Horchow

I agree with all the reviewers, the customer service is horrendous. I returned an item in October 2015 and since had to call customer service every month to find out the refund that still is pending. Every time I called the answer is ‘I don’t know, there was no update from the shipping company’. They just sounded like they didn’t care. I don’t have issue with the quality of the products I have received, they are top notch (but you do pay a premium price for them though).

I cancelled my order and they would not reimburse me the shipping cost! So I got charged $ 200 for nothing!!!

I don’t know if people use Unilocal for things like this — but both times I have ordered from this company (my own fault for ordering one more time and giving them the benefit of the doubt), it has been a MISERABLE experience. From being so late on delivery that I missed the birthday the present was for, to TERRIBLE customer service, to flat out not shipping or saying «delivery was denied» (which is impossible in my building) and then suggesting I pay for shipping twice — DO NOT ORDER FROM THIS COMPANY.

DO NOT BUY HERE! I returned an item, and was told I would have store credit. It’s been a few months, I call back, and tell me they have no record of return!!! GREAT! Just lost $ 500!!! UNREAL, horrible, disappointing. Honestly, save your money and purchase elsewhere!

I recently placed an order online with Horchow for four Ralph Lauren Palmer body sheets in gents gray color.
It was very easy to use the website, a fool without a brain can use it. My order was placed in no time.
While I was making my purchase it was noted the items were in back order and wouldn’t be available until the end of October, which was fine with me.
A week later I received a pleasant surprise when I saw my body sheets arrived sooner than originally expected.
When I opened the box my body sheets were well packed and protected. The towels are huge and fluffy — 35″ x 72″ and of course, I love that, that’s precisely why I ordered the body sheets!
Thank you, Horchow.

This is an upscale retailer so you would expect them to have upscale quality and service. This couldn’t be farther from the truth. They act like they are doing you a favor by answering your questions. I ordered 2 table lamps based on the online picture. The color of the shades was off white… an important feature for me. When the lamps arrived, the one of the finials was crooked and wobbly. And the lamp shades were dark taupe in color. I called customer service and was told that the shades were the same as pictured. When the CSR looked at the picture on the site, he concluded that they were in fact NOT off white. But what do I know? He said that he would try to get the correct shades for me. He said that he would inquire about the discrepancy and follow up with me. I saved the packing materials waiting for a response. After 3 weeks and tripping over large boxes in my garage I sent an email follow up. Interestingly in that time, they changed to picture on the website to show the shade color that I actually got. So they misrepresented the lamps. And you would think they would have had the courtesy to let me know. I sent a second inquiry by email and I got the usual response from a CSR… sorry for your trouble… send them back. I am elderly so packing up 2 50 lb boxes is quite an ordeal. I bought the lamps based on their representation which was incorrect. So now I have to take my time and my packing supplies to pack these lamps and then lug them to a place for pick up. Oh and they want me to put the tags and wrapping materials back on them too. Forget it. I am a first and last time customer. That is way too much trouble for two lamps that they could not bother to picture correctly. It tells me someone there isn’t on top of things.

They won’t stop emailing me even after I unsubscribed.
Stop, any further emails will be considered harrassment.

Beautiful selection. Prices are on the higher end.
Here are the issues:
exorbitant shipping (assuming you’re buying larger items like furniture, art, etc.) and super snail/​turtle slow delivery… first they gotta make your furniture then they gotta ship it to the delivery company in your area and then your delivery company has to get it to you. I recently waited over a month to get a console that was actually in stock and ready to ship.
If you’re gonna buy something wait for the site wide 25%-30% off promotion that happens very regularly (but beware, the promo will likely just save you the tax and shipping cuz like i said the shipping rates here are seriously some of the highest i’ve seen).
I’ve transacted with them a lot and therefore dealt a lot with their customer service and i’ve actually always been happy with it. They resolve my problems satisfactorily.
Quality of the furniture is good but not the best… which is what one would expect from a Neiman Marcus store. On three occasions the pieces I’ve received have been a bit scratched up. Not bad enough where i’d return but again not the condition one would expect from Neiman Marcus.
All in all I go back because I love their selection, but hold my breath until I actually receive the stuff.

Buyers Beware: I ordered a bookcase on sale for $ 2400 back in JULY of 2014, and a rug. Rug came and it was wrong, the one in the picture that I wanted, they couldn’t even later find for sale by Horchow. The bookcase then showed as delivery date of OCTOBER 16, no mention of backorder. Then, as I paid with my bank account credit/​debit card, each week they held that $ 2400 for Mon. — Fri., then back on hold again Monday. No other company bills you until it leaves on a truck, but for months they held my $ hostage. Then for delivery they give you a day, not a window, a DAY, to reserve until the evening before when they call with your 4 hour window. My first day of delivery I was at hour 3.75 when they called to tell me they’re not coming. 2^nd attempt, and day off work, NO evening phone call, and when I finally got someone at 9am, they realized that the truck had missed my house and was on its way to another state. But it would deliver my bookcase on its way back in two days (Attempt 3). Phone call, no three days, it took longer in Indiana than expected (attempt 4) — which turned out to be an outright lie, because the next day the call came from the warehouse in North Carolina, where my bookcase was just loaded on to a truck for delivery the next day (Attempt 5). Yep, bookcase arrived about 9:30 at night, hours late, and with NO shelves. (They were left on the dock in NC). Took about an hour and several phone calls to track that down. The kicker — the bookcase is wrong! It has painted decorations on it that weren’t in the picture. So they’re going to replace it. In another ten weeks. And then what do they do, they hit my bank card up for another $ 2400 hold even though they hadn’t refunded what was now down to a $ 1700 bookcase after the they offered a discount for all of their ineptitude. I have now cried on the phone with their reps, missed two of my children’s pivotal events, countless meetings, days from work, used favors from friends to cover driving kids, bounced a check and wasted more time and energy than is humane. And the saga goes on… Still.

Yup, I second all the complaints about customer service. Do not order or buy anything from Horchow. Dealing with customer service is an absolute nightmare.
For one thing — expect your orders to take forever to get to you.
Of the things I’ve ordered, half end up being back ordered and taking months to get to me. And of course, they don’t bother telling you until after you’ve ordered, many times, WEEKS after you’ve ordered. I once ordered a couch, was given a delivery week, and then it ended up being on back order 3 times for a month at a time. Yeah I really wanted the couch and had looked for a long time, so I didn’t want to restart looking.
Furniture delivery is fine enough as it’s usually white glove service, but if you order breakables, they don’t bother to properly pack them. I used to order stemware and barware from them quite frequently, both for myself and my friends as housewarming or wedding presents. That is, until I figured out how shitty their service was. I figured out that something always arrives broken and getting replacements is a hassle.
It was so embarrassing to talk to my friends and ask them how they liked their stuff — only for them to respond with a frown and «ummmm… well some of it was broken.» I’ve pleaded with Horchow on the phone to take better care packing when resending and they never listened. They always packed stuff the same exact way.
By the way — I was ordering stemware frequently because mine kept breaking. I love the bahia stemware line, but you have to keep ordering them as they break quite easily and arrive broken. etc. I finally decided to stop buying them and I ordered much more solid crystal stemware instead (obviously not through Horchow)
Then. once, I bought very expensive flatware. (This stuff:
)
They were silver plated steel flatware, with fluted (rounded) handles. Very nice, very expensive… Well, about a year later, the bottoms started coming out, one by one. I guess they were glued on. (I have a place setting for 4, and about 4 pieces are broken, 3 years later.) Anyways, I called to get replacements, only to find out that the warranty is over and if I wanted replacements, I’d have to buy them myself. And I couldn’t buy them one piece at a time; I’d have to buy a whole set for 4. So yeah — those things aren’t built to last, and Horchow doesn’t bother working with you whatsoever.
So definitely — my advice is this — if you see something you like, google the item and see if you can buy direct from the manufacturer or Amazon.
I still go on the website, usually tempted by some sale or another. Usually nowadays, if I see something I like I look on amazon. Amazon is not often the cheaper option if Horchow is having a sale, but I ALWAYS order from Amazon.

Horchow (owned by Neiman Marcus) sells many beautiful high end furniture brands and home décor items. Their style is old world opulence, very French chic Marie Antoinette, but sometimes they can go overboard into gaudy (I’m looking at you Haute House).
If you google what you want to purchase first, you can often find it on Bergdorf’s or Neiman Marcus’s website as well. You will also notice some of the «Original Prices» are jacked up compared to other online retailers.
First things first: Never Buy if it’s not on SALE. This place has a sale every other day. I recommend you slowly stalk items, as the prices can fluctuate daily and you can actually score a good deal on a good quality piece.
Next: The Shipping fees are outrageous. 50.00 for one flat sheet? Well they seem to be paying their employees out of the shipping fees, as it says its for processing the order and handling the item as well.
Unlike many, I have not had a bad customer service experience here, but I have not had to return anything. Some items are on backorder for ages, so read the fine print.

This company has THE WORST customer service. I love their products so have ordered 3 items from them in the past 6 months and have has dreadful issues on all of them.
First, when an item arrived broken, I had to send the item back and they would not cover the ~$ 56 in shipping.
Second, I ordered a bed and was originally told it would arrive on ⁷⁄₁₇. I got a call in May that they were going to deliver it within a week. I tried to accommodate this but ultimately wasn’t expecting the item so gave them notice that we would have to stick with the original date. There was a $ 150 charge for this.
Third, I ordered a mirrored buffet table and then saw the exact same table in a store listed at $ 600 less before the buffet table had even been delivered. I called and they refused to match the price. I could have cancelled the order but there was a $ 250 charge to do so.
Their customer service is literally terrible. They are rude and definitely don’t follow a ‘customer is always right approach.’ Especially when these aren’t unreasonable asks!
If there weren’t so many delivery and other problems with their products it would be fine, but inevitably you will have to deal with their customer service and end up getting charged more!

If I could give less than Eek!, I would (my comments relate to shopping on line with NM and Horchow). What a colossal waste of my time between not enough information on their site AND with their product reps, long waits for information; then getting inaccurate information several times over, then finally get what I needed (simple — seat height), the chair was gone and couldn’t be ordered. This has happened to me more than once with them, but this was the final straw so am reviewing here and other places, unliking and unsubscribing. Horchow and Neimans — please get your customer act together — your customers will be happier and you will make more money — simple business school 101!

I’ve ordered twice from
and I probably wont order from them again.
I like the look of their furniture, but they have long shipping times (ie. I ordered a table in the beginning of January and it wont arrive until Feb 10^th). Additionally, their shipping charges are ridiculous– $ 150 for one item! Lastly, the two items I’ve ordered don’t quite look like the items on their website. Their online photography is deceiving.
Basically they are overpriced in every way.

Was very excited to order a trunk that I had seen on their website and when I saw they had 20% off and free shipping I jumped on it. Well, «free» doesn’t always mean «free». They had tacked on an oversize/​process fee of $ 89 to this one item. I spent 30 minutes online with their customer service people to no avail; still feel it was false advertisement.

I love Horchow stuff… BUT… im very disappointed in their return/​exchange service! first of all, yes their shipping charges are super high, i received the chandelier BEAT UP and i mean it when i say beat up! whoever put it together used a sharp plier or sth to put it together and the delicate chandelier was all beat up from it! scratches everywhere and the screws misplaced. i mean for such an expensive item and place they should give their full attention to things like this! so making the story short, i called Horchow right away, she told me they’ll pick it up the next time they have a truck going out which was a week later. they picked it up the next week. 2 weeks later now and i still didnt hear from anyone or received a replacement! i called today and was told that the replacement estimated arrival is Sep.19 !!! which is a month from the date of receiving the damaged chandelier! gotta be kidding me!
never again!

Horchow’s collection of French style furniture, metallic furniture, and tufted furniture screams old-​money but with fabulous and excellent taste. Think Marie Antoinette or Blair Waldorf. The designs are elaborate and unabashedly luxurious, yet relevant to contemporary fashionistas. The pricing of its furniture is comparable to that of Crate & Barrel and Room & Board, but unlike C&B and R&B, Horchow delivers a glamorous vintage look evocative of Louis XV furniture from eighteenth century France.
Wait for the sales. They’re frequent, sometimes with free shipping on the furniture!
The delivery on the furniture can get expensive. I decided not to buy a fabulous upholstered chair this month when I saw the shipping and handling fee for that ONE armchair was over $ 200. It was the only item in my shopping cart too. I’m looking forward to the next free shipping offer on the furniture.
Disclaimer: I’ve only shopped at Horchow’s online store, and not its physical store in San Francisco.

Be VERY SURE you want the thing you see on the website, because the shipping charges are high, and if you don’t like the stuff when it arrives, you will pay that much again to send the items back. We ordered about $ 7500 in furniture and other items for our new house over a series of orders placed in October. We kept some items but as always happens, some needed to go back. Getting the stuff in the first place was difficult because the shipping companies just kept showing up at the house while we were at work, requiring multiple rescheduled appointments. But what’s worse is that because Horchow/​NM can use several shipping companies for one order (chair came from one, rug another, lamps yet another) you have to go through the same process to get all the items back. I am told by customer service that you cannot take the items to any NM for return, nor can you hire one shipping company to take all items back at once at your own expense, nor will Horchow do the sensible thing when a customer has a large return and send just one of the many local delivery companies they use to pick up all of the return items at once. I don’t like that I am going to pay so much to return the things I bought duh, but I’m a big girl and I can deal. What’s really irritating is that Horchow cannot send just one of their trusted local deliveries companies to pick it up. With 8 items to return, I’m in for a lot of time wasted sitting by the phone for a call and hanging around the house for a pickup. If I had this kind of time I would brick and mortar shop.
I love the stuff, but it’s not worth it unless you have unlimited time to go with your unlimited budget.

Fabulous furniture ALWAYS! Linked with Neiman Marcus and have regular sales! what more can you ask for?
Their selection of couches, hand crafted cabinets down to beddings are pure luxury to browse through, even online. As i purchased a lipstick red chair with sparkly details on the back on sale!!! It is such an outstanding piece, delievery was impeccable and it looks exactly as how i imagined it to be in pictures.
This website makes me want to rent a bigger apartment so i can buy more of their stuff!

OK, hold on a second. .. piggy wants to get this straight…
now if i can either pay $ 999 for a solid but rather standard-​looking crate & barrel cabinet, or $ 1,299 for a handcrafted, hand-​painted marrakech-​inspired solid elm cabinet from Horchow…
or, alternatively, i can pay $ 1,750 for a velvet armchair — again, not all that distinctive — from williams-​sonoma home, vs. $ 1,730 (update: $ 1,032 during furniture sale — i bought 2!!) for an amazing Haute House designer club chair with an unbelievably intricate burnout velvet medallion design on the back from Horchow…
WHY, in heaven’s name, didn’t anyone tell this little piggy about Horchow earlier?!?
now, to devise a plan for hastening the demise of some old furniture at piggy’s place…
.. . red wine party at piggy’s apartment anyone? with vigorous dancing? possibly some calisthenics with wine glasses in hand?
whoops! look at all those spills, i suppose i shall just have to head over to Horchow to buy some replacement furniture! (^(oo)^)v