Horchow - Terrible Customer Service Beware
Banquette - Complaint
I ordered a banquette online and requested that it be delivered by Christmas. I received an email a few days before expected delivery from Horchow stating that my order had been cancelled and my card was being refunded. I called Horchow and they told me there was a mistake with the delivery company and they would fix it and have it delivered ontime. I later received a call from sun delivery to set up a date. I had one simple request that they call me 1 hour before their arrival so that I could inspect my banquette since it was a very expensive piece.
Well the day of the delivery I was out running errands since I was assured that they would call before their arrival. I later arrived home since I did not hear from them during the window of delivery time only to find my banquette sitting in my foyer and my 17 year old son had signed for it. I was very p*ssed off that they had not called and had left an expensive piece of furniture just sitting in my foyer. After I inspected it I notice boy legs were scratched.
I contacted horchow and expressed my dissatisfaction and requested some sot of refund because of the damage. I was told that they would get back with me. After a couple of weeks I started getting phone calls from Sun delivery about a second banquette that they were stating that I ordered. I told the delivery company that I did not order another banquette from Horchow and refused delivery confirmation. I was told that I needed to contact Horchow to cancel this order.
I checked my credit card and thad charged my card for a second banquette. After I contacted Horchow they told me it was a mistake and that they would credit my card back. They also offered me a 10 percent dkscount for the scratches on the banquette that I received. I accepted the discount and thought I was done with Horchow. Well lord behold the calls kept coming every week from the delivery company about another banquette that they stated I ordered and I checked my card again and Horchow had charged my card again.
I called them again and they apologized and credited my card back. I thought this was the end of it but this would happen on two more occasions where they would charge my card for a second banquette and then credit it back. Finally I contacted the corporate office and was told that the problem would be fixed and my information would be deleted from their system. Well just to be sure I contacted my credit card company and asked that my card be cancelled and a new card and number be issued.
Well after about 3 months I was doing some online banking with my new credit card and find out that some how they have mananged to place another charge on my new card. They are claiming that they can not find the second banquette and that their delivery company stated that they delivered it to me and they are demanding that I pay for something that I never received. This is a shotty company with horrible customer service and management.
I am now fighting them to get my money back for merchandise that they somehow lost track of through all the back and forth with charging my card.