Huffman Koos Furniture

Hello [redacted] I sincerely apologize for any issues that have been caused due to the delayed delivery and miscommunication. However, I would like to take look into this matter to see what we can do to fully assist. If you may please respond with your original receipt attached or you may email it...

to [redacted] with "Revdex.com complaint # [redacted] in the subject. Best Regards, Alreema V[redacted]Public Relations ManagerHuffman Koos

Hi, I have personally spoke with the husband on this issue and informed him he will be getting a full refund for the chest. I also informed him I already see the chest was canceled off the purchase. To insure everything was processed properly I requested the card information from the husband and re-forward it to the processing department. Best Regards,Alreema V[redacted]Customer Relations AdministratorHuffman Koos

Dear [redacted],  I do apologize to you for the wait time but I see you called in the defective leaf on your table 12/09/2015. In which we put in a service request the same day 12/09/2015. A service worker needed to come out and inspect the product before we could do anything further. After your inspection appointment on 01/02/2016 at 2:55pm it was found that we would needed to replace the item- not fix it. The Huffman Koos service agent ordered your part on 01/11/2016 and since it comes directly from the vendor there was a vendor ETA of 10- 12 weeks. The 12th week landed after the 1st of week of April, however due to vendor delays the item was held up during the shipment process. It would have been impossible to get the new leaf by or before the holidays. I sincerely apologize about any delays but we are asking for you to allow us to make it right and correct the issue which is outlined in the policy. Since your product will not be end until the end of May- my offer still remains for a $50 gift card for your troubles.  Best Regards, [redacted]Customer Relations AdministratorHuffman Koos

Under contract this customer cannot receive a refund due to this merchandise being a special order. As stated in his signed copy "special orders cannot be cancelled or changed after 72 hours from time of purchase." Considering this customer has accepted the merchandise in home per the signed...

contract we have sent out our service technician and the customer refused service. As stated in his signed copy under delivery of furniture "if you have any difficulty with your furniture purchase post delivery, we will send out our service technician to your home to inspect the concerns. After this process is complete (including time that may be needed for ordering parts), and if the goods are still not up to mfg standards we will take other courses of action." The craftsman report states it will take 1 hour to correct merchandise and bring up to mfg standards. Service is pending until customer agrees to cooperate.

Complaint: [redacted]
I am rejecting this response because Hoffman Koos knowingly sold me a product (the warranty) that they openly acknowldge was problematic.  During the last 4 months I have visited the store on several occassions where the manager looked at the warranty, agreed that the item should be covered, and then made empty promise after empty promise about getting in contact with [redacted] to have the coach repaired.  Recently, a new manager, the fourth I've had to deal with since purchasing the couch, encouraged me to fail a complaint.  That was his solution.  I know how warranties work and found your explanation insulting.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] never followed up with me for status of the 2nd sofa. She said she would tell me when we are getting it but never called. I've called several times to locate her and no one could help me as usual. I want this sofa ASAP and some type of compensation for this horrible customer service or if they can't get the sofa I want the one delivered on 3/8 returned, the special order sofa cancelled and a full refund issued. I want a competent manager to call me ASAP with my stays and I want to have a direct number where I can reach her or him. Very unacceptable response from this company. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The store took my credit card information on Friday and called me back to say that my request for a refund was denied. Guest services called me later that day to offer the refund and was surprised that the Farmingdale store had called to say it was rejected. She took all the credit card information again. On Monday, June 6th corporate called to say they were processing the refund but required a copy of my original receipt. Now I don't walk around with that in my pocket. I told her she should have that as the merchant. She informed me that a new system was in place and she no longer had access to it. This is beyond ridiculous. This morning on June 7th, I e-mailed my receipt to her. When I actually receive my credit, I'll consider the complaint closed. Until that time your response is rejected. As usual the left hand at HK doesn't know what the right is doing! You have gotten my credit information not once but twice. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: broken promises, ten days has turned into 6 weeks. Also, this order was placed on the 12 th of  October. Why was the order not placed until the 21 st. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Hi-I would like to reopen a complaint ([redacted]).  On 5/27, the company, Huffman Koos, said they were...

rectifying the situation, however, nothing has been resolved.  Please let me know what I have to do to reopen this complaint.
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:At this point I am not sure what to expect from Huffman Koos. They have intentionally not responded to my emails , letters via FedEx or calls. Guess, that's how they function going be the numerous complaints on their [redacted] page, [redacted] et al. How does one conduct business in this day and age by not responding to customer grievances. I am not asking anything untoward, they have not delivered an order placed in November, due in January and we are in April now. ( 5 months ). I would however like to make it clear that I only need my money back and NOTHING ELSE.
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]

Right now the ottoman is still on order and set to come in 07/20/2015 which I have attached. I have reached out to the director of sales and customer service to reach out to you as soon as possible so that we can get you another loveseat if you wish.

Complaint: [redacted]
I am rejecting this response because: I don't want a delivery. I want them to pick up the things they have already given us and we want our money back. Because everytime they say something they lie and I have nearly 2 months waiting for the delivery that never arrived and I just want my money back. the only solution I would accept is my money back and for them to pick up the things as soon as possible. 
Regards,
[redacted]

Sorry for delay in answer. Sale was not in this persons name. It is [redacted]. Handles for the buffet were ordered. They are do within a few days, I will check with our warehouse today as well. Customer will have a service call to install as soon as handles are received.

Dear Valued Customer    I want to apologize for the bad experience you received.  I looked into the issues that you are having and we have ordered the correct piece to exchange.  This is a special order piece and will be in towards the end of March.  We will contact you when...

the piece arrives to set up the exchange date. Sincerely, [redacted] Director of Guest Services Huffman Koos Furniture NY-NJ

Hello, I sincerely apologize for the issues you have encountered with your purchase and the 3 failed deliveries. I do see you were able to speak to another manager and the store requested your credit card information. If you have not sent it to them, please do as we are processing the refund of...

your merchandise which is the chest.Best Regards, [redacted]Customer Relations AdministratorHuffman Koos

Complaint: [redacted]I am rejecting this response because:  Then just give me the gift certificate as mentioned before.  Send to me in the mail.Regards,[redacted]

Sir,I am really confused as we have notes in our system that we communicated with you and informed you your chair was arriving as early as next week.  I am sincerely sorry for any miscommunication and I took this problem myself last week.  Again I want to apologize for your trouble and again a member of guest services will call you today her name is Heather and she will confirm this conversation.Best Regards,[redacted]

Dear [redacted]As you requested we have ordered you the correct tempered glass top.  We have contacted you a few times to update you but I am not certain we have connected.  When we placed your order the sales person ordered the incorrect top.  I apologize for your trouble...

and we are in the process of getting this corrected for your immediately. Frank the store manager in Rockaway left you another message yesterday 8/29/15.Best Regards,Louis S[redacted]Director of Sales

Complaint: [redacted]
I am rejecting this response because: Every piece of the furniture they delivered (with the...

exception of the one that came from the showroom floor) has serious defects and damages.  The only solutions that the vendor offers is replacement or repair.  We ordered new furniture, not reconditioned furniture.  We were promised TOP QUALITY furniture and were delivered flawed merchandise.  We are still missing two pieces.No attempt to deliver the missing pieces has been made.   Customer service has ignored us until we initiate contact and unless we threaten or yell, we get no response.  The only thing they say is that they have a no return policy.    They have lied to us on several occasions and have broken promises.  Whenever we follow up with them, they insist that we rejected their offers.  For example:  On one phone call, customer service said they would send an inspector to look at the furniture.  On our follow up call, we were told that we rejected that option and that was not true!   Also, the day of delivery customer service was called by the delivery man for us, and we were told that since the furniture was in our home, we could not refuse delivery.  Two days later that same person told r (my sister "of course you could have refused delivery".These are unscrupulous people who use devious business practices.  They feel that their oral contracts need not be enforced and only written contracts are binding.  We still await first class, flawless furniture, two missing pieces and the replacement of the showroom piece we received.  We really would prefer our money back and the removal of all of their products.
Regards,
Linda Miller

I do apologize for any delays in your replacement part. Please note this was recently forward to me and I have been working on your issues. Your replacement part was ordered and a gift card is being sent to you. I am not sure why you have been waiting for your replacement parts for so long but this...

is being handled. I will keep you updated on the part ETA but the gift card should arrive within 1-2 weeks. If you do not receive your $250 gift card in a 2 week time frame, please contact me. [redacted]Customer Relations AdministratorHuffman Koos