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Houzz Complaints 128

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D
9:57 pm EDT

Houzz customer support

Houzz has a lot of items which are actually being sold by a third party. I wrote to cancel an item almost immediately after ordering it, but as Houzz's website states, they will respond in "three to five days". By the time they managed to have the actual vendor contact me, the item had been shipped. The vendor states I have to pay for return shipping, and it is a very heavy and large rug. If Houzz had decent customer service, this never would have happened. I will never purchase from them again.

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getupandgo2
US
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May 01, 2019 12:01 am EDT

I absolutely agree. I was lucky that I didn't go through with my purchase and avoided a big headache.
Would never buy from them. Too many good online companies to choose from.

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R
rjh2
US
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Sep 28, 2017 3:22 pm EDT
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I too had disappointing experience! I shopped once and will never use houzz again. My experience demonstrates that houzz is not a customer centered organization, but rather hides under layers of inadequately authorized staff that have a narrow window of service recovery latitude. I recommend looking elsewhere than houzz when shopping. Try AMAZON as their vendors have many similar offerings at comparable or better prices and they back up their customer service with action! My 2 cents.
rj

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3:53 pm EDT
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Houzz defective product

I ordered a mid-century modern clock for $80 from Houzz. Turns out it actually came from Bison Office Products. anyway... the clock came and I did not open right away because I was in the middle of a remodel. When I did open the box (-which by the way was perfect. no sign of damage or stress) the clock had 3 bent metal prongs. I notified Houzz and they directed me to Bison Office Products. that's when things got ugly. Bison shut me down hard and fast, as I opened the box outside of their time frame. I understand this but bottom line it was a defective product. (And we are talking a matter of 3-4 weeks. It wasn't months or anything). So I turned back to Houzz who did nothing for me. Not an offer of a partial refund, not a coupon for future purchases. Nothing. Kind of puts you off ordering online. Lesson learned - don't order from Houzz. There are many other online sites I can order from. I just want to get the message out that you are taking a chance on losing money when you order from Houzz. And I would steer as far away from Bison Office Products as you can. The way they handled this situation was almost toxic.

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8:30 am EDT

Houzz customer service

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.

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Ivy F.
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Jun 05, 2018 3:40 pm EDT

HOUZZ. TERRIBLE CUSTOMER SERVICE.

If you purchase an item, be sure you open immediately. I purchased a bird playpen from Houzz. It arrived in January 2018, My house had sustained horrible flooding during Hurricane Irma. The whole downstairs had to be gutted. All of the items in the garages and sheds were destroyed. Our renovation was supposed to be completed in January, however, due to delays associated with the flooding, the renovations were not completed until April. We are still trying to get the furniture, blinds, drapes etc. installed. We put together the playpen, and found it arrived damaged. We contacted Houzz. It took them a week to get back to us, and we had to send them pictures of the damage, and explain why it took so long to open the item. We had to send multiple emails to two separate divisions advising why we took so long to open the item and put it to together.

Houzz, after a week and a half, advised that due to the time it took to open the defective product, they could only refund 20% of the original paid for item, $27.19.

So now, because of them sending a damaged item, Houzz will only refund 20% of the original purchase price, or $27.19.

Buyer beware. These large companies down care about your natural disaster...

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11:20 am EDT
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Houzz outdoor chaise louge

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!

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6:55 pm EDT
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Houzz kleidermode/owner jeremy gunn, cashed a materials draw check, and never ordered the product, never initiated tear out of existing

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.

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2:21 pm EDT
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Houzz mohawk home diffusion area rug

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.

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1:13 pm EDT

Houzz sofa

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

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12:43 pm EDT
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Houzz tk classics clips large size 10 pack, black

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?

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9:57 am EDT

Houzz bad customer service from ordering to shipping

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.

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4:31 pm EDT

Houzz product delivered broken for the second time!

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.

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2:19 pm EDT

Houzz backsplash from supreme surface, indianapolis

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.

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4:40 am EDT

Houzz truly one of the worst stores

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.

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5:06 am EDT

Houzz amish drying rack

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

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5:12 am EDT

Houzz my order is not available!

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!

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11:33 am EDT

Houzz buyers be very aware, or shop elsewhere.

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.

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7:53 pm EDT

Houzz stance crackled table

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 !

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4:15 am EST

Houzz charges

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!

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9:56 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Houzz potential client as scams

My name is Sasha Esquilin and I have been receiving emails from client who have wanted Home Staging service from me. The one client I have spoken to, she didn't seem like a scam at first. She sent me an email about her life and about her husband being a software Engineer and that they were moving from UK to New Jersey. So I was speaking to her for a month. Now the weird part is I have been receiving emails from some other potential client but their story line was the exact same way as my first client I was talking to. Also their husband was a software engineer moving from UK to the US. That's when i started getting suspicious about the email and the person emailing me. They also sent me a check for $5, 230 which was weird because my service is only $900 for the first client. Also the check came from Minneapolis and my clients are from New Jersey. I will attack the email I have received from these clients

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Karine Baudner
US
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Nov 03, 2018 4:16 pm EDT

Same happened to me. Husband is a Software Developer...she works with deaf children...same list of items they already have blah blah. Cheque came by Purolator, from Vancouver ...different Sender name...company is an Alberta corporation number but the address was out of Ontario. All weird.

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tjgholar
US
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Aug 22, 2018 10:09 am EDT

Wow, I just got the same email! The excessive irrelevant details (why even mention the parking space?) and the typos and the awkward phrasing made me wonder if it was a scam. And sure enough, it is. I am so tired of this!

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Houzzscam
US
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Jul 30, 2018 4:56 pm EDT
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I got this today and have gotten them for a couple of years now. They come as a text on my cell always the same story . . . What a waste of time.

“Hi, I'm Mrs. Anita, I got your contact on houzz.com. Kindly email me at: anitaanderson955@gmail.com, I need an interior decorator to do installation and styling (staging) of items we have just ordered in our new apartment we are moving to next month. Thank you.”

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L Sofia
US
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May 13, 2018 6:59 am EDT

Yep, I’ve now gotten two of these emails. I became suspicious when the first one asked if I would accept a certified check. I’m an edesigner who only accepts payments through my website. When I told them that, I didn’t hear from them again. Now I’ve just received a second one. It’s very frustrating trying to run a business and dealing with scam artists at the same time.

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Tiffany Anich Mansito
US
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Apr 05, 2018 9:53 pm EDT

I just received s similar email. Although this one is more detailed I believe I have received around ten of these "fishing emails." I will report this to Houzz but not sure if anything will come of it. Thank you for sharing your experiences.

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Jean Dada
US
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May 28, 2018 3:38 pm EDT
Replying to comment of Tiffany Anich Mansito

Hi Tiffany,
I received the exact same email down to the twins, "lift a pin", items purchased, "soonest"! Her name was "Agnes Rowney" and they were moving to Raleigh, NC. They wanted me to meet their movers on June 9th and have everything placed/staged down to toiletries and kitchen utensils. I became suspicious after I looked up the house they were supposedly moving into and it wasn't for sale. I asked if they were renting or buying the house and they said they were buying. They sent me a check for $4000 and my quote to them was $2500. They wanted me to use the rest of funds to shop for more items for them. When I said I wanted to return their check, because my original quote didn't include my time to shop for them they wanted me to buy them an Amazon gift card to avoid stress on them! There has to be a way to catch these evil people.

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Hailey Shupp
US
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Mar 29, 2018 8:38 pm EDT

This same thing just happened to me! Almost identical. People are so horrible.. Im glad I found this website!

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OnceBittenBitesBack
Hesperia, US
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Oct 23, 2017 11:24 am EDT
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Here is the most recent "potential client" message from Houzz last Monday:
"You have a new message on Houzz

From: Nancy Heneman
To: lynli Home Staging and Design
Date: last Monday at 11:52PM
Contact Name
Nancy Heneman

Project Location
Staten Island, NY 10304

Phone Number
[protected]

Message
Hi, I'm Mrs.Nancy Heneman, I got your contact on houzz.com. Kindly email me at: nancyheneman@gmail.com
I need an interior decorator to do styling (staging) of items we have just ordered in our new apartment we are moving to next month. Thank you."

I emailed a response to this inquiry and have yet to receive reply. The phone number is comes up as Idaho, which may not mean much but adds to my suspicions. Watch your back and your bank accounts out there, fellow stagers!

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Intuitive Biz Coach
US
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Oct 22, 2017 12:28 am EDT

Whatever you do, DO NOT, I repeat, DO NOT cash any checks.
This is a check cashing scam!
Your bank may gladly cash the check but when it finally comes back to them,
YOU will be responsible for the money!

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OnceBittenBitesBack
Hesperia, US
Send a message
Sep 08, 2017 9:06 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I am a stager too, and the inquiries via Houzz have been suspicious. If you have not done so, please post this to ASHSR and RESA and other stagers' associations so we spread the word and help each other avoid these scammers. My actual grievance is with Houzz and it's Pro-Plus program.

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Sherrie Yarborough
US
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Aug 08, 2017 9:34 am EDT

This is happening to me today from a lady named Carolina Lucas and her broken english and full details as shown here is the same MO. This is a scam and they should be ashamed.. Thanks for posting this it helped me.

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4:31 pm EST
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Houzz wooden floating hourglass

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"

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4:02 pm EST

Houzz nightmare of an experience with houzz

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!

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Overview of Houzz complaint handling

Houzz reviews first appeared on Complaints Board on May 26, 2014. The latest review Houzz Pro was posted on Feb 19, 2025. The latest complaint Contracted with beautiful spaces llc for the purchase and installation of cabinetry was resolved on Jun 15, 2019. Houzz has an average consumer rating of 1 stars from 132 reviews. Houzz has resolved 2 complaints.
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  1. Houzz Contacts

  2. Houzz phone numbers
    +1 (650) 326-3000
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    +1 (917) 723-0627
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  3. Houzz emails
  4. Houzz address
    285 Hamilton Ave., 4th Floor, Palo Alto, California, 94301, United States
  5. Houzz social media
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Houzz Category
Houzz is ranked 5 among 371 companies in the Furniture Stores category

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