Houzz customer service is awful!

[dr.girlfriend]

I ordered a bench from Houzz mostly so I could use a $100 credit I had that was only good on orders over $600.  It was available on other sites for at least $20 less, but I figured it was worth it to use the credit.

When it came it had this big black mark:



I tried removing it with a wet cloth and seeing if it would scratch off, but it's definitely some kind of permanent marker.  I called customer service and they said "A pen mark does not constitute damage" and I would have to pay for return shipping!  I've ordered some big things from Houzz over the past few months, including our $2k bathroom vanity.  Never again.

[litasail]

Ugh. Try a Magic Eraser?

[k3am]

If all else fails, credit card chargeback?

[k3am]

Oct 15, 2019 21:04:32 GMT -5 litasail said:

Ugh. Try a Magic Eraser?

Might get it off but will probably damage the finish in the process. Old English can sometimes fix it if you do go that route. I learned the “fun” way.

[ktzmoh]

If it's a sharpie try rubbing alcohol. That will usually get sharpie off. I'm sorry - that sounds like some bullshit customer service.

[bullygirl979]

That's BS! I would keep escalating it to see if you can complain enough and get return shipping. Threaten to file a dispute with your CC company.

[Mrs.flang]

That's BS. Were you able to send in the picture because I wouldn't call that "a pen mark". I'd probably call back and try again with another rep or someone higher up.

[Deleted]

No. That's some bull crap right there. You as the consumer should not be responsible for that. I once sent a couch back because of a misplaced staple. I'd keep calling back until you get someone who can actually help you. If you are able to get it off, they should at the very least refund you some money.

[tripleshot]

That’s bs! I did successfully get a lot of dark purple sharpie off of my brand new dining table with a white pencil eraser. Thanks, DS. Maybe give it a shot and see if it works. Otherwise try tweeting them or calling back to get a different rep and escalate it to a manager.

[dr.girlfriend]

Oct 16, 2019 8:17:00 GMT -5 Mrs.flang said:

That's BS. Were you able to send in the picture because I wouldn't call that "a pen mark". I'd probably call back and try again with another rep or someone higher up.

Yeah, she saw the picture and just kept repeating “A pen or pencil mark does not constitute damage, it has to be broken.” 😡

[nicolewi]

I'd escalate it as much as possible, b/c that is such a bull@#$3 policy!!!

[flygirl]

Did you try toothpaste (not gel) or hairspray? I’ve heard both of those before for marker

and id be fricking pissed...if I ordered a new piece of furniture...I ordered it NEW not marked with a black mark-you suck Houzz

[shortcake2675]

I've gotten sharpie off a lot of things with a dry erase marker. Color over the existing sharpie, wipe it all off. Saved my sewing machine that someone decorated with three sharpies. But holy cow, Houzz.

[carmenere]

Oct 15, 2019 21:05:32 GMT -5 k3am said:

If all else fails, credit card chargeback?

Yeah, I usually say only do a chargeback as a last resort but I absolutely would in this case. Especially if you paid with Amex - they have a specific return protection program and are wonderfully helpful in general.