By David Cole on June 17, 2026 Verified by Google

I called Builders First Source because WindowWorld was months out before they could replace my doors and windows. A salesman named Mark talked to my wife and me about our project—a kitchen remodel needing two windows and a double door replaced. Per emails/texts, on Feb 9th, Mark told me doors would arrive within 2 weeks, windows in about 3.

I received the shipment on 3/13/26—roughly 5 weeks later. I'm patient, but in hindsight I wish I'd gotten a more truthful timeline; I would've stuck with WindowWorld, who I already had a window and two doors with. The contractor Mark recommended came out the next week to install everything. When he looked at the doors, he said they'd delivered the wrong order—exterior swinging doors were needed, but interior swinging were sent. I called Mark; his first instinct was to blame me, claiming that's what we'd asked for. This door has glass in it, and my wife and I clearly remember specifying exterior swinging because inward swinging would let the glass hit the counter corner and shatter. They picked up the wrong order two days later.

I texted Mark for updates every few days. I understand delays happen, but his communication was lacking, so I called the operator and asked for a manager. A manager, Mike, called two days later with excuses about Mark being on vacation for a week. While I was on the phone with Mike, Mark suddenly started texting me. A week of vacation doesn't excuse weeks of poor communication. I just wanted to be kept in the loop, even with bad news.

The replacement order arrived 4/17. By then my contractor was booked solid, so I waited. Once he finally fit me in and did the job, I discovered the new door was slightly crooked. The contractor blamed a warped slab and told me to call Builders First Source. Mark sent a service guy out and he said, "This is installed incorrectly. Frame is tilted. If the contractor won't fix it, we will."

I spent three weeks trying to get the contractor back out—he ghosted me. I texted Mark on a Wednesday: no response. Called and left a voicemail Friday, saying it could wait until next week: still no response. I called the operator again, explained the situation, and said I never wanted to deal with Mark again. She said Mike would call. I never heard from Mike.

Today Mark (who I really didn't want to talk to again) called and explained their two-person service team isn't equipped for a fix like this. I get that, and I'm not upset about it. What upsets me is the total lack of empathy and communication. Looking at the owner's responses on previous negative reviews, it seems like maybe he/she cares, but Mike and Mark don't seem to think customer service is as clear a priority.

If you're a single home owner with little experience in doors/windows, I'd avoid this company—they seem set up to source product to a job site and then disappear. And if that's what you need, go for it--I wish you luck. But I have several friends currently buying homes who expect to deal with home renovations like this. None of them will use Builders First Source after hearing this, and I'd suggest you don't either.

By Eric Nelson on April 1, 2026 Verified by Google

From Hope and Kevin in the front to everyone who helps you in the warehouse in the back, this business has friendly and helpful people who work here. I am so glad I decided to go here several months ago to buy some material no other business in the area had or seemed to care to order for me. Since my first experience, I no longer look elsewhere for help when it comes to purchasing stuff I need to repair my home. Well run business!

By joseph sowder on May 2, 2025 Verified by Google

Probably great for contractors, not so much for the general public. You really need your contractor to be there to be able to get any real information about pricing, details of items, etc. Not really any helpful people on site. Most of the sales staff seem to be out in the field, not at the business.

By Doc Fruitloops on August 7, 2022 Verified by Google

I own several commercial buildings and have used Ford Lumber in the past. The owner of the construction company I was using would deal with Ford Lumber AFTER I had decided what I wanted. OVER A YEAR AGO possibly year and a half, I went into the Ford Lumber in Spanish Fort/Daphne. First, one one even acknowledged that I was there. Finally, I hunted someone down and told them I wanted to buy two sets of doors. A guy grudgingly came out from the back. The entire time a woman glared at me. I picked out what I wanted and had the measurements with me. Ready to purchase right then. I was told that they would send someone out to measure (that’s new) and then place the order. No one came or contacted me. FINALLY, after I called and left messages that I really wanted to purchase these doors I was given the name of their “salesman” in my area. I called him and he was supposed to come out and measure. Long story short, I ended up leaving four different phone messages and text messages for him to at least let me know if he was going to measure. I had another guy that works for me remeasure (exactly same as I had measured). Nope. That was not good enough. they had to send someone out. Needless to say, I have NOT ordered the doors. I called Anderson Doors and Windows to find another dealer and was told that they were it. I laughed and hung up. I don’t want to think that they are treating me this way because I am a woman, but when my MALE construction owner dealt with them, they responded immediately. I have been ignored for over a year. I get the hint. you do not deal with women. I guess I should have sent one of my male employees.

By Tom M on February 27, 2020 Verified by Google

My first visit was today. I don't normally give reviews but my experience warranted one. Hope was great in explaining where to search for what I was looking for and the young man who retrieved my molding was nice enough to wrap it for me. Great prices!