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Shipment failure

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.

posted Apr-25-2017

A rep from BuildDirect, BuildDirect,has responded

Thank you for taking the time to post a review. We appreciate the delivery feedback and are committed to providing a simple and efficient shipping experience for our customers. We sincerely apologize for the issues associated with this order and can assure you that this is not how our orders are handled. We've reached out to you to resolve this matter directly and have forwarded your feedback onto the appropriate management team to review.

Thank you again for letting us know,
The Customer Service Team at BuildDirect

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