Huffman Koos Furniture

Hello, I am sorry to hear you are experiencing some issues with your merchandise. However, it surprises me to see a complaint against Huffman Koos for failure to fix your merchandise after having it for 2 years. A male and a female called Huffman Koos and reached our Guest Service department in...

08/2016. The first call was between the named customer [redacted] and the agent informed you the warranty has ended on Huffman Koos side but you can try to contact [redacted] for further assistance. A female called the same day and stated [redacted] will not cover the issue. Now nearly 4 months later after two calls in 08/2016 a complaint has been filed with Revdex.com, although Huffman Koos has done nothing wrong in this situation. The policy with Huffman Koos has not changed and is listed as #10 (attached) which states we only cover furniture up to 1 year after delivery- if this is Huffman Koos or vendor caused. We cannot make an outside party such as [redacted] fix your merchandise, if they do not deem it defective on their end. Furthermore, it is the responsibility of the customer to confirm or get detailed information on what extended warranties cover. This like getting a car warranty in which covers main issues but most likely will not cover maintenance issues likes brakes, oil changes, etc. I am sorry you are having issues with your furniture but again this purchase is 2 years old and outside of the Huffman Koos 1 year warranty period. Thank you, Alreema V[redacted]Public Relations ManagerHuffman 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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

The chest this guest is looking for is in stock and available for delivery right away. There was a problem with our truck on 1/3 and an obvious miscommunication with our store. As for the store closing, Huffman Koos is doing a massive liquidation in order to renovate and rebrand. Huffman Koos plans...

on reopening after the renovations are complete. Our stores are full and our warehouse as well. We would not take a chest off the floor for our guest unless it was the last one available. I have informed the store to call our guest and book a delivery date for the chest asap.

[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. I would ask that [redacted] V[redacted] please contact me via email so that I have her as a point of contact in case anything goes wrong again. I don't have any contact information from her other than here. My email again is [redacted] Thanks for your help.
Regards,
[redacted]

[redacted]First as I told you in person I apologize for your trouble   We both know at no time did anyone tell you we deliver damaged goods all the time.  The accurate story is we brought you your entire order.  The fire place got scratched on the truck and you agreed to keep it...

for a substantial discount.  You then kept our drivers in your home for over 2 hours for no reason at all. You then refused to sign the delivery ticket so we needed to take pictures of the furniture in your home this followed by you coming to the Freehold store where I saw you. At the time of delivery 2+ hours you told our delivery manager the only problem was one of the sectional pieces was damaged.   You then came into our store and you told me the entire sectional in your home was damaged and you were going to get your lawyer involved and threatened me for no reason.  You then decided to accept service to your sections with the understanding if it were not perfect we would get you a new one.  This was followed by call number #20 now every item in your house was damaged.  You have changed the story no less than 10 times.  As I told you in the store and I am telling you again now we will happily fix, repair, or replace anything that is not as you like.  I have already ordered you a brand new sectional because I wanted you to be happy.  You accepted this option but now your complaining as if we have ignored you or didn't do right by you?  We look forward to delivering you the new sectional as soon as it arrives.Best Regards,Louis S[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]  The manager of guest services Ariana, has been in touch and , and we hope the matter will be fully resolved by next Wednesday.  We will circle back to mark the matter resolved once the items being delivered arrive and the refund is posted to our credit card.  Ariana was very helpful but we want to be sure action items are completed.
Regards,
[redacted]

We are more than willing to help resolve this issue. We would need pictures of the issue so we can make certain we replace the correct part. Pictures can be sent to [redacted]. We will also have an associate from our Customer Service reach out today to speak with the customer...

and resolve.

I do apologize for the delay in receiving your merchandise. I would surely be upset too and would seek further compensation. I was just made aware of your situation, if you may let me look into this further I can see what can be done to further assist you. While I will try my best to get to the...

bottom of this I can inform you I will not be able to compensate for a work day but may work out something to turn your frown upside down. Are you willing to work with me?[redacted]Customer Relations AdministratorHuffman 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 [redacted], and find that sending me the Serta pillows that are in stock as advised by [redacted], that will be delivered on the 13th of November is good customer service. That will hold us over until the Swedish pillows we ordered and paid for in July are delivered in two weeks. This resolution is satisfactory to me.
Regards,
[redacted]

Good Afternoon,I would like to sincerely apologize for all your trouble on order #[redacted]   I would like to confirm that your special order chair is in our Passaic warehouse ready for delivery at your convenience any time Tuesday - Saturday.  Please contact us at [redacted] and we would be happy to schedule you for delivery anytime.  Being that this order was a Special Order we will not be able to cancel the order.  Again we can make arrangements to deliver you at a time convenient for you.   Please contact me anytime should you have any problems. Sincerely,Louis S[redacted]Director of Sales Huffman Koos Furniture[redacted]

Complaint:...

[redacted]
I am rejecting this response because:
The customer service that was imparted by the manager is unacceptable and I do not wish to provide them with my business. I was given a story about an earlier delivery date and now it is being rejected. I would very much like a full refund. 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I do not want a gift certificate from them to buy anything else in their store in the future.  I will however take a gift card that I can use anywhere. Regards,[redacted]

Dear [redacted],First I would like to apologize for any negative situation you have with any of our store managers.  I am not sure I understand why your asking for a full refund as your order was promised to you at the end of July when you purchased the furniture and it is still coming as promised.  When we sold you the furniture we advised you that delivery would be end of July and you accepted this at time of purchase.  If you would be kind enough to call my director of Guest Services and work this our I am certain we can make you happy.  Ted can be reached by calling [redacted] should he not pick up he will get back to you within 24 hours.Sincerely.Louis S[redacted]Director of SalesHuffman Koos Furniture[redacted]

Hello, I apologize about the issues you have encountered at the delivery of your merchandise. However, we cannot refund you for having another company come out to push the sofa into your home. I am willing to waive and possibly refund the delivery charge you paid for since a full delivery could...

not be made per your complaint. Best Regards, Alreema V[redacted]Public Relations ManagerHuffman Koos

Hi,I am sorry to hear that you had a little trouble with receiving your full refund. However, I records indicate that a full refund was returned on 11/4/2016 for $1,322.99. If you do not see this amount already- I highly advise for you to reach out to your card holder and obtain a letter in which...

states whether the funds are available or not. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Hi [redacted],I sincerely apologize for the issues you have experienced and would like the opportunity to further assist you. I do see the arms were ordered but it looks to never been delivered. There has recently been a change in management as this is not the way we do business. If you would like,...

please email me at [redacted] with your ID: [redacted]. I am currently looking into this matter and will get this resolved as soon as possible.Best Regards,[redacted]Customer Relations AdministratorHuffman Koos

Complaint: [redacted]
I am rejecting this response because: I was told by the service repair company...

and the service man that Huffman Koos customer service would respond to my request for either (1) replacement of the damaged furniture because the offered repair was not acceptable and was inadequate (the offered repair was to rub some wax on the scratches), (2) a partial refund of the purchase price to compensate for the decreased value of the furniture because of the scratches and then accept the mediocre repair, or (3) a full refund of the purchase price if they would take the desk back because it arrived in unsatisfactory and damaged condition and they would not repair it to my satisfaction.  I left multiple voicemails to the manager (Janet and Ulrick) on this and I have an email from their service/warranty company just now after I followed up again this morning that says: "I was advised Ulrick is no longer with the company and Janet has been sent emails in regards to contacting you and I cannot explain why she has not as I am not in the same location as her so I cant pass over the phone or anything all I can do is pass the message."  
Regards,
[redacted]

Good Morning [redacted]I want to first thank you very much for your purchase.  I want to apologize for your trouble and assure you your open issues will be resolved immediately.  I have personally forwarded your order to our Director of Guest Services [redacted].  He will be in...

touch with you within 24 hours and I can assure you all of out outstanding issues will be resolved as soon as possible.  Should you have any issues going forward please contact me directly.Huffman Koos takes these issues very seriously and we will not stop until your issue is resolved.  Again I would like to apologize for your trouble.  Sincetely,[redacted]Director of Sales[redacted]

Complaint: [redacted] To [redacted],  Thanks for your response on 4/13/16 via email through the Revdex.com. I got your proposals with compensation offers and your request to reschedule a deliery date.  I am hereby rejecting ALL kinds of offers and I am unwilling to reschedule any future delivery dates since I have no trust in your business and do not wish to continue any further dealings. I spoke with your corporate manager [redacted] on 4/5/16 to cancel my order. I also sent a certified mail to the store manager [redacted] to cancel my order on 4/7/16. I hope this will be enough to show my frustrations and I request you to give me a full refund as soon as possible.  [redacted] 
Regards,
[redacted]

Hi, I am sorry to hear about this situation but I do see you have a new chair which is the correct item coming in early January. Once the chair arrives we can surely schedule delivery of both items together and redeliver. However, since these items were ordered just for you, it is considered a...

special order which we cannot cancel nor refund per policy. If you would like I can offer you store credit of the 2 chairs and you can come in and pick anything under your credit balance. Please see #7 and #9 on the attachment.Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos