Horchow

I ordered an "in stock" item in June 2020. Horchow sent me an email on July 31 that my item had shipped and charged my credit card. On August 31 I called them because I had never received the item. Customer service told me that was a mistake because the item was not available to ship until October. I cancelled the order and he said I would receive my cancellation and refund notification. On Sept 4, I called back because I never received a notification and customer service told me that something went wrong and the order wasn't cancelled but he would cancel it now and process my refund. On Sept 11 I called to find out why I hadn't received my refund and customer service told me that they had a problem with the vendor and they couldn't find my item. He said I had to wait an additional 2 weeks to get my refund. On Sept 28 I called because (of course) I hadn't received my refund and customer service told me that they were having a problem with their shipping company and they needed to "research" to see if my item was in their warehouse and it would take an additional 2-3 days to investigate. I told Horchow to pound sand and hung up and contacted VISA to dispute my transaction. Do not buy anything from this fraudulent excuse for a company. I hope they're enjoying bankruptcy and that all of their old customers never buy another thing from them. How the mighty have fallen.

Won't be shopping here or any sister brands, including Neiman Marcus. Leonardo C. And Jose A. In customer service are awful and beyond rude.

I have been ripped off and certainly will NOT be shopping at Horchow ever again! In short, I ordered a set of armchairs for which I paid $999 ($1179 with Delivery and Processing). Upon receiving the merchandise, I opened the shipping package to find, to my utter dismay (and shock, quite frankly), that each chair had an attached T. J. Maxx pricetag listing their individual prices as $199.99 (with a "Compare At" price of $375... that would have been a steal to what I paid, sucker that I am).

I purchased these chairs assuming I would be receiving quality furniture worthy of the price (and name) and instead was hoodwinked into purchasing ridiculous knock-offs and paying just shy of 3 times what I would have paid if I'd driven down the street to my local discount store.

I contacted the customer service department and they were just all baffled confusion and simply couldn't understand how such a mistake happened ("perhaps they were mismarked", etc.). Unfortunately the pricetag describes the chair in the same manner Horchow does online. This cannot be a case of mismarking, so does Horchow now buy merchandice from T. J. Maxx, mark it up, and sell it to the (apparently gullible) public? They offered to pick up the chairs and I'm ONLY out the $180 it took to ship the crap to my home (they graciously won't make me pay the $125 return fee). What a bitter lesson to swallow.

Placed my order on July 18,2019 with anticipated delivery on July 30,3019. Got a call and scheduled delivery on August 3. They gave me a 9am-1pm time frame to expect the item. Stay home waiting for them to show up. Finally around 12:45pm called the delivery company just to find out that they don't have my item. "We got the paperwork for it but the item is still in transit" - I was told on August 3 after wasting half of my Saturday waiting for them. When they expect the item in? Where is it at the point? No one knows.
Called again re status of my order August 9,2019 just to lear that the item is backordered and is not expected until after August 23,2019.
At that point I asked them to cancelled my order as I was fed up with their incompetency.
Got a confirmation email about cancellation shortly after. Any guess what a reason for cancellation was? This is quote:
"
Cancelled 08/09/19
We apologize our attempts to contact you have been unsuccessful. Federal Trade Commission requires us to obtain your approval to wait for this merchandise each time the expected shipping date changes; therefore, we would like to advise you the merchandise below has been cancelled."

THEIR attempts to contact me? Really?

Worst experience ever with any retailer. By far.

Stay away. Save your sanity and frustration.

DO NOT PURCHASE FROM HORCHOW!

I could have bought the same desk/vanity from Wayfair with free shipping for $300 less. But I though that I was paying for quality, that I would be buying an authentic Neiman Marcus Claudia Desk/vanity. Also this one was advertised as a desk with drawers, but the Wayfair one was a vanity with no where to put my laptop and notebooks.

However you DO NOT GET WHAT YOU PAY FOR WITH HORCHOW. First, the desk doesn't come safely packaged. It comes wrapped in blankets. Then, they forgot to deliver my desk's legs. So I had to call and complain. They refunded my $106.00 only after I demanded a discount. Then I noticed that something else was off. "Is this really what I ordered?" I asked myself. So I go online and noticed that the chair hole is black instead of white as advertised, and I don't have one deep drawer to my right side, instead I have two shallow drawers.

I called the company, not to demand another discount, but expecting an explanation and an offer to exchange it for free. The "customer service" representative seemed annoyed with me abd me I would have to pay the $250 to ship the new one. I WOULD HAVE TO PAY $250 TO CORRECT THEIR MISTAKE!

I've also noticed that the people that assembled my table lost two out of five knob barrier pieces that protect the glass from knob.

I wish I had researched the store.

Ordered two Massoud chairs which were described as gray. Most would guess that is neutral, however, this was a very cool, blue gray and should have been labeled blue. The photo on the site showed it more brown than even blue gray but in person, it was still very blue over neutral gray. The pillow in the photo looked brown but it was a bluish, cool-toned brown which most browns have red undertones and tend to be warmer; the pillows were not warm brown. The service Horchow provided was awful and repeated calls to them did not help. They kept charging the credit card every 10 days or so for months from the time the chair was ordered until they sent it. They also did not follow-up with Sun Delivery to notify us of shipping when we asked, we had to do so. When Horchow released the chairs to Sun Delivery, they took over a month to get the chairs delivered to San Antonio. When we called Horchow the very next day after delivery to return the chairs as we could see the color discrepancies and have them picked up after we spoke to Anthony, Horchow later transacted that it was not done for another 10 days. Then it was again, another month for Sun Delivery to pick up the chairs. Both Massoud and Horchow are based in Dallas and we are only five hours away. We have yet to see our credit back for the chairs. We originally wanted to order nine (9) chairs from Horchow and thankfully, we did not. Some were canceled by Massoud as having been sold out a month after ordering from Horchow and the others, I canceled. To keep going through this all year would be a nightmare for more chairs, no thank you. Do yourself a favor, get custom made furniture in your area.

I ordered a dining room buffet on 9/28/16 and it said it would be delivered late October. I received a call from the shipping company that it would be delivered on 10/29/16 which was right on target. I received a call on 10/27 saying my buffet did not pass inspection and the order was cancelled. I immediately called back and asked why they cancelled it because I still wanted the buffet and now because of the cancellation I would go at the bottom of their list again. I was told that was their policy. I reordered the buffet at that time and was told it would be in late November. Subsequent emails came in moving the date back to mid-December, late-December then January 2017. I emailed them and told them this was unacceptable and they replied that I would have the buffet mid-December. December 5th I emailed them to ask when I should expect delivery and got no reply. I later found an email in my junk mail that said it should arrive mid-January. I called on 12/28/16 and they said it was looking like it "may arrive February 13,2017" but they had no guarantee on that actual date. I cancelled at that time. This is ridiculous! I used my bank credit/debit card and they charged it right away and they have been holding my money since September 28,2016 with no guarantee of a delivery date. If it arrived in February they would have my $2000 for 4 1/2 months sitting in their bank earning interest and not mine while I listened to their empty promises. I have ordered several small things from Horchow such as home decor, wine glasses, etc., and I receive them right away. This was my one and only large purchase from them and I will not give them another chance with the way it was handled. Very disappointed in their business practices.