Teerath and his team were very patient with us during the decision making period. Never any pressure, always answered the phone, returned texts and emails very promptly. The delivery price was very f... See more
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See what reviewers are saying
I highly recommend giving this company a try. I was trying to match flooring to an existing floor. I was able to order plenty of samples, at no cost to myself! Most companies charge something fo... See more
My BuilDirect flooring is engineered tongue and grove. On the second floor it begins with nosing and is followed by planks. The nosing was not milled correctly, it is thinner than Buildirect’s... See more
Company replied
Fitz is an excellect Customer Success Specialist! He was extremely polite and respectful. He listened to our issue and addressed it with the urgency we needed. I can't thank him enough and because o... See more
Company details
Written by the company
BuildDirect is a leading provider of flooring products and services to home professionals and DIY remodelers throughout the U.S. and Canada. We source only the highest quality wood, vinyl, carpet, laminate, and decking products to ensure our customers are thrilled with their new floors for years to come. We provide a 6-Month Worry Free Guarantee and Lifetime Warranties to ensure that customers can shop with confidence. Our customers can order free samples on BuildDirect.com, order products online, or through our customer service team, and we will ship to anywhere in the U.S.
Written by the company
BuildDirect's Environmental Policy
At BuildDirect, we believe in sustainable business practices, delivering products to our customers that represent the highest ethical standards.
Our commitment to transforming the building materials industry includes the production and sale of strictly regulated and sustainable goods, and in providing an industry example to our peers and partners.
This commitment is supported by an environmentally responsible supply chain process. We also support innovative and progressive policies put in place by governments, authorities, and agencies that are designed to protect the natural world.
Contact info
Suite 090 – 200 Granville St., V6C 1S4, Vancouver, BC, Canada
- 1-877-631-2845
- customerservice@builddirect.com
- builddirect.com
3.7
Average
623 reviews
Replied to 33% of negative reviews
Typically replies within 2 weeks
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See how their reviews and ratings are sourced, scored, and moderated.
Build Direct- Great Experience and Great Produce
I was researching LVF and came across Build Direct and I'm glad I did. My sales person was very engaged and answered all of my questions throughout the entire process. I asked for samples which were sent out immediately. We settled on a dark coffee color. When my contractor laid the floor we are so impressed. The texture, color and shine of the tile was PERFECT. I would recommend using Build Direct to find a great product. The only problem is the floor is so beautiful i feel guilty about walking on it
2 October 2023
Unprompted review
Reply from BuildDirect
Thanks for posting feedback about your experience!
Our team works hard to ensure everything goes smoothly from start to finish. From sending out samples to helping you choose the right product and also to getting that product delivered to you on time.
We are thrilled to hear that your experience went to plan and we are here to help if you need anything in the future.
Thanks,
BuildDirect
Did LOTS of research
We chose BuildDirect after 3 months of research. I went a little crazy, obtaining and testing dozens of samples of luxury vinyl planks and luxury vinyl tiles from 10+ vendors. The BuildDirect Vesdura "volcano" ones looked the best and were incredibly durable. Our installer was very impressed with the quality, and we love it so far (1month since installation). The BuildDirect team was great, too. They answered my questions, called me back when I left messages, and were very responsive when some boxes arrived damaged (the fault of the shipping company, not BuildDirect). They sent replacement boxes quickly. Seems like a great company to me.
21 September 2023
Unprompted review
Reply from BuildDirect
Thanks for taking the time to leave this review, Justin!
We are pleased to hear our team was able to help you and answer any questions you had. We get that it's a big decision to upgrade your floors so we do our best to help make that process as easy as possible.
If there's anything else we can help with in the future, just let us know.
Thanks,
BuildDirect
Flooring buckled on every seam after 1 year.
Flooring buckled on every seam after one year. Do not buy. I had click together vinyl plank.
I installed this on concrete subfloor that is perfectly smooth. I have installed other brands of flooring a couple times before and it's all lasted very well. I did not put underlayment down as per instructions. It all warped enough to stub your toe on.
I had a few boxes left that I was going to use for the bathroom so I ripped up the flooring and put silicon waterproof underlayment down. It warped again one year later.
I contacted support. They want me to pay them $1000 to get it inspected to see if it's the products fault. They would refund if they find it to be their fault (which of course they won't. They'll find some unrelated reason why the flooring was installed incorrectly). I cannot afford this $1000 even temporarily. This is not a warranty.
This company does not know how to make happy customers. This is a scheme to get out of replacing obviously defective flooring. Again DO NOT BUY. THEY DON'T BACK THEIR PRODUCT.
18 September 2023
Unprompted review
Reply from BuildDirect
Hi Philip
Thanks for the feedback and we're sorry to see that the material didn't meet your expectations.
The process for any warranty claim is to have this checked by an independent NWFA certified flooring inspection company so that they can advise whether this is a site or manufacturing related issue. If this was deemed a manufacturing related issue, we would work with you and the vendor to ensure that we get you the resolution that you are looking for.
We understand that the inspection costs are high and we do try to provide you with the lowest quote that we can find. As you mentioned, if the inspection company do find this to be a manufacturing issue then we would refund the cost of the inspection back to you. Again, all of the inspection companies we use are independent and there is no bias to either side.
If you do wish to proceed from here, we can assist in setting up the inspection and again, will help you get to the resolution you require if this is deemed to be a manufacturing issue.
Thanks
BuildDirect
Reply from BuildDirect
Thanks for leaving this review, Edward.
We are thrilled to hear your experiences have been positive and that we've been able to partner on a number of projects with you.
If you have any future projects coming up, we're here and ready to help.
Kind regards,
BuildDirect
horrible experience with buildDirect
horrible experience with buildDirect, ordered a few hardwood floor sample, picked 1, ordered with very high shipping cost (375$). then color of sample and actual product does not match at all from under the sun, not under the sun or inside the house. the reason I was told, the sample was just one piece of the actual product, it may not totally match?! so why we order sample then? it cost us another $375.00 to send them back! never order from them anymore, just not worth it. what they suggested - sell it myself locally???!!!
16 July 2023
Unprompted review
Reply from BuildDirect
Thanks for taking the time to provide this feedback, Alyssa.
Looking at your order, it did not qualify for our flat rate shipping and due to that you were charged the actual freight cost which is the figure you are quoting here. All information and charges is displayed at the checkout prior to completing your purchase so I can only assume that while the shipping cost was relatively high in comparison to your order as a whole, it was accepted as you completed your purchase.
In terms of the colour and variation, I can see you reached out to us about this and we did investigate but there were no discrepancies from the sample ordered and product ordered / delivered from what we could find. The colour variation shown in images to us was simply natural variation from one piece to another which is often seen as the beauty of a natural wood product (no one piece is exactly the same).
In the end I can see that you choose to return your order to us under the 30 day money back guarantee which we have.
We are sorry to see you ultimately were not happy with your order and will be purchasing a product elsewhere. We hope that you are able to find the right product for your project.
If there is anything else we can help with, just let us know.
Kind regards,
BuildDirect
Wonderful Experience
I am very pleased with the service from Mila, the sales rep all the way to the delivery process.
Very seamless and effortless on my part. I would highly recommend this company.
I purchased the Cherry shade and have received nothing but positive comments from friends and neighbors.
7 July 2023
Unprompted review
Reply from BuildDirect
Hi Jeri,
Thanks for taking the time to leave this review.
We love to see and hear about our customers projects, and we are so pleased to learn that you are getting positive feedback from friends and family.
We're equally thrilled to hear about your experience and how Mila was able to help you - we'll be sure to pass on the feedback to her.
If you need anything else at all, just let us know.
Kind regards,
BuildDirect
Armando Campos
Armando Campos is the consummate Customer Success Specialist. He turned our flooring nightmare into a success story. We will recommend Build Direct to all our friends, family and contractors for employing people who go above and beyond to make certain customer's dreams and desires become reality.
Thank you, Armando and Build Direct!
26 June 2023
Unprompted review
Reply from BuildDirect
Thanks for taking the time to provide this feedback, Melody.
We understand that replacing something as significant as your floors is a huge decision and process. Our team are there to help every step of the way.
We will be sure to pass your kind words onto Armando - he does a great job!
If you need anything else, just let us know.
Thanks,
BuildDirect
Good product and great customer service.
8 June 2023
Unprompted review
Reply from BuildDirect
Thanks for leaving this review.
We take a lot of pride in trying to provide our customers with the best products and experience.
We are really happy to hear that was the case for you.
If there's anything you need assistance with, just let us know.
Thanks,
BuildDirect
Incredible personal service like you’d get at a local family-run place
Flooring delivered seemingly safely & we are inspecting box by box. But the reason for my coming here for a 5 star review is the service specialist who shepherded us through the buying process over a couple of months. Mila Quinn provided us with expert counsel & support, remaining patient, kind, and problem solving as our project seemed to fall apart on our end, come back together, contract and then expand. We needed to try to match discontinued flooring, figure out sizes, overages, get in under the wire for a sale, and keep our eye on the ball whenI just wanted to nail on the whole effort. Throughout, she was a solid, calming, unflappable guide. We ended up buying more flooring, at a better priced than expected because of her help. She was even there for us after the sale, and after deliver with support. Super impressed & grateful. We typically shop local for the personal service & expertise that implies, but now I know Build Direct can feel & be that way, if Mila is your guide! Will be in touch for ALL future needs. Thanks for putting up with the chaos and helping us get this done, Mila!!
22 May 2023
Unprompted review
Reply from BuildDirect
Thanks for taking the time to leave this review, Kara.
Mila is a valued member of the team and strives to provide the best service possible for every client she works with - we're really glad to hear another instance of that happening here.
If you require any further assistance, just let us know and our team will be here to support.
Kind regards,
BuildDirect
I recently ordered my flooring from…Build Direct
I recently ordered my flooring from Build Direct. Since I had a short time frame until my tenants were scheduled to move in, I needed to get flooring installed on schedule. However, when the flooring arrived, several of the boxes and contents had been damaged during shipping. My agent, Anastasiia, was able to have replacements ordered and shipped out priority. She was very helpful and kind in assisting me and getting the problem resolved.
2 June 2023
Unprompted review
Reply from BuildDirect
Thanks for leaving this feedback, Rosemary.
We are sorry to hear about some items arriving damaged, unfortunately this can happen from time to time but our team will always support and look to provide the best solution possible.
We are really pleased to hear how Anastasiia was able to help you - she's a great member of the team here!
If you need anything else, just let us know.
Thanks,
Ben
Great customer service
Great customer service. Accidentally ordered the wrong type of wood, we will see how it holds up.
2 June 2023
Unprompted review
Reply from BuildDirect
Thanks for leaving this feedback, Sarath.
It can be tricky sometimes when ordering online, we can fully appreciate that.
When mistakes / issues arise our team is there to support, I can see you have already been working with Armando to help navigate through this.
Thanks,
BuildDirect
Love the Floors! We finally got our floors laid and are…
We finally got our floors laid and are very happy with the product. Thank you for your beautiful product and prompt delivery after paying for them.
Janelle Gardner Grantham
13 May 2023
Unprompted review
Reply from BuildDirect
Thanks for providing this feedback, Janelle.
Our customers are so important to us, and we take great pride in supplying high quality products which will be in your home for years to come!
We are really pleased to hear how positive your experience has been, if you ever need any further support please do not hesitate to let us know.
Kind regards,
BuildDirect
Awesome deal...Mila provided excellent…
Awesome deal...Mila provided excellent customer service.. The quality of flooring is outstanding..I highly recommend
9 May 2023
Unprompted review
Reply from BuildDirect
Thanks for leaving this review!
We are so happy to hear you are pleased with the product you ordered from us. A lot of thought goes into our product selection and where we source materials from to ensure we are bringing the best products to market.
Mila's a valuable member of the team and does a great job, we're glad to hear that was your experience too!
If you need any further assistance, just let us know.
Thanks,
BuildDirect
I've dealt with BuildDirect several…
I've dealt with BuildDirect several times for flooring. They always respond quickly and address my needs such as returns for extra I bought as well as helping to find product. Armando was great in helping me. BuildDirect is very easy to deal with.
1 May 2023
Unprompted review
Reply from BuildDirect
Thanks for providing your feedback.
It can be stressful to coordinate all the parts involved with any project, our goal is to take away as much of the stress and complexity as possible. It's great to hear we were able to help!
We will be sure to let Armando know what a great job he's doing and pass on your kind words.
If there's anything else we can help with, please do not hesitate to reach out.
Thanks,
BuildDirect
Happy customer
Armando Campos was the best. Service was terrific. Ordered on a Monday and product was delivered in Thurs. I have not opened yet but looking forward to a beautiful patio flooring I received excellent service from Armando.
27 April 2023
Unprompted review
Reply from BuildDirect
Thanks for leaving this review, Carol.
It's great to hear Armando was able to help you and that your order arrived so quickly! We'd love to hear how things go once you install the product and if you need any assistance at all just let us know.
Armando is a highly valued member of the team and we'll be sure to pass your kind words onto him.
Thanks,
BuildDirect
Amazing customer service!
Anastasia was great to work with! When some boxes arrived damaged she quickly sent replacements. When those were damaged again and not needed a refund was quickly processed. Love the floors and great company to work with!
26 April 2023
Unprompted review
Reply from BuildDirect
Thanks for leaving this review.
We are really pleased to hear Anastasiia was able to help you. She does a great job here!
If there's anything else you need assistance with in the future just let us know.
Kind regards,
BuildDirect
Stellar customer service
Stellar customer service! We used Build Direct in 2018 for flooring in our entire 1,650 sq ft. home and the product is beautiful. In 2023 we had to order 3 more boxes of planks and some damage to them ensued during the shipping phase. I contacted Build Direct and they dealt with the issue in a swift and courteous manner. Thank you Armando for your help!!
2 March 2023
Unprompted review
Reply from BuildDirect
Thanks for taking the time to leave this review, Tara.
Unfortunately from time to time, it is possible for things to get damaged in transit. However, we are really glad to hear our team was able to assist you and find a solution for this problem.
We will be sure to pass on your kind words to Armando.
If there's anything else we can do to help, just let us know.
Kind regards,
BuildDirect
Great Flooring Experience
BuildDirect was the only company that sold flooring that was similar to our discontinued flooring. Shipping was faster than anticipated and flooring was packaged well. I communicated several times with Service Specialist Mila Quinn and she was always exceptional to work with and was an excellent problem solver. Would definitely use again in the future.
8 February 2023
Unprompted review
Reply from BuildDirect
Thanks for providing this feedback.
We are really pleased to hear your experienced went well with us and we hope that the product ordered looks great once installed.
Mila's a valued member of the team - we'll pass on your kind words about the service she provided you with.
If there is anything else we can help with, just let us know.
Kind regards,
BuildDirect
Highly Recommend!!
There's a reason why BuildDirect has such good reviews. I received my samples in a very timely fashion. I was able to make my decision, order my beautiful acacia flooring and have it arrive like clockwork. The flooring is amazing and Justine was there to help us with any and all questions and follow up after it was all delivered, to ensure our satisfaction with the product. I will order again and highly recommend BuildDirect!
1 February 2023
Unprompted review
Reply from BuildDirect
Thanks for taking the time to provide your feedback.
It's great to hear that you are pleased with your order and also pleased with the service provided by Justine.
We will be sure to pass on this feedback to Justine.
If there is anything else we can do to help at all, just let us know.
Kind regards,
BuildDirect
Armando
Armando! Armando is what made our experience great!
Long story but we had to return a considerable order of wood. Armando was extremely helpful and communicative from the beginning through the entire process. It is not always easy to deal with online purchases especially when things don't go exactly as planned but Armando made it as easy as possible.
We thank BuildDirect for honoring their guarantee and Armando facilitating the entire process.
Thank you so much Armando!
I concur with other reviewers....Give Armando a raise and a promotion!
Keith K
5 January 2023
Unprompted review
Reply from BuildDirect
Thanks for taking the time to provide this feedback, Keith.
Customers are vital for our business so we do our best to provide the best service in every scenario. We are so happy to hear that Armando was able to help you on this occasion.
This is the second request for a promotion & pay rise for Armando - fingers crossed he's rewarded! He's a really valuable member of the team.
If you need assistance with anything else, just let us know.
Thanks,
BuildDirect
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