BuildDirect Reviews 626

Armando in customer support is amazing! He is very knowledgeable and did everything in his power to keep me updated, and made sure that I was taken care of.

I will take more items from this website. I thought they'll give me my item late but I am just amazed at the shipping and customer service. Wow.

This was the first time I ordered from Build Direct. I initially ordered sample laminate flooring to help us to decide on the color and to get an idea on the quality of the flooring. We were very pleased when the samples arrived.
We also received a follow-up call from Banjo to ask if we received them. He was a delightful customer service representative. So helpful and such a jovial person to talk to. He was not an overbearing, pushy salesperson either. He simply offered his assistance.
After we made our decision on the flooring, Banjo helped us to place the order, answered all our questions and offered sound advice.
The flooring was shipped via FedEx freight and arrived on schedule. We opted to pick it up to save on shipping costs. When we inspected the order, we noticed that some of the boxes were damaged along with the flooring.
That is when I called Build Direct and had the pleasure of speaking to Jon Baker. Mr. Baker was the icing on the cake. He immediately put us at ease by clearly and professionally explaining the next steps to take and in an apologetic manner for the misfortune. His demeanor put our concerns to rest and we immediately knew that everything would be taken care of.
When we arrived home, we took more pictures of the damaged flooring, and emailed them to Jon. He was prompt & thorough with his communications and took the time to follow-up on his email correspondence. Fortunately, by doing so, I discovered his emails had gone into my spam folder. If he hadn't done so, things could have been delayed.
Currently, we are awaiting the replacement flooring. Our contractor had no problems installing the good flooring today. They look beautiful. We are excited and look forward to enjoying them when the work is completed.
Our most sincere thanks to Mr. Baker and Banjo for their outstanding customer service. Also to Build Direct for hiring dedicated personnel, standing behind their orders and for having easy to work with policies.

I had some bowed planks, my rep took ownership of the issue, came up with an agreeable resolution with us and the manufacturer and it all worked out. Thank you Armando!

We purchased $1,300 worth of Vesdura Mesa Tan vinyl plank flooring from them. I made the huge mistake of not reading the reviews and just going by the 5-star rating this flooring had with 21 reviews.

My husband has installed many click-lock floors of this type over the years, both laminate and vinyl. This floor installation was rated as "beginner." We thought this was going to be a breeze just like every other click-lock floor we have installed.
We were wrong.

Unfortunately, we could never even get more than three rows of this floor installed. The locking mechanism would literally crumble with normal installation activity (tapping the board in with a tapping block). Some boards were coming out of the box with the locking mechanism already chipped and crumbling.

We contacted both Build Direct and the manufacturer of the floor, Montserrat, who both sent their own 30-second installation videos. Both videos showed normal installation techniques that we had already been using in our installation attempts. There were no special hints, tips, or, tricks.

Build Direct requested a video of our installation process, which we sent. They then changed their tune, contradicted their own video and the actual manufacturer's video, and said we were installing the floor incorrectly and it was our "handling" of the product that was making the floor's locking mechanism fall apart. LOL. We were just attempting to install the floor like we had every other click-lock floor we have installed over the years.

Build Direct claimed they were shocked we were having so many issues with this floor because they hadn't ever had a complaint on it before. We found that extremely hard to believe, so I went back to read the reviews. There were two positive reviews, five negative reviews explaining the exact problems we were having with the floor, and the rest were 5-star reviews for an entirely different floor (an engineered hardwood). And it wasn't just this product that they were manipulating reviews on. I went through other floors and found the exact same thing.

Build Direct is manipulating reviews for their junk products with bad reviews by including reviews for different products in order to get the star ratings up, hoping you'll just look at the stars and won't actually go and read the reviews and check which product those reviews are actually for. They then get to sell their junk to you and then, when you complain that it's junk, they tell you it's YOUR fault for installing it wrong (as if there's a million different ways to install a click-lock floor) and you better hire a professional certified installer to install a floor that literally falls apart with normal handling.

I brought these fake reviews to Build Direct's attention. Within an hour, all the reviews for that flooring were gone from the site and only two 5-star reviews were left up.

So they don't only include fake reviews, they delete the bad reviews.

I left a detailed review on this flooring on their website and it's still yet to actually find its way to the reviews, and I'm holding out very little hope it ever will.

Unfortunately, Build Direct has revealed themselves to be a fraud. They blatantly con their customers with review manipulation. When you actually send them video of the floor's locking mechanism literally crumbling apart, leaving huge chunks missing, they tell you it's your fault. And guess what? There's nothing you can do about it. They already have your money.

Never again will I do business with Build Direct and I will be making it my part-time job to warn other consumers about them, too.

We are now stuck with $1,300 worth of junk worthless flooring that we are going to have to pay more money to dispose of.

Do not trust their reviews on ANY product.
Buyer Beware!

We purchased the Grand Width Collection engineered hardwood in Gavel for our most recent renovation in our home. Even our contractor and his employees noted what good quality the product was. We worked with Mila who helped us narrow our choices and ultimately pick the color we had installed. Mila was great and ensured we ordered in time so that we didn’t run into any supply chain issues. Post install, we reached out for additional support and Mila was again quick to answer and connected us with Anstasiia in customer service to help us further. We recommend Build Direct for flooring!

I almost never write reviews for anything, but there are times when you feel compelled to
do so and this is one of those times. I will be ordering from Build Direct. Com. Only do to the fact of one of their phenomenal Customer Success specialist Armando Campos. Mr. Campos is not only knowledgeable about the products, he answered all my questions with patience and class. Thank you Mr. Campos from your brother from the south.

This is the second time I've done business with Build Direct and both experiences have been excellent! My most recent order was delivered on schedule with one damaged box of flooring planks. My email to customer service explaining the situation was responded to immediately. I could either get a replacement box shipped or a refund for the damaged box. Once the project was close to completion I noticed there was sufficient flooring on hand and would not need the replacement box. After contacting customer service I promptly received a refund of the damaged box! Satisfied customer!!!

Absolutely fantastic customer support! Prices were average and returns were seamless. Delivery dropoff had a slight issue where FedEx billed me the excess weight but BuildDirect's customer service took care of it immediately. In love with my floors and the quality!

Great prices. Great customer support with fedex delivery issues

From the time I ordered my floor tile, until they were delivered. The customer service was professional and knowledgeable. When I received my order. Which arrived so quick.Out of 630 square ft of tile, only 15 broken or chipped ones. Mark (operations specialist) sent us the replacement tiles immediately. All is good. Can’t wait to have the job done. I will definitely be using build direct again for future projects. Tracy K

The flooring looked exactly as pictured and arrived as scheduled. We had received three different boxes and they corrected the issue right away and are sending the correct ones. Customer service is great.

I had been looking for the perfect floor for several months. None of the local big box stores had what I wanted. I came across the BuildDirect site and was excited to see they actually could send samples. Those arrived quickly and I was able to pick my floor based on the samples. I found the customer service folks extremely helpful as I asked detailed questions about the floor. I also enjoyed the picture it tool so I could see how it would look in my rooms...Amazing! I chose the European Brushed Oak--Glacier White/European Oak. I found it super easy to order online and arranged to have my contractor pick it up at the distribution center...which saved a lot of time getting it, as well as shipping costs. Luckily, I live close to one. The product was great and my contractor was very happy with the quality. The installed floor exactly matches the picture it tool photos...the color of sample matched exactly. I did end up having 2 extra boxes of wood and arranged to return that for refund...again I found the customer service (Armando) to be very communicative, prompt in responses and super helpful in assisting with the return of the materials through the distribution center. I had to pay for shipping return but it was still worth it. I will highly recommend friends to use BuildDirect!

We ordered our main floors for our new build through BuildDirect and it could not have been a better experience, Justine was awesome to work with. It feels like a step back in time, you just don't find personalized customer service like this anymore. They were able to beat a price I was looking at from another site which helped us stay well within our budget, and they answered every question I had throughout the process. The shipping was quick and the floors are gorgeous, I can't wait to see them installed! I would 100% order from them again, highly recommend.

The vinyl flooring is beautiful and was shipped promptly. We had one box with 7 planks damaged. I contacted customer service and went through the claims process. It was all done via email, and I was promised I would get a replacement box shipped to me. Overall experience was excellent

As always, the ordering experience was easy, the support my rep Aira provided was top notch, the order was shipped timely, and the product is excellent. Will definitely order again!

Long after the claim period was over I discovered one of the many boxes of my order had the wrong planks and we couldn't finish the kitchen. Even though the planks were sold out, customer service checked with the vendor and found a few boxes. Very pleased!

We had a problem with the wrong product being delivered, but Armando was great. He helped us, was very nice to work with. When we did receive the right floors. A few were damaged but he quickly put I for replacements...great customer service.

Justine was amazingly helpful and friendly. If she is any indication of how Build Direct functions, then this company is top notch.

Rarely do you find someone who gives you service from the heart, but Anastasiia does! Not once, but twice she came to my rescue when I was panicking about my order. With a calming demeanor she gently assured me that my delivery date would be changed and that I was not to worry as she would take care of everything…and she did! Her commitment to do her best for her customers shines through every phone call. She is a rare gem as a person and in her capacity as a customer service representative!