HouzzReviews 1,787

Houzz.com could be the worst out there as it relates to customer service. I ordered a table and found it $150 less on several competitors websites that same night. I called to see if they would meet the competitors price or at least get close to it, I sent the links to multiple websites and they wouldn't budge. I then requested a cancellation of the order and they said it was too late, it was a Sunday night so there's no way it was in process just hours after my order! There's nothing I can do now because it will cost me a ton of money to return. Horrible people/horrible company. Highway robbery.

It is disappointing to see so many negative ratings of Houzz. There may be a misunderstanding on how Shop on Houzz operates. If an item says "Sold By Houzz" then they are selling it to you and any issues should be addressed by them. I am a seller on Houzz and I have 5 Star rating by my clients and I pay Houzz a 15% commission for everything that I sell. Houzz even sells many of the same items that I do and often undercut me on price for the sale. Please don't confuse us small businesses with Houzz. We take pride in exceptional service and the highest quality products. By telling others to never buy on Houzz is putting us small businesses out of business... just like Amazon is. Most items you find on Houzz you cannot find on Amazon because manufacturers don't want their brands diminished. Sites like Houzz and Amazon are putting us online retailers out of business. So... please keep shopping on Houzz as our life blood for sales is being held hostage. Just make sure you are buying from a top rated store and not from Houzz directly. Keep small excellent businesses alive!

I ordered a chair from Homesquare through Houzz. While the chair I ordered never arrived, I did receive a different chair with 2 different address labels on it. My name and address was on one and someone's name and address in a nearby town was on the other label. I had FedEx pick up the chair, and a few days later the chair reappeared on my doorstep. I had contacted Houzz about the problem when the chair was delivered the first time, but did not receive a response for several days. When I finally heard from them they instructed me to tell them more about the problem and attach photos to my email. There is no one to speak with at either Houzz or Homesquare. Consequently, I have had to write volumes trying to explain and rectify their error. I will never order from them again, and I advise that no one else does either. I frequently order from Pottery Barn, Wayfair, Amazon, Overstock, and others and have never had an experience as unpleasant and frustrating as this.

They took nearly 2 months to deliver 2 pieces of furniture. And it only got delivered then because I called to complain. For some reason it was ready but not delivered until I called. Then they delivered the wrong piece of furniture. I ordered a TV console and they delivered a 6-drawer dresser. I shouldn't have taken delivery, but the delivery guys said it would be no problem to return the items. Since I had my TV and computer on the floor, I let them leave it here. Now I'm afraid of what I'll have to go through to return it.

I recently ordered two bathroom floor mats through Houzz but unfortunately I received one wrong mat & the other was very flimsy not worth price. To say the least I had no bathroom mats to put on my newly renovated bathroom for the holidays, but I was very happy with the costumer service return department, I spoke to Casandra H & right away she took charge & resoloved the issue for me in couple days with a full refund including the shipping charges.
Nadine

In light of Houzz' actions on this, I'd like to report to this community that the issues described below were subsequently successfully resolved. It took a bit of effort, but Houzz ended up doing the right things to refund monies and replace broken items.

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In fairness, I found the Houzz ordering process through the web site to initially be a good one. Little did I realize the number of delivery operations issues this company is having. On one order the product came with defective parts - good luck getting a timely response on that (still has not been resolved). At the same time I had ordered lights, was billed, received a tracking notice that the item had been shipped. Two weeks later I called to find out why it never arrived and was informed that the item was out of stock and was never actually shipped. So far have been unsuccessful getting a refund for that item. The customer service people have all been very pleasant, like-a-ble people (I've talked with four of them now - multiple times). But they are not empowered, they are not well trained, don't have system support to remedy issues like these, don't seem to have any KPIs that prioritizes issues - it's all about who calls and complains the loudest, but then that priority drops with the next phone call. To date, my issues (and the $2,900 expenditures) are all still unresolved. It's as if corporate management has never actually run a company - quite remarkable in today's day and age. No chance the company will survive without substantial changes.

A 45 lb ceramic vanity sink was delivered to my home in Texas, when ordered by a customer in California. I called Houzz to let them know and asked what I needed to do to facilitate getting the product picked-up. I was told they would contact the carrier and I would hear something from them. Six days later, I still had heard nothing. I called back at 7:04 AM and was told I would receive a call back later in the day. No call back. I called again the same evening, asked to speak to a supervisor. I was told that Gino, the supervisor, would call me back in 30 min. To 1 hr. NO call from Gino, so I called back 1 1/2 hours later. Gino was in a meeting and too busy to speak to me. I never talked to Gino, no one had the courtesy to call and let me know Gino would not be calling back. When adding up all the conversations and time I have been placed on hold, I have spent 2 hours and 16 minutes trying to get a sink to a lady in California to no avail. The absolute worst customer experience ever.

In this day and age I should be able to buy something online, try it out at home and if I don't like it send it back. I didn't like the vinyl chair because it smelled and had warning on the underside of the chair about it passing flammability standards and other health related warnings. It then took them a week to get back to me about processing the return and they don't offer a pre-paid label. So here I am packing the box, weighing it and measuring dimensions then going online at USPS.com to get a $77 return label. They have way better shipping rates than I can get and all shippers offer the service of sending a label to your customer. Then they can deduct the freight amount from my refund and all is good. I have had this box sitting here for almost two weeks and now I am an doing all of the work to return it. I won't be dealing with them again.

On black Friday I ordered 3 bean bag chairs for my grandsons for Christmas gifts. The confirmation email said I should expect delivery between Dec 1-7. When the bean bags weren't delivered I tried to track online, the website said I didn't have an order. Tried to call customer service, their hours are so limited, but I finally got ahold of them on the 12th, they told me the seller cancelled my order! I received no email regarding this at all. They transferred me to someone who could look for a similar item but of course found none. Now I'm less than 2 weeks away from Christmas with no gift for my grandsons but they could care less. I will NEVER order from them again!

My very first order with HOUZZ was a disaster. I saw all the bad reviews for this company but the vanity that I like was only sold through them, so I decided to take chance. Big mistake. My bathroom project been on hold for 5 months now! And I mean I don't have sink or vanity and can't use that bathroom at all... The vanity arrived 2 months after I ordered it and it arrived damaged. Houzz seemed to take charge and contacted the seller right away, I was impressed and happy with their response, but as the time went on and I still haven't gotten replacement or the tracking number as to when it will arrive, the Houzz faded away and doesn't seem to care any more. They respond to my email but not being very helpful. The tracking number they provided doesn't exist. I understand that the Houzz is a middle man, but if they represent sellers on their website they have to take full responsibility for their incompetence.

I ordered a bathroom vanity thru Houzz. Unfortunately, it was delivered damaged and I had to contact Houzz regarding it's replacement. I would like to say that the entire process was a positive experience. One of the managers took a charge of my case and kept her finder on the pulse of the communications with the vanity producer the whole time. She did a great job informing me of the progress of the replacement thus wanting to make sure I was pleased with the result. Thank you for your professionalism! I have more item to buy to decorate my house. I will be definitely coming back to shop at Houzz.
Thank you, Natalie K.