Executive Escalation Request
"I ordered some vinyl plank flooring as we are starting a project to remodel our entire home. We have a budget of $20k for our remodel supplies/product and we thought we would start out small with one small project in the larger plan. We wanted to ensure the supplier we ordered from were great end to end from order, delivery, product, value,and customer service. Well we ordered, product arrived on time and quickly. We scheduled our installer, put down a deposit a day prior to arrival of the product and the product we received was not even close to the color and texture that we ordered! I emailed customer service and they investigated after I provided pictures and stated that the supplier uploaded the wrong photo on the BD website of the product. I requested that they allow me to pick a comparable product that was the color that we were seeking at no additional cost to me, that request was basically ignored and not even considered. We got two choices, refund or keep! While yes these are solutions for the problem but we are not satisfied with the either of those solutions. We our out our deposit with our installer due to BD not ensuring their suppliers are held to a standard of quality of the product advertised. I had been emailing with Lisa from their customer service and she said she would process a refund and make an exception and not make me pay for return shipping because of the situation when I hadn’t even mention that this was an acceptable resolution. At this point I requested a call from a manager or someone from the executive escalations team! So I have replied by sending the email string to the CEO and members of the BD executive team. Still no response at this point. Very unsatisfactory and we are back on the hunt for a supplier we can use that will meet our needs to fulfill our home remodel supplier! BD you might want to reach out as I have requested so we can resolve to my satisfaction! I am sure my budget will make a nice sale for another supplier!"
Pretty happy with the service and product.
"I purchased some vinyl plank vesdura nirvana flooring. The shipment was a bit delayed and I think the company tried to make up for it by sending me two extra boxes of flooring? Not sure, I received two extra boxes after the initial shipment .. glad they did because I needed it. The flooring looked a lot nicer in person than online. They did send out samples quickly as well prior to my order .. I liked that option. Overall, very satisfied with this order and the product. Would order from them again. "
Bad Products! Stay away.
"Horrible Experience? Bad customer service. Products damaged. Tell me I cant send back because it was a clearance item. Worst experience ever with an online company. Stay Away"
Bad finish on hardwood flooring boards
"purchased 3,000 sqft of Acacia handscraped 3/4" wood flooring. Only after it was installed and we began using is, specifically our dog, we found that 5-10% of the boards have a defective finish. The top finish scratches right off, and then peels back. You can see where there is a normal dog scratch on one board, then suddenly becomes a VERY noticeable whitish scratch were the finish breaks apart on the next board. Looks absolutely terrible, but it's throughout the installed floors now. Build Direct has seen the pictures but wants me to hire an $800 floor inspector at my own costs. working with credit card company now to see if they can help me.."
Broken Stair Nosing
"In October 2015, I purchased Jasper Engineered Oak flooring for 2 bedrooms, a hall and stairs. The flooring was professionally installed in November by a very experienced local floor installer (only does flooring installation) who had recommended BuildDirect as a source for the material. In fact, this installer regularly referred his clients to BuildDirect (a 2-3 referrals every month). In August of 2017, the stair nosing purchased with the flooring literally cracked and broke off while a child walked down the stairs, nearly injuring the child. Checking other stairs, 4 or five other stair nosings were clearly cracked and destined to break off as well. Understand that the stair nosing where it was nailed and glued is completely intact. The cracks / splits / break in the nosings were NOT caused by nails as the cracking in most cases is not running where the nails were. The stairs are inside an air-conditioned climate / humidity controlled home with a mostly constant temperature of around 73F and had been stored in my home prior to installation. The stairs are mostly used by kids weighing < 150lbs and have never been abused or received other than normal use. I contacted Build Direct to see if they would replace the stair nosings. My inititial call to Kenny Liu was met with skepticism (His comment was I have NEVER heard of that happening and he was somewhat dismissive of what I was saying...a somewhatcondescending tone). I provided photos and an explanation describing the normal use. Unfortunately, BuildDirect refused to stand behind their product and instead blamed the installer "(excessive nailing,Nails not covered with wood filler allowing moisture to penetrate...The breaks are not even on the same line as the nails!!!!). This is the same installer that had been regularly referring his cutomers to them!) There is no doubt that in spite of the lame reasons offered by Build Direct blaming the installer that the installation of the flooring was performed correctly and I was / am satisfied with the job the installer did. There is NO WAY that stair nosing should EVER break off. It should be designed and manufactured withstand normal use. Since I have NO confidence in the stair nosing product BuildDirect originally sold me and since stair nosing from other manufacturers is not compatible with the BuildDirect flooring, I am now forced to spend ~ $1500USD to replace ALL of the stair material and nosing. I approached BuildDirect in a professional manner and gave them every opportunity to do the right thing. Instead, they chose to throw the (loyal to BuildDirect) installer under the bus to save on replacement stair nosing. So they have lost me as a customer and the installer for on-going referrals to save a few hundred bucks worth of stair nosing. Hope it was worth it BuildDirect! You can bet that when opportunities arise for flooring recommendations for my family, friends and coworkers (at a large Semi-conductor company) will hear this story from me. I'll certainly recommend my installer, but not BuildDirect! "
"So, I ordered some tile that was listed as "in stock" with a 9-11 day delivery time. A bit long, but fine, I can wait a bit. Two weeks later, they hadn't even shipped it out. After they eventually shipped it, they couldn't tell me what company it was shipped with. So, I couldn't even track the order. the 9-11 day delivery time ended up being close to a month and a half to get some tile that was supposedly in stock. Never again."
"We ordered flooring from BuildDirect and worked with them to ensure it would be delivered during a specific window. As we do not live at the house full time, we had to make sure our order would be there when we were. After coordinating with the company we planned a 5 day trip there. The flooring was promised on a Thursday and we waited all day. Didn't arrive. We called and were told it would be delivered the next day. We waited all day and it didn't arrive. We called and were told the shipping company that BuildDirect uses only delivers to our area Tuesday and Thursday. News to us! They gave us the option of driving almost two hours to pick up the flooring ourselves, but we did not think we could make it to the warehouse before they closed for the weekend. Plus, REALLY?? We figured we had no other option than to cancel our order as we would no longer be at the house for the next possible delivery date. Happily, we met an elderly neighbor who agreed to be on call to accept our delivery on the following Tuesday. We called BD to let them know and explained that our neighbor would not be able to carry the flooring into our home. BD ensured that the flooring would be delivered INTO our home so it could acclimate before the contractor arrived. Guess what? Floor delivered on Tuesday as planned, but the delivery man refused to put it into the house. It is now in a ground floor, uninsulated laundry room underneath the house not acclimating to the room where it will be placed. BD response was simply thanks for telling us. We paid hundreds of dollars in shipping costs and received subpar results. We had plans to install flooring in 4 bedrooms later on this year. We will NOT be using BD for that order. Our floors will not match, but the bedrooms are on a different level to the great room so quite frankly we don't care. Just will not give BD any more business."
THE WARRANTY THAT WASN'T
"THE WARRANTY THAT WASN'T THE COMPANY TO AVOIDI PURCHASED 15MM TOKLO FLOORING WITH A FIVE YEAR WARRANTY. SIX MONTHS LATER THERE WAS A SPOT ON THE FINISH THAT LOOKED LIKE IF YOU DRAGGED A CHAIR OVER IT IT WOULD PEAL UP THE BUBBLE. ITS NOW TWO TO THREE YEARS AND THE FLOOR IS COVERED WITH THESE SPOTS SOME 12 INCHES LONG. DEPENDING ON THE TIME OF DAY YOU SEE SOME AND NOT OTHERS. IT LOOKS LIKE CRAP.I CONTACTED DIRECT THEY SAY TAKE PIC. I DO HE SAYS HE WILL ASK SOME ONE. THEY SAY ITS FROM ASSEMBLY. ("TAPPING" KEEP IN MIND THESE BOARDS ARE 5/8 THICK)THEY HAVE A QUACK COME TAKE PIC'S. KNOW ID COMPLAINS ABOUT HIS SHOES GETTING DIRTY. BRIGHT SUN LIGHT CAN'T SEE MUCH,NO CONVERSATION. THE SO CALLED EXPERT SAYS WHAT BUILDDIRECT WANTS. YOU TELL ME HOW YOU CAN DETERMINE ASSEMBLY PROBLEMS WHEN THEY NEVER ASKED THE DIRECTION THE FLOOR WAS PUT TOGETHER. HALF OF THE DEFECTS ARE IN THE CENTER OF A 3 FT BOARD ON THE BACK OF THE ASSEMBLY. MY PROBLEM IS FROM THERE CRAP FLOORING.EVERY MONTH THE PROBLEM GETS WORSE ITS DOUBLED IN THE THREE MONTHS SINCE THIS STARTED. THEY SAY THAT'S ALL THEY CAN DO. HOW DID I NOT SEE THAT COMINGTHEY JUST DON'T LIVE UP TO THERE WORD. STAY AWAY FROM BUILD DIRECT THEY TAKE YOUR MONEY AND LIVE OF THE FACT THERE IN CANADA AND YOU HAVE KNOW RECOURSE. BUILD DIRECT FEEL FREE TO DO THE WRIGHT THING.RUSS CT 1007550"
Great quality at a good price with excellent advice.
"The free samples make it easy to choose what you like and know it will look good with everything else. The prices are much better than my local outlets. Plus they really help you make things work: including shipping dates, order amounts, add ons, and other options. I tell everyone I know that Build Direct is the best thing going for updating your home. "
Poor Customer Service - Questionable Patio Furniture
"Buyer Beware when purchasing patio furniture. We spent $1400 on a set for our patio. After only 2 years, the fabric on the furniture has literally begun to disentegrate. After contacting customer service we were offered nothing by way of assistance. We were told there was originally a 6-month warranty from the manufacturer and since that time has passed "Sorry there’s really nothing we can do at this poiint." This was after asking if there was anything at all they could do (i.e., offer to replace the cushions in question, offer contact information for the manufacturer, anything at all to help us since it was not a cheap set and lasted a very short amount of time considering the price). Had this been a cheap set, we would not have this feeling, but we expected more out of the set and out of this company. "
glass pencil abolos atmosphere
"the pencil was true to color as depicted on the build direct site and it was packaged very well. The tile is well made and looks terrific. The package arrived quickly. My only criticism is that is would be nice if the seller or supplier could sell the product in smaller volumes because it's only sold in boxes of 60 pieces. For this reason I did not purchase more. "
"These are great people to order from and work with so please consider them for all of your interior remodeling needs."
best flooring every
"best company to deal with on every level and best flooring prices and products."
"my house value is going up"
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