J R.

We've been selling through Houzz for a couple of years now. At first, we were getting orders for small items (under $500), and it was fine. Something changed this year. It's almost as if there's widespread customer fraud. We've been getting many orders for a $4,000 table we sell which inevitably get claimed as being damaged. However, there's always some sort of suspicious occurrence in which the customer "loses" or throws out the damaged item, and HOUZZ sides with the customer, leaving us as the retailer on the hook for the lost revenue. Customers are impossible to get in touch with. In my 15 years as a retailer, I've never had issues reaching a customer. But HOUZZ customers are ghosts. Something is just not right, Also, there are orders that can't be charged when the shipping time comes, leaving us scrambling to cancel the order. It's just plain old weird. It's like HOUZZ customers don't really want the items they are ordering and hide behind the veil of anonymity the site provides.