nancy w.

I have done business with Horchow for many years but recently it has been a nightmare. My first bad experience was 2 years ago when I purchased. Duvet set for $1600. I tried everything to make it work. The spread had permanent wrinkles. I spoke with customer service and followed their suggestions but nothing worked so I returned it and order something different (which I love). The problem is their return process should not be such a mess. They do not process returns in a timely manner. Apparently returns warehouse held my duvet set and then marked it as not returned within the time limit. Six months later they resent and recharged me for the set I returned. Customer service said I had returned it, but apparently their warehouse did not process the return. Now I keep on top of any returns. Recently I returned a Santa same day I received it. Took to FedX as they instruct. I waited a month to get an email acknowledging return and credit. I received nothing. I called Horchow customer service and they confirmed return had not been processed. She processed it for me.
I believe Horchow is a subsidiary of Neiman Marcus. However, I never have these problems with Neiman. Please note: when dealing with Horchow be on top of your return credit or you may never see it!