Huffman Koos Furniture

I do apologize for any delays in receiving your merchandise, please be aware I have begun looking into this issue. I will be more than happy to get you the correct items, make sure your bedding purchase comes in addition to waiving any delivery fees. Please let me know if there is anything else I...

need to do and I will try my best to get you everything you need.[redacted]Customer Relations AdministratorHuffman Koos

The sectional that she ordered was out of stock which has an order attached to it and states that it is coming in on 02/27 but I was able to look in our inventory and noticed that we actually have a few in stock. I called the customer on 02/16/2015 to see if she wanted to schedule a day for...

delivery. She did not answer so I left a voicemail. I am waiting to hear back from the customer.

[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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

I spoke to the customer today and her correct ottoman is being reordered with an ETA of 4-6 weeks. If the customer has any issues on, around or after the 6 weeks with delivery she can reach out to me for further assistance. [redacted]Customer Relations AdministratorHuffman Koos

Tell us why here...I have gotten in touch with the director of sales and regional about this matter to see if we can get the piece exchanged or if we can fix it and give back some type of compensation for the all the problems that the customer has been going through. As soon as I hear a response I...

will reply back.

Complaint: [redacted]
I am rejecting this response because: It does nothing to address the fact that even today, I called the store and it only goes to voicemail, I called the corporate office again to reach customer service and it automatically chooses option 9 which is to leave a message, and the e-mail that they claim they did not receive is the exact e-mail address I sent my concerns before my surgery.  We are approaching the 4 month point for furniture that I have been able to verify with the manufacturer is not only available and can be made, delivered and in my home in 3 to 5 weeks, but that the original pattern that I was told is discontinued, is not only available, but can be built even faster than 3 to 5 weeks.  Since I have been lied to and delayed, with still no furniture in my home to recover thanks to Huffman Koos, at this point the only acceptable response I will take is a full refund.  
Regards,
[redacted]

Good Morning [redacted],I would to sincerely apologize for your trouble.  I want to assure you we will always take care of our guests.  I see that on 7/1/15 you spoke with Sam Davis and were nice enough to give us one more chance to deliverer you a whole entire new set of furniture as soon as it arrives.  I want to confirm a brand new set has been ordered for you and as soon as it arrives we will call you to schedule delivery.Best Regards,Louis S[redacted]Director of Sales

Complaint: [redacted]
I am rejecting this response because: Vilma A[redacted] of Huffman Koos Public Relations argues that she provided an email address to send issues related to the order and that I never responded. I emailed on 10/22/16 (see attached) and copied the Warehouse Dept asking for any kind of resolution. I also called Vilma on 10/13/16 at 6:20 pm with my contact info requesting return call. Most recently on 10/22/16, I placed a call to the Rockaway Store and spoke with Judy who wondered why there hasn't been any communication from their company.If it is indeed accurate that the delivery is ready, I ask that any company rep contact me as soon as possible to schedule a delivery date and time.
Regards,
[redacted]

Dear Valued Customer,   I have looked into this issue and it is unacceptable for you to wait 12-14 weeks for parts.  I will authorize an exchange for the Night Stand.  You should receive a call within a few days to arrange for the exchange.  I do apologize for this...

delay.Sincerely,[redacted]Huffman Koos FurnitureDirector of Guest Services NY-NJ Tell us why here...

Good Morning Mrs. [redacted],First I want to apologize for your trouble.  I also want to let you know that we will 100% take care of your outstanding issues regarding your Slats and Dining Room Table.  In your complaint you failed to mention that you originally requested for your Dining Room...

set to be delivered several weeks after your bedroom set causing this minor delivery issue.  I am happy to let you know that your Dining room table will be delivered at the end of July Early August and your Bedroom Set Slats can be delivered at your earliest convenience.  I would also like to add that we offered you a beautiful loaner table from the same company until your new table arrives that your now refusing to accept.   Our guest services team to ready and willing to complete your order and help you in anyway possible.Best Regards,[redacted]Director of SalesHuffman Koos Furniture###-###-#### Ext [redacted]

Good Morning [redacted]After reviewing your complaint I see that your order was cancelled on 5/26/15 after you declined a $1700 credit to keep the set. We also refunded you in full after we picked up your the bedroom set on 6/29/15.  Again I would like...

to apologize for all your trouble. Should you have any more problems or concerns please call me anytimeBest Regards,Louis S[redacted]Director of SalesHuffman Koos Furniture[redacted]

Complaint: [redacted]
I am rejecting this response because:On 7/30 I had accepted the resolution of this matter, due to the fact that Heather from the Guest Services Dept. at Huffman Koos had called me on 7/30 and assured me that she would handle the issue of my chair personally.  she told me my chair was being shipped to NJ the week of  8/3, and promised she would keep in touch with me throughout the week to let me know status.That was 2 weeks ago. I have heard nothing since her initial call.  I have tried to get in touch with her through their guest services department and left voice mail. I feel like I was just given the same runaround (for the 4th time) I have been given since I bought this chair - Shame on me for believing her.I have also left a voice mail with their Director of Guest Services Ted B[redacted], also no response.Please let me know what are my next steps.Thank you,[redacted]
Regards,
[redacted]

Tell us why here...As you saw in the technician's report this is CUSTOMER CAUSED and I can not change that. As a courtesy we will reorder the arm and when it comes in we will schedule [redacted] to come do the repair.

Complaint: [redacted]
I am rejecting this response because:To: [redacted],Re: you email below , We are still waiting for the replacement table leaf that Hoffman Koos promised , they told us we have to wait for the container on a shipcoming in May 2016, this info was gaining go US from their headquarters in NJ.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have requested a refund and the store has advised that a refund is not an option. I asked whether the store has a written policy on refunds, since Serta advised me that refunds are given at the store's discretion, and I have not received any response to that inquiry.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I guess your salesmen lie because I received a call that the furniture would be in the last week of May.  Then I received another call the first week of June that due to "overwhelming sales of this couch" my delivery date was moved to the end of June.  I started calling the store the end of June/beginning of July to inquire but no one would answer or return my call; this includes YOU too.  Why don't you answer your phone or return messages?  Your company has been playing a big game since you received my money and I never would have placed this order if I was told the wait time could be this long.  My receipt has ETA of 12 to 14 weeks.  We are into week 21 now.  My attorney has advised me to give you this week to make good on your delivery or we will proceed with legal complaints.  The only reason in my opinion that I'm being responded to now is because I made this complaint with the Revdex.com.  You should either find more reputable vendors or get out of the furniture business. [redacted]
Regards,
[redacted]

I am unable to find a customer that purchased under the name of [redacted]  In order for me to help resolve this issue I would need the name that was used at the time of purchase.

We were made aware of customer concerns and offered a reelection. The sectional purchased was one of twenty that arrived at the same time. Each piece is separate and they are not shipped as sets. The pieces are all interchangeable. Either way any odor from packaging should have been eliminated by...

now. For this reason we offer our customer to go to the store and select another set. Ted, one of our manager's there met with our guest and there was a re-selection made. However, the merchandise selected was for a much greater amount. Store worked as best they could to bring the price down, but could not do an exact even exchange. Customer only has to pay the difference between what they paid and what they reselect, and that offer is still available.

Complaint: [redacted]
I am rejecting this response because:I am responding to Ms. V[redacted] and not exactly rejecting her response but I didn't exactly know what to do.  I couldn't accept her response because it is still an open issue.
There is significantly more than a "slight odor".  We have been unable to inhabit the living room since receiving the couch.  I do not have the ID # with me at work and will supply you with it as soon as I get home.  It is under my husband's name, [redacted]
Regards,
[redacted]

Dear Valued Customer,    I have looked into this issue and have found out that the manufacturer was out of the fabric you selec[redacted] and were waiting to receive more from their supplier.  I have verification that it is going into production and should be comple[redacted] by mid-February and...

once comple[redacted] they will ship the furniture to us.  I apologize for the delay as this is not how we want to conduct business. I have compensa[redacted] you the delivery fee of $125 on this sale and your balance has been reduced. Sincerely, [redacted] B[redacted] Huffman Koos Furniture Director of Guest Services NY-NJ