Build.com Customer Service Issues

I ordered a DreamLine glass shower with a custom black base. When I received the shower, the base was missing. After several attempts to resolve this with no success, I eventually received a white base instead of the black one I ordered. I sent photos and information to Josie G. but never received a response. DreamLine confirmed that the paperwork from Build.com had the model number for the white base despite being ordered as a black one. Dealing with this mix-up has been frustrating, and I had to contact DreamLine directly to get it sorted out since Build.com wasn't helpful at all. I will not be using Build.com for any future purchases due to this experience.

I made an order with order number [redacted]2 and tracking number [redacted]87 on Tuesday, December 23. The delivery was promised for December 24. We were at home waiting, tracking the progress, but no delivery was made, and no explanation was provided. I am extremely disappointed in the service and lack of communication. Previously, I had remodeled my home and the service was excellent. Please rectify this situation. I am thinking about cancelling the order. Thank you. - Beverly Moore (John Moore)

I am having an issue with a promised delivery on December 24, [redacted]. The tracking indicated that the item was shipped and at the destination terminal. We were present at home, awaiting the delivery all day, with the same situation on Thursday, December 26. However, upon calling about the delivery, I was informed that it would now arrive on Monday, December 30. Throughout this time, I did not receive any communication via phone or email until I reached out to inquire about the status of my order. I believe that a discount would be appropriate in this situation. Thank you. - B. Moore

I, Terry Nolan, had a significant order five years ago during our move and was highly satisfied with the entire process. Even when encountering issues, such as with the kitchen faucet, the response and resolution from your company were satisfactory. We solely purchase Kohler products and have been delighted with their quality. Previously, I received a replacement part from Kohler free of charge as they stand by their products. However, another issue has arisen with the soap/lotion dispenser, which keeps getting clogged and is now challenging to use. The item number for this is Kohler K-[redacted]-C. I attempted to reach out via phone but the wait time was excessive. I am hopeful for a prompt response from your end. Thank you in advance, Terry Nolan.

Order #[redacted]5: Kohler Artifacts 1.75 GPM Single Function Hand Shower with MasterClean Sprayface in Vibrant Brushed Nickel (Model: K-[redacted]-G-BN). While showering, the plastic head of the unit unexpectedly detached, narrowly avoiding injury. I was unaware it was all plastic, not mentioned on your website. I am in need of a replacement promptly. Unfortunately, I am unsure how to attach images here, but can provide them upon request. Please arrange for a Kohler representative to send a replacement to me at the address in Healdsburg, CA. Thank you, Karen Dotson

I purchased a shower faucet system from you, but the wrong item was delivered. Ferguson returned it to the warehouse in Waterloo, and it was received on September 2nd. My order number is WI301534. I am requesting a credit to be issued to my card due to this error. I have been attempting to resolve this matter for over a week now, currently on hold for 45 minutes. Thank you, Joann. Zaita.

I ordered a copper range hood from SindaCopper.com set to be delivered between October and December. However, the hood fan motor, a Trade-Wind VSL430RC, was shipped separately and got delayed. After contacting Sinda Copper, Nyree provided the tracking number #[redacted]37 showing it was delayed in Pensacola. Pilot Freight arranged the delivery for 10/2 but failed to call before arrival. The damaged package finally arrived at my Navarre address on 10/2. I am requesting a replacement Trade-Wind VSL430RC unit be sent to my current address due to the damage. Please deliver to [redacted] W HWY 98 Apt [redacted] Mary Esther, FL [redacted]. Contact me at [redacted] for any required documentation. I appreciate your assistance in resolving this situation. Merri Trifiro

I returned my pendant light, but it hasn't been received by the company yet according to the UPS tracking number. I dropped it off at the UPS store on 9/30, and I'm still waiting for my refund. I have tried contacting customer service, but haven't been able to speak to a person as I was disconnected after leaving a message during a long hold time. I'm frustrated with this lack of assistance, especially since I'm out $[redacted]. I used to shop here years ago, but this recent experience has left me very unhappy. I urgently need this issue resolved as soon as possible or I will not be shopping here again.

When I logged into Build.com, I was offered a 5% discount via email if I subscribed. After entering my email address, I did not receive a confirmation email. Also, I noticed a 30% off New Year Sale. Could you please provide information on when this sale starts and ends, as well as if it applies to specific items? I am interested in purchasing a Kraus sink and would like details on the sale to motivate my husband to review the specifications and add the sink to the cart. Thank you.

In November [redacted], I placed an order for a Miseno MM-FEM48 mirror for a new construction project. Unfortunately, when the builder opened it in March, the mirror was damaged. After contacting customer service for a replacement, I was questioned about the purchase date being within the last 90 days. Despite explaining the situation and being informed that the item was out of stock, I opted for a refund. However, up until now, I have not received the refund of $[redacted].25 as promised during a call on 4/3/21. Upon checking, it appeared that the order was canceled but for $0.00, possibly due to a free replacement being arranged. I would prefer a refund or store credit for the original amount.

Hello, I recently purchased two different valve trims for my bathroom renovation project. I have decided to keep the Moen trim and would like to return the AS valve trim. It is brand new, never installed, and still in its original packaging. Could you please provide me with the return process details, including a return authorization and the correct return address? Additionally, let me know if you have a preferred shipping method or if you will be providing a preprinted label. Feel free to reach out if you need any further information. You can contact me at the following numbers: Home: [redacted] Cell: [redacted] Thank you, Dale S.

Hello, I recently received the PTAC unit I ordered and it seems to be in good condition. The shipping box was opened, probably for inspection by the shipper, but everything appeared fine. However, I did notice that the Drain Kit I purchased was missing. I carefully checked the shipping box and unit, but couldn't find the drain kit. I suspect it might have been sent separately in another package. The Packing list details are as follows: Stop Number PER[redacted]3, Probill Number [redacted]54, Date 7/28/[redacted], Customer Number A2[redacted]22, Order Number [redacted]. The missing item is ADK900D. I believe it could have been a small package that may have been attached inside the unit, but it wasn't there. Can you assist me with this matter? Thank you. Greg J.

I need to return some items from my April/May [redacted] orders. The bathroom trim sets were missing a diverter on the tub spout, causing issues with installation after the tile work was done. I ended up replacing the shower head with a Water Pix model to avoid having to demo the tile. I only want to return the unused items that are still in their original packaging. Customer service was unhelpful and I got disconnected after waiting for 30 minutes yesterday. Can someone please advise me on how and where to make the return? Thank you.

I bought a lovely cast-iron sink from Ferguson via build.com. Regrettably, the installers did not inform me about the dimensions required for the sink, leading to the need to return it. I'm facing a $[redacted] return fee due to shipping. I was hoping to inquire about the possibility of waiving or reducing this fee. Thank you for your attention to this matter.