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:10/20/2022

  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.

  regarding company build.com I purchased 13 doors for my home all interior for a remodel then an additional 4 more under order number ******** return number ******** this order was placed on the telephone and the doors were the wrong size with damages i waited over 32 days for a return pick up with the company they hire called ****. this company was impossible they made 3 appointment's and never showed up. I took off from work 3 times and no show. finally after complaining to build.com they arranged to have this company pick up the doors. today they charged me back ******* i am very upset

  Business Response

  Date: 10/26/2022

  Hi ******,
  
  I sincerely apologize that the wrong size doors were received as well as the difficulties you encountered with the pick up of those items and for the inconvenience this has caused. We strive to package orders accurately and provide a streamline return process and regret this was not your experience. As of charge of $1492.08 has been refunded and should appear in the account on the order within 3-5  business days. We greatly appreciate your business and again apologize for the inconvenience this has caused. 
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  Build.com refuses to disclose the size, in inches, of the ice cubes made by the EdgeStar PIM200.

  Business Response

  Date: 10/20/2022

  Hi ***,
  
  I sincerely apologize but we do not have the information you have request about the size in inches of the ice cubes that are produced by the Edgestar PIM200. We can advise that the machine produces 40 lbs of ice and produces full cubes at a storage capacity of 2.4 lbs. 
  
  I have included the link to the Owners Manual for the PIM200 for your reference and our product page for the item on the Build with Ferguson website has specifications about the product as well that we can provide.

   

  https://s1.img-b.com/build.com/mediabase/specifications/edgestar/1745837/edgestar-pim200-owners-manual.pdf
  
  

  Customer Answer

  Date: 10/20/2022

  I am rejecting this response because:

  Build.coms ongoing refusal to answer my reasonable question about the EdgeStar PIM200 is an act of bad faith.

  
  

  Business Response

  Date: 10/26/2022

  Hi ***,

  I sincerely apologize that my response was unsatisfactory and for the inconvenience this has caused. We have provided the information and resources for the product that we have and information can also be found on the items product page. Unfortunately, we do not have an answer to your specific question or access to that specific information so it can not be provided. 

  Customer Answer

  Date: 10/26/2022

  I am rejecting this response because:

  Other sellers of ice cube makers have been willing to answer my questions about the size of the ice cubes made by their ice cube makers.
  
  It is inappropriate for Build.com to not have an answer to my question about the size of the ice cubes made by the EdgeStar ice cube maker.

  
  

  Business Response

  Date: 10/31/2022

  Hi ***,

   

  I again sincerely apologize that my response was unsatisfactory and for the inconvenience this has caused. Unfortunately, as previously stated, we do not have the information requested. The item has also been discontinued and removed from the website. I apologize for the inconvenience this has caused but we do not have the information you are requesting. 

• Initial Complaint

  Date:10/13/2022

  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 requested my account be deleted and to have my personal information completely removed but the company flat-out denied. They mentioned they could only unsubscribe my email address but would not close my account.

  Business Response

  Date: 10/18/2022

  Hi ****,

  I sincerely apologize that the customer service representative was unable to delete the information requested and for the inconvenience this has caused. Please see the link below to begin the process of having your data removed from the database. 

   

  https://ferguson.bigidprivacy.cloud/consumer/?xd_co_f=NzUyNzczNzEtMDM4My00YWVmLTgwY2MtYmZkNjkyYTRmZWI4#/dMf02ovZbN

• Initial Complaint

  Date:10/10/2022

  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.

  An ordered shower head was ordered on build.com several months ago and we were told multiple times that it was back-ordered. Now it is the only thing that prevents us from finalizing the remodeling inspection. We were unable to live in the new house because of this part and build.com refused to send us a temporary shower head or offer any other solution.

  Business Response

  Date: 10/18/2022

  Hi Xiang,

   I sincerely apologize that the item ordered continues to be back ordered via the manufacturer and for the inconvenience this has caused. We strive to provide accurate stock information as well as lead times given to us via the manufacturer and regret this was not your experience. 

  
  As stated on our website all back order dates are estimated and subject to change multiple times before the order ships. We are unable to meet your request to send out a temporary shower system that is in stock if an item is back ordered. However, I am happy to submit the request to cancel and our sales center can recommend an item that is in stock and readily available to ship if you would like. 
  
  Please advise if you would like to cancel the item for a refund and look for an alternative item via our sales center and I am happy to assist you further with the cancellation. 

  Customer Answer

  Date: 10/18/2022

  I am rejecting this response because: it offers no solution to solve the back-ordering problem caused by the business and is currently doing harm to my house, considering I already paid for the product. It has been offering empty blanket apology that wasted our time of communicating with them back and forth.
  

  Business Response

  Date: 10/20/2022

  Hi *****,
  
  I sincerely apologize that my response was unsatisfactory, however, when an item is back ordered and it is accurately stated as back ordered on our website, the shipping date via the manufacturer is estimated and subject to change multiple times before the items ship. 
  
  We are unable to meet your request and send out a temporary item when an item is back ordered, but as previously stated, we are happy to cancel the back ordered item and our sales center can help you find an alternative item that is in stock and readily available that you may purchase. Please advise if you would like to proceed with the cancellation and we are happy to help. 
  
  

• Initial Complaint

  Date:10/03/2022

  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.

  purchased bathroom vanity that arrived infested with termites, damaged, not evenly finished (some pieces varnished, other rough splintered wood).Made repeated attempts to return. Build.com sends email, confirming return and advising shipping label forthcoming. Then return, is "cancelled" without informing me.Trying to return for over 2 months. Every contact with build.com has to be "reviewed by team", delaying it even longer. Vanity with marble top is on heavy crate, having to move all over property to avoid damage from sprinkers and demo crew.Want a refund. If build.com wants the damaged item back. come get it.

  Business Response

  Date: 10/05/2022

  Hi *****,
  
  I sincerely apologize that the vanity purchased arrived defective as well as the difficulties you have had returning the item and for the inconvenience this has caused. 
  
  We strive to provide showroom quality products as well as a seamless return policy and regret this was not your experience. As of 10/3/22, a return has been processed for the vanity referenced and return information has been sent to the email on the order. Upon return of the item to the return destination, a refund will be processed within 7 business days.

  
  Please let us know if we can be of any further assistance. We greatly appreciate your business! 
  

  
  

• Initial Complaint

  Date:10/03/2022

  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 pack of 25 hinges thru ******* Marketplace. I received ONE pack. Build.com refuses to sent me the remaining 24 hinges I paid for and is trying to force me to return the item for a refund. Make good on your listing, and ship me my items. Ill be forced to leave negative feedback and relay my experience, and written communication from **** refusing the additional shipment. Formal complaint filed with ******* who agrees items should be shipped.

  Business Response

  Date: 10/06/2022

  We sincerely apologize for the discrepancy with your order. Unfortunately, we are unable to send the additional 24 hinges as previously stated. As a courtesy, we have now issued a full refund for the item you have received and will not require you to send the item back to us. We are working with our team to update our listings and ensure this does not happen again.
  
  
  We apologize for any inconvenience this may have caused. Please allow 1-5 business days for your refund to be processed. We greatly appreciate your business and again apologize for the inconvenience this has caused.

   

  Sincerely,
  
  
  Build Marketplace Customer Service

  Customer Answer

  Date: 10/07/2022

  I am rejecting this response because:  Selller did not ship the quantity of ********************************** the listing, but instead sent a quantity of 1.  https://www.walmart.com/ip/5025017-SLF-CLOS-HING-WHIT-2-34-Hickory-Hardware-2-34-in-W-X-2-63-in-L-White-Steel-Self-Closing-Hinge-Pack-of-***********   Instead, 1 item was shipped.  Instead of delivering  on the purchased items and honoring the listing they forced a refund.   Mistake or not, this is false advertising and I'll make sure I leave a negative review if not resolved to my satisfaction.
  

• Initial Complaint

  Date:09/13/2022

  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.

  Purchased 1 kichler 12volt led 13watt 35 degree floodlight model# *****azt27 from lighting direct/ buildcom, phone# **************. After various conversations with both ******* lighting and telling me it has a15year warranty and lighting direct/buildcom customer service on dates 8/16,8/17,8/**********/24 trying to get a replacement or refund ,it seems they just give me the runaround.spoke with ********************* ext#**** andCrystal ****** ext6753 both with lighting direct customers service but neither has resolved the problem even though they seemed to want to give me a replacement recommended by ******* lighting model#*****azt27. I believe its someone of a higher position not wanting to refund of ****** dollars or a replacement under the 15yr warranty. Direct lighting customer service said they would contact / email ******* for a recommendation on replacement of flood light but I have heard nothing since. Double checked with ******* on the warranty twice and told me it has a 15 yr warranty and entitled to a replacement and lighting direct should replace it with the new#*****azt27. Originally purchased floodlight on 11/28/2016 slip#***************. Phone# for kichler lighting is **************. Tired of the phone calls with hrs on the phone with no resolve!?both ***** and ******* from customer service seemed to want to help but it seems to end there!

  Business Response

  Date: 09/14/2022

  Hi ****,
  
  I sincerely apologize that the light ordered has stopped working as well as the lack of communication you received towards a resolution for this issue and for the inconvenience this has caused. Unfortunately, the item has been discontinued at this time. We are unable to send out a different item in its place under warranty. I have gone ahead and issued the refund for the item in the amount of $196. The refund should appear in the account on the order within 1-7 business days. You may place a new order for the other model specified if you would like. I again apologize for the inconvenience this has caused. We appreciate your business! 
  
  

  Customer Answer

  Date: 09/14/2022

  I am rejecting this response because:they dont have my new charge account number. They only have my old  charge account #.please send check refund or ask for my new charge account number?
  

  Business Response

  Date: 09/16/2022

  Hi ****,

   

  I sincerely apologize but we are unable to change the card on file and submit the refund to a different card. However, if the old and new card are tied to the same account the refund should go through. I took a look at the order and the refund was processed on our end on 9/15/22 and should appear in the account within 1-7 business days. If it does not, please let us know. I apologize for the confusion and inconvenience this has caused. 

  Customer Answer

  Date: 09/22/2022

   
  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.