House of Holiday — Attraction in New York

I purchased a pre-order for LEMAX Nightmares Video Set on June 10, 2025 with an estimated arrival for Late July or August I believe. After no word of an anticipated shipping date I reached out on August 8th to Customer Service, who stated due to issues getting product into the country there was a delay but they anticipated a delivery to the warehouse soon. Another month passed and no word. Again I sent and inquiry on September 12th, I got a response saying "your item has arrived at our fulfillment center and is currently being processed. I anticipate that your item will be shipped out in the upcoming week." Yet again item does not arrive and I receive no further correspondence. I emailed again on October 4th, this time, I do not even get a response from an agent in customer service, I just get an email the next day stating my order has been cancelled, "Order #__ was canceled because we did not have enough stock to fulfill your order and your payment has not yet been refunded." As anyone who collects these items knows, if you do not buy them ahead of time and something like this happens, you now cannot get the collectable at a decent price. It is now not available anywhere and is marked up exponentially. House of Holiday did not even have the decency to contact me and explain what went wrong, after promising me twice my item was received, being processed for shipping and would be out to me soon. Its understandable enough that in this economy and with tariffs and such that there can be supply chain errors, but you do not treat customers this way. Especially, ones who have purchased from you and been loyal customers and spent their hard earned money with you. I purchased something per-ordered and well in advance to ensure that I got it at a fair price and House of Holiday decided to lie about it and conceal the fact that they could not make good at their promise to deliver and therefore caused me to not be able to regroup and find an alternative means of replacing said product. There are far too many other competitors in the market to treat your customers this way. I would highly suggest not spending your hard earned money with a company that has this little respect for it's costumers.

In light of the very professional and appreciated response to my original review, I have to say my opinion has greatly been altered. I greatly appreciate that House of Holiday reached out and took responsibility and sent me a well written heartfelt message. Given that and that all previous experiences with them have been without incident, I trust that they will in fact do the right by...

I visited this store for the first time today and was initially greeted by a very friendly guy who seemed to be the owner or manager. After browsing, I decided to purchase a carousel Christmas village piece. Before checking out, I asked the lady on the second floor if I could open the box to ensure everything was intact. She advised me to do so downstairs at the register.

When I got to the register, I asked the cashier if we could open the box to inspect it. His response, given with noticeable attitude, was, “Well, you can.” As I began removing the Styrofoam from the box, I encountered a strap around it and asked if he had scissors or a knife to cut it. Again, with major attitude, he replied, “That’s not the way you do it,” As he proceeded to see I did not know what he meant, he turned the piece to show me the Velcro tab I could pull instead. (This would have been my first village piece purchase. I didn’t know this.)

When I got the strap off and started pulling the Styrofoam apart, he interrupted me once more, and again with attitude, said, “I wouldn’t do it that way,” because I unknowingly had it sideways.

Finally, as a small line of two or three customers began forming behind me (which i did not realize), he, with the same attitude told me, “move this over here out of the way.” While I completely understand not wanting to hold up the line, the lack of customer service and the repeated major attitude made the experience frustrating.

After these interactions, I decided to leave the carousel on the counter and take my business elsewhere. It’s a shame because the price was excellent, but I dont need to look at it every Christmas and think about this miserable guy who sold it to me. I suppose management tells them not to open anything or help the customer at all in case something breaks? But what a miserable person...

Update: HOH reached out and have provided top notch customer service. They indicated a new item was shipped and expediting it to my delivery address. Giving the craziness of the holidays in general and adding on the BS of covid, I couldn't have asked for better service since they got in touch. Hopefully, the new item arrives in 1 piece in good condition. The manufacturer could definitely do a better packaging job to ensure it doesn't get crushed. Fairly fragile item and the box had no support to prevent crushing.

Ordered a Pre-lit exterior decoration. After several days, it was finally shipped (direct from manufacturer) and it was delivered in a box that was destroyed. The item was broke, crushed, and basically a mess. Not HOH fault, however, I called several times and upon speaking to someone, was directed to email photos of the box and item which I sent within minutes. She then stated she would reach out to the manufacturer and call me back soon with an update. 5 days later, no response and I left another message which had yet to be returned. I'm not paying $200 for a poorly built decoration that was delivered broken. I understand HOH had limited involvement, but if they sell it, they should stand behind it. At least provide proper customer service. The item is literally a coat hanger size wire, welded to a 3D star shape with some cheap white lights wrapped around it for 200 bucks. Going to cost more to ship back then the item is worth to manufacturer. Keep in mind this is a Christmas decoration so given the Nov 17 order date and its now Dec 6, I don't expect results in time for this...