ComplaintsforHuffman Koos Furniture

• Initial Complaint

  04/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company did not provide service as described and will not refund my money.

  Business response

  04/17/2024

  This is in response to the complaint in the subject line. The customer signed a contract to have merchandise delivered. Huffman Koos delivered the merchandise. Due to no fault of Huffman Koos, the merchandise would not fit in the customer's home. We offered the customer a breakdown and reassemble service for the customer to hire but, the customer denied this. This cannot be cancelled once the merchandise is ordered specifically for the customer. As a courtesy, we offered the customer to pick something different that would fit. The customer now has store credit to do this. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Lied to my credit card company implying that they were going to give me a refund of 100 even though I didnt make a purchase on anything, weeks go buy no refund they told me I couldnt receive a refund because corporate was in charge of that department just to find out that they were the corporate building, Also lied to my credit card company about the dispute claiming they gave me 100 dollars in store credit which nevertheless happened, I tried multiple time fighting with them for my money it has been unfair and unsuccessful. This happened in August of 2023

  Business response

  02/07/2024

  Can you please send us more information on the client? There are many clients with the last name ******* and none match the 1st name on the complaint. I cannot locate anyone with the phone number provided either. 

  Customer response

  02/09/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isn't satisfactory to me. I would like my 100$ refunded 
  
  Regards,
  
  *******************************

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 13th, ****, I bought a new ** HOMES ****** 6 PIECE sectional sofa from one of your sales representatives which was to be delivered from the warehouse. I paid $1111.00 on my credit card and financed the remaining portion with ******* in the amount of $2221.62, equaling a total cost of $3332.62 for the sectional, extended warranty, and delivery. Huffman Koos delivered the sofa to my home on January 20th, ****. Unfortunately, only two (the corner and one armless) of the 6 pieces were a match to what was displayed in your showroom, they included the ** homes tag as seen in the showroom. These two pieces, however, were filthy with markings and stains, the bottom of one was ripped. These two modules of the sectional were only packaged using plastic wrap. The other four pieces delivered did not match in color or fabric that I purchased. Each of the four sectional modules contains a completely different retail tag, that reads LUX Livings simply stylish which is not the ** HOMES that I agreed to purchase. I was extremely shocked that an unrelated item was brought to my home. Being that these modules are from a different set, the color and fabric is off and the cushions do not line up. The Lux Living simply stylish modules have more batting making them not line up at the same cushion height as the other two pieces. The fabric is rough canvas-like on the Lux modules and the ** Homes are a softer gentler linen fabric. The two ** Homes Models arrived at my home damaged with stains and blemishes. Upon realizing that the couch was discolored I asked for the delivery truck to take the items back, I was told this is what they were given and they would notify their supervisor and I should call Huffman Koos to let them know. I immediately reported our concerns to Huffman Koos *********** location. I was told to send photos to Dominicks Email. During the call I asked if I could just exchange the couch for the showroom, and I was told that ******** would check if that was an available resolution. After the call, I went to the showroom and spoke with ******, the salesperson who sold me the couch. Once there, I discovered that the showroom sectional was no longer fully intact. It was missing the corner piece and two armless pieces. Oddly enough two of those piece where the same ** Home pieces they tried passed off as new. Huffman Koos, had on display the right arm module, left arm module, and the ottoman. ****** told me that someone must have bought the couch, and they could be picking up the rest later. He would check into the matter. I explained to him that some of the discoloration-white splatters on the show room ottoman can also be seen on one of the ** homes pieces that were delivered to me today. I was told that didntnprove anything. I truly believe these stained ** Homes modules were from the showroom sectional. At this time ****** offered me two other sectional options they had on the showroom floor because they no longer make this sectional. He said since there was no exchange price available, he would need to email ******** and let him know to refund me. ****** informed me he would send an email to ******** requesting a full refund and that I should hear from ******** by the days end that ******** would determine if I would receive the refund. I called ******** again to let him know what was said, he told me that he needed to wait for ****** to send the email to process my return and that the corporate office would determine if I would get the refund, but they would work to resolve this quickly. Later that same afternoon around 5:30 PM, I went back to Huffman Koos, I had asked for a copy of the email that was sent to ********. ****** shared with me that he never sent the email to ******** requesting my refund. ****** mentioned that he spoke with ******** and shared that he was trying to track down who had the other armless section of the couch and that he got permission to ***** me a $ ****** discount if I decided to take the matching sectional modules they had on the showroom floor. The catch was he need to locate the missing armless chair to make the 6 piece set match. ****** explained just needed to find the other armless module and it is very likely it is in their warehouse. Mind you, at the time of my purchase I was charged ****** more for a brand-new sectional, coming out of the warehouse, I could have had the showroom piece for less to begin with. How is it that I am being offered a $****** discount to exchange the incorrect modules for the showroom piece? I also bought into an extended warranty that cannot be honored because this couch is no longer manufactured. I have no faith that this matter will be resolved promptly as I was told an email would be sent yesterday requesting the refund. In addition, an exchange of the current showroom pieces, with a partial refund, could have happened today, but that was not offered as an immediate solution either even though I requested just that. I shared my concerns with ****** about not being *****ed a return he said he would personally call **** in corporate office and beg her to refund all my money. He gave me his personal cell and told me to call back on Monday. This is a simple dispute that could be handled swiftly yet I am being given the run around. There is not follow through on the company end to come up with a reasonable solution. To resolve this problem, I would like the company to pick up this damaged and mismatched sectional, for free, and refund both my *********** charge card for the downpayment of $1111.00 already paid, and reverse the charges to the TD finance account for the remaining balance of $2221.62; this refund should equal the total cost of $3332.62 for the sectional couch. This needs Swift resolution or I will be seeking a lawsuit.

  Business response

  01/31/2024

  This is in response to the complaint ID in the subject line. The customer was given $434.52 off to make an exchange for the entire showroom sectional. The customer was amicable with this resolution and the exchange was done on 1/23/24. The $434.52 as well as the amount that she paid for the protection plan that she cancelled was taken off her TD financing bill. 

  
  

  
  

  *************************

  Guest Services Manager

  Huffman Koos Furniture

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** took my credit card information on a quote of furniture ( possible sale) in the amount of $3919.50. This was less than 24 hours of "Speaking" to merchant where I did NOT authorize the charge. I contacted the merchant to REMOVE the unauthorized charge and merchants stated I would be FORCED to purchase the charge that was unauthorized and NO Delivery of any goods it has been less than 24 Hours. I WISH I had read the reviews from the Prior reviews from this site as well as all of the Other websites that have the complaints of this horrific Company. The merchant then responded via telephone saying" I will refund you when I return to the office on Saturday" I then received a call from the regional Manager saying" You are Stuck with this sale" I don't care if you did not sign nothing". These people are Crazy, and are violating rights of consumers. They requiere to be further investigated by all f=governing authority.

  Business response

  11/09/2023

  This is in response to the above complaint. The customer has reached out to their credit card company to initiate chargeback which means we no longer have the funds. We will not dispute the chargeback and will allow the customer to be refunded through their credit card. 

  
  

  Customer response

  11/09/2023

  
  Complaint: 20760528
  
  I am rejecting this response because: The Merchant ****** **** NEEDs to be investigated by the ***** Just ONE day agio I received an HARRASSING phone call from a woman named "*******" tel # ************ . This woman was "abusive" yelling and telling me that I MUST BUY the frniture that was placed on my card". She was ****, threaning and OUT of order. ******* further stated" well we will just have to see about this", We have acmeras in our Queens store and we will MAKE you but this stuff. I tried my best to maintain my compusure but I lost it, after being THREATENED, Lied to by this ******* who called my phone without notice and ARGUED with me like an animal. I made it VERY Clear to ******* that I NEVER SIGNED ANY documents with the sales rep OVER the phone, because I DID NOT AGREE to their policies and procedures and I DID NOT AGREE to the pricing that was FULLY Charged on my credit card WITHOUT WRITTEN OR VERBAL AUTHORIZATION. Although the sales rep TRIED to get me to COME into the store and sign a contract and credit card slip, I REFUSED to do so. Shortly there after OVER fifteen phone calls to corporate office of this DISGUSTING establishment, ( NO RESPONSE). I sent emaols to ***************** in the ** store who repeatedly assured me this matter would be handled, I ALSO SPOKE to the Sales rep ***** in the Queens store who took my credit card and made the charge of $3919 WITHOUT MY CONSENT , WITHOUT SIGNITURE AND WITHOUT CONTRACT that I would be pressing charges. ***** then sent me a form with his signiture indicating that he has sent my return of funds to corporate office. That was THREE WEEKS ago. I ONLY received a "yelling" abusive, person named ******* call me on 11/8/2023 " Threatning me, I HAVE NEVER EVER Seen this happen in ANY consumer situation and these people that are of Huffman Koos are ANIMALS , EVIL, DEMONIC people who are obviously not just "trained" to treat the consumer like the Police that governs sales , and DEMAND you purchase from them. THEY ARE BORN EVIL. The way this "*******" person was speaking to me "yelling" DEMANDING I Awnser her, UNREAL. I have it all on the 'record" and when I am ready, I will share it to the appropraite governing authoraties. I NEVER received the immediate CREDIT promised by "*****" ( manager) in Queens ******** store stated he would send the REVERSAL charge right away ( THREE WEEKS AGO) I also have the credit reversal in writing from ***********

   

  The repsonse from the merchant "Huffman Koos" is the only response they can give because I NEVER SIGNED any Credit card slip AND I NEVER SIGNED any Contract. In my opinion based on my exepierience, THEY ARE ANIMALS!!! STAY AWAY FROM HUFFMAN **** !!! there are hundreds if not thosands of customers who fell to Huffman Koos as prey! STAY AWAY!!!!

   

  TO DATE HUFFMAN KOOS AHS NOT REVERSED THE CHARGE AND THEY HAVE NOTHING TO "DISPUTE; BECAUSE I DI NOT AUTHORIZE THE WRONGFUL CHARGE OF $3919.00 AND DID NOT**** SIGHN ANYTHING WITH THIS HORRIBLE HORRIBLE HORRIFOC EXPEREIENCE.***********
  
  
  
  Regards,
  
  ***************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 20th, 2022, I went to the Huffman Koos on 86-********************************************* and purchased two couches, a center table and a lamp table. The contract stated that the order was to be delivered on December 26, 2022, in which the company failed to uphold their side of the deal. Then in January 5th, 2023, when the company finally decided to deliver my order, the delivery men only came with half of the order (which were the two couches that were purchased). I was told that the center table and lamp table would be coming on another delivery day. Still to this day, I have not received the center table and lamp table. Since January 2023, *** made several attempts throughout this year, one in March 2023, another in April 2023, then in June 2023, and lastly on August 31st, ********************************************** which the company has repeatedly failed to deliver me the items in which I have already signed a contract and paid for. The number that was given to me in order to contact the store manager at the Queens location listed above, always ring over to the Huffman Koos in *********** (*********************************************************************) in which the supervisor ******, falsely placed delivery orders for these missing items. I would for there to be immediate consequences regarding this matter. Thankyou.

  Business response

  09/21/2023

  This is in response to the complaint ID in the subject line. This customer received the tables on 9/16/23, 

  
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023,I went into the Huffman Koos (**) located on US Route 22 in ********, **********. They were having a Going Out of Business sale. I was looking for a formal dining room set. I found one and was told that it was a floor model. It's a table, 2 armchairs, 4 side chairs and a credenza. I asked the sales person if there were other chairs, he said Yes, but they don't have them in the store right now. But they should be in the warehouse soon and available in a few weeks. What I purchased was delivered to my home with no problems. I was told that I would be notified when the chairs were available for delivery. That was April 2023. It is now September and I have not received my chairs. I've made at least 3 calls and I've been given the runaround. On my most recent call September 7, 2023, I'm now told that the chairs were delivered on July 31st (not true since I don't have them, and I'm calling ** about that). And then I was told that the chairs weren't delivered because they weren't delivering in this area on July 31st. Instead, someone came in the store and picked up the chairs. I said well it wasn't me because I don't have the chairs. The person went on to say that if they have a signed receipt, then Huffman Koos won't be able to honor the sale as the chairs were "picked up." I told them that they need to conduct an investigation immediately because I paid $250 per chair ($500 total) and I want my chairs. It's been almost 6 months, and if ** has it in their system that these chairs are to be delivered to my home when they arrived from the warehouse, how can some random person just walk off the street and purchase those chairs? I was told the matter would be sent up to "corporate" for an investigation but they don't know how long that will take. Either ** gives me my 2 chairs or refunds my $500. I have all my receipts. Terrible customer service and shady business practices. DON'T BUY FROM THIS STORE!!!

  Business response

  09/27/2023

  This is in response to the complaint in the subject line. The 2 additional chairs have been ordered for the customer. They should be in our warehouse in 1-3 weeks. As soon as they arrive we will schedule to have them delivered to the customer. 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We financed a recliner sofa (3 seat but only 2 reclines) back in November 2022 via renovate ******** credit card). We also bought a 5-year coverage protection. In May this year, one of the 3 seats stopped working. We called Huffman and they sent a technician to check the issue. The technician also broke the 2nd seat. He said the he will order the switch replacements for both. Weeks went by, I checked with Huffman, they said the technician has not submitted the report while the technician said hed submitted the report to them. It went on for a month before finally, they said the replacement part will arrive at the end of June. For the past 3 weeks I have been calling 2/3x a week to check on the replacement. At first, they said that it may have been in the warehouse and ETA would now be first week of July. Its now past mid July and every time I call, all they say is they will email the purchasing **** and they will get back to me. They never get back to me. I always have to call and I get the same run around answer. We are paying for a $4000 recliner couch that is not reclining. We deserve a better service than this. We paid extra for the coverage to avoid this issue but were not getting the service that we paid for. Please let us know how we can better proceed with this. Thank you.

  Business response

  07/27/2023

  This is in response to the complaint in the subject line. The part for the customer's sectional has shipped. The fed ex tracking number is ************. When this reaches the customer she can call us to have ************** come out to install it for her. 

  
  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a deposit on furniture 11/26/2022 to hold a Black Friday Deal at the ******** LOCATION OFF RT 22 but now is closed it is now 6/9/2023 and I still do not have one piece of furniture from Huffman Koos due to a bunch of bogus excuses and lies. $1700 later and I have NOTHING and keep getting the runaround about when I will actually get my now table set for months now. I would like to also file a small claim.

  Business response

  06/27/2023

  The customer had delivery on merchandise that did not fit. As we honored our end of the contract there are no refunds. The customer also originally did not want to pay the balance for the new furniture selected that should fit and used foul language while on the phone with me. The customer's ******************** (the new selection) is due in this week.  As soon as it arrived we will schedule to deliver it. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Couch was purchased on November 13, 2022. The couch was delivered on January 21, 2023.The wrong couch was delivered. We paid for an upgrade to the frame which was not there. I spent hours trying to connect with someone as no one answers any number for Huffman Koos. Once someone finally did, he was rude and dismissive. After hours of phone calls and emails I finally got in touch with someone to help on 2/3/23. This person did not understand the problem, and requested I send an email to them with photos of the couch. We purchased an additional coil upgrade which was not in the couch we received. I put together an email with photos, and research to explain to the employee what was missing. They confirmed the sales associate likely e entered the order incorrectly, and they confirmed on 2/9/23, a new couch has been ordered and we will receive it in **** weeks. On 3/17, I received a phone call from the watching store letting me know the coils arrived and I can pick them up. However it was agreed that new proper couch would be delivered, not just coils. I emailed the customer service person I was dealing with and she responded I definitely approved an entire exchange for you. On 3/25 I followed up again, as the store we purchased the couch from is going out of business, customer service confirmed that is no issue, we will get our couch. On 4/2, I followed up again requesting a full refund due to lack of communication and resolution. On 4/20 (10 weeks from when the new couch was ordered), I followed up again and was told the new couch will not be ready until the beginning of May. At this point I am being taken advantage of, and request a full refund for the incorrect couch I received. I asked to speak to a supervisor, and was told there are no supervisors. This establishment is taking advantage of customers, and practicing shady business tactics.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Guardian had approved (over 2 years) to replace a couch, the wrong couch (pieces of different couch were delivered). It was an ongoing issue to get this resolved during covid of course, but finally a new couch got approved and was delivered. Due to us discarding the broken, dysfunctional couch which was just pieces of another unit , not even a full couch, missing an entire base, dangerous to my kids and animals, I got rid of it. when they finally delivered my replacement because I didn't have the old broken pieces which they didn't pick up for almost two years, and was a hazard, I was threatened by Huffman koos to either pay the full price or they will remove my replacement which they came and took it back. I spoke with an attorney who reached out to Guardian who explained they full filled their obligation and paid Huffman Koos $4000 as part of their agreement for the warranty. Huffman Koos then never offered this reimbursement amount which they received from my claim, nor did I ever get my couch. Before I have my attorney draft another letter, he advised me to reach out and explain that Guardian gave Huffman Koos their money, and Huffman Koos kept it without full filling their obligation to myself as the customer. They had secondary gain from this payment from Guardian which they kept, which should have gone to myself, if they were not going to leave the couch in my home.

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