I was very unhappy with the service! Nasty consumer service agents. When got a wrong product and tried returning I wasn't issued the full refund for my purchase, when I chatted with someone I didn't get a response, after waiting extremely long they advised my that this is due to "other charges" which they charge, but don't refund... I tried calling multiple times and the agent just knocked off the phone. They first told me I'll be getting some more credit, which I never got... I wouldn't advise anybody to use Horchow or Neiman Marcus at all. I can only say how corrupt the entire management is. Date of experience: December 25, 2024Worst 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 Shipping Date of experience: June 26, 2023I 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 Shipping Date of experience: July 12, 2023I 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 Shipping Date of experience: January 2, 2023I ordered a capiz shell light fixture from horchow, it is a very delicate material and they only wrapped it in a single layer of bubble wrap, leading to "scallops" cracking or breaking off where the box must have made contact with something. I am using clear masking tape in about a third of the circumference of it to keep it together and hoping for the best. The only reason I'm giving 2 stars instead of 1 is when I called they offered me $75 refund (of $205 to purchase) when I indicated I still liked it and wanted to keep it, hoping to avoid shipping hassle. I'm not sure if an electrician will be willing to install with the tape or how it will look with light on once installed yet...hoping for the best. I would suggest avoiding buying delicate items or anything capiz shell material, they really cheap out on proper packaging Tip for consumers:They do not allow reviews on their own site. RED FLAG. Products used:Scallop flush mount light Service Value Shipping Returns Quality Date of experience: March 23, 2024I 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? Date of experience: June 11, 2022Ordered 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. Date of experience: February 8, 2023I 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 Quality Date of experience: December 28, 2022I 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 Returns Date of experience: September 1, 2023I 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 Returns Date of experience: September 15, 2023I 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 Quality Date of experience: June 16, 2022Watched 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 Quality Date of experience: January 27, 2023This 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 Quality Date of experience: January 6, 2022This business is garbage and hopefully they will closed down because of this next recession. My bed was two months late I called the lady waited on the phone for 30 minutes only to have her hang up on me.Do not ever buy anything from this company unless you just want to give away your money Date of experience: April 27, 2020Impossible 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. Date of experience: March 6, 2021Not very often do I go out of my way to leave a review. I purchased some very expensive bedding. Which just doesn't merit the cost. It isn't wearing well at all and it's in a rarely used guest room. The primary reason I will never shop with Horchow ever again, is the return fee they charge... almost $11.00. Considering their HIGH PRICES it is very offensive to me as a consumer. I will take my business elsewhere. Date of experience: March 31, 2017Is 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 Quality Date of experience: October 25, 2022If I stop anyone from using them then this is worth it. Do not order furniture! I had to return a chair that was delivered broken. I am still waiting now six months later for the chair. I have exchanged countless emails and continue to get the run around. The customer service is very poor and they keep giving me the names of different contact people. I keep getting told that the order is being processed! Please do not use! I wish I had reviewed them online there are countless stories like this. Date of experience: March 10, 2014Ordered a Corsica king bed. Supposedly Ralph Lauren brand merchandise. It arrived with "Made in China" stickers all over it. Looks and feels more like plastic than wood. Very disappointed with the quality of this purchase. Would not recommend this piece of Horchow merchandise at all. Date of experience: November 11, 2012Company 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. Service Date of experience: January 29, 2022I purchased 2 sets of Godinger Stainless flatware in Sept 2019. When I opened the box to use at Thanksgiving, one teaspoon was badly scratched so I sent it to Godinger for replacement as their warranty says they cover original defects. Still haven't heard from them so I contact Horchow customer service who told me their policy was 45 days and there was nothing they could do. Never offered any other assistance. I recommend not to do business with a company that will not stand behind the vendors and products they sell. Very poor customer service! Date of experience: January 19, 20202 out of 3 orders took sssoooo long, then only to receive emails that they would take even longer (over a month longer). So I cancelled them. 1 order worked ok on the "quick ship" - still had to wait 4 to 5 weeks (not so quick). Once they delivered, only 1 out of the 2 chairs actually made it. The other chair was LOST!?!? Who looses a $1,4000 chair? After many calls (all over the place) and 2 more weeks later... the other chair arrived. No more. What a hassle for such expensive items. No thank you Horchow! Date of experience: September 15, 2016I 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? Date of experience: September 1, 2020Horrible service! I made the mistake of purchasing a mirror from them, and it arrived completely damaged. When I called them to get a discount on it, they said they would only credit me if I actually paid to have it shipped back! Stay away from this site! Date of experience: September 2, 2013Horchow is a scam! I ordered a rug in November. I was charged for it in early January. By mid February, it has not been delivered. I call every day and they tell me it left the warehouse and is with their delivery company. The delivery company has told me that they will deliver it, but then simply do not show up. They also told me they were not delivering it because it was damaged. I have asked customer service for a reimbursement on my credit card ($3,300) and they tell me they cannot reimburse because the product already left their warehouse?! So now I am $3,300 shorter and yet have no rug. Date of experience: February 17, 2014