Huffman Koos Furniture

Hi, I am sorry to hear this customer believes she did not receive new furniture. At this point the customer did accept the furniture into her home when she has the right to refuse it. As stated within our policy under #1 (attached to this reply): "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 line is goes into the process and manufacture standards. In addition, it seems this was already explained to you but you informed the supervisor of the Service Department you will not accept service and if you do you will have the cops there to watch the service technicians. At this time we wait on you to complete the job at hand which is service you are refusing.Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Complaint: [redacted]
I am rejecting this response because: They have had over 16 full business days to issue a refund.  There is no excuse for this type of delay.
Regards,
[redacted]

Hi, I am sorry to hear that you are experiencing some issues with your furniture. I do notice within our system you requested for service for your table. However, it has been discovered from [redacted] that this issue was "customer caused" even you state this within your complaint as "we didn't cause...

all this" indicating you are aware of the damage. Also, within our policy which is attached to my reply will see noted under #1- the last 3 lines the information for old furniture. It states the following, "Rooms must be empty and ready to receive new furniture. Huffman Koos Furniture does not remove existing furniture." This is stated to every customer so unfortunately, we were not able to assist in the removal or moving of your current in home furniture. If there is anything else I may assist you with, you may email me at [redacted] with your full name and customer ID number and I will surely do my best to further assist you. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Hi,I am sorry to hear about your troubles with not being able to get in contact with anyone. However, I do not see anything from you in my email box which is: [redacted]. I was able to find your order and I have sent this to our purchasing department so get a ETA or any update...

that I would be able to provide to you. I truly hope you are feeling a little better after your recent surgery and hopefully I can assist you with getting a comfortable chair. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

I do apologize for the issues this customer encountered with the delivery of her merchandise. I would of surely like to get her the correct furniture on time to avoid this outcome. I do see a credit was already issued to this customer the week of 03/22/2016. [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 this resolution is satisfactory to me.
Regards,
[redacted]

We are going to replace the nightstand. We have entered an order for a new one and waiting on the new one to arrive into the warehouse. We will have a customer service rep contact the customer to advise.

[redacted] was contacted today and we are refunding her [redacted] $3992.36.  This Case should be closed ASAP. Thank You,Louis S[redacted]Director of SalesHuffman Koos FurnitureServing Our Guests For Over 50 Years...

There is a refund request being processed for this guest. As a multi-store company all refunds are issued from our corporate office.

Hello, I apologize we could not fulfill this customer order and have lost a potential Huffman Koos customer. However, the reason the customer has not received her credit back to your credit/debit card is due to a chargeback. It seems the customer filed a chargeback with her financial...

institution and it is still pending. Unless the chargeback is reversed then we cannot push out a credit to the customer. The customer should contact the financial institution in which the purchase was made under to have the funds released back to Huffman Koos so we can properly credit the customer. The customer should also request her financial institution for documentation on when the funds will be or have been released back to us for better results. Currently, we cannot refund this customer money that we do not have. Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos

Manager Julio spoke with customer and confirmed that the piece of the sectional is shipping from vendor around 2/27 and takes about 14 days to arrive in our warehouse. Thank you!

To whom it may concern,Customer agreed to keep furniture "as-is" in exchange for a $500 gift certificate, which was mailed out several weeks ago. Since the customer has stated he did not receive it, we will mail out a duplicate. Gift certificate may be redeemed at any of our stores.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: Mr. S[redacted] has his information incorrect. Delivery was made on 8/7 and it arrived damaged for the second time. To say that someone contacted me could not be further than the truth. I went down to the store within minutes of discovering the damage and informed the store. The store asked me if they would like to order another one. To say you have one in stock and ready for my delivery is false.  Your customer service is far from satisfactory. I requested my money back because of the numerous times that I have lost work and repairs this couch has had. I ask that if Mr. S[redacted] care for his customers that he call me directly since no one Else has.  
Regards,
[redacted]

Hello, I do apologize about your experience with Huffman Koos and I can guarantee you that I have looked into this matter for you. With that, I am able to report the following details in regards to your purchase. On 3/13/2015- you made a deposit of $500.00. On 3/19/2015- you paid the...

remaining balance of $2,294.93. After your final payment the merchandise was then delivered to your home. It seems after a week or two 1 of the legs became loose on your bed and broke off in which we sent service to your home. Service fixed your bed and added additional support by placing three more legs underneath. Months later you came back into the store and stated the three legs were now loose and you wanted to exchange it. Because of policy we set you up for service again and your item was fixed. Around this time on 10/9/2015- you placed a chargeback for your $500.00 deposit and again on 11/20/2015 for the final balance of $2,294.93. At this time, you owed Huffman Koos your total balance of $2,794.93. After we proved and verified your bed was fixed we were given the okay to recharge your account. However, we only charged you for $2,294.93 at that time and you still had a $500.00 balance on file. On 8/2/2016 you processed another chargeback of the amount we were able to charge for $2,294.93. With this Huffman Koos has no money from you and you are actually in debt with Huffman Koos. To date you have merchandise in your home and your financial institution has reversed your complete charge of $2,794.93 back to you. The collections/charge back department of Huffman Koos has been in contact with you and even offered you a reselect of your bed total which is $553.46. It has been documented that you have hung up on our workers after yelling at them. Now, I can allow you a reselection of a bed for up to $600.00 although your original paid price was $553.46. This will be just the bed as you stated you do not feel comfortable with the bed- not the set. However, before the new bed can be delivered to your home you must the balance in full of $2,794.93 or advise your bank to reverse the chargeback. Otherwise, your account will go into collections soon as we have been trying our best to assist you with this matter. Yet, our furniture remains in your home for free and we have yet to take further action as we try our best to assist our customers. Please update me on your next steps so I am able to settle this matter as soon as possible.Thank you, Alreema V[redacted]Public Relations ManagerHuffman Koos (attachment is a screenshot of the customer transactions/chargebacks)

Complaint: [redacted]
I am rejecting this response...

because:
The manager I spoke to, Tyreesha, said that they would take my word that the mirror is not in my possession. I have no receipt of ever having the mirror. The delivery men dropped off boxes without unboxing them and I was told all the pieces were there. They confirmed that the mirror was there and when it was unboxed the day after delivery, it was nowhere to be found. Tyreesha said that she would take my word on this and that she would give me money towards the mirror in addition to the nightstand.This would have been resolved if someone returned my repeated phone calls and messages. I have now left messages for over a week without a return call.
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:
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]

Hello, I am sorry to hear that you have not received your special order after an error. However, I do see it is coming in at the end of October to fulfill. I have also submitted this for further clarity and will do my best to further assist you in this matter.Thank you, Alreema...

V[redacted]Public Relations ManagerHuffman Koos