On June 15 I placed a $1704.00 order with Horizon Custom Homes for four pieces of furniture (one loveseat, two chairs and one rocking chair). The items were in stock according to the sellers website and normal delivery was three to five weeks. I paid for this order with a credit/debit card and the total amount was removed from my bank account on June 16.
Today is Tuesday, August 18 and marks nine weeks since the $1704.00 was removed from my bank account. At the date of this writing I have not received one of the chairs, nor have I received the loveseat that I ordered. So, this company still has over $900 of my money and I do not have the product. I have of course contacted Horizon Custom Homes repeatedly via both telephone (they never answer, it goes directly to machine) and email only to be repeatedly put off. The sellers sales agreement states that usually furniture ships in three five weeks, can sometimes take up to eight weeks and rarely will take more than eight weeks. It has been a total of nine weeks since this company took my money and I am concerned that I will never get my furniture or my money back.
I did some research into the actual furniture and to my dismay, found the exact same product listed at Amazon.com for less money and Amazon has it in stock! I would strongly suggest that anyone thinking about purchasing from this company go to a more reputable source! Buy the stuff from Amazon, a company that will not take your money until they ship the merchandise, will ship when they say they will and will allow refunds if the customer is unhappy. I am not sure how to get my money back on the balance of this order or if I just have to wait in my unfurnished room for Horizon Custom Homes to get it together, but I am making this report to various online lists such as Angies list and complaint as well as the Attorney Generals office and the Consumer Protection agency.
For simplicitys sake and for anyone who is interested, I summarize the communication that I have had with this company and I of course have corroborating documentation on everything that I have claimed here:
7/3/09: I became concerned because I had not received any sort of update as to the status of my order even though the entire order amount had been deducted from my account and contacted the vendor.
7/7/09: I was contacted via email in response to my email of 7/3/09 stating that one piece of furniture would ship that week and the balance would ship by July 20.
7/13/09: I did receive one piece of furniture the week of July 13. However, at this point I became even more alarmed because while I did not have the remaining furniture, the funds for the entire purchase had been deducted from my account. This meant that Horizon Custom Homes had my money for five weeks and I had of the order.
7/20/09: The July 20 date came and went without any contact from Horizon Custom Homes. I again made contact via both email and phone.
7/23/09: I was contacted via email stating that the manufacturer was behind and my order would be delayed again. Since the merchandise had not shipped, I requested that I be able to cancel my order and receive a refund. I received no response as to a refund.
7/28/09: I again called and sent an email to the vendor requesting an update as to the status of my order. They responded that they did not have tracking information.
7/29/09: I was contacted by the vendor via email claiming that they would look into the problems and get back to me tomorrow (7/30/09). I responded by again requesting a refund as clearly the balance of my order had not shipped. I have repeatedly called the vendor however I have not had any further contact with or from them.
8/6/09: I was contacted via email by the seller with a tracking number (despite the fact that I had requested canceling my order and a refund on 7/30/09.8/10/09: I was contacted again via email stating that as per the service agreement, this company does not offer refunds. I did receive one chair on this day. I have not received any further communication from this company.
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