Huffman Koos Furniture

Good Afternoon,I am sorry but I am having a hard time locating your order I do not have anyone with your name or address in our system Could you please provide us with additional information so I may better assist youI can tell you for certain that if your love seat requires replacement we will take care of this for you Huffman Koos will always stand behind our brand and product.Louis S [redacted] Director of Sales

Forwarded this to the Warranty DeptThey are working on this for youThank You!

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

Good Morning Mrs***,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 ***

Complaint: [redacted] I am rejecting this response because: I have documentation dated November 21, that states my piece would be in their warehouse within the next weeks This date has obviously passed I have been given different dates each time I call the latest on my recorded phone states March 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]

I do apologize about your sofa being delivered damagedHowever, we were notified that a technician came out to service the sofaAs stated with your sales documentation a technician will come out to try and service the merchandise before any further actionIf the technician can fix any damages or defects, then no further action is neededIf you wish to further get assistance outside of the Huffman Koos policy such a new sofa or any financial compensation, please feel free to call the original manufacture Natuzzi

Hello Revdex.com, This customer has filed a complaint after we already spoke and I have informed him I am in the process of canceling his orderThis customer asked me on the phone should he file a Revdex.com complaint and I replied I cannot inform you what to doHowever, filing a Revdex.com would not help you any further than what I am doing considering I am already processing your claimAs you can see from the document attached which is the emails between the customer and I- he replied today as we just spokeHuffman Koos is reputable company and we believe in assisting our customers the best way we canEven after informing the customer we have partial merchandise ready as the other items needed to be special ordered he refused to accept partial deliveryNow, he wants a full refund of $which is his deposit with no penalties, although our policy clearly states a 20% restocking feeI 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 termsFurthermore, 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 issuesThis 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***Customer Relations AdministratorHuffman Koos

Hello *** I sincerely apologize for any issues that have been caused due to the delayed delivery and miscommunicationHowever, I would like to take look into this matter to see what we can do to fully assistIf you may please respond with your original receipt attached or you may email it to [redacted] with "Revdex.com complaint # [redacted] in the subjectBest Regards, Alreema V***Public Relations ManagerHuffman Koos

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

Dear [redacted] , I do apologize about your issues with your purchaseThere has been a recent change in management and I am currently working on all previous escalations as soon as possibleI have found out we were able to successfully deliver all your merchandise by 9/26/in addition to compensation for your troublesI hope you are enjoying your furniture and continue to be a loyal Huffman Koos customerIf you have any further questions or concerns, please feel free to contact the manager of your original purchasing location Best Regards, [redacted] Customer Relations AdministratorHuffman Koos

Dear [redacted] , I do apologize about your issues with your purchaseThere has been a recent change in management and I am currently working on all previous escalations as soon as possibleI have found out we were able to successfully deliver all your merchandise on two different datesThe 1st date of 9/8/which list all the pieces to your dining set and the 2nd date of 3/19/for your chest which was noted as a completed finishI hope you are enjoying your furniture and continue to be a loyal Huffman Koos customerIf you have any further questions or concerns, please feel free to contact the manager of your original purchasing locationBest Regards, [redacted] Customer Relations Administrator Huffman Koos

Good Afternoon,I am sorry for your trouble as we have had quite a hard time getting your chair in from the vendor In our notes there were different fabric delays something neither one of us can control However that does not eliminate the fact that you were not communicated with properly and that is not acceptable Currently your chair is on back order however later today or first this in the morning we will have additional information that we will call your about Should you ever have another problem of any sort whatsoever please contact our Director of Guest Services Ted B [redacted] at [redacted] Again I want to apologize for the lack of communication and the vendor delay We will get you this chair and resolve all outstanding matters of concern.Sincerely, [redacted] S [redacted] Director of Sales

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 orderedMy 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 reselectI 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 brownHuffman 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 $off my $order (they should have at least given me 5-10% off)They also gave me $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, EVERHorrible delivery and horrible customer service Regards, [redacted]

Hi *** I sincerely apologize for the issues you have encountered with your purchaseI do see there was a set back in regards to your chest and it needed to be placed on back-orderI am sorry to hear about you also being without a mattress while pregnantHowever, I am looking into the chest issue to see how we can further assist you in this matterBest Regards,Alreema V***Customer Relations AdministratorHuffman Koos

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

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

Hello, I apologize about the issues you have encountered at the delivery of your merchandiseHowever, we cannot refund you for having another company come out to push the sofa into your homeI am willing to waive and possibly refund the delivery charge you paid for since a full delivery could not be made per your complaintBest Regards, Alreema V***Public Relations ManagerHuffman Koos

We sent service for the current issueIf any issues occur going forward then the year warranty can be usedThe purchased protection plan is registered and can be used

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

Hi [redacted] I apologize for the issues you are having with your purchaseHowever, I do see the furniture is scheduled to come in within the next weeksAt this time, we cannot cancel orders that come directly from the vendor but I can see about additional compensation for the delay in getting the furniture to youBest Regards, Alreema V***Customer Relations AdministratorHuffman Koos