Huffman Koos Furniture

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.

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.

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

Complaint: [redacted]
I am rejecting this response because:The initial damage was caused by the delivery crew when they bring the sofa into my house.  The in-home repair service was initia[redacted] to repair the damage but failed to meet my expectation and tear is still visible on the damaged areas.  The store should provide exchange or necessary monetary compensation for this delivery rela[redacted] damages to my sofa.  Please proceed with the appropriate actions to either exchange with new unit or provide financial compensation to me for the inconveniences caused.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I followed up on this response by calling the attached number and extension to reach Louis, but he was not reachable and it said the extension did not exist. I tried contacting the manager I spoke to on 6/29, Tyreesha, who promised would call me back on 7/1 but never did. I also tried reaching out to the manager on duty at customer service in NJ (I didn't catch the name), but he or she was not reachable. I left a message and my phone number with Heather, who told me she would forward my message to all three of these people to call me back to resolve my situation on the phone (I want a refund and not store credit and I would like to see how I can get my money back, seeing as I don't have the two pieces I already paid for). Not one of them has returned my phone call, no one has spoke to me about how I can get either my money or merchandise, and managers have always "just stepped away" each and every time I have called customer service. What does it take to have someone talk to me and help resolve the situation? Again, I have already paid in full for merchandise I do not have. All I want now is my money back in the form of a refund, not store credit. Why would I want to return to a store that has treated me this poorly and has taken my money without giving me something in return? 
Regards,
[redacted]

I do apologize for any delays in getting this customer his missing chair. This was recently sent up to me to handle and please be aware this is BEING HANDLED as we speak. I requested the chair to be rushed delivered and/or shipped. This is not how we do business and I will be more than willing to...

make it right. Once, I get confirmation this chair is shipped I will make sure you receive the proper compensation for the delay of your chair.  [redacted] V[redacted]Customer Relations AdministratorHuffman Koos

Hi [redacted] & Roosevelt, I sincerely apologize for the issues you have experienced and would like the opportunity to further assist you. Please send me an email to [redacted] with your ID: [redacted], so I am able to look into this further.  Best Regards, [redacted] Customer Relations...

Administrator Huffman Koos

Complaint: [redacted]
I am rejecting this response because:
I was forced to either reselect or wait the 14weeks to get the original color that I ordered. My original preference and ask tot he rep who called me was to cancel my order altogether and get a refund as this has been a horrible and very stressful experience but I was told I cannot cancel and my only option is to wait the 14weeks (till November)or reselect. I went to the store in Freehold to see what couches/sectionals they stocked (no special orders) in white in full leather and had recliners and I did not find anything that met my needs, so I had to chose to get my original sectional choice in the only color they stock which is brown. Huffman Koos is holding my money hostage and there is nothing I can do about it, either reselect or wait until November (just to reminder you I originally ordered this 2/15/16), that would be a 10month process.Yes, they gave me $150 off my $6500 order (they should have at least given me 5-10% off). They also gave me $150 towards another purchase but why would I ever purchase from Huffman Koos again given my current experience? I actually would recommend for people to never go here, EVER. Horrible delivery and horrible customer service.
Regards,
[redacted]

Special Order living room set. Present ETA is 1/16. There was a delay with the special order fabric. Customer as per service remarks inquired early Dec about status. On 12/7 was given the ok to receive a loaner set so that they would have furniture for the holidays. On 12/10 a refund of $350 for...

inconvenience along with a $100 gift card was offered and accepted by the customer. As of 12/29 factory correspondence we are still at 1/16 ETA. We will keep our guest updated.

Good Afternoon, I have forwarded your concern to the appropriate Department to review.  Thank you!

Complaint: [redacted]
I am rejecting this response because:
Nothing has been done to resolve the issues. 
Regards,
[redacted]

[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]

Complaint: [redacted]
I am rejecting this response because: The sofa and chair and a half have poor workmanship that needs to be repaired as well as the ottoman being replaced.
Regards,
[redacted]

[redacted]
I am rejecting this response because:And what are they going to do about the tears in the fabric caused during delivery?
Regards,
[redacted]

Customer is scheduled for delivery 3/31/17. Thank you!

Hi, I am sorry to hear you are having a hard time with receiving your parts. This is unacceptable and I have started looking into why your parts are taking longer than usual to get to you. You should be receiving a follow-up from myself or someone at the store in regards to this matter within...

24-48 hours. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Complaint: [redacted]
I am rejecting this response because: You have not explained how or why your store manager would make a promise to me to get the set in 10 days, when apparently he should have known it would take 6 weeks. As far as the store notifing me when the set arrives, if they haven't had the least bit of interest in calling me throughout this entire process, what makes you think they will call me when the set comes in? In addition, please explain why there has been zero mention an some form of compensation for the ongoing aggravation this has caused.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have documentation dated November 21, 2017 that...

states my piece would be in their warehouse  within the next 5 weeks .  This date has obviously passed.  I have been given different dates each time I call.  the latest on my recorded phone states March 2017.  This is unacceptable and should not be allowed to continue.  I want a full refund at this time.  I have not received what I contracted for and paid for in full.  Thank for your help.
Regards,
[redacted]

Even though the customer REFUSED repairs, I have reached out to the regional of sales for an approval of an exchange or 15%.

Hi [redacted] I sincerely apologize for the issues you have encountered with your purchase. I do see there was a set back in regards to your chest and it needed to be placed on back-order. I am sorry to hear about you also being without a mattress while pregnant. However, I am looking into the chest...

issue to see how we can further assist you in this matter. Best Regards,Alreema V[redacted]Customer Relations AdministratorHuffman Koos