Liana M.

We bought a wooden bench from houzz marketplace around thanksgiving. Couple of weeks later a wrong product, solid concrete extremely heavy bench was left at our front door. We gave houzz a call the same day, asking them to arrange pick up of the wrong product ASAP. After 4-5 phone calls and 10 days later the pick up was arranged ONLY when I spoke with the manager. The entire 10 days we were literally jumping over the concrete bench to enter our house, as the concrete bench was extremely heavy for us to move. Few days after the pick up - refund was made, eve though we clearly told them we want the wooden bench still to be delivered. No phone call, no communication, just refund after they held our money for 1 month! I called (again!) and representative was extremely rude over the phone, openly laughing at us during the conversation and eventually hanging up. I called manager few days later and he offered $50 discount for the original bench, for one month of holding our money (around $500), hours spent on phone and jumping over the concrete box outside of the front door. We refused, as we found a much cheaper option for the wooden bench we wanted at a reputable distributor. My feeling is HOuzz has ZERO responsibility towards purchases done on their platform and if you have a problem dealing with them, just ask for the manager, as regular phone representative are either incompetent or rude.
As a proof - my houzz order number was 1617-8996-4996-6057