Customer ReviewsforBuildDirect

On July 8th, 2019, I purchased 51 boxes of ******* Vinyl Planks - 5.5mm SPC Click Lock - Influence Collection White **** It was installed January 2020 by a professional installer. We made sure to follow the detailed instructions and were barely able to lay the product down. We thought it was a good product for the first year. Beginning in September of 2022 the product started showing signs of buckling throughout the home. No rhyme or reason as the areas with the most buckling are not exposed to direct sunlight or excess humidity. This has been the worst purchase decision we have ever made. **************** is non-existent. Mailbox is always full. Emails go unanswered. *********** *** *** *** ******** *** ***** *** **************** ***** ****** ****** I will never purchase from this company again. I'll spend the next 3-5 years sharing my story until people begin to realize that this company is selling faulty products. Don't be fooled, floors may look nice for a year or two then prepare to rip it out and replace it due to delamination and buckling. If I could rate zero stars I would. Order # ******* Date of Purchase July 8th, 2019

Thanks for taking the time to provide feedback on your experience, *************We are sorry to hear you have encountered an issue with a product installed. Buckling is typically linked to change in moisture and/or humidity within your property and information around this is widely made available online.I can see you emailed into our customer service mailbox (which is fully active and working) on the 1st January ****. We were closed on this day as it is New Years Day but I can see that we responded on the 2nd January **** and we are currently awaiting further information from you to be able to assist you further. Comments around our CEO are inaccurate and not relevant to the issue you are experiencing with your floor.We look forward to hearing back from you so we can assist further.Kind regards,BuildDirect

BuildDirect promptly returned my calls during the ordering process and after delivery to fix an issue. I have made several wood flooring purchases from them over the years and highly recommend this company. Great customer service!

Thanks for taking the time to provide this feedback. We greatly appreciate your business and our team is always on hand to help where needed. If there is anything else we can do to help on this project, or any other projects you may be working on just let us know. Kind regards, BuildDirect

This company carries some unique wood flooring materials I cannot purchase at local flooring stores near my home. After making a purchase of flooring materials (shipped to my home in Las Vegas, NV), I made an unannounced visit to BuildDirect.com's office in Vancouver. I was greeted by Anastasiia who had been working diligently on completing the order. Despite the sudden visit, the company's staff members were all very friendly and professional. I can attest to this company's great products backed by great people. Thank you!

Thanks for taking the time to write this review. We are so pleased your experience was so positive, and we'll be sure to pass your kind words onto Anastasiia too - she's a highly valued member of the team. If there is anything we can do to assist in the future, please do not hesitate to contact us. Kind regards, BuildDirect

This was the first time I ordered from Build Direct, & I can’t say enough good things about their service. I ordered sample laminate flooring to choose a color & to assess the quality. They arrived quickly, were free of charge & the quality was excellent for the low price. We chose the ******** ******* **********, Dryden Oak. We received a call from Banjo who was a delightful representative to follow-up. He was not an overbearing, pushy salesperson. Once we made our decision, Banjo helped us to place the order, answered all our questions & offered sound advice. The flooring was shipped & arrived on schedule. However, we noticed that some of the boxes had been damaged in the shipment process. I called Build Direct & had the pleasure of speaking with Jon B***** Mr. B**** was the icing on the cake. He put our concerns at ease by clearly & professionally explaining the next steps to take. His demeanor & thorough directions assured us that we had nothing to worry about. We took pictures of the damaged flooring, & e-mailed them to Jon. He was prompt & thorough with his communications & he even took the time to follow-up on his e-mail correspondence. Fortunately, by doing so, I discovered that his reply e-mails had gone into my spam folder. If Jon hadn't been so conscientious & diligent to follow-up, things could have been delayed. The replacement flooring was shipped instantly. Unfortunately, we had some problems with the shipping company. That is when I reached out again to Mr. B***** Jon took matters into his own hands & resolved the issue the same day, directly with shipping company, on our behalf. We are so grateful to have had such a positive experience even after the unfortunate mishaps relatinh to the deliveries. It is all because of one employee, Jon B****, who kept his finger on the pulse every step of the way. Because of Mr. B****'s outstanding customer service, & personal attention to our order we will have no reservations in the future about ordering.

Thanks for providing us with this feedback. We are really happy that your experience has been positive. We will be sure to pass on your feedback to Banjo & Jon also, we are pleased they were able to assist you so well in this instance. If there is anything else we can do to help in the future, just let us know. Kind regards, BuildDirect

We purchased $1,300 worth of ******* vinyl plank flooring. I made the grave mistake of not reading the reviews and just going by the 5-star rating this flooring had with 21 reviews. We couldn't get more than three rows of this floor installed. The locking mechanism crumbled with regular installation activity (tapping the boards with a tapping block). Some boards were coming right out of the box with the locking mechanism chipped and crumbling. Build Direct refuses a refund, said it was our installation that was causing the boards to crumble. LOL. Build Direct claimed they were shocked we were having issues with this floor because they hadn't ever had a complaint on it. We found that hard to believe, so I went back to read the reviews. ***** **** *** ******** ******* *** **** ******** ******* ********** *** ***** ******** ** **** ****** **** *** ****** *** **** **** ****** ******* *** ** ******** ********* ***** *** ********** ********** *** ** ****** **** **** ******* **** **** **** ************ ******* *** * **** ******* ***** ****** *** ***** *** **** ****** **** * ******* ***** **** ******* ** ***** ******** ********** ****** ** **** *** *** ******* *** **** ******** **** **** *** **** *** *** ****** ******* **** **** *** I left an honest review on this flooring on their website and it's still yet to find its way to the reviews. I'm not holding my breath that it ever will. ***** ****** ***** ******** ******* *** ******** *** **** ******* ** ********* ****** ******* *** ******** ********* ********* **** **** *** ** ******* ***** **** **** **** *** ***** **** *** ******** **** **** ***** **** **** *** **** **** ***** *** ********** ** ****** And guess what? There's nothing you can do about it. They already have your money. We are now stuck with $1,300 worth of junk flooring that we now have pay more money to dispose of. Do NOT trust Build Direct with your hard-earned money. Buyer Beware!

Hi *****, Thank you for your feedback. We’re sorry to hear that you’re unsatisfied with your experience with us. Looking into your case in depth, we can see that you made your order with us in October 2021 and first raised a concern in May 2022, 6 months after the return policy. While the product was damaged due to incorrect installation, our Customer Success Team did offer you 1-2 extra packs to account for any breakages in good faith, despite the fact that your order was received long ago and all goods were signed for as arriving in good condition. You contacted us because you were having trouble with installation and breaking the product in the process. This was evident in the video you sent us. During email exchanges, both BuildDirect and the manufacturer of the product provided installation guidance in the form of written and video content to try to assist you, but your partner was still having difficulty installing the product. As your partner is not a contractor we recommended that you hire a professional to complete the installation to avoid damaging the product any further, however this advice was not taken. Regarding the reviews, we’ve checked the product pages on our website and do not find any issues as far as we can see. All reviews posted are genuine and unaltered. You can find both positive and negative reviews on product pages. On the specific product ordered, there are two reviews, one for the color you ordered and another for a different color, but of the same product. Again, we are sorry that we were unable to help further, but we do not provide installation services and recommend considering a local trades person to be able to complete your project. Kind regards, BuildDirect

I purchased flooring from Build Direct and I love the product! Great pricing and helpful staff. I would purchase from them again!

Thank you for the positive review! We appreciate you taking the time to share your experience with us.

Thanks for leaving this feedback. We are so pleased that your experience has been positive - all our customers are of the utmost importance to us. If there is anything you need in the future, please do not hesitate to reach out. Kind regards, BuildDirect

We had an issue with the delivery, which had nothing to do with Build Direct. They worked with us, made sure we had what we needed, they were super responsive and handled the ***** claim. They have earned a life long customer! We are excited for our remodel and will be back for more!

Thank you for taking the time to share your positive experience with us! We wish you the best of luck with your remodeling project.

Thanks for taking the time to write this review. When shipping large, bulky goods (like flooring), there can be challenges at times. But our team is here to help and we are so pleased to hear that they were able to navigate around some tricky circumstances. We hope your new floor looks fantastic and if there is anything you require assistance with please do not hesitate to reach out. Kind regards, BuildDirect

Great price and a great product. I had some issues I needed assistance with after making my order, but the person I spoke with (Ben in Customer Success) resolved everything quickly and efficiently! I would recommend!

Thanks for the wonderful review! We really appreciate your recommendation.

Thanks for taking the time to provide this feedback. We really appreciate your order and hope your new floor looks amazing. We will be sure to pass on your kind words to Ben - he is a highly valued member of the team. Thanks, BuildDirect

The floors I've ordered from BuildDirect have amazing quality. My contractor was also impressed by its thickness, the color and the quality of material for the price I paid. The product was delivered with prompt schedule and satisfying service. The agent Anastasiia Z******* is so nice and helpful. She provided me with a very high quality customer service. I would definitely recommend the product from BuildDirect to my families and friends.

Thanks for providing feedback about your experience. We are so pleased to hear it was positive and hope your new floor looks fantastic! We will also be sure to pass on your feedback to Anastasiia. If there is anything else we can help with, please do not hesitate to reach out. Kind regards, BuildDirect

Great company to work with. Pricing, warehouse pick up and customer service was excellent. Prompt and courteous. Will use for all my flooring needs and have referred others to them as well.

Thanks for the wonderful review! We’re happy that you had such a positive experience and we appreciate your recommendation.

Thanks for leaving this feedback. We are so happy we could help with your project and hope your floor is looking great now it's installed and completed. If you ever require any further assistance, please just let us know. Kind regards, BuildDirect