Complaints

This profile includes complaints for Horchow Mail Order, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Horchow Mail Order, Inc.

  PO Box 650589 Dallas, TX 75265-0589

  
• 

  Horchow Mail Order, Inc.

  111 Customer Way Irving, TX 75039-3607

  

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:02/06/2025

  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.

  I ordered the ******* ****** bed on January 8, 2025. I was not supposed to be charged until the bed shipped. I was charged $6,158.60 on January 10. I called to request clarification and customer service told me I was wrong and it was impossible to have been charged as it was only supposed to be a hold on the credit card. I kept trying to relay the fact that it was no longer a hold but a charge that had actually gone through. I asked over and over if the bed had shipped and thats why I was charged. They were vague and it made me suspicious. They kept saying the distribution must have it if I was charged because they dont charge until the bed has been shipped. Needless to say, they did not help. Ive called multiple times since and have reached out via the chat. No one has offered to look into this for me. Its ridiculous that I have a $6,000+ charge on my card that I have to start paying off with no bed and no information. This company is not what it used to be. Very surprised with the rating it has on BBB. This company is clearly trying to scam me out of my money and keep me on the back burner. Will never ever buy from here again.

  Business Response

  Date: 02/17/2025

  Dear Better Business Bureau,  
  
  Thank you for taking the time to communicate to us the concern raised by our customer.  
  
  Our goal is to address our customers' feedback, to evaluate and research their concerns, and to provide the best
  solution available or an explanation of what occurred.  
  
  Please accept our sincerest apologies for any disappointment that may have resulted with the customer's experience.   
  
  We have researched our records and the customer's form of payment was ****** and with this form of payment, the
  account is billed at the time of purchase.
  
  The item has shipped. Please be reassured that we are working with the carrier to contact the customer as quickly as
  possible to schedule a delivery date.  
  
  We take each of our customers' concerns seriously and regret not meeting Ms. ***************** expectations on this
  occasion. Please be assured that we have shared his comments with the appropriate departments; as we are continuously
  reviewing our customers' shopping experiences and our processes to better service our customers.   
  
  Thank you for bringing this to our attention. We hope to have an opportunity to serve the customer better in the future.  
  
  Sincerely,  
  Executive **************** Neiman ****** Direct  

  Customer Answer

  Date: 02/28/2025

  The following claim they made is false because it has been 2 weeks since it apparently shipped and I have yet to receive a phone call or an email with the status update.

  The item has shipped. Please be reassured that we are working with the carrier to contact the customer as quickly as possible to schedule a delivery date. 

  When I call to get answers on the status, nothing other than its shipped is provided. No one has provided me with any details on when it will be delivered, tracking information, etc. Considering I spent $6,000 on a bed, youd think the customer service and the processes would be better. I wish I never gave this terrible company any of my money. It has been an extremely unpleasant and frustrating experience with no answers and no bed for going on TWO MONTHS. They offer no information and dont even offer at least some sort of credit back for everything theyve put me through trying to get answers. 

  Customer Answer

  Date: 03/04/2025

  This dispute is still not resolved. The company claims they have shipped the item and yet I have not received any calls or any emails regarding the status. There has been ZERO attempt to reach me regarding the delivery of this bed. Unacceptable. 

  Business Response

  Date: 03/20/2025

  Dear Better Business Bureau, 
  

  Thank you for providing the customer's response.
  
  We understand the customer's frustration and sincerely apologize for the issues
  that occurred with the shipment of the customer's **********************. Please be reassured that
  our Logistics team will follow-up with the concern.  
  
  The carrier has contacted the customer and the delivery date is scheduled on 3/26/25.
  
  We thank the customer for her patience.
  
  Sincerely, 
  Executive **************** ************************************

• Initial Complaint

  Date:01/16/2025

  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.

  Date of purchase: 11/8/24 Company: Horchow Order #: WH00000731187 Item: Sedona Modern Console Table The above mentioned was scheduled for an early delivery in which I took off on 11/14/24. The console table was discovered broken after opening the box.I immediately called the driver to let him know and he advised me that he couldnt pick it up without the return being processed. I immediately called Horchow to request a return for the damage table. He advised that I would hear from the shipping company to schedule pickup. After weeks of no response, I called Horchow again. Again, a representative worked on the return and said delivery would be scheduled. No such luck. I called again and spoke with another representative. It is now more than 60 days without any resolution, without a refund of my money, and with a broken console table waiting for pickup.

  Business Response

  Date: 01/21/2025

  BBB Case:  #******** 
  Customer:  ******* CHAVERS 
  
  Dear Better Business Bureau, 
  
  Thank you for contacting us on behalf of our customer, ******* *******. 
  
  We would like to take this opportunity to offer our sincerest apologies for any frustration that may have been caused regarding the condition of the ****** ************ Sedona Modern Console Table upon the customers receipt and the request for a pickup of the merchandise. 
  
  Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available. 
  
  Per the carrier, a pickup of the Console Table has been arranged with the customer for Wednesday, January 22, 2025. 

  A refund will be issued once the pickup has been successful. The posting of the refund to the customer's account is contingent upon the policies of the customer's bank.
  
  We truly regret not meeting the customers expectations on this occasion.
  
  Thank you for allowing us this opportunity to address the customers concern.

  Sincerely, 
  Executive Support Specialist - Executive ***********************************************

• Initial Complaint

  Date:07/27/2024

  Type:Delivery 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.

  Placed and order for ******************************** on March 30, 2024. According to website, was supposed to arrive by April 3, 2024. Received an email a few weeks later stating it would take more time, if I accepted a June 24, 2024 delivery, which I did. I emailed several times before then, with no information. I received a tracking order for ***** from Horchow, with anticipated delivery on June 27, 2024. The tracking states it is awaiting carrier pickup, It never arrived. I emailed, called and chatted with customer service, and was given several deflective nothingburger answers. One associate finally told me ***** went to pick it up from *********************, but was told it is not ready. I have received no additional information, despite several more emails, calls, chats, etc. This is unacceptable - I have a room awaiting this chandelier, and I want it delivered ASAP. I cannot say who is at fault here, but if it is the manufacturer, Horchow should remove all their listings from their website.

  Business Response

  Date: 08/09/2024

  Re: Case # ********
  Customer: *************************
  
  Dear **********************, 
  
  Please allow us the opportunity to apologize for any disappointment in the customers shopping experience with us.     
  
  It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing.  
  
  Upon research the chandelier has been delivered on 7/30/24.
  
  The customer has been contacted directly to provide the information.
  
  Thank you for allowing us to address the customers concern.
  
  Sincerely,  
  Executive Support Specialist- Executive Offices                                          
  Neiman ****** Direct
  

• Initial Complaint

  Date:06/16/2024

  Type:Delivery 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.

  Order WH00000696349 I have called a total of 3 times in an attempt to return this product due to misleading description and poor quality Called 6/7 Called bck 6/11 Asked without any order review, can I send u a return label, didnt even take order info, name, etc, if he had hed see this item is not returnable with a label, then once order # taken *** stated a pick up was scheduled for 6/7 which is impossible as thats the day I called Asked what happened to my refund for shipping Rep ****** then trans ******** supervisor still no follow up or ***** t from company to schedule return I want a refund, not only shipping

  Business Response

  Date: 06/28/2024

  Dear Better Business Bureau,  
   
  Thank you for taking the time to communicate to us on behalf of our customer, *********************.  
  
  Please allow us the opportunity to apologize for any frustration that may have been caused during the customers shopping experience with us.  
  
  Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available. 
  
  Regarding our customers ********************** ending in #****, the carrier was contacted on 6/7 requesting to arrange a pick-up for the return.
  
  The pick-up was not scheduled on 6/7. We have also refunded our customer for the original shipping costs due to the quality concerns.
  
  Thank you for bringing this to our attention and allowing us to address our customer's concern.
  
  Sincerely,
  
  Executive Support Specialist  - Executive *****************************************************

  Customer Answer

  Date: 06/28/2024

  I am rejecting this response because:   
  Is this business brushing over my concerns 

  I request the item to be RETURNED, yes the delivery fee was refunded. I requested full refund of purchase price for quality concerns 

  The item was was supposed to be scheduled for pick up, this is when I was advised of a nonexistent pick up date 6/7

  When I called back, I was advised I would be contacted for a pick up date, for the second time, this never happened

  To date, I still have not been contacted

  I am requested it be be refunded and my entire cost be refunded, not just shipping 

  I want to return product

   

  Business Response

  Date: 08/06/2024

  Dear Better Business Bureau,
  
  Thank you for taking the time to communicate to us on behalf of our customer, Keri ******.
  
  It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is genuinely disappointing.

  We partnered with the leadership of our carrier to ensure her order was picked up and our carrier responded:

  "American Wests management: ***** stated the phone was going straight to voicemail on 7/2 and a text was sent.  Customer never responded to their attempts to schedule the pickup.  ***** called while we were all on the phone and the customers phone went again straight to voicemail.  This can be picked up from the customer on 7/19/24 if the customer will confirm.  They have tried to reach the customer at ************. We are unable to reach the client."

  In addition, the *************************************** sent the following communication to ******************* on 7/16/24:

  "Dear *********;******,
  Thank you for reaching out to the ******************* regarding the pick up request for your order ending in #****.
  This communication is a follow-up to the call I just made to you to the number ************.
  We have received communication from the carrier that they have been trying to reach you in order to schedule the pick up of your order.
  The carrier indicated they have been trying to contact you via phone and sent a text message on 7/2 to the number ************, as well.
  If you can confirm, it looks like the order can be picked up on 7/19/24. If this date works for you, please contact the carrier to schedule the pick-up.
  For scheduling, the schedulers direct line is ************, the representative's name is ***** at ************** 
  Or, if you would like, you may confirm via response to this email that pick-up for your order ending in #**** on 7/19/24 is confirmed.
  You may also reach me directly at ************. I am available Mon. - Fri. from 10am -5:30pm (CDT).
  We appreciate your patience while we address your concern and I look forward to hearing from you soon!"

  We did not receive a response to the email and again sent a follow-up email to ******************* on 8/1/24:

  "Dear *********;******,
  Thank you for reaching out to the Neiman ****** Group regarding the pick up request for your order ending in #****.
  It is our understanding that the order has not been scheduled/confirmed for pick up at this time.
  If you still need the order picked-up, please reach out to ************ and they will be happy to assist you!
  For scheduling, the schedulers direct line is ************, the representative's name is ***** at ************** 
  Please let me know if you have any questions or need anything further."

  We have tried to call, text, and email our customer to address her concern and still have not received a response.

  Thank you for bringing this to our attention and allowing us to address our customers' concern.
  

  Sincerely,
  Executive Support Specialist - Executive ************************************************

  Customer Answer

  Date: 08/15/2024

  I am rejecting this response because it is a shame there is such a lack of accountability these days especially from what I believed was a ***utable company 

  I reached out to the business on more than one occasion to express my dissatisfaction with the item 

  Early summary Called 6/7 
  Called bck 6/11 
  Asked me if they can send a return label, didnt even take order info, if he had hed see this item is not returnable with a label then once order # taken *** stated a pick up was scheduled for 6/7 which is impossible as thats the day of my original call .. incompetence 

  Asked what happened to my refund for shipping 
  
  first response from business addressed my refund for shipping which clearly shows the complaint had not been read in its entirety as I was asking, once again, to return product, not address shipping refund 

  Andile another agent I spoke to on a later date, still attempting to return item, then transferred me to ******** supervisor, where I again hit a roadblock 

  Reaching out to BBB to intervene as I have been unsuccessful, this response offers a pick date that has already passed 

  At this point the business should just do the right thing and write this off a poor business and customer service 

  I am exhausted and extremely disappointed 

  Business Response

  Date: 08/19/2024

  Dear Better Business Bureau,
  
  Thank you for taking the time to communicate to us on behalf of our customer, *********************.
  
  We will need to pick up the order, prior to issuing a refund.
  
  There have been multiple attempts from the carrier and the **************************** to contact the customer.
  
  Since neither the carrier nor NMG have been successful with connecting with our customer, we ask that **************** contact the carrier to schedule the pick up.
  
  Again for scheduling, the schedulers direct line is ************, the representative's name is ***** at ************** 
  
  Our customer may also choose to respond to the text or email messages that have been previously sent.
  
  Thank you for bringing this to our attention and allowing us to address our customer's concern.
  
  Sincerely,
  Executive Support Specialist - Executive Offices  
  Neiman ****** Direct 

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because there is no previous text to respond to from business, as the last response provided a pick up date that had already passed 

  This new thread provides a contact number, however, I am not accepting closure of this complaint until some form of compensation is provided 

  The business continues to drag out request and go back and forth contradictory of statements made on other responses 

• Initial Complaint

  Date:05/15/2024

  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.

  I ordered a pillow (2/26/24) and returned it promptly after receiving it for a total of *****. They sent the item back to me with no explanation and I have tried contacting them several times and they are refusing the return because they said it doesn't have tags. I returned the pillow just as the item was sent to me.

  Business Response

  Date: 05/24/2024

  E: Case # ******** 
  Customer:*******************;
   
  Dear Better Business Bureau,  
   
  Thank you for taking the time to communicate with us on behalf of our customer, *********************. 
   
  *******************;has contacted our care center to provide feedback regarding their concerns. We have researched, addressed, and shared our findings directly with the customer.  
  

  We have issued a full refund for the disputed amount. 
  

  Credit posting policies are governed by the customer's bank, however, it normally takes 5-7 business days. 
  

  An email confirmation has been issued as well. They are system automated and should be received at the customer's primary email address in 24 hours. 
  

  We consider this matter to be resolved. 
  
  Regards,   
  Executive Support Specialist Executive Offices    
  Neiman ****** Direct 

• Initial Complaint

  Date:03/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  We ordered several pieces of furniture from the Horchow website on 8/2/23 - order #WH00000627151 - I ordered 6 side dining chairs (3 sets of two chairs), 2 "head of table" dining chairs, and 1 side chair for our living room - total of this order was $16,892.63. In the interim, I received my dining table, and realized that I would only need FOUR side chairs, rather than six. I called Horchow customer service, and was assured that I could cancel the order for one pair of the remaining side chairs, but it would in no way affect the rest of my existing order. However, when I got the "change to order" email, I noticed that they had cancelled both sets of side dining chairs. I called customer service again, and explained what had happened, and we decided that I would just do a new order for the two side chairs that had "accidentally" been deleted from my order. So I placed order #******** for another pair of chairs (total $2846.20, including tax and shipping) and, per the confirmation email, was given an "expected to arrive" date of 11/8/23. I then received an email on 9/20/23, changing the "expected to arrive" date to 11/1/23. I then received an email on 10/12/23, telling me that order #******** had shipped. However, when it was delivered, I only received one chair (not the **** I had ordered). So, on 12/1/23, I was forced to place ANOTHER order (#******** ) for the remaining chair. Then, on 1/5/24, I received an email that my chair had shipped. Since then, despite NUMEROUS phone calls to Horchow, I have been unable to find out where my chair is (it's currently March 19th). Their customer service keeps telling me that they are sending a message to the "transportation department," and it will take 48 hours for a response, but I never get a response. Every time I call, it's the same thing. I have called AT LEAST 10 times, and still nothing. This is completely ridiculous, and I want my chair (THAT I PAID FOR IN DECEMBER)!!

  Business Response

  Date: 03/29/2024

  Dear Better Business Bureau,  
  
  Thank you for taking the time to communicate to us the concern raised by our customer.  
  
  Our goal is to address our customers' feedback, to evaluate and research their concerns,
  and to provide the best solution available or an explanation of what occurred.  
  
  Please accept our sincerest apologies for any disappointment that *** have resulted with
  the customer's experience and delay in the delivery of the dining chair.    
  
  We have researched our records and found the delivery is scheduled on 4/1/24.
  
  We take each of our customers' concerns seriously and regret not meeting **************
  expectations on this occasion. Please be assured that we have shared his comments with
  the appropriate departments; as we are continuously reviewing our customers' shopping
  experiences and our processes to better service our customers.   
  
  Thank you for bringing this to our attention. We hope to have an opportunity to serve the
  customer better in the future.  
  
  Sincerely,  
  Executive **************** ********************

  Customer Answer

  Date: 04/02/2024

  I have reviewed the business response and accept this resolution, and I did (finally) receive my chair. However, based on my experience with this business, I will not be ordering from them again - and I STRONGLY suggest that they review their guidelines for dealing with late/missing deliveries, and that they expedite the process allowing their customer service representatives to receive information from their shipping department. 

• Initial Complaint

  Date:11/01/2023

  Type:Delivery 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.

  Placed an order for an item advertised on their webpage as "in stock". A few days later email was received stating the item was on backorder. However, they charged my credit card and still advertise the item as available using deceiving tactics to get clients to place orders and be charged for items they know they are not available. They have been changing the shipping date monthly and the latest date is ******* of ****. However, their page is advertising the item as available and ready to ship. I have contacted them several times and don't correct their page.

  Business Response

  Date: 11/01/2023

  Dear Better Business Bureau, 
  
  Thank you for taking the time to communicate to us on behalf of our   
  customer, *********************************  
  
  We are terribly sorry for any frustration that *** have resulted from the
  customer's recent shopping experience.  
  
  Our goal is to address our customer's feedback, to evaluate and research  
  their concern, and to provide the best solution available or an explanation  
  of what occurred.  
  
  The customer's concern has been researched and the claims were issued
  on the order. Credits in the total amount of $ ****** were issued to the order.
  Since the customer used Affirm, she would need to contact Affirm directly to
  discuss the modification of her loan.  
  
  ****** ****** has no visibility into ******** systems. The customer can 
  contact Affirm at helpcenter.affirm.com or **************. 
  
  Thank you for bring this to our attention and allowing us to address this
  concern.  
  
  Sincerely,  
  Executive **************** ************************** 

  Customer Answer

  Date: 11/01/2023

  I did NOT use Afirm and it was definitely not a loan.  I have no idea who AFIRM is.  It was charged to my **************** and after several phone calls over the last 3 months I was able to get them to cancel the item.  However, they are engaging in a terrible business practice of advertising merchandise as it is available, taking the clients money and not delivering for months.  

   

  Business Response

  Date: 11/01/2023

  Dear Better Business Bureau,   
  
  Thank you for taking the time to communicate to us the concern raised  
  by our customer, ***************************.  
  
  Our goal is to address our customers' feedback, to evaluate and  
  research their concerns, and to provide the best solution available  
  or an explanation of what occurred.   
  
  Please accept our sincerest apologies for any disappointment that may  
  have resulted with the delay in the shipping of the customer's **********************.    
  
  We are currelty researching the customer's concern. We will follow-up
  once our research is completed.
  
  Thank you for bringing the customer's concern to our attention.    
  
  Sincerely,   
  Executive **************** **************************   

  Customer Answer

  Date: 11/01/2023

  I am rejecting this response because they have submitted incorrect information.  I did not use AFIRM and was not definitely a loan.  The item was charged to my credit card and I have not received the refund yet, in spite of the cancellation.

  Business Response

  Date: 11/02/2023

  The business contacted BBB and indicated their initial response was added in error to the case. They have provided the corrected response and the case will be re-set to give the consumer an opportunity to review that information. 

  Business Response

  Date: 11/02/2023

  Dear Better Business Bureau,   
  
  Thank you for taking the time to communicate to us the concern raised  
  by our customer, ***************************.  
  
  Our goal is to address our customers' feedback, to evaluate and  
  research their concerns, and to provide the best solution available  
  or an explanation of what occurred.   
  
  Please accept our sincerest apologies for any disappointment that may  
  have resulted with the delay in the shipping of the customer's **********************.    
  
  We are currelty researching the customer's concern. We will follow-up
  once our research is completed.
  
  Thank you for bringing the customer's concern to our attention.    
  
  Sincerely,   
  Executive **************** **************************   

  Business Response

  Date: 11/03/2023

  Dear Better Business Bureau,  
  
  Thank you for taking the time to communicate to us the concern raised by our
  customer.  
  
  We have researched our customer's concern with the buying office and vendor.
  The information has been updated on our website in reference to the approximate
  ship date of the Flower Wall Mirror.  

  Horchow does not charge the customer until the ********************** ships. We process
  re-authorizations for debit and credit cards every 7 days until the merchandise ships.?
  for each subsequent re-authorization, a release is issued for the previous pending
  amount prior to re-authorization. 
  

  Although the released is sent immediately to the customer's bank, ?it may take 3-4
  days for the bank to release?the funds, contingent upon the bank's policy.
  
  As a further extension of our apologies, we are sending the customer a gift card in
  the amount of $ ****** to the email address on the order. We ask to please allow
  24-48 hrs. of receipt. 
  
  We take each of our customers' concerns seriously and regret not meeting ******************
  expectations on this occasion. Please be assured that the customer's comments have
  been shared with the appropriate departments. 
  
  Thank you for bringing this to our attention. We hope to have an opportunity to serve the
  customer better in the future.  
  
  Sincerely,  
  Executive **************** ********************  

• Initial Complaint

  Date:10/11/2023

  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.

  Overpayment

  Customer Answer

  Date: 10/13/2023

  I accidentally made a duplicate payment of $30.24 one on September 14 and one on September 21. I am *********** a credit or refund and have not received either. Please help!

  Business Response

  Date: 10/17/2023

  Dear Better Business Bureau, 
  
  Thank you for taking the time to communicate to us the concern raised  
  by our customer. 
  
  Our goal is to address our customer's feedback, to evaluate and research  
  their concern, and to provide the best solution available or an explanation   
  of what occurred. 
  
  We have reviewed ********************** concern and the customer made a purchase
  from ********************** which was charged in the amount of $ ***** on 8/14/23. Ms.
  ******* made one payment of $ ***** on 9/20/23. There is not a record of an
  additional $ ***** payment. The account currently has a zero balance.
  
  Thank you for bringing this to our attention and allowing us to address the
  customer's concern. 
  
  Sincerely, 
  Executive **************** ******************** 

• Initial Complaint

  Date:07/15/2023

  Type:Delivery 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.

  On May 28, *************************** ordered a **********************. "Canyon Ranch Bench" from the Horchow catalog. It was "expected to ship no later than 6/21/23." On 6/5, we received notice that the bench had shipped. By 6/30, we still had not received the bench, so I called the customer service number. I spoke with "*******" who told me he would investigate and call me back on Monday or Tuesday. I still had not heard from him, so on 7/7, I called again and spoke with "****." **** told me that they have no record of delivery, but that he would investigate and provide me with the name of the courier and I could call that company and ask about my bench. I told **** that that was his job - he's customer service, I'm the customer. I asked to speak with a supervisor. After waiting for 45 minutes, I told **** that he should contact the courier and find out where my bench was and when it would be delivered. I also asked him to contact his superivisor and explain how much time I had wasted waiting to speak with that person. I said that I expected to hear back from **** and/or his supervisor by Monday, 7/10. So far, nothing has happened.

  Business Response

  Date: 07/20/2023

  BBB Complaint
  Re:  Case #********
  Customer:  **************************************
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to communicate to us on behalf of our customer *****************************************
  
  We are sorry for any frustration that *** have been caused by her recent shopping experience.
  
  ******************* has been contacted by our Heavy Carrier ************ and has been advised the local delivery partner has reached out to the customer and advised they should be in his area next week to deliver.
   
  We thank you for allowing us the opportunity to address our customers concern.
  
  Sincerely,
  ************************ ********************

• Initial Complaint

  Date:07/14/2023

  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.

  On 5/31/23, I ordered a piece of wall art from Horchow for $567.08 (order #********). The item was delivered on 6/27/23. On the day of delivery, I called Horchow to request a return. I was told that I would be able to return it and a shipping company would contact me within 3-5 days to schedule a pickup because of the size of the art. Its been 11 days and I have not been contacted by the shipping company. Ive called Horchow twice and emailed them once. The Horchow representatives were no help as they only said, You should have been contacted by now, but just wait a while longer. This is unacceptable. I verified my telephone number with Horchow several times, but Im still waiting to be contacted. I want to return the item for a refund.

  Business Response

  Date: 07/27/2023

  RE: BBB Complaint ID: ******** 
  Customer: *************************;
  
  Dear Better Business Bureau, 
   
  Please allow us this opportunity to sincerely apologize for any frustration caused in *************************** shopping experience with us regarding the pick-up of her order as well as credit issued to her account.  Please be assured this is not typical of the service we strive to offer our customers.  
  
  Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.  
  
  Credit in full has been issued to the original form of payment, ***** on July 13, 2023. The posting of the credit to the customers account depends on the policies of the customers financial institution regarding such transactions. 
  
  The cause for the delay in the pick-up of the merchandise has been determined. We are diligently working with the carrier to resolve the matter.  Once a resolution has been reached, the carrier will contact the customer to make the pickup arrangements as soon as possible. 
  
  Thank you for allowing us to address the customers concern. We truly regret not meeting the customers expectations on this occasion. 
  
  Sincerely, 
  Executive Support Specialist - Executive Offices 
  ******************** 

  Customer Answer

  Date: 07/28/2023

  I am rejecting this response because:   While credit in full was provided, ****** (the supervisor) informed me that the credit was a 30-day TEMPORARY credit. He said he hoped that he could work everything out in 30 days. I asked him if I would be charged again in 30 days if the issue was not resolved. He stated, the issue should be resolved by then. Meanwhile, the wall art is still in my home and I have not received a call from the shipping company to schedule a pickup. It has been 15 days since I spoke with the supervisor and the issue is NOT resolved. A temporary credit is not a resolution.