HouzzReviews 1,787

I bought a bathroom rug and didn't like the color and couldn't return it for a full refund because it didn't meet the criteria of "damaged goods". They first charged me $24 (for a $65 rug) to return it and then offered to pay for half of that which was a nice gesture but missed the point. I am not sure how the claim of 100% customer satisfaction guarantee is valid when the returns policy falls shows of what we as on-line shoppers have come to expect. When you don't have the benefit of seeing the product first hand and pictures often misrepresent color and texture, return policy should be on the side of the customer. I don't think I'll shop at Houzz again. It too risky!

. BEWARE DO NOT BUY FROM LIGHT, LIGHT LIGHT nor HOUZZ.COM.
Returning merchandise feels like getting WaterBoared. Painstakingly slow, disorganized, incoherent, insufficient, unethical. I returned 5 unopened packages but one in the boxes they packed. They made me pay for the return shipment. Then they claimed merchandise arrived broken in very same packaging they did. No customer service no help or involvement from HOUZZ.com. Total disappointment, loss of time and a lot of money

I ordered a Over sized rug costing over 425.00. It was very poorly wrapped, There was parts badly frayed and and dirty. A few day later no refund, they have to wait for pictures and I explained thats not the customers problem. I expect a prompt credit and for them to take care of the paperwork for damages since the trucking company even reported it upon receipt that it was damaged and I refused upon receipt, returning it. WARNING Don't buy from this company, requesting a refund is lengthy. I will but several rooms of furniture's from Overstock rather than them, additionally compare their sale prices to other sites if you do decide to purchase, inflated and them marked down claiming big discounts.

A few months ago, I was about to order a vanity from Houzz but called first to see if the vanity top in the picture was included in the price. The person at Houzz said that it was and that it was made of marble. I ordered the vanity, which arrived without the top. When I complained to Houzz they ordered me a top, which arrived a few weeks later but 1) was not made of marble and 2) had no sink in it! It was ugly and unusable. I had to go out and purchase another vanity top and sink. When I gave the item a poor review, HOUZZ REMOVED MY COMPLAINT FROM THEIR SITE, telling me that my complaint should go to the vanity manufacturer, not them. But they sold me the item in the first place after I'd spoken with a customer service rep, and they should have taken responsibility for their error. I can't recommend them.

I ordered a couch for my business in December. I started getting emails with approximate delivery dates for February. Today is March 15th and I still do not have the couch, and no delivery date. I cannot cancel, as this was ordered in 2017 and the monies went toward 2017 budget. The delivery company, Star Fleet, has called twice to set up a delivery day, but did not specify a time. When the date came and went, Star Fleet indicated that our business "was not open" at the time they planned to deliver. I was NEVER given a specific time of delivery. I did, however, indicate the times that our business was open. Houzz has not tried to make this right for my company and I will NEVER do business with them again. BUY FROM ANYWHERE BUT HOUZZ!

I ordered my son a dresser. Afterwards I started looking for reviews and immediately panicked after reading them. I called my bank to try and stop the payment, but it was too late. With all the bad reviews I thought for sure I had just screwed up. It was said to be delivered in 3-5 weeks. 2 weeks after ordering it was delivered, in perfect condition, with all the pieces. I was relieved. I guess it's easier to think of leaving a review if u had a bad experience bc I order stuff online all the time and never think to leave a review. Even though I'm happy wothy product. Which I guess explains why there's so many bad reviews and not many good ones. So only because I was so worried based off the reviews I had read, I felt like it was my duty to let people know this was not a scammer, the company completely came through, and it left me feeling comfortable ordering again. I think from now on I'll leave reviews for companies I order from, since mostly the bad experiences seem to be reported.

We ordered from a store and were told that the wait was 3-5 weeks. But in reality they did not have the dining table and it had to come from somewhere outside the US and it was more like 6 months. I called in and was told by the Houzz person- that took forever to get back to me that this Company never answers the phone and lies about inventory all the time. We ended up ordering from a different store and although the time was the same- at least they were honest. That store told us that they no longer sold on Houzz. No wonder. Terrible business model.

Web site is misleading, My wife saw a tiffany light on Houzz With much anticipated arrival we were astonished with the extremely poor quality of materials that was in pieces inside of a abused cardboard box from FEDEX. Calling Customer service started an entirely different nightmare, with taking pictures of the garbage too prove it was garbage then assisting that old people attache pics to a file. WE want a refund only

Houzz customer service is nonexistent.

I placed 3 orders with discount codes I had received on a TMobile Tuesday. I have 6 lines on my account but only used 3 of my coupons. All of the codes were accepted and all the orders sent me receipts. About 3 hours later, after I had gone to bed, I was sent emails cancelling 2 of the orders. The reason given was that the coupon code was invalid. This left me no time to just place the orders from the separate devices with the devices email, which would have been accepted. It was just easier to place the order for my wife and son on my phone than downloading the app on multiple devices etc.
Turns out (after reading another review) that even using multiple devices wouldn't have worked since multiple people would have the same address. What a scam!

I emailed back to one of the notices and explained the situation and how I thought that it was a bit shady to cancel the order late at night on a one day promotion with an incorrect reason to boot. Never got a response.
Two days later I sent a message on their website asking for customer service to contact me and detailed the situation again. That was two weeks ago and I still don't have an email back. I do, however, have 4 emails a day from them asking me to spend more money. I had to unsubscribe to 3 lists to get them to stop.

If they would spend a bit more effort on customer service this all could have been smoothed over. Instead, me, my wife, son and all of my friends who I turned on to the site have now heard about their total lack of response and will probably not ever deal with them again.

At least Amazon honors their coupons and gets back to you if you have a problem.

I was given 4 different promotion codes. The promotion codes rule was one code for one account.

Therefore, I had to create 4 different accounts and used each code for each account.
I made all 4 orders successfully and was waiting for my purchases.

Next day, I found out Houzz canceled 3 of my orders. They saw my name and address in 4 different accounts and told me i can't do that.

However, the code rule wasn't one code per person. The rule was one code per account. I thought it was unfair.

I am an individual who has transitioned to almost all online shopping, and recently, Ive had a number of negative experiences with quality of items, with companies running out of products and not notifying me, with orders taking ridiculous amounts of time,...

However, Houzz is one place that Ive never experienced any trouble. And for those companies who want to know how to handle running out of an item, heres what Houzz did.

I received a phone call from a real person with an explanation and apologies. Then I was sent a follow up email that gave me a discount on my next purchase.

Simple as that. There was a problem, they owned it, and they reached out. Thank you, Houzz, for showing other businesses how it should be done.

Ordered 5 counter stools. Houzz website said they were 30" in height. They are not! They are 24" in height. Totally wrong! Now I have to pay to return them! Customer service is horrendous. I was on hold for 17 minutes then disconnected. Called back put on hold again. When I finally spoke to someone I was told that I need to make a video of my "wrong size" stools and they will review my complaint and get back to me with their decision! Basically, I have to prove that I have a reason to be unsatisfied. To ship 5 boxes back at my expense will cost more than half the price of the BAD stools! NEVER EVER EVER AGAIN!

I ordered a table and chairs through Houzz. The chairs arrived on time, but the table did not. A few weeks passed and no table, so I reached out to Houzz. They sent me to FedEx, and FedEx claimed the table had been delivered to my front door, which was impossible unless the delivery driver scaled a fence to deliver a 100 pound table, then the table somehow disappeared from inside a secure perimeter and back over the fence. FedEx refused to do anything. I then contacted Houzz customer service again, and customer service then took over a week and more prodding before a replacement table was sent, along with a 10% refund The replacement table base arrived, but not the table top, so I now have an unusable table base and four chairs over two months after paying. I then contacted Houzz customer support AGAIN, but this time they refused to do anything more. Nada, Nothing. I am not unhappy with the seller, I am unhappy with Houzz customer support. They dropped the ball and did close to nothing -- the seller did ship a replacement and refund 10% of the purchase price, but I still paid $175 for faulty shipping, and Houzz kicked in zero. I am pasting the email from Houzz customer support:

Hello Chad,

Houzz provides a storefront for third-party sellers who sell their products through our website. The policies for shipping, returns, damages, and refunds are set by the individual sellers and can vary.

I am sorry to hear that you were not satisfied with your experience ordering from this seller and we appreciate your feedback. Please let me know if there is anything else I can help with.

Warm Regards,
**

The Houzz Team

There are plenty of places online to buy the exact same products, and the customer support has to be better than Houzz'. Go elsewhere.

**Personal information redacted by admin