Horchow

Rene
2 months ago

I purchased a Media Console from Horchow and I usually purchase quality furniture for our home. Horchow was not only not quality in the product but with customer service as well. I will not ever purchase from Horchow again.

I purchased a Media Console that took over 3 month to receive. I received a call from the shipping company "Sun" a day before the arrival and asked if I could accept the item the next day. I answered with yes and she said she would call me back with a time. The call never came. The next day they arrived and let me know that the media console was broken. A shelf was completely broken. I then asked them what are my options, could I accept this and you guys exchange/bring me another one or could they send someone out to fix it? They answered with we have no idea we're just delivering it. I said fair enough and called Horchow. Horchow put me on hold for 20 minutes as the rep said she had to speak with a manager. She came back and said just return it, there's nothing we could do. While I was on the phone the delivery guys decided to bring it in my home. They were having trouble lifting it and kept putting it down on my hardwood floors that they scratched. I let Horchow know about this and they again said there is nothing they can do and that it's not their company. I paid $400 for shipping and not to mention what I paid for the console and received nothing but time wasted and scratches to my floor.

Thank you Horchow.

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Juanita
2 months ago

They have created special site wide discount emails which are unusable. I tried to buy an item I wanted with this discount. The cart would not honor it. After "live chat" I was I formed that the item I wanted did not qualify. The site says "store wide". I got curious a d found nothing I tried would honor the discount. This is deception at it's worst.

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Maria
3 months ago

Horchow accepted funds for a large purchase and randomly sends e-mails changing the delivery date and has no concrete information on a real date. The "customer service" team is not informed and gives the impression they are not accountable.
They give canned answers. A blase attitude, and there is no follow-up.
Do not make a major purchase on Horchow.

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Chanel
4 months ago

I placed an order for 2 items. It said order now it will be in stock soon! I went to finish the order and web site said I cant. There is no product. I called Horchow. They said they would fix glitch. 2 weeks later ordered product. Got email its back ordered but expecting shipment.
My email said it would be at my house end of September. Gave an exact date.
So no email update, no package. I call and customer service says there is no product forthcoming. No PRODUCT! Do I want them to keep my money on the off chance product is made sometime in the future? What?
So they kept my money for 2 months, showing the product. There is no product! Why didnt they take item off site? Why didnt they automatically refund me? I dont do business loans. Why did they keep my money. Which was a lot.
How is this good business? They sell upscale products. How many other products are shown 9n the site that dont exist? Terrible business practice. How many other peoples money are they keeping?

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Joan
4 months ago

I ordered an "in stock" item in June 2020. Horchow sent me an email on July 31 that my item had shipped and charged my credit card. On August 31 I called them because I had never received the item. Customer service told me that was a mistake because the item was not available to ship until October. I cancelled the order and he said I would receive my cancellation and refund notification. On Sept 4, I called back because I never received a notification and customer service told me that something went wrong and the order wasn't cancelled but he would cancel it now and process my refund. On Sept 11 I called to find out why I hadn't received my refund and customer service told me that they had a problem with the vendor and they couldn't find my item. He said I had to wait an additional 2 weeks to get my refund. On Sept 28 I called because (of course) I hadn't received my refund and customer service told me that they were having a problem with their shipping company and they needed to "research" to see if my item was in their warehouse and it would take an additional 2-3 days to investigate. I told Horchow to pound sand and hung up and contacted VISA to dispute my transaction. Do not buy anything from this fraudulent excuse for a company. I hope they're enjoying bankruptcy and that all of their old customers never buy another thing from them. How the mighty have fallen.

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Elijah
5 months ago

I ordered a piece of art that was listed on the website for $529.00 I was also offered 20% my first purchase which I signed up for and received. I spoke with a customer service rep who assured me that I was getting the item for $495 plus shipping. I have texts proving the conversation. When I was billed, they charged me $1,084.00. They said the price went up while I was talking to the customer service rep. When I tried to get the issue rectified they would not assist and said they had no record of the conversations even though I had the transcripts. Tried talking to a manager, etc. Sat on hold for 1 hour. SCAMMERS. How could Neiman Marcus tie their name to them?

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Deanna
9 months ago

Not good to charge for shipping when the item was returned and I did'nt even take it out of the box.
Do not buy from this Company if you are not sure about the merchandise because you will pay for shipping.

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Moises
10 months ago

This business is garbage and hopefully they will closed down because of this next recession. My bed was two months late I called the lady waited on the phone for 30 minutes only to have her hang up on me.Do not ever buy anything from this company unless you just want to give away your money

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Rhonda
10 months ago

Sadly, I should have read other reviews. Like one of the other reviewers indicated, I placed my order March 24th based on a ship date indicating immediate availability. Upon placing my order, my shipping date immediately changed to June 15th. So I called to cancel; they promised to clarify the date and get back with me. No return call, but I received a second shipping notice the next day, correcting the date. My bed was now going to ship in 5 days. It is one month later, NO BED, and I'm getting the complete run around between the shipping company and Horchow. When I finally get a call from the shipping co., they tell me because of Corona virus, they will leave the bed outside. I call back to say that is unacceptable because I've paid for inside delivery and setup; other vendors in my area are delivering furniture and taking excellent precautions. In the month that I've waited, I've received a coffee table, TV stand, desk, sideboard, and patio furniture, all brought by different delivery companies, so I know deliveries are happening in my area. I've spent 2 hours on the phone with Horchow — endless holds, incapable staff, and no straight answers — as I try to resolve this issue. I finally canceled my order yesterday. Now I am sure the fight begins to see my refund. I wasted over a month with this company. I don't know how they're still in business. Do not make the same mistake I did.

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Jessie
1 year ago

This company sent me a lamp that electrocuted me and several other orders that were incorrect damaged or late. They have 0 customer service and they will cost you time and money if you order from them. I am in a battle with them now trying to get back money for nightstands that I ordered over 6 months ago. These prominent brands such as Bernhardt, Caracole, Drexal should stop supplying Horchow. They r destroying your name. This company will ultimately destroy anyone who gets involved. Buyer be very aware. Take my advice.

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Carolina
1 year ago

I purchased 2 sets of Godinger Stainless flatware in Sept 2019. When I opened the box to use at Thanksgiving, one teaspoon was badly scratched so I sent it to Godinger for replacement as their warranty says they cover original defects. Still haven't heard from them so I contact Horchow customer service who told me their policy was 45 days and there was nothing they could do. Never offered any other assistance. I recommend not to do business with a company that will not stand behind the vendors and products they sell. Very poor customer service!

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Ernesto
1 year ago

The photos of furniture are beautiful but this is the worst compsny I have ever done business with. Customer Service is nice but completely useless. The delivery service compNy named sun delivery would be better ran by toddlers bc the people running it are literally the most incompetent people I have ever encountered. Horchow has consistently terrible reviews and they do nothing about ur complaints. Im embarrassed for them and frustrated with the time its cost me to deal with this company . I will never order from them again. They dont even deserve one star.

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Elliott
1 year ago

spent a lot of time trying to order something. my email was"invalid" my second email was invalid. used husbands email and it worked. then it wouldn't take my password.said it didnt meet something. I tried three other ones. when I tried to chat it didnt come up in a new window. so everytime she asked me something i needed to search for site again. i gave up. it reminded me of trying to fix a bad purchase from china.

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Deandre
1 year ago

Just got a 20% code IN MY INBOX and tried to use it. Message on check out was that it was invalid. Tried to call. They said after 20 minutes of conversing (+20 minutes on hold) that they would give it to me – a one-time COURTSEY????? They sent the code. If it's high end, what the hell? Their service and website suck. Go directly to whoever the artist or supplier is and buy that way!

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Whitney
1 year ago

Placed an order for a rug, in a week the order gets cancelled with no personal apology. Placed a second order for a different rug, called in to make sure they had it in stock to avoid disappointment, they assured me this one was in stock and that I would get it. What do you know, second order gets cancelled in 4 days!!! Again, just an automated email with no personal apology. I call and tell them i feel unhappy. They did not do anything until I actually pointed out how frustrating it was and that I wanted them to do something about it. At that point they offer me a 10% discount for my next rug order. I choose a rug that is on 20% off, call them to place my order, ask them to apply the additional 10% which they promised. They did so on the phone, but when I received the order email confirmation, the 10% was not applied!!!!!!!! Just imagine how it felt, after going through all that mess. I call again asking to apply the 10%, and the agent is RUDE. She asked me in a very rude way "Anything else?!, have a good day!". It really amazed me. Now my questions is: Is the management stupid? Are the agents stupid? Will never shop there again. In the end they did refund me the 10%, but the supervisor did not really come through as she was sincerely sorry. Terrible experience. I do not recommend them. Also, they seem to manipulate the prices right on the spot. When I placed the new order the rug was going for a 20% off, but when I called asking for my 10%, they quickly manipulated the price by removing the 20% off which was there just before my call.

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Sheri
1 year ago

Placed my order on July 18, 2019 with anticipated delivery on July 30, 3019. Got a call and scheduled delivery on August 3. They gave me a 9am-1pm time frame to expect the item. Stay home waiting for them to show up. Finally around 12:45pm called the delivery company just to find out that they don't have my item. "We got the paperwork for it but the item is still in transit" – I was told on August 3 after wasting half of my Saturday waiting for them. When they expect the item in? Where is it at the point? No one knows.
Called again re status of my order August 9, 2019 just to lear that the item is backordered and is not expected until after August 23, 2019.
At that point I asked them to cancelled my order as I was fed up with their incompetency.
Got a confirmation email about cancellation shortly after. Any guess what a reason for cancellation was? This is quote:
"
Cancelled 08/09/19
We apologize our attempts to contact you have been unsuccessful. Federal Trade Commission requires us to obtain your approval to wait for this merchandise each time the expected shipping date changes; therefore, we would like to advise you the merchandise below has been cancelled."

THEIR attempts to contact me? Really?

Worst experience ever with any retailer. By far.

Stay away. Save your sanity and frustration.

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Jarod
2 years ago

When I was in business school I learned that the worst thing you can have is a customer who doesn't tell you they are unhappy. Because an unhappy customer will tell far more of their friends and family about their negative experience than will someone with a positive experience. Clearly the Horchow execs don't know this or don't care. When someone in customer service tells you, we can't replace our defective product because it's not our fault it broke (so it's my fault???), but lucky you, you can buy a replacement for only $21! Are you freaking kidding me? Like I would ever spend another penny with your crappy company? I had a set of sheets I purchased from Macy's years ago which disintegrated after a few washes. They took them back more than six months later and fully refunded my purchase without batting an eyelash. That's why I still frequently shop at Macy's. Don't be a sucker and buy anything from Horchow. You're throwing your money away and setting yourself up to be insulted at the same time.

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Marisela
3 years ago

I ordered Christmas decorations from Horchow for our 2nd home expecting them to be delivered on 12/18. It's our 1st Christmas there so we do not have any decorations. I received a confirmation they were shipped via Fedex but no tracking number. We arrive on the 19th and nothing from Horchow. I call and am told by CS that my order was CANCELLED!! They never notified me and told me their system has no way of notifying customers if an ordered was cancelled on their end and they have no explanation! I cannot wrap my head around this horrible company! I'm hoping to save others from the misery I just experienced. I wish I read these reviews prior to ordering from Horchow.

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Patrice
3 years ago

A former happy Horchow customer will order from them no more! I ordered six 6-piece sets of KASSATEX BATH towels. I was so disappointed upon the very first wash the threads started unraveling on the towels and the excessive lint that came off adhered to other items in the laundry. The blue batch unraveled as much as the tan ones. I'm having to return them all which is a timely, bulky inconvenience. I still have several 30-year-old monogrammed Horchow towels that have not worn out yet! Their standards are no longer the same and I suggest you not waste your time or money buying towels from them! In addition, when I ordered 2 sets of tan towels and 4 blue, they sent me an incomplete order with only the tan towels and charged me for all of them. They rectified everything politely but again my time is involved and now I'm having to take all of them back to the UPS store after scrounging to find a gigantic box & dealing with customer service to get a return label!

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Ruth
3 years ago

hi, guys please don't buy from this store unless you make sure you checked everywhere else because they at least double the price plus their shipping is way very expensive ,and their customer service is horrible.
I used to be a loyal customer to them till I found out about joss and main, wayfair ,those online stores have 90% of their stuff half price and free shipping and not just those also Amazon and I'm sure a lot more.
few months ago I bought a mirror after 40% it was $417 with shipping and then I found it in joss and main for $159 so and in amazon for around $170 and of course free shipping , so I contacted them for a price match or return and they refused.
another thing I want to mention is their horrible customer service , I ordered that mirror over the phone ,the 1st woman was so mean and impatient so I told her I will order online and I called again and the other woman was literally screaming at me and she hanged up on me just because I couldn't hear her well ,they are the worst customer service
ever.
bellow are the link to the mirror in both horchow and joss and main
http://www.horchow.com/Tatiana-Horizontal-Mirror-Mirrors/cprod122050005_cat000092__/p.prod?icid=&searchType=EndecaDrivenCat&rte=%252Fcategory.jsp%253FitemId%253Dcat000092%2526pageSize%253D119%2526No%253D0%2526refinements%253D&eItemId=cprod122050005&cmCat=product
https://www.jossandmain.com/decor/pdp/talia-rectangle-oversized-wall-mirror-wrlo6813.html?piid%5B0%5D=22801117&piid=22801117

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Willie
3 years ago

In November I ordered a set of holiday plates, from Horchow/Neiman's, to use at a lunch I was having. The package arrived just in time for the lunch. The box was empty. The mailing box was sealed it was the box in the package and the fabric case the plates should have been in that were empty. I say no signs that the box had been tampered with so the plates were either never in the box or taken by the packer. I called Horchow and told them. The asked If I wanted another set and I said no because I couldn't take the chance that would not be here and I was upset because 12 plates weigh a lot more than an empty box. They can tell from postage that I was telling the truth. So I go about my business. Order some clothes from Neiman's as gifts. and have at least on e over nighted. Nothing arrives before I leave town. I am gone for 3 weeks and during the 3 weeks the packages have arrived but they must be signed for. for 3 weeks I am going crazy trying to get these packages delivered with no cooperation from UPS – I do not know this signature needed is from Neiman's because I did not ask for it. Eventually the packages are both delivered and returned to neumann. I then order something else from Neiman's and they want a signature and then again they want a signature. I call and tell the m I received 1/2 a pair of pajamas, and by the way "What's up?" with needing a signature. Because I received an empty box I now must sign for all packages. They are punishing me for their error. And never told me! I have been a very good customer for a long time. NO more! They can take their stores and keep them. They have nothing I can not buy a Nordstrom or Gumps etc. Do not trust them!

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Adrian
3 years ago

Not very often do I go out of my way to leave a review. I purchased some very expensive bedding..which just doesn't merit the cost. It isn't wearing well at all and it's in a rarely used guest room.

The primary reason I will never shop with Horchow ever again, is the return fee they charge…almost $11.00. Considering their HIGH PRICES it is very offensive to me as a consumer. I will take my business elsewhere.

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Bridgette
4 years ago

DO NOT PURCHASE FROM HORCHOW!

I could have bought the same desk/vanity from Wayfair with free shipping for $300 less. But I though that I was paying for quality, that I would be buying an authentic Neiman Marcus Claudia Desk/vanity. Also this one was advertised as a desk with drawers, but the Wayfair one was a vanity with no where to put my laptop and notebooks.

However you DO NOT GET WHAT YOU PAY FOR WITH HORCHOW. First, the desk doesn't come safely packaged. It comes wrapped in blankets. Then, they forgot to deliver my desk's legs. So I had to call and complain. They refunded my $106.00 only after I demanded a discount. Then I noticed that something else was off. "Is this really what I ordered?" I asked myself. So I go online and noticed that the chair hole is black instead of white as advertised, and I don't have one deep drawer to my right side, instead I have two shallow drawers.

I called the company, not to demand another discount, but expecting an explanation and an offer to exchange it for free. The "customer service" representative seemed annoyed with me abd me I would have to pay the $250 to ship the new one. I WOULD HAVE TO PAY $250 TO CORRECT THEIR MISTAKE!

I've also noticed that the people that assembled my table lost two out of five knob barrier pieces that protect the glass from knob.

I wish I had researched the store.

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Karen
4 years ago

I ordered a dining room buffet on 9/28/16 and it said it would be delivered late October. I received a call from the shipping company that it would be delivered on 10/29/16 which was right on target. I received a call on 10/27 saying my buffet did not pass inspection and the order was cancelled. I immediately called back and asked why they cancelled it because I still wanted the buffet and now because of the cancellation I would go at the bottom of their list again. I was told that was their policy. I reordered the buffet at that time and was told it would be in late November. Subsequent emails came in moving the date back to mid-December, late-December then January 2017. I emailed them and told them this was unacceptable and they replied that I would have the buffet mid-December. December 5th I emailed them to ask when I should expect delivery and got no reply. I later found an email in my junk mail that said it should arrive mid-January. I called on 12/28/16 and they said it was looking like it "may arrive February 13,2017" but they had no guarantee on that actual date. I cancelled at that time. This is ridiculous! I used my bank credit/debit card and they charged it right away and they have been holding my money since September 28, 2016 with no guarantee of a delivery date. If it arrived in February they would have my $2000 for 4 1/2 months sitting in their bank earning interest and not mine while I listened to their empty promises. I have ordered several small things from Horchow such as home decor, wine glasses, etc., and I receive them right away. This was my one and only large purchase from them and I will not give them another chance with the way it was handled. Very disappointed in their business practices.

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Jacob
4 years ago

2 out of 3 orders took sssoooo long, then only to receive emails that they would take even longer (over a month longer). So I cancelled them. 1 order worked ok on the "quick ship" – still had to wait 4 to 5 weeks (not so quick). Once they delivered, only 1 out of the 2 chairs actually made it. The other chair was LOST!?!? Who looses a $1,4000 chair? After many calls (all over the place) and 2 more weeks later… the other chair arrived. No more. What a hassle for such expensive items. No thank you Horchow!

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