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Stores > BuildDirect
  • BuildDirect

    Hundreds of thousands of Shoppers visit ResellerRatings every month to check out real reviews of shopping experiences before they buy!

    • ADDRESS
      n/a
    •  
    • BUSINESS HOURS
      Website 24 hrsCustomer ServiceMonday-Friday10 am - 9 pm ESTSaturday12:00 pm - 8 pm EST
      GENERAL PHONE
      877-631-2845
      FAX
      n/a
    • SUPPORT EMAIL
      sales@builddirect.com
      SUPPORT PHONE
      877-631-2845

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    • checkmark icon Online Ordering
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    Other

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  • Review History & Profile See full Rating history

    Product & services pricing Rating 3.33/10 3.33/10
    Chance of future purchase: Rating 1.25/10 1.25/10
    Shipping & packaging: Rating 2.50/10 2.50/10
    Customer service: Rating 1.88/10 1.88/10
    Return/Replacement policy: Rating 1.25/10 1.25/10
Voice your opinion! Review BuildDirect by clicking a star below.
No Avatar

Verified Customer
Rating 10/10
5/5
2017-01-12

"I found exactly what I wanted at a great price. "

Rep reply posted Jan-17-2017

A rep from BuildDirect, BuildDirect, has responded

“Hello Dawn, that's great to hear! Enjoy your product! :)


No Avatar

Verified Customer
Rating 10/10
5/5
2017-01-12

Floor or not to have a floor.

"Builder Direct was very precise about the shipment . Very helpful on during the phone conversation and delivery was on time as indicated on the order."

Rep reply posted Jan-16-2017

A rep from BuildDirect, BuildDirect, has responded

“Hello. We are so glad to hear everything went well for you, that's awesome! ”


No Avatar

Verified Customer
Rating 10/10
5/5
2017-01-12

will be back

"Product as advertised customer service great"

Rep reply posted Jan-16-2017

A rep from BuildDirect, BuildDirect, has responded

“Thank you so much for your review. I'll make sure to pass your comments on to our Customer Consultant team and let them know.”


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Verified Customer
Rating 10/10
5/5
2017-01-12

"High quality flooring and customer service!"

Rep reply posted Jan-16-2017

A rep from BuildDirect, BuildDirect, has responded

“Hello, thanks so much for the review. Glad we could help you out and that you enjoy your flooring. :)”


Rating 2/10
1/5
2016-12-09

False advertisement of hardwood and terrible customer

"I purchased 1900 square ft of hardwood Janka rated 1750. Prior to install my contractor told me the wood was too light to be hard but I believed the company.
1 week after we moved in my floor is dented all over. If the kids dolls fall on the floor it dents, my car keys fall, it dents. I have sent several emails with pictures to them and they just reply by saying it's not covered under warranty. I have lived in 2 homes with hard wood flooring and never experienced such poor quality hardwood.
Never do business with this company. Avoid them at all costs.
"

Rep reply posted Dec-13-2016

A rep from BuildDirect, BuildDirect, has responded

“Hello Ezinne,

Thank you for your review - we take our customer feedback seriously.

BuildDirect is committed to customer satisfaction and product quality. I understand our Hardwood Sales Manager has reached out and will work with you directly to resolve the situation.

Thank you for your business,
The Customer Service Team at BuildDirect”


Rating 2/10
1/5
2016-11-18

Warranty is BS!! Will NEVER buy from again!!

"We bought some laminate flooring from build direct, this spring, We got the free samples, looked at the reviews on their site and decided that this was the place we wanted to get our laminate. BAD IDEA! #1 We had experienced installers install our flooring ( for free thankfully) but it was a HUGE pain to put together! #2 Within in DAYS of installation my floor had dings and scratches...too many to count, and I DO NOT have indoor pets! I was going to install this in my kitchen,.. I am sooo glad I didn't. I have young kids and I am constantly paranoid if they drop something on the floor because if/when they do it leaves a mark. #3 I contacted Build Direct about this and guess what their warranty covers NOTHING!!! #4 The floor has to be constantly monitored for wet areas, because if they are not wiped up fast the floor warps! I spent over about a 1000 dollars on flooring, which has not even been in over a year and now I want to rip it out! For something that was supposed to be durable, it is anything but~ I wish I would have never bought this floor and would have saved up for a hardwood floor!"

Rep reply posted Nov-22-2016

A rep from BuildDirect, BuildDirect, has responded

“Hello RyeDR,

Thank you for your review - we take our customer feedback seriously.

BuildDirect is committed to customer satisfaction and product quality. We will make every effort to assist you with this matter – please call us at 1-877-631-2845 and a Sales Manager will work with you directly to resolve the situation.

Thank you for your business,
The Customer Service Team at BuildDirect


Rating 2/10
1/5
2016-10-15

3 different products hidden behind the same SKU on boxes

"I would NEVER use BuildDirect again. The product was not accurately represented. Believe me, we would know because we were sent three different products labeled under the same SKU. After ordering over 1400 sq of engineered hard wood, and laying almost half of it, it was clear we had been taken a fool by BuildDirect. If they think sending out boxes that look the same but hold different wood is quality control, they are mistaken. I fully expect BuildDirect to pay for the floor to be ripped up and replaced, not to mention the $600.00 in glue that is now a waste. I would never buy from this company again. It is a horrible ordeal to go through. Save your time and money. Shame on BuildDirect to Be so careless of what they send out. "

Rep reply posted Oct-18-2016

A rep from BuildDirect, BuildDirect, has responded

“Hello Jen,

Thank you for your review - we take our customer feedback seriously.

BuildDirect is committed to customer satisfaction and product quality. We will make every effort to assist you with this matter – A Sales Manager will contact you tomorrow and work with you directly to resolve the situation.

Thank you for your business,
The Customer Service Team at BuildDirect


Rating 2/10
1/5
2016-03-03

Same as the other sub part materials review

"I also ordered the Jasper Hardwood - Brushed Oak Collection
Plateau Gray / Oak / Builders / 6" and had issues with installation. The flooring sat in my house for several months before I started installing and both temperature and humidity were both constant. I contacted Build Direct as I started installing and reported that the boards were varying 1/8" width from one side to the other, they asked for humidity and moisture readings. I sent them both, plus additional information they requested. They stopped responding for several months, I wrote them again when I saw reviews that other people experienced the same issue. To their credit they did send out an inspector who verified there were significant differences in the width of the boards, both installed and from the stock I still had left in boxes.
That was almost a month ago and I have not heard back from Build Direct.

I can't speak to the other products, but I would not recommend purchasing jasper flooring.

https://www.builddirect.com/hardwood-flooring/-plateau-gray/productdisplay_6950_p1_10104191.aspx?bdpdp=new
"

+ Read user comments
Rep reply posted Mar-04-2016

A rep from BuildDirect, BuildDirect, has responded

“Hello,

We appreciate your feedback and we are committed to the highest level of satisfaction to our customers.

One of our Sales Managers will give you a call on Monday to resolve this situation.

Thank you for your business,
The Customer Service Team at BuildDirect”


Rating 2/10
1/5
2016-03-01

Sub-Par Materials

"I purchased over 3,000 sq ft of Plateau Gray flooring from Builddirect.com. The first batch came and was sitting long enough to acclimate. My contractor started to install it upstairs and had to make many modifications for each slat to fit. The tongue and grooves were not aligning properly.

The floors at first glance look very nice. However, as you look further, you see lots of gaps. After much back and forth with the people at Builddirect, we finished the upstairs and let the subsequent deliveries acclimate longer outside of the box. I was told by the rep. that if I wanted to file a complaint that I would have to pay and independent commission to come and inspect the flooring. He also stated that it would be at my cost and I would probably lose my claim.

By this point, the flooring had been in my home for almost a month. I instructed my contractor to bring in a flooring company to install the floors this time for the downstairs. They too had a very difficult time with the wood.

It is now 9 months later and although contraction in the winter months is normal, the gaps are huge that I am worried about warping over time.
"

Rep reply posted Mar-01-2016

A rep from BuildDirect, BuildDirect, has responded

“HI Rob

Thanks for reaching out. We are committed to providing quality products to our customers. We are happy to cover the cost of an inspection for you. Please give us a call at 1-877-631-2845 at your earliest convenience and we can help get your inspection set up.

Thanks again,
The Customer Service Team at BuildDirect”


Rating 4/10
2/5
2016-01-19

Moldings did not match flooring...also fake reviews on their website

"Ordered $9000 worth of engineered flooring and matching stair trim. The flooring was fine but then when it came time to put in the supposedly matching stair trim the color was not the same and it was not the same thickness. Contacted Build Direct and they offered me a $50 refund which I declined. So I decide to go on their website and leave this information in a review but low and behold there is not way to leave reviews on their site which makes me question where all those glowing reviews on their site come from. "

+ Read user comments
Rep reply posted Jan-26-2016

A rep from BuildDirect, BuildDirect, has responded

“Hello,

Thank you for letting us know about your experience with BuildDirect. We appreciate you taking the time to share these concerns.

BuildDirect is committed to customer satisfaction and product quality and so we have reached out to you directly to address your concerns.

Please give us a call at 1-877-631-2845 if there is anything else we can help you with.

Thank you for your business,
The Customer Service Team at BuildDirect”


Rating 2/10
1/5
2015-12-08

"STEER CLEAR OF THIS SCAM!! I ordered 1250lbs of engineered hard wood, I was provided a delivery date of Friday. On Friday I receive a phone call from someone in New Jersey who says sorry our warehouse closes at noon but we can deliver it on Tuesday, After contacting customer service there answer is here's 100.00 now just wait till Tuesday. Tuesday comes and the truck pulls up and they shipped laminate. I contact customer service, there answer sorry the warehouse must have made a mistake. I can cancel your order if you like or you can wait another week. This place is not worth the value of the savings. If you have a contractor waiting for the raw materials don't order from this place, SHOP LOCAL!!!"

Rep reply posted Dec-16-2015

A rep from BuildDirect, BuildDirect, has responded

“Thank you for taking the time to post a review. We apologize for the issues associated with the delivery of your order. Our Sales Manager reached out to you and confirmed that your product has been delivered and will ensure this issue is resolved. BuildDirect is committed to providing a simple and efficient shipping experience for our customers. We are always looking for opportunities to improve, so we appreciate your feedback. Best of luck on your project.

Sincerely,

The Customer Service Team at BuildDirect”


No Avatar

Verified Customer
Rating 10/10
5/5
2015-10-09

"Awesome job from start to finish. Our home will never need new floors again!! "

Rep reply posted Oct-15-2015

A rep from BuildDirect, BuildDirect, has responded

“Thank you so much for taking the time to leave us such a great review! Have a wonderful day.”


No Avatar

Verified Customer
Rating 10/10
5/5
2015-09-21

"I am very pleased with my experience with BuildDirect! I purchased new flooring for my entire house. Their customer service representative Kerry Reagan was very helpful and answered all my questions. My floors are beautiful and I would definitely recommend BuildDirect for quality products and excellent customer service."

Rep reply posted Sep-22-2015

A rep from BuildDirect, BuildDirect, has responded

“Thanks so much for taking the time to review us, we really appreciate it! I'm so happy I could help. If there's anything else I can assist you with please let me know.
-Kerry”


Rating 6/10
3/5
2015-09-16

"UPDATE:

Initially, I gave this company 1 star and titled my review "stay away from this company". Today I received an e-mail from the vice president of BuildDirect who stepped in, had already reviewed the entire situation so that I didn't have to start from scratch, listened, and took the time to really understand everything that had happened. He was so distressed by this situation that he not only offered to make the customer whole by providing a full refund for the door, but also to cover all of the additional costs we incurred.

Beyond that, and after he finishes taking care of everything for his customer, he promised to dive into the sales and management personnel involved in causing the situation to escalate to the point it did and implement immediate changes to ensure this doesn't happen to any other customer.

Though I wish it never went as far as it did, having a VP step in and do what he did, as well as show so much compassion for the customer, truly says that this company deserves a second chance. It's not very often that you find a company willing to go above and beyond for a customer and BuildDirect proved that to me today. Therefore I have changed my 1 star rating to 3 stars.

Based on only today's experience with the VP, BuildDirect would receive 5 stars without question, but I think it's important to understand that as of this moment, it took weeks of back and forth, as well as a lengthy online review posted across multiple websites, to rectify the issues. I truly hope that this never happens to anyone else and I do encourage others to give BuildDirect a try.

--------------------------

INITIAL REVIEW (edited due to character limitations):

We purchased an iron door from BuildDirect in Aug of 2015. When the door showed up via freight we were very impressed with how it was packaged and protected. Everything looked great. Even though my wife and I own a company that renovates homes, we hired a company that specialized in iron door installations to install this new door and remove our existing front door. Once the install company took a look at the door when they were going to install it that's when the issues came to bear.

The door was one complete piece with the threshold welded onto the frame so there was no way to adjust the threshold to make it level with the ground. The mortising that was supposed to fit any standard hardware wasn't manufactured correctly so neither the latch nor the deadbolt pieces were able to sit flush. This caused the door to not be able to close (i.e. they were too shallow and the door hardware stuck out the sides). The strike side of the both the latch and deadbolt were in the wrong place causing the door not to close and seal properly. The deadbolt strike plate mortise had a piece of iron overlapping causing no strike plate to be able to be installed. The door also slightly touched the frame when closing and the top of the door, on the hinge side, had small piece of iron that wasn't even with the rest of the door, causing it to scrape the top of the frame every time it was opened and closed.

I was asked to take as many photos of the issues as possible. I took 11 detailed photos and notated each one with a detailed description. That wasn't good enough and they asked me to take additional photos, suggesting the door wasn't level. I proved that both the frame and the door were perfectly level and installed correctly and that wasn't good enough. They asked for even more photos and I once again complied, this time taking a 6ft level and proving without a doubt that everything was perfectly installed.

On Sept 10th BD sent out a handyman to confirm the various issues. He saw them all and informed us that BuildDirect is "very concerned about their online reputation". He also made sure to tell us before he left that "If it were me, I would expect them to provide a brand new door and pay for not only the installation but all of the finishing work required to make everything perfect". He even went as far as to point out that we would probably need a whole new door frame since the bolts to install this door had to be drilled into the frame.

The amount of time and stress involved in this process far outweighs any money we may have saved by ordering from BuildDirect. Most of what BuildDirect tells you isn't true because they aren't familiar with the products they sell, and if something arrives with bad manufacturing, they'll try to put the blame on you. Their prices might be amazing, but as we all eventually learn, if it sounds too good to be true, it usually is. Stay far away from BuildDirect.
"


No Avatar

Verified Customer
Rating 8/10
4/5
2015-09-16

"Overall - I'd give 4.5 stars. Customer Service was very good - always responsive. Product was excellent - well milled, good length on the hardwood boards, and excellent quality. Only one box out of 39 had any damage. Order shipped as promised - only issue was the freight carrier at our end had no paperwork that this was an expedited order. They would not deliver until a few days later, and this was not acceptable to my schedule. I ended up renting a UHaul and picking it up myself. Builder Direct gave me a reasonable credit on my shipping costs and I appreciated that. They need to make sure that the end to end shipping process improves - especially when a customer pays for expedited shipping. One other complaint - they lost some additional revenue when they did not have molding in stock - I was going to order enough for my whole house, but they did not have the advertised style and did not know when they would get it in - so I did not order any molding. Overall - I'd do business with BuilderDirect again. They owned up to their commitments, sold me a quality hardwood flooring (5" Cumaru), and their customer service (Josh Whitten) was excellent. By the way, it took four days to install the floors and they look great!"

Rep reply posted Sep-22-2015

A rep from BuildDirect, BuildDirect, has responded

“Thanks so much for taking the time to leave us this review, we really appreciate it. Again, our apologies for what happened with the delivery of your order. Thanks again and have a wonderful day!”


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