Huffman Koos

The delivery truck came on April 6th and I opened the door and the 2-Gentlemen brought the 1st piece in and they both went back outside and I thought it was to get the rest of the set. The Driver then came back inside and said if I can sign and I asked where the rest was and he said 'Lost'. I said what, he said call Customer Service. I call and ask for a Manager and was connected to: Lisa ** (**) who told me that the rest of the Livingroom was on a truck between your warehouses and they couldn't figure where the truck was in time for delivery. I then explain this Livingroom set was purchased to assure I had furniture for Easter and family get together. She stated, "Well sorry again for the 2nd time delivery mix-up but at least we got you 1-piece."

So, I then said please cancel the whole order that we no longer want it and they can come and get the 1-piece. Lisa stated, "Oh well 'you are out of luck'. We have your money, and it can't be cancelled" and I she makes the final decisions. There was no-one higher than her. I told her she better make arrangements to have the 1-piece pickup and she told me that under No circumstances would she do that and if I don't take delivery of the rest consider that I just paid them all that money for 1-piece and that Huffman Koos or herself will 'NEVER' refund my money.

I then informed Lisa ** that I had already informed American Express of Huffman Koos lack of Customer service and lack to remedy the refund and to schedule a pick-up for the unwanted piece. So as I explained to American Express if the Delivery Driver had told me that they only had 1-piece I would not have let them enter and that is how Huffman Koos steals money from their potential Customers. That being said the American Express charge has been canceled. I have also spoken to TD Bank in reference to the little charge that was given to the them and explained the same verbiage above to them. They have documented that charge now as 'FRAUD' and have advise that I should tell the store they should make arrangements to pick-up the 1-piece for they too will be canceling the charge.

I spoke to the manager (Carole **,) She said the orders were put on two separate P.O.s and would be delivered by the end of October. She was going to double check with shipping and get back to me by the next business day. That never happened. I got a call from shipping two weeks later saying the date was changed to November 22nd. On November 15th I received a call saying the delivery would now be the middle of December. I explained that I needed it by Thanksgiving and that I would accept the floor model which was at the store. I was told they would check and get back to me by the end of the day. That again never happened.

The delivery date was changed to the middle of December, then the end of December, then the middle or end of January. The couch was finally delivered in February. I discovered that the second couch was not on a separate P.O. but was ordered after I pointed out the mistake as an add on. If there were two P.O.s the two deliveries would not be so far apart? A mistake is one thing, lying about it is quite another. At this point some type of compensation should have been in order.

NO CALL of course so I called on Thursday April 29th. A RUDE customer service representative informed me that now my furniture was not coming until JUNE 30th. No explanation, no apology. When I said I was told 4 days ago it was coming in 3 days ago - was told nope it's coming in June 30th. I asked to speak to a store manager and was put on hold for 20 minutes and told he was busy and would call me back when it was convenient for him. I asked for a customer service manager number and was given a bogus number. STAY CLEAR! Do not order anything from this company if you want it to be delivered or expect any kind of help from customer service.

After not hearing from the company, I reached out in early Nov to find out when the items would be delivered (Nov 14th would be 8 weeks). I was told the furniture was delayed and that it wouldn't arrive until sometime in January. I called the sales associate to inquire why (left a voicemail) but he did not return my call. My wife called again in late November and was told the new date would be Jan 16th. She called again in early December to see if the date had changed and was told that it had not. She was also told this date was "locked in" and would not be changed.

On January 6th, I called to check on a delivery date as I had not heard back from the company. I was told, by the same representative at the store, that our delivery date was pushed back to Feb 12th. This is now 5 months from the date of purchase, and 3 months after the original delivery timeframe. I expressed my frustration to the company representative but she was unconcerned and combative. The only response I received was that there is nothing she can do, and it's "the vendor's fault".

Huffman Koos is selling items in the store that they have no ability to deliver. A couch in 8 weeks is worth much more to me than a couch in 5+ months. I would not have made the purchase if they were honest about the delivery time. They are intentionally misleading customers to collect payment in full at the time of sale. This practice is not isolated to me but seems to be a chronic, and unethical, business practice for this company.