HorchowReviews 76

Buyers Beware: (This is an abridged version and does not include all of the frustrations with this order) I ordered a bookcase on sale for $2400 back in July of 2014, and a rug. Rug came and it was wrong, the one in the picture that I wanted, they couldn't even later find for sale by Horchow. The bookcase then showed as delivery date of OCTOBER 16, no mention of backorder. Then, since I paid with my bank account credit/debit card, each week they held that $2400 from Mon. - Fri., then back on hold again Monday. No other company bills you until it leaves on a truck, but for months they held my $ hostage. Then for delivery they give you a day, not a window, a DAY, to reserve until the evening before when they call with your 4 hour window. My first day of delivery I had waited 3.75 hours when they called to tell me they're not coming. 2nd attempt, and day off work, NO evening phone call, and when I finally got someone at 9am, they realized that the truck had missed my house and was on its way to another state. But it would deliver my bookcase on its way back in two days(Attempt 3). Phone call, no now in three days, it took longer in Indiana than expected (attempt 4) - which turned out to be an outright lie, because the next day the call came from the warehouse in North Carolina, where my bookcase was just loaded on to a truck for delivery the next day(Attempt 5). Yep, bookcase arrived about 9:30 at night, hours late, and with NO shelves. (They were left on the dock in NC). Took about an hour and several phone calls to track that down. The kicker - the bookcase is wrong! It has painted decorations on it that weren't in the picture. So they're going to replace it. In another ten weeks. And then, what do they do, they hit my bank card up for another $2400 hold even though they hadn't refunded what was now down to a $1700 bookcase after the they offered a discount for all of their ineptitude. I have now cried on the phone with their reps, missed two of my children's pivotal events, countless meetings, days from work, used favors from friends to cover driving kids, bounced a check due to their account-napping and wasted more time and energy than is humane. And the saga goes on... STILL. Now, they hit my account again, canceled the replacement order and are scheduling to pick up the painted piece. If I could take it all back, I would NEVER order from Horchow! Save yourselves!

If I could give zero stars I would! I paid over $200 for a console to be delivered to my home in Utah. I was supposed to receive white glove delivery service. My table was brought out in a pick-up truck in a box and dumped in my garage. My husband had to set it up. I contacted CS and told them what had happened. They apologized and said they would refund half of the shipping cost. I thought that was the end of it. The next day (this REALLY happened), I receive an email from the CS rep, telling me Utah does not have white glove delivery service and I was never entitled to it in the first place! WTH! Again, I told her that was what I had paid for. After speaking to another CS rep and a manager, still no rectification. They told me they are not even ALLOWED to bring the item in the house in Utah. I have never heard of such a thing! What a scam!

If I could give a -100 I would. WORST customer service ever! And I wish Neiman Marcus/Horchow executives actually read this. Representatives are rude and unprofessional. Had to call many times for my order to be placed (didn't have access to internet) and they got it wrong 4 times! How can you do something 4 times and still get it wrong. At the end they said "okay, your order has been placed". NO IT HAS NOT BEEN PLACED. I had to call Neiman Marcus to get my order processed. Then I realized I want one more item so I placed a second order myself online. Paid for a 2nd day shipping. It has been 6 days, I still didn't get my package. So, I called... They told me it's still being processed and I will get it within 5-6 days. 12 days? I paid for an express shipping! This is just a joke! UNBELIEVABLE AND NEVER AGAIN I WILL ORDER ANYTHING FROM THEM! Unprofessional!

This has been my most frustrating experience buying a rug. I ordered at 5,000 dollar rug and was not told it would not come for 2 months even though it was in stock. Called to inquire about delay and was told of the 2 months because the shipping company liked to group orders. I said I wanted to cancel the order if it was going to take so long and they said it would be the beginning of the next month. Needless to say I called twice more and ultimately no one called and I ended up canceling the order. I asked to speak to a supervisor, but unfortunately she was only able to say that the vendor was unwilling to move up the order. I would not recommend you work with this company.

If I stop anyone from using them then this is worth it. Do not order furniture! I had to return a chair that was delivered broken. I am still waiting now six months later for the chair. I have exchanged countless emails and continue to get the run around. The customer service is very poor and they keep giving me the names of different contact people. I keep getting told that the order is being processed! Please do not use! I wish I had reviewed them online there are countless stories like this.

Horchow is a scam!
I ordered a rug in November. I was charged for it in early January. By mid February, it has not been delivered. I call every day and they tell me it left the warehouse and is with their delivery company. The delivery company has told me that they will deliver it, but then simply do not show up. They also told me they were not delivering it because it was damaged. I have asked customer service for a reimbursement on my credit card ($3,300) and they tell me they cannot reimburse because the product already left their warehouse?!
So now I am $3,300 shorter and yet have no rug.

Terrible service! I ordered over $10k worth of furnitures with them, most of the time the delivery service is very stiff and not flexible. I would wait for months to receive my furnitures. Then, they delivered the wrong color of a cabinet, then had to return, second time, they came and the product was damaged. Then waited almost a year to receive the final product. When calling them, they are cold on the phone and does not seem like they give a "$#*!", not mentioning that this is Neiman Marcus? It is a joke, their furnitures do seem nice online but with all the extra delivery fees and processing fees, after all, you are paying over price and receive horrible service. Will definitely not order from them again.

I ordered a deluxe spa towel set from Horchow on-line, using a BRADSDEAL coupon. The order process was great. The towels were delivered fast. They were wonderful, but one towel was badly pulled. I called customer service and explained that I had ordered the towels for guests who were arriving next week. They said their exchange process required the merchandise be returned before an exchange, so I returned the defective towel the same day the order was received. Two weeks later, I received a e-mail that they had credited my account for a REFUND. I called customer service and they said they had to issue a credit before they could send an exchange. Not to worry, I would receive a new towel by 11/21... nearly a month after I placed my order. I asked to talk to a manager and inquired about returning the whole order because I was not pleased with their customer service process. The manager agreed the process was not good, but employees had to follow it... their hands were tied. She could, however, expedite shipping so that I would receive the exchange in a few days. Wanting to avoid packaging and delivering yet another package to the post office, I agreed to wait for the exchange. If I'd been dealing with Kohl's, Amazon, Shop NBC, HSN, QVC or so many other wonderful on-line sites, I would have gotten my exchange expedited to me the day I reported a problem. These sites value their customers satisfaction and would not have held me hostage for a $15 towel. I prefer to deal with sites that excel in customer satisfaction and respond quickly to problems with their quality control. Horchow is not one of those sites!

I have been ripped off and certainly will NOT be shopping at Horchow ever again! In short, I ordered a set of armchairs for which I paid $999 ($1179 with Delivery and Processing). Upon receiving the merchandise, I opened the shipping package to find, to my utter dismay (and shock, quite frankly), that each chair had an attached T. J. Maxx pricetag listing their individual prices as $199.99 (with a "Compare At" price of $375... that would have been a steal to what I paid, sucker that I am).

I purchased these chairs assuming I would be receiving quality furniture worthy of the price (and name) and instead was hoodwinked into purchasing ridiculous knock-offs and paying just shy of 3 times what I would have paid if I'd driven down the street to my local discount store.

I contacted the customer service department and they were just all baffled confusion and simply couldn't understand how such a mistake happened ("perhaps they were mismarked", etc.). Unfortunately the pricetag describes the chair in the same manner Horchow does online. This cannot be a case of mismarking, so does Horchow now buy merchandice from T. J. Maxx, mark it up, and sell it to the (apparently gullible) public? They offered to pick up the chairs and I'm ONLY out the $180 it took to ship the crap to my home (they graciously won't make me pay the $125 return fee). What a bitter lesson to swallow.

I too have sadly given up on Horchow. They give very little information concerning their products. This is done on purpose as it is difficult to return things and customers will make do. I ordered a rug and was sure that it was detailed in red and it was rust. Never do they list the colors.
I wanted a oriental painting that was shown with a gold metalic background when, in fact, it was a grey color. The rep said there was a light shining on it.

Today, I was willing to pay over $800 for a santa that is listed as 5 feet tall and is shown with a big bag of gifts. I questioned the rep about how wide it was because the info said it was 12 inches wide. That would be impossible. I just got an e-mail back that said in poor English:

We received your request for information in reference to Father Christmas
With Bag of Toys Santa Figure, item # HCF12_H5MKH.

This particular item come assemble. The dimensions are as listed width
12" by depth 19" by height 60". The only information we have for this item
Is listed on the website.

We do apologize for any disappointment this may have caused.
Thank you again for shopping with us. We are always happy to assist.

Really, the absolute insult comes when a rep sends an e-mail that makes no sense and doesn't care. This is Neiman Marcus for heaven sake. I will do the same as the writer above.

Horchow.com

Absolutely abhorrent. Here's my experience.

I ordered four items from Horchow.com.

Item One: A rug. Horchow rep contacted me to let me know that it wasn't going to be delivered until JUNE. I asked why they didn't know this in advance and the rep said Horchow had not been contacted by the issuing company. I decided not to keep the order open. I went on their site today and the same item is listed without a note mentioning that the item is backordered and not available for delivery until June. I highly doubt they didn't know. They just didn't inform me until after I purchased the item. Deceptive, fraudulent. Pick an adjective…

Item Two: In addition to item one, item two, a coffee table, wasn't scheduled to be delivered until APRIL (maybe). Again, I was not informed of this until after I paid for it. I cancelled that and had no further problems, but later found out that Horchow does know that things are on back order and they don't tell you until after you pay for them. (See item one…)

Item Three: An oriental style storage trunk. The photo showed a black lacquered trunk with satin finish gold paint that was vibrant but not tacky. It came with a certificate of authenticity which honestly, I didn't think about until I received the item last night.
What I got: The lacquer on the item was cracked and the bindings loose. In addition, there was a sticky spot in the front corner that smelled like pitch. When I touched it, the finish came right off. The "certificate of authenticity" said "We hereby certify (details of the trunk) is circa 1850-1880. Not that it was a replication, which I know it was, but it was misrepresented. Maybe the wood had sat mired in a bog somewhere for that long…In addition, the photo both online and on paper depicted a satin gold paint finish. The trunk that arrived was so faint that I had to turn on the lights in two rooms just to see the details. It was extremely dull. Extremely.

Item Four: An asian style elephant rug. On the Horchow site, they do not mention that you have to be home to sign for it in person, nor are there directions to consult FedEx.com for further information. The "white glove service" is a sham. The rug was initially delivered on a day I wasn't home. I called Fedex after reading the door tag to see if I could leave a written voucher giving permission to leave the delivery in the front hallway. I was told I had to be home to sign for it in person. The delivery time window? 9 AM - 8 PM. Please note, I am not irritated with Fedex. Horchow's site should have given me a choice in shipping and detailed the conditions of each type of shipping. I should not have had to go somewhere else to find this out, but even if that assumption is ridiculous, there should have been a hyperlink and prompt to check out Fedex for further delivery information. I should not have to assume that I have to go onto Fedex.com. I've done a lot of online purchasing and have never had this issue. Until Horchow.com. The rug was delivered and I signed for it. You do know that you can't open a parcel until you sign for it, right? So I signed for…THE WRONG RUG.

Finally, let me talk about my experience with CUSTOMER (dis)SERVICE.
I had to talk to them a total of four times. The first two times I was making inquiries into merchandise and shipping cost details. The online chat reps were nice and very patient. After all, I was buying things and spending a good deal of money. The third time I had to contact them about the storage trunk (item 3). I was polite and businesslike. My goal was to remedy the situation. The rep told me some info and then severed the chat before I had a chance to respond. Now I know that not only can I see a message saying that the rep is typing, but they can see the same details about me. I was typing (for less than 30 seconds) and the online chat was severed by the Horchow rep.

This happened TWICE! I online chatted again with a Horchow rep today, assuming the previous rep was just rude and an exception. My mother raised me to believe in fairies and nymphs. This last rep that I had contact with online gave me a quick answer to my question about the elephant rug delivery and then severed the correspondence AGAIN before I could respond.

Let me assure you. If I am going to piss someone off, I'd rather do so in person so I can see their look of constipation. I was not dragging things out or nauseatingly repeating what I'd already said.

The telephone rep I last spoke to in an effort to discuss the pick up of the WRONG RUG that was delivered was kind and expedient in her assistance. A diamond in the rough. The final result? I ended up with nothing but have to stay home Saturday so the wrong/mangled items can be picked up, I missed a night of work, and Horchow lost about $2500. I can't say I'll cry over the last part. Here's the info I collected in the process. If anyone else has had a terrible experience with this company - HORCHOW.com - I hope this info will help.

Parent Company: Neiman Marcus
Administrative email to report about your Horchow adventures…
*******@neimusmarcus.com
And finally, just because she was a diamond in the rough, the rep who was polite and expedient even though our interaction was not for positive reasons was named Norma H. If you are dull enough to order from Horchow.com after reading about my experience, I hope to God you are assisted by this lovely woman.
So, with the extra time I have on my hands tonight, I am issuing reports of my experience and disappointment wherever I can. It is, after all, thanks to the doings of Horchow that I have this luxury.