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 replacement. We apologize for the hassle and inconvenience this has caused.
We cannot issue a credit while a [redacted] Claim is being investigated. The [redacted] case has to be closed for us to issue a credit, the funds are being held while [redacted] comes to a decision. Thank you for your understanding.
We sincerely apologize for the confusion caused by the representative the customer spoke to regarding returning their product. There are appliances on our site that are not available for returns but ** is not listed as one of them on [redacted]. We are processing the return under our...
current guidelines now. The customer should receive the RGA within the next 48-72 business hours and a discounted BOL will be issued for the return. Thank you.
We apologize that our inventory feed from the manufacturer was not up-to-date when the customer placed their order. The products in question were clearance items and the manufacturer allowed us to post the remaining stock on our site. Unfortunately, their feed was not completely accurate as they...
have several vendors they also provide the products to and supplies can deplete fairly quickly with clearance items. Our representative did offer information to the customer pertaining to the feed we were receiving from the manufacturer at the time and we again apologize that this was not correct at the time of the chat. Both orders have been refunded in full to the customer as they could not be fulfilled. Please let us know if there are any further questions or concerns on this issue. Thank you.
I am rejecting this response because: build.com was untruthful with me every step of the way in fullfilling the order they accepted. After I was backordered numerous times a rep named [redacted] told me My order would be shipped via 2nd Day Air when sent, she also said it would be sent within that week, that was dated 9/15/16. The fan she was talking about shipped [redacted] Ground to me a few days ago and is scheduled to be here Tue. 9/6/16. Hardly next day service as I was told for the order. When I called up to cancel the remaining 2 fans [redacted] on 9/30/16 I was told there was nothing on my order indicating the next day shipping but the rep did call Air Kings warehouse and cancel the order for me (at least that's what he told me). Any ways if he did do that for me it was the only thing done by build.com so far that they havn't lied to me about. I do have around a dozen emails from them I could send you verifying a lot of our correspondence I just don't know how to use a computer well enough to send it. Please look at the complaints on your site and on the entire web against build.com. They basicly say the samething as I am and build.com responds back to you the same as they are doing now. There should be consequences for doing business as they do.
We apologize that one of our representatives presented incorrect information to the customer. Our goal is to provide the most accurate information to our customers and it is disappointing to see that this was not the case in this customer's experience. In regards to posting reviews on our...
site, customers have the option to post a review on products or a review of their experience as a whole with our company. If a product review is submitted that mentions specifics about the company, the ordering process, stock availability, ect it may be rejected as the product review is intended for feedback specifically related to the product: features, functionality, finish, etc. The following are some helpful guidelines for submitting a successful product review:What to Share- "What you love about the product, What you dislike about the product, Pictures, Installation tips, tricks, and thoughts, features of the product, Do you like the finish color? Why or why not?" What not to Share- "Site and retailer names: The review is about the product, not our company or the buying process, Shipping and Stock Availability: Product availability and shipping methods do change periodically so we want to focus on the product itself rather than a part of the process that is subject to change , Customer Service Representatives: We love hearing feedback about our Customer Service Reps, but our product reviews are for the products, Pricing: Just like availability and shipping methods, pricing can change from time to time."If any of these Guidelines were not followed then, unfortunately, the rating system may have rejected the review. The product review process is handled by a third party and they follow these guidelines strictly. There are ways to review the ordering and customer service experience but the product page is for product information only.
We apologize for the delay in shipping the customer's order. We receive the stock numbers for this product directly from [redacted]. This information is correct but, unfortunately, [redacted] takes longer than our warehouses to ship products directly. The "backorder" dates given are an estimate of the...
processing time and shipment of the product instead of actual backorder dates from [redacted]'s location. Because we cannot show a delay in any other way we state it is backordered. We again apologize for the inconvenience.
We sincerely apologize for the miscommunication that took place regarding this Amazon based order. The second representative the customer emailed did ask for a name of the representative that provided this resolution option to the customer. We did not see any communication with our representatives...
before the second contact was made. The credit has been issued for refunding and the customer should see it in their credit card account within the next 48-72 business hours. Again, we apologize for the confusion and delay in getting this rectified for the customer sooner.
We sincerely apologize for the continued delay of your order due to a manufacturers delay with Air King and for the inconvenience it has caused. While we strive to provide accurate back order information all back order dates for items out of stock and in production are estimated by the manufacturer...
directly and subject to change. If there is any type of delay in production the items will not ship and the shipment date for the items will change. We apologize that the information given by our representatives was incorrect regarding the shipping method being changed as well as the back order date and for the unsatisfactory experience you have had with us.
I am rejecting this response because: I ordered an air conditioner from Build which they claim was shipped to me via [redacted], their shipping company. I never received the product that I paid for (via [redacted]). [redacted] refused to provide me with proof of delivery of the product that would show if they in fact delivered it. Build was of no help in resolving the problem and refused to refund my money or provide me with the product that I paid for. As a result of Build's refusal, I filed a charge back claim with [redacted], as well as with the credit card company that is linked to my [redacted] account. Build has, to date, refused to cooperate with [redacted] or Visa, in the charge back claim, and as a result I will be waiting for quite some time for my refund. Build could have refunded my money or delivered the product that I had paid them for. Build could cooperate with the charge back cases. They refuse to do so. After reading numerous internet complaints regarding Build citing similar situations to my complaint, and after experiencing their "customer service" it is my opinion that these people are in the business of offering non-existent customer service, and are not legitimate businesspeople. Please reopen my complaint, which has definitely not been "resolved to my satisfaction". Sincerely,[redacted]
We apologize for the miscommunication regarding this issue. We were having a replacement piece sent out but Jacuzzi contacted our sales rep stating they would send it out under their own account instead. Because of this the replacement in our system was canceled. The order with Jacuzzi is listed...
under case number [redacted] instead. We apologize for any confusion that was caused with this transfer of replacement orders. A representative from Jacuzzi will be contacting the customer with further information on this case number within the next 24 hours. Thank you.
We sincerely apologize for the delay in the refund being issued. It seems that this went through as of yesterday 05/07. The customer's Paypal account should have the funds in processing at this time. The customer should be able to contact Paypal to confirm this. If there is any further issue with...
this we would be happy to help the customer. Thank you.
Thank you for your email. We sincerely apologize that the shower door ordered arrived missing parts and that those missing parts were then back ordered by the manufacturer further delaying the completion of your project. Typically by contacting the manufacturer parts are sent to the customer under...
warranty and is an easy swift process if the parts are in stock. Since the part needed was not in stock this was not the case. Instead of sending out the missing part and causing a back order, we have set up a return for the item missing pieces and sent out a whole replacement shower door. We sincerely apologize for the inconvenience this has caused and for the unsatisfactory experience you have had with us.
We apologize for the lack of communication on this issue. It seems that our RGA automated process issued the remaining funds instead of the $21 plus the amount for the faucets. This has been corrected and the customer should receive the remaining amount within the next 48-72 business hours. Please...
let us know if we can assist any further. Thank you.
We sincerely apologize for the lack of communication the customer has received regarding their return. The items received were missing parts which contributed to the delay to issue a credit on the return. The damage package should have been reported to the customer for a freight claim to be started...
and we apologize that our vendor did not keep the product for this reason. Because of this a credit is currently being issued. The amount should be available in the customers cc account in a week's time. If the customer needs any further assistance or has any further questions they can contact our customer service department at [redacted]. Thank you.
I am rejecting this response because:This is not what happened. Order#[redacted] was placed through [redacted]. Build.com cancelled that order. I then followed with order#[redacted] which was on a [redacted] card. I did not replace an order with [redacted]. I am enclosing copies of the credit card statements along with copies of the two orders.
We apologize that the products were damaged and for any inconvenience this may have caused. The customer did not report these damages in the time frame that is needed for replacements to be sent. The claim was filed two months after the initial delivery. This is beyond the point of replacements. The...
products are covered under warranty and the customer can contact [redacted] for warranty assistance with the damaged front. If the customer needs further assistance we would be happy to help.
We apologize for the delay in returning the customer's order. The RGA must come from the vendor before it can be issued. Because we typically do not take back general returns for appliances the request was delayed. The customer should have, as of now, received the BOL and RGA information. Again, we apologize for the delay in getting this information to the customer.
We apologize to the customer about this situation, unfortunately there was an error on our site when purchasing these tiles and the price was incorrect. When we sent the order to the vendor they denied the order because the pricing was incorrect. This is something that was priced at way below our...
cost in error so there was no way we are able to work with the customer on getting them this price. When customer spoke with the rep he was working with they have discussed a cancellation and a credit being issued back to the card that was used. Again we apologize about this error and any inconvenience it has caused the customer.
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 replacement. We apologize for the hassle and inconvenience this has caused.
We cannot issue a credit while a [redacted] Claim is being investigated. The [redacted] case has to be closed for us to issue a credit, the funds are being held while [redacted] comes to a decision. Thank you for your understanding.
We sincerely apologize for the confusion caused by the representative the customer spoke to regarding returning their product. There are appliances on our site that are not available for returns but ** is not listed as one of them on [redacted]. We are processing the return under our...
current guidelines now. The customer should receive the RGA within the next 48-72 business hours and a discounted BOL will be issued for the return. Thank you.
We apologize that our inventory feed from the manufacturer was not up-to-date when the customer placed their order. The products in question were clearance items and the manufacturer allowed us to post the remaining stock on our site. Unfortunately, their feed was not completely accurate as they...
have several vendors they also provide the products to and supplies can deplete fairly quickly with clearance items. Our representative did offer information to the customer pertaining to the feed we were receiving from the manufacturer at the time and we again apologize that this was not correct at the time of the chat. Both orders have been refunded in full to the customer as they could not be fulfilled. Please let us know if there are any further questions or concerns on this issue. Thank you.
I am rejecting this response because: build.com was untruthful with me every step of the way in fullfilling the order they accepted. After I was backordered numerous times a rep named [redacted] told me My order would be shipped via 2nd Day Air when sent, she also said it would be sent within that week, that was dated 9/15/16. The fan she was talking about shipped [redacted] Ground to me a few days ago and is scheduled to be here Tue. 9/6/16. Hardly next day service as I was told for the order. When I called up to cancel the remaining 2 fans [redacted] on 9/30/16 I was told there was nothing on my order indicating the next day shipping but the rep did call Air Kings warehouse and cancel the order for me (at least that's what he told me). Any ways if he did do that for me it was the only thing done by build.com so far that they havn't lied to me about. I do have around a dozen emails from them I could send you verifying a lot of our correspondence I just don't know how to use a computer well enough to send it. Please look at the complaints on your site and on the entire web against build.com. They basicly say the samething as I am and build.com responds back to you the same as they are doing now. There should be consequences for doing business as they do.
We apologize that one of our representatives presented incorrect information to the customer. Our goal is to provide the most accurate information to our customers and it is disappointing to see that this was not the case in this customer's experience. In regards to posting reviews on our...
site, customers have the option to post a review on products or a review of their experience as a whole with our company. If a product review is submitted that mentions specifics about the company, the ordering process, stock availability, ect it may be rejected as the product review is intended for feedback specifically related to the product: features, functionality, finish, etc. The following are some helpful guidelines for submitting a successful product review:What to Share- "What you love about the product, What you dislike about the product, Pictures, Installation tips, tricks, and thoughts, features of the product, Do you like the finish color? Why or why not?" What not to Share- "Site and retailer names: The review is about the product, not our company or the buying process, Shipping and Stock Availability: Product availability and shipping methods do change periodically so we want to focus on the product itself rather than a part of the process that is subject to change , Customer Service Representatives: We love hearing feedback about our Customer Service Reps, but our product reviews are for the products, Pricing: Just like availability and shipping methods, pricing can change from time to time."If any of these Guidelines were not followed then, unfortunately, the rating system may have rejected the review. The product review process is handled by a third party and they follow these guidelines strictly. There are ways to review the ordering and customer service experience but the product page is for product information only.
We apologize for the delay in shipping the customer's order. We receive the stock numbers for this product directly from [redacted]. This information is correct but, unfortunately, [redacted] takes longer than our warehouses to ship products directly. The "backorder" dates given are an estimate of the...
processing time and shipment of the product instead of actual backorder dates from [redacted]'s location. Because we cannot show a delay in any other way we state it is backordered. We again apologize for the inconvenience.
We sincerely apologize for the miscommunication that took place regarding this Amazon based order. The second representative the customer emailed did ask for a name of the representative that provided this resolution option to the customer. We did not see any communication with our representatives...
before the second contact was made. The credit has been issued for refunding and the customer should see it in their credit card account within the next 48-72 business hours. Again, we apologize for the confusion and delay in getting this rectified for the customer sooner.
We sincerely apologize for the continued delay of your order due to a manufacturers delay with Air King and for the inconvenience it has caused. While we strive to provide accurate back order information all back order dates for items out of stock and in production are estimated by the manufacturer...
directly and subject to change. If there is any type of delay in production the items will not ship and the shipment date for the items will change. We apologize that the information given by our representatives was incorrect regarding the shipping method being changed as well as the back order date and for the unsatisfactory experience you have had with us.
I am rejecting this response because: I ordered an air conditioner from Build which they claim was shipped to me via [redacted], their shipping company. I never received the product that I paid for (via [redacted]). [redacted] refused to provide me with proof of delivery of the product that would show if they in fact delivered it. Build was of no help in resolving the problem and refused to refund my money or provide me with the product that I paid for. As a result of Build's refusal, I filed a charge back claim with [redacted], as well as with the credit card company that is linked to my [redacted] account. Build has, to date, refused to cooperate with [redacted] or Visa, in the charge back claim, and as a result I will be waiting for quite some time for my refund. Build could have refunded my money or delivered the product that I had paid them for. Build could cooperate with the charge back cases. They refuse to do so. After reading numerous internet complaints regarding Build citing similar situations to my complaint, and after experiencing their "customer service" it is my opinion that these people are in the business of offering non-existent customer service, and are not legitimate businesspeople. Please reopen my complaint, which has definitely not been "resolved to my satisfaction". Sincerely,[redacted]
We apologize for the miscommunication regarding this issue. We were having a replacement piece sent out but Jacuzzi contacted our sales rep stating they would send it out under their own account instead. Because of this the replacement in our system was canceled. The order with Jacuzzi is listed...
under case number [redacted] instead. We apologize for any confusion that was caused with this transfer of replacement orders. A representative from Jacuzzi will be contacting the customer with further information on this case number within the next 24 hours. Thank you.
We sincerely apologize for the delay in the refund being issued. It seems that this went through as of yesterday 05/07. The customer's Paypal account should have the funds in processing at this time. The customer should be able to contact Paypal to confirm this. If there is any further issue with...
this we would be happy to help the customer. Thank you.
Thank you for your email. We sincerely apologize that the shower door ordered arrived missing parts and that those missing parts were then back ordered by the manufacturer further delaying the completion of your project. Typically by contacting the manufacturer parts are sent to the customer under...
warranty and is an easy swift process if the parts are in stock. Since the part needed was not in stock this was not the case. Instead of sending out the missing part and causing a back order, we have set up a return for the item missing pieces and sent out a whole replacement shower door. We sincerely apologize for the inconvenience this has caused and for the unsatisfactory experience you have had with us.
We apologize for the lack of communication on this issue. It seems that our RGA automated process issued the remaining funds instead of the $21 plus the amount for the faucets. This has been corrected and the customer should receive the remaining amount within the next 48-72 business hours. Please...
let us know if we can assist any further. Thank you.
We sincerely apologize for the lack of communication the customer has received regarding their return. The items received were missing parts which contributed to the delay to issue a credit on the return. The damage package should have been reported to the customer for a freight claim to be started...
and we apologize that our vendor did not keep the product for this reason. Because of this a credit is currently being issued. The amount should be available in the customers cc account in a week's time. If the customer needs any further assistance or has any further questions they can contact our customer service department at [redacted]. Thank you.
I am rejecting this response because:This is not what happened. Order#[redacted] was placed through [redacted]. Build.com cancelled that order. I then followed with order#[redacted] which was on a [redacted] card. I did not replace an order with [redacted]. I am enclosing copies of the credit card statements along with copies of the two orders.
We apologize that the products were damaged and for any inconvenience this may have caused. The customer did not report these damages in the time frame that is needed for replacements to be sent. The claim was filed two months after the initial delivery. This is beyond the point of replacements. The...
products are covered under warranty and the customer can contact [redacted] for warranty assistance with the damaged front. If the customer needs further assistance we would be happy to help.
We apologize for the delay in returning the customer's order. The RGA must come from the vendor before it can be issued. Because we typically do not take back general returns for appliances the request was delayed. The customer should have, as of now, received the BOL and RGA information. Again, we apologize for the delay in getting this information to the customer.
I am rejecting this response because: There are no spare parts to return. We are at a checkmate. I do not plan to close this complaint as resolved.
We apologize to the customer about this situation, unfortunately there was an error on our site when purchasing these tiles and the price was incorrect. When we sent the order to the vendor they denied the order because the pricing was incorrect. This is something that was priced at way below our...
cost in error so there was no way we are able to work with the customer on getting them this price. When customer spoke with the rep he was working with they have discussed a cancellation and a credit being issued back to the card that was used. Again we apologize about this error and any inconvenience it has caused the customer.