"Ordered two matching rugs for the same area of the house. Online order was accepted. The next day we received notification that one rug had shipped. The following day we received notification that they were out of stock and that the second rug would not ship as the item was no longer available. Who does that? And after spending hours picking these out. Now we have to go through the hassle of shipping the now mismatched rug back... ahhh! Not a good first impression."

"I would never buy anything from this company again. We bought a $1,800 outdoor furniture set. It was extremely poorly painted. Very thin in many spots then chipping in other areas. The welding was also unprofessional. When we asked customer service how they could fix the paint issue, they said we could paint it at our cost or we could return it. Not very good customer service. We did get our refund but extremely poor quality and weak customer service. We also did not get refunded for the $150 delivery cost to our house. At least they paid for the return shipping. We were amazed at how poor the quality was. Very, very dissapointing."

"Do not do business with these folks. Their customer service is terrible. I returned an item I had purchased (purchased on 3/26 and returned on 4/18 - with a USPS delivery confirmation of 4/20). I followed all of the instructions on their website and then waited two weeks and never heard from them - so I started sending emails. I was told by Tanya that due to their strict return policy (which is advertised on their website as a "no hassle return policy") that they would not be able to issue a refund but would send me a gift card instead. Apparently they held my return in their distribution center until the 45 days had passed so they wouldn't have to issue a refund. I find it totally unacceptable to that they have refused to issue me a refund. At least I can use the gift card at Home Depot because I will never shop with them ever again! "

"We ordered an outdoor rug and found that when it arrived, there was a huge pull in the fabric right in the middle of the rug. That told us right off that their quality control was non-existent. When we called to report the flaw, we were told that they would mail us a return shipping label so we could take the rug to UPS and ship it back. Why not be pro-active like most good on-line stores and provide the return label in the original package? Strike 2. It took about a week and a half to receive the return label, so we did as told and took the rug to our local UPS store. Two weeks later we had not heard anything from them as to whether or not they'd received the rug and when we could expect a replacement. We sent two e-mails and got the usual automatic reply saying they would respond within 72 hours. When we did not hear back within the 72 hours, we called today and found out they had received the rug two weeks ago and sent it back to the warehouse. When we asked if they'd shipped the replacement yet, the answer was "no". We heard enough and cancelled the order. They said it would take up to 5 days before the charge is reversed on our credit card. Right afterwards, they sent an apology e-mail with a $15 off coupon for our next purchase. What unbelievably bad/non-existent customer service. We will never buy from them again in our lifetimes."

"I will never ever order from Home Decorators again. After a month I still don't have 3 of the 4 rugs that I ordered. They have already charged my credit card over $1000.00. When I called to find out where my order is, I was told that I had entered an incorrect zip code for my address on line and there is a fee to correct it. What really happened is they had given the freight carrier an incorrect zip code and I had to pay $7.00 dollars to correct their mistake.
I know the mistake is theirs because one of my rugs already delivered with the correct information on it.

I told them to cancel my order and was told by the customer service supervisor that I would be charged a 25% restocking fee.
So I paid the $7.00 charge and told them how horrible their customer service is.

After I hung up I received an email offering me $50.00 discount on my next purchase which I will never use.
In the almost 30 days since I ordered no one called me to tell me there was an issue.
They need to train their employees on the meaning of Customer Service!"

"Don't buy ANYTHING from this organization. I purchased an outdoor umbrella which had the two screws necessary to attach the top pole to the bottom were drilled off-center. Had to go to Home Depot to come up with a fix. Have had the umbrella for less than one week now and now notice two small holes in the umbrella fabric at the top.. Bottom line, a pile of junk. Don't waste your time or money by buying anything from this organization."

"Do NEVER NEVER buy anything from them. I ordered two items both arrived broken. Also the quality of their items is extremely cheap"

"I had a similar experience to a lot of others on this site. I placed an order and received an email confirmation with an estimated ship date in 5 days. 2 weeks later I log on to the site to check on my order. Now the estimated ship date is in 5 MONTHS!!! When I called to inquire what was going on, I was told the item is on back order. No apologies whatsoever. just a very matter of fact tone. I entered a poor review for the item on the website-- but I have yet to see it appear. I suspect they select only positive reviews for inclusion in their ratings. I definitely recommend staying away from this company."

"I hate to write this review because I love the stuff in their catalog but I had such a bad experience that I need to share it. First, I ordered about $5,000 worth of furniture for my new house in July. However, I never received any information regarding delivery. I contacted them to ask and they said they weren't sure when it would be delivered because they use a 3rd party carrier. (And not just one, I had stuff coming from USPS, a deliverer called Seco" and others.) I had to cancel the order because we were going out of town for a week and were not able to determine whether the items would arrive during that time. Second, when I did finally place another order in August, the shipments came unexpectedly (my husband was home, luckily) and in SO many boxes - I'm talking 4 boxes for EACH of my 6 dining chairs. Nothing was put together! (If I wanted to put things together I would've gone to Ikea!) I can't even explain how many boxes, styrofoam and plastic we had piled up in our basement and the three trips to the dump were annoying. Third, while spending our whole first week in our new house trying to put our furniture together, my husband noticed a large scratch in one of the desks but what were we going to do? Put it back into one of the 16 boxes (no joke, 16 boxes) that the desk came in? So, I'll live with the scratch. And fourth, I just received the catalog and all of my items are on sale (the Martha Stewart Lombard dining collection and the Executive desks). I would've saved $500! However, I called and they said they won't give me a refund because they only do that for 14 days after delivery. I asked if anyone could've told me that a sale was going to happen and she (the SALES lady) said, "No, we don't find out about those sales." Wha??? Unfortunately I can never order from here again. Good luck to all you ladies who fall in love with their catalog items as I did. It's a rocky road!"

"I ordered an artisan cabinet from Home Decorators in August 2011. I was pleased that the order came within a week. I was not pleased with the instructions for assembly. My main probelm occurred when trying to install the sliding doors (item #01690). Part #4 was bowed and would not allow the drawer to close or the doors to fits square on the edges. I had a gap of .75" at the top. I called to see if they could replace the part. I spoke with 'Jennifer', who said they had 40 of the cabinets in stock and would replace the part along with 3 missing screws. I called today (9/13/11) and spoke with 'Tia' who said they don't have the cabinets in stock and would try to ship the part after 10/25/11. I am very displeased with the product and the lack of honesty in answering my questions. I just read the reviews about Home Decorators and wished I had read them before ordering."

"Do NOT USE THIS COMPANY!!!!!!! I, too, am completely, positively angry with Home Decorators Collection. They charged my charge card in June! I still have no furniture. They finally refunded $1107 of the $1277 charge! Almost 3 months later!!!!!!! I don't get how they can keep $170 for doing absolutely nothing."

"I echo what's been written here and want to add they don't honor discounts, provide receipts and could care less when you cancel an order. Getting a receipt to show what you paid for is basic business, they couldn't generate one and wouldn't honor the discount I plugged in. Avoid these people or watch your credit card bill like a hawk."

"I wish I had checked reviews before ordering rugs from this company. However, seeing they are affiliated with Home Depot, I made the assumption they are a reputable company. They charged my card the day I placed my order. The expected ship date passed and I did not receive a shipment confirmation, so I contacted them to see why my order was delayed. They informed me that one of the items was delayed for another two months, yet I never received notice of this, and presumably would not have had I not contacted them. I therefore cancelled my order, and was told it would take up to 7 business days for the credit."

"I too had a BIG problem with customer service at Home Decorators. My story is similar to others here so I won't go into the gory details, but I think the only training their staff gets is how to say "I'm sorry for your inconvenience" because resolving a problem with them takes an act of congress. I did have a positive experience the first time I ordered, but the second time I ordered it was a nightmare. In short, I think if there's no problem along the way with your order, they rate well, but if you have any glitch along the way - be prepared to have a lot of your time sucked away making phone calls. Just a suggestion, don't even bother to talk with a customer service rep. Ask to speak with a supervisor."

"I wish I had come to this site before ordering. I ordered a file cabinet in January; now April and no merchandise. Company sends no correspondence but simply continues to extend the ship date when checking the status of an order. Got a courteous reply from customer service when inquiring about my order and requesting cancellation if they could not provide a ship date. In essence "we're sorry you're disappointed". No cancellation or refund. I plan to contact the CEO of HD to see if he even cares. "