This review was originally posted at Houzz.com, but they REMOVED it and sent a note indicating it was about the product and not about Houzz itself WE DISAGREE COMPLETELY and find that removal to be misleading. We wonder how many others tried to provide REAL feedback to other potential purchasers and had their review MOVED, too.
This is a 4-part review, and we recommend you read all 4 parts:
1) TABLE - gorgeous in the picture, couldn't tell you in person. After cutting the tape on the box and removing packaging, it was clear that the table sides had shattered, so we never saw the table top. Looks like it was what I was expecting, though. However, the danger and mess of shattered mirror fragments were of great concern. (See Part 3 of this review)
2) CHAIRS - beautiful, with spring reinforcement in the seat and a firm cushion, we believe these would have lasted even with regular use. The "otter" color is lovely - not "dove" grey, and not "charcoal" either. They arrived in good condition, and they were easy to assemble with a 5mm allen wrench included (the legs are in the seat base). The table can be purchased separately elsewhere online for just under $1,100, and the FOUR chairs would absolutely be worth the remaining $577. (See Part 3 of this review.)
3) HOUZZ CUSTOMER SERVICE - Houzz has very nice customer service reps. Unfortunately, this set is fulfilled by a third party, and in the end, it was this third party that we were forced to deal. Houzz reps and supervisor really just said, "They said..." or "They refuse..." for everything relating to the return [SEE UPDATE BELOW]. Houzz said they could not re-ship the order with "white glove" service that would ensure we didn't start the whole issue over again with another shattered table, and ultimately we were not willing to risk starting this nightmare over again. When we finally gave up on a replacement, we asked about refunding just the table and keeping the chairs, but they were only willing to refund $500+ of the total price, making the cost of 4 dining chairs close to $1,000, which felt like gouging. (Houzz blamed this on the vendor, but they refused to see that that vendor IS Houzz for us, the consumer.) Of course, the friendly and amenable Houzz folks said that was all the third partys doing and they couldnt help it. That seems like very little customer service under the circumstances. (Everyone at Houzz remained friendly to talk to and genuinely concerned about the danger of shattered mirror for our grandchildren but offered no solutions other than full return of all items SOMEDAY, we are still waiting for pick up.) [UPDATE: HOUZZ DID ARRANGE PICK UP AFTER NEARLY 3 WEEKS AND PROCESSED A FULL REFUND WITHIN HOURS OF THE PICK UP. THIS WAS THE BEST-CASE SCENARIO AFTER THIS SAD EXPERIENCE. THANKS TO * AT HOUZZ FOR FOLLOWING THROUGH.]
4) VENDOR/SELLLER/THIRD PARTY The third party was sketchy (reps giving two different names and other questionable behaviors), and they were unreasonable about the return. Their position was that we should repack the shattered table, risking injury and the liability of the return freight persons potentially being injured by mirrored shards because we are not professional packers. We were told it was not a big deal and that we should run down to Home Depot and buy some tape and gloves to pack it back up. On top of it all, it is now 2 weeks later and the mirrored shards, table, and chairs (which WE were forced to unassemble AND repackage for the return!) are still sitting in the living room. This poses a danger for our grandkids, which Houzz reps seemed genuinely concerned about - yet here we are. [COPY OF UPDATE: HOUZZ DID ARRANGE PACK UP and PICK UP AFTER NEARLY 3 WEEKS AND PROCESSED A FULL REFUND WITHIN HOURS OF THE PICK UP. THIS WAS THE BEST-CASE SCENARIO AFTER THIS SAD EXPERIENCE. THANKS TO * AT HOUZZ FOR FOLLOWING THROUGH.]
We have purchased many large and expensive items online, but this was our first experience with HOUZZ. Hopefully, you have better luck with things, because the chairs are good quality and table would be beautiful in one piece (note: we cannot speak to quality of the table because it was never unpacked completely). Whatever you do, be sure you check the condition INSIDE the boxes AT THE CURB before you sign/let the original delivery truck drive away, because otherwise you are at the mercy of Houzz's VENDORS (Houzz takes no responsibility!) and at least in this case, that was unfair and an awful experience that we will not risk repeating with Houzz/Houzz sellers.
*Personal information redacted by admin