Huffman Koos Furniture

Complaint: ***
First of all you are a liar and we're not involved in close to 90% of the conversations regarding this matter so it is unclear why a person whom I've dealt this little is responding to an issue he was hardly involved inYour delivery driver DID in fact state this happens all of the time, as most of your customer reviewsThe delivery driver mentioned it BOTH deliveries, so while I appreciate you calling me a liar on a situation you are barely involved inI communicated with the delivery driver I don't trust anyone from your company and there were there hours because YOUR COMPANY doesn't answer the phone for customers with a direct responseI NEVER changed my storyI accepted terms on conditions your company would follow up with me, and they didn'tI had to call everyone and still have not a direct response only empty promises, is that service? My "story" with Janet was "oh my god the whole sofa is inside and every piece is damaged" I didn't mention the table so please reread before responding and get the accurate history of a situation you were hardly involved inYou offer a repair, replacement, I accepted that believing I would hear backDid I ? Have you called? NoThere is no customer service on your end and I cant keep chasing your storePlease have someone respond with a little more history on this matterWe never signed for the delivery, I confirmed the discount of 10% in my previous complaintBut the merchandise was cracked, I paid for new, you resepond as if you did me a favor, you need more professional polish sirAnd as for my story, the change is the lack of trust I now have in a company who does not reply or call or follow throughI said I would prefer to keep the damaged sofa, come inspect it, compare the drivers pictures as well, and offer a discount as I paid for new and new was not deliveredYou give me the runaround and my story has not changed my expectation is I am a fool to want to trust a new delivery since when you so called , "ordered me another new sofa" no one has called or communicated this to us It is too much stress to deal with a company that operate's this wayI liked your associates I don't like the service after the saleI never said all of my delivery was damaged so again please read and ask others more involved before replying unrelated nonsenseI said every piece of the sectional was damagedWhich it wasThat was established and knownI kept the table and chairs and swivel chair without an issueI never mentioned anything about themSo please don't try to turn this into something it's notI did agree on delivery and also said " you will call me tomorrow and follow through,?" My mind has changed based on your inadequate response and lack of ANY communicationI have attached a sample of the damage Each piece has either a mark like this or the threading is loose I don't feel this should be charged to me as a new sofa and I should receive a discount Why a discount? Because I don't trust your delivery and I cant take off work or lose time in my schedule when they may or may not show up and may or may not be damagedAnd your company does not know how to follow up with an issue to keep a customer informed and I do not have the time to chase youYes you "promised" to fix and repair, but what have you actually done regarding my sofa? You mention my other pieces but they are not part of the complaintI didn't ask for an additional discount off the fireplace, did I? So please address the issue or find someone I can deal with who canYou are avoiding the issue of the sectionalTHAT is what this complaint is filed onThat is what I did not sign for and I picked a ln entire living room set around that pieceI don't want another one, I want to be treated fairly I could easily demand a refund but I built an entire living room set around that piece which I liked in the store The floor model was not as damaged as the "new " model you have sent meHow can you argue that? How can you swear that the driver did not say this happens all the time when you were not there? I was, and believe me he said just thatHe said it again to his coworker in Spanish as wellSo there is no confusion on what I heardWhich is really neither here nor thereI don't want to take away a piece that I picked to complete a room or live through another delivery nightmare and hold my breath of or your company to update me and have to chase and chase Your response was another runaround as you were hardly involved I will take the sofa but it's more than fair to expect a discount as its not new, I agree to any inspection you wantThis is the fastest solution so I no longer have to chase as ask and drive to yoy for answersI want this closedI'm too busy to deal with this but I want to be treated fairlyFairly is not paying new for damagedThat's what I want to close this matter
I am rejecting this response because:
Regards,
*** ***

Hi, I am sorry to hear about the issue you have encountered but I did find a service report on your merchandiseThe service technician noted there is nothing physically wrong with your power chairs but I am checking on the parts statusThe service technician came out to your home on 12/2/
a little under two weeks agoI apologize for any delays but parts do not ship out overnight and can take anywhere from maybe weeks up to months depending on stock at the vendor facilityHowever, I am unsure of whom you spoke with as the last documentation on your sale was from 11/22/in regards to your delivery. Thank you, Alreema V***Public Relations ManagerHuffman Koos

Hi *** *** As a courtesy we will allow you to reselectThe issues were not reported until almost months after deliveryWith the issues reported we have no way of confirming if this was a result of the merchandise being with in the home
or from delivery. With the circumstances surrounding and health you are allowed to reselect and have days to do soIf you have any questions feel free to reach out*** *** thank you

Hi I am writting this email to inform you huffman n koos has not refund me my money for my chest after confirming me on 6th june they have taken all my credit details but on contact they are like my case is with billing department and there is nothing they can tell me about when will I get my refund Alreema v*** is there Customer relations administrator she is not coming to my calls and her staff puts me on hold all the time please help me its been more then months I am going through this torture please ask them to refund me my chest money 423$ as per promise I am sick and tired of it and ask you to please help me
Regards,
*** ***

Hello, I apologize for the issues this customer has experienced however I am unable to find their saleThe account or sale number given does not match the sale nor customer informationI have also tried looking it up by this customer first and last name but that search has come up empty as
wellIf this customer has a receipt, I would suggest sending me a picture or copy to *** with complaint ID# *** in the subjectI will also be sending Revdex.com a separate email to show of my incorrect findings to support my information of not finding this customer in our system.Thank you, Alreema V***Public Relations ManagerHuffman Koos

I responded to this complaint but I am not sure it went through. The offer is that we can offer the customer a re-selection with a discount or a refund. The dining set is discontinued by the manufacturer so we are not able to get the set that was orderedThe store manager will contact
the customer and see what can be done

Tell us why here...attached is the technician's report which states that the arm damaged is customer causedI will see if we can get the part as a courtesy

Good Morning ***, I apologize about your recent issues but unfortunately, since your order is a special order it cannot be canceledPlease review the policy in which was signed at the time of purchasing about the cancellation of special ordersYou placed your order on 03/19/and
made a request to cancel over a week later on 03/30/Within that time the product went to production within hours and now in the shipping process to our warehouse. Best Regards, *** V***Customer Relations AdministratorHuffman Koos

Good Afternoon *** ***I am sorry for all your trouble We currently have your parts arriving at your home the fist week of August unfortunately we are at the mercy of the vendor Your parts order number is *** if you need to reference this order when you callI noticed
in your complaint your requesting a new chair I will authorize a new chair to be ordered for you however this will take up to weeks and you will have to wait even longer Either way were more than happy to solve this problem with you as fast as possible Please contact Ted Besaw director of guest services at ext *** Best Regards,Louis S*Director of SalesHuffman Koos

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me at this time This being contingent on the fact that we receive the couch we ordered in proper condition on or about 1/19/ As per our conversation with Wayde at the Freehold location on 1/11/17, a tentative delivery date has been set up for 1/19/
Regards,
*** ***

At first this customer refused service on his merchandise however, we were able to order new chairs for this customerCustomer accepted delivery of walnut side chairs on the week of 03/08/

Good Afternoon,I am happy to report that the items in question were delivered on 2/7/in full and this customer has been satisfied. I would also like to apologize for the guests experience with the store manager as this is not acceptable and will be addressed.Best Regards,Louis S***

Customer is scheduled for service tomorrow

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and am awaiting a resolution to this problem by reinstatement of funds to my bank account at which time this complaint will have a satisfactory resolution.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
complaint *** - regrettably Huffman Koos created a problem.Thank you for your emails which reveal there is a problem still.At 9:55 on 4/19/I returned ***'s call @ H.K. regarding our conversation of 4/15/(she left a v.msaying a replacement was being processed) - I said NO I do not want a replacement.The sofa is not acceptable and I do not want a replacement of the same model.I called her again on 4/19/at 11:am to say Revdex.com reports a replacement is being processed - she said they are not and that her notes say customer - me - does not want replacement.I do not want a replacement and am furious I paid what I did for this sofa. Huffman is not able to sort through their communication with sales or customer service.Alreema Vining is unreachable; I get different telephone numbers for her.I cannot state more clearly than I have already and that is I do not want a replacement.I have no other avenue of recourse. Thank you, *** ***
Regards,
*** ***

You are correct it is hinges, not handlesThe hinges were ordered prior to the holidays, but have not been received as yetFor you inconvenience I have reserved a new item for you and will completely exchange for the one in your homeYou should receive a call shortly with a date to exchangeThank you

Complaint: ***
I am rejecting this response because:first of all your assertion of me causing a scene is an outright lie- my mother was my witness as she was there with me when your manager Carey promised me not once but twice that he would give us a refundThere was no scene we simply came back to the store to get the refund he promised us so what you are saying is defaming and untrue.What you neglected to say is that there were three attempts made the first having mismatched chairs that were refused which Carey agrees with and my mother was also there for that conversationThe second which came months after in which I left vacation for never made it on the truck and no one called me to tell me I had to call you! To which I had to wait another two days and take off work again to get damaged product a second time.on two occasions frank and Janet could not even locate my furnitureAfter three months you have proven unreliable and in responsive unless I call you or post to social media to get your attentionTed never spoke to me and should uphold his managers decision to give me my money back as you failed to provide a product that was I damaged and within a reasonable windo of timeHow would you feel if you did t have a dining room for three months? And I have to keep taking off work so you can keep giving me broken garbage or nothing at all?carey told me if the furniture comes damaged refuse it outright because he would do the same thing again I have a witness to this so that is what I didIf I accepted the other Chairs and that set there is no sure bet they would match just as they did not the first time
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I received my sofa today 3/22/ and I will never buy from them again and I will not give good reviews about them worst company ever
Regards,
*** ***

Dear Valued Customer I checked into your refund status and it showed that your initial payment was done by credit card and that is usually how we refund and you informed our company that you no longer have the credit card and you want a check crea***. Had you still had the credit card
it could have been done immediately. I have contac*** the accounting department and they will issue a check and you should receive it in 7-daysSincerely, *** B*** Director of Guest Services Huffman Koos Furniture

I do apologize for any delays in receiving your merchandise, please be aware I have looked into this issue and found the following informationYour new leafs have been ordered with an ETA of 10-weeks, in addition I have put in a request to send you a $gift card for your troublesPlease let
me know if any issues are not fixed in a timely manner and I will try my best to get you everything you needAlreema Vining Customer Relations Administrator Huffman Koos