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!

Terrible service! I ordered over $10k worth of furnitures with them, most of the time the delivery service is very stiff and not flexible. I would wait for months to receive my furnitures. Then, they delivered the wrong color of a cabinet, then had to return, second time, they came and the product was damaged. Then waited almost a year to receive the final product. When calling them, they are cold on the phone and does not seem like they give a "$#*!", not mentioning that this is Neiman Marcus? It is a joke, their furnitures do seem nice online but with all the extra delivery fees and processing fees, after all, you are paying over price and receive horrible service. Will definitely not order from them again.

This has been my most frustrating experience buying a rug. I ordered at 5,000 dollar rug and was not told it would not come for 2 months even though it was in stock. Called to inquire about delay and was told of the 2 months because the shipping company liked to group orders. I said I wanted to cancel the order if it was going to take so long and they said it would be the beginning of the next month. Needless to say I called twice more and ultimately no one called and I ended up canceling the order. I asked to speak to a supervisor, but unfortunately she was only able to say that the vendor was unwilling to move up the order. I would not recommend you work with this company.

This company sent me a lamp that electrocuted me and several other orders that were incorrect damaged or late. They have 0 customer service and they will cost you time and money if you order from them. I am in a battle with them now trying to get back money for nightstands that I ordered over 6 months ago. These prominent brands such as Bernhardt, Caracole, Drexal should stop supplying Horchow. They r destroying your name. This company will ultimately destroy anyone who gets involved. Buyer be very aware. Take my advice.

I ordered an item and received a confirmation email. A couple of days later I re-read the email and saw that my item would ship in two months. So... I cancelled the order as I wanted it sooner and had many options. I immediately received an email stating that the item had shipped (two months before their expected shipping date) and that the company would "try" to stop the item enroute. Horchow cancelled the orderand issued me a refund in a timely manner. However: their 25% ish shipping charge remained. I disputed the charge on my Mastercard and was issued credit. Horchow had 90 days to contest the dispute, but they apparently saw that they were caught in a lie and let it go. I would never shop with this company again: I don't do business with liars/cheats. Hope this helps someone...

I placed an order for 2 items. It said order now it will be in stock soon! I went to finish the order and web site said I cant. There is no product. I called Horchow. They said they would fix glitch. 2 weeks later ordered product. Got email its back ordered but expecting shipment.
My email said it would be at my house end of September. Gave an exact date.
So no email update, no package. I call and customer service says there is no product forthcoming. No PRODUCT! Do I want them to keep my money on the off chance product is made sometime in the future? What?
So they kept my money for 2 months, showing the product. There is no product! Why didnt they take item off site? Why didnt they automatically refund me? I dont do business loans. Why did they keep my money. Which was a lot.
How is this good business? They sell upscale products. How many other products are shown 9n the site that dont exist? Terrible business practice. How many other peoples money are they keeping?

I ordered a console table which arrived broken. It was supposed to be picked up and returned. Fed ex was a no show and their customer service agents refused to help. They are a bunch of scam artists

When I was in business school I learned that the worst thing you can have is a customer who doesn't tell you they are unhappy. Because an unhappy customer will tell far more of their friends and family about their negative experience than will someone with a positive experience. Clearly the Horchow execs don't know this or don't care. When someone in customer service tells you, we can't replace our defective product because it's not our fault it broke (so it's my fault?), but lucky you, you can buy a replacement for only $21! Are you freaking kidding me? Like I would ever spend another penny with your crappy company? I had a set of sheets I purchased from Macy's years ago which disintegrated after a few washes. They took them back more than six months later and fully refunded my purchase without batting an eyelash. That's why I still frequently shop at Macy's. Don't be a sucker and buy anything from Horchow. You're throwing your money away and setting yourself up to be insulted at the same time.

If I could give zero stars I would. Honestly the worst furniture buying experience I have ever had. I have literally NEVER posted a review anywhere, ever, and this was so bad that I felt compelled to post one.
I bought a media console and waited two months for it to come (which I was even ok with). It arrived and didn't look good in my room so I initiated a return. It took them 3 weeks to come get it. After 10 days I started calling to see when I would be refunded. It took over a month, and a 6 more phone calls, to get a refund. They didn't refund me for shipping ($250), which I understand, but then charged me another $250 for return shipping (without asking/mentioning it- I just saw the (unauthorized) charge show up on my credit card). So I'm now out $500 for a piece of furniture that I returned.
Compare that to Wayfair, who delivered a piece of furniture to my house that same week, free shipping, that I returned also. Wayfair picked it up the next day and refunded my credit card the very moment the shipper scanned into his system that he had the furniture on his truck.
Unless you are 100% certain that you will keep the furniture you buy from Horchow you can't buy anything there. I will never shop there again.

If I could give a -100 I would. WORST customer service ever! And I wish Neiman Marcus/Horchow executives actually read this. Representatives are rude and unprofessional. Had to call many times for my order to be placed (didn't have access to internet) and they got it wrong 4 times! How can you do something 4 times and still get it wrong. At the end they said "okay, your order has been placed". NO IT HAS NOT BEEN PLACED. I had to call Neiman Marcus to get my order processed. Then I realized I want one more item so I placed a second order myself online. Paid for a 2nd day shipping. It has been 6 days, I still didn't get my package. So, I called... They told me it's still being processed and I will get it within 5-6 days. 12 days? I paid for an express shipping! This is just a joke! UNBELIEVABLE AND NEVER AGAIN I WILL ORDER ANYTHING FROM THEM! Unprofessional!

I purchased a Media Console from Horchow and I usually purchase quality furniture for our home. Horchow was not only not quality in the product but with customer service as well. I will not ever purchase from Horchow again.

I purchased a Media Console that took over 3 month to receive. I received a call from the shipping company "Sun" a day before the arrival and asked if I could accept the item the next day. I answered with yes and she said she would call me back with a time. The call never came. The next day they arrived and let me know that the media console was broken. A shelf was completely broken. I then asked them what are my options, could I accept this and you guys exchange/bring me another one or could they send someone out to fix it? They answered with we have no idea we're just delivering it. I said fair enough and called Horchow. Horchow put me on hold for 20 minutes as the rep said she had to speak with a manager. She came back and said just return it, there's nothing we could do. While I was on the phone the delivery guys decided to bring it in my home. They were having trouble lifting it and kept putting it down on my hardwood floors that they scratched. I let Horchow know about this and they again said there is nothing they can do and that it's not their company. I paid $400 for shipping and not to mention what I paid for the console and received nothing but time wasted and scratches to my floor.

Thank you Horchow.

Placed an order for a rug, in a week the order gets cancelled with no personal apology. Placed a second order for a different rug, called in to make sure they had it in stock to avoid disappointment, they assured me this one was in stock and that I would get it. What do you know, second order gets cancelled in 4 days! Again, just an automated email with no personal apology. I call and tell them i feel unhappy. They did not do anything until I actually pointed out how frustrating it was and that I wanted them to do something about it. At that point they offer me a 10% discount for my next rug order. I choose a rug that is on 20% off, call them to place my order, ask them to apply the additional 10% which they promised. They did so on the phone, but when I received the order email confirmation, the 10% was not applied! Just imagine how it felt, after going through all that mess. I call again asking to apply the 10%, and the agent is RUDE. She asked me in a very rude way "Anything else?!, have a good day!". It really amazed me. Now my questions is: Is the management stupid? Are the agents stupid? Will never shop there again. In the end they did refund me the 10%, but the supervisor did not really come through as she was sincerely sorry. Terrible experience. I do not recommend them. Also, they seem to manipulate the prices right on the spot. When I placed the new order the rug was going for a 20% off, but when I called asking for my 10%, they quickly manipulated the price by removing the 20% off which was there just before my call.

I too have sadly given up on Horchow. They give very little information concerning their products. This is done on purpose as it is difficult to return things and customers will make do. I ordered a rug and was sure that it was detailed in red and it was rust. Never do they list the colors.
I wanted a oriental painting that was shown with a gold metalic background when, in fact, it was a grey color. The rep said there was a light shining on it.

Today, I was willing to pay over $800 for a santa that is listed as 5 feet tall and is shown with a big bag of gifts. I questioned the rep about how wide it was because the info said it was 12 inches wide. That would be impossible. I just got an e-mail back that said in poor English:

We received your request for information in reference to Father Christmas
With Bag of Toys Santa Figure, item # HCF12_H5MKH.

This particular item come assemble. The dimensions are as listed width
12" by depth 19" by height 60". The only information we have for this item
Is listed on the website.

We do apologize for any disappointment this may have caused.
Thank you again for shopping with us. We are always happy to assist.

Really, the absolute insult comes when a rep sends an e-mail that makes no sense and doesn't care. This is Neiman Marcus for heaven sake. I will do the same as the writer above.

Doooooooo not buy furniture here!
They are fake same item back force 5 time
They are just expansive but cheap and damaged furniture,

Sadly, I should have read other reviews. Like one of the other reviewers indicated, I placed my order March 24th based on a ship date indicating immediate availability. Upon placing my order, my shipping date immediately changed to June 15th. So I called to cancel; they promised to clarify the date and get back with me. No return call, but I received a second shipping notice the next day, correcting the date. My bed was now going to ship in 5 days. It is one month later, NO BED, and I'm getting the complete run around between the shipping company and Horchow. When I finally get a call from the shipping co., they tell me because of Corona virus, they will leave the bed outside. I call back to say that is unacceptable because I've paid for inside delivery and setup; other vendors in my area are delivering furniture and taking excellent precautions. In the month that I've waited, I've received a coffee table, TV stand, desk, sideboard, and patio furniture, all brought by different delivery companies, so I know deliveries are happening in my area. I've spent 2 hours on the phone with Horchow -- endless holds, incapable staff, and no straight answers -- as I try to resolve this issue. I finally canceled my order yesterday. Now I am sure the fight begins to see my refund. I wasted over a month with this company. I don't know how they're still in business. Do not make the same mistake I did.

I never write bad reviews but I must warn customers: Horchow held pending funds for three months and sent one e-mail changing the delivery date, then changed it again without notifying me. Then audaciously cancelled my order also without notification. If I hadn't followed up with them looking for my product I would have waited longer. Customer service provides a boatload of sorries but couldn't even offer to reorder these now in-stock items.

Early January I ordered a product with a ship date in February. Once february came I received an email that the product would ship March 21 instead. As an understanding patron and With everything back ordered from the pandemic, I didn't complain and I waited patiently.

Once March 21st came— alas, no product and no notification of shipment. I followed up with customer care and the expected ship date is march 24th. Come this date, I follow up again and customer rep. Stated the order was cancelled by Horchow. Cancelled?!?!? But I didn't cancel the order and the product is now in stock!?!?

In no way did they offer to rectify their nonsense. What a nonsensical business. Horchow should be ashamed of themselves.

I ordered several pieces of furniture from Horchow. And the furniture IS beautiful - IF you can get it. I have been waiting since AUGUST OF 2023 (it's currently mid-February of 2024) for one dining chair. I ordered a PAIR of dining chairs - the order was deleted - it was then REORDERED, but I only received one chair (even though they charged me for two chairs). So I had to reorder the one chair, and try to get a refund for the chair that never came. Finally, after several months, the financial portion of the mess was fixed - and then, on 1/4, I got an email that my chair had shipped. Hooray! However, that was the last I heard from Horchow. I've called several times - they have no way to contact their shipping department, other than via email, and the turnaround is, supposedly 24-48 hours. I keep being told that they will "put in a request" for the shipping department - but nothing ever happens, and no one ever calls me back. I'VE been able (by tracking down the furniture manufacturer, and the company that Horchow uses for their "white glove delivery) to learn that (1) Horchow picked up my chair from the manufacturer on 1/4, and (2) it hasn't been seen since. The delivery company never received it. I've told all this to customer service at Horchow - TWICE - but each time I call, they act like they have no idea what's going on, and keep telling me that there is a note that my chair has shipped. They still have my money (more than $1300 for one friggin chair), but I don't have my chair, and they aren't at all concerned about it. There is absolutely NO sense of urgency on their part. Oh, and I also learned that "supervisors" and "managers" are the same thing there, and they are more than likely just another customer service person who answers the phone. They are completely useless. Do yourself a favor and, if you find an item on Horchow, do your homework, and track down the manufacturer, and order directly from them.

Horrible customer service - refused to replace a painted outdoor table where the paint all bubbled and peeled off within 3months of purchase