Horchow
Reviews and Complaints

Not the cheapest website, actually. I don't know why people chose it. There are other places with the same products that cost less expensive.
But let's speak about my case. I ordered an incredibly beautiful bedding set in red. I fell in love with it and lost my mind. It was also very expensive (and a little bit later I found almost the same set on a different site and it cost there twice cheaper). So two days later they sent me an email stating that all of the items from the set were unavailable, however, they refused to refund which was very strange. hey only offered to choose another one and pay the difference or to use their store credit. No doubts, they have many beautiful things on the website, but I wanted the definite one and I paid my money for this exact set, I like the other ones too, but I don't want them. And I am sure I had the right to get my money back. They just found a million of excuses not to do it.
Anyway, sooner or later they will do it, because I am gonna chase them.

I bought a rug from this store and it was quite an expensive one - paid over $1000 for my rug. Since this store Horchow was so expensive I was expecting high quality but when I received my order I was extremely disappointed because it looked nothing like pictures on their site! Colors were different and texture was terrible. I would never pay that much for such a terrible rug. I tried to return it but they refused to accept it back and give my money back. Then I told them that I'm sending it back anyways and their rep said that I can do everything I want but they will not give my money back. This was the worst online shopping experience ever! This store is just a scam, they should be out of business!

I ordered a deluxe spa towel set from Horchow on-line, using a BRADSDEAL coupon. The order process was great. The towels were delivered fast. They were wonderful, but one towel was badly pulled. I called customer service and explained that I had ordered the towels for guests who were arriving next week. They said their exchange process required the merchandise be returned before an exchange, so I returned the defective towel the same day the order was received. Two weeks later, I received a e-mail that they had credited my account for a REFUND. I called customer service and they said they had to issue a credit before they could send an exchange. Not to worry, I would receive a new towel by 11/21 ... nearly a month after I placed my order. I asked to talk to a manager and inquired about returning the whole order because I was not pleased with their customer service process. The manager agreed the process was not good, but employees had to follow it ... their hands were tied. She could, however, expedite shipping so that I would receive the exchange in a few days. Wanting to avoid packaging and delivering yet another package to the post office, I agreed to wait for the exchange. If I'd been dealing with Kohl's, Amazon, Shop NBC, HSN, QVC or so many other wonderful on-line sites, I would have gotten my exchange expedited to me the day I reported a problem. These sites value their customers satisfaction and would not have held me hostage for a $15 towel. I prefer to deal with sites that excel in customer satisfaction and respond quickly to problems with their quality control. Horchow is not one of those sites!

I have been ripped off and certainly will NOT be shopping at Horchow ever again! In short, I ordered a set of armchairs for which I paid $999 ($1179 with Delivery and Processing). Upon receiving the merchandise, I opened the shipping package to find, to my utter dismay (and shock, quite frankly), that each chair had an attached T.J. Maxx pricetag listing their individual prices as $199.99 (with a "Compare At" price of $375...that would have been a steal to what I paid, sucker that I am).

I purchased these chairs assuming I would be receiving quality furniture worthy of the price (and name) and instead was hoodwinked into purchasing ridiculous knock-offs and paying just shy of 3 times what I would have paid if I'd driven down the street to my local discount store.

I contacted the customer service department and they were just all baffled confusion and simply couldn't understand how such a mistake happened ("perhaps they were mismarked", etc.). Unfortunately the pricetag describes the chair in the same manner Horchow does online. This cannot be a case of mismarking, so does Horchow now buy merchandice from T.J. Maxx, mark it up, and sell it to the (apparently gullible) public? They offered to pick up the chairs and I'm ONLY out the $180 it took to ship the crap to my home (they graciously won't make me pay the $125 return fee). What a bitter lesson to swallow.

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 that Horchow (a sister company of Neiman Marcus) was having a sale with 20% off their entire web site. So I immediately went on-line to Horchow because they carry the same merchandise as their sister store Neiman Marcus and sure enough the entry portal advertised 20% off the entire site on February 18th until 6:00 pm Central Time. So I started ordering the very same merchandise and entered my "promo code" to get the 20% off the merchandise, but when I went to checkout, all of a sudden there was a $175.00 delivery and processing fee. I was sure it must have been a mistake so I went back to the Neiman Marcus site and ordered all the way through and the Delivery and processing fee FOR THE SAME MERCHANDISE WAS only $32.00. What a rip-off. Horchow makes as if they are giving you 20% off, BUT THEY ARE CHARGING YOU $143.00 MORE TO SHIP YOUR ITEMS FROM THE SAME WAREHOUSE. I have shopped with both companies for many years and I could not believe that Horchow was trying to rip-off the consumer that way with times being as bad as they are all over the country. HOW UN-ETHICAL! Because you can go on-line and talk to "a real person" from the Horchow website, I decided to do just that and see how they could justify this additional charge. Below is my on-line chat with their customer service representative Stephanie Myers:

info: A Horchow Customer Care associate will be with you momentarily.
info: Thank you for contacting Horchow Online. My name is Stephannie Myers. Please stand by while I research your inquiry.
Stephannie Myers: May I have the item # please?
Pam Levitt: NMS09_H2K6S, NMS09_H2K6P, and NMS09_H2k6x
Stephannie Myers: One moment please while I research this for you.
Stephannie Myers: May I have the Horchow Online item # please?
Pam Levitt: HCS09_H2KN0, HCS09_H2KMZ, and HCS09_H2KML
Stephannie Myers: Thank you.
Stephannie Myers: We apologize for any inconvenience.
Stephannie Myers: Although Neiman Marcus Online and Horchow Online are the same company they are separate divisions and shipping charge and item prices vary accordingly.
Pam Levitt: What does that mean? You are going to charge $143.00 more for Delivery & Processing in order to get the 20% discount?
Pam Levitt: Are you trying to say that the same items costs $32.00 to ship from one store and $175.00 to ship from another store? Are you kidding me?
Stephannie Myers: The items do not ship from a store they ship directly from a warehouse, however Horchow Online arranges their shipping charges differently from Neiman Marcus Online.
Pam Levitt: Well Stephannie I know that you are probably just typing what someone wants you to type, but you know that this is just a rip-off and if Horchow is not willing to "honor" the same shipping charges as their sister store Neiman Marcus, which is the ethical thing to do, then I feel that I will need to announce this un-ethical practice to as many on-line shopping blogs as I can find, and given that my son is a web master, believe me, that will be a lot of blogs!
Stephannie Myers: I am sorry for the delay. I will be right with you.
Stephannie Myers: Thank you for your comments. Please be assured that they will be passed along to the appropriate department. We know that they will be most interested in your opinion and observations regarding the site.
Pam Levitt: No problem, they will be able to read it on-line very shortly.

About 20 minutes later I went back on-line and tried ordering without the 20% promo code and the Delivery and Processing fee was now $225.00! So the consumer not only doesn't get the 20% discount, they are paying $193.00 more to ship the same products from the same warehouse! Remember the Delivery and Processing fee from Neiman Marcus for the exact same product, from the exact same company was $32.00! (You can read above where the customer service representative admitted that they were the same company.)

As you can see, there was NO JUSTIFICATION for their additional charge other than they think they can trick the consumer and that no one will know. Especially in these economic times, consumers need to stick together and boycott companies that try to rip us off. That is exactly what HORCHOW is trying (and probably succeeding) in doing to everyone who orders from their company. TELL ALL YOUR FRIENDS TO BEWARE OF THIS TRICKERY AND FALSE ADVERTISING. THOSE ROMANS HAD IT RIGHT--"CAVEAT EMPTOR" (LET THE BUYER BEWARE!)