Update by user Sep 20
We received a call from Houzz customer support, which completely changed our opinion and experience. There is; in fact, a phone number as well as a live chat.
During the course of our conversation, we discovered differences between the desktop and Android versions of the Houzz website, explaining the difficulties we encountered. The Android version doesn't have the gray information banner, nor the live chat button. We sent multiple screenshots, which were compared to the app as well as the desktop versions in order to troubleshoot. All in all, we felt all our concerns were addressed and will be used to improve the functions.
The agent also offered us compensation, which was not our main concern, but was gracious and appreciated. MacKenzie went above and beyond in every capacity. She was courteous, professional, intelligent, empathetic, kind, and friendly. In short, she was everything a resolution agent should be.
She made it an uplifting experience, which was unexpected and delightful. Simply knowing that Houzz cares enough to assign caring young people to resolve sticky situations makes all the difference.
Update by user Sep 20
HOUZZ HORRIBLE EXPERIENCE
Original review posted by user Sep 20
This was hands down, the WORST online buying experience ever, and, as both 100% disabled veterans, we buy a lot online.
Our item arrived; defective. We tried to contact the vendor through Houzz, but their email address was incomplete, so it wouldn't go through.
Naturally, we then tried contacting Houzz. There are many glitches in their email system; when we finally received a response, after many error codes, we got a generic email; ASKING US TO AGAIN FILE ANOTHER REPORT. This is after 5 previous reports filed with photos!!
We searched everywhere for the vendor's email address, outside of the Houzz site, and explained the issue. It was apparent that all problems led back to Houzz; their incompetent and negligent process, or lack thereof.
THERE'S NO WAY TO CALL THEM AND NO LIVE CHAT. BUYER BEWARE!!
Disabled folks; RUN!!
Our only mistake was purchasing this through the Houzz site instead of Amazon. Houzz had better learn more than a few tips from their competitors, or they won't be in business much longer.
After finding the vendor's email outside the Houzz site, the email we received was gracious and kind, and apparently ignorant of how Houzz is handling her business. She corrected the error swiftly.
Needless to say, we WON'T be giving Houzz any more of our business or our money.
Anything seen on their site will be purchased through Amazon, or not at all.
We have no problem whatsoever with the vendor, who resolved the issue as soon as she was made aware. We will only purchase from this vendor through Amazon, since communication is a huge problem with Houzz.
HOUZZ HAS APPARENTLY FORGOTTEN WHAT CUSTOMER SERVICE IS...
Reason of review: Poor customer service.
Monetary Loss: $100.
Preferred solution: IMPROVE CUSTOMER SERVICE; GET LIVE AGENTS ON THE PHONE. CREATE A CUSTOMER SERVICE PHONE NUMBER.
Houzz Pros: Nice selection when the order is on time and undefective.
Houzz Cons: Nonexistent live customer service.