HouzzReviews 1,787

I ordered an item from Houzz and received confirmation of the order and a delivery date-range.

Weeks later my credit card was charged $877. Legally, the credit card can only be charged when the item is shipped.

As my credit card payment date drew near, there was still still no delivery of the item. I emailed the company and was again given the delivery range. Not being convinced, I called the shipping company who told me (and also emailed me) that the product had not yet left the store.

More calls to Houzz, and with one exception, all other calls went to different people. When I could not get any accurate delivery information, and when Houzz did not return my phone calls with that information, I called and cancelled the order.

It was a horrible experience and waste of my time and now I'm being screwed out of hundreds of dollars for restock and shipping fees. I will never again order from this company. The "Customer Service" department should be renamed "Customer Avoidance."

MY ADVISE, SHOP SOMEPLACE ELSE.

I tried to do 2 separate transactions with one call. 1. Cancel an order, and
2. Place an order.
The customer service rep could not place an order!
After going line by line with her on product description to have her read about the item which includes 2 sets of cushion covers, one beige and the other a color of your choice of 10, she said I still don't think you can order a 2nd set of covers.
OMG, waste of my time. I really wanted the product and simply placed the order on line.
A supervisor called me back today and was a snippy brat with me.
Buy from Wayfair and Allmodern, they have AAA+ service.
Houzz is wet behind their ears. And rude.

Ordered a table from HOUZZ, which got lost in delivery.
Followed up with the shipper, and they could not find it,
So I asked HOUZZ for a refund.
To be fair,
HOUZZ did refund fairly quickly.

Days later,
A neighbor several buildings away discovered the THREE quite
Heavy parcels at his condo, and hand carried them in the summer heat
All the way to my condo.

I contacted HOUZZ to send me an invoice, so that I could
Remit via check immediately.

ODDLY... I have been informed that the ONLY was I can pay
For this table is to re-order,
And then they will allegedly instruct the seller not to ship.
We have been going back and forth on this,
As it seems absurd to me that I cannot receive an authentic bill,
Referencing original order number and amount,
Correct seller name and contact, in order send a check in payment,
And have the cancelled check as proof of payment.

If HOUZZ is simply an agent for the seller, they can sort their commission with that seller?
Something is VERY strange about having to re-order
And count on them to cancel?
Worst case scenario, another table arrives, which I have paid for once again, with the nightmare of trying to return it.

I have copied my attorney with the full e-trail, as record of every attempt to pay for the table.
Hoping that this information will help others, also.

Love their idea pages, been looking for years...>even though I can't afford most designs. "BUT" their shopping pages are totally NUTS! I personally like to know where my furniture and most items are coming from... Every time I ask a simple question as to origin I get a run around. After pulling teeth usually the answer is China or Asia. Nothing against those countries but I tend to stick with good old USA products that last especially when dropping thousands of dollars on them... This answer (China, Asia) has occurred with bistro tables, sofas; chairs, outdoor furniture; dining sets and lots of other stuff... No more Houzz shopping for me!

We ordered a ceiling light and received a box with just a few parts. No screws, no instruction, not all parts included. I've called Houzz customer service multiple times, but all they did was just calling a vendor and saying they will update us "soon". Often, they said "The vendor is closed" because they are located in CA but the vendor is in east coast... all support we got is just being told "update you soon". It's been more than 2 weeks since I placed an order. With a few buck difference, I should really have gone to other places to buy this exact light.

My friend told me Houzz is not good, and I really should have taken her comment more seriously. There are tons of stores available, online and shops, Houzz service is just bad. Awful. Compared with many others. Just go for other places. It's worth paying a few extra bucks to get much better and timely service from elsewhere.

** Update ** - Still no words from Houzz, so we called Houzz AGAIN. They called the vendor (yeah, again) and figured out that the vendor shipped missing parts by regular mail without tracking information,,, Houzz said the vendor violated their deal with Houzz but didn't do anything, Just said "You can cancel if you want"... Plus, it turned out the vendor is located in Canada - going through custom, it may take a few weeks for us to receive it. Houzz is no help. Awful. Never buy anything from them!

I ordered a dresser from Houzz. It was supposed to be delivered in 2 weeks. It is now a month late and I've had to continuously call them for updates instead of being notified. Their delivery service Lodeso is the worst. They were rude and very inflexible after I've been waiting so long. They told me they could only deliver my dresser on a certain Tuesday between 10 and 2 (after being guaranteed it would arrive the Friday before) so I had to take off work to wait for the delivery. Delivery never came. When I contacted Lodeso, they guaranteed it would arrive between 1 and 4 and there's nothing they could do. So I now missed a day of work for no reason and have been stuck waiting in the apartment the entire day and the dresser still has not arrived. Customer service has been terrible. DO NOT USE HOUZZ OR LODESO!

Customer service is terrible! We had trouble with 2 orders we placed at the same time.
1st order: We never received the items, they blame it on us saying that we refused the order which we NEVER received, we waited for a month and it was a hassle getting an answer from Houzz. At the end we never received anything and got charged (more than $300 price of the items). After battling I got refunded part of the amount only (minus 25% restocking fee). Unbelievable.
2nd order: Currently - still - battling for it... the return label that I had asked upon arrival was issued with the wrong delay date. Not leaving us the standard time to send the item back ($300 value here again). They are telling me that the item will not be acdepted if I send it back...

Worst customer experience, terrible customer service, they dont read what you send them nor trust what you try to explain. Waste of time, energy and MONEY...

Received two exterior light fixtures whereby one was severely damaged. Called customer service to return damaged fixture and was told to send pictures and a brief statement of damage which I did the same day. I received no response from my email even though I asked for a email confirmation receipt. It's been two weeks and I still have no resolution. Finally I got in touch with a rep and told them their service and customer care is terrible and I want to return both fixtures and was my hands of any further dealings with Houzz. I'm still waiting. The only way you can get a customer service phone number is off you purchase confirmation. Terrible Terrible Terrible.

We are a business signed onto Houzz... had the worst experience. There are many people who know how to play the game, how to scam companies and I have to say Houzz helps promote that. First of all Houzz earns a great profit off of the sale. However, Companies BEWARE be prepared to lose money. You know the saying "The customer is always right" Well Houzz allows that to apply to the professional scammers. We had a customer place an order, receives the order and then calls Houzz stating he did not get the correct order only received two little boxes. Houzz contacts us and states they will refund the customer unless we can prove he in fact received his shipment. We spent hours researching as well as working with the manufacturer where the products are purchased from, also requested the customer to take pictures of the packages with shipping labels. We contacted the shippers and got proof of the weighed shipment as well as the customers signatures, the customer sent us back labels that were ripped off and portions of some of the tubbing he used. Houzz gave us a date to get this info together or they would issue the refund. We provided all the proof and was clear the customer received all of his order and his correct order. Houzz had us jump through hoops and all for nothing. Next morning we received an email stating they refunded the customer. Not only did we not get our product back that the customer has and is using. We are out $3,000 dollars. I want you to know this is not just some disgruntle business person as we work hard to provide excellent customer service and if we were wrong we are happy to refund or make it right. However, we will know raise our prices to the max and if a customer wants something they will pay for it. I guess what we are saying is we don't care if we sell anything on Houzz. Houzz stated we can't do that! They now think they can also tell you how you will run your business... Again if your are signing up with Houzz you may want to think twice. I want to also say as a business owner and a customer I will never shop Houzz again. I also would have given them a Zero rating but its not offered.

Placed an order. Did not receive what I ordered. They initially refused to accept the return until I quote their return policy on their website. Then they told me I had to pay shipping for the return. I refused since they sent the wrong items. After a great deal of raising cain, the sent me shipping labels. 2 months now and still have not received credit for the items. Additionally, they do not respond to emails sent to their email address and do not return phone calls. Would recommend no one buy from this store.