Horrible!

Firstly, I love Horchow (Neiman Marcus) and their unique, quality furniture. This review is a bit lengthy, but it may save you a headache and help in your decision.

I purchased a sofa and chair from Horchow recently. The sofa arrived damaged. With my past experience, sofas and chairs are originally packaged in boxes and or crates after being manufactured. I'm going to go out on a limb and say that this sofa and chair were originally boxed and Sun, LLC removed them from the protective box or crate, wrapping each in blankets.

This is what is printed on the Horchow website: "Sun Delivery and their affiliates specialize in "blanket" wrap for heavy and ornate furniture.". I imagine, if you asked why the furniture was removed from the original packaging, Sun would say that they had to inspect the furniture to insure it was not damaged prior to shipping and delivery. If you asked me, I would say the furniture is blanket wrapped so that more furniture can be stuffed in a delivery truck.

So, take it out of the original box and plastic protection and have warehouse workers with probably dirty hands in a dirty warehouse, blanket wrap nice clean, expensive fabric furniture... Brilliant.

The chair I purchased also arrived in a blanket minus the plastic protection. You would think that professionals would at the least cover the chair first with plastic and then wrap it with a blanket. I'm not a professional furniture wrapper or delivery service, but I have excellent common sense. If you are going to blanket wrap fabric furniture and not first protect it with plastic, wrap it in a white blanket to prevent color transfer.

Looking at the chair, I could make the argument that the white fabric on the chair is not as white as it should be, due to blue blanket rubbing against the fabric. I guess, if the fabric isn't ripped or the arms and legs broken, I should be happy it was delivered. SMH

I originally ordered two sofas. I cancelled the order for the white sofa when the estimated delivery date was pushed out 3 months; I have no clue if I would available for a delivery 5 months from now. In hindsight, I probably saved myself another headache; a white sofa wrapped in a blue blanket... no thank you.

According to Horchow, I have to wait 2 weeks to be contacted by the delivery company to schedule the return of the sofa. Now, I have to make sure I am in the city and available for the next 2 weeks. Lastly, I have to wait until Horchow receives the furniture back, before I can get a refund. I have $4443. 44 tied up with Horchow and no usable sofa, due to Sun, LLC's blanket wrap and negligence. BTW. Horchow did offer to send another sofa, if I paid another $4443. 44 and waited for an estimated shipping date sometime in June. Let me think... same shipping company, $8886. 88 out of pocket and delivery maybe sometime in August. Thank you, but no thank you.

I would give Horchow 5 stars for the quality of the furniture, but due to my experience with this purchase, 2 stars is being generous.

For 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.

Hi, guys please don't buy from this store unless you make sure you checked everywhere else because they at least double the price plus their shipping is way very expensive, and their customer service is horrible.
I used to be a loyal customer to them till I found out about joss and main, wayfair, those online stores have 90% of their stuff half price and free shipping and not just those also Amazon and I'm sure a lot more.
Few months ago I bought a mirror after 40% it was $417 with shipping and then I found it in joss and main for $159 so and in amazon for around $170 and of course free shipping, so I contacted them for a price match or return and they refused.
Another thing I want to mention is their horrible customer service, I ordered that mirror over the phone, the 1st woman was so mean and impatient so I told her I will order online and I called again and the other woman was literally screaming at me and she hanged up on me just because I couldn't hear her well, they are the worst customer service
Ever.
Bellow are the link to the mirror in both horchow and joss and main
Http :// www.horchow. Com/Tatiana-Horizontal-Mirror-Mirrors/cprod*******_cat*******__/p. Prod? Icid=&searchType=EndecaDrivenCat&rte=%252Fcategory. Jsp%253FitemId%253Dcat*******%2526pageSize%253D119%2526No%253D0%2526refinements%253D&eItemId=cprod*******&cmCat=product
Https :// www.jossandmain. Com/decor/pdp/talia-rectangle-oversized-wall-mirror-wrlo6813. Html? Piid%5B0%5D=*******&piid=*******

Buyers Beware: (This is an abridged version and does not include all of the frustrations with this order) I ordered a bookcase on sale for $2400 back in July of 2014, and a rug. Rug came and it was wrong, the one in the picture that I wanted, they couldn't even later find for sale by Horchow. The bookcase then showed as delivery date of OCTOBER 16, no mention of backorder. Then, since I paid with my bank account credit/debit card, each week they held that $2400 from Mon. - Fri., then back on hold again Monday. No other company bills you until it leaves on a truck, but for months they held my $ hostage. Then for delivery they give you a day, not a window, a DAY, to reserve until the evening before when they call with your 4 hour window. My first day of delivery I had waited 3.75 hours when they called to tell me they're not coming. 2nd attempt, and day off work, NO evening phone call, and when I finally got someone at 9am, they realized that the truck had missed my house and was on its way to another state. But it would deliver my bookcase on its way back in two days(Attempt 3). Phone call, no now in three days, it took longer in Indiana than expected (attempt 4) - which turned out to be an outright lie, because the next day the call came from the warehouse in North Carolina, where my bookcase was just loaded on to a truck for delivery the next day(Attempt 5). Yep, bookcase arrived about 9:30 at night, hours late, and with NO shelves. (They were left on the dock in NC). Took about an hour and several phone calls to track that down. The kicker - the bookcase is wrong! It has painted decorations on it that weren't in the picture. So they're going to replace it. In another ten weeks. And then, what do they do, they hit my bank card up for another $2400 hold even though they hadn't refunded what was now down to a $1700 bookcase after the they offered a discount for all of their ineptitude. I have now cried on the phone with their reps, missed two of my children's pivotal events, countless meetings, days from work, used favors from friends to cover driving kids, bounced a check due to their account-napping and wasted more time and energy than is humane. And the saga goes on... STILL. Now, they hit my account again, canceled the replacement order and are scheduling to pick up the painted piece. If I could take it all back, I would NEVER order from Horchow! Save yourselves!

Horchow.com

Absolutely abhorrent. Here's my experience.

I ordered four items from Horchow.com.

Item One: A rug. Horchow rep contacted me to let me know that it wasn't going to be delivered until JUNE. I asked why they didn't know this in advance and the rep said Horchow had not been contacted by the issuing company. I decided not to keep the order open. I went on their site today and the same item is listed without a note mentioning that the item is backordered and not available for delivery until June. I highly doubt they didn't know. They just didn't inform me until after I purchased the item. Deceptive, fraudulent. Pick an adjective…

Item Two: In addition to item one, item two, a coffee table, wasn't scheduled to be delivered until APRIL (maybe). Again, I was not informed of this until after I paid for it. I cancelled that and had no further problems, but later found out that Horchow does know that things are on back order and they don't tell you until after you pay for them. (See item one…)

Item Three: An oriental style storage trunk. The photo showed a black lacquered trunk with satin finish gold paint that was vibrant but not tacky. It came with a certificate of authenticity which honestly, I didn't think about until I received the item last night.
What I got: The lacquer on the item was cracked and the bindings loose. In addition, there was a sticky spot in the front corner that smelled like pitch. When I touched it, the finish came right off. The "certificate of authenticity" said "We hereby certify (details of the trunk) is circa 1850-1880. Not that it was a replication, which I know it was, but it was misrepresented. Maybe the wood had sat mired in a bog somewhere for that long…In addition, the photo both online and on paper depicted a satin gold paint finish. The trunk that arrived was so faint that I had to turn on the lights in two rooms just to see the details. It was extremely dull. Extremely.

Item Four: An asian style elephant rug. On the Horchow site, they do not mention that you have to be home to sign for it in person, nor are there directions to consult FedEx.com for further information. The "white glove service" is a sham. The rug was initially delivered on a day I wasn't home. I called Fedex after reading the door tag to see if I could leave a written voucher giving permission to leave the delivery in the front hallway. I was told I had to be home to sign for it in person. The delivery time window? 9 AM - 8 PM. Please note, I am not irritated with Fedex. Horchow's site should have given me a choice in shipping and detailed the conditions of each type of shipping. I should not have had to go somewhere else to find this out, but even if that assumption is ridiculous, there should have been a hyperlink and prompt to check out Fedex for further delivery information. I should not have to assume that I have to go onto Fedex.com. I've done a lot of online purchasing and have never had this issue. Until Horchow.com. The rug was delivered and I signed for it. You do know that you can't open a parcel until you sign for it, right? So I signed for…THE WRONG RUG.

Finally, let me talk about my experience with CUSTOMER (dis)SERVICE.
I had to talk to them a total of four times. The first two times I was making inquiries into merchandise and shipping cost details. The online chat reps were nice and very patient. After all, I was buying things and spending a good deal of money. The third time I had to contact them about the storage trunk (item 3). I was polite and businesslike. My goal was to remedy the situation. The rep told me some info and then severed the chat before I had a chance to respond. Now I know that not only can I see a message saying that the rep is typing, but they can see the same details about me. I was typing (for less than 30 seconds) and the online chat was severed by the Horchow rep.

This happened TWICE! I online chatted again with a Horchow rep today, assuming the previous rep was just rude and an exception. My mother raised me to believe in fairies and nymphs. This last rep that I had contact with online gave me a quick answer to my question about the elephant rug delivery and then severed the correspondence AGAIN before I could respond.

Let me assure you. If I am going to piss someone off, I'd rather do so in person so I can see their look of constipation. I was not dragging things out or nauseatingly repeating what I'd already said.

The telephone rep I last spoke to in an effort to discuss the pick up of the WRONG RUG that was delivered was kind and expedient in her assistance. A diamond in the rough. The final result? I ended up with nothing but have to stay home Saturday so the wrong/mangled items can be picked up, I missed a night of work, and Horchow lost about $2500. I can't say I'll cry over the last part. Here's the info I collected in the process. If anyone else has had a terrible experience with this company - HORCHOW.com - I hope this info will help.

Parent Company: Neiman Marcus
Administrative email to report about your Horchow adventures…
*******@neimusmarcus.com
And finally, just because she was a diamond in the rough, the rep who was polite and expedient even though our interaction was not for positive reasons was named Norma H. If you are dull enough to order from Horchow.com after reading about my experience, I hope to God you are assisted by this lovely woman.
So, with the extra time I have on my hands tonight, I am issuing reports of my experience and disappointment wherever I can. It is, after all, thanks to the doings of Horchow that I have this luxury.