Built-In Distributors, Inc -2025 — Attraction in Santa Cruz

We were looking for a refrigerator and decided to shop at BID as they do have some very nice appliances. We were helped by the Darren and Bob! We decide on a model and ordered it. When the paperwork was written up, they said they didn’t do installation of the water line and we told them that that was not a problem as we (my husband) would do it himself. We just needed it delivered and the old one taken away. Not one time did either of them mention the cost of delivery. We just figured there would be one as most places charge for that. I had to call to check on the status of our order as they had said it would take two and 1/2 weeks for it to arrive. It just happened that when I called our refrigerator had arrived. Darren gave me the number for the person who would deliver the fridge. You would think that they would have set that up themselves, right? Nope, I had to call the delivery person myself. When we made contact, he said he would deliver the refrigerator. Perfect! They delivered the fridge and installed the waterline which we didn’t realize they were going to do that because my husband was going to to that himself! We were NOT aware that it would cost us an extra $225 for the installation of the water. We paid them, as they did do a great job with the setting up and clean up (he even cleaned my floor and walls) where the fridge was going to be placed! We checked our invoice and all it had written on it was “needs installer”. I called them to voice my complaint in regards to the cost and Darren said he had written it on my invoice. I told him that no there was no mention of what the cost would be. He said that if “we”, meaning BID, had made the delivery, the fee would be $89. He never once mentioned that to us. We would have gladly paid the $89 compared to the $225. I was going to also buy a convection/microwave from them, but I am not a happy camper!! ...

I really hate writing a negative review but the sales rep was really such a jerk. This happened like 6months ago and I'm still shocked at how he acted. We had a house fire and had to replace everything and got all of our appliances through this store as our contractor recommended . Our Sharp drawer microwave stopped working just after two years - just out of warranty. BID was not helpful at all but there was a really nice repair guy near Costco that basically said its not worth repairing and to just buy a new one. That sucks since we thought spending more would get a better product but what else are we going to do. We went into the store and I explained the situation to the sales rep and basically just said that I didn't want to get the same microwave because it broke after only 2years. I wasn't accusatory and I asked my husband after, I really don't think I did anything to trigger this guy. He basically said that the same microwave was really the best option and then full on ridiculed me for wanting to get a different one. Like full on calling me an idiot with out actually calling me an idiot. Like the effort he put into this performance was pretty epic. Maybe he was just having a bad day but there was some interpretive dance happening. The 3 year old refrigerator we got from them has also had repair people out 6 times which I didn't mention at all. So far the other appliances seem ok. The washer is leaking but I'm kind of ignoring that for now. This is supposed to be a high end appliance store but I've had better luck with Home Depot...

I had the same experience that many others seem to have had. They are very helpful until your order is placed and then you get no customer service at all. I wouldn't purchase from them again after my experiences.

My first purchase was placed and once it arrived, they called to let me know. I didn't need the appliances yet because my house was still under construction. I told them I can pick them up anyways as I have a place to store them in the meantime. They told me it was no problem, and they could store them in their warehouse until I needed them. When I called and said I needed them, they tried to tell me they had never arrived even though they clearly had to have sold them to someone else. It took another 6 months to receive all the appliances again because of backorder issues, which is why I ordered early in the first place. After the first issue I gave them the benefit of the doubt and ordered a microwave from them. Before I ordered it, I asked when it would arrive and they told me it would be 1 week. Once my order was placed I couldn't get anyone to respond to me for a week, then when I finally heard back I was told it was estimated to arrive in another month. I ended up getting it about 3 months later.

Overall just poor customer service, and it seems they tell you what you want to hear before you order then give you totally different information once they've collected your money with no...