I ordered several pieces of furniture from Horchow. And the furniture IS beautiful - IF you can get it. I have been waiting since AUGUST OF 2023 (it's currently mid-February of 2024) for one dining chair. I ordered a PAIR of dining chairs - the order was deleted - it was then REORDERED, but I only received one chair (even though they charged me for two chairs). So I had to reorder the one chair, and try to get a refund for the chair that never came. Finally, after several months, the financial portion of the mess was fixed - and then, on 1/4, I got an email that my chair had shipped. Hooray! However, that was the last I heard from Horchow. I've called several times - they have no way to contact their shipping department, other than via email, and the turnaround is, supposedly 24-48 hours. I keep being told that they will "put in a request" for the shipping department - but nothing ever happens, and no one ever calls me back. I'VE been able (by tracking down the furniture manufacturer, and the company that Horchow uses for their "white glove delivery) to learn that (1) Horchow picked up my chair from the manufacturer on 1/4, and (2) it hasn't been seen since. The delivery company never received it. I've told all this to customer service at Horchow - TWICE - but each time I call, they act like they have no idea what's going on, and keep telling me that there is a note that my chair has shipped. They still have my money (more than $1300 for one friggin chair), but I don't have my chair, and they aren't at all concerned about it. There is absolutely NO sense of urgency on their part. Oh, and I also learned that "supervisors" and "managers" are the same thing there, and they are more than likely just another customer service person who answers the phone. They are completely useless. Do yourself a favor and, if you find an item on Horchow, do your homework, and track down the manufacturer, and order directly from them. Service Shipping ReturnsI would give them 0 stars if I could. This company is a complete MESS! The customer service reps are never helpful and they always make my blood boil! I ordered a cabinet back in March and they sent me a defect where the doors were broken. You can tell it was someone's return. They didn't send me a replacement until July because they were blaming it on the vendor saying they messed up. When the new one FINALLY arrived, the movers told me I could keep the old one and even moved it upstairs for me. 2 months later, I received a text from the moving company informing me they were going to pick up the old cabinet out of no where. HORCHOW never sent me an email or anything. I told the moving company that I was confused bc I was told I could keep the old one. Anyways, a week later, HORCHOW charged me AGAIN! I called customer service and told them to just pick up the junk and they said they won't be able give me a refund until the moving company picks it up. So that means there's going to be a charge on my card for 2k for 1-3 months until the movers can pick it up! I've been ordering from this company for years but never again! Service Value Shipping Returns QualityWorst company ever! Never received my merchandise and it's been over a month. Carrier (Sun Delivery) called said they would be they're between 8-12 waited till 2 pm never showed? Extremely frustrated! Tracking number doesn't show anything? I should of read the reviews before I ordered it. Service ShippingI ordered my sofas thinking that I am dealing with a reputable company Newman Marcus. What you find out that you are at the mercy of Horchow to receive your merchandise after the payment is taken. Customer Service tells you that the sofas are picked and they have no idea where it went. Finally delivered after 1.5 months. I would recommend staying away from this company Tip for consumers:Supply chain is completely messed up. Looks like there is no traceability in Horchow system after the product is shipped by the manufacturer. Products used:Sofa set Service Value ShippingI ordered a rug months ago, every week I call for a status on the delivery of the rug, and every week, I'm told the same story (that I'll get a call from the delivery company in a week). It's been eight weeks and I'm still told the same story. I've asked for the contact of the delivery company, but they will not give it. I've asked to cancel the rug to get a refund, but that hasn't happened. Caution before making a transaction them. Customer service is non-existent. Tip for consumers:I'll be going to the better business bureau, next. Products used:Purchase of a rug Service Shipping ReturnsThis company is terrible they send me ruined table set with black patches all over and smell horrible. I started a return right away it has need a month and didn't refund me again... don't trust them spam Service Value Shipping Returns QualityI ordered an over $10,000 bed in June from them. In November, I was told the bed was being shipped to me. On 12.9.22 the bed was delivered to me WITHOUT the headboard, footboard and side rails. All I received was the attached. How does a manufacturer, store and delivery company all review a order to confirm its complete and no one realize these pieces are not a bed. It's pathetic! I still have no bed Service Value Shipping Returns QualityI have purchased items from Horchow over the years, including furniture. It's never been a great experience so haven't bought from them in awhile. They had some Christmas decorations on sale so thought I take the chance. It's been over a week since I placed the order and am now getting notification that they don't actually have the items. I never have this happen with other stores. Can't believe how poorly run this store is. Tip for consumers:Don't waste your time buying from this company Products used:None. Didn't get them. Service Value ShippingOrdered a set of dinnerware. Three of the 12 plates were broken. Emailed them and asked for replacement. After 15 to 20 emails back and forth, finally received the replacement for which they said was free, only to find out I was refunded some money, and then charged for replacement. Absolutely insane the back and forth with them. Sent them pictures of broken plates, and did everything they asked for - beware if anything comes damaged or broken, you will be charged for replacement. Will never patronize this company again. This is the first time in my life I have left a review, but felt compelled because what I have had to go through.Horrible customer service - refused to replace a painted outdoor table where the paint all bubbled and peeled off within 3months of purchase Products used:Outdoor table Service Value Shipping Returns QualityI ordered a light fixture that was 40% off. The day it was supposed to arrive I got email saying they canceled my order and that the money would be refunded back to my account. Website still said the item was in stock so I called to inquire about why it was canceled. They didn't know and offered to help me put the order through again. Only this time it wasn't 40% off it was only 30% off. They refused to give me the 40% off even though it was all documented in their system. Tip for consumers:Shop elsewhere Products used:None Service Value Shipping Returns QualityWatched a piece of wall are shown as "on sale" for 3 or 4 days. When I finally decided to purchase, I put it in my cart, and went to checkout. To my dismay it was no longer shown as on sale. I called customer service and they said the sale was off. I find it hard to believe that the sale ending cooredsponded to my checkout. Too conincidental. Service Value Shipping Returns QualityLove my new rug! So glad I ordered from Horchow! Quality was just as I expected! And such a great price!Horrible! Tip for consumers:Avoid at all costs Products used:Pillow Service Value Shipping Returns QualityI ordered a sofa from here and they had NO idea when or how it would be delivered. I contacted customer service at least 10 times to try to get an idea of when to be available for delivery. Ultimately, the delivery team (Sun Delivery), call to schedule a delivery for a day that I was supposed to be working. I took off work that day to be available for the delivery, and it never came. I reached out again to Horchow for clarification on delivery date, and time, and they were not able to give me any information because they outsource all of their deliveries to a third-party. I decided to cancel my order for a full refund. I'm still waiting on confirmation of my refund, but I'd rather wait on that and order a couch from another company than to continue to wait for furniture that may likely never come. Service Value Shipping ReturnsCompany deserves its 1.6 rating or less! Placed an order and the delivery date was pushed back twice - weeks at a time. Double charged me once after one of those changes so I had to call them. Then Horchow canceled the order altogether stating unable to fill. ServiceI have done business with Horchow for many years but recently it has been a nightmare. My first bad experience was 2 years ago when I purchased. Duvet set for $1600. I tried everything to make it work. The spread had permanent wrinkles. I spoke with customer service and followed their suggestions but nothing worked so I returned it and order something different (which I love). The problem is their return process should not be such a mess. They do not process returns in a timely manner. Apparently returns warehouse held my duvet set and then marked it as not returned within the time limit. Six months later they resent and recharged me for the set I returned. Customer service said I had returned it, but apparently their warehouse did not process the return. Now I keep on top of any returns. Recently I returned a Santa same day I received it. Took to FedX as they instruct. I waited a month to get an email acknowledging return and credit. I received nothing. I called Horchow customer service and they confirmed return had not been processed. She processed it for me. I believe Horchow is a subsidiary of Neiman Marcus. However, I never have these problems with Neiman. Please note: when dealing with Horchow be on top of your return credit or you may never see it!I ordered my water fountain in July, they promised an August delivery. It didn't arrive until January, and a bunch of boxes, surrounded by 2 feet of snow. Not a good time to assemble a fountain. I spent another $700 getting it assembled only to find that the top part of the fountain was missing all together. So we contacted them to send the top part that I had paid for, only to be told that it was past 30 days and there was nothing they would do for me. The pump died after two hours. Now I have an embarrassing expensive piece in my front entryway in a very exclusive neighborhood and nothing that they will do for me. I've even asked them to come and get it and refund me the installation costs. And they are just ignoring me. How hard would it be to just send me the top piece?Is this site even legit? Quite possibly the worst experience i ever had in ordering any piece of furniture. I understand shipping delays and supply chain issues, but this shows "in stock" and even gave an option for NEXT DAY delivery. I placed an order on an item on 10/13 with a delivery date of 10/21.10/21 rolls around and nothing. I check my account online and there are no pending orders. I go to the original email they sent with order number so i can check the status and it just says "processing". I made a phone call and it was pushed to 10/24 delivery. Ok - fine. Low and behold, its 10/24 so i call AGAIN and they say 10/31. The website says 24 in stock! They say there is nothing they can do. At this point, if i dont hear back by 10/31, i'll just cancel the charge and let my credit card worry about the refund. This website is a joke! And the customer service reps are also jokes! This can't be a real company. It has to be some third party website who affiliated themselves with neiman marcus and sells promises and junk furniture at astounding prices. Service Value Shipping Returns QualityI ordered a console table which arrived broken. It was supposed to be picked up and returned. Fed ex was a no show and their customer service agents refused to help. They are a bunch of scam artists Service Value Shipping Returns QualityFor the last 3 years or so it has been one disappointment after another with Horchow. Their delivery is very poor, it takes forever to receive items that aren't on backorder when you make the purchase and their communication is incredibly sub par. You call customer service to discuss the situation and no one has any idea what is going on over there, all you get is empty answers or the same old customer service rhetoric. I cant write a review about two specific (expensive) pieces of art that I purchased on Horchow itself which is also bull. These purchases were made back in November 2021 and just recently arrived? No one even let me know they were coming with the deliveries so it's lucky I was home. On the 2 pieces of art title "Hidden Traditions I & II" there is no actual ceremonial mask on either one of these pieces as the description suggests, they are just painted on images that sort of resemble the photos and I feel like this is a gross misrepresentation of the pieces. The photos make it seem like actual masks are involved and so does the description which reads: "Ceremonial masks have been used by African tribes for transcendental purposes for centuries. Featured in the center of the composition, it rests upon a pattern of indigenous symbology and markings". The painted on images look nothing like the photos and secondly they took 9 weeks to arrive, that's nuts. Im super unhappy. And while we are at it, I still haven't received a third order from the same date and not one person can give me a straight answer about where this item is located. Last year I had trouble receiving items art that weren't damaged so I had to return the item, pay for it again (before the 10 days it takes to credit the original purchase) and start the whole ordering, shipping and delivery process over again. This happened more than twice as I recall. 2 years ago I couldn't get the correct items sent to me, they just shipped random pieces I never ordered and then I had to jump through hoops to send back and cancel the order and start over again on those pieces. For a Neiman Marcus brand store this is totally unacceptable. You talk to customer service but nothing is ever done to resolve these problems, it happens so often its sad and Im sure Im not the only one this has happened to. I am completely done with Horchow, they just aren't that special to me anymore. Tip for consumers:Be aware that you may bot get what you ordered, you will never get a decent customer service response, it will take forever to get the item you purchase and it may be the wrong item once its received. Horrible service. Service Value Shipping Returns QualityDoooooooo not buy furniture here! They are fake same item back force 5 time They are just expansive but cheap and damaged furniture, Tip for consumers:do not buy this company !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Products used:LAKESIDE PAINTED Service