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May 26, 2010
May 26, 2010
Poor quality product
I purchased a small chandelier from Horchow. The chandelier had a broken piece of crystal. It wasn't one of the detachable pieces so I had to return the whole chandelier. The replacement chandelier looked fine at first glance. I was a little wary when I noticed the loose pieces were not packed in the same professional packaging as the first chandelier. Instead they were wrapped in plain paper and someone wrote the part numbers with marker on the paper packages. But trusting Horchow is a reputable company, I didn't return the chandelier. Today, I had the electrician over to put the chandelier up. After he was done, I put all the loose crystal pieces up. That is when I noticed a few problems. 1) Two of the "candles" are hooked. They don't stand straight. I tried to move them but they are still hooked. 2) The distance between chandelier arms is not the same. I noticed it because the one of the crystal strands that goes from arm to arm was really hard to put on and it hangs a more taut than the others. Consequently, the lowest point of the strand is higher than the others resulting in an uneven look as though one strand is shorter than the others. I got my tape measure out to measure the distance between the arms. The distance between the impacted arms is about 3/8" greater than the others. Thinking may be I am imaging things, I asked friends over to take a look. She agreed everything seems to be just a little off.
I called Horchow. At first they said there is nothing they can do. They apologized the item does not live up to "my" standards. I admit I was a little annoy since I am not talking about subjective things here. I am talking about degrees and inches. It would seem to me the chandelier is not living up to "any" standard. I asked to speak with a supervisor. The supervisor was very nice but she basically said the chandelier is FUNCTIONAL so there is no much she can do. I don't know about other people but when I buy a chandelier I want it to be more than just functional. If I want only functional, I will just buy a light bulb. Chandelier is meant to be the centerpiece. It is meant to look good! Anyway, the supervisor said she would refund me 10% but that is all that she can do. I don't know if that is fair or not. I just know that is not enough for me to buy from them again. I don't really have a lot of options. I can't return the chandelier since I already spent more than $100 to have an electrician to install it professionally. I am definitely not up to spend more money to have it removed. The whole experience really made me question the quality of the products offered by Horchow. I trusted the company to delivery products that are well made. Also, the different and hand written packaging that came with the second chandelier made me suspicious of what may be going on. I rated customer service poor even though they were very polite. The reason is because they kept insisting everything is fine because the chandelier works. The website does not allow customers to rate products. That is another reason why I rated customer service to be poor. I will definitely not purchase from Horchow again.