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Houzz Reviews Summary
The company's reputation is mixed, with notable strengths in product quality and delivery efficiency, as many customers express satisfaction with their purchases and the overall aesthetic appeal of items. However, significant concerns arise regarding customer service, particularly in handling issues related to delivery options, billing disputes, and product defects. Customers frequently report difficulties in reaching support and receiving timely resolutions, leading to frustration. While some patrons appreciate the extensive product selection and smooth purchasing experience, the inconsistency in service responsiveness and problem resolution highlights areas for improvement in their customer service approach.
This summary is generated by AI, based on text from customer reviews
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Merchandise was exactly as described and the shipping was prompt.
Fast, quick, always in stock and prompt shipping!
Still waiting on refund and final resolution. I've had a couple of emails.
Based on my experience with Houzz, this is a site I will never use again. I ordered a media center from Houzz to be shipped to my home. The address provided was correct, and the item was shipped. Unfortunately, the item was delivered 20 houses down to the wrong address. As of this review, it has been almost 72 hours since it was delivered and it has yet to be moved to my home. While it was not Houzz's fault for the delivery error, the customer service I have received since has been awful. I have called Houzz three times to confirm and get the furniture moved. I have expressed the urgency of having an upset neighbor having a package of this size in front of her home, as well as the fact that it is supposed to snow on Tuesday and possibly ruin the furniture. In making calls to Houzz, I was shocked to find out on Friday that instead of making a call, the agent just emailed the freight carrier. The agent I spoke to on Saturday attempted a call, but they were closed. Finally, I called again on Monday, and they confirmed the carrier had received the email. The agent called the freight company and confirmed, again to my shock, that yet another email had been sent and that I should allow 24 hours to hear back. At that time, I collected the freight information from the Houzz customer service and called myself. The freight company advised that they had contacted the company who delivered the item to confirm the cost of shipping it to the correct address. I explained to the freight agent that it was the company's error in delivering to the wrong address, and he quickly expedited me to the top of the list to get scheduled to have the package moved. The fact that Houzz customer service never took the time to do this needs to be explained. As someone who works in the customer service industry, I would be appalled to find out one of my employees put in this level of minimum effort to try and remedy a situation. I suspect Houzz is incredible if you do not have a problem, but from my experience, they have shown themselves to be less than stellar if an error occurs.
Hi James,
Thank you for sharing your experience with us. We are terribly sorry that your delivery was not as smooth as anticipated. Someone from our team will be reaching out to you directly to follow up.
Sincerely,
The Houzz Team
Ordered a door, came quickly and in great condition!
I was able to find this perfect soap dispenser right away on the Houzz website.
The couch fits in perfectly! It arrived faster than we expected! Love it!
Great products and service and delivery love the farmhouse decor that Houzz has
Exceptional products that are both stylish and functional.
Very poor quality chairs. The legs and the brackets attached to them fell apart in my hands. $1000 to return them, so naturally, it was not a good experience. I will never buy this way again.
Hi Kate,
Thank you for sharing your experience with us. We are terribly sorry that your order did not arrive in perfect condition. We will have someone from our team reach out to to assist.
Sincerely,
The Houzz Team
The lamp shades were exactly what I was looking for and arrived in perfect condition.
I ordered drawer pulls which arrived quickly. The price for these items were the best I found anywhere.
As I remodeled my master bath, I had no idea how complicated shower systems had become until I tried to find one. Terrence, a customer service rep on Build.com helped me put together a custom order with everything I wanted at a price I felt was reasonable. He patiently answered all my questions, made helpful suggestions and responded quickly to my multiple emails. Use Build.com for your shower system!
I have a very long dining table which I sometimes use for crafts and sewing projects. To protect the table top I purchased three and half yards of crocodile embossed vinyl, and I trimmed it to fit and to cover the top of the table. Houzz had the best price, and it was shipped, and received very quickly.
I waited patiently for this particular light fixture to go on sale again and it paid off. Received it on schedule and I love the quality and how it looks.
It is absolutely gorgeous. I love it! Perfect in every way
I've ordered various items on Houzz and have been happy with my experience each time! Look forward to getting this for an added organization touch!
My order was delivered damaged and I'm having trouble returning it for a refund. I've been waiting over a week for instructions on how to return damaged merchandise.
Hi,
Thank you for sharing your experience with us. We are sorry to hear that your order did not arrive in perfect condition. We will have someone follow up with you shortly to assist.
Sincerely,
The Houzz Team
Shower curtain was not as shown in photo. It cost me over $30 to return.
Hi,
Thank you for sharing your experience. We are sorry to hear that the item received was not as expected. This was reported to Houzz as "did not like product", which falls under Houzz Standard Return Policy, in which the return fee is deducted from your return. More details can be found at houzz.com/return-policy. If you need assistance, please contact us through help.houzz.com.
Sincerely,
The Houzz Team
My pillows were great quality. I am familiar with this designer products. Could not use them inside due to shades of green and busy designs in small condo. I dealt completely with Houzz on everything including shipping and possible return. Did not see return cost until I tried to. Decided to keep and give away or after redo of small balcony see if they work.
Hi,
Thank you for sharing your feedback with us as it will be used to help improve our processes. We are sorry to hear that you were unhappy with the design of the pillows. You can view our full return policy at houzz.com/return-policy. If you need assistance, please visit us at help.houzz.com.
Sincerely,
The Houzz Team
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi,
Thank you for sharing your experience with us and for providing us with this valuable feedback. We are sorry for any trouble you have dealt with for this order. Our records indicate that this has since been resolved. However, if you need assistance for any reason, please contact us through help.houzz.com.
Sincerely,
The Houzz Team