The Horchow Collection

I ordered 3 silver plate flatware sets (of 20 pieces), a hostess set, and the butter spreaders. The name of the pattern was "Plume". It started falling apart as soon as we used it. Literally, it came apart in our hands. I emailed Horchow within the 6 ...

I was looking at some bedding from Neiman Marcus that was really expensive and I started to order it. The order contained one 28" King size coverlet, one King size dust ruffle and 2 pillows. In the middle of ordering it, I checked my e-mail and saw ...

Long story short - their shipping charges are more than ridiculous and shipping service is the worst ever. Long version - We ordered the platform bed, shipping was ~$450. When I pay so much for shipping I expect some accomodation. Nope, not here. ...

I have been trying for over 3 months to get a bed from them. The first one I ordered showed it was available on their website. A week later they call to tell us it was discontinued. We place another order for a different bed. It was delivered 6 weeks later and was broken. We contacted Horchow and they said they would send another one and exchange it for the broken one. Three weeks later a truck comes to pickup the broken one. They do not have the replacement. 4 weeks later the delivery company shows up but they only have the headboard not the whole bed. This is my first and last dealing with Horchow. They can't get anything right. I have since purchased the bed elsewhere and I will not even consider doing business with Horchow again.

I ordered a rosewood sleigh bed from Horchow. The men who delivered said they would not assemble the bed! I'm pretty handy with tools, and I had already disposed of my old bed, but, low and behold, ALL of the fastening hardware was missing!!! I called the shipper, they said they had no idea where the hardware was, so I called Horchow, they said they would send the hardware... a few days later I got two duplicate bags of the wrong hardware, I then tracked down the manufacturer of the bed in North Carolina, they sent the correct hardware, even though they said the bed had been discontinued. I assembled the bed and am happy with it... thumbs down to Horchow, two thumbs up to the bed manufacturer!!!

Found items to be EXACTLY as represented on both the Internet Website and Catalog. Customer Care Representative was very courteous and knowledgeable and was able to give accurate dimensions on luxury bed ensemble. Space permitting, would be helpful if sizes were given both on the Internet and in the Horchow catalogs, since I own a "Super-King" (oversized California King bed). Items arrived well packaged and in a timely manner.

Beware you will not get what you order or the price that you order it. Customer service will not help you they will tell you one thing and do another. Charge you for the for items you never recieved. They will put you on hold and then hang up on you. You can get a supervisors name and they will never be in to assist you. The will eventually elevate to something they call executive services at neiman marcus which I have been waiting over a week to hear from. You will eventually have to call your credit card company to put the charges in disbute. This is the worst online experience I have ever had and will never shop with them again. Keep all paperwork so you can prove what you had agreed to pay.

If you order from Horchow be prepared to work for your purchase.  I ordered 2 bedroom sets in August, 2008.  The first one came with a broken handle on the armoire, but that was the least of my problems.  I found out they lost the second one after my second phone call to customer service.  They should have never found it.  It was cracked and falling apart.  It was not solid wood, but rather pressboard, but they charged as if it was solid wood.  They picked it up and I refused to have it replaced, so I was credited the amount of my purchase.  As for the broken handle on the armiore.  They just emailed me that they can not replace it because the vendor has discontinued making it.  She offered me $100.00 credit.  Now why would I want to order anything from them?!  They charge high end furniture prices for crappy products.

Impossible!!! If they are going to sell high end furniture they should be prepared to answer simple questions such as dimensions. It's taken them 2 MONTHs to tell me the hight from the top of the credenza to the bottom of the hutch so I know my monitor will fit. Also they need to provide more functional pictures on the internet that allow you to see the furniture straight on without a desk chair covering up half the office unit. Even line drawings would suffice! Service agents keep promising they will provide information and never do. Its a shame because it LOOKS like beautiful furniture.

This store makes "free shipping" offers "sitewide*", then adds excessive "additional shipping," and "delivery and processing" charges which no one seems able to justify. A customer care associate explained that this company uses the terms "shipping,"and "delivery" for the same process, but could not explain that if they were all the same thing, only "shipping" was free. Does $68.00 "delivery and processing charges" and "additional shipping charges" (which cannot be waived) seem excessive for an item which is offered at 129.00, and is being shipped within the continental US? Interestingly, This item was manufactured in the phillipines for far less what it would cost to make it in the US,and it seems this company would like to pass on the cost of its own shipping from a country with cheaper labor on to the American consumer. Greed, pure and simple.

I am SO DISAPPOINTED with Horchow. First, five consecutive items have been damaged-all different items! If that wasn't enough, it took so long for any C.S. rep. to figure out how to re-order/re-ship the items-taking at least 30 minutes to figure out...not professional and courteous as you should expect. Second, after spending $9,000 on 2 chairs, a rug and small end table, the chairs were delivered and the fabric was awful-it was CANVAS!!! The table and rug have yet to be delivered although I have been charged on my c.card for two months and I still can't get an answer or returned phone call. Third, I ordered Christmas presents and gave them to my family and found out that the nutcracker candy dispenser doesn't work, and the photo album was monogrammed incorrectly (although the letters were in the right order on the receipt).

This has been a total disaster and I am so disappointed because I love the items as they appear in the catalog!

I would think twice b/f ordering anything.

Absolutely the worst customer service! They sent me the wrong rug, and refused to do anything out of their expense to send me the right rug overnight. Companies like this make me sick. It clearly stated on the packing slip that I was supposed to get a Sefavieh rug in Taupe and Blue, they sent me a rug in an Ivory and Brown color, and were extremely rude when I called to have the correct item sent. They did nothing out of their way to make me happy as a customer. I spent 45 minutes on the phone with them being ping ponged around their office, transfered to 6 different "supervisors," and didn't get a straight answer from anyone there. I can't believe that this company is in business.

Surprisingly I have not received good service from Horchow. Luckily I ordered a few small items as Christmas gifts as a test before making some larger purchases for a new house we are building. Out of 4 items ordered 5.5 weeks ago, 2 were fine and arrived quickly, 1 arrived quickly but was printed wrong, and the last item has not arrived. The day I placed the order online, I called to confirm it but it was still wrong.

The most frustrating part is the customer service phone help. I have called 3 times and they can not give me any answers as to whether I will receive this item for Christmas. They do not offer to find out for me and they cannot give me any details on the status. They will only send emails and say they are waiting on a reply. We have been waiting 10 days for a reply.

I would appreciate if they would say things like "I understand you are frustrated but I will find out what is going on and call you back" rather than "I don't know" and "you should have ordered earlier".

I placed an order for a substantial amount of monogrammed towels through Horchow recently.  When they arrived, the bath towels, hand towels, and face clothes were completely mismatched, as they had come from different dye lots.  I returned the merchandise (which was a painful experience in itself), and decided to give Horchow another chance, placing my order again.  Lo and behold, the next batch of towels had the same problem.  I will never buy anything from this company again.  What a waste of time! 

think very hard before you order anything from these guys. They have horrible, delivery although they charge more than any other store for shipping and handling of furniture.
My items came broken, I wasted all day waiting for their delivery, truck driver was rude and didn't bring items in although I had paid for delivery, he kicked the boxes up the garden stairs and didin't care and ow i have to take another day off of work so they can come and pick this stuff up.
although they have good pieces there is no need to treat people like this once you get their money.