Huffman Koos Furniture

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]

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

Hi, I was able to get some updated information in regards to your merchandise and I was informed they have ordered you a new headboard with rails. This is a result from the your previous rails not fitting properly, so we are unable to determine if the issues are the rails or the headboard. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Hello [redacted] Would you happen to have your invoice number? My name is Heather, I will be working on the issues you are having. If you would like please give me a call and we will get this figured out. [redacted]  Thank you!

Store has left several messages to speak about your issue. Please call [redacted] Thank you!

Dear [redacted]First I would like to sincerely apologize for your trouble and let you know we will immediately exchange your damaged piece.  I am putting notes in your order right now to expedite the exchange and do whatever is needed to satisfy you.  Should you have any issues at all going forward please contact me directly.Sincerely,Louis S[redacted]Director of SalesHuffman Koos Furniture[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 at the moment.  (I resent being called Mrs [redacted], I am Ms [redacted])   I do not hold out much hope that the new set of furniture will be any better than the one we have, but we are willing to wait and see if it is and if it is complete.  Since my sister and I have made this purchase together, I would appreciate correspondence coming to both [redacted]
Regards,
[redacted]

Hello Revdex.com, This customer has filed a false complaint after we already spoke and I have informed him I am in the process of canceling his order. This customer asked me on the phone should he file a Revdex.com complaint and I replied I cannot inform you what to do. However, filing a Revdex.com would not help...

you any further than what I am doing considering I am already processing your claim. As you can see from the document attached which is the emails between the customer and I- he replied today as we just spoke. Huffman Koos is reputable company and we believe in assisting our customers the best way we can. Even after informing the customer we have partial merchandise ready as the other items needed to be special ordered he refused to accept partial delivery. Now, he wants a full refund of $600 which is his deposit with no penalties, although our policy clearly states a 20% restocking fee. I informed the customer I can try my best to get a full refund but once you sign off on the purchase, you agree to our terms. Furthermore, the customer demanded to speak to the regional manager but even though I informed him more than twice I am the regional contact/manager for all escalated issues. This customer has not even given me until the end of the day as the email states to have a complete answer which is unfair to not only me assisting him but to Huffman Koos as we tried to assist this customer.Best Regards,Alreema V[redacted]Customer Relations AdministratorHuffman Koos

To whom it may concern,Our service department has been working with the customer to rectify this issue. This complaint should be closed.Regards,[redacted]Collections Manager

Forwarded this to the Warranty Dept. They are working on this for you. Thank You!

This customer is scheduled for delivery of their sofa today March 22, 2016.

The customer was told in advance that the bedroom set would not be in until 07/30/2015 which as of right now is still scheduled to come in that day. I will ask the regional of sales if we can approve a refund or maybe the customer would like to reselect on something that is in stock.

I do apologize you were having a hard time getting one chair and missed some days of work. Please note your issues are being looked into and will be handled on our end. I do see a refund back to [redacted] on 01/26/2016, what other refund(s) are you seeking?[redacted] Customer Relations...

AdministratorHuffman Koos

The customer is already scheduled for delivery. We do not give out [redacted] gift cards.

Hi, I am sorry to hear of this situation and understand your frustration. Just to clarify Flor does a spanish accent and is very helpful to this company whom actually is a manager- so this is information is true. However, I just inquired about with her department for further information and...

hopefully I am able to process a refund for you soon. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

The customers sale has been canceled and a refund has been issued.

Hi [redacted] I am sorry to hear about your concern in regards to the smelling of your furniture in which you believe it may harm your family. Please note, almost all furniture comes with a slight odor and if your couch was custom made we did not open that box until it reached your home. In this...

case smells can be a bit stronger than usual as our in house inventory might have a chance to air out. However, while I was looking up your information I could not find your sale. Do you have the original receipt? If so, there should be a customer ID listed at the top of the page near the date. I would need that number to further assist or the person name the sale is under- if different from your Revdex.com complaint. Thank you,Alreema V[redacted]Public Relations ManagerHuffman Koos

Hello, I apologize about the confusion of your order however I was able to find the original delivery information in which confirms the beds were refused. I have sent this over to the appropriate departments to update your sale and also reschedule delivery, if applicable. A store associate...

should be in contact with you within the next 24-48 hours or you may reach out to the store on your own. My notes are now viewable by the store under your sale just in case you any issues arise. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

The pillows were re-ordered and have an ETA of 07/23. A copy has already been given to show that the pillows were ordered.

[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]