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    CouchHero

Corporate Values

Overview

CouchHero has a consumer rating of 1 star from 8 reviews indicating that most customers are generally dissatisfied with their purchases. CouchHero ranks 157th among Home Appliances sites.

Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
7
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How would you rate CouchHero?
Top Critical Review

“I must of got scammed.”

Karen W.
11/24/20

I ordered June of 2020. Its now November 2020 and I only received one covering for my sofa and not the love seat. It took months for it to arrive and the second one may still be lost. I cant reach anyone and the website is no longer operational

See critical reviews

Reviews (8)

Rating

Timeframe

Other

karenw1358
1 review
0 helpful votes
November 24th, 2020

I ordered June of 2020. Its now November 2020 and I only received one covering for my sofa and not the love seat. It took months for it to arrive and the second one may still be lost. I cant reach anyone and the website is no longer operational

cathyl325
1 review
0 helpful votes
November 12th, 2020

I have been waiting for my order since 6/29. At first, they quickly replied to my inquiries, but that stopped about 6 weeks ago. They are not based in NY as they indicate, but claim to be in Australia with warehouses in Australia, NY, and CHINA! They claim delay is due to COVID and not being able to get freight shipping. I received a 20% adjustment a couple of months ago, but I'm out $55 for the balance. They have not responded to me. Buyer beware, but I would not place an order with them-FYI.
I wanted to add that their email is no longer valid.

roxiea5
1 review
0 helpful votes
November 6th, 2020

Three months after order and no product. Excuses and promises provided but there was apparently no intention of ever sending the product. Do not buy from this company.

ceec53
1 review
0 helpful votes
November 9th, 2020

I ordered a couch cover in July and never received it. I communicated via email several times with a rep and was told they were back logged. I'm contacting my bank next.

milagrosf7
1 review
0 helpful votes
November 6th, 2020

This compnay is a conplete fraud i placed an order on june 12. After a month i received an email with a tracking information asking me to download an app to track, the app never worked and the tracking number was completely useless, they have a phone number that novody picks up and an email where they only resend you your tracking number again. I still have not receive the order I already assume i never will just lost 100 dollars here. Be advised do not buy from this website

judyd329
1 review
0 helpful votes
December 15th, 2020

This is the worst company. I ordered in June and now
Dec and nothing. I have emaild them and once they said they were trying to find a way to ship it and then no more information from them. Should be a big alert on this company.

jenniferr1135
1 review
1 helpful vote
October 2nd, 2020

My name is Jennifer Robinson- Williams, Springfield, VA.

I purchased 2 couch covers, order #6124 on 7/19/2020 totaling $159.85 directly from the COUCH HERO website. As the weeks and months went by I sent several previous inquiries and never received a reply. I tried several times to call Australia but there phone was busy. NO way to leave a message. I NEVER RECEIVED ANY COMMUNICATION FROM COUCH HERO INFORMING ME OF ANY DELAY THEY WERE EXPERIENCING. THEY HAVE HAD MONTHS TO INFORM ALL OF THEIR CUSTOMERS.

On 9/30/2020 I sent an email to *******@couchhero.frontdesk.com AGAIN,

I received a reply from Davin
"Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you. There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.We're so sorry about this and we hope you're staying healthy and safe."

AS COVID has been with us all around world, I regularly order things from China, Taiwan, Phillapeans and get them. I order fabric from Hong Kong,, I order tweed fabric from Scotland and get it. I order boucle fabric from London, France and Denmark and get my orders. I order couture buttons from Italy and Hong Kong and get them... not to mention the soap I get from Spain and France. I order a spice mix from Morocco and get that no issues. But now, doing business with this company in Australia... all of a sudden there are delivery issues... that no one knows about?... for MONTHS? And they have the stupidity to tell me they don't know when they can ship?

How stupid does this SCAM SET UP think people are?

I replied with "supposed shipping issues are not my problem", give me a refund NOW. And I got this response

"We do apologize for the delay. ​ We understand how you feel and we apologize for the inconvenience the delivery delays have caused. Would it be okay if we'll offer you a 20% discount to wait on your order and keep it when it arrives? Looking forward to your response. Stay safe. Sincerely, John":

There is NO GUARANTEE they will EVER ship the crap out. They know that. So they offer a discount, which no one ever gets but greatly appeals to a person who wants to save a buck. Well, I was taken once, but never twice.

I immediately shot back and said cancel the order and I want a refund. Davin replied with

"Kindly provide us the following information for us to send the refund directly to your bank account via Transferwise: Account Holder's Name, Complete Address (Country, Address, Postal Code, City)
Bank's Routing Number (should be at least 9 digits), Account Number, Account Type (Savings or Checking),
We are looking forward to your response and we apologize for the inconvenience the delays have caused. Stay safe. Sincerely, Davin"

I replied again and said. Give you my bank info?. Are you nuts?. No way,. I made the sale via charge card, now process a reverse charge to my charge account. Davin wrote back said

"As much as we would like to credit the refund directly to your card, it would take longer for the credit to reflect on your account as we are experiencing down time. We can still process the credit to your card but you will have to wait."
First, the excuse is they can't get the shjpment out, now the excuse it "experiencing down time".

This SCAM company has NO INTENTION of giving any one a refund. If they did, they could do it easily as a reverse charge LIKE EVERY OTHER COMPANY IN THE WORLD does, that is just normal business practice.

Anyone who has ever had a refund processed on their charge card KNOWS that it will take 1-2 billing cycle to be seen on the charge statement.

This company accepted my purchase via charge card, they have gotten paid, and can not process a credit to a charge card?

COUCH HERO IS THE MOST HORRIBLE COMPANY ON EARTH.
THIS IS A 100% FRAUD SET UP AND THEY BLATANTLY LIE.

I went and checked the website, they do not have a REVIEWS section on their website.
I am so angry that I am out $160 bucks. I hope this review saves other people.
Anyone can contact me on Facebook.

I will be happy to provide a copy of the email communications.

nekiai
1 review
0 helpful votes
November 19th, 2020

On June 28,2020 I had the misfortune of ordering an item from the company CouchHero who is based in Australia, according to my bank. On July 6th, after not hearing anything from them, I sent a cancellation request for my item because they had not responded to an email I sent through their contact page and their 800 number is not a telephone number where you can make contact with a person. It appears to be for appearances only. Still, having heard nothing from them, I found a direct email address and sent an email confirming the cancellation of my order on July 13th. They responded by telling me that with the pandemic they had no idea when they could send my order. Of course, by this time I confirmed my request to cancel the order. Despite them having agreed to refund my money, they never did, and on August 5th I initiated a dispute with Visa who refunded the money on August 25th. CouchHero in turn, despite knowing that they still never sent the merchandise (which of course had been cancelled) and that the money had been refunded to me through Visa, had Visa reverse the refund on October 6th. Five months later I still had no merchandise (which I would not accept at this point anyway) nor money. I contacted my Visa department once again and today, November 19th, I was again refunded through the Visa dispute process. According to Visa they were told that they refunded the money though they never provided proof. I can show all my proof. However, I was told the matter would be placed in arbitration that would expire in February and they could retrieve the money and reverse the decision. Why? Clearly this would show fraud on their part by taking my money with no intentions of sending me the merchandise or cancelling as requested. I know from all indications that CouchHero is dealing with bad faith and deceit. Based on my experience, I would tell anyone and everyone not to order from a company that does business this way. It's just not worth it. Below is the complete transcript of my dealings with them.

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 13,2020, 3:14 PM

To CouchHero

On July 6,2020 I sent you the attached screenshot of an email copy of a cancellation request, sent through your contact link of your website. I ordered my cover on June 28th and have not had the courtesy of a reply from you as of to date. As stated in the original contact link, via your website, if the order could not be filled by July 7th, it was to be cancelled and refunded. I do not need, nor want the item at this time since I have not heard back from you. Please immediately refund the price I submitted to you via my credit card. I am not willing to accept product from you at this point. My order number is 4133. A response would be appreciated.

Attachments area

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Mon, Jul 13,4:10 PM

To me, contact

Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Jul 13,2020, 4:10 PM

To me, contact

Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support

GDAIMH<gdexxxxxxxxxx@. Com>
Fri, Jul 17,5:18 PM

To CouchHero

I'm not sending you my bank information. You must be crazy. You didn't have to wait to get the money so why now? I'm pretty familiar with issuing credits since I've had to do it for my business. So I know you are lying. I said I don't want the order since you told me that you have no idea when its shipping, and I meant it. I'm not going to continue to waste time with you. GIVE ME MY REFUND! Put it back on my card where you got it from. I noticed that you still haven't given me the timeframe when "you" would process it. If you process it, I'll have it within a few days. It was three days ago when I got your last email. I realize that you are holding it on purpose but it will not be worthwhile to do so. I will publish the full transcript of my conversations with you in the review if I further detect your insincerity in handling this matter.

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 13,2020, 8:09 PM

To CouchHero

I don't want your apologies, I said cancel it and that's what I meant! I want my money back. You haven't shipped it so what's the problem.

On Mon, Jul 13,2020 at 4:10 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support
On Tue, 14 Jul at 5:15 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
On July 6,2020 I sent you the attached screenshot of an email copy of a cancellation request, sent through your contact link of your website. I ordered my cover on June 28th and have not had the courtesy of a reply from you as of to date. As stated in the original contact link, via your website, if the order could not be filled by July 7th, it was to be cancelled and refunded. I do not need, nor want the item at this time since I have not heard back from you. Please immediately refund the price I submitted to you via my credit card. I am not willing to accept product from you at this point. My order number is 4133. A response would be appreciated.

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Jul 13,2020, 8:19 PM

To me

Hi GDAIMH,

We understand how you feel and we apologize for the inconvenience the delivery delays have caused. Would it be okay if we'll offer you a 20% discount to wait on your order and keep it when it arrives?

Looking forward to your response. Stay safe.

Sincerely,

John

CouchHero Customer Support

On Tue, 14 Jul at 10:09 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I don't want your apologies, I said cancel it and that's what I meant! I want my money back. You haven't shipped it so what's the problem.

On Mon, Jul 13,2020 at 4:10 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support
On Tue, 14 Jul at 5:15 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
On July 6,2020 I sent you the attached screenshot of an email copy of a cancellation request, sent through your contact link of your website. I ordered my cover on June 28th and have not had the courtesy of a reply from you as of to date. As stated in the original contact link, via your website, if the order could not be filled by July 7th, it was to be cancelled and refunded. I do not need, nor want the item at this time since I have not heard back from you. Please immediately refund the price I submitted to you via my credit card. I am not willing to accept product from you at this point. My order number is 4133. A response would be appreciated.
GDAIMH<gdexxxxxxxxxx@. Com>
Jul 13,2020, 9:08 PM

To CouchHero

No. I'm ordering something that I can get in a reasonable timeframe, I want a refund. If you were having shipping problems, you should have indicated the potential on your website, Moreover, no response to my original contact shows poor customer service.

On Mon, Jul 13,2020 at 8:19 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi George,

We understand how you feel and we apologize for the inconvenience the delivery delays have caused. Would it be okay if we'll offer you a 20% discount to wait on your order and keep it when it arrives?

Looking forward to your response. Stay safe.

Sincerely,

John
CouchHero Customer Support
CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Mon, Jul 13,9:24 PM

To me

Hi GDAIMH XXXXX,
Thank you for getting back to us. We have canceled your order and may we ask for your PayPal account for us to credit the refund?

Looking forward to your response. Stay safe.

Sincerely,

Jec
CouchHero Customer Support

On Tue, 14 Jul at 11:08 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
No. I'm ordering something that I can get in a reasonable timeframe, I want a refund. If you were having shipping problems, you should have indicated the potential on your website, Moreover, no response to my original contact shows poor customer service.

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 14,2020, 5:12 PM

To CouchHero

I didn't pay you through PayPal, so you're not paying me back through PayPal. I want the charge credited just like you took it.

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Tue, Jul 14,5:32 PM

To me

Hi GDAIMH,

We understand.

I have forwarded this to our Finance Department for refund. They will send you an update once it is completed.

Sincerely,

John
CouchHero Customer Support

On Wed, 15 Jul at 7:12 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I didn't pay you through PayPal, so you're not paying me back through PayPal. I want the charge credited just like you took it.

On Mon, Jul 13,2020 at 9:24 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH XXXXX,
Thank you for getting back to us. We have canceled your order and may we ask for your PayPal account for us to credit the refund?

Looking forward to your response. Stay safe.

Sincerely,

Jec
CouchHero Customer Support

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 17,2020, 4:46 PM

To CouchHero

Why have you not processed my refund? I already told you that I do not want the order since you could not send it and I am not accepting any orders from you since you were notified well in advance, once you could not provide customer service. I want to know when the refund transaction was processed. It should have been the same day we last communicated.

On Tue, Jul 14,2020 at 5:32 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,

We understand.

I have forwarded this to our Finance Department for refund. They will send you an update once it is completed.

Sincerely,

John
CouchHero Customer Support

On Wed, 15 Jul at 7:12 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I didn't pay you through PayPal, so you're not paying me back through PayPal. I want the charge credited just like you took it.

On Mon, Jul 13,2020 at 9:24 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH XXXXX,
Thank you for getting back to us. We have canceled your order and may we ask for your PayPal account for us to credit the refund?

Looking forward to your response. Stay safe.

Sincerely,

Jec

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Fri, Jul 17,5:00 PM

To me

Hi GDAIMH,
As much as we would like to credit the refund directly to your card, it would take longer for the credit to reflect on your account.

We can still process the credit to your card but you will have to wait.

Please confirm if you wish to wait or kindly send us your bank information for faster processing.

Let us know how you would like to proceed. Stay safe.

Sincerely,

Davin
CouchHero Customer Support

On Sat, 18 Jul at 6:47 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
Why have you not processed my refund? I already told you that I do not want the order since you could not send it and I am not accepting any orders from you since you were notified well in advance, once you could not provide customer service. I want to know when the refund transaction was processed. It should have been the same day we last communicated.

On Tue, Jul 14,2020 at 5:32 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,

We understand.

I have forwarded this to our Finance Department for refund. They will send you an update once it is completed.

Sincerely,

John
CouchHero Customer Support

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 17,2020, 5:18 PM

To CouchHero

I'm not sending you my bank information. You must be crazy. You didn't have to wait to get the money so why now? I'm pretty familiar with issuing credits since I've had to do it for my business. So I know you are lying. I said I don't want the order since you told me that you have no idea when its shipping, and I meant it. I'm not going to continue to waste time with you. GIVE ME MY REFUND! Put it back on my card where you got it from. I noticed that you still haven't given me the timeframe when "you" would process it. If you process it, I'll have it within a few days. It was three days ago when I got your last email. I realize that you are holding it on purpose but it will not be worthwhile to do so. I will publish the full transcript of my conversations with you in the review if I further detect your insincerity in handling this matter.

On Fri, Jul 17,2020 at 5:00 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
As much as we would like to credit the refund directly to your card, it would take longer for the credit to reflect on your account.

We can still process the credit to your card but you will have to wait.

Please confirm if you wish to wait or kindly send us your bank information for faster processing.

Let us know how you would like to proceed. Stay safe.

Sincerely,

Davin
CouchHero Customer Support

On Sat, 18 Jul at 6:47 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
Why have you not processed my refund? I already told you that I do not want the order since you could not send it and I am not accepting any orders from you since you were notified well in advance, once you could not provide customer service. I want to know when the refund transaction was processed. It should have been the same day we last communicated.

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Oct 4,2020, 6:52 AM

To me

Hi GDAIMH,
Thanks for getting back to us! We have canceled your order (#4133) and refund has been issued. Please allow 3 - 10 business days for your bank to process the refund and reflect on your account (delays may occur due to the current situation).

A refund notification has been sent to your email.

Let us know if you have any more questions. Stay safe.

Sincerely,

Tobey
CouchHero Customer Support

On Sat, 18 Jul at 7:19 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I'm not sending you my bank information. You must be crazy. You didn't have to wait to get the money so why now? I'm pretty familiar with issuing credits since I've had to do it for my business. So I know you are lying. I said I don't want the order since you told me that you have no idea when its shipping, and I meant it. I'm not going to continue to waste time with you. GIVE ME MY REFUND! Put it back on my card where you got it from. I noticed that you still haven't given me the timeframe when "you" would process it. If you process it, I'll have it within a few days. It was three days ago when I got your last email. I realize that you are holding it on purpose but it will not be worthwhile to do so. I will publish the full transcript of my conversations with you in the review if I further detect your insincerity in handling this matter.

On Fri, Jul 17,2020 at 5:00 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
As much as we would like to credit the refund directly to your card, it would take longer for the credit to reflect on your account.

We can still process the credit to your card but you will have to wait.

Please confirm if you wish to wait or kindly send us your bank information for faster processing.

Let us know how you would like to proceed. Stay safe.

Sincerely,

Davin
CouchHero Customer Support

On Sat, 18 Jul at 6:47 AM, GDAIMH<gdexxxxxxxxxx@. Com> wro

LAST I HEARD FROM THEM

Q&A (2)

Answer:

No because I have never received my couch cover. The website no longer exists.

By cee c.
Answer:

The product looked like the kind of pet cover I wanted. Little did I know they is a SCAM SET UP!

By Jennifer R.

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