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1.6
Updated by user Jul 15, 2016

In contacting a couple of people at their headquarters none of them responded either, this seems to be a systemic issue across their company, not just 1 person or seller.

Original review posted by user Jul 14, 2016

“Horrible service, unethical and defending a seller rated an "F" by the Better Business Bureau” - Wow, this site confirms my suspicions that Houzz is likely deleting others' truthful, albeit negative comments as well. I too have had a horrible experience with Houzz and one of its sellers. In trying to post the below review Houzz deleted it even though it is verifiable and complies with their acceptable use policy. I added the review back because others have a right to know, they deleted my account and all of my idea books, so I contacted them to find out why they are not trying to resolve the issue with their seller that is rated an "F" by the BBB, and why they even allow that company to sell? No response from Houzz except "they consider the matter closed". I created another account, they deleted that too. I tried to talk to their customer service, only got the run around, supervisor "Carly" who others have complained about on other complaint forums told me "she escalated to Headquarters in Palo Alto to call me back". I haven't received any calls but today got a cryptic email back saying they "consider the matter closed". Seriously!?! I expect to leave honest feedback and have it visible so others don't make the same mistake. What kind of marketplace deletes honest feedback?

This is the review I posted that they keep deleting, shame on Houzz and shame on FoxDen Decor:

Buyer beware, Fox Den Décor is rated an F by the Better Business Bureau for failure to properly resolve customers issues: http://www.bbb.org/elpaso/business-reviews/furniture-retail/fox-den-decor-in-canutillo-tx-9914****

Their posted business location of 7142 La Junta Canutillo, TX 79835 is also for salehttp://www.trulia.com/property/313138****-7142-La-Junta-Dr-Canutillo-TX-79835 so I contacted the listing agent to find out details on if this was a reputable company because they didnt deliver my order on time. He said this is now a vacant warehouse and currently under contract with a buyer. He also said Fox Den was renting it but they had a falling out with the owner and didn't leave a forwarding address. Vacant warehouse likely explains why I didnt get my order on time.

In contacting Fox Den and its subsidiaries about my order issue, they didnt respond to all voice mails or emails directly in a timely manner, and in the majority of calls/emails didn't respond at all (ones they did were usually vague of "pass message along", not direct answers). I am a customer of Fox Den and its subsidiaries and they promised to ship my order by June 24th yet cancelled it within 24 hours of when it was supposed to ship for no apparent reason, no prior notice. If they didnt want to do the order / not able to do it, then they shouldnt have wasted more than 5 weeks of my time waiting for my order and delaying completion of my bathroom remodel.

Fox Den and its subsidiaries seemed very responsive in posting to potential customers in Houzz product questions so I tried to use that as a means in contacting them to resolve the issue after I was already a customer, but they did not resolve it in delivering what I ordered after waiting so long. Therefore, I am letting you know what you are getting in to should you decide to buy from this company.

The Better Business Bureau doesn't rate a company like Fox Den Decor an F for no reason buyer beware! Good luck on your project!!

Reason of review: Poor customer service.

Houzz Pros: Pictures of designs to generate ideas.

Houzz Cons: Lack of responsiveness, Did not follow through on commitment, Did not send product.

Location: Round Rock, Texas

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Thank you for your comment about ordering through Houzz. Before I hit the purchase order button I decided to Google customer reviews, whew, glad I did

Marie Kujawski

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