Carilyn T.

I am a first-time customer of Houzz and in the process of renovating my bathroom so I planned to source a number of items from houzz.com.

On September 10,2018, I placed my first order. Shortly after I placed my order I received a confirmation, along with an estimated delivery date. Subsequently, I received a request to pick a date and time for the delivery.

From the available dates and times, I chose September 20,2018 from 9:00 am to 2:00 pm. Shortly thereafter I received an email confirmation of my selection, which also stated that I would receive a call from the driver 30 minutes prior to arrival.

On September 20 at approximately 1:45 pm, I contacted CEVA's customer service by phone because I hadn't heard from anyone regarding my delivery. After holding for approximately 20 minutes, the representative informed me that the driver was delayed at Target, which is about half a mile from my residence. She also indicated that the driver should be making the delivery by 2:30 pm.

The driver arrived at approximately 2:30 pm and contacted me to let me know he had arrived. Upon exiting my residence, I noticed the driver standing out front with two boxes that appeared too small to be the vanity. He immediately asked me to sign a yellow paper, which I refused before closely looking at the boxes. When I checked the shipping label on the two boxes, neither of them were addressed to me and had a different address.

When I pointed this out to the driver he indicated that he had, in fact, seen my item at the warehouse earlier that day and that he would return with my order at 5:00 pm the same day. At that point, I asked him specifically "Are you sure you can be back at 5:00 pm? Because I will not be available any later." He was very confident in saying that he would be back at 5:00 pm.
At 5:00 pm, I had not received a call from the driver, so I called the number he had called me from earlier that day. When he answered the phone I introduced myself and asked if he would be here soon. He indicated that he was stuck in traffic and could not make the delivery until 8:30 pm that evening. I told him that I would not be home at that time. I asked if the order could be delivered the following morning before 10:00 am. He answered that it could, and that he would deliver it by 10:00 am.

The next morning, at 9:16 am, I called the driver to confirm that he would arrive by 10:00 am. After calling his number twice, he answered his phone and told me that he was not delivering the item that day as he had been assigned elsewhere. He also stated that I would need to call customer service to book another time.
That same day I contacted customer service by phone and explained the situation. A new delivery date of September 22 and time window of 8:00 am to 12:00 pm was arranged; along with a promise of compensation for having missed one and a half days of work.
On September 22, the order was delivered. However, the driver arrived two hours late causing me to cancel my afternoon plans.

Eleven days and nine follow up emails later I have yet to get a response to my request.

The breakdown in process, lack of communication, wasted time and inconvenience caused by a combination of factors equally shared by CEVA and Houzz is simply unreasonable.

I tried to cancel my reservation and the website clearly stated that I would pay a $125 change fee (which I paid) and receive a $218 travel credit--after all, this is normal practice in the airline industry.

When I called them to find out how to use my travel credit, the first rep I spoke to talked in circles and I swear he was intentionally trying to confuse me. I asked for a supervisor who then explained that only one leg of my flight had been cancelled and that I could only use the travel credit if I payed an additional $200 in re-booking fees PER LEG. When I told her that the website did not indicate this, she said that it clearly does. WHICH IT DIDN'T. Why would I agree to pay $125 to change the flight and for an additional $200 to re-book if I could simply just not show up to my flight and buy new tickets for less than $200 total? Then, when she told me that the return portion of my ticket had not been cancelled, I told her not to touch it, and after being on the phone with them for one hour, she simply said "ok, thanks for calling justfly" and hung up on me. No resolution, wouldn't tell me how to use my travel credit, no concern whatsoever for providing any kind of solution or re-booking the flight. So now they have my $125 and I don't even get a travel credit unless I pay them an additional $200 to re-book. Buyers beware. Go somewhere else. *And based on reviews on this site, it seems this scam is working for them, which means I'll be contacting my pals at the BBB.