HouzzReviews 1,787

I really wish I had read some of these review before dealing with Houzz - That was a BIG mistake. Houzz use 3rd party vendors to obtain the items they offer for sales on their website. The item I ordered never showed up - Houzz claimed that the vendor stated that FedEx lost the package and that I now have to wait for two weeks for an investigation to be conducted. I contacted FedeEx and they stated that they never even received the item from the vendor. Houzz take your money and then spin stories if the item doesn't show up.

We had purchased 6 counter level chairs to be able to have seating for all of our family on Thanksgiving. This result from our purchase and trust in Houzz was totally unacceptable. They put us in such a bind for Thanksgiving that we had to purchase 3 more chairs from Walmart at $146 and, the day before Thanksgiving, travel almost 3 hours there and back (we are rural) to pick them up.
This order was placed in good faith on the 10th of November. We were promised the chairs by November 21st. It is currently the 25th, and still no chairs or idea of when they will be received.
After the order was partially delivered (3 chairs) on the 16th, we never heard anything as to why the order was not complete.
By the 18th we got nervous and placed a support ticket.
Customer support replied on the 21st, the day we were to receive the item.
At that point, you would believe an urgency would have been placed on the situation. Nope.
Customer support was totally ineffective,
We were told that the vendor that Houzz uses does not answer their phone. REALLY? Houzz made the sale and is responsible in making sure we receive our product. Updates on the situation were little to none and left us guessing as what to do.
So, we were forced to make a decision and purchase something to make sure we could seat family members at Thanksgiving.
Now we are out an additional $200 (3 purchased chairs we don't need and gas) and time spent traveling away from family during the holiday.
We have heard NOTHING from management on making this right.
Totally unacceptable. Worst experience ever.

We ordered a couch / futon from Houzz. After we placed the order, we discovered two things: 1) the couch is extremely heavy; and 2) Houzz would only place it on the curb (not deliver it into our home). We don't have men on call to come help us move a couch from the curb into our house, so we called Houzz to see what additional services we may be able to purchase to finish the job. They only said "sorry, we can't help you." So now we're stuck. The couch will be delivered tomorrow to our curb, and I guess it will stay there. Hope our neighbors don't mind.

Plus side - they were one of the few places I found that had a tile color I liked. Down side - bad customer service. I ordered two kinds of tile and one of them was actually a third party vendor. I had to nag them several times before that tile finally arrived, late. I wanted to order more of the tile I liked but I was told I could not pay with an estate account number. I had to pay out of pocket instead.

How is this site still in business with that kind of customer service?

I ordered a queen mattress from Houzz and they sent the wrong item and since it was a memory foam mattress once you get it unpacked it expands and you cant really repack it. Well no refund as I wait for the idiot manufacturer to figure out how to get it picked up. After two weeks they tell me that instead I am to donate the mattress in their name to a local charity. So now its incumbent upon me take time out of my schedule to make the calls and the arrangements for a product I didnt order. Oh - here is the topper: the soonest that it can be picked up is two weeks so no refund until after that date and I have to take time off of work to be there for the pick up because they don't pick up after hours. Thanks Houzz you POS!

I went on the Houzz forums shortly after purchasing my home to ask for advice regarding paint colors. What I got instead was criticisms from these "professionals" about the lack of landscaping and people telling me to get rid of my window shutters for being too small. Basically people telling me I needed to redo the entire front of my house instead of just talking to me about paint.

Yes, I am aware that tmy house is not attractive to professionals in the field. However, as a new homeowner, I didn't have a lot of spare cash and time to throw on multiple renovations and thus wanted to focus on one thing at a time. I simply wanted advice on what I asked for, not their scathing opinions on everything else. When I expressed these views in a reply, I received an "apology" from one of the designers that was basically a veiled justification instead.

I will never use Houzz for either advice or to contract actual work.

I bought a rug on Houzz less than 6 months ago and it had normal wear and tear (ie walking on it, go figure!). About a month ago the stitching started to loosen and now it has totally fallen apart. The seller wont take it back or refund or credit me or accommodate me in any way. It was extremely difficult even getting them to respond to me. I had to get Houzz involved who helped me to get a response but didnt do anything once the sellers decision was made to do nothing. Why arent they vetting their sellers better? Why arent they offering any accommodation when their sellers dont? They dont have any leverage? Amazon does a way better job with this business model. Stay away.

Don't bother wasting your money to join this as a vendor. Essentially, they want you to pay them to promote THEIR website, not your business. Customers need to understand that this is a site to promote Houzz and nothing else.

I ordered several relatively small items for my new apartment. On the first ordering page I submitted my new address. At first, the order kept defaulting back to the old address, after 4 tries I got it to reflect the new address on all the pages of the order form. I printed out my order, which showed the new address. I received emails from Houzz informing me that the items would be delivered to the old address. I immediately contacted them; the customer rep had a bit of attitude and indicated she only had the old address on her records and the items would be delivered today. I told her I had copies of the original order and then
She consented to check with UPS and FEDEX to try to make a correction. She told me she would call me back and let me know the outcome. Six hours later I still had not heard from her. When I finally talked to her (after having to go through an entirely different phone tree) she obviously had not followed up and had no information; she only attempted to get the information I needed while I was on the phone. As I suspected, most of the order is being returned to the vendors to resend. She assured me it will only be delayed 2 or 3 days, which I find doubtful. My end impression: Houzz doesn't care if they mess up your order or when (or if) you get it. Their customer service is the worst I've seen in a long time. I suspect their entire retail operation is a chaotic mess, and instead of trying to improve it, they attempt to ignore it. BUY AT YOUR OWN RISK. I admit the website has lots of items at good prices, and has good sales, but be prepared to be extremely frustrated. P.s. There's no way to contact management! Doesn't even deserve one star.

I attempted to order a specific color of product, but each time I added it to my cart it was added as black. Upon placing the order I immediately contacted them asking them to confirm that I would be getting my specific color and not black. They responded promptly telling me they would look into it and see if they could change the color or cancel my order. 24 hours later I got a notification that my order had shipped in black and upon speaking with customer service I was told that I would be responsible for return shipping and have to re-order the correct color (which wasnt possible via the website). Essentially this has resulted in paying more money in shipping then the product is worth. I asked them to address my concerns and was told I would get an email response. It's now been a week and I've not heard anything from them. DO NOT BUY FROM THIS BULL$#*! WEBSITE