HouzzReviews 1,787

Two big issues-
1) Mistakenly ordered something with an expired card on file at Houzz. 10 seconds later tried to cancel the order - Houzz has no "cancel order" option. Had to hit "replace or return" option, which sent the order into a death spiral 1) "We'll contact you w/in 24 hrs" - never happened - black hole with no communications for three days. 2) Called on third day and was assured by CSR she would get right back to me - never happened. 3)Finally got a cancellation email three days late, but nothing on their website said the order was cancelled. It just disappeared (did it ship? Was I charged? Was it cancelled? Who knows!)

2) Ordered the same product within a minute of the first order for $899.00 because the shipping timeline said it would arrive three days faster than another online vendor. 1) Checked order status for three days - hadn't shipped. 2) Third day it was supposed to arrive - called and it hadn't shipped. CSR said they would find out why and get right back to me. He also committed to asking the vendor if they would send the order 2-day air since they were already past the advertised arrival date and it hadn't even shipped. You guessed it - no response. Got a Fedex email today saying it would arrive seven days after the first advertised arrival date. Nothing from Houzz. 3) Called again today - turns out Houzz stalled the order for four days just to verify my address!

Backstory - since the early 1980s the post office sent out address verifications every 30 days that allow a retailer to verify an address and the occupant in less than 1 second - all software systems have run on that for 35+ years, except apparently Houzz, which must be using a donkey and grinding wheel. And I had already ordered a high ticket item two weeks earlier - no need to take three days to reconfirm our address.

But why did the CSR commit to trying to get the vendor to eat the faster shipping? They had nothing to do with the order being late. It was all on the back of Houzz's donkey.

Sadly, back to Amazon, where mistaken orders get cancelled in seconds and software, not a donkey and a grinding wheel, verifies addresses.

I ordered a 24 inch towel bar from Houzz and did not notice that they had my address incorrect in their system. Once I got an email from them regarding my order and noticed that the address is incorrect, I immediately contacted them. I ordered it on July 9,2017 and contacted them back on July 10,2017. They want to charge me extra $19.40 on top of what I already paid them so they can deliver it to my current address. The supervisor insisted that they charged me extra even though the error was on their part, This is not how you treat your customers. This is the last time I will order from Houzz. Don't take a chance ordering from Houzz as they don't have a good policy in treating their customers right. I cancelled my order and will fight if they charge me for their error!

Houzz is a fraud, customer service sucks, no one will answer the phone when you need to return a damaged product? Houzz takes no responsibility on any merchandise, you have to deal with the manufacturer. The seller/manufacturer requests a photo of the damaged item and then sends message to you saying the item is not damaged. This has been going on for two weeks? I will never get my money back because 30 days policy is running out?

Unfortunately, I did not read others reviews before ordering. I placed an order and tracking it printed a shipping label on Monday and tracking said it should arrive on Friday. On Thursday I noticed the tracking still only said label printed. I contacted Houzz to see what was going on with my package. I was told that most likely it hadn't shipped yet and they would check and get back to me. Well no one got back to me but I checked the tracking on Friday and finally it was picked up. I unfortunately, did not order enough and reluctantly, placed an order for 1 more late on Sunday night. After sleeping on it, I decided I would try to make what I had work and called to cancel the order on Monday. Once again, I looked up tracking and it showed only a label was printed nothing picked up. So I figured I should still be able to cancel. I called and they told me that when the label is printed it means it has shipped and they can not cancel the order. So which is it? Label takes a week to ship or label means it's been picked up? I guess it depends which story works best for them. I will take my business elsewhere from now on.

They approved a refund on returned chair. They did not refund my bank acct. Month later they, via phone call and email they said sorry I did; t get refund and promised refund for the 2nd time on June 22 and to allow 2-3 days to show in my bank. Here it is July 7th, no refund, no response to my email again. So I'm on the phone to go around again with them for the 3rd * time. I do believe they have no intention of giving me back my $500! THIEVES!

*Language redacted by admin

I just had my first and last ordering experience with this site. All I need to do is return an item because the actual color is not what is shown on the website. Usually, with EVERY OTHER ONLINE STORE, it's very easy to return something by either printing out a return label from your order page or an easy online form you complete and it generates a return label in seconds - no muss, no fuss. Right? Well... not Houzz. No, you must jump through hoops and then wait. And wait... until they 'ask the vendor' if it's ok? Since when do we, the customers, need to have permission to return something we ordered online? I've gone back and forth with them via email and am STILL waiting to get return authorization. Thank goodness it's a relatively small item, as I've learned after reading these reviews that to add insult to injury they require us to pay shipping to return the item? SMH. If the cost to return it is too much on a $48 item I'll either just keep it and find a use for it (as long as it's out of sight since the color is wrong. Maybe I'll put it in the garage?) or try to sell it for whatever I can get for it on Craigslist. Either way... Houzz just lost ANOTHER potentially great customer since they're slack about taking care of the simple, basic things like RETURNS. Though I like visiting their website to get ideas and inspiration, I will never order from them again. There are too many other options out there to shop, that understand the value of a good customer and know how to care for them.

I have been a professional architect for more than 20 years. Our firm has designed houses for A list celebrities, top brands and many socialites internationally. We decided to place our portfolio on Houzz and follow their recommendations for marketing it etc. My experience with Houzz was nothing short of disastrous. A huge waste of money and time on my end. Do not waste your time if you are hoping to get leads through this site.

I had ordered a bedroom furniture piece on My go to- Amazon and it was not delivered to me- actually returned to vendor before I ever saw the item. This left me in a pickle as I have paying guest coming in a week. I picked up the phone and called Houzz. The man stayed on the phone with me during order online, wrote an email to the vendor, and I got my bed 4 days later. To me this is beyond excellent- it is like a miracle. I was valued, cared for and received my item in a super fast time frame. Any further
Home needs I have will be through this company.

I purchased a bathroom vanity as part of a total room redo. After more than a month the first arrived and was the wrong size. Weeks later, the second arrived and had been impaled by a forklift. I gave them a week to get me the right one --- unscathed --- or to cancel the order. They canceled, and then billed me! Not only was my project delayed for weeks but I had to contest the credit card charge and wait for more than another month for that to be resolved. I will never even look at their website again.

I have placed 2 separate orders. I'm the first order it took a month for the order to arrive when it did arrive it was so poorly pac mage the both lamp shades to the lamp were crushed in Vostomer Service said they would have to contact the vender to respond to my request still waiting the sexond order is a week away from a month andnit hasn't even shipped late. I don't think the savings was worth the wait. Next time I will pay more to get it here on time. Should of read the reviews.

I feel sorry for myself not to check this review before purchase from Houzz. Bought a light on May 7. Said the expected shipping is May 16-28. Still not receive the order till now. Contact customer service last two weeks and they said they are going to contact the FedEx for me to find out where my package is and will send me email. No email received so I email them again last week to get refund. Email reply said 1-2 business days they will send me a refund form. Never received. Try to call them today and wait in line for an hour. Not sure what else I can do to get my money back.

I responded to an email promising $30 if I reviewed a recent purchase. No credit was ever issued to my account and I was not able to reach a person to address this issue for 2 days. Never did get a response. Houzz avoids all attempts to speak with their customers. If Houzz were to devote the same time and energy it spends avoiding contact with customers to managing the customer experience and resolving issues quickly and professionally, I would be buying stock and urging my colleagues to do the same. As it is, this company is an abysmal failure in enhancing the consumer experience.