Absolute atrocious customer service. I spent over an hour on hold just to find out where my refer was. The shipping company (Estes) is just as bad. Do not use this company, waste of time and money. They sold me a refer that didn't come with handles. Was not aware of that when I purchased it online. Had to spend another $300 so I could open my fridge. I'm on hold again for another hour to determine if they didn't deliver the handles, or it doesn't come with handles to begin with. Never mind the fact the ice/water dispenser stopped working the next day after installation. read more

I ordered all in all products for $10k+ for our new house. A couple of boxes had parts missing (like drain for sink etc.). I had 5 chats with the customer service so I could get the missing parts. Each of them confirmed the parts will be shipped and followed up by email. No parts ever arrived. When following up by email response ... no ever answered again. You cannot get anyone on the phone - so all is via chat (wait time about 45 min). Finally: I cannot use the sink / cabinet for $1200 as the parts are still missing (after 3 months). DO NOT order anything from build.com if the package contains multiple parts - you will never get those parts. read more

I'd like to replace a built in Microwave, and fortunately build.com has the parts in stock. If you have a contractor, Fergusons is good for a remodel. But if you don't, Costco or Bestbuy (Pacific Sales) or anywhere on earth that offers a service is better because build.com cannot recommend someone to install anything you buy from them. build.com with Fergusons is a company that cannot refer a contractor. That's you business model, really? read more

Tried to get a replacement tank but they just ignored me with no answers. Terrible customer service

I ordered door knobs through Build with Ferguson as I wanted them keyed alike and I was unaware Home Depot could make Schlage keys match. I ordered a front door knob with deadbolt set, back door knob with bolt and additional exterior door, but the front door did not come with an interior handle or interior deadbolt latch. I called and the wonderful customer service agent Jessica explained that these items are sold separate from the interior bolt and handle and squared me away - after I placed an additional order. It cost me $100 or more beyond what I would pay at Home Depot and all the items arrived in separate boxes on separate days. While Jessica's service was 5 star and the correction process was easy, the value was lacking and the ordering of separate pieces was annoying. So consider that before you place your order. read more

Purchased a new stovetop from build. Their website clearly called out that it came with a conversion kit for propane, and it did not. They claimed they are not responsible for content on their site and refused to return or exchange it. Buyer beware, recommend finding from a more reliable source. read more

Build with Ferguson does not know how to ship toilets. The first toilet arrived cracked, spoke to customer service who assured me fragile label would be added to the replacement shipment. The second toilet was also cracked. Now I am stuck with 2 broken toilets. Customer service said they would arrange for pickup of broken toilets. That never happened. My advice...Stay away from Build.. read more

​I ordered a toilet, which came in 2 shipments (toilet and tank) by 2 different carries requiring signatures. Which would mean twice waiting around for a delivery person to call to give a 3 hour window for an item that is not exactly prone to theft. Toilet arrived within a week, Tank never arrived, which meant several phone calls to Build.com and Estes (the shipper, equally bad). After several calls with 30 minute hold times I left a call back number but still, crickets. Additionally, I sent several emails to both Build and Estes, hearing nothing until almost 3 weeks after order was placed. Finally was told (by a different shipping company) that order was on a truck somewhere. I told them to send it back, as I had ordered the same tank from Home Depot requiring no signatures and no delivery fee, which showed up within a day. read more

Ordered a refrigerator from them. Receipt & email states delivery on 10/2. Today is 10/4 with no calls/no emails/no communication from them. Of course you can never get anyone on the phone. Finally I get a person with a pulse who informs me to contact the Freight co., which I did. The freight company tells me that the package arrived at their destination, not mine, damaged. I would not have known any of this without contacting the freight company myself. Back to Build with Ferguson - they will send me a replacement and here I go again ~ having to wait another 2.5 weeks for a new refrigerator when I should have had one by now. So disappointed. This company came recommended by a family member who lives in VA, says he never had an issue. NY ~ ISSUE. They don't want to help the average homeowner, now had I been a building professional things would be different. You've been warned, stay clear of ordering appliances from them. EDIT: the reason I ordered from them other than the recommendation was because the refrigerator needs to be a certain size & color. read more

I ordered twice a bathtub that was "in Stock" on their website. And also, I called customer service to confirm if it was in stock, and the answer was yes, it was in stock. After the payment, I got an email saying it was not in stock. This happened twice on both orders.If you have a limited time for your order, do not buy from this site. They are not organized well! read more

If I could rate zero I would. Placed an order and my credit card was charged once the delivery was on its way. After 3 weeks of hearing nothing I checked the status and it indicated it was delivered. Turns out they indicated that both items were delivered but yet they never left the Warehouse. When I called they had no explanation but said they would ship the items immediately. When I asked the receptionist what address she had for me she said, "Oh! That's good you asked because they had no address for you on the invoice. That's why you never received it. She took my address done and said it would be delivered ASAP. A day later I get two messages indicating that both items were out of stock and I would be receiving it some time in late October (almost 3 months later). I told them to cancel both items and reverse the charge. read more

I am currently remodeling 3 bathrooms and Build.com has sent the wrong bath tub, broken vanity, broken sinks and has not helped in the return or exchange. I never leave scathing reviews as with remodel projects things happen. This experience is beyond unprofessional. read more

I'm four star happy and it would have been a five star if it weren't for the fact I had to wait so very long for a replacement toilet tank cover. IT had a manufacture flaw and we let them know immediately. I did go thru ALLOT of calling different numbers before I got results but in the long run I'm super happy with the results. read more

Their customer service is stellar. I received an exhaust hood for my kitchen, but it was shipped directly from GE, so Build.com is just the middleman. Anyway, it came dented due to rough handling by UPS. Build.com immediately shipped a new one, only asking me to send some pictures of the damaged product. Well, UPS did it again. Good grief. SO, I have (2) dented hoods. Build.com said to keep them. They shipped a third unit via someone other than UPS. It came dented. I refused the shipment as it was on a freight truck line. Build.com immediately refunded my money and apologized. I have (2) dented hoods, and will try to use one of them in the meantime, as we already tore the old one out. GREAT customer service... would deal with them again, without question. Shipping was NOT their fault. read more

For a company that is hell bent on buying out their competitors, their customer service is exceptionally horrible. If you need to contact a representative either by chat or phone you will waste hours like I did. I had a shipping issue that Build.com and UPS wanted nothing to do with. Was I supposed to be employed as their shipping department? Build.com created the problem by entering a ceiling fan as a 1 pound package which delayed my shipment. It caused me to cancel my electrician appt at the last minute as they said the package would arrive on time. I incurred a fee from the late cancel and they took no responsibility. I asked for a supervisor to call me and I'm still waiting. The other benefit is that since I needed a specific item that only they had, I paid double the price. This is a terribly run company that only cares about their bottom line. Stay away and write them off!!! read more

I purchased two faucets and paid $88 for one day delivery. The items were listed as being in stock and in the warehouse in the city where I live. Three days later I get a notice that my faucets will be shipping soon. I called to ask for a refund for the $88 I paid for one day delivery, and their excuse was that it means one day delivery from when it leaves the warehouse. This is intentionally misleading on the part of the website. The customer service rep was rude and condescending to me and I was told "I'm sorry you feel that way." Don't bother paying extra for expediting. It's a rip off. read more

Ordered some items for kitchen project. They sent a huge, expensive sink just haphazardly thrown in a box with all the packing removed and thrown in. The sink was all scratched up. Clearly had been returned. I called and stayed on hold more than 30 minutes to get an agent that said they would send out another sink right away. Later I get an email stating the sink is on back order. I need it for a project so I will cancel the order. I have been on hold now for more than 40 minutes trying to get customer service again. I also sent emails with no response. Terrible, terrible, terrible. Will not order another item from this company. read more

Company is a joke. Ordered a schlage lock back in October and it keeps getting put on back order. Money taken out of my account and everything. Meanwhile the website says for sale, continues to sell them and doesn't state anything about it being back ordered/out of stock (with an increased price). Support told me 2 months ago it would be here. The real kicker is after waiting an hour on hold I got hung up on by someone who doesn't understand "customer service" at all... moral of the story, don't waste your time, and I'll be disputing this with my credit card. read more

There should be option for ZERO stars. I placed an over $1000 order and had to do a partial return of unopened product. They sent me an email saying they received the return and issued a credit to the BUILD credit card I used - but they did not!! Two months later I'm calling and calling and all Build rep's say "the credit was issued, we'll send your inquiry to our finance team." All this while BUILD credit card company keeps those collection calls from India coming. Then when you've called several times with no results and your phone number is identified by their system and no one there wants to take your call, they escalate your inquiry to "The Office of the President". "The Office of the President" does the same as the ones before (i.e. "following up, with someone, somewhere") - and after nearly a week of this (doing nothing) they have the audacity to require you to send them copies of your BUILD credit card statements. Finally I contact BUILD credit card company to open a formal dispute (disputes are negative against credit scores by the way) and BUILD credit card company says "I can see in the computer system that your return for that amount was received, but BUILD is holding on to the credit and not processing it." read more

I ordered a chandelier which arrived damaged - the inner copper wire was sticking out of the black wire coating and there was white paint on the black coating which indicated someone had previously attempted to put the chandelier up and damaged it. I then called Build with Ferguson to get a return authorization; I was sent an initial email indicting I would receive a Return Label within 3-5 days. It has now been a week without a label and I am spending another hour holding on the phone with this company. I will not buy from them again. read more

STAY AWAY FROM THIS PLACE! This place is a headache to deal with. I tried to buy a sink from them. The website kept changing the price. I tried to call twice to get confirmation of the price fluctuations and was unable to get an answer. I ended up just purchasing the sink at the lower price. Two weeks later they randomly cancelled my order without explanation. I called and they told me the item was discontinued and won't be sold anymore. I searched the site and found several still on there so I contacted again and they said they cancelled because the price was wrong and they couldn't give it to me for the price they had on the website. I told them if the inability to get the answer prior to ordering and was told it was discontinued. They said it was "discontinued at the price you bought it for" so they didn't lie to me. They basically just repeatedly sent me the statement saying they have to right to cancel any order for any reason they want. read more

The product arrived damaged and I refused the shipment - and shipment tracking shows it arrived right back to their warehouse four days later! It has now been THREE months since that refusal and I am still waiting for my refund. I have spoken with four different customer service reps - each of them telling me that they processed my refund and that it would take 3-4 days for it to arrive in my bank account. Yet, here we are, still no refund. Three months. Perhaps their policy is to stall as much as possible in hopes to get the customer to give up. Not happening - especially with an $1,600 item. DO NOT BUY FROM THESE PEOPLE!!! They are crooks. read more

I have never been as frustrated and disappointed with a customer service situation as with BUILD. They sold me $15,000 worth of appliances, half of which don't work, and they sold me $1000 worth of extended warranties, none of which is worth a dime. Kristen Kieffer, Joshua Dawson, Morgan, Emily Stapp, Patricia, Venice Lombard - anybody in the office of the President - do you have ANY interest in redeeming any customer goodwill AT ALL? read more

I found the exact hardware online that I saw in a local store (exact model etc). Ordered multiple styles in different quantities for a kitchen remodel. Build.com has been extremely difficult to work with. They shipped 23 pulls that were here locally to their main warehouse OUT of state and said they were delivered to my house. I was charged for them. Cannot obtain a refund. Another order, they would never send me the return label. I've reached out multiple times (phone, email and chat). Eventually the order is showing as refunded, but it has never been credited to my credit card. Horribly organized. Not customer oriented. Very disappointed. I was told by someone on chat that some of my pulls were on back order until May. Kitchen is almost done. So they were going to cancel that order and I ordered a large amount of other ones to replace. Lies! I got the shipment and billed. Was only able to return a small portion. One piece, they wanted to charge me $6 more than I paid for it. I have many other crazy examples from my experiences with them. read more

No real people to assist just a run-around. believe me you should avoid this company like a plague. They always answer a question with a question with no real substance to what they tell you.... all on email. No person just robo cues of choose 1 thru 4 and then experiencing heavy volume no person answer.... phone ringing for 10-15 minutes and I of course hung up. Yep they are laughing that their telephone that I called is in a empty room somewhere never to be answered. As others have stated, some of their customer service reps are untruthful. I accept blame for not reading their reviews before placing my order. It got to where every time I communicated with them, I felt I was being scammed. Do yourself a favor and shop with your local stores as Builder Ferguson is a jole. read more

So easy to communicate with. Prices are super competitive. Ordered bathroom fixtures and shower and bathtub trim and shower heads as well as an amazing mirror from them. Returned several items because of a change in our master bathroom design. Returns were easy to do and there was no restocking fee! One item was damaged before it was boxed to be shipped to us and Build.com went out of the way to get undamaged items to us. Wish we had discovered them sooner but will still use them for door handles and locks and anything else they carry that we need. read more

Sadly I can't leave NO stars. Never buy from this place. I did and while they took my money instantly, and told me it was in stock, and told me it would be delivered in 10 days or so...all of it was just a pack of lies. 2+ weeks later I called to see where it was and was told it would be delivered...4 mos from now. What a piece of crap this outfit is. No notice, no explanations, no apologies. Just crap. Save yourself. Buy elsewhere. read more

We needed a 220volt wall heater for a rental and searched many sites looking for what we needed. Ferguson's had it - we called them to ask a few questions then we ordered it online. The staff we spoke to was professional and very helpful. The wall heater arrived earlier than expected and no issues with the heater. We installed it and it is working great. Would definitely order from them again. read more

Buyer beware. This company charges your card when you place the order and then they place the order with their vendor. Don't trust if they say they have it in stock, they are the mercy of their vendors. I canceled the order because the lead time they told me at the time of placing the order was overwritten by their vendor by several weeks. They still have not refunded me because they are waiting for their vendor "to conform cancellation". They are quick to take your money but everything else is up to their vendor. My suggestion is go to Amazon instead, Amazon stands up for their customer no matter who the vendor is. read more

We ordered and paid for a range hood. We received a different model range hood with a different (lower) Max CFM. I spoke with multiple customer service representatives who took all of the documentation and then never responded when they indicated they would. As of the date of this review, several weeks later....no response or recourse provided by Build.com. It would have been better to buy from a local store where model number can be verified before delivery. read more

Everything they sell is overpriced. Can't find one item that I can't buy somewhere else for at least 10% less. That's also with my "Pro-Pricing" - real shame as it would be great to find a one-stop shopping site for building products. read more

I bought drawer slides to install in our cabinets from Build with Ferguson. When I was ready to install them, I discovered there were no instructions. I went to the website and found nothing. I entered into a chat with a representative who told me I must contact the manufacturer of the item for instructions. Go figure. Do yourself a favor and just order right from the manufacturer. read more

Ordered numerous light fixtures/sinks/faucets on line over a few years, never had a bad experience. was able to order and return items I didn't like with no issues. Love their Chat Option, the reps are always great. Overall, excellent experience read more

Ordered a key pad and latch for my door. They were listed separately, not as a set, and I ordered from them specifically because they had them in stock. They did not have them in stock. I was told part of my order was delayed and would not be available for three months. I called to cancel the rest of my order and was told it had already shipped. What a pain. read more

I ordered a second outdoor light. They shipped the wrong color housing but because it was going in a location of my yard that the color didn't matter I went ahead and installed it only to find out they also sent the wrong bulb wattage. (The packaging had no wattage information on it.) When I contacted Build with Feguson for help, they told me they could do nothing for me because I had installed it and to contact a local hardware store for help. They did not even offer to sell me the correct wattage bulb--apparently too much trouble for them. Be careful if you do business with these folks. read more

I have been looking for weeks for a particular shelving unit. All retailers have been sold out. Yesterday I saw that Build with Ferguson showed that they were carrying it. I began to order on-line along with having an on-line customer service chat with a gentleman named Bilal. He assured me that they had it in stock and since it was Friday , I would get it the following Tuesday. Very happy with the attention and information I was getting from Bilal, I completed the transaction. Much to my surprise I was kept informed of the status of my purchase and the shelving for the next 24 hours and it was actually delivered the following day!! Amazing. You got my future business. read more

I purchased a Kohler white sink, they sent me a shower pan and wanted me to pay to have a pick up scheduled because I refused to drive it to a shipping facility! They sent me the sink and I paid almost $500 to install, take out the old, hook up plumbing etc. 3 weeks later the finish on the sink started cracking in the corner and on top. 4 reps I spoke to tried to resolve this. I received several emails telling me to send it back, spoke to the reps don't send it back...They finally sent me a replacement and the rep said we'll make this right, send us the contractor invoice and I'll get you some money back...call after rep after call. In all fairness one lady did try and call me back but otherwise, just leave messages. They do not want the old sink back to try and see what wrong that its cracking ( which they say they have never seen before so I would think they would want it to try and see what happened) so I have to pay to have that removed, new install and dispose of their 130 lb broken sink for them. For all my trouble, making it right...they refunded me $100. Do NOT buy from this company!!! read more

Worst customer service ever. Oder came shattered first time, Replacement was completely wrong second time, while trying to get my order after a month and a half being without a toilet on my main floor, the customer service rep was rude and sarcastic. "Dusty" NOT "Steven" as I thought he had stated had the worst tone and was snappy. I will never use them again! read more

This company's customer service is terrible. They don't answer their phone and their live chat takes forever. Once you get a customer service rep, you can't get a straight answer. read more

I have ordered several thousand dollars in products from this company for work I was having done at my elderly mothers house. The closet doors received, the company delivered the wrong size. I contact Austin Nichols and he arranged for a courier service to pick up. When the courier service arrived to pick up they refused stating the packaging was not good. They were in the original packaging received from Build.com. My contractor notified me they were the wrong size. I lefts several voice mails and emails to Mr. Nichols that went unanswered even though this is their mistake and they were in the same packaging deliver in attached to the pallet. These glass doors sat in front of the house for 4 months with no resolution. My contractor agreed to donate them to habitat for humanity since I was now receiving complaints from the neighbors. I will never order anything from this company again and warn others of this horrible experience. read more