Houzz Customer Service Issues

I am in need of assistance with placing a new order. I received a promo code (SHOPHOUZZ10) for a 10% discount from customer service. I was instructed to wait 24 hours before using the code. Despite multiple attempts, I couldn't apply the code to my new order. When I tried to contact customer support at the [redacted] number, I was informed they are not accepting calls until next week, starting on Tuesday, September 9th. I am seeking help either to apply the discount code or receive a working one, or to place the order over the phone. I am finding it challenging to do business with this company and now questioning if I should proceed with my order. Can you provide any assistance? - R. Breese

I have been renovating a home in VA while under COVID quarantine in TN. I ordered 2 makeup mirrors (Order #: 1[redacted]-6[redacted]) but only recently started working on the bathroom due to travel restrictions. Unfortunately, the contractor discovered an issue with the bathroom wall last week, and one mirror cannot be installed. I would like to return it. The return window has already closed, but I am requesting an extension due to this complication. Thank you. Beverly M.

I am requesting the cancellation of my HOUZZ Pro account permanently. I previously arranged for the cancellation before the renewal in September, but the account was not deactivated. I last used the Houzz Pro app in August. However, Houzz charged my bank account without authorization for September and October. I want a refund for these unauthorized charges promptly. If I do not receive a full refund, I will escalate this matter by filing complaints with the BBB, FTC, state attorney general, and USA.gov.

Hi there, I had a recent issue with an order I placed and wanted to address it with your team. I ordered one set of towels and one set of sheets, but I received and was charged for two sets of towels instead. The order number is 1[redacted]-9[redacted]. I'm looking to return the extra set of towels, but I believe I shouldn't be responsible for the shipping costs due to an error on your end. The total amount for the extra towels is $51.83. I can provide the order page as proof of the error. Thank you in advance for your assistance with the return process. Best, Helene R.

Order Number: 1[redacted]-4[redacted] I received a large box with a damaged item that needs removal. Houzz has promised a pick-up after numerous discussions. Despite my efforts, the merchant is not cooperating with them. I have incurred costs for someone to come and disassemble the damaged item. Now Houzz is asking me to dispose of it due to the merchant's lack of cooperation. They assured me through Michael A ext. [redacted] that pick-up would happen within 48 hours, but no one has come yet. I have spoken with three different associates today but haven't had any success. The item is now outside and could potentially cause harm. I hope Houzz will keep their word promptly. Thank you, and have a safe holiday. I have spoken with Maddi, Michael A. at [redacted], and Janine at [redacted]. This situation is becoming excessive.

I subscribed in November [redacted] for one year of professional lead generation assistance from Houzz, prepaying $[redacted]. The service period ended in November [redacted]. I am dissatisfied with the service and do not wish to continue. I have been billed for the past three months incorrectly and require the automatic billing to cease, along with a refund. Despite my attempts to contact Houzz via email and phone, I have not received any response. I anticipate Houzz to reimburse the three months' charges and close my account. I appreciate your assistance in resolving this matter. Thank you, Alison A. R.

Since acquiring Ivy, we have experienced ongoing challenges resolving issues. Having a dedicated point of contact for assistance is crucial for serving your loyal customers effectively, regardless of the complexity of the request. The current issue is our inability to make changes as an admin. The administrative status was altered during your acquisition last year, and Dina no longer possesses those privileges. We are seeking assistance in reinstating her admin permissions so she can manage adding and removing coworkers from the program. Regarding the email request for phone support, it appears that you do not offer phone assistance and fully outsource your customer service. Based on our firsthand experience and online reviews, this customer service approach seems inadequate. Do you relay these concerns, GetHuman? Otherwise, how do you genuinely support businesses and customers?

I need assistance with returning two light fixtures that were mistakenly sent to me. I received conflicting messages about the return process, especially for one of the items that needs seller approval which I was not informed about. The initial return for the Kuso Covina Led Pendant PD [redacted] BL was inexplicably cancelled. I am prepared to ship them back but require clearer instructions and validation for the second item. Maureen Dryden [redacted] W. Southern Hills Rd, Phoenix, Arizona [redacted] Billing Address: [redacted] N. 7th St. Suite 4 BOX [redacted], Phoenix, Arizona [redacted]

I received a notice from BisonOffice regarding my return request for order #1[redacted]-7[redacted] being rejected due to insufficient information. Despite reaching out for clarification and providing detailed information about the package's delivery by FedEx on August 24, [redacted], including photos of the damaged box and corner of the console table, I have yet to receive a satisfactory response. The damage to the tabletop was only discovered after assembly, as per the instructions provided. I have also encountered issues when submitting the provided pictures due to an email stating "wrong order number," even though I copied it directly from the seller's correspondence. I am seeking assistance in resolving this matter promptly and either obtaining a refund with a return label or receiving an undamaged replacement console table top.

Subject: Issue with Order #1[redacted]-9[redacted] Dear Houzz Support, I am reaching out with urgency regarding my recent order. I purchased four assembled chairs but received them unassembled in large boxes during a monsoon season back in June [redacted]. The chairs required full assembly, not just attaching the legs as originally stated. Due to my age of 79 and limited mobility from a disability, I had to pay someone to move the boxes inside and assemble the chairs. Unfortunately, one chair had two cracked legs and missing screws, causing it to break when I sat on it. Despite my requests for replacement parts and multiple emails, I have only received generic responses and unfulfilled promises. Recently, I received another disassembled chair left on my patio, risking damage from the upcoming rain. I am unable to pay for additional assembly or returns and am left with boxes taking up space in my home. I will give Houzz until October 15, [redacted], to resolve this matter before I take further action. Please assist me in either retrieving the unwanted items or providing a letter releasing me from any responsibility for them. I estimate that I am owed approximately $[redacted] for the assembly and related expenses. Thank you for your attention to this matter. Sincerely, Patricia Wallace

We hired Schultz Const. to construct a greenhouse for us. The owner, Michael Schultz, promised to complete it by October 1st, but work has not commenced. He has only offered promises and excuses, alleging that many of our requests were not part of the contract. The initial cost was $50,[redacted], but Schultz now demands an additional $25,[redacted] to finish the project properly. We feel taken advantage of and have already paid $24,[redacted] with no progress. Our orchid and aeroid collections are deteriorating in inadequate conditions while waiting for the greenhouse. Schultz's failure to deliver as promised is causing us significant distress.

We hired Schultz Const. to construct a greenhouse by October 1st for $50,[redacted]. However, as of mid-November, there has been no progress, just excuses. To make matters worse, Schultz now wants an additional $25,[redacted] for the desired greenhouse. He claimed to have a good reputation on Houzz when recommended. Our valuable orchid and aeroid collections are suffering in subpar conditions in a shed with expensive grow lights we had to buy. Despite our concerns, he insists the new greenhouse won't include a heater as it wasn't part of the original contract. We demand the fully equipped greenhouse we were promised promptly.

Hello! I had an order that got canceled, and I received an email stating I would get a 10% off promo. However, I never got that promo. Can you please help me with this? Your Houzz Order 1[redacted]-3[redacted] Hi Chana, Thank you for shopping on Houzz! Unfortunately, your order was canceled because the item you purchased was out of stock indefinitely. I apologize for any inconvenience this may cause. A 10% off coupon for a future order has been added to your Houzz account. You can find the code in the email with the subject Cancellation of Houzz Order 1[redacted]-3[redacted]. If you have any further questions or concerns, please feel free to contact us. Best regards, Ericka R. Houzz Team

I need assistance getting a phone number to speak with a representative about returning an item and receiving the correct item I ordered. I bought the Nantucket wall cabinet, which was supposed to come assembled, but received a small box instead. When I tried to submit the return form, it wouldn't go through. The Houzz "get help team" link is not functioning and leads to an error page. I am feeling frustrated and unsure about this situation.

I encountered an issue trying to return an item that wasn't what I ordered. When I attempted to complete the form to receive return instructions, it required a photo of the item. Not everyone can easily provide a photo due to various reasons. Despite my efforts to upload photos, the "send" button was unresponsive. I'm struggling to find assistance with this matter. Though I received an email response, the links provided were ineffective. This experience is disappointing and not how business should be conducted. - A.R.

Two years ago, I purchased an "Air and Whirlpool Fully Loaded Walk-In Bathtub" and now I need to replace the shower hose because of a connection issue. Despite searching both locally and online, no plumber or parts supply store could locate a compatible hose. It seems the manufacturer of the tub is Chinese, and this specific product may not have been designed for the USA market. I am hoping that Houzz can offer the replacement part for sale or guide me to where I can purchase it from another source.

I placed an order for a set of double doors on December 2, [redacted], as a special gift for my wife, using Order # 1[redacted]-7[redacted]. The total price was $[redacted].14, which I paid for online with my credit card. The doors arrived on December 8, [redacted], but unfortunately, they were damaged upon inspection by the Carpenter on December 11, [redacted]. I followed the return process outlined in the package but faced difficulties uploading photos of the damage on the Houzz return form. Despite emailing the pictures to a Mulberry representative for assistance, I encountered further issues with sending them to the provided Houzz email address. When attempting to resolve the situation through the Help.houzz.com site, communication challenges arose, including a proposed cost-sharing solution that was not acceptable to me. Confusion persists as conflicting messages regarding the shipment status and delivery dates of the replacement item have added to the frustration of this experience.

On December 2nd, I purchased and paid for my doors, which were delivered on December 8th. Unfortunately, on December 11, my contractor discovered that the doors were damaged upon opening the package, likely due to mishandling during delivery. I promptly initiated the return and replacement process following the provided instructions. However, I've encountered difficulties since then. I have not been able to reach a live representative from HOUZZ, only automated bots. The return website did not accept the pictures I tried to submit, and the email address provided has bounced back the images as undeliverable. The information I obtained from their recordings was conflicting, with one stating the items are "in transit" based on old dates, while another mentioned a delivery date in January [redacted]. Today, on December 20, [redacted], I am still unsure about the status of my replacement doors, despite being shuffled between various bots. I'm eagerly seeking resolution as Christmas approaches, hoping to receive an update on my order soon.

Hello, I recently purchased multiple products from Houzz for my new construction project. One of the items, the Z Lite Island Billiard light with order number 1[redacted] 8[redacted], was found to be bent and defective when opened for installation today. I am aware that it has been several months, but I urgently need to replace this item for the completion of my construction. Could you please advise on the possibility of an exchange or any other solution to quickly resolve this issue? Thank you for your assistance. - Susan McKenna

I purchased a ceiling fan from Houzz, but it was actually from Bella Depot with order number 1[redacted]-3[redacted]. Dealing with Bella Depot has been frustrating; they claimed to have shipped the item multiple times, but it never arrived. Eventually, they admitted to canceling the order and retrieving it from FedEx. I ended up buying the fan elsewhere for less money, and surprisingly, the fan arrived unexpectedly. I contacted Bella Depot to arrange a return and refund due to their error. Instead of assisting me, they told me to contact Houzz for assistance, which has proven to be difficult. Can someone advise me on how to return the fan and receive a refund?