Horchow Complaint - We Have Your Money Now
DALLAS, TEXAS -- A friend purchased some very expensive Beef Wellington's and a lovely decadent Chocolate cake for me through Horchow as gifts for Thanksgiving and Christmas. It's important to note that I live in Texas and we have been known to have 70 degree weather during these times.
I received the cake first, which was poorly wrapped and packaged. It was room temperature and was melting because it was not packed with sufficient dry ice. In addition, the materials used to wrap the cake did not repel the chocolate from sticking to the wrapping. I was able to freeze the box with the cake in it so that I could remove the paper in pieces and save the cake. It was quite a delicious cake, but it's appearance was ruined by the cake arriving in a way that looked like a 3 year old had handled it.
A few weeks later, the Beef Wellington's arrived, which were to be the primary entree for our Christmas dinner. When they arrived, again they did not use sufficient dry ice in packing the box to keep them cool all the way to my doorstep. The Wellington's had all thawed and blood from the meat had soaked into the pastry, making it red and soggy and impossible to handle the Wellingtons. They were ruined. Nonetheless, I froze them as well and attempted to make use of them as food, even though they could not be used for the Christmas dinner for which they were intended. I found that the meat on the bottom was green and tasted funny, so I discarded them. They were spoiled.
On 1/17 I asked for a refund and was told to expect a gift card in 5-7 days. 3 weeks later I called again and was told the gift card had just shipped on the 29th and I should wait 10-14 days longer. No surprise, my total experience with Horchow was complete failure and lack of attention to even the basic details of the order on their part. Of course the gift card would be the same. After all this, I decided that I had enough of Horchow and I asked for a cash refund. I asked to have a Supervisor call me if necessary. They responded saying that they spoke with the supervisor and said that they could not do this. I would be forced to order something else from their catalog or the charge could be refunded to the original purchaser. I didn't want to go through this again so I decided the best thing would be to have the gift refunded back to the buyer. They should not be allowed to keep ANY money for their performance, or lack thereof.
Horchow used to be an exceptional company offering very exotic and high-end products, with excellent customer service. Since the Neiman Marcus companies have changed ownership and direction, it seems that all of the companies have taken a huge step down on the ladder of quality, service, and prestige. In the past, the customer was King, and they got whatever they asked for, with no questions asked. That original concept that made them exceptional has all changed now. They are no better now than the low-end plant nurseries who take your money and continue to provide dead plants and replacements. Once you purchase something, they have your money and they refuse to give cash back for cash paid, even when its their failure. This not only allows them to continue their poor performance, but it also excuses them from fully standing behind their product by repeating the same old lazy mistakes and then offering a fraction of the costs through replacements. I won't do business with companies that don't stand behind their products 100% with cash refunds and it appears that Horchow is now one of these.