Huffman Koos Reviews

In late August, the wall unit was delivered and the next business day, Huffman Koos charged my account for the balance of the purchase. After several phone calls and much explaining, they reversed the second charge pending the arrival of my couches. My couches were delivered in late November and the next business day which was 12/01/09, they charged my account for the balance of the purchase.

On 12/04/09, they charged my account again for the balance of the purchase thereby overcharging me by $1,299.97. I have been struggling with them since January 8, 2010 (when I received my statement indicating the overcharge) and as of this writing they are claiming that they have not overcharged me. In spite of the fact that I provided them with my statements clearly indicating that they overcharged me, they are still claiming that this is not the case.

I have disputed the charge with the Finance Company and I am hoping that common sense will prevail. However, I would like to warn everyone away from doing business with Huffman Koos. They have been absolutely non-responsive and extremely unprofessional. The Elmhurst, in New York City, store manager is indifferent and appears to be totally disinterested in his customers' store experience.

Huffman Koos only carries furniture from reputable manufacturers, but even with high standards there are occasional defects or problems with products. Despite our best efforts, accidents or mistakes can happen during delivery. We have made considerable progress in minimizing these unfortunate occurrences, but due to the nature of our business they will never be completely eliminated. We acknowledge that we do make mistakes, which is why we have quality control guidelines and a well-trained customer service department standing by to resolve potential problems.

Some of the complaints posted are for problems that occurred before the current management acquired the company; however, we will still do our best to provide service to you. If you've experienced problems with our service in the past, please send an email to customerservice@huffmankoos.com. Now, I would like to address some of the more recent complaints posted here and our efforts to resolve them.

Re: Saradhi of Lake Hiawatha, NJ (October 19, 2009). This problem was resolved and no similar complaints have ever been recorded.

Re: Joseph of Jackson Heights, NY (July 25, 2009). Joseph was unhappy with his purchase and was granted a refund. Due to a paperwork error his refund was delayed, but he did receive a full refund and a gift certificate.

Re: J. of Succasunna, NJ (June 19, 2009). This customer's furniture was damaged in transit and could not be re-ordered because the set had been discontinued. We did, however, have some pieces from the same set at our warehouse. In a final effort to give the customer the set they wanted, we brought the remaining pieces to the customer. The customer refused delivery because they were not satisfied with the replacements and received a full refund.

Re: Halina of Livingston, NJ (June 8, 2009). Halina's problem occurred in 2006 and she was given a full refund at that time.

Re: Zoran of Butler, NJ (June 3, 2009). Huffman Koos paid for repairs to Zoran's chairs and gave him a discounted price on his order, which he happily accepted.

Re: Michael of Kerhonkson, NY (March 7, 2009). Michael received a table with imperfections and customer service followed up the next day to work on resolving the problem. Michael agreed to an exchange and was pleased with the result.

Re: David from Valley Stream, NY (November 19, 2008). David's delivery appointments were not kept and he received a full refund just a day after this complaint was posted.

Re: Edith of Clifton, NJ (September 1, 2008). Edith's calls were returned on several occasions. With the communication between Huffman Koos and Edith, we were about to turn this order around, and reinstate the sale. We made arrangements for both Edith and her husband to come in and inspect the furniture to their satisfaction before it was delivered to them. They were very happy to see how this was handled and were very pleased once the furniture was in their home.

When we received the new pillows and installed them, we realized that this was not going to work, as the couch was so overstuffed that we were unable to sit on it, and it looked ridiculous. It was at this time that we decided we wanted our money back and stated so. We were told we could not have our money back, but could have a credit or pick something else. We went to 3 different Huffman Koos, as far as 20 miles to seek out a new couch and chair. At the 3rd store, we were told (from the Manager) that we should choose something from Broyhill since it was a better quality. We then sat in 2 Broyhill chairs, and both had the same problem as the chair we have now that still has not been replaced. During one of the visits that the representative made, he agreed that the room this furniture was in probably wasn't used very often and did not seem to be abused.

Looking carefully, I saw that the wood frame cracked. Without a store to contact, I notified the manufacturer who refuses to acknowledge their responsibility. Since I live alone, I'm aware of every time the sofa was sat on and attest that it was never dropped, as the manufacturer insists. Neither did anyone jump on the furniture. Based on the fabric, you would think it's a brand new piece. Instead, I have a very expensive piece of garbage.

Delivery was arranged and when the furniture was delivered, the hutch had damage, so the driver told me to refuse delivery. Within 10 minutes, I also discovered damage to the table which I reported within minutes to the warehouse. Arrangements were made to deliver a "new" hutch and table. The evening before delivery, I received a call from the warehouse manager, saying he looked through the couple of pieces left in the warehouse and they had some minor damage, but would bring them by to see if they would meet my approval.

The furniture arrived and I was asked to come out to the truck where they pulled out the table and china hutch. The hutch had multiple issues as did the table. They were worse than the pieces they were to replace. I refused delivery. Turns out, this is a discontinued set and they brought the best of what was left.

Now, after multiple attempts to get a refund, including stopping into the store and talking to Sam **, as well as the corporate customer service manager Diane **, I have got nowhere and now promised return calls are not being received. One call offered to send up the hutch from a store they have in North Carolina. I did not buy floor samples and refused a third attempt. The customer service I have received is deplorable. All I want is my money refunded, $3,200 plus and remove the partial delivery from my house.

Our problems were as follows: We ordered a bedroom set and the platform that was delivered for the bedroom set was not the same one that was in the showroom, it was from another similar set. The current platform has sharp edges, while the one we ordered had rounded edges. The service people took pictures and it was confirmed that this was the wrong platform, but it was never replaced, no matter after how many services visits, telephone calls and emails. Also the dining room set was never delivered on time and when it was delivered, the color of the fabric of the chairs was the wrong color. However, this ended up being a good error since the color that we got was nicer than what we had ordered (and were never advised that there was a choice). In addition, we were told that there was no china cabinet for this dining room set. When my husband went back to the store at some point, the china cabinet was in the show room.

My husband bought the one in the show room and we were promised the correct hardware for this piece. It took months of phone calls, and finally, after one of the service visits, the person was able to find the pieces among the loose hardware in his tool box, but we had been told all along that the hardware had been ordered and that they were just waiting for it to come into the store. Apparently, it never was ordered. In addition, one of the chairs had a defect and the chair should have been replaced. It never was replaced, but the service person was able to at least paint the portion that was defective and it is not that noticeable. We also had ordered another bedroom set where the mirror for the dresser was damaged in shipping and should have been replaced. Apparently, this was a discontinued set and we were promised a credit because the mirror (wood portion) was not able to be repaired correctly and is noticeable.

In addition, the service person painted the mirror itself also and now there is clear paint on the mirror itself. Moda should have either taken back the mirror and given us our money back for the value of that piece, or given us a credit for delivering a damaged piece. When we had ordered the furniture, we had put a deposit on the furniture and were told that the balance would be interest free from GE Bank for six months. However, when it came in time for shipping the order, we learned that only a portion was put toward the zero percent financing and we had to pay an additional $1,600, otherwise the furniture would not be delivered. We were told that we were not approved because of our credit, however, the sales person never told us this at the time of the order. However, we have excellent credit and have always been approved for anything we purchase and have not ever had then or now any problems with credit approvals.The sales person apparently only put in for a portion of the amount toward zero percent financing and lied about the amount that was being financed at zero percent interest.

For over a year, I spoke with and emailed customer service at Moda and had numerous service people come to service the problems, and they were never taken care of correctly. In addition, all the service people complained about Moda and that they did not stand behind the furniture they sold and one of them told me that they were very sorry that they ever started to do business with Moda. In addition, he told me we're very lucky in the problems that we had because other people had worse problems than our problems. The customer service at Moda was terrible because nothing ever got resolved. We ordered a lot of furniture and were very lucky that our problems were minimal. However, the furniture that was being sold was cheap furniture and some of it made in China and not in Italy as marketed by Moda.

We were out a few hundred dollars and have defective pieces of furniture where we paid full price for new and in good condition furniture. In addition, the zero financing was not for the amount that was promised so that we had to pay upfront a higher amount than what was agreed to at the time of sale. I am not surprised that Huffman Koos is having complaints lodged against them, since they are the same people as Moda Furniture. Also, after our problems, I found out that someone from my work also had purchased furniture a few years earlier from Moda. Moda was having problems for years and finally bought a name of a furniture store that had a good reputation for its furniture. The complaints against this Huffman Koos should be made separate, since it is not the same Huffman Koos as the store that sold off its furniture for bankruptcy. It should be made clear that the current Huffman Koos was formerly Moda Furniture.

Michael ** would not answer the phone when my representative called to find out why he would lie to a customer and offer them something that did not exist. He would not return calls and washed his hands of the whole matter. It is a disgrace that an employee with such a high position with the company would treat his customers that way.

On Sunday the 28th, I called the store and the representative I spoke with had no clue why my coffee table was not delivered. She claimed she was investigating the matter and I narrated my experience on Saturday. I also gave her my cell phone number to call me to make arrangements for delivery after 7:00 pm Monday to Friday since they were willing to deliver during those hours on Saturday.

On Monday, September 29, I called Huffman Koos delivery department, spoke with the Manager whose name sounded like Keith. I again requested that arrangements be made for delivery after 7:00 pm Monday to Friday since they were willing to deliver during those hour on Saturday. He stated he would do all he could. I gave him my cell phone number to call me and advise his delivery plans.

By Friday the delivery Manager had not called. I called the Store on Saturday and found that no delivery plans were made. After several phone calls back and forth. I requested a refund since Huffman Koos failed to deliver the coffee table. **, the receiving agent at the store agreed to fax me the refund papers to sign and fax back to her. After about 4 hours I received a fax with the wrong amount ($178 instead of the $385.88, we paid). My wife and I drove to the store and were told that the wrong documents were faxed to us in error and given an invoice for the refund indicating the correct amount. The receiving agent also gave us the phone number to the corporate office to follow up regarding the refund.

On October 23, 2008, I called and spoke to the manager, ** about my refund. He promised to do all he could to send my refund. I called twice on November 3 and Spoke with ** and **. ** promised to handle it and gave the name of ** at corporate headquarters. I called ** who promised to investigate and called me back. She never did. On November 10, 2008, I called and was told by ** that my refund check was in the mail. I looked for the check in mail but received nothing. On November 19, 200 I called to speak with **. This time ** claimed that the person who cuts the checks is out of the country and incidentally was expected back the following day, Thursday, November 20, 20008. It has become abundantly clear in light of the foregoing that Huffman Koos and its staff have no intention of delivering my coffee table or refunding my money.

4) When asked for refund - spoke to Manager - Samuel Davis who said we would receive our refund which we were entitled because of their errors and has been giving us the run-around.

Corp Office - Left numerous messages for Anthony Menham - owner which have not returned our my call.