ComplaintsforHuffman Koos Furniture

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a leather sectional sofa on October 11, 2022 and it was delivered on October 28, 2022. I noticed scratches on the couch. I called and left them messages, and an email. They have the WORST customer service. They told me the leather expert would need to look at the couch and assess the damage. I waited over a month for the "leather expert". He came, took pictures, and said he wasn't sure if he could fix it. So we asked for a new couch and they are refusing. I made an appointment and waited 3 months for the leather expert to come back to the home and fix the scratches. The so called leather expert came back and said he couldn't fix anything because he didn't have the materials. Originally I had spoke with ********************* from Huffman Koos and she yelled at me saying he didn't need any materials. Now he is stating that he needs it. Had to reschedule it again for February 4, 2023 and now I got a call that he still doesnt have the materials. This store is a SCAM!!!! They are horrible to get in contact with and they are giving me the run around. Meanwhile I still have to pay for the **** sofa! I want a full refund!

  Business response

  02/08/2023

  This is in response to the complaint ID in the subject line. We have reached out to the customer and left them a message that we have ordered parts for their sofa. We will offer compensation for the issues once the customer calls back. 

  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From: ******************* <*********************>Date: Mon, Dec 12, 2022 at 4:57 PM To: <*******************************>Bad experience with *********************** ********. Purchased a couch for ******* dollars, upon delivery couch was damaged from shipping or delivery. Store tried to repair It twice was told It had a bent frame. Went to the store and met with the store manager, we were told the couch was discontinued. But the store would call the factory and have another one made for us at no charge to us. We waited three months and called the store to be told we have a balance of ******* for a replacement couch that now cost *******. This is very deceptive practices. Two years later we are forced to take this issue to court. Would appreciate any help possible. Thank you, ******************* *************************************************** ************ Home ************ cell

  Business response

  01/18/2023

  This is in response to the complaint ID in the subject line. The client's sofa needed to be replaced but was discontinued. We offered the customer the amount of the sofa in his home as store credit to select something different. The customer had ordered a sofa that is almost the same as the one in their home but is twice the price. We cannot offer to give the customer the sofa at the same price but we can offer the customer a $300 discount on the difference as a courtesy to resolve this. 

  Customer response

  02/01/2023

  
  Complaint: 18568071
  
  I am rejecting this response because:

  Sorry, I didn't get back to you sooner your email was sent to spam. 

  Re: ***********************, they NEVER offered me money back for my couch and $300.00. I was told that I would receive a new couch with no out of pocket cost. Two days prior to delivery I was told I had a balance of $1,187.00. This is after months of waiting for the couch and trying to get in contact with someone to help me with my issue. I didn't receive any call backs or any offers of refunding. 

  
  

  
  
  
  
  Regards,
  
  *************************

  Business response

  02/08/2023

  This is in response to the customer's further complaint. We have agreed to give them $500 off the price difference of the new sofa or have offered to allow them to select something different which is closer to their credit amount. We believe the customer would like the option that is for the already ordered sofa but are awaiting the customer's response. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10-26-22 I purchased a table set from Huffman koos *********** location table set never came went back to the store the manager tried to give me something I did not want and will not be useful to my household I requested a refund ..cash was paid $653.23 I have no refunds issued or cannot reach anyone in their customer service after several attempts it was necessary for me to purchase another table set cause I needed it for Thanksgiving I need my money back please it was filed under my name ******* ****. Sold to me by ****** please help it took me 2 yrs to save that money and I then had to borrow money to buy a set so I can have Thanksgiving dinner with my family I need this money back to pay back what I burrowed thank you kindly ..***************..my contact #is ************ email ***************************** my address on the receipt ******************************************************************************************************** hill. ***********

  Business response

  01/11/2023

  This is in response to the complaint ID above. The customer placed an order on 10/28. We only allow 72 hours to cancel orders. The customer attempted to cancel the order on 11/22 and was informed they could only reselect to something different but not cancel. The customer can keep store credit for this if they do not want to reselect.

  Customer response

  01/11/2023

  
  Complaint: 18563262
  
  I am rejecting this response because:
  
  In the time that they wanted to deliver the wrong items after Thanksgiving  I have already gotten a table set from a friend who did not need hers anymore..it took me 1 year and a half to save the money plus I borrowed half of it at the time of purchase  this was told to the sales rep that I stepped  out the store to borrow  the $300 more that was needed..they did not follow through  on their part on the specific  merchandise  I purchased  but wanted to give me something  that is not suitable or convenient to my needs so I cancel  the order ..I need a full refund  cause I have to pay back the $300. I borrowed  and I am on government  benefits  so I'm not working and cannot  afford  it ..I don't need anymore  furniture  I would like a refund  please thank you..this company  caused me a lot of tears ,heartaches  and inconvenience  to me and my family  I need a ferund please I'm not Intresed in doing business  with a company  that does not care about the customer  purchases..Thank you kindly..R.****..
  
  Regards,
  
  ***********************

  Business response

  01/20/2023

  This is in response to the further information sent by the customer. The sale was made in good faith and we do not allow the cancellation of sales past 72 hours. The customer was never delivere incorrect merchandise as they have stated. The customer wanted to cancel the sale because the items were not to their liking but asked for the cancelation well past the 72 hours. We have made an exception for the customer to reselect to a different set as we normally don't do that to try and resolve this but that is the best we can do. We will also offer the customer to keep this as store credit to pick a different room of furniture but we cannot offer a refund. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early November I placed a large order from Huffman Koos in freehold. We purchased all floor model items and paid in full. We were originally promised a delivery date of November 22nd. As we went to pay we were told our delivery date was December 6th. Reluctantly agreed. On December 6th only half of our items were delivered. The drivers had no idea where our other items were. They asked a boss by phone and showed me a text message from the boss saying delivery tomorrow (the 7th). After 3 phone calls I was told by customer service that we cant help you we are only customer service. After finally tracking down the store number I spoke with a representative who stated it is store policy to send us new items if available and not send what we actually paid for she proceeded to tell me after we dont receive our correct items its our responsibility to call and reschedule a delivery. I attempted to explain to her that I watched the salesman wrap our floor models and reserve them in the store she told me it didnt matter they refused to deliver my items and said I needed to wait another 10 days. I asked to speak with a manager and was told the manager works remotely and will not take my call. I have a family and no kitchen table as I was expecting a delivery. Huffman koos refused to negotiate with me at all about a delivery and when I asked why the shipping manager told the delivery driver tomorrow he denied ever saying that even though I saw the text message to the driver. All the employees do is lie and use deception to sell items. I was also forced to sign for an incomplete delivery as the drivers refused to leave my driveway

  Business response

  12/16/2022

  This is in response to the complaint ID in the subject line. The customer has been rescheduled for delivery of the remaining pieces for 12/16/22. 

  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 10,2022 I Purchased Furniture from Huffman Koos in August 2 received My Couch Bedding and ottoman never received the chair so we decided that we no longer need the ottoman I called ***************************** and she told me thats no problem will pick it up a week pass and no one picked up the ottoman so ***** told me if it's no problem can you bring back to the store and I said OK my husband had pick-up truck and returned it. Now they told me that I only get credit store because the furniture was delivered that's the policy of the store I don't need anything as right now I need full refund of $540 plus tax ***** is the Store Manager she was very helpful but Accounts payable was given her hard time to refund me.They gave me refund for the chair on November 23 for $818.88. Please let me know if you need any further information I can be reached at ************ My Name is *****

  Business response

  12/07/2022

  This is in response to the above complaint. Customer's are only allowed to cancel sales within 72 hours of when the sale is first made. This customer did not do that. The customer had stated they wanted to purchase a sofa if we allowed them to cancel the chair. As a courtesy we allowed them to do that but they decided to cancel the chair without purchasing the sofa. Again, as a courtesy we allowed a refund on the chair but since the ottoman had already been delivered we cannot allow that. The customer returned the ottoman to the store where we do not accept returns. We then accommodated the customer by allowing them to have store credit on the ottoman instead of having them pick their ottoman back up and bring it home. 

  Customer response

  12/08/2022

  
  Complaint: 18476115
  
  I am rejecting this response because: the above statements are not correct.  When I purchased the furniture the store manager assured us that we had options if we did not like how the furniture looked.  She said we could refuse delivery if we did not like how the furniture looked once it arrived or we could cancel delivery if we did so before the item shipped.  Which is what we did in terms of the chair.  In regards to the ottoman, I have text messages from the store manager indicating she was going to resolve this problem.  Everything was not delivered together, the ottoman was delivered first, without the other pieces of furniture.  There was no option for me to refuse delivery as I could not see how the items looked together.  Once everything came, I noticed that the ottoman and the chair would be too much for the room.  When I contacted the Store manager to tell her she told me we could return the ottoman to the store and cancel the chair, i have text messages to show this. It has been a continuous battle for months in regard to this set.  The store manager would tell me she was working on the issue and arhat she would get back to me and then never call back, I would always have to follow up.  The credit for the ottoman did not appear. I never agreed to buying another couch as I was returning the chair which was a smaller piece of furniture because it was too large for the room.  Huffman charged my card without resolving the first issue of the ottoman credit and then ordered another piece of furniture without my permission.  I received information from not just an employee, but their store manager, assuring me they would take care of me and resolve this issue only for them to go back and on what they said and try to charge me again.  I do not want store credit for this store, they are nothing but liars and have the worse customer service department I have ever dealt with.
  
  
  
  Regards,
  
  *****************************

  Customer response

  01/05/2023

  
  Complaint: 18476115
  
  I am rejecting this response because:Hi ********* regarding our phone call that I never received email for the credit of the amount $540 for the ottoman . Please let me know if you need anything and let me know when will be issued 

  Thank you

  
  
  
  
  Regards,
  
  *****************************

  Business response

  01/12/2023

  This is in response to the complaint in the subject line. The customer charged back her credit card payment in the amount of $299 so that money was already given back to her. The customer will now have $241 in store credit which she can use in any of our Huffman Koos stores. 

  
  

  Customer response

  01/17/2023

  
  Complaint: 18476115
  
  I am rejecting this response because:

  I reject the amount of 241 they need to give me 540 for the Ottomon the 299 was for protection coverage that I cancelled 

  ***************************** told me I was getting the toll amount of 540 as store credit.  Can you send me a phone number of accounts payable so I can call. 

  
  
  
  
  Regards,
  
  *****************************

  Business response

  01/25/2023

  This is in response to the further remarks the customer had regarding the complaint in the subject line. The consumer is correct and their store credit will be $540. The protection plan had not been regarded by accounting as cancelled and we have corrected this in our records. 

  
  

  Customer response

  01/25/2023

  [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 is satisfactory to me.
  
  Regards,
  
  *****************************

  how will I see my credit of 540.00

  Customer response

  02/15/2023

  
  Complaint: 18476115
  
  I am rejecting this response because:

  As we discuss I went to Huffman Koos on Saturday February 11, 2023 and I spoke  to *********************** and told him the chair I want he told me that he needs to confirm with back office before he does anything he told me he was going to call me on Monday and order the chair he never called me I called yesterday and he was out I called today no answer.

   

  The location was

  1541 US -22 ********, **   07069

  Phone ************

  Sale Consultant was ***********************

  
  
  
  
  Regards,
  
  *****************************

  Business response

  02/22/2023

  This is in response to the customer's further concerns on this complaint. The chair has been ordered for the customer and we will deliver when it arrives. Her store credit has been applied to the balance of the new chair. 

  Customer response

  02/22/2023

  [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 is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased living room furniture. Final piece was delivered on 11/3/2022 but missing a part that had been charged to me. Since 11/3 I communicated via text 9 times requesting follow up on missing piece. The chair cannot be used without the part required. The only responses to all texts are Im checking on it.i advised that I want to return the chair and requested an RA - no response.

  Business response

  12/05/2022

  This is in response to the complaint in the subject line. The customer ordered an additional wireless battery pack which is actually not part of the chair but an accessory purchased separately. The battery pack will be shipped out from the manufacturer directly to the customer's home. This is shipping via *** on 12/07. It will take the standard *** shipping time after that. 

  Business response

  02/08/2023

  This is in response to the complaint ID above. The customer has been refunded the amount from their TD account that they had paid for the additional battery pack. 

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased bedroom on 11/11/21. Night table damaged on delivery. They sent out a furniture repair person12/4/21 Tamer, he said he couldn't repair it. It had to be replaced. On 12/8/21, I spoke with **** who said a replacement is coming. On 12/13/21 I e-mailed photos of the damage to *********************** who said that a replacement would be sent out. On 12/20/21 a 2nd e-mail was sent. On 12/21/21, I spoke with **** who shared my frustration with Purchasing. On 1/3/22 spoke with ***** who said everything is approved and to call back in one week. 1/5/22 **** said replacement is done and should be delivered shortly. 1/10/22 **** said still waiting for someone to expedite. On 2/10/22 **** no longer works there. ***** said should be coming soon. On 2/1622 ***** e-mailed a Mr. ********************** who was supposed texpedite this. 9/21/22 ******** said the end of Sept.2022. 10/4/22 *** said waiting for purchasing to get a new delivery date. 10/6/22 ******** says now end of November 2022. 10/19/22 I'm now told end of February 2023.

  Business response

  11/30/2022

  This is in response to the complaint ID in the subject line. I have spoken to the customer and they are scheduled for their exchange for tomorrow 12/01. 

  
  

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************************ Sale #********* Paid $1,650 ****** 9/8/22 I purchased a sofa w/chaise and ottoman for $1,650 from Huffman Koos at ************************************************************** On 9/23, the day of delivery I asked the delivery guys to remove it from my home since one of the pillows was dirty and it appeared as though the back of the sofa had a tear that was stitched back together. The delivery people refused to take it back and told me to contact the Manager **************************** After many calls, to date I have not spoken to Mr. ******** I received a call from a lady named ****** who told me to expect a call from ****. ************************* called and stated they could arrange for someone to come clean the pillow and send someone to assess the tear on the sofa. She explained that sometimes the furniture gets dirty in the warehouse and she seemed to think that was okay. She was quite nasty and fixed on the no refund policy not wanting to work with me in a fair manner. In addition, I told her the sofa doesn't fit in the space. She stated, to return it, I would have to pay a $620 restocking fee and receive store credit for remaining balance and I must select something else within a week. I went to the store on 9/27 and spent 2+ hours searching the store to find something and there was nothing that would fit except some leather pieces which the sales guy ************************* stated would take up to 4 months to be delivered to me. He told me to call him back on Tuesday 10/4. I called, I text he never picks up and never returns the call. When you see him in person he says to call him and I stated you have to pick up. Tuesday was no different. I would like a refund. Their policy is no refund but they sent me a dirty, damaged, sofa.

  Business response

  11/02/2022

  The client had stated that the main concern was the merchandise not fitting in the space she had purchased it for. Once merchandise is in the home we do not allow any returns or switches. The customer had indicated minor damage after they had keep the merchandise and we offered and are still willing to bring the merchandise back to show room standards. As the customer was adamant about the merchandise not fitting in the space we had offered to allow the customer to pick something different with a restocking fee. This is against our policy as well as our contract with the customer but we were attempting to satisfy the customer. In a further attempt to satisfy the customer we will allow them to pick something else in our store (equal value/ no refunds) and waive the restocking fee. We will charge only a delivery and pick up fee. 

  
  

  Customer response

  11/22/2022

  The company is not being honest.  The primary concern was always the condition the sofa was received in.  It was dirty and the back of sofa had a tear that had been sown together also one of pillows was very dirty.  I asked them to remove it on the day of delivery since it did not appear to be a new sofa, the delivery people adamantly refused to take it back and left me a number to contact manager.  Work was still being done in the room where sofa was going.  So it was several days after delivery that I realized it wouldnt fit in the space.  Therefore, space issue was the secondary concern.  Huffman Koos business practices are below standard.  I was eventually told I had a week to select another item.  I returned to the store and spent hours searching.  Nothing in the store would fit except a leather piece which ***** stated would take 4 months to receive.  That was way too long and I believe he knew that.  The sofa and ottoman was $1,650 they wanted !600 restock fee which is excessive.  They offered to send someone to clean sofa and someone else to assess stitching in back of sofa.  They sent me a sub- standard product that appeared to be used not new and then wanted to dictate not negotiate terms. Stay clear of this business they lack integrity and good business practices.  The Salesman never answers his phone or text to communicate with him I had to physically go to the store.  **************** number is useless no matter what time you call!

  Business response

  12/01/2022

  This is in response to the above complaint. As stated previously the merchandise was delivered and accepted in the home. We do not normally allow clients to return and change furniture once delivered but we have made an exception for this client. We will also offer to waive the restocking fee so the customer will only have to pay for redlivery of what ever new merchandise they select. 

  
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2022, I went to Huffman Koos in *****************, **********. At that time, I was greeted by a sales representative who sold me a 4-piece king ******* set which I was informed was in stock. The sales representative told me that if I paid for the ******* set in total that they would hold on to it for me until the second week of August. When I went to schedule delivery, I was told that the ******* set was out of stock. I patiently waited till the end of September to find out that they had the wrong bed frame size and that the mirror was damaged. I spoke to 2 different employees from the store, who assured me I would receive a phone with a response. Its been almost two weeks with no response. I have a written receipt of the transaction showing the order and that it was paid in full, which the business was advised of. I have been very kind and patient with them, but no one seems to want to help me out and give me a solution to an issue that the business is in control of. I was provided with a cheap metal bed frame which is damaging my brand new mattress bc it has no center support. All I want is to receive the product which I paid for.

  Business response

  10/21/2022

  This is in response to the complaint listed in the subject line. I had spoken to the customer on 10/04 and compensated them for the extension of the *** on their products. I also had informed the customer I would reach out again on 11/01/22 with an update on their merchandise. 

  
  

  Customer response

  11/18/2022

  
  Complaint: 18163621
  
  I am rejecting this response because:We have been working with the client and have ordered them new merchandise. We have given them the *** of 1 to 2 weeks and have further compensated the customer. 
  
  
  
  Regards,
  
  ***********************************

  Business response

  11/18/2022

  We have been working with the client and have ordered them new merchandise. We have given them the *** of 1 to 2 weeks and have further compensated the customer. 

  Customer response

  01/13/2023

  
  Complaint: 18163621
  
  I am rejecting this response because:Date Sent: 1/13/2023 9:32:30 AM
  
  Complaint: 18600798
  
  I am rejecting this response because: I still havent received my compensation yet after providing new credit card information earlier in the week and no set date for furniture delivery. 
  
  
  Regards,
  
  ***********************************
  
  
  
  Regards,
  
  ***********************************

  Business response

  02/01/2023

  This is in response to the last information the customer gave on this complaint. The customer's compensation refund was processed on 1/26/23/ The customer is scheduled for the new ******************** to be delivered on 2/10/23. 

  Customer response

  02/01/2023

  [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 is satisfactory to me.
  
  Regards,
  
  ***********************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I have ordered a bedroom set on July4th 2022 i was said the furniture will be delivered in 8 to 10 weeks i have waited for 10 weeks and they came for delivery and the furniture seems to be damaged i refused the damaged furniture now they called me and started saying to accept the damaged furniture or wait for 16 to 20 weeks more for new one.This is not the resolution i want.I cant accept the damaged furniture I want a resolution

  Business response

  09/14/2022

  The customer's complaint has been resolved as we have refunded their money for the bedroom set which they were also originally offered.

  
  

  Guest Services Manager

  Huffman Koos Furniture

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