We sincerely apologize for the confusion caused by the representative the customer spoke to regarding returning their productThere are appliances on our site that are not available for returns but [redacted] is not listed as one of them on [redacted] We are processing the return under our current guidelines nowThe customer should receive the RGA within the next 48-business hours and a discounted BOL will be issued for the returnThank you
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me, Pending receipt of my refund
I am rejecting this response because:This is the latest iteration of a reply from Build.com and the first time I hear about a return NOT being accepted or handled by the manufacturer I had been engaged in a back and forth with numerous individuals at Build.com for the last 2-1/months regarding this issue Not a single person ever mentioned the tile manufacturer as a reason for not accepting tiles return Some of the company reps were at the beginning receptive to my argument Many others refused to return my calls Some seemed to have been coached by a supervisor or simply refuse to engage with me in a conversation The fact that Build.com still refuses to address the problem or accept that it was their fault they wrote up the order wrong and delivered the wrong materials speaks volumes It is NOT that “the tile ordered didn't meet the customer's expectations” The tiles were completely wrong!!! They continue to pass all the blame onto me now by saying that it’s the manufacturer that’s not accepting the returns This is just insane The reason I bought from Build.com was because I thought they were an honorable vendor with good customer support and stood 100% behind the products they sold I don’t think it’s reasonable to expect a customer to buy from Build.com only to be told that you’re on your own; good luck dealing with the manufacturer This may be legal, but it’s definitely not ethical Build.com continues to insist that I am responsible for the order being wrong When I buy stuff from other vendors like [redacted] , [redacted] ***, [redacted] ***, [redacted] ***, [redacted] and others they have always stood behind their products 100% and have a much friendlier customer return policy If the product is wrong and in new condition the vendors accept the returns no matter how old Build.com’s hard stance would make sense and I would not be arguing any of this if I just had changed my mind about what I ordered or simply just wanted to return a product I didn’t like anymore, that is not the caseI would have no problem accepting responsibility for my mistake and would not be trying to pursue this return In this specific case they wrote up the internet order thru a web chat and sent me the wrong tiles; and this somehow continues to be my fault! Conveniently now it’s the manufacturer that is not accepting the tiles The confirmation email I received when the order was placed had the correct item description Again, all the labeling on the boxes received (over lbs) matched the confirmation emailAlso the shipping ticket that accompanied the order matched the description on the email and the boxes I thought that was a reasonable check on the accuracy of the order Once our contractor was about to start the tile installation we noticed the problem and immediately reached out to Build.com for an exchange causing a major delay to the project My $in tiles may not be much to a big corporation, but it’s extremely hard earned money I feel it’s practically being stolen Buyer beware, the extremely poor response to this issue shows Build.com doesn’t think much about customer service or our business I now have a pallet full of new tiles I cannot use and Build.com refuses to take back As of this writing the tiles are still showing up in their website with 13,boxes in stock!!! It makes no sense they can’t just pick them up and do the right thing here
We sincerely apologize for the way the representative handled the issue when the customer contacted us for the cancellationThe customer can still request a cancellation if needed for these productsWe have unfortunately had backorder problems with this particular hinge with [redacted] and our vendorOur vendor is stating that the new stock is scheduled to come in on 07/at this timeSeeing as the product will not be in stock until the 20th there is a very high chance that the cancellation will go through without an issueAgain, we apologize that the representative provided this information in a rude fashionWe work to provide the best customer service possible and are sorry this was not the case when the customer called inPlease let us know if we can assist further with this orderThank you
We sincerely apologize that the first solution of sending the part out was unsatisfactory and that you had to call in and speak with another representative to have a full replacement sent out and reach a satisfactory resolution The first representative should have checked stock of the part before offering to send the part out as the solution and should have also offered to send out a full replacementWe apologize for the hassle and inconvenience this has caused
We apologize for any delay on issuing the final refunds to the customerSome of the funds are still being processed while others are waiting for the return of the productsThe customer should see the rest of the funds in their account within the next 48-business hoursWe thank the customer for their patience
The customer does not wish to speak with us directly to come to a resolution on the refund amountBecause of this we must offer the amount hereWe are willing to refund the amount of $for the incorrect information the customer was providedWe apologize for any inconvenience the incorrect information may have causedWe will wait for the customers replyThank you
I am rejecting this response because: the "inconvenience" I was caused amounted to $not $ I received the order within days of it ACTUALLY shipping which is what I had originally been told The issue here is that your system did in fact notify me that it had SHIPPED when it actually was only ready pending pick up Had I not received an email saying it SHIPPED I would not have scheduled contractor on the other hand, had it ACTUALLY shipped when I was notified that it had, I would not have had to reschedule my contractor because it would have arrived in plenty of time The issue isn't when it delivered, the issue is being lied to and told it had shipped coupled with Build's inability to confirm with certainty the status shipped or waiting for pick up
***We sincerely apologize for the difficulties you have had with receiving damaged products and for the inconvenience it has causedPer our Logistics Department and pictures provided we have determined that the items were damaged in transitWhen an item is considered damaged in transit a freight claim is created between our company and the shipping companyWe ask that customers hold onto the damaged product for days from reporting the damage so the carrier has a chance to retrieve the item from the customers residence to survey the damageIf the carrier does not retrieve the item from the customer within days they are then able to dispose of the item as our company can not retrieve the productWe understand disposal of items may be a hardship for customers and in this case if a disposal cost receipt can be provided we are happy to reimburse the costWe again sincerely apologize for the inconvenience this has caused
Thank you for your response regarding my above captioned complaint relative to Build.com.Reviewing their response to the complaint I can understand that they have company policies regarding pricing errors However, their statement that the price was corrected within hours of the initial location of the error is incorrect That is where my major problem came with the company Even though the "pricing error" was discovered by them when I attempted to pay for my order, they continued to advertise these prices on-line even the next day while I continued to resolve this matter with themI continued to question why they were still advertising these products at this pricing a day after they were aware of the alleged pricing error l have screenshots of their advertisements that are date and time stamped if you would like them Their "error" was not corrected as they have reported, and that is why I feel they need to honor their advertised pricing If a company continues to advertise an item for sale at an incorrect price after they are aware of it, they need to honor it, otherwise it displays the company is participating in advertisement.Thank you for your review of this matter.Here are some of the screenshots Note that they are time/date stamped lower right As you can see their ads were still active later that day and even the next day while I was in the process of emailing [redacted] at Build.com to rectify this situation, well after the hours they claim the pricing was advertised on-line She was aware of the screenshots and I offered to forward them to her but she did not want them
All funds have been refunded to the customer as of 07/If the $is still not in their account they may wish to speak to their bank on the processing timeThe order is now to a $balanceThank you
I am rejecting this response because: I have said repeatedly that the travel card I used for the purchase was not a bank card It was an [redacted] ***) issued card such as the hundreds of cards accessible at various stores and business that one can purchase, deposit money onto, and use as cash I cannot access it now that it has expired I want to pursue this complaint as a warning to others who may be thinking about making an online purchase with www.build.com
We sincerely apologize that the item showed in stock on our website but your order was back ordered and for the inconvenience it has causedWe try to provide accurate stock feeds to our customers and on our website and apologize this was not the case for this itemWe have confirmed the item is now back in stock with the manufacturer and your order has shipped todayWe apologize for the unsatisfactory experience you have had with us
We sincerely apologize for the miscommunication that took place regarding this Amazon based orderThe second representative the customer emailed did ask for a name of the representative that provided this resolution option to the customerWe did not see any communication with our representatives before the second contact was madeThe credit has been issued for refunding and the customer should see it in their credit card account within the next 48-business hoursAgain, we apologize for the confusion and delay in getting this rectified for the customer sooner
I am rejecting this response because:The company representative should really be sending their correspondence through this messaging system instead of emailing me directlyYes, I have received an email response from the company representative, but they have provided no means of a resolution to the matter at handInstead, they simply continue to reiterate the facts about what happenedI am still waiting for some sort of definitive resolution
We apologize for the inconvenience that was caused by the fact that the funds had to be returned to the original cardWe unfortunately cannot send out a check if the original bank allows for a refundThe funds have already been refunded to the original card/bank and has been in that account since 07/We will be sending the transaction IDs to the customer and they should be able to contact the travel card carrier with that information to get a new card sent to them with the funds that were returnedWe thank the customer for their patience and they should see the email with that information shortly
We cannot issue a credit while a [redacted] Claim is being investigatedThe [redacted] case has to be closed for us to issue a credit, the funds are being held while [redacted] comes to a decisionThank you for your understanding
We apologize that the tracking number was sent out before the pickup by ***Our system sends out this information as soon as we receive it from our warehouse, even if it is only a holding number with the shipping companyA tracking number had been established, but the package had not been picked up at that timeIt has since been delivered according to the tracking number provided by ***The product was delivered on 11/The amount originally refunded to the customer was for the inconvenience that was caused by receiving the tracking information before the package was sent and for the unexpected delay this causedThe product was delivered within business days of the order being placed, which is within the time frame given for freight ordersThis being 7-business days according to our websiteThank you
The refund was issued to the customer on 7/20/in the amount of $and should have appeared back in there account by this timeI have emailed the customer the reference ID to follow up with their credit card company on the status of the refund
We sincerely apologize for the confusion caused by the representative the customer spoke to regarding returning their productThere are appliances on our site that are not available for returns but [redacted] is not listed as one of them on [redacted] We are processing the return under our current guidelines nowThe customer should receive the RGA within the next 48-business hours and a discounted BOL will be issued for the returnThank you
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me, Pending receipt of my refund
I am rejecting this response because:This is the latest iteration of a reply from Build.com and the first time I hear about a return NOT being accepted or handled by the manufacturer I had been engaged in a back and forth with numerous individuals at Build.com for the last 2-1/months regarding this issue Not a single person ever mentioned the tile manufacturer as a reason for not accepting tiles return Some of the company reps were at the beginning receptive to my argument Many others refused to return my calls Some seemed to have been coached by a supervisor or simply refuse to engage with me in a conversation The fact that Build.com still refuses to address the problem or accept that it was their fault they wrote up the order wrong and delivered the wrong materials speaks volumes It is NOT that “the tile ordered didn't meet the customer's expectations” The tiles were completely wrong!!! They continue to pass all the blame onto me now by saying that it’s the manufacturer that’s not accepting the returns This is just insane The reason I bought from Build.com was because I thought they were an honorable vendor with good customer support and stood 100% behind the products they sold I don’t think it’s reasonable to expect a customer to buy from Build.com only to be told that you’re on your own; good luck dealing with the manufacturer This may be legal, but it’s definitely not ethical Build.com continues to insist that I am responsible for the order being wrong When I buy stuff from other vendors like [redacted] , [redacted] ***, [redacted] ***, [redacted] ***, [redacted] and others they have always stood behind their products 100% and have a much friendlier customer return policy If the product is wrong and in new condition the vendors accept the returns no matter how old Build.com’s hard stance would make sense and I would not be arguing any of this if I just had changed my mind about what I ordered or simply just wanted to return a product I didn’t like anymore, that is not the caseI would have no problem accepting responsibility for my mistake and would not be trying to pursue this return In this specific case they wrote up the internet order thru a web chat and sent me the wrong tiles; and this somehow continues to be my fault! Conveniently now it’s the manufacturer that is not accepting the tiles The confirmation email I received when the order was placed had the correct item description Again, all the labeling on the boxes received (over lbs) matched the confirmation emailAlso the shipping ticket that accompanied the order matched the description on the email and the boxes I thought that was a reasonable check on the accuracy of the order Once our contractor was about to start the tile installation we noticed the problem and immediately reached out to Build.com for an exchange causing a major delay to the project My $in tiles may not be much to a big corporation, but it’s extremely hard earned money I feel it’s practically being stolen Buyer beware, the extremely poor response to this issue shows Build.com doesn’t think much about customer service or our business I now have a pallet full of new tiles I cannot use and Build.com refuses to take back As of this writing the tiles are still showing up in their website with 13,boxes in stock!!! It makes no sense they can’t just pick them up and do the right thing here
We sincerely apologize for the way the representative handled the issue when the customer contacted us for the cancellationThe customer can still request a cancellation if needed for these productsWe have unfortunately had backorder problems with this particular hinge with [redacted] and our vendorOur vendor is stating that the new stock is scheduled to come in on 07/at this timeSeeing as the product will not be in stock until the 20th there is a very high chance that the cancellation will go through without an issueAgain, we apologize that the representative provided this information in a rude fashionWe work to provide the best customer service possible and are sorry this was not the case when the customer called inPlease let us know if we can assist further with this orderThank you
We sincerely apologize that the first solution of sending the part out was unsatisfactory and that you had to call in and speak with another representative to have a full replacement sent out and reach a satisfactory resolution The first representative should have checked stock of the part before offering to send the part out as the solution and should have also offered to send out a full replacementWe apologize for the hassle and inconvenience this has caused
We apologize for any delay on issuing the final refunds to the customerSome of the funds are still being processed while others are waiting for the return of the productsThe customer should see the rest of the funds in their account within the next 48-business hoursWe thank the customer for their patience
The customer does not wish to speak with us directly to come to a resolution on the refund amountBecause of this we must offer the amount hereWe are willing to refund the amount of $for the incorrect information the customer was providedWe apologize for any inconvenience the incorrect information may have causedWe will wait for the customers replyThank you
I am rejecting this response because: the "inconvenience" I was caused amounted to $not $ I received the order within days of it ACTUALLY shipping which is what I had originally been told The issue here is that your system did in fact notify me that it had SHIPPED when it actually was only ready pending pick up Had I not received an email saying it SHIPPED I would not have scheduled contractor on the other hand, had it ACTUALLY shipped when I was notified that it had, I would not have had to reschedule my contractor because it would have arrived in plenty of time The issue isn't when it delivered, the issue is being lied to and told it had shipped coupled with Build's inability to confirm with certainty the status shipped or waiting for pick up
***We sincerely apologize for the difficulties you have had with receiving damaged products and for the inconvenience it has causedPer our Logistics Department and pictures provided we have determined that the items were damaged in transitWhen an item is considered damaged in transit a freight claim is created between our company and the shipping companyWe ask that customers hold onto the damaged product for days from reporting the damage so the carrier has a chance to retrieve the item from the customers residence to survey the damageIf the carrier does not retrieve the item from the customer within days they are then able to dispose of the item as our company can not retrieve the productWe understand disposal of items may be a hardship for customers and in this case if a disposal cost receipt can be provided we are happy to reimburse the costWe again sincerely apologize for the inconvenience this has caused
Thank you for your response regarding my above captioned complaint relative to Build.com.Reviewing their response to the complaint I can understand that they have company policies regarding pricing errors However, their statement that the price was corrected within hours of the initial location of the error is incorrect That is where my major problem came with the company Even though the "pricing error" was discovered by them when I attempted to pay for my order, they continued to advertise these prices on-line even the next day while I continued to resolve this matter with themI continued to question why they were still advertising these products at this pricing a day after they were aware of the alleged pricing error l have screenshots of their advertisements that are date and time stamped if you would like them Their "error" was not corrected as they have reported, and that is why I feel they need to honor their advertised pricing If a company continues to advertise an item for sale at an incorrect price after they are aware of it, they need to honor it, otherwise it displays the company is participating in advertisement.Thank you for your review of this matter.Here are some of the screenshots Note that they are time/date stamped lower right As you can see their ads were still active later that day and even the next day while I was in the process of emailing [redacted] at Build.com to rectify this situation, well after the hours they claim the pricing was advertised on-line She was aware of the screenshots and I offered to forward them to her but she did not want them
I am rejecting this response because: There are no spare parts to returnWe are at a checkmateI do not plan to close this complaint as resolved
All funds have been refunded to the customer as of 07/If the $is still not in their account they may wish to speak to their bank on the processing timeThe order is now to a $balanceThank you
I am rejecting this response because: I have said repeatedly that the travel card I used for the purchase was not a bank card It was an [redacted] ***) issued card such as the hundreds of cards accessible at various stores and business that one can purchase, deposit money onto, and use as cash I cannot access it now that it has expired I want to pursue this complaint as a warning to others who may be thinking about making an online purchase with www.build.com
We sincerely apologize that the item showed in stock on our website but your order was back ordered and for the inconvenience it has causedWe try to provide accurate stock feeds to our customers and on our website and apologize this was not the case for this itemWe have confirmed the item is now back in stock with the manufacturer and your order has shipped todayWe apologize for the unsatisfactory experience you have had with us
We sincerely apologize for the miscommunication that took place regarding this Amazon based orderThe second representative the customer emailed did ask for a name of the representative that provided this resolution option to the customerWe did not see any communication with our representatives before the second contact was madeThe credit has been issued for refunding and the customer should see it in their credit card account within the next 48-business hoursAgain, we apologize for the confusion and delay in getting this rectified for the customer sooner
I am rejecting this response because:The company representative should really be sending their correspondence through this messaging system instead of emailing me directlyYes, I have received an email response from the company representative, but they have provided no means of a resolution to the matter at handInstead, they simply continue to reiterate the facts about what happenedI am still waiting for some sort of definitive resolution
We apologize for the inconvenience that was caused by the fact that the funds had to be returned to the original cardWe unfortunately cannot send out a check if the original bank allows for a refundThe funds have already been refunded to the original card/bank and has been in that account since 07/We will be sending the transaction IDs to the customer and they should be able to contact the travel card carrier with that information to get a new card sent to them with the funds that were returnedWe thank the customer for their patience and they should see the email with that information shortly
We cannot issue a credit while a [redacted] Claim is being investigatedThe [redacted] case has to be closed for us to issue a credit, the funds are being held while [redacted] comes to a decisionThank you for your understanding
We apologize that the tracking number was sent out before the pickup by ***Our system sends out this information as soon as we receive it from our warehouse, even if it is only a holding number with the shipping companyA tracking number had been established, but the package had not been picked up at that timeIt has since been delivered according to the tracking number provided by ***The product was delivered on 11/The amount originally refunded to the customer was for the inconvenience that was caused by receiving the tracking information before the package was sent and for the unexpected delay this causedThe product was delivered within business days of the order being placed, which is within the time frame given for freight ordersThis being 7-business days according to our websiteThank you
The refund was issued to the customer on 7/20/in the amount of $and should have appeared back in there account by this timeI have emailed the customer the reference ID to follow up with their credit card company on the status of the refund