HouzzReviews 1,799

I just had my first and last ordering experience with this site. All I need to do is return an item because the actual color is not what is shown on the website. Usually, with EVERY OTHER ONLINE STORE, it's very easy to return something by either printing out a return label from your order page or an easy online form you complete and it generates a return label in seconds - no muss, no fuss. Right? Well... not Houzz. No, you must jump through hoops and then wait. And wait... until they 'ask the vendor' if it's ok? Since when do we, the customers, need to have permission to return something we ordered online? I've gone back and forth with them via email and am STILL waiting to get return authorization. Thank goodness it's a relatively small item, as I've learned after reading these reviews that to add insult to injury they require us to pay shipping to return the item? SMH. If the cost to return it is too much on a $48 item I'll either just keep it and find a use for it (as long as it's out of sight since the color is wrong. Maybe I'll put it in the garage?) or try to sell it for whatever I can get for it on Craigslist. Either way... Houzz just lost ANOTHER potentially great customer since they're slack about taking care of the simple, basic things like RETURNS. Though I like visiting their website to get ideas and inspiration, I will never order from them again. There are too many other options out there to shop, that understand the value of a good customer and know how to care for them.

I have been a professional architect for more than 20 years. Our firm has designed houses for A list celebrities, top brands and many socialites internationally. We decided to place our portfolio on Houzz and follow their recommendations for marketing it etc. My experience with Houzz was nothing short of disastrous. A huge waste of money and time on my end. Do not waste your time if you are hoping to get leads through this site.

I had ordered a bedroom furniture piece on My go to- Amazon and it was not delivered to me- actually returned to vendor before I ever saw the item. This left me in a pickle as I have paying guest coming in a week. I picked up the phone and called Houzz. The man stayed on the phone with me during order online, wrote an email to the vendor, and I got my bed 4 days later. To me this is beyond excellent- it is like a miracle. I was valued, cared for and received my item in a super fast time frame. Any further
Home needs I have will be through this company.

I purchased a bathroom vanity as part of a total room redo. After more than a month the first arrived and was the wrong size. Weeks later, the second arrived and had been impaled by a forklift. I gave them a week to get me the right one --- unscathed --- or to cancel the order. They canceled, and then billed me! Not only was my project delayed for weeks but I had to contest the credit card charge and wait for more than another month for that to be resolved. I will never even look at their website again.

I have placed 2 separate orders. I'm the first order it took a month for the order to arrive when it did arrive it was so poorly pac mage the both lamp shades to the lamp were crushed in Vostomer Service said they would have to contact the vender to respond to my request still waiting the sexond order is a week away from a month andnit hasn't even shipped late. I don't think the savings was worth the wait. Next time I will pay more to get it here on time. Should of read the reviews.

I feel sorry for myself not to check this review before purchase from Houzz. Bought a light on May 7. Said the expected shipping is May 16-28. Still not receive the order till now. Contact customer service last two weeks and they said they are going to contact the FedEx for me to find out where my package is and will send me email. No email received so I email them again last week to get refund. Email reply said 1-2 business days they will send me a refund form. Never received. Try to call them today and wait in line for an hour. Not sure what else I can do to get my money back.

I responded to an email promising $30 if I reviewed a recent purchase. No credit was ever issued to my account and I was not able to reach a person to address this issue for 2 days. Never did get a response. Houzz avoids all attempts to speak with their customers. If Houzz were to devote the same time and energy it spends avoiding contact with customers to managing the customer experience and resolving issues quickly and professionally, I would be buying stock and urging my colleagues to do the same. As it is, this company is an abysmal failure in enhancing the consumer experience.

The worst online buying experience I have had over 20+ years -- EVER. Echo many of the other negative reviews. The company plays games on its pricing then lies about it, over-promises but under-delivers on the quality, the shipping process, and resulting transit time of its merchandise. Took 8 weeks, and 4 shipments to receive a simple bath vanity that supposedly was in stock and available in 2 days, which is why I agreed to their high price.

Repeated damaged shipments and other SNAFUs. To add insult to injury, when item was finally installed, contractor spent 2 hours looking for the source of a water leak, only to find a manufacturer's defect in the sink causing it. Were we not behind schedule on the project because of Houzz's earlier delays, would have ripped out the item and canceled my order. When I explained the situation, Houzz offered a nominal discount - which made the net cost still greater than a previous sale price, which Houzz refused to honor. SMH.

Very sharp business practices in many other areas too, e.g. standard shipping terms call for their 3rp party shipper - who in turn uses other 3rd parties to drop freight (200+ lb item) on the street. Houzz expects customer to have a pallet jack or four strong men on-site to move purchased item(s) into the house or garage. None of their people use last names -- clearly hiding, and navigating through their customer service / call center in Irvine, CA is near impossible (surely by design.)

One might expect this type of operation were it operating in a third-world country whose consumers have lower customer service expectations. However, Houzz is based in Silicon Valley, charges Silicon Valley prices, and is backed by top-tier venture capital and professional investment firms, see: https://www.crunchbase.com/organization/houzz#/entity. Wonder if these investors realize what a terrible company they own...?

Absolutely terrible customer service. It has taken me over a month to get instructions as to how to proceed with damaged and unsatisfactory craftsmanship items. I bought $2,000 worth of umbrellas for my business, all of which arrived either broken or cannot stand up to even the slightest of breezes. Since I reported the damage outside of their "5 day window"... they cannot help me. Absolutely incredible. They just keep pushing me off. Emails go unanswered. Every time I call, they just tell me "we're working on it". They have my money, I have their terrible products... and now I'm stuck because they won't communicate with me.

We ordered a futon several weeks ago. First, we received the futon with no legs. After contacting Houzz support, they promised us the correct parts would be sent instantly. After waiting several days and having to recontact them again, someone finally got back to us and said the parts had been shipped. Yet when we opened the box, none of the legs or bolts fit into the futon! We immediately called Houzz and were told that it was too late in the day to send out any new parts, but that the company would send parts first thing that Monday morning. We agreed to wait and requested expedited shipping since it had now been over 2-3 weeks since we first ordered the futon. The representative we spoke to on the phone assured us the parts would be sent immediately and that she would put in a request for expedited shipping. We then waited for several days with no word from Houzz. When Monday came with no update, we sent two emails requesting a response - no replies at all! We tried calling the support line 3 times and the call was disconnected each time. Finally, on Wednesday we got in touch with someone on the phone who said there was absolutely no record of any parts being shipped and requested we return the couch ourselves rather than providing a full refund. We later called to confirm that we do not want to return the parts, we just want the correct parts sent to us in expedited shipping. Of course, now Houzz claims they cannot get in touch with the vendor who originally sold the futon. 4+ weeks and still no futon or refund. If I could give them a rating of 0 stars I would. Stay away!

I have ordered a couple of things from Houzz that were great; two beautiful Tiffany lamps which were perfect. Then I ordered two night tables that specifically said "no assembly required". I'm an older woman with some nerve damage in one hand that makes it difficult to assemble anything, that was the purpose of ordering something already put together! They came in two huge boxes, nothing but pieces of (cheap) wood and a bunch of bolts. The wood pieces had some labels, most of it did not. Now what. The seller did not respond to my complaint and, after contacting Houzz, they did not respond after "we'll look into it". Silence since then. Luckily I paid with my AMEX, the one company you can count on if someone screws you over. Be careful with this site, you can't trust what they tell you.