faucetdirect.com

Called FaucetDirect.com, a site owned by Build.com, to see what Moenbathroom fixture designs could replace 24 years old Moen. We were assured by the salesperson that any of the new Moen products would be a direct fit for any old Moen plumbing. THIS STATEMENT IS INCORRECT. When we received the fixtures they were NOT compatible. It was a huge hassle and after investing much time calling, researching, coming up with an alternative and going to upper management, it was finally resolved. I had ordered from one of their sites before, had no problem and was totally pleased with the products.

We ordered the faucet for our tub over 2 months ago. When it finally arrived weeks later it was defective (NOT damaged in shipping) and obviously had NOT been checked for quality control. They placed an order for a replacement, and we had to return the defective one, which we did, and which they received back in a few days. As of mid June, we have been waiting about 2 months for our faucet. First they gave us a date of June 5 for shipment, and even that was almost a month after receiving and returning the defective one. It never arrived. I had to email them, and then they said it would be shipped June 11. I emailed them after that to make sure it was on the way and they said that it was not, and would not be shipped until the 18th! We had had enough, and today we cancelled the whole thing and asked for our money back. We needed the faucet, and it was an odd size and the right type for our plumbing, but American Standard and Faucet Direct are TERRIBLE. We would not even give them one star if it were possible. Customer service at FD is the pits, and American Standard could care less about quality control OR customer satisfaction. We would recommend anyone to bypass these people and try to find good reviews on perhaps another supplier. As it is, we are searching for another faucet in the correct size and configuration elsewhere.

I am a remodel contractor in Denver, CO. While shopping for a complete bathroom group by American Standard, I came across the Build.com link. I found what I was looking for, and decided to sign up for their "Professional" program. What a mistake, SINCE "THEY" HAVE NO PROFESSIONALS.
My "account manager" contacted me a few days later, and introduced himself while making things sound great. Two to three weeks later, after finalizing details with my customer, I placed an order for enough merchandise to complete an entire bathroom. The order was received after about six or eight seperate shipments since Build.com takes the order, and has it drop-shipped from the manufacturer. The toilet tank and a $1,000 whirlpool tub were received in pieces in seperate shipments that looked like they came through Iraq. The tub was a special order, and required a 4 week lead time. Needless to say, my customer was extremely unhappy since we had agreed on a completion date for this bathroom causing me to nearly lose this job completely. My "account manager" did not seem to understand my predicament, and was unwilling to do much of anything to compensate the customer for the additional wait time on a replacement tub. VERY UNPROFESSIONAL.
Build.com, in my opinion, lacks enough customer service to be a credible source. My account manager wanted to do everything by email which is a waste of time when I'm working in the field all day. A simple phone call would work wonders instead of 3-4 emails back and forth. IT IS VERY CLEAR THAT THESE PEOPLE HAVE NO IDEA WHAT CONTRACTORS DO ON A DAILY BASIS, or they would streamline their communication practices.
I will not use these clowns again. It has cost me too much in compensation for a completion date that I could have met had American Standard used a competent freight carrier.

I have been calling for a week about authoriztion to just exchange a shower faucet for over 1700 dollars worth of exhange orders and just get the runaround from these people. The faucet I wnt to exchange just cost about 300 dollars and I wanted or order about 1700 dollars of things in exchange. they give you the run around and never take anything back. Never and i repeat never order from thess peoiple Buyer beware, if you buy it it is your for ever and I mean forever. Look somewhere else to order your faucets. I am bulding a house and have ton of other things to order and I will avoid this company like the plague

This order has been in since June, with Faucet Direct telling me it would be in each month. The product was paid for and never received. The product was a toilet by Amer. Standard and after calling Amer. Standard they said it was never picked up by Faucet Direct. We have called, sent e-mails, IM, and never got a reason only that it was not in, or only one piece had been made. The last thing was that it was being made in Mexico and may be in by Oct. 30th. We just went to Loew's and ordered the same toilet and it will be delievered next week. It has been 4 1/2 month we have been put off. I would never deal with this company again. there service is intolerable. We hope you will warn other potential customers. We have cancelled as of today Oct. 7th.

9/21 - chat with sales rep to order 2 items. Lead time said to be 4-5 weeks max.
- order placed
9/26 - order status update: lead time now 3 months
- manufacturer called: "this lead time is bogus. Doesn't take that long"

9/27 - order cancellation required
- customer rep claims that order has been placed and gives erroneous information about manufacturer location

9/29 - Paypad dispute initiated

10/4 - refund issued

Placed my order on 7/27, they charged my CC on 7/28. Then I received an e-mail telling me my order would ship on 8/3, a full week after I shipped it. I have worked in e-commerce since 1998, and nobody does business like this any more. I won't shop with stores that use my CC as their float, and I won't ever shop with FaucetDirect or Build.com again.

Their website indicated that they have the item (kohler sink) in stock and will ship in 1-3 days. I ordered it on 8/1 thinking it will arrived with a week. Guess what, one month later the product has not yet arrived. The company keeps rescheduling the shipment date as the product is actually not available contradicting what it says on their website. Totally false advertisement. Definitely, wasted my time. Cancelled the order and bought from somewhere else.