We got great samples, but was backordered and we were notified by email about it later. It was going to take forever with no solid date for delivery(date kept changing). The tile still shows as available on their site...frustrating.

Hi Cmarque,

We’re sorry to hear about your frustrating experience regarding the tile samples you received. If you could email us your sample order number to socialteam@builddirect.com we will look into it with our customer advocate team and get back to you with an accurate status update ASAP.

Thank you

The samples were great and came very quickly. I will say that your company responded to our emails well. I just wanted people to know that they may not be able to receive certain things in a reasonable timeline even though they are for sale on seem available on the site.

Thank you for your suggestions.

Don't do it. You get what you pay for.

ispoildogs --- Can you elaborate? -- We got beautiful wood floor samples .. and of course want to order right away --- But ya know when you say "it's too good to be true?" .. Well, that's what I'm afraid of ... can't find good source of reviews for them ..... But noone locally can match the prices for the wood (Jaspar and Mazama)..

I suggest you trust your gut, djpetty7. I say that with the authority of someone who has lived long enough to have learned it the hard way. If that isn't enough for you, the reviews I found via google for BDs products described separation, delamination, cracking, (they always blame the installers) and a few instances of customers receiving a product that was different than the free samples they ordered from. Complaints state that their customer service is less than stellar once you have a problem and their warranty is useless unless you can prove you have maintained your home at a humidity level of between 35-55% at all times. One customer warns that the terms of use on their website waives your right to sue them in small claims court if there is a problem with your product, and states that all arbitration will be made by a company BD chooses. If you do pursue them using their arbitration organization you apparently must go to British Columbia to do it. If you happen to live there that part won't be an issue for you.

Nobody is perfect, but the way a person or company deals with problems makes all the difference in my book.

I have heard excellent reports and first hand family experience with Lumber Liquidators and Build Direct.

That's good to know, kellyslobodian. I saw a few good reviews of BD too. As I said though, I personally put a lot of weight in problem resolution because stuff happens sometimes, and it just seems like they are trying to make it impossible to be held responsible for anything they do. After all, a deal is not a deal if you can't use the product.

Ispoildogs that's right,of course BD and LL do not make floors they are suppliers brands matter individually and if you have a problem it is harder to deal with longdistance.Now,yesterday at Lowes really beautiful floors porcelain tiles hardwoods laminates different brands,price point and of course all seen on HGTV shows,and a local company to standby product.I actually bought Indonesian hardwood at Lowes eight years ago NC. No problems.I am about to build and likewise visiting supply options.Saw HOUZZ post couple bought washer dryer on line,regretted did not buy same at Home Depot.

Hi Tim,

Thank you for your feedback about your experience. Please accept our apologies. BuildDirect is committed to customer satisfaction and would like the opportunity to resolve this issue.

Since we last reached out to you, we have put a new claims resolution process in place. Now you can reach us via email (customerexperience@builddirect.com) or by phone (1-877-631-2845). Thank you.

Hi,

I ordered from Builddirect and got Toklo laminate. I highly recommend Builddirec but NOT Toklo. I am having huge issues with the laminate. It is cloudy and has been cleaned as they advised. Nothing is helping.

Hi Wendy,

Thank you for sharing your
feedback and comments. We’re here to continue help you resolve the issue you
are having with your flooring, please feel free to reach out via email: customerexperience@builddirect.com or by phone: 1-877-631-2845 and we will work with you. Thanks Wendy.

I would tell anyone who is even thinking about buying a floor from BuildDirect PLEASE DON'T. They do not stand behind their product. I purchased a laminate floor from them (my mistake) selling it as a higher quality floor that won't chip or scratch easily. Well I have to tell you that's not true. Only two weeks after I had the floor there were chips and scratches that came from just dropping a spoon on it. I also have to say it's just my husband and I living here so for them to say we have high traffic and heaver use of areas is just not true. I have had correspondence with Mark Stanfield and have just negative responses from him. They do not stand behind their products they are outright crooks want to take you money and tough if you have a problem. Please if you have any thoughts of buying from them I would highly suggest you go elsewhere. I would be more than happy to answer any questions you have regarding my horrible experience with BuildDirect so you can email me at jenabrmeri@aol.com.

Nancy Dunn

@HU-690882707 wow. i was about to spend $5,000 on flooring from build direct... so glad i havnt yet. that sounds horrible and im a first time home buyer-i wouldnt have money to shell out another $5,000 if something went bad. going to now spend a little more local-to make sure nothing gors wrong: thank you for hour response so that others like me dont fall for a scam/trap!!!!

@Timothy Tom wow that is so sad. please tell me where you ended up getting good flooring so i do not make a mistake!

Our floor is not even a year old. It is lifting at the seams. Areas in the bedroom is so high I have had sox get stuck. It also makes this loud cracking noise when you walk on it. Our previous floor came from Jerrys and we never had any problems with it. The Jerrys floor was les expensive too.

I would not buy from them again and pay extra for shipping. The floor material is NOT a quality product. It also does not clean well, has a dull finish and is just awful. So much work went in to put this floor in. We went through State Farm, Jeff Krier, Eugene, Oregon and they contacted McKenzie Taylor Construction to repair our home. After a week in a hotel, during Covid, I came home to a great deal of damage to my home Had extraordinary expenses that should of been reimbursed. This horrible, cheap flooring was supposed to have a 15 year warranty not a one year warranty.

BEWARE OF BUILD DIRECT.

Our product was Vesdura Vinyl Planks 5.5mm SPC, Click Lock - Vigorous Collection. It is garbage. There are thousands of complaints against this company. Please do your homework before you make a large purchase from a company who does not back up their own products and lies about the warranties.

Good Luck,

Material we purchased failed with in one year with very light traffic.

@PJ H- that's the exact floor that I just received yesterday. I ordered it in the Boscawen finish. I'll be installing it in a few weeks. Hopefully we don't run into a similar issue.

I will say the finish on the sample seems different than the actual flooring itself. the embossing is much less pronounced. they still seem nice, but that's a bit disappointing.

I spent over $5000 at Build Direct and had no issues. im not sure why so many comments say not to buy from there because the products were crappy as they are not a manufacturer… they sell various brands just like Lowes, HD, Lumber Liq., etc.

Yes! I highly recommend. High quality hardwoods. I have had their solid hardwood in my den for 3 years now.

Man this thread has me nervous for my order. $10K on the line. I’m about to cancel before it ships!

Hi Ernie,

If you have any questions about the products or shipping, our wonderful customer service team is always happy to help! You can reach them at 877-631-2845 or customerservice@builddirect.com.

You can also read the most recent reviews from hundreds of happy customers on https://www.trustpilot.com/review/builddirect.com

I’ve called customer service twice for the status of my order and both times I’ve been promised a ‘next day call back from logistics’ that has never happened.

Maybe I should record the next call and post it here so everybody can see that’s a waste of time. You guys see my name, and have my information - call me back.

We're terribly sorry to hear that Ernie! We've escalated this to our Customer Service Team and they left you a voice message. They're looking into the shipping delay and are trying to expedite the process.

Has anyone had experence with their solid hardwood? Iam getting ready to place an order, but I am a little bit nervous, after reading some of these reviews?

My order came earlier than estimated and the wood looks good. They even helped me with the transition pieces. My order was engineered hardwood. Still waiting to install since I have to level my floors. No complaints!

Do not order... product splits chips cracks and easily scratches

Hi Judith, what product did you order? Installing our jasper engineered hardwood now.

Ernie, how was the product when you revieved it? im considering the same brand

Looks good out the box. The wear is 2mm which is good for the price, but not great compared to some brands with 3mm or 4mm. Installing it this weekend using the glue down method with Bostik Multi Grip Plus and so far so good.

That looks great! thanks for the feedback!

@Ernie Talbert your floors look great. Would you share what color Jasper that is? also, how are they holding up!?

Hi @Shiloh the color is Sedona Silver. The floors are holding up nicely. I’ve only noticed 2-3 light scratches, very few and minimal. Most likely caused from our move into the house by furniture being tossed around. But I would 100% order this again.

Thank YOU!! @Ernie Talbert this is so helpful!

I did my whole upstairs 8 years ago with engineered hardwood, it still looks beautiful today, no problems at all with the floor

Just had my Ayer flooring installed today by a contractor friend. I love it and he said it was good flooring :) My house is 120 years old, with very old cabinets, so I wanted something to pull it all together. I would highly recommend Build Direct. Customer service was great from the start. Delivery was fantastic, called me with delivery time, and wheeled the pallet to my garage until I was ready for install.

BEWARE of Builddirect. i have been ordering from them for years and had my first product issue with the 7 mm Vesdura Himalaya planks. The gymnastics this companh went through to not warranty their produst was unreal. Anyway, if the home goes over 80 degrees farenheight, the warranty is no longer valid. This products should not be sold in AZ. i did over 30k in biz the last year with builddirect and would never do biz again. terrible company.

@Adam Katz, Did you see their stock price. The company is probably in financial trouble.

Thanks. didnt even they were public! I wish i could publish the preinstallation document I received from BUILDDIRECT, to show you how this compares to the inspectors recommendations they sent out. cant post documents, only photos. it is a terrible product provided by a bad company. if anyone wants to all the documentations and correspondance, feel free to reach out. youll see theit justifications are nonsense.

Hello Adam.

Thank you for your comment. We are sorry you are not happy with the product and we tried to work with you to resolve the issue. A third party Home Inspector has confirmed in their report that the floor buckling issue was not a product fault but it was due to improper installation.

The report clearly states:

"Manufacturing

No manufacturing-related issues were observed."

As per the report some of the issues identified were:

• "The installer did not perform a moisture test (ASTM F-1869 or ASTM F-2170) of the subfloor (concrete slab);

• It is unknown if the installer performed a surface moisture test (ASTM E-1907) of the subfloor (concrete slab);

• It is unknown if the installer performed a pH test (ASTM F-710) of the subfloor (concrete slab);

• Polyethylene sheeting (vapor barrier) was not installed over the concrete slab surface;

• A humidifier was not used before, during, or after the installation in this home;"

Furthermore the report states:

"Generally, base cabinets should not be installed on top of a vinyl floating floor. The weight of the cabinets will not allow a floating floor to expand or contract. Consequently, this will result in buckling of the vinyl floor. The large heavy island in the kitchen was constructed on top of the vinyl floor. The construction of the heavy kitchen island, over the installed vinyl floor, directly contributed to the buckling in the kitchen. This is a site-related issue."

While we understand the frustration with the floor not performing well, we always honor warranty if there is product manufacturing issue. Product installation is unfortunately outside of the warranty scope.

The product was installed in Arizona over a self levelled 70 year old slab. there is very little if any humidity. The installation was done per the documents i was provided by sales. the failure and bubbling of your product is throughout the space. you sell defective products and are building a reputation to that effect.

@Ernie Talbert I would love to know if you're still happy with the Jasper Sedona Silver. We are thinking of ordering this for our entire house so we want to be sure! Thanks!

I ordered from Build Direct 15 years ago. The delivery was great and there was noo spoilage. The pricing was fantastic at the time. i would not hesitate to use them again.

Super

Im back with a 5 year update.

Here are some pros and cons to consider for the type of flooring I ordered.

1. Pro - The floor is still in place, has not come up, delaminated, chipped or any other issues.

2. Cons - The floor scratches EASYYYY. I mean EASY. If i were to have this stay in this house for 10-15 years it would be a problem. Im very cautious with moving anything over the floor and thats not a great feeling with kids in the house. And because I cant buff or sand the floor with 2mm I am SOL. @BuildDirect

3. Cons - If you have a rug or carpet on your floor for even just a year and you want to reposition your rug - Your floors will be two different colors. Scrub the floor as you hard you want with cleaner and it will not change. I think the floor is maybe sun bleached or dirt sinks into the wood so deeply that it changes the color. Good luck moving your furniture around.

I grew up in a house with hardwoods and cant remember ever having these issues. Otherwise floors look nice and lay nice but I cant say if i were under the gun again to get flooring in my house that i would go this route again. @jillygirl2

I bought engineered hardwood from them. tge experience has been a disaster. first tge tongue and groove didnt fit so i had to buy tons more msterislmaterial. Then the finish on my BRAND NEW flooring started to peel off. Now I have a big mess in my hands. It’s heartbreaking. I wish I hadn’t done business with BuildDirect.

my experience wuth BuilDirect had been a disaster. The finish on every singke nosing piece (think stairs) rubs off with your finger nail. They do not homor tgrir wsrrantee and tgey are fushinest. your gloiring is impirtant to uou project. AVOID THEM! I wish I had