Houzz
reviews and complaints

Houzz has provided the worst customer service I've ever experienced. The department was unresponsive to calls & emails for days. When contact was finally made with a specific customer service rep there was no follow through on the issue. After weeks of attempting to contact customer service, Houzz took it upon themselves to close the case/complaint without my knowledge.
Houzz can be a great resource for ideas but do not purchase producs through them. There are better deals online with companies that do provide excellent customer service.

I bought an outdoor chaise lounge that started splitting rattan strands a week after I received it. Was told I needed the "original" box to return it? I always save boxes for everything I buy 🙄, not!

The seller finally agreed to me obtaining other boxing (no easy feat) and then sent me a return label (which expired as I looked for boxes) and refused to issue another as I was "outside the return window". Maybe because I spent two months arguing with them?!? Never again!

Jeremy Gunn, owner of Kleidermode LLC, was contracted by me to replace the countertops in my condominium with granite, in August 2016. Jeremy Gunn accepted and cashed a $4000 materials draw check in Fall 2016, and never placed the order for the granite countertops. Jeremy did not begin any tear out of the existing counters. No work was completed and no granite was ever ordered. I have an inspection report from a licensed home inspector verifying 0% work was completed, and there is no granite in the condominium. Jeremy has been repeatedly asked to reimburse the $4000 materials draw check to me. Jeremy refuses to reply to all inquiries.

On June 8, 2017, I purchased from Houzz a Mohawk Home Diffusion area rug based on the colors portrayed on the Houzz site. When the rug arrived, the colors were not similar. The colors on Houzz looked like a dark brown, light teal blue, and cream with a little navy blue, black and rust. What I received was mostly navy blue, mousey medium brown, rust and the teal blue was more green. I will submit a photo of the rug I received and a photo of the insert provided by Mohawk in the product therefore, the colors are true comparisons from the same camera. Houzz requested photos and I sent them. Even the photo on the Mohawk insert into the rug was not the same as the colors in the rug that I received from Houzz. I returned the rug and had to pay s/h that was 15% of the purchase price. When colors are misrepresented, then the distributor, or Houzz in this case, should provide a full refund including shipping and handling. I shop a lot online and have not had trouble with any other site with returns. I will not shop on Houzz again and I encourage others to protect themselves from future frustrations by avoiding Houzz and their terrible customer service.

I ordered an expreso left arm facing sofa revived black color.The driver took it back.I called every day was put on hold than disconnected.I went to bank and disputed charges.My bank tried to work with customer service but they put her on hold and disconnected.I filed the dispute and Today July 11 I revived an email saying that I will get 1/2 price of my sofa back.I think this is illegal it was your error I needed brown not black sofa .Wrong color was sent I am punished for it?I hired an attorney and Ian contacting all unhappy customers and we will see what else we can do yo your scam company.You discriminating me because I do not speak good English, your customer service threat me like they do not understand me put me on hold and disconnected.We will (all unhappy customers)file a group lawsuit we will complaint to general attorneys BBB.Have a grate day

Contacted customer service to say that vendor had sent the wrong size clips, which hold together the 7 piece outdoor wicker furniture set we ordered at the same time. The clips were sent on or about April 16-23. The furniture wasn't sent until approximately May 16, so we didn't know they didn't fit until we assembled the furniture. The young lady at Houzz customer service was very helpful, and explained that the vendor had a 30-day return policy, but I explained we didn't know the clips didn't fit until after we had time to assemble the furniture. She said she had contacted them and that I should be hearing from them. That was about 10 days ago. I got on the internet this morning and looked up my account with Houzz, and there is a cryptic message, from Homesquare saying "RE: Return Request of Order [protected] on Monday." Which Monday, last Monday or this coming Monday? Also, what about the substitution of "medium" sized clips as we have requested?

Ordered an item on 5/25/17. Was pending until I emailed them on 6/7/17. Although designated window was 6/9/17-6/23/17. It supposedly shipped on 6/9/17. Tracking info didn't update. Contacted Houzz on 6/13/17 and rep couldn't get a hold of either shipping company CEVA or Lounge LA the vendor.

So today I finally get notified by CEVA, they don't have my item either. So basically Lounge LA stopped replying to me and Houzz still hasn't gotten me any updates. So at this point- 3 weeks later after they charged me, no one can tell me where my item is.

I ordered this medicine cabinet two months ago and it arrived with the mirror cracked and chipped. After sending photos of the damage to HOUZZ, I finally got someone in customer service to agree to send a replacement cabinet. Imagine my intense frustration when it, too, arrived with the mirror chipped and broken. I didn't even have to open the package completely -- shards of glass (as you can see in the photos) were strewn on the first protective cardboard layer.

Houzz must figure out -- at no cost to me -- how to deliver a third replacement medicine cabinet with the mirror pristine and intact.

I saw a backsplash that I fell in love with on your Houzz website and was told I had to contact the seller, Supreme Surface. I did after much difficulty get in touch with Tom Munro. At first he was helpful, although sometimes after contacting their office I would not hear back. Finally, he called when I was home sick back in January. I reached out and called him back and described what I wanted. Okay. After sending him pictures of my kitchen and sizes and going back and forth finally I ordered the backsplash. I paid for it on my credit card and was also billed for shipping to my home which was an added cost, but I didn't mind. I liked the product.
After paying and not hearing I contacted Tom again and was told he was on vacation. another one was it was about to be shipped the next day. After another week or 10 days nothing so I had my husband call him. He was to get back to us regarding shipping but never did. I contacted my credit card and informed them I had paid but never received the product. They looked into it and never got a response. I have been credited the full charge. That really isn't the issue though, how does someone do business like this? I am very disappointed in this company and really liked your website. You might think twice about letting them advertise with you. They are not reparable to do business with.

I am still looking to purchase this backsplash but now must start from scratch. I do not wish to do business with this company.

This was my first experience with Houzz and everything went down the hill. I bought a couch from them and waited patiently but quite a lot of time passed and there was no sign of my order. Customer care guy said that there was nothing to worry about.
Another week passed and then I received a message from Houzz where they asked me to leave a feedback about how I liked the couch. I contacted them and explained that I wasn't able to rate anything because I haven't received my order. They just said ok and no action was taken.
After few more weeks of waiting I cancelled my order. I will never deal with them again, truly one of the worst stores out there.

placed an order with your company and waited one month for email... no product then went to website and order only to find out problem with card. straightened that out and reorder and told you to cancel first order...you sent me 2 items and never notified me by email of either. What type of company do you people have? No customer service number, no way to reach you? I sent one of your messages and never received anything back..I'm sure since I sent one item back I will have problems with you now double billing me. Will NEVER order from your company again! Two order #s; [protected], also [protected] . Your company has also chosen NOT to send a packing slip so I have no idea which one I kept and which I sent back. Will definitely NEVER order from your company again. Rita Morey

Do not order from Houzz, you will regret that!
I bought something from them and paid the full price for my order and later I even received a payment confirmation.
There was no tracking number but when I contacted Houzz support they said I'll get it later. One week passed and nothing came so I contacted them again and heard the same promise.
Instead of sending me a tracking number they simply cancelled my order. Their rep said that it was no longer available and promised a refund but that was nothing but lie. Please, do not buy from them, these people are cheaters.
They said that they'll contact the manufacturer and ship my order later, but I don't believe them. They can't even tell when will that happen! I am so disappointed with these guys!

Without going into too much frustrating detail...We bought a beautiful blue carpet, called Coral Reef. We read the details. Took a close look. (Only one photo, but it could be magnified.) The carpet arrived in a timely fashion, but it was an ugly green.
Now they did say it was not returnable...but come on...we bought Blue and got Green!?! This is NOT right. After phone calls and emails. Their solution was a 10% discount, on a carpet that was nothing close to what we wanted. We were willing to absorb the shipping cost of 80 dollars to send it back...but they wouldn't go for that!
Horrible business practice. They obviously don't care about customer satisfaction.
Buy at your own risk...and good luck. We will never deal with this company again.
Fortunately our lesson was only a couple of hundred dollars, it could have been much worse. ...and that's all I have to say about that.

Puchased this 1.000 dollar, 300 pound table through Houzz in July 2016. They offered free delivery. It was free alright. Fed Ex came and dumped it on my front lawn. 300 pounds ! I hired a glass company to bring it inside and assemble. The table is just for decor----it is not sat around----only one light object sits on top. After a few months I noticed a crack developing from the edge, moving all the way across the width of the table. I notified Houzz and sent pictures. They gave me nothing but push-back. After many weeks they were able to get the vendor---Wholesale Living in California---to replace it. But again, they only agreed to dump it on my front lawn. DO NOT purchase through Houzz. They are a clearing house. There is no accountability or customer service. Purchase directly from a vendor that will deal with you and make things right. Now, I have to hire someone to move the replacement table into my home AGAIN, assemble it AGAIN, AND remove the defective 300 pound table. Great way to treat a customer that spent 1, 000 bucks at your business. RUN !

I received my order in a timely manner and was pretty satisfied with my purchase. About one or two weeks later I got billed by Houzz and they charged me without my permission. I contacted their customer care service and they said that they'll contact me back later with further instruction. They said that was an accident and assured me that there was nothing to worry about. Well, I'm super nervous and worried, because a lot of time passed and I still have no information about my refund. The worst thing is that I can't reach Houzz customer service! I think I was scammed and these people simply stole from me and never planned to return my money. Please, don't buy from this terrible store, they are not to be trusted!

Good morning I am not sure if you will read this or not, but really hoping so! My Mom ordered a floating hourglass from the Houzz website. My 79 yr old Mom put a lot of effort into picking the perfect one our for our 30th Wedding Anniversary which is Jan 1st Our gift arrived and it was broken, beyond repair. My Mom contacted Houzz customer service and they requested pictures which we sent immediately. A replacement was ordered, that shipment didn't even make it to us, it was intercepted and sent back by FedEx as damaged. Again my Mom contacted Alison in customer service. The 3rd floating hourglass was ordered as a replacement and we received it yesterday, AGAIN completely broken. I called my Mom and said "You won't believe this, broken again!" No where on the box does it say "glass" or "fragile" the packaging is thin for the item. I can send pics if you like. I feel so bad as my Mom was so excited for us to receive this gift 😢 She told us she looked at a lot of hourglass items but this one meant the most. She was told it was a 60 minute hourglass, Jan 1st was our 30th Wedding Anniversary she thought well there are 2 of us 30 plus 30 equals 60 ☺️ So sweet ❤️ So my Mom was of course upset when I called her yesterday to tell her the bad news again. This morning I started looking for a way to get in contact with your company. I would think you would want to know about extreme cases like this! Obviously the vendor your company is dealing with is not packaging and shipping items or at least not this item correctly. I hope you read this message and respond. My name is Kay Hoffland [protected]
Thank you for your time

"A goal without a plan is just a wish"

Had the most awful experience with Houzz.

Ordered a sideboard which arrived damaged. It took them over a month to pick up my damaged piece of furniture due to their representative providing both myself and the delivery personnel with the wrong ID number for my case. Delivery personnel ended up in Westchester while I'm in NYC, contacting a person who never requested a pick up.

After several ignored emails to the representative, I started a charge back. My bank then got hold of "evidence" of houzz attempting to pick up furniture (before the ignored emails) and cancelled the chargeback. Called for several weeks to get a refund for a piece of furniture I no longer have, still keep getting the response that they can't refund because of a charge back. “Once the bank processes we will be able to refund you” - the chargeback has been cancelled for three weeks now! I wanted to send them the letter from the bank, proving that the chargeback is cancelled, they refused and insisted on taking care of it themselves.

Received furniture in October, got it picked up mid November - it is January 11 and I am still charged for the furniture. HORRIBLE CUSTOMER SERVICE, NIGHTME EXPERIENCE! Steer away! Chances are, you can find the same piece of furniture elsewhere, with no problems and cheaper!

I have ordered an item from www.houzz.com and it arrived even faster than I expected. When I opened the package I found out that my item had a small defect. It was nothing special so I decided to forget about it.
About a week later I decided to order something else and when I went to their website I saw that the item (which came damaged) was on sale!
I decided to give it a try and contacted customer service. I explained the situation and asked them to refund the price difference. The rep I spoke to became very rude and impolite and refused to give my money back.
Lesson learned! I will not buy anything from Houzz again.

I can't get my order! I was supposed to get my order a long time ago but they are always moving my ship date! It is impossible to get a refund and they refused to cancel my order! I don't want to wait any longer. I can order the same product from another company, but I first I need my money back! I'm very disappointed with Houzz, they seemed like a trustworthy and reliable company, but they are just another scam! Never again!