HorchowReviews 76

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.

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.

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!

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.

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.

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.

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.

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.

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!

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.

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.

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!

I ordered an item and received a confirmation email. A couple of days later I re-read the email and saw that my item would ship in two months. So... I cancelled the order as I wanted it sooner and had many options. I immediately received an email stating that the item had shipped (two months before their expected shipping date) and that the company would "try" to stop the item enroute. Horchow cancelled the orderand issued me a refund in a timely manner. However: their 25% ish shipping charge remained. I disputed the charge on my Mastercard and was issued credit. Horchow had 90 days to contest the dispute, but they apparently saw that they were caught in a lie and let it go. I would never shop with this company again: I don't do business with liars/cheats. Hope this helps someone...