Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to a one year Houzz pro program. I was told I was obligated for a year and I could cancel after a year. I sent an email requesting to cancel and I was told it went into an automatic renewal for another year. And that I cannot cancel. I have asked already 3 times to please cancel. I'm pretty much told I'm stuck for another year. How does a company run a business like that? I am totally disappointed and I just don't know how to resolve this.

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/08) */ To Whom It May Concern, We apologize for any inconvenience or misunderstanding regarding your Houzz Pro account. Per the terms and conditions when signing up for Houzz, your account was renewed at the anniversary date. Houzz requires a 30-day notice in the event that you wish to not renew your program. This is outlined in the agreement that you signed. The Auto Renewal process is intended as a courtesy to save professionals time and allow you to keep previous pricing regardless of any increased market price. Houzz did not receive a notice, nor any reason to think you did not want to continue. Your CSM has offered to connect with you to make changes and turn things around to better suit your needs. If you have any questions or concerns, they will be able to assist. Sincerely, The Houzz Team

• Initial Complaint

  Date:08/13/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a small business owner, new to interior design and slowly building up my business from the ground up. I have been trying to get early termination fees and conditions in writing from Houzz for the Pro services I signed up for. I made the mistake of not scouring the web for reviews on the Houzz Pro program and am paying the price in time and money for this risk I took in signing up for a service without doing the due diligence. I signed up for a 1-year contract on 5/27/22 with **********. In short, none of the leads generated in the last 78 days have resulted in anything viable in any way to run or grow a business. Here are the facts: Of the 17 supposed leads sent my way, 8 have non-legit phone numbers, all 17 phone numbers always go straight to voicemail, and 4 have non-deliverable email addresses. I have called each lead on average 4-5 times with no response. I have emailed 6-7 times and am similarly not sure if these emails are landing in real people's inboxes. I was sold onto the Houzz Pro platform making the connection, and on me as the designer making the conversion. I reached out to my onboarding specialist ************* whose response was to wait until my contract is up for auto-renewal ($8,400 later) and that there is no option for mid-year cancellation. A quick ****** search reveals that some Pros have managed to cancel their subscriptions with a 4-month fee. The option for early termination outlined by Houzz here: ******************************************************************************* allows them to cancel my subscription if they do not receive content from me as a designer (to drive their business platform and product tagging). There should be an early termination option for me as a designer, even if fees are required, if the service is not working for my business needs, which it clearly has not. I have emailed********************* requesting an early termination option as stated on their website, with no response.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 6, 2022/08/18) */ To Whom It May Concern, We are sorry to hear the professional is unhappy with their Houzz Pro experience. We take feedback very seriously and strive to create a great experience for our professionals. A member of our team has since connected with the professional and has dropped them to our Software package and extended their next month free. As always, Houzz is committed to making sure that the professional experiences long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business. If the professional has additional questions regarding their account, they may contact their account manager. Sincerely, The Houzz Team Consumer Response /* (2000, 8, 2022/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to connect with a Houzz Sales associate who was able to resolve the problem and update my account. Thank you for your quick response on this matter.

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document Click here to Get the File - use the Password: ******** *****************************************************

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/08/25) */ To Whom It May Concern, We are sorry to hear that the professional was unhappy with their Houzz Pro experience. We take feedback very seriously and strive to create a great experience for our professionals. We have since been in contact with the pro to assist them with their account and review the features included. As always, Houzz is committed to making sure that the professional experiences long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business. If the professional has additional questions regarding their account, they may contact their account manager. Sincerely, The Houzz Team Business Response /* (4000, 12, 2022/09/21) */ To Whom It May Concern, We are sorry to hear the professional is still unhappy with their Houzz Pro experience. We take feedback very seriously and strive to create a great experience for our professionals. Houzz can confirm that******** agreement has been canceled as of today, September 21st. If they have additional questions, we encourage them to reach out to their dedicated contact. We will be sure to consider the feedback provided on their experience with Houzz Pro. Sincerely, The Houzz Team

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a small business, we were looking for ways to increase our marketing / lead generation and agreed to a 1 year Houzz Pro subscription. The sales person indicated that we would get qualified leads based on location, project size and type. The subscription pricing are sliding scales with the more money you spend the more leads you get. We had an average budget based on similar firms in the area and the sales person projected we would get a certain number (20-30/month projected) of leads. They said once your profile is set up there is hardly any time we would need to spend on it. After on-boarding with another Houzz staff person, he told me that my profile looked good (photography, copy etc) with all of my metrics in place (price point, locations, project types). He said to get 10 reviews which I did. 90% of the leads I received in the first couple of months were spam / phone calls (Angie's leads) which is not in alignment with our targeted client. At this point, I was assigned another staff person who said because I deleted all of those spam leads they couldn't send to their analytics team to help diagnose the issue. So they gave me another assigned phone number. Over the next 2 months, I had the same % of spam calls with the remaining leads coming in mis-aligned with the metrics for my target customer. I asked for a refund in the spring. They said they could do that and gave me a "higher ranking" at no additional charge. The past 2 months have been the same in that any leads I get are either ****** list or significantly mis-aligned metrics. I now have a third "Customer Success Manager" who is trying to troubleshoot. Any time you want help you have to schedule something weeks out and only get 30m to bring them up to speed. The platform does not work and Houzz is not staffing it properly to serve their paying customers. There is a complaint from 7/14/22 that parallels my experience which tells me this is systemic and not isolated. See uploads for receipt, email corr.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/19) */ To Whom It May Concern, We want to take this opportunity to apologize for the experiences that you've had thus far with your Houzz marketing program. We understand that the program has not lived up to your expectations. Your new CSM has attempted to schedule a call with you to discuss your concerns and offered to increase the visibility of your program complimentary as well. We understand that your only acceptable resolution is a full refund on your marketing subscription, but per our policy we will need to speak with you first. Both your current Client Success Manager as well as a member of our leadership team have tried contacting you about scheduling a short call to not only discuss all your issues but to find an acceptable resolution as well. Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Houzz Pro program has not lived up to HOUZZ's expectations / sales pitch; our expectations were only formed due to what your sales person laid out. We were told we would have a range of 15 - 25 or so qualified leads each month. We have received less than 3 total since March. We have received a very large amount of spam and mis-matched leads even since "increasing the visibility". I have had multiple meetings with multiple staff representatives complaining about this including "increasing the visibility" back in the spring with no change. That is why I declined additional conversations / meetings with new staff who do not know the history. However if what you are implying is that I need to schedule one more meeting to get the refund, then I will schedule one. I would like to underscore that this is an identical complaint to at least another that was fully refunded so this is not an isolated incident and there is precedent for the refund. At the end of the day this is not 'truth in advertising' and while the Houzz staff may be acting in good faith and within their means, the Houzz Pro structure and results does not align at all with the sales pitch. Business Response /* (4000, 9, 2022/09/07) */ To Whom It May Concern, Our sincerest apologies that we have yet to come to a resolution on this. As discussed via email, we are both canceling your Houzz marketing program and issuing a refund to you for the remainder of your subscription. Once the refund has been processed, please allow 8-10 business days to reflect this on your credit card statement. Sincerely, The Houzz Team

• Initial Complaint

  Date:08/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of this year, I stumbled upon Houzz while looking for an online invoice template and they offered a free trial and it looked like they had the resources that I could use so I signed up. This was just a side job for some handyman work I was doing. I submitted the invoice I got from using the Houzz pro app, it was rejected as it didn't meet the company's requirements so I ended up having to use a free invoice template I found online elsewhere and I knew right then that this was not a service I wanted to keep! However, unlike every other free trial that I've ever signed up for, this one was impossible to cancel anywhere on the app or on the website even though that was the Avenue I used to sign up... The ONLY way to cancel was to call them and speak to someone during business hours. Well this being a side job for me made it so that I was extremely busy and their business hours did not coincide with my schedule and I was unable to call them and then I forgot about it until after the 30 day free trial was up and I noticed my account was charged. When I finally got around to calling them which was in March, I spoke to a lady on the phone who assisted me with my cancellation request and I asked her if I could get a refund of the fees since I didn't use the services and since they made it so difficult to cancel the free trial. She said she took care of the cancellation of my subscription and that she would send the refund request up the ladder to have it processed. I assumed all was good however realized a couple months later when my account was still being charged that they canceled the auto renewal but they said I was in an annual contract which I for sure did not remember being a part of the free trial! I have a VM left by a lady from Houzz that said, "I only had 5 months left"! Why would I waste $500 more dollars? They make it hard to cancel to try and lock you in for a year which is illegal and it's a scam! I'm sure they will have a class action lawsuit soon!

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/19) */ To Whom It May Concern, Thank you for providing us with this feedback on Houzz Pro and our cancellation process. We can confirm that the professional's account has been canceled and we have processed their refund as well. We will be sure to consider the feedback provided on their experience with Houzz Pro. Sincerely, The Houzz Team Consumer Response /* (3000, 12, 2022/10/17) */ I checked my account and no money was refunded as they stated in their response. I waited for a while to see if it would be refunded but it has not for sure in the month of August or September and so far in October. If they can please process the refund and provide details or proof that would be great! Thank you. Business Response /* (4000, 14, 2022/11/02) */ To Whom It May Concern, We have confirmed with our billing department that we are unable to issue any refunds to your account as all charges have been disputed with your bank. At this time we suggest you contact your financial institution and request to speak to their disputes department. They will be able to give you a better understanding of their dispute process and how long it will take to receive the refund. We apologize for any inconvenience. Sincerely, The Houzz Team

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Houzz has very deceitful practices. What you're paying for is not what you get! And no one from the company will assist you, they will just waive a contract in your face and disregard your concerns. As a small business owner, I started using their pro services and lead program for my company. When the year mark came around, a Houzz sales representative aka "client success manager" sold me another contract IN ADDITION to the one I already had, promising me increased exposure in several markets. After I signed the agreement I didn't receive a client or even a qualified lead from the new contract (which was double the price of the first one) for months! I had trusted Houzz so much that it became one of my only lead generating sources and then I stopped getting quality leads and went months without receiving 1 client from 2 CONTRACTS! I asked to cancel the second contract and receive a refund for the months I paid and had zero clients. They denied this request saying I was forced into paying this for a whole year and had to pay a few months to cancel, even though I wasn't receiving any evidence for what I was paying for! So, I then asked to renegotiate my contracts because it was not producing the business they had promised and therefore was becoming such a large expense for little to no return. When I brought this to the client success manager, she ignored me for months! Even missing a scheduled **** meeting I had to discuss with her. I was BEYOND patient with them and then finally they emailed me back with a solution which was barely a change in price. Meanwhile I had spent thousands over months of them taking weeks at a time to respond to me. Once we came up with a solution on a Friday they promised me I wouldn't be charged on Monday since we were signing the new contract. Monday I was charged AGAIN! I am about to have to close my business because of this. I want someone to be responsible and CANCEL MY CONTRACT!!! THIS IS NOT OK!!

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/12) */ To Whom It May Concern, We are sorry to hear the professional remains unsatisfied with their experience on Houzz. The professional reached out at the end of February requesting to expand their marketing efforts with Houzz. Another contract was signed on March 2nd, 2022 expanding the reach. The second agreement was signed where Houzz added additional complimentary exposure in their current markets. Email communication indicated that they would be signing two agreements each at the rate agreed upon. The professional then reached out at the end of May requesting to cut advertising costs back as the cost was too high. An amendment was sent on 6/20/2022 with new markets and a new rate for the professional which has not been signed. The professional is refusing to sign this change to her agreement. Multiple attempts have been taken by Houzz to assist in resolving this matter. If the professional is in need of any additional assistance, we would encourage them to reach back out to their dedicated Client Success Manager. Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why would I sign another contract with Houzz after seeing zero business from 2 contracts I had with them over several months? They still have not addressed my concerns about their services and lack of results. As a small business owner, it's not sustainable to make large investments in marketing and see zero results. Of course you would have an issue with this as a business owner. I only started two contracts when one of their "client success managers" sold me an offer "two for one" expanding my markets by more than double (supposedly). You would think by expanding your markets and paying double what you were previously, your results would at least double. Instead, it was months and I received zero new business. I received a few leads that weren't even services I offered! I would be interested to see the numbers of what you actually pay for. Not once have they offered to show numbers or explain how their marketing works, but it seems like it's just one big scam. Unfortunately, I'm not the only one. There are several small business owners and even large business owners who have opened up about their experiences online. Several professionals have this experience with Houzz, unfortunately. All I'm asking for is to go our separate ways and cancel my account. I have made it very clear I will never sign another Houzz agreement. Business Response /* (4000, 9, 2022/08/26) */ To Whom It May Concern, Thank you for providing us with this feedback on Houzz Pro and our cancellation process. We take feedback very seriously and strive to create a great experience for our professionals. We can confirm that we have processed the professional's cancellation request at this time and hope to resolve the issue in the future. Sincerely, The Houzz Team

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company promised business leads would be provided in exchange for their monthly fee. They have not provided anything in return for my payments. I have asked them to cancel my account, but they are threatening me now that I must continue to pay them for ten more months at DOUBLE the rate I signed up for.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/08) */ To Whom It May Concern, We are sorry to hear that the professional was unhappy with their Houzz Pro experience. We take feedback very seriously and strive to create a great experience for our professionals. We were able to come to a resolution and have extended a promotion/discount for the remainder of their term. As always, Houzz is committed to making sure that the professional experiences long-term customer satisfaction and is able to continue utilizing the platform as a resource for their business. If the professional has additional questions regarding their account, they may contact their account manager. The Houzz Team Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not interested in being part of this website any further at any cost. Something with no value is worth nothing at any price. It is totally unreasonable for Houzz to expect me to pay them hundreds of dollars every month when they have provided nothing in return that was promised - BUSINESS LEADS. Without that, all their fancy management software tools are totally useless and worthless. I don't want them and I'm not going to pay another dollar to Houzz. They should refund me what I've paid them so far, but at a bare minimum they need to cancel my contract and do not try to collect any more money from me. Business Response /* (4000, 9, 2022/08/12) */ To Whom It May Concern, Our team has reviewed the professional's additional comments and a cancellation request has been submitted. Once approved, it may take up to 7 business days to process. We appreciate the opportunity to address their concerns and are in communication with the professional to ensure this is resolved. If the professional is in need of any additional assistance, we would encourage them to reach back out to our support team. Sincerely, The Houzz Team Consumer Response /* (4200, 11, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Houzz stated that an attempt had been made to communicate with me about this issue. No such attempt was made, and none are necessary. Houzz only needs to cancel my account and notify me when that is complete. After that happens, I'll close this complaint. Thank you. Business Response /* (4000, 13, 2022/08/19) */ To Whom It May Concern, Our team has reviewed the professional's comment and we can confirm that the cancellation request has since been processed and the account has been closed. We appreciate the additional opportunity to address their concern and if the professional is in need of any additional assistance, we would encourage them to reach back out to our support team. Sincerely, The Houzz Team Consumer Response /* (2000, 15, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This order was for a graduation gift; a unique Physician business card holder. The order details included the correct delivery address, however, when delivered, the UPS tracking delivery address was not the address for this order. Once connected to Houzz customer service, I was told a replacement would be shipped to an address direct to the recipient for this timely graduation gift. No such thing occurred. When I followed up, they said, the investigation of the missing package would take 8-10 business days, and they did not send a replacement as promised for the timely graduation gift. This appears to be a fraudulent company with extremely poor customer service. I have been charged $$$ and have no gift for the graduate.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/15) */ To Whom It May Concern, We are sorry that the customer's order did not originally arrive to them. Our team worked with the merchant who fulfilled the order, and can confirm that a replacement was shipped and delivered to the correct address on 8/6. Should the customer have any questions or concerns, we encourage them to contact us through help.houzz.com. We are here to help however we can. Sincerely, The Houzz Team

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I trialed this software and had come changes with my trial they fixed for me. I was told I wouldn't be charged for anything and could cancel from the app. They won't cancel the account, my rep wont even respond to me, they refuse to refund the $50. You can see in the email attached this was all for a trial and was dependent on my satisfaction.. I'm not satisfied and don't want anything to do with them.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/17) */ To Whom It May Concern, Thank you for providing us with this feedback on Houzz Pro and our cancellation process. We can confirm that the professional's account has been canceled and we have processed their refund as well. We will be sure to consider the feedback provided on their experience with Houzz Pro. Sincerely, The Houzz Team Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refunded the money after close to 10 days and multiple emails about how hard it is for them to cancel an account or process a refund. I'm happy to never do business with them again and to share all of this with all of the other contractors. The screenshots from Houzz employees will share all their nasty tricks.

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have detailed problems with the merchandise they sent me and asked for a return label. I was within the 30 day return policy and I still cannot get a return label for the defective merchandise. How can I force them to accept the return and refund my money.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/02) */ To Whom It May Concern, We are sorry to hear that the customer is having issues with their order, and also that they have not been provided a return label. The email address associated with the complaint and related cases in our system show that no orders have been placed under this account since 2017. For security purposes, we are unable to assist if the email address does not match that on the order. If the customer has a recent order that they need assistance with, we encourage them to contact us through help.houzz.com using the email address the order was placed under. We are here to assist as best we can. Sincerely, The Houzz Team Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I attached the original email from them and the original email address. I don't check that email mucch. Attached us the order number and the fifth email.they sent telling me I was out of the 30 day return period which it is now by 4 days but nor when I requested the original return. The order email is ******************** Business Response /* (4000, 9, 2022/08/04) */ To Whom It May Concern, We appreciate the customer providing us with additional details on their order. After review, our team is currently working on having this picked up for a refund. As the customer stated, this was indeed reported within policy, and is being treated as such. Should they have any questions, they may reply to our previous correspondence. Sincerely, The Houzz Team