Horchow

I purchased 2 sets of Godinger Stainless flatware in Sept 2019. When I opened the box to use at Thanksgiving, one teaspoon was badly scratched so I sent it to Godinger for replacement as their warranty says they cover original defects. Still haven't heard from them so I contact Horchow customer service who told me their policy was 45 days and there was nothing they could do. Never offered any other assistance. I recommend not to do business with a company that will not stand behind the vendors and products they sell. Very poor customer service!

2 out of 3 orders took sssoooo long, then only to receive emails that they would take even longer (over a month longer). So I cancelled them. 1 order worked ok on the "quick ship" - still had to wait 4 to 5 weeks (not so quick). Once they delivered, only 1 out of the 2 chairs actually made it. The other chair was LOST!?!? Who looses a $1,4000 chair? After many calls (all over the place) and 2 more weeks later... the other chair arrived. No more. What a hassle for such expensive items. No thank you Horchow!

I ordered a piece of art that was listed on the website for $529.00 I was also offered 20% my first purchase which I signed up for and received. I spoke with a customer service rep who assured me that I was getting the item for $495 plus shipping. I have texts proving the conversation. When I was billed, they charged me $1,084.00. They said the price went up while I was talking to the customer service rep. When I tried to get the issue rectified they would not assist and said they had no record of the conversations even though I had the transcripts. Tried talking to a manager, etc. Sat on hold for 1 hour. SCAMMERS. How could Neiman Marcus tie their name to them?

Horchow is a scam!
I ordered a rug in November. I was charged for it in early January. By mid February, it has not been delivered. I call every day and they tell me it left the warehouse and is with their delivery company. The delivery company has told me that they will deliver it, but then simply do not show up. They also told me they were not delivering it because it was damaged. I have asked customer service for a reimbursement on my credit card ($3,300) and they tell me they cannot reimburse because the product already left their warehouse?!
So now I am $3,300 shorter and yet have no rug.

I ordered a John-Richard centerpiece in June 2021. It was supposed to arrive in August and then got delayed to December. I said ok and they waived the shipping charges, which was nice. I kept getting emails that it would arrive December 24th but I figured I would call. I called and was assured that it would arrive on time. Four days ago, I got an email that it would not arrive until April 29,2022. I called again and the man I spoke with had no idea why the delay. He asked me to give him 48 hours to check and see what happened. Of course, I never heard back and so I called again and now was talked that the reason is because they ran out. How does this even make sense? Did they sell mine to someone else? Anyway, I cancelled my order now I need to make sure that my credit card gets refunded. Very poor company. My first and last order with them.

I would give them 0 stars if I could. This company is a complete MESS!
The customer service reps are never helpful and they always make my blood boil!
I ordered a cabinet back in March and they sent me a defect where the doors were broken. You can tell it was someone's return.
They didn't send me a replacement until July because they were blaming it on the vendor saying they messed up.
When the new one FINALLY arrived, the movers told me I could keep the old one and even moved it upstairs for me.
2 months later, I received a text from the moving company informing me they were going to pick up the old cabinet out of no where.
HORCHOW never sent me an email or anything.
I told the moving company that I was confused bc I was told I could keep the old one. Anyways, a week later, HORCHOW charged me AGAIN!
I called customer service and told them to just pick up the junk and they said they won't be able give me a refund until the moving company picks it up.
So that means there's going to be a charge on my card for 2k for 1-3 months until the movers can pick it up!
I've been ordering from this company for years but never again!

If I could give zero stars I would! I paid over $200 for a console to be delivered to my home in Utah. I was supposed to receive white glove delivery service. My table was brought out in a pick-up truck in a box and dumped in my garage. My husband had to set it up. I contacted CS and told them what had happened. They apologized and said they would refund half of the shipping cost. I thought that was the end of it. The next day (this REALLY happened), I receive an email from the CS rep, telling me Utah does not have white glove delivery service and I was never entitled to it in the first place! WTH! Again, I told her that was what I had paid for. After speaking to another CS rep and a manager, still no rectification. They told me they are not even ALLOWED to bring the item in the house in Utah. I have never heard of such a thing! What a scam!

I have done business with Horchow for many years but recently it has been a nightmare. My first bad experience was 2 years ago when I purchased. Duvet set for $1600. I tried everything to make it work. The spread had permanent wrinkles. I spoke with customer service and followed their suggestions but nothing worked so I returned it and order something different (which I love). The problem is their return process should not be such a mess. They do not process returns in a timely manner. Apparently returns warehouse held my duvet set and then marked it as not returned within the time limit. Six months later they resent and recharged me for the set I returned. Customer service said I had returned it, but apparently their warehouse did not process the return. Now I keep on top of any returns. Recently I returned a Santa same day I received it. Took to FedX as they instruct. I waited a month to get an email acknowledging return and credit. I received nothing. I called Horchow customer service and they confirmed return had not been processed. She processed it for me.
I believe Horchow is a subsidiary of Neiman Marcus. However, I never have these problems with Neiman. Please note: when dealing with Horchow be on top of your return credit or you may never see it!

The photos of furniture are beautiful but this is the worst compsny I have ever done business with. Customer Service is nice but completely useless. The delivery service compNy named sun delivery would be better ran by toddlers bc the people running it are literally the most incompetent people I have ever encountered. Horchow has consistently terrible reviews and they do nothing about ur complaints. Im embarrassed for them and frustrated with the time its cost me to deal with this company. I will never order from them again. They dont even deserve one star.

I ordered Christmas decorations from Horchow for our 2nd home expecting them to be delivered on 12/18. It's our 1st Christmas there so we do not have any decorations. I received a confirmation they were shipped via Fedex but no tracking number. We arrive on the 19th and nothing from Horchow. I call and am told by CS that my order was CANCELLED! They never notified me and told me their system has no way of notifying customers if an ordered was cancelled on their end and they have no explanation! I cannot wrap my head around this horrible company! I'm hoping to save others from the misery I just experienced. I wish I read these reviews prior to ordering from Horchow.

A former happy Horchow customer will order from them no more! I ordered six 6-piece sets of KASSATEX BATH towels. I was so disappointed upon the very first wash the threads started unraveling on the towels and the excessive lint that came off adhered to other items in the laundry. The blue batch unraveled as much as the tan ones. I'm having to return them all which is a timely, bulky inconvenience. I still have several 30-year-old monogrammed Horchow towels that have not worn out yet! Their standards are no longer the same and I suggest you not waste your time or money buying towels from them! In addition, when I ordered 2 sets of tan towels and 4 blue, they sent me an incomplete order with only the tan towels and charged me for all of them. They rectified everything politely but again my time is involved and now I'm having to take all of them back to the UPS store after scrounging to find a gigantic box & dealing with customer service to get a return label!