  Date: 02/28/2023

  I am rejecting this response because:

   

  Again, Build.com shipped us a broken icemaker with instructions to contact the manufacturer, NOT Build.com.  Neither the manufacturer or Build.com has been able to provide a resolution to the broken icemaker that has NEVER worked.  Since Build.com was the seller, it is their responsibility to make this good.