Huffman Koos Furniture

Hello, Please note the customer financial institution has lifted the hold on the funds and we were able to credit the customer back. These funds should be available in 5-7 business days from today 8/19/2016. Thank you, Alreema V[redacted]Public Relations Manager

Hello [redacted]I apologize for the issues you have encountered with your sales order but I do have some good news. I see we were able to set you up for delivery on the week of 5/20 for your pillows. A request for the service status has also been sent to what been done and/or ordered for your damaged...

items. I apologize you had experience such issues with your merchandise and we are able to make it right for you shortly.Best Regards,[redacted]Customer Relations AdministratorHuffman Koos

Customer never refused service.  The Product was defective and the wrong replacements were...

sent.   This process should never have taken 14 months to correct. Only after contacting Revdex.com was the problem resolved.
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]

Dear [redacted],I am Sincerely sorry for all your trouble.  I am happy to confirm you received your delivery today. Ted our director of guest services has spoken to you and has set up a craftsman to come and make certain your love seat is made correct for...

you.  We will always stand behind our brand.  I again was to apologize for all your trouble and thank you for be a Huffman Koos customer. Please contact me at anytime should you have any trouble at all.Best Regards,Louis S[redacted]Director of Sales[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.
Please advise on how to go about receiving my re-selection and exactly what is the re-selection from Huffman Koos. Thank you for all your support in this matter. 
Regards,
[redacted]

The delivery date for the new night stand is scheduled for 3/3/18. It will be inspected prior to delivery to ensure it has no damages. We await the completion of the exchange.

Tell us why here...The fireplace that was originally ordered was a special order. I'm not sure why...

[redacted] would call and try to schedule delivery knowing that this piece needed to be re-ordered which I do apologize on her behalf. Once the piece is in then we will call to schedule delivery. I do apologize for any inconvenience.

I do apologize about your sofa being delivered damaged. However, we were notified that a technician came out to service the sofa. As stated with your sales documentation a technician will come out to try and service the merchandise before any further action. If the technician can fix any damages or defects, then no further action is needed. If 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.

Complaint: [redacted]
I am rejecting this response because: Although Huffman Koos, and specifically Ms V[redacted] told Revdex.com "a resolution was already given" on 6/22, as of today, a full week later, I have no resolution to my case. I have attached most all my emails to Ms. V[redacted] to make my case (which does not reflect the multiple calls made to staff over a 2 week period before finally reaching her). As you can see from her own words, she has either been stringing me along, lied to me, is not taking my case seriously, or is incompetent. I have respected her request to back off and give her time to settle this matter, (see her email from 624) with the promise to get back to me by this past Monday. Well as of today, Wednesday, I have not had any sort of communication from her. In the emails below you will see that she also made such commitments to resolve my matter even before this, but no resolution resulted from that promise either. I did not cancel my order with this company because I simply changed my mind. I did so because it was they that broke the agreement to have my furniture delivered between 6-8 weeks. It was they that failed to treat me like customer and a person. It was they who have overall failed to show me real respect and courtesy from the onset at the store level for failing to return my calls. Therefore I refuse to give my hard earn monies to such a company who treats me as such and believe I should not forfeit any of my deposit. Had someone from the onset returned my even one of my calls, I assure you things would not have escalated to this point.
Morning: In an attempt to give you the time and space you requested I have not contacted you since last Friday. It’s now been a full week since you stated you was to get authorization by the end of that business day to resolve my matter. And 3 days since you stated “Once I get into the office on Monday I will definitely look into your matter as soon as possible.”  So being patient doesn’t seem to get me any satisfaction. Calling Revdex.com also resulted in no action from you thus far, with your comment to them on the 22nd which stated, “I have also updated Revdex.com in regards to the complaint you have filed that your complaint came after we already had spoken in which a resolution was given”.   As you see I am and have done all my complaints in a thoughtful, professional manner. I also followed your request to let you do it your way. And as you see, you and your company still have failed to keep your own word and deadlines. You still fail to contact me as a courtesy since Monday to simply provided me with an update on the situation. And you still have failed to resolve this matter over a 2 week period (not counting my attempts with the store 2 weeks before then). And then you wonder why I am forced to call and email you as I have done.   Please contact me today and let me know when this fiasco will end. And AGAIN, for perhaps the 10th time, I am requesting to speak to your superior. Obviously complaints to Revdex.com is of no concern to your company, so I assume complaints to the proper state agencies and posting my experience with Huffman Koos on social media is also of no concern to you all. From: nssbv1 [mailto:[email protected]] Sent: Friday, June 24, 2016 6:29 PM To: av[redacted] huffmankoos.com; [redacted] Subject: RE: Fwd: RE: RE: horrible services from Huffman Koos   ATTENTION: This email came from an external source. Do not open attachments or click on links from unknown senders or unexpected emails. Totally understand. But when I don't hear from you at all for not one, but two days, just reignigts the feelings of being ignored and a non-enenty. Which is how this whole thing started back when the store personel failed to return my calls. Your simply contacting me as you now did, to say your not in but still working things makes all the difderence. So thank you.  [redacted]        [redacted] -------- Original message -------- From: "av[redacted] huffmankoos.com" <av[redacted]@huffmankoos.com> Date: 6/24/2016 4:09 PM (GMT-05:00) To: nssbv1 <[email protected]>, "av[redacted] huffmankoos.com" <av[redacted]@huffmankoos.com> Subject: RE: Fwd: RE: RE: horrible services from Huffman Koos   Hi, This matter will be resolved but I am not in the office today to properly follow-up. Once I get into the office on Monday I will definitely look into your matter as soon as possible. I know this is something you want resolved as well as I but trust I'm working on it. Sending me 3 to 4 emails per day honestly doesn't speed up the process especially when I have to deal with 3 different departments on this. Best. On June 24, 2016 at 4:02 PM nssbv1 <[redacted]> wrote:   Still awaiting a response as promised to me by email and told to Revdex.com representative verbally  (both on 6/22) indicating on your own email, dated 6/22, that this matter would be "finalized".      Sent from my [redacted] -------- Original message -------- From: nssbv1 <[redacted] Date: 6/24/2016 12:27 PM (GMT-05:00) To: "A. V[redacted]" <av[redacted]@huffmankoos.com> Subject: RE: Fwd: RE: RE: horrible services from Huffman Koos   Been 2 days with response to any of my emails or phone placed to you this morning. Can I get a reply please.       [redacted] -------- Original message -------- From: nssbv1 <[redacted] Date: 6/23/2016 5:37 PM (GMT-05:00) To: "A. V[redacted]" <av[redacted]@huffmankoos.com> Subject: Fwd: RE: RE: horrible services from Huffman Koos           [redacted] -------- Original message -------- From: nssbv1 <[email protected]> Date: 6/23/2016 4:51 PM (GMT-05:00) To: nssbv1 <[email protected]> Subject: RE: RE: horrible services from Huffman Koos   Good afternoon, Thought you said by end of yesterday this would be finalized.  It's now the end of the next business day and I haven't heard from you on my last 2 emails.       [redacted] -------- Original message -------- From: [redacted] Date: 6/23/2016 8:41 AM (GMT-05:00) To: "A. V[redacted]" <av[redacted]@huffmankoos.com> Subject: RE: RE: horrible services from Huffman Koos   Morning: Just wanted to ensure that you I form of the details of the planned outcome,"before" you finalize it.  Thanks.       [redacted] -------- Original message -------- From: [redacted] Date: 6/22/2016 7:37 PM (GMT-05:00) To: "A. V[redacted] Subject: RE: RE: horrible services from Huffman Koos   Resolution was pending your getting authorization from your superiors and your letting me know by end of day. As of now I still dont now if it was approved and without forfeiture of my deposit. But I'm please to hear you are diligently working on it. So for that I thank you. [redacted]        [redacted] -------- Original message -------- From: "A. V[redacted]" <[redacted] Date: 6/22/2016 4:57 PM (GMT-05:00) To: [redacted] Subject: RE: RE: horrible services from Huffman Koos   Hi,   Please note I am awaiting the documents from the original store of purchase to finalize everything on your order. I have also updated Revdex.com in regards to the complaint you have filed that your complaint came after we already had spoken in which a resolution was given.   From: [redacted] Sent: Wednesday, June 22, 2016 11:24 AM To: A. V[redacted] Subject: Fwd: RE: horrible services from Huffman Koos     As a follow up to my call to you just minutes ago, I first want to thank you for taking my call. And to confirm that 1) you are indeed attempting to have my order cancelled. 2) you will let me know before end of business today if my request has been approved. And most importantly 3) that there will be no penalty to me, with an expectation my getting my $600 deposit return in full. I do not want to give/lose money for circumstances not of doing and for the lack of satisfactory response I got from the store level on up. Thank you [redacted]      [redacted] -------- Original message -------- From: [redacted] Date: 6/21/2016 3:59 PM (GMT-05:00) To: [redacted] Subject: RE: horrible services from Huffman Koos   Still hoping for a call before yet another day ends.       [redacted] -------- Original message -------- From: [redacted] Date: 6/21/2016 1:56 PM (GMT-05:00) To: "A. V[redacted]" <[redacted] Subject: RE: horrible services from Huffman Koos   I know you haven't had ample time to call me as per my request just a short while ago, but   I want to again clarify my stance, yet again.   I no longer want to deal with your company due to the many problems which are ongoing till at least yesterday. What will it take to get your company to understand this. I'm sure you will find a way to not oblige me on this, and/or penalize me financially, but please give me my options on this.    Second, you offered to remove the delivery fees, however as far as I am aware there is no delivery fees attached to my purchase. So you are not offering me any incentive whatsoever which may quell my displeasure with Huffman Koos. And it would take more than $125 (which I find insulting) to do so.   Third, and I hope, and for the last time, I reiterate, I am requesting to speak to a regional management level personnel. It's been weeks since I initially made this request to the local store to no avail, then to every one I've spoken to since. Does a customer have this right? A yes or no answer will sufice. If yes, then I hope to get a call today.   Thank you. [redacted]        [redacted] -------- Original message -------- From: "A. V[redacted]" <[redacted] Date: 6/20/2016 4:32 PM (GMT-05:00) To: '[redacted] Subject: RE: horrible services from Huffman Koos   Hello,   I am sorry to hear you have been having trouble reaching out to me but I only see the below communication.   Customer emailed me: 6/17/2016 @ 3:48pm addressing issue. I replied back to cust: 6/17/2016 @4:31pm requesting information. Customer replied back: 6/17/2016 @7:36pm with the requested information. Customer emailed back: 6/20/2016 @11:21am requesting phone call. Customer email back: 6/20/2016 @2:01pm stating I am not in.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I will accept repair on couch as far as motor bring  replaced. I still haven't seen any response for any money issued to me for all the inconvenience that was caused. Please respond . 
Regards,
[redacted]

Dear [redacted],I do apologize about your recent issues with your purchase as well as the store escalated issue from your complaint. I have looked into this sale myself and tried to offer you compensation after compensation. Your order is ready for delivery with the correct parts and we just await you to...

confirm a delivery date to make this situation right. There will not be any delivery charges and we are willing to take additional charges off your order by refunding you $150.00. Best Regards,[redacted]Customer Relations AdministratorHuffman Koos

Complaint: [redacted]
I am rejecting this response because: of the company's unreliability regarding delivery and general lack of customer service.  I'm uneasy accepting a new delivery date because I don't trust that it will happen as stated.  I believe we have been more than patient with this company seeing that after our previous attempts to contact them have fallen on deaf ears until you threaten to cancel.  We still expect this transaction to be cancelled and expect a full refund.
Regards,
[redacted]

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 in addition to providing some compensation for any troubles you have encountered. Please let me know if there is anything else I...

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

Hello [redacted] I apologize the merchandise you received seems to be used but please forward me the pictures for further review. The pictures your merchandise should be sent to [email protected] and subject as Revdex.com- Complaint [redacted]Best Regards, Alreema V[redacted]Public Relations...

ManagerHuffman Koos

Hi [redacted] I am sorry to hear you had some issues with receiving all of your bed parts in a timely manner. I am currently looking into the status of everything and will report back to you once I confirm all the details on your situation. However, you can also reach out to me via email at:...

[redacted] with your full name and customer complaint number. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Hi, I am sorry to hear about the mix up in regards to your sales order. I am slight confused as to what happened on your order as our system shows something different than what your complaint states. I have requested for more detailed information in regards to your order and if I am unable to...

provide you with the furniture you desire. Please note, I make sure you receive a full refund which is $697.01 back to your card at the time of purchase. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Dear [redacted], I do apologize about your issues with your purchase. There has been a recent change in management and I am currently working on all previous escalations as soon as possible. I have sent a request to the Natuzzi team to get an update on the status of your wedge. I am not sure why this has not been handled but I will get to the bottom of it. If 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

Complaint: [redacted]
I am rejecting this response because: I see Huffman Koos sent a response that I was being serviced on 1/10/18, while that is somewhat true they sent someone to fix my couch as a 1 time occasion just to keep me quiet and...

probably only because I complained to you.  It doesn't change the fact that I still don't have the warranty that I paid for over 2 years ago.
Regards,
[redacted]

Good Morning,This order is for the [redacted].  I want to first apologize for the confusion as this is 100% unacceptable.  Your Sofa, Chaise is ready for delivery anytime you like next week. When you purchased this product you were given the correct ETA.  At some point your...

order was not dated for delivery causing all these problems.  Perhaps we can work out some sort of arrangement where we can keep you as a valued customer and delivery your goods as promised.  You will be contacted by EOD today by Sam D[redacted] an executive for the company who will assist you.Best Regards,Louis S[redacted]Director of Sales.

[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 almost fully satisfactory to me. The delivery has been set. I will be fully satisfied when the product is delivered to my home and is undamaged. Until then, I cannot trust that the business will follow through with their commitment. 
Regards,
[redacted]