Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Houzz Pro for what I believe are unfair, deceptive, and predatory business practices. The company claims I agreed to a 12-month, $4,800 contract for their service following a free trial. I have no recollection or knowledge of agreeing to such terms, and I never used, needed, or intended to use the service.When I contacted Houzz Pro to correct the misunderstanding, they refused to cancel the service or issue a refund. They insisted I was bound for 12 months and there was nothing they could possibly do. This level of inflexibility, combined with a lack of meaningful consent or clarity, is unacceptable and legally questionable.1. Houzz Pro never obtained clear, informed, affirmative consent for a 12-month financial commitment. There was no moment where I agreedeither in writing or through an active opt-into be charged $4,800 over the course of the year. Automatically rolling over a free trial into a multi-thousand-dollar obligation without such consent is a textbook violation of *** standards for negative option billing.2. While a free trial is a common and lawful marketing tool, luring users in under the premise of free access and then binding them to hidden long-term contracts is deeply deceptive. At no time did Houzz Pro:Provide a clear and conspicuous disclosure of contract duration or total cost Offer a pre-expiration notification before the trial converted Secure my express permission to enter into a paid commitment Make cancellation clear and accessible These omissions render the transaction procedurally and substantively unfair.3. Houzz Pros conduct potentially violates:Federal **************** Act, Section 5 (unfair and deceptive practices)Restore Online Shoppers Confidence Act (ROSCA), 15 U.S.C. 8403 (requirements for express informed consent and easy cancellation)

  Business Response

  Date: 07/15/2025

  To Whom It May Concern,
  
  We are sorry to hear about the frustration that the professional is facing. Per the terms of the contract, early termination is not available. All of our subscription terms are for 12 months. We display this on the trial page as well. The professionals account has been marked for non-renewal, and the last date of their current contract is 4/18/26. If they have any questions, they may reach out to their account manager. 
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:07/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bathroom vanity that was pictured as a completely different color in on the website than what arrived. I contacted the merchant and they offered me a $100 refund that I accepted nearly three weeks ago, and theyve never issued the refund or responded to any of my follow up inquiries.

  Business Response

  Date: 07/11/2025

  To Whom It May Concern,
  We are sorry that the customer received an item that was not as expected. We have since processed the discount to the customer. If they have any questions, they may reply to our email or reach out through *******************************. 
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to express my concerns regarding my experience with Houzz *** services. When I initially signed up, *** ******* was very persuasive about the benefits that I would receive from the service, and I chose to pay for the entire year. However, I did not renew my subscription, and I did not receive any follow-up calls or communications from *** regarding renewal, despite being set up for automatic renewal. Since I closed the credit card I provided, Houzz was unable to process the auto-renewal. During the *** Services timeframe, I did not receive any communication from either *** or Houzz, which has left me feeling as though I did not gain any value from this service. I want to clarify that I did not dispute the charges; I simply chose not to renew my subscription. I recently received a notification that my account may be suspended due to non-payment, but I believe its important to note that Houzz offers a free account without the *** services. Given that I feel the *** services did not meet my expectations or provide any real benefit, I question the necessity of being charged for these *********** was mentioned that I was sent one email about renewal, while I understand they have an automatic renewal policy now, I believe that more proactive communication would have been beneficial. It seems there are gaps in communication when it comes to notifying clients about renewal options. If they knew the product was great, *** should have been on the phone with me with the same vigor he was for the initial sign up. I kindly request that my account be reverted to its original status and hope that this situation can be resolved amicably. Thank you for your attention to this matter.

  Business Response

  Date: 07/10/2025

  To Whom It May Concern,
  
  We have records indicating that a renewal notification was sent to the registered email address on 4/27/2025 with the subject "A Note About Your Houzziversary + Plan Changes". This communication was in line with our Terms and Conditions, which the professional agreed to upon signing up with Houzz and complies with all applicable laws and regulations. If the professional has any documentation showing that they requested to cancel 30 days prior to the renewal, please contact us directly, and we will be happy to send it to our leadership team for review. The signed agreement includes authorization for automatic renewal and does not allow for cancellations after it has been renewed. As such, the remaining balance on their account is due, and we will proceed with our standard collection processes if necessary. We truly value the professionals business and are here to help with any questions they may have moving forward.
  
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this furniture was ordered and delivered with a white glove shipping charge. I have emailed Houzz repeatedly, called, and left messages for supervisors. The furniture did not work out and I requested a return. Houzz is charging a return shipping fee. It took them three weeks to finally schedule the pick up, the floors were damaged inside my house and there has still not been a refund given for the furniture itself. This furniture was picked up almost 2 weeks ago now. I cannot get any response from Houzz. I have not gotten my refund. Houzz just holds the money

  Business Response

  Date: 07/02/2025

  To Whom It May Concern,
  We are sorry for any inconvenience that the customer may have experienced with this order. We have since been able to connect with the customer to process their return. Please note that Houzz has waived the return fee associated with this return. Should the customer have any questions, they may reach out to us through *******************************. 
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband purchased lights from this company, but the package never arrived. We decided to buy the same lights from another company because they didnt answer our calls. After a month, the lights arrived, but we returned them because we didnt need them. We paid to ship the package, but they refused to refund us because they claimed they never received it, which it doesn't make any sense because we put that packet by ***, Im angry because theyre working on business while still refusing to help customers. I also noticed that the managers responses to customer complaints are automated. So, theyre not solving anything. (all they are saying is "we sorry, we sorry"

  Business Response

  Date: 06/25/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. Unfortunately, as the return tracking information was not provided, we cannot confirm that the item has been returned and cannot process the refund. As the customer used their own return label, ********************** has no record of the return. Should the customer find the return tracking receipt, they may reach out to us through *******************************. More information can be found at ******************************************************************.
  
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23474535
  
  I am rejecting this response because:
  

   

  They have terrible comments on their website that they tricked people all the time, there's no way that they said that, we have our case number they are refusing to send our money back
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/30/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. Unfortunately, as the return tracking information was not provided, we cannot confirm that the item has been returned and cannot process the refund. As the customer used their own return label, ********************** has no record of the return. Should the customer find the return tracking receipt, they may reach out to us through *******************************. More information can be found at ******************************************************************.
  
  Sincerely,
  The Houzz Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23474535
  
  This company is a scam
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed 12 month contract on November 13, 2024. 7 months into the subscription we have received 0 legitimate leads. Only 11 leads total, and they were all spam. We pay $599.54/month with legitimately no return on investment. The company refuses to allow me to speak to any managers who can modify the contract. This experience is not unique, but it seems standard playbook for Houzz Pro to entrap customers in non-legitimate marketing. They advertise the service as a lead generation tool and marketing, however classify themselves as a tech company to avoid having to fulfill their sales promises. My small company is being held hostage paying for a service that is not being fulfilled. I have spoken on the phone with my account manager, ****** *****, and my sales associate, ******** ***. I have spent over an hour on the phone trying to resolve the failure on Houzz's side. Both have verbally admitted that they understand why i am dissatisfied but they are unable to adjust the contract. Beyond that, they also record all calls and continuously reference that in an attempt to intimidate me from pursuing further actions. Via email, they are equally unwilling to escalate my complaints. The only way to rectify this is to release my firm from the contract. Request transcripts from Houzz to verify false advertising.

  Business Response

  Date: 06/16/2025

  To Whom It May Concern,
  Thank you for your feedback, and we apologize for any trouble you have experienced. Someone from our team has since been in touch with you directly to help come to a mutual resolution. If you have any questions, please feel free to reach back out to our team.
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The merchant listed an item online and priced it incorrectly. When I questioned them, they tricked me - told me to wait to order it and they would honor the price but had to make a correction to their system - they raised the price and then sent me a message saying they would not honor the previous price now that the system was corrected

  Business Response

  Date: 05/27/2025

  To Whom It May Concern,
  
  We are sorry that we were unable to honor your request. Unfortunately, this was confirmed to be a listing error. Please note that errors to prices will be corrected when discovered. We reserve the right to correct any error, inaccuracy, or omission, and to retract any offer. Prices are subject to change at any time, based on Houzzs discretion. You can find more details at *************************************************************************************** and at **********************************************************************;
  
  Sincerely,
  The Houzz Team
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23372549
  
  I am rejecting this response because:

  I was baited into waiting to place the order and the company changed the price - so that they wouldnt have to honor the error. Just deceptive and unprofessional. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,
  
  We are sorry that we were unable to honor your request. Unfortunately, this was confirmed to be a listing error. Please note that errors to prices will be corrected when discovered. We reserve the right to correct any error, inaccuracy, or omission, and to retract any offer. Prices are subject to change at any time, based on Houzzs discretion. You can find more details at *************************************************************************************** and at **********************************************************************;
  
  Sincerely,
  The Houzz Team
  

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife signed up for a free trial and then we were automatically signed up for a years worth of pro subscription, we never used the service and they refuse to refund the money

  Business Response

  Date: 06/02/2025

  To Whom It May Concern,

  
  The professional signed up with a 30-day free trial, in which to review our Houzz program and service agreement terms. The terms and conditions were clearly stated at the time of signup. We are not able to refund the previous charges as the account was not canceled during the trial period, which ended on 2/20/25. We have processed their cancellation, so they will have access to Houzz Pro and their data until 6/20/25. After that, they will no longer be charged, and their subscription will be fully canceled. The professional can view details at *************************************************************************. Houzz considers the matter fully resolved. 

  
  Sincerely, 
  The Houzz Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23365819
  
  I am rejecting this response because: we are not a professional that needed a HOUZZ pro subscription, my wife clicked on an ad of theirs and used the trial once to mock-up a bathroom remodel.  The platform was never logged into again after that.  She emailed the model to another account to share the mockup, HOUZZ then added charges for additional users, there was no notification for that.  Furthermore there was no notification that the free-trial was coming to an end and there was no notification about additional charges for additional users.  Obviously my wife made a mistake and signed up for the free trial using information that was saved into our ****** Chrome account but ********************** is using predatory practices and taking advantage of an individual, not a professional.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/04/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. If you have any questions, please reply to the existing email correspondence.
  
  Sincerely,
  The Houzz Team 
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23365819
  
  I am rejecting this response because: you did not cause me an inconvenience, you took over $1,000 of my money and you are very aware that we are not professionals that would need your platform, and you can clearly see that we never used it.  You also did not provide proper legal notifications for the additional user charges or the end of a free trial notification.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/05/2025

  To Whom It May Concern,

   

  Notification was sent prior to renewal. If you have any questions, please reply to the existing email correspondence.

  
  Sincerely,
  The Houzz Team 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23365819
  
  I am rejecting this response because: I double checked my emails and my spam box, no notification was sent, also no notification about the increase in price for additional users and that emailing the initial design to someone would trigger an additional user at an additional cost. I received many other emails from Houzz but nothing about trial ending and nothing about additional users and additional cost. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/06/2025

  To Whom It May Concern,
  
  We are sorry for any inconvenience that this may have caused. If you have any questions, please reply to the existing email correspondence.
  
  Sincerely,
  The Houzz Team 
  

• Initial Complaint

  Date:05/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint due to the complete lack of empathy and support I received from Houzz. I was recently forced to shut down my business, and shortly after, my husband lost his job. I reached out to Houzz and explained my situation, requesting an early cancellation of my subscription so I could redirect those funds to feed my children.Despite my long history as a paying customer, ****** ******* from their team informed me that they will not cancel my subscription under any circumstances. I was told I must continue paying monthly until next April, regardless of my financial hardship.I find it unacceptable that a company would show zero compassion or flexibility in such a dire situation. Houzz has made it clear that they prioritize revenue over basic human decency. I strongly caution anyone considering doing business with them.

  Business Response

  Date: 05/30/2025

  To Whom It May Concern,
  Thank you for providing us with your feedback from your experience with Houzz Pro. We are sorry to hear about any trouble that you are currently facing. We will have someone from our team connect with you regarding your Houzz Pro account. If you have any questions, please reply to the existing email correspondence. 
  Sincerely, 
  The Houzz Team 
  

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Houzz has nearly doubled my initial subscription and I havent heard from my Representative at Houzz for years. When I reached out for assistance we never heard back. Since Houzz isnt going to service my account, I started 6 weeks ago trying to cancel my account. ********************** told me that my Houzz Representative had to handle that. It took me numerous attempts over the last 5 weeks and then I finally got a returned call last week from my Representative **** ******** last week. I also go charged again for an additional month during this duration as well. I have subsequently tried him twice since his call last week, but have yet to hear from him. I need my account cancelled and the most recent billing refunded.

  Business Response

  Date: 05/23/2025

  To Whom It May Concern,
  We are terribly sorry for any frustration that the professional has experienced with their Houzz Pro account. We sincerely apologize for any delay in communication. The professionals account representative has been attempting to reach them by phone. They will reach out again today to connect with them and come to a mutual resolution. If they have any questions, they may reach out through *******************************************************************;
  Sincerely, 
  The Houzz Team