Horchow Complaint - Beware of Horchow !!!
Good Evening All. I have had horrible customer "care" results from Horchow in the past, but I am a slow learner ~ so I went back for more. The past involved some flatware that had inlaid mother of pearl handles, and mixed metals, 18/10 (i don't believe a word of it) and a yellow gold plating of some type. I used this $1200 flatware ONCE, at easter, 3 months after I received the order. I handwashed each beautiful, enviable piece, wrapped it like a tender infant in the cloths provided, and took it out again 3 days before Thanksgiving 2009 to find it pitted and actually peeling (the "18/10" part.) I went to hell and back with them- but in retrospect, the worst part of it was that I never, ever, expected to hear "not our policy" or "you should have returned it sooner." I drool over Horchow. I expected their customer service to be of the same quality that the merchanidise is. Perhaps that's just it... All that glitters is not gold! But, sadly, I am drawn back to Horchow, if for nothing else, to be my "inspiration" page/room. Last night, I discovered a store-wide 25%-30% sale that was to run through midnight tonight. With my clueless husband safely tucked into bed, I felt the excitement build as I sat in the dark and quietly listened to my computer purr- I was about to buy 3 rugs and some dinnerware (the gray, beaded.. how gorgeous with crisp white linens!) I have been looking at rugs for several months, and found all 3 that were 100% LOVE on the Horchow site at a reasonable price (including the 25% discount, of course.) It was 11:17, plenty of time to grab a cup of coffee and make an experience of this! Immediately I notice the pretty red 25-30% notifications under each item are gone. I check the clock--- I tried to get on chat, surely there is some mistake. Now, this gets funny, really, or sad. I typed in my question: "what happened to the 25-30% store-wide sale?" The top box shows me that the volume is high but someone will be with me very soon. Another notice comes beneath that one. I'm beginning to panic, so I write my message again (it had vanished.) This time the "voice" tells me not to waste my pecks and clicks ~ no one is listening. I'm offered a phone number for faster service, and promptly call. I get a lady on the phone who, when asked about the sale, says "it's already passed midnight." I am a night-owl online sneekie-shopper, and I have never had the lights go out because it was midnight somewhere else. I think most sites adjust their offers according to the shopper's location, but perhaps not. I sent them a little e-mail, (I know they won't care about the money... or whether I'm sad, but I thought it might make me feel better) and I explained that I would either find the rugs elsewhere or wait until the next sale. And then I had a glimmer of hope! I remember a rug site that accepts "pictures" of rugs from designer stores, etc., and will help discover the magic rug for about 1/3 of the price! Another surprise... you can't right click any of Horchow's pictures. If you ask me, the world could stand some Horchow competition. They are really almost in a league of their own, I think, and their items (albeit I am now a bit wary of the quality of certain things...) are beautiful and inspriationally displayed. I am going online to find a new photo program that will reconfigure photos so I can save them in my favorites - photos of rugs.