Build.com

Review: Placed on line order for light fixture on 10/30. Needed it quickly so I chose their expedited delivery of 2 business days at cost of $32.41. Light was not delivered until Nov 5th. When I called they informed me that it says in fine print that it takes up to 5 days to get it out of their warehouse. THEN THE TWO DAY DELIVERY BEGINS! This was not evident at the time pf purchase, or I would never have incurred this extra cost. I consider this FALSE ADVERTISING!Desired Settlement: Refund of the 2-day shipping charge.

Business

Response:

We are sorry to hear that the customer was misinformed on our site regarding shipping times. I went ahead and credited the customer for the shipping costs in the amount of $32.41, this can take about 24-48 hours to show up on their account. If the customer has any questions or for future orders we encourage them to check stock and ship times with our dedicated reps in our call center to ensure they are receiving their product when expected. Thank you.

Consumer

Response:

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

Review: I made a purchase and then got an email saying they canceled the order because they posted the wrong price on their website.

Lighting Direct offered its Craftmade B544S outdoor ceiling fan about a week ago. It was listed on sale at $32.40 each and I ordered two. Grated, the price seemed too good to be true, but it is the end of the season and retailers are trying to clear inventory so I didn't think twice about it. I got my online confirmation of the order. The next thing I know I am getting a message from the retailer saying there was some computer error and they were not going to honor the price. They also offered a contact to call if I had questions. That person doesn't return phone calls. I understand that mistakes get made but I placed the order in good faith and that price should have been honored.Desired Settlement: I'd like to have my order fulfilled at the price I was originally promised.

Business

Response:

Initial Business Response

The customer ordered products that were listed for far less on our website than we normally sell them for. The price discrepancy was due to a glitch in our system, and has been since fixed.

A Senior Customer Satisfaction Specialist contacted the customer to discuss the situation. The customer now understands why we could not honor the listed price for the products. Our rep offered to sell the products at our cost, but the discounted price was still out of his budget.

The customer was appreciative that we contacted him to discuss the situation, and said he'd be willing to work with us in the future.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

The company did contact me to offer the merchandise at cost. Unfortunately the item was still almost 5x more than what was erroneously reported. I appreciate their effort to make good and declined their offer.

Review: I purchased several fixtures from Build.com. One of the fixtures was defective. Several were the wrong style. One set came too late.I contacted Build.com and spoke with a guy named [redacted]. He setup a return and sent me a return label.I promptly returned the items to Build.com using their labels. This was in February, 2014.I never received a refund.They owe me a refund in the amount of $891.30. I have e-mailed and called many times in the last year asking for my refund, but they have refused.The items returned were:1) Quantity 1 of the Defective [redacted] handleset ($404 each)2) Quantity 4 of the Schlage F51-LAT-CEN were the wrong style handle ($64.13 each, $256.52 total)3) Quantity 1 of the Schlage F40-LAT-CEN was the wrong style handle ($36.78 each)3) Quantity 5 of the Schlage B60N-CEN took too long to arrive (arrived a month later than everything, so we bought these elsewhere) ($38.80 each, $194 total)Total refund owed: $891.30If I don't receive a refund, I plan to file a case in small claims court, as well as contact my state's attorney general. I hope that they will send me the refund that they owe.Desired Settlement: Total refund owed: $891.30

Business

Response:

We sincerely apologize for the delay in issuing the refund to the customer. We have reached out to the customer asking for more information regarding where the items were returned to and tracking numbers in order to confirm delivery and issue the refund to the customer as they have not been received back to our warehouse at the address provided to the customer.. We have not received any response regarding tracking and can not issue a refund until we can confirm delivery of the products. We are working with the customer and happy to issue the refund once we have received the information needed.

Consumer

Response:

This businesses response is a complete lie.

Review: After numerous attempts to contact lightingdirect.com/build.com about replacement glasses for light fixtures, we have not heard from them.

After ordering a large quantity of wall sconces for our house during the beginning of January, 2013, we opened some of the boxes to find that several of the detachable glass plates were broken and/or shattered. Immediately after contacting lightingdirect.com about the issue, they stated that they would send us replacement glass plates, but they were on backorder from the lighting company ([redacted]), which we stated would be no problem and that we could wait for that short a period. After waiting for over 2 1/2 months, we did not hear from lightingdirect.com concerning the replacements and numerous emails sent to the initial agent that was handling the issue were unanswered. Without receiving the replacements and not having any response to emails, I went ahead and filed a Revdex.com complaint after several months of waiting, and finally received a response from another customer service representative/manager, [redacted], who apologized for what was going on and she personally assured me that she had immediately called [redacted] to inquire about the replacement glass and she spoke to a representative named [redacted] who stated to her that the replacement glasses were currently in transit and would arrive to lightingdirect.com on June 3, and would thereafter be immediately sent so that we are able to finally install the sconces. Ms. [redacted] also stated that if any issues were to arise to contact her directly by replying to her email and she would "personally take care of any requests you (I) have." After over 1 1/2 of waiting even further to receive the replacement glasses, I went ahead and contacted Ms. [redacted] about the issue and waited several days for a response, to no avail. Now after having tried to resolve this issue several times and waiting several months to receive a mere few replacement glasses and wasting countless hours trying to resolve this issue, I once again file a complaint to resolve this issue once and for all. As my house remodeling is complete and the only thing left is to install the remainder of the sconces which had arrived shattered/chipped, I need to get the replacements. Desired Settlement: Since the beginning of this issue, all I had wanted is for lightingdirect.com to stay true to its words of customer satisfaction and stand behind the products they sell. I have had to personally waste several hours to try to resolve this issue and have been lied to and ignored by lightingdirect.com personnel too many times. On top of that, I have had to pay way too many fees to the electrician company for rescheduling appointments that I had made for them to install the wall sconces, since I was promised by lightingdirect.com 3 times that they would have shipped the replacement glasses at a certain date or time frame, and was deceived. I have went ahead and contacted our attorney regarding the this issue and for further advice, as I feel that I have been played a fool one too many times by lightingdirect.com and their personnel, and want to uphold my rights as a consumer and take any action to upkeep the principle of the matter.

Business

Response:

Business' Initial Response

The customer's replacement shades have been on backorder, and he's been waiting after being told he'd receive them a few months earlier.

On Aug. 8, 2013, a Build.com sales manager contacted Kichler and informed them that the customer has been waiting for his replacement shades, and related the situation's urgency. [redacted] confirmed the replacement shades would be expedited to the customer on Aug. 26 via Next Day Air. Our sales manager informed the customer of the situation via voicemail and email.

We're extremely sorry that the customer hasn't received his replacement shades yet. The way this online shopping experience has gone is definitely an exception rather than the rule. And we fully expect the customer to receive his replacement shades.

Review: On 06/28/2014, I placed an order (order number [redacted]) with [redacted] (a unit of Build.com) for $1803.70. All items that comprised my order were of high quality, and shipped promptly. All seemed well!My order included two [redacted], priced at $104.10 each, for a total cost of $208.20. However, our contractor said that these were not needed. So, I obtained [redacted] (Return Number [redacted]) and returned these two items, unopened and each in its separate product box, in the original shipping box.Build.com issued a c[redacted]it, but for only one of the P-traps instead of both of them. I spoke with a representative named [redacted] on 09/09/2014 and explained the error. She then issued a new [redacted] (Return Number [redacted]) to account for the second P-trap and said that I would be immediately c[redacted]ited for this. Two weeks passed without the c[redacted]it appearing in my account, so I called [redacted] again and left a voicemail; this went unanswe[redacted]. I called FaucetDirect again on 09/26/2014, this time reaching a representative named [redacted]. She promised to ensure the $104.10 c[redacted]it was processed.With no action as of 10/03/2014, I composed a note explaining the situation and sent it to FaucetDirect. It was answe[redacted] on 10/04/2014 by a Build.com representative named [redacted], who said that the warehouse had not confirmed that the second item was delive[redacted]. He promised to follow up on Monday, 10/06/2014.I replied to [redacted], thanking him for his assistance, and included the [redacted] data from my return shipment:Tracking Number: [redacted]Service: [redacted] GroundWeight: 4.80 lbsShipped/Billed On: 08/25/2014Delive[redacted] On: 08/27/2014 9:49 A.M. Delive[redacted] To: [redacted], US Signed By: [redacted] sent another note to [redacted] on 10/10/2014, asking if he had any updates. As of today, 10/19/2014, there has been no reply.If [redacted]/Build.com could resolve this straightforward return/refund issue, I'd deal with them again.Desired Settlement: I returned two identical parts, each priced at $104.10, to [redacted]. The total value of this shipment was therefore $208.20. Heretofore, I have been credited only $104.10, representing only one of the two returned items. Unless aliens removed one of these items from the box after I shipped it, [redacted] should credit me the other $104.10.

Business

Response:

We apologize for the product not being refunded in a timely manner and for any inconvenience this has caused. We have fixed the problem preventing the credit from being issued. The extra item was accounted for and we are now crediting the customer the remaining $104.10. The customer should see the credited amount in the next week's time in their credit card account. If there are any further issues we would be glad to work with the customer with that as well.

Consumer

Response:

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

My thanks to Revdex.com Northeast California for acting so quickly on this! And thanks to [redacted] at Build.com, who worked to straighten out this matter.

Review: Ordered not delivered in a manner consistant with advertised delivery time.

Order # XXXXXXXX. I ordered this product on August 16, 2013. Per the item's description on the website, this item was a special order and would take 3-5 days to ship. I received an order confirmation upon placing the order and was told it would take 5-7 business days to ship. Obviously, this is much longer than they advertise on their website. Then, about thirty minutes after the order confirmation e-mail, I received another e-mail telling me that my order would ship on August 30th. This would be a full 10 business days or twice as long as I expected it to take when I ordered the product. I sent an e-mail to customer service and this is the e-mail I received in response:

Dear [redacted],

I'm so sorry for the inconvenience. The 5-7 business days are the number of days that the order takes to leave the warehouse and, unfortunately, the GrillWorks Trimline-IN-4x10 4" x 10" Wood Floor Register is currently on back-order from the manufacturer and will not be able to leave the warehouse until August 30.

If this is holding up a project, I would happy to return the Floor Register and assist in ordering a product that can arrive faster.

If there anything else I can do, please feel free to contact me. My name is [redacted], my extension is [redacted] and my direct email is [redacted]@build.com.

Sincerely,

Chico, CA XXXXX

(XXX) XXX-XXXX [redacted]

I e-mailed Megan back on 08/20/2013 to let her know that I did not believe that any other product would work for my needs so I did not want to cancel my order. I told her what our situation was but I never received a reply back. This has definitely caused a huge inconvenince for me as we planned to install our new floor over Labor Day weekend and it now looks like the product will not arrive until probably a week or more past that.Desired Settlement: I would like the product shipped out to us overnight at no additional cost to me so that the entire weekend will not be wasted. If it ships out on the 30th like they have indicated, we should have it in hand on Saturday August 31st.

Business

Response:

Business' Initial Response

The customer was frustrated that the product she ordered wasn't shipped in the manner consistent with the advertised delivery time. She special ordered the product, and then informed that the product was backorder. The lack of communication on our part frustrated the customer even more.

The cause for the backorder in the first place was a broken machine used in the manufacturing process. One of our sales representatives contacted the vendor, and the vendor was able to push the product through. The product was shipped Next Day Air on Aug. 28, 2013 and delivered the next day.

The customer was ultimately pleased with the outcome and this case is closed.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Business' Final Response

The customer posted a rebuttal to our response on September 4, 2013. The product she ordered is made to order, and was scheduled to be shipped on September 13, 2013. Our records indicate the product was delivered at 9:08 a.m. on September 9, 2013.

In addition, after the customer ordered the wrong product initially, we took care of the return costs and took care of the cost of the new product, as well.

On September 13, 2013, one of our sales managers followed up with the customer and left a voicemail. The sales manager also followed up with an email.

We consider this case closed.

The customer service at Build.com was bar none. Through the order, return, shipping process - there was consistent, one-on-one customer service the entire time.

I will be shopping again with this company just because of the customer service.

Review: On Sep 26, 2015 I ordered light fixtures, posts and other parts from LightingDirect.com (order # [redacted]) for a total cost of $1,311. The shipment was delivered by [redacted] on Sep 30 and left adjacent to my garage. Upon inspection, I discovered that two of the items (one light fixture and one post) were damaged. On Oct 5, I requested a return online at the LightingDirect.com website. I was prompted to select the reason for the return from a dropdown menu. I selected the only damage option available ("damaged during shipping") which was the closest choice to my situation. It is impossible to determine when or how the items were damaged as the damage could have occurred prior to shipment. At the same time I requested the return, I reordered the two damaged items (order # [redacted]) paying an additional $306.80. I was never contacted re the return request so I followed up with calls and emails. In a Nov 3 email, a customer service rep wrote that my initial return request “was filed as a freight claim and denied”. The items were not shipped by “freight” as that term is described on the LightingDirect.com website but rather by a common carrier – [redacted]. The website indicates that common carriers like [redacted] are used precisely because they provide tracking numbers and insurance for shipments. On Nov 13 I received an email from the customer service rep that stated, “I have requested the return and it will take a few days to process. Once you receive please advise me and I will issue a prepaid [redacted] label to ship those back to us.” Despite this promise, I was never contacted again, so, on Dec 15 I sent an email asking for an update. This email has not been replied to. LightingDirect.com has not responded to my repeated complaints about the damaged merchandise I received and has yet to resolve the matter. They have not fulfilled the assertions regarding quality, customer satisfaction and returns published on their website.Desired Settlement: I expect a full refund of $306.80. This is the amount I paid when I reordered the two items from the original shipment that arrived damaged. The original order was for multiple items and totaled $1,311. Since I still have the damaged merchandise, I would also like return shipping and shipping instructions so I can return these two damaged items.

Business

Response:

We apologize for the delay in issuing the credit to the customer. We have initiated the process for crediting and the customer should see it in their cc account within the next 3-4 business days. As this is set up as a freight claim (which is correct, we are sorry if the customer received conflicting information on this) the customer can dispose of the products as they see fit. The shipping company will not pick up the items because it is outside the time for their investigation. If the customer still has any questions or concerns they may contact us at [redacted]. Thank you.

Consumer

Response:

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

Review: Below is the order I placed: Order InformationOrdered on: Jun 13, 2015 Order Number [redacted]Check Order StatusTotal: $15.91Shipping Method: Standard DeliveryPayment Method: PayPalShipping ToBilling To[redacted] Lansdale, PA [redacted] 19446Product DescriptionUnit PriceQtyTotal NuTone 391 Replacement Vacuum Bags for Power Units (Package of 6) Finish: White $7.921$7.92Ships Monday, June 15th Subtotal: $7.92 Shipping & Handling: $7.99Grand Total: $15.91 It states this is a package of 6. I received 3 vacuum bags on June 18. On June 26 I corresponded with Jenai Johnson of customer service asking why I did not receive 6 bags. Her screen showed only 3 bags ordered. I sent her the above copy of my order and she said they were 6 gallon bags and that was the confusion. I responded that package of 6 infers 6 items. Several days later I responded to a questionnaire regarding my experience with Build.com and again expressed my concerns about not receiving the correct order. I have not received any additional follow up from Build.com. The website now states 3 bags as the amount for [redacted] 391 bags.Desired Settlement: I would like the additional 3 bags.

Business

Response:

We sincerely apologize for the confusion on our website regarding the [redacted] 391 vac bags size versus quantity. We have sent the customer the additional vac bags and consider this matter resolved at this time. We apologize for the inconvenience it has caused the customer.

Consumer

Response:

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

Review: I have been told three times that a credit would be issued in the last month and it has not happened, now the have sent me an email for a freight claim they want me to sign stating I have received a refund, sorry that's not happening!Desired Settlement: Money back

Business

Response:

We are so sorry that it has taken so long for the customer to receive their credit, unfortunately it can take up to 30 days with a freight claim to receive it. When looking at the customers order it has been credited as of 3/25/2015 in the amount of $92.57. This credit process can take approx. 48-72 hours to process once its been issued. The customer can call us for a reference number if they are still not seeing the credit within that time period given. Thank you.

Consumer

Response:

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

Review: I ordered a faucet and mounting ring for my sink from Build.com and received it on Friday August 14, 2015 late evening. As soon as UPS delivered the product I opened them to see the faucet which I was suppose to have installed the next day, however to my surprise the faucet looked used and was scratched so I immediately called Build.com and was told I would receive a return slip and emailed the slip. I thought I would receive say Monday or at latest today, Friday August 21st then emailed it would take 3 to 5 business days but I still have not received it. I have called 3 times to get the status and everyone says oh I put in the request and it will be taken care of well except the rep that I spoke with on today who initially said the return was denied but then said it should not have been. I am not understanding if this product is scratched and appears to be used as the hole looks broken how long can it take to send me this slip so I can get refunded. I am a bit concerned as the rep I spoke with on today stated there were no notes noted from my previous calls about the product being scratched or broken. I just want to send back this product, both as I have no use for the ring without the faucet, and get refunded. The reps that I previously spoke with such as [redacted] told me there were notes on the account. Also, the rep today started a new return request I do not know what steps I should take at this point. I was told I would get the needed slip but have yet to receive it. I even asked about returning the product without the slip but was told the company wouldn't know what to do with the product without the slip. I have ordered products before and had to return from other companies and it has never taken this long. I told the rep today that I was told from previous reps that the account was being noted but he did not see such notes. I also informed him I feel like I am being lied to all I want is a refund.Desired Settlement: Return products and get a refund.

Business

Response:

We apologize for the delay in sending the return information to the customer. We have worked with our vendor to have a return RGA and label sent out and the customer should receive it within the next hour's time. If there is anything else we can help with the customer can contact us for further assistance. Thank you.

Review: I have made a purchase of lighting fixtures, and decided to cancel after knowing it would take more than 2 weeks for shipment to arrive. It's has been over 8 full business days passed but no return of my money. At first contact I was told my items were shipped to their cross dock location and once they see a movement back to vendor I will get my full refund. Waited couple of days, and at another point of contact, this time I was told money only be returned only when items will received by vendors. And again I waited and waited, it has been over 8 full days now. I'm still waiting for my money to be returned. I have spoke and emailed to numerous people, As always I get respond back from them saying they will be looking into my issue. But nothing further and no progress will be made. I have lost all my hope, if I ever get to see my $1200 back again.Desired Settlement: Please help me to get my money back. Thank you

Business

Response:

We sincerely apologize that the customer had not received their credit when they were initially informed they would. To resolve the issue we credited the customer on 8/27/14. The customer should have seen the credits on their credit card transaction history within on 3-5 business days of that date. We have not heard back from the customer about any further issues.

Review: I ordered a mailbox on the Build.com website. It stated that they had "20 In Stock" and that it "Ships in: 1 to 2 business days". The next day after they charged my credit card I got an email stating that the new ship date is 2 weeks out. It is very clear that they obviously are not stocking 20. If this was an innocent inventory mistake than why well after their discovery of the problem was their website still claiming "20 In Stock" and "Ships in: 1 to 2 business days"? After doing research on the company it seems false inventory claims are a very common complaint. To me, it is a very unethical business practice to bait the customer then turn around and change the details of the binding transaction.Desired Settlement: I am requesting a full refund if they do not follow through on their claim of "Ships in: 1 to 2 business days".

Business

Response:

We apologize that our system was not updated correctly for

this product. As of now it is showing that 10 days are needed for shipment processing

of the mailbox. This was updated after we found that the vendor did not have them in

stock We are working to get the information completely up –to-date on

this issue at this time so there is no stock showing for this special order item.

We try to have our sites as current on stock as possible by live feeds from our vendors.

There are occasions that we get the wrong information from our vendors and we are not

aware of this until an order has been placed. The volume and variety of products we carry can, very rarely, cause some

incorrect information placed by the vendor to be logged onto the site. We apologize that this

happens. We do not intend to misinform our customers and normally, when we find

these issues, they are taken care of as soon as possible so no other customers

are hindered by the error.

We apologize again for any time lapse that has happened

between the complaint and the site’s data being fixed. Again, we are currently

working to get this resolved completely and are willing to work with the

customer on any issues they still need resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me for this particular item. I can only comment on this item.

I purchased a foreclosure and needed to fix a leaky faucet. Found the parts to fix it myself including the o-rings. I made the mistake of thinking the o-rings came in pairs since the item was labeled "o-ring kit". I went to order another single $0.35 o-ring that would cost me $5.99 in shipping and got frustrated. I called customer support and explained what happened and the woman helping me was able to get the part sent out to me without using the gold plated $5.99 envelope. Great company to work with.

Review: I ordered a $550 bath tub from Build.com. It shipped to me badly damaged (In 4 different spots?!) I called to have it picked up and refunded. I needed the tub ASAP so I went to [redacted]'s and bought an in stock tub. Not the one that I wanted either. No big deal. I was told it'd be taken care of. A week later I call to check status. I was told to send in a few pictures and then I could give it away or whatever. I sent her the pictures and asked that it be picked up. My plumber doesn't even want it. She basically told me to screw off. My problem now. I can pay to have it picked up? Who does business this way? I send you damaged goods and you deal with it? The driver took notes, pictures and called it in as damaged at the time of delivery as well. This tub has caused a lot of wasted time and money. First of all, I demanded my refund. How are they still holding my money??? Secondly, it is taking up a huge amount of space. I need it gone. They sent me junk and now won't deal with it. If I don't get a favorable response I'm going to waste more of my time dragging their company in the mud on every site that will allow it. The Associate ([redacted]) put me in their rewards program for my trouble. Yes, you just read that correctly. As my reward, I am put in a program to buy more of their products? Funny thing is, I would have had this been made right! I'm doing a100% remodel on an1898 old Painted Lady and need a ton of items!Desired Settlement: Obviously want a refund. Secondly, I want them to pick this damaged tub they dropped off up. This is a 5 foot heavy bathtub not a shoebox I can toss in the trash.

Business

Response:

Thank you for your email and we sincerely apologize for the inconvenience this has caused you. A refund for the tub was issued on 2/5/15 to your account and our returns team has determined the tub can be disposed of and we do not need it to be returned due to damage. We recommend donating the tub to your local [redacted] if you are unable to dispose of the tub. Often [redacted] offers to pick up the tub from your residence. Please let us know if we can be of any further assistance.

Review: I've tried for months to return a shower door that doesn't fit my shower opening. The person I ordered it from said it would fit, I gave him all the measurements for the opening over the phone.It arrived and the contractor said it was to big and showed me it was about 1/4 inch to large.We trash pickup that day so we hurried and got the boxes out to the trash, assuming the door would fit. I called and was give the information to return the door, and told to go to [redacted] for shipping. [redacted] said they would need $200.00 to pack the door. I sent an e-mail to build.com asking them to ship me boxes so I could return the door, since I feel that $200 is to much for a $422 door. I didn't receive any response from build.com (Lulu was the person e-mailing me).What I would like to do is have them mail boxes so we can pack and return to them and receive a credit to [redacted] account or if they want just credit my [redacted] account for the full amount. This all started in February. Thank you[redacted]Desired Settlement: Refund to [redacted] or container to return door in and refund to [redacted].

Business

Response:

We are so sorry for the inconvenience this has been for the customer to return their product. With our return policy it does state to keep the original packaging your item arrived in, in order to return your item, however we are over looking this at courtesy to the customer. Unfortunately we do not physically have boxes at our location to send the customer and the vendor denied the request we sent them asking if they are able to send the customer boxes. We are currently working with the customer to come up with a resolution for this matter and are willing to do what we can to get it resolved. We are awaiting to see if the customer is able to use the box he will be receiving from a different company he ordered a new shower door from. Thank you.

Consumer

Response:

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

We'll see how it goes after we receive our other door.Thank You[redacted]

Review: I originally ordered on 10/24 three contractors packs of pull knobs through build.com, which I later found out were manufactured from [redacted]. When I received my order on 10/29 I only received 3 individual pull handles. I then made a call to correct the problem. I was then told that the gentleman from Build.com would contact the supplier and get it corrected and send them expedited shipping but being as it was coming on a weekend they still would not be able to ship till Monday probably. I called again Tuesday to check the status and was finally sent a tracking number that my item was just shipped with a standard delivery.I was offered an apology and sent on my way. In my eyes of doing business this is totally wrong!!! I feel that I should be compensated for this in some way. Shipping these items next day would have been a great way, (just saying). This does not look good on your company nor does it look good for [redacted] and I will make it known wherever I can, whether it be with the Revdex.com or just blasting reviews on the web to be careful. I am not trying to make things difficult but I feel very strong about a lot of businesses now days abusing the customer and feel that if I ran my business that way I would not make a living and not be able to sleep at night.Desired Settlement: I would like to be compensated for part of the cost of the hardware. I was charged 76.02 for the hardware that was messed up originally and then took forever to reach me after the mix up. I would be happy to get a 50% off which would be a refund of 38.00.

Business

Response:

We sincerely apologize that the correct quantity of items did not arrive in the first shipment and for the inconvenience it has caused. The order states that the request for replacements was made on Thursday 10/29/15 and confirmed on 10/30/15. Per our website the order states that there is a 1-2 day processing time with the manufacturer before the items leave the warehouse excluding weekends. Since the items were shipped from NC the manufacturer did not rush the shipment due to a short transit time to FL. The items were delivered on 11/4/15 with a transit time of 2 days. Even though the items were shipped via standard ground, due to the reasonable delivery date we will not be issuing a refund as requested.

Consumer

Response:

I am rejecting this response because: I feel that short distance should have not made a difference in any matter. The customer was waiting on the handles and the mistake was not my fault but I am the one paying for it. I feel the order should have been expedited and paid for by either build.com or [redacted] not paid for at my expense. That being said I feel that I should be offered some settlement for the hassle and inconvenience rather than an apology and told to move on.

Review: I ordered some bathroom fixtures. After I placed the order, I noticed that somehow 2 of one of the items had been ordered, when I needed only 1. I called the company and they told me that they would take off the extra item and I would not be charged. I received the shipment but did not open it for several months. When I did open it, I found that the extra item had not been taken off the order. I called customer service to arrange a return. I was told I could not return it because it was past their 90 day return policy. I explained that I had already requested the item be taken off the order (at the time I placed the order) and had been told the item would be taken off. I had never been informed that they had not taken the item off the order. Even so, they would not accept a return and told me I should try to sell the extra item on ebay. Since they bore some responsibility for the issue, I believe they should accept a return of the item.Desired Settlement: I would like them to either accept a return of the item or reimburse me for the money I paid for it, which is $131.22 plus $17.05 in taxes.

Business

Response:

Our records show that the customer, [redacted], purchased from Build.com on June 1, 2013 and the order was received June 5, 2013 (according to package tracking records).

Review: Double oven damaged in shipping. Box did not indicate any sign of damage. When we opened it about 3 months later a request for replacement was denied. Long delay was due to new house build, needing to acquire for kitchen cabinet specs, then opening to install when kitchen was ready.

Oven was purchased with thirteen other items needed for a new build. Total invoice was $10,249. Intent of purchase for a new home was clear. Lag was unavoidable - we had to purchase the oven to get the specs and ensure availability of this specific model / dimensions for the cabinets. We did identify other items that showed damage on the outside and returned them. There was zero evidence of damage on the oven box, and it sat in the back of my builders warehouse untouched until we opened it to install.

The oven in question is a Frigidaire FPET3085K at $2,098 - not a low end product. This item will be installed in a $750k house - installing damaged goods is not acceptable in the quality of a house like this.

We sent build.com pictures of the damage and was told that the notification was beyond the allowable window, and our request for replacement was denied.Desired Settlement: replacement with an undamaged item

Business

Response:

Initial Business Response

The customer received a product that was damaged. Upon opening the box, it appeared the product was damaged prior to shipping (no damage to the box). The return policy on our sites states the customer has three days to file a claim, but the customer says the lag time in filing a claim was unavoidable, due to the kitchen remodel project.

A member of our sales team contacted the customer on Oct. 8, and the customer said he would call the manufacturer to come look at the structural damage to the product

We're continuing to work with the customer towards a resolution.

Review: Ordered vent was sent wrong item and did not receive RGA, after numerous emails ordered another vent and sent wrong item again.

I contacted this company with exactly what I needed and was given a part number to order, it was wrong & I requested to return it 2/25/13 and as of today 5/8/13 still have not received it after numerous requests.

After more & more emails I was given another part number to order and I had to buy 2 of these, I was reassured that this was the right item and it had a light cover. Received today and it again is wrong, just the vent no light cover.

All in all I have spent $87.27 and no vent cover. At this point I do not want another go around with this company, I do want a total refund and the 2 authorizations to return these items with postage paid to return them. Desired Settlement: At this point I do not want another go around with this company, I do want a total refund and the 2 authorizations to return these items with postage paid to return them. Total paid $87.27

Business

Response:

Business' Initial Response

We're extremely sorry the customer had such a negative shopping experience with Build.com. This is definitely the exception rather than the rule, and we work tirelessly to make sure each customer knows they're important to us.

In this case, the customer received the wrong product multiple times, and, as a result, requested a complete refund. On May 9, 2013, we issued the customer separate refunds of $68.04 and $19.23 for separate purchases. The total refund is for $87.27 and takes care of both purchases the customer made with Build.com.

Since this was the customer's desired resolution, we consider this case closed, and we're very regretful she had such a negative experience.