Horchow Reviews

I never write bad reviews but I must warn customers: Horchow held pending funds for three months and sent one e-mail changing the delivery date, then changed it again without notifying me. Then audaciously cancelled my order also without notification. If I hadn't followed up with them looking for my product I would have waited longer. Customer service provides a boatload of sorries but couldn't even offer to reorder these now in-stock items.

Early January I ordered a product with a ship date in February. Once february came I received an email that the product would ship March 21 instead. As an understanding patron and With everything back ordered from the pandemic, I didn't complain and I waited patiently.

Once March 21st came— alas, no product and no notification of shipment. I followed up with customer care and the expected ship date is march 24th. Come this date, I follow up again and customer rep. Stated the order was cancelled by Horchow. Cancelled?!?!? But I didn't cancel the order and the product is now in stock!?!?

In no way did they offer to rectify their nonsense. What a nonsensical business. Horchow should be ashamed of themselves.

Love my new rug!
So glad I ordered from Horchow!
Quality was just as I expected! And such a great price!

Impossible to justify price for service. The worst customer service I've ever encountered. I'm still waiting for a dresser I ordered in August of last year despite me making 7 follow up calls met with empty promises. They always apologize but never follow through.

If I could give zero stars I would. Honestly the worst furniture buying experience I have ever had. I have literally NEVER posted a review anywhere, ever, and this was so bad that I felt compelled to post one.
I bought a media console and waited two months for it to come (which I was even ok with). It arrived and didn't look good in my room so I initiated a return. It took them 3 weeks to come get it. After 10 days I started calling to see when I would be refunded. It took over a month, and a 6 more phone calls, to get a refund. They didn't refund me for shipping ($250), which I understand, but then charged me another $250 for return shipping (without asking/mentioning it- I just saw the (unauthorized) charge show up on my credit card). So I'm now out $500 for a piece of furniture that I returned.
Compare that to Wayfair, who delivered a piece of furniture to my house that same week, free shipping, that I returned also. Wayfair picked it up the next day and refunded my credit card the very moment the shipper scanned into his system that he had the furniture on his truck.
Unless you are 100% certain that you will keep the furniture you buy from Horchow you can't buy anything there. I will never shop there again.

Ordered two Massoud chairs which were described as gray. Most would guess that is neutral, however, this was a very cool, blue gray and should have been labeled blue. The photo on the site showed it more brown than even blue gray but in person, it was still very blue over neutral gray. The pillow in the photo looked brown but it was a bluish, cool-toned brown which most browns have red undertones and tend to be warmer; the pillows were not warm brown. The service Horchow provided was awful and repeated calls to them did not help. They kept charging the credit card every 10 days or so for months from the time the chair was ordered until they sent it. They also did not follow-up with Sun Delivery to notify us of shipping when we asked, we had to do so. When Horchow released the chairs to Sun Delivery, they took over a month to get the chairs delivered to San Antonio. When we called Horchow the very next day after delivery to return the chairs as we could see the color discrepancies and have them picked up after we spoke to Anthony, Horchow later transacted that it was not done for another 10 days. Then it was again, another month for Sun Delivery to pick up the chairs. Both Massoud and Horchow are based in Dallas and we are only five hours away. We have yet to see our credit back for the chairs. We originally wanted to order nine (9) chairs from Horchow and thankfully, we did not. Some were canceled by Massoud as having been sold out a month after ordering from Horchow and the others, I canceled. To keep going through this all year would be a nightmare for more chairs, no thank you. Do yourself a favor, get custom made furniture in your area.

I purchased a Media Console from Horchow and I usually purchase quality furniture for our home. Horchow was not only not quality in the product but with customer service as well. I will not ever purchase from Horchow again.

I purchased a Media Console that took over 3 month to receive. I received a call from the shipping company "Sun" a day before the arrival and asked if I could accept the item the next day. I answered with yes and she said she would call me back with a time. The call never came. The next day they arrived and let me know that the media console was broken. A shelf was completely broken. I then asked them what are my options, could I accept this and you guys exchange/bring me another one or could they send someone out to fix it? They answered with we have no idea we're just delivering it. I said fair enough and called Horchow. Horchow put me on hold for 20 minutes as the rep said she had to speak with a manager. She came back and said just return it, there's nothing we could do. While I was on the phone the delivery guys decided to bring it in my home. They were having trouble lifting it and kept putting it down on my hardwood floors that they scratched. I let Horchow know about this and they again said there is nothing they can do and that it's not their company. I paid $400 for shipping and not to mention what I paid for the console and received nothing but time wasted and scratches to my floor.

Thank you Horchow.

They have created special site wide discount emails which are unusable. I tried to buy an item I wanted with this discount. The cart would not honor it. After "live chat" I was I formed that the item I wanted did not qualify. The site says "store wide". I got curious a d found nothing I tried would honor the discount. This is deception at it's worst.

Horchow accepted funds for a large purchase and randomly sends e-mails changing the delivery date and has no concrete information on a real date. The "customer service" team is not informed and gives the impression they are not accountable.
They give canned answers. A blase attitude, and there is no follow-up.
Do not make a major purchase on Horchow.

I placed an order for 2 items. It said order now it will be in stock soon! I went to finish the order and web site said I cant. There is no product. I called Horchow. They said they would fix glitch. 2 weeks later ordered product. Got email its back ordered but expecting shipment.
My email said it would be at my house end of September. Gave an exact date.
So no email update, no package. I call and customer service says there is no product forthcoming. No PRODUCT! Do I want them to keep my money on the off chance product is made sometime in the future? What?
So they kept my money for 2 months, showing the product. There is no product! Why didnt they take item off site? Why didnt they automatically refund me? I dont do business loans. Why did they keep my money. Which was a lot.
How is this good business? They sell upscale products. How many other products are shown 9n the site that dont exist? Terrible business practice. How many other peoples money are they keeping?

I ordered an "in stock" item in June 2020. Horchow sent me an email on July 31 that my item had shipped and charged my credit card. On August 31 I called them because I had never received the item. Customer service told me that was a mistake because the item was not available to ship until October. I cancelled the order and he said I would receive my cancellation and refund notification. On Sept 4, I called back because I never received a notification and customer service told me that something went wrong and the order wasn't cancelled but he would cancel it now and process my refund. On Sept 11 I called to find out why I hadn't received my refund and customer service told me that they had a problem with the vendor and they couldn't find my item. He said I had to wait an additional 2 weeks to get my refund. On Sept 28 I called because (of course) I hadn't received my refund and customer service told me that they were having a problem with their shipping company and they needed to "research" to see if my item was in their warehouse and it would take an additional 2-3 days to investigate. I told Horchow to pound sand and hung up and contacted VISA to dispute my transaction. Do not buy anything from this fraudulent excuse for a company. I hope they're enjoying bankruptcy and that all of their old customers never buy another thing from them. How the mighty have fallen.

I ordered a piece of art that was listed on the website for $529.00 I was also offered 20% my first purchase which I signed up for and received. I spoke with a customer service rep who assured me that I was getting the item for $495 plus shipping. I have texts proving the conversation. When I was billed, they charged me $1,084.00. They said the price went up while I was talking to the customer service rep. When I tried to get the issue rectified they would not assist and said they had no record of the conversations even though I had the transcripts. Tried talking to a manager, etc. Sat on hold for 1 hour. SCAMMERS. How could Neiman Marcus tie their name to them?

Not good to charge for shipping when the item was returned and I did'nt even take it out of the box.
Do not buy from this Company if you are not sure about the merchandise because you will pay for shipping.