Huffman Koos Furniture
Reviews and Complaints

I purchased a country dining room set in Feb2023 and it was delivered sometime in March. About 2 months later the legs on one of the chairs broke . I finally got a repair man to come around May. Soon after another chair broke and again after sometime it was repaired . When it happened to,the third chair I went back to the Freehold store and the customer service was very rude . I wanted new chairs not they could only have the third chair repaired . I was told by the repair man they were poorly made and he reenforced all the chairs . About a month later now my warranty is no longer valid all 4 chairs have broken . Again I went back to the store and was told sorry they can’t do anything Very rude customer service.

These chairs have been breaking since I purchased this item which I was told were made in America but are made in bangledesh

On Mon, Feb 20, 2023 at 12:57 PM Jonathan Hinds wrote:

Good Afternoon,
I wanted to reach out regarding a claim that has been opened since November 2019.
Guardian and Huffman Koos agreed to replace a Sofa w/ RAF Chaise.
Attached is what was delivered.

The replacement was received on 3/3/2021 as a defective couch and Huffman Koos was immediately made aware and stated they would locate the missing pieces and have the issue resolved. After two years of back and forth emails Huffman Koos made us aware the couch has been discontinued and they can offer a new couch.

Today 2/20/23, a new couch was delivered but they requested return of pieces that was delivered almost 2 years ago, and refused to deliver the new couch to us and immediately threatened to sue us for 4,000 if we didn’t allow the delivery guys to come and retrieve it right away. Attached is the correspondence from Guardian stating when our original couch was picked up we would be receiving a replacement couch. This situation is beyond frustrating and expect an acceptable resolution in a timely manner.

Thank you,

Jonathan Hinds
[protected]@gmail.com
Jonathan A. Hinds MD, FACEP, Co-Founder, CMO
Hinds4Health
[protected]@hind4health.com

I bought xtra insurance for anything that may happen -a dog a stain a rip. I just received a msg that I didn't but the correct insurance fr
I'm ur store. I have my copy that says all the problems that I stated reason my one cushion. Please advise
Theresa Recca
3 Cromwell Lane
Jackson N J. 08527

I hate to write a negative review, but I am so frustrated! I ordered a sectional in October of 2020. I was told it would be delivered in December, then pushed off to January, then pushed off to March, then pushed off til June. I stuck with it because I paid 1/2 down and really like this particular sofa. I called every day this month, that's 10 days and no one answers the phone. I left several messages but no one has returned my calls. Today, I finally got a human! She told me she doesn't know the status of my completed sofa, but will have someone call me back. Of course I was hesitant to hang up since this is the first human I got to speak with. 3 hours later and no return call, so I call again. I get the human again, yay! But she won't let me speak with the manager. She says he will call me back. I called again and guess what? No answer! This store is horrible! Do not buy furniture from the Fairfield Huffman Koos store. You will not be happy!

We purchased furniture the end of oct & it was delivered to my home on november 2. I contacted huffman koos only 2 days after delivery (nov 4) because I had an issue with the furniture that was delivered. Originally I spoke to the sales agent who I will say is the only person from huffman koos to ever return my phone call during this now 2 month ordeal. On november 2 we received a dining table and sideboard table. The sideboard table is completely different in color and texture than it was in the show room and I provided pictures to the salesperson to demonstrate the difference. I am fully aware that wood can be different in texture and color because that is the nature of real natural wood. I understand that 100%, however, we were expecting a much lighter and much more distressed piece of furniture similar to what we saw in the showroom & what we got is darker and not distressed looking which was very disappointing. I didn't see any reason why huffman koos wouldn't want to make their customer satisfied and easily swap out the brand new sideboard. When the salesperson initially contacted me back he assured me this should not be a problem to swap it out and he was going to send my issue to customer service.

Fast forward at least 4 phone calls later to huffman koos and no return phone call back so my husband and I went down in person to the show room. The customer service worker, a female, (in farmingdale) said she sees a note from the sales person but it was never sent to customer service & informs us she will do so asap and I also forward her the picture which shows the obvious discrepancy.

Since I never heard back from anyone from huff koos I made at least 4 more phone calls requesting to speak to a manager. Actually I made many, many more phone calls than that, but every time the answering machine picked up. Nobody ever called me back. Ever! This is the most horrible customer service i've experienced. Finally at the end of december I call & scott bowers answers who says he's a manager. He tells me they already made a decision that they weren't swapping out any furniture for me and there is nothing he can do. He said I should've known that then I inform him nobody called. To his credit he seemed apologetic. I am shocked at this info he gave me because nobody had the decency to call & inform me of this and I have been attempting to speak to someone since november 4. I feel as though huff koos just dropped off furniture to me & did not care at all that we had an issue.

I am completely dissatisfied with the customer service and the response regarding the reasoning for not swapping the sideboard and especially the fact that I had to call so many times to finally be told this. I don't see what the big deal is about going to the warehouse & delivering a sideboard that looks more similar to the one in the show room and swapping it out with my piece of furniture. Don't you want satisfied customers? At this point i'm exasperated, disappointed and I will never shop at huffman koos again nor will I recommend the store to anyone. Worst customer service experience i've ever had in my life.

About 4 months ago (beginning of May) my wife and I contacted Huffman Koos in Farmingdale, NY where we purchased our furniture (with insurance) approximately 2 years ago. We contacted them because our couch broke. Initially the store informed us to contact Guardian directly if we have a problem with our furniture. When we contacted Guardian they had no record of our purchase and said they could not help us
We then reached out to the store in Farmingdale, NY once again to inform them that they forgot to register us with Guardian. This took over 1 month to resolve this issue and put us in the Guardian system. We then contacted Guardian again trying to get an appointment with a service person to come to the house to no avail. After about another month a gentlemen came to the house and took the motor and switch out of the recliner and told us we needed another one .
He told us that he had to order these parts and that someone would get back to us shortly. After about 5 weeks we finally heard from Guardian and they told us to contact Huffman Koos directly because they would be taking over moving forward. We've been in touch with Dory at Huffman Koos in Farmingdale, NY. She has been working with us but does not have any answers. She informed me to contact corporate directly. We then contacted corporate which is where we spoke to Marcia Kendrick. She was extremely rude and told me that the part was ordered and it was going to take another 8-12 weeks. When I told her that this was unacceptable, she continued to speak over me and not let me get a word in edgewise. I told her I was going to report her and she said I could do what I have to do. I then asked to speak with her supervisor and she told me this was impossible and that I must send an email in order to get a response. She was extremely unprofessional and made this matter much more stressful than it is. I already contacted the Better Business Bureau in Nassau County, NY. My phone number is 516/369-0260. I would appreciate a return call as soon as possible. We spent a lot of money to purchase our furniture and needless to say we are very unsatisfied. With this experience we will never purchase anything from Huffman Koos again and will never recommend you to any of our friends/family every again.

NOTE: Throughout this entire time (which is more than 4 months) the recliner is stuck in the open position which is dangerous.

Awaiting a quick response
Vincent & Elizabeth Grasso

On may 26, 2018 I ordered a 2 piece living room set. The receipt has no sku numbers to identify my purchase nor does it confirm the description, that is, manufacturer only description my receipt states is sofa and loveseat and that delivery is 6-8 weeks. The so called receipt I received is a sales worksheet.

On june 6, 2018 I received a telephone call from the sales person (paul) who sold me the livingroom set informing me that the pattern I selected is out of stock and therefore my delivery will be delayed an additional 4 weeks. He also stated that I could also return to the store to select a different pattern out, I opted to wait the additional 4 weeks. During this phone call I informed paul that the so called receipt I was provided lacks an official store receipt with no sku numbers or description of my purchase and this is a concern to me. As far as I am concerned this is not a binding store receipt and is only work order. My customer id#: [protected]
Sales#: [protected]

To resolve my concern I am requesting an official store receipt that includes sku numbers and description.

Should you require additional information, I can be reached at [protected].

Thank you.

After waiting 7 weeks to get a delivery date for my sectional couch, it was delivered on Jan 13, last delivery of Saturday nite . My walls which were newly painted were damaged with a hole on the steps landing wall and several small holes and scraped walls going up stairs. I contacted the Freehold Store the following day to let them know of my damage. They were of no help and directed me to MCJeric Delivety service who contracts out your delivery trucks. Sharon at that office was very customer friendly and I did send her pictures of the damage and sent her a bill of $300 which my painter charged me to replace Sheetrock, compound and repaint 3 walls. This was two weeks ago and I have not received a check for the repair bill. I paid for my couch to b delivered with no damage to my home. I await your response and assistance in this matter as Hoffman koos and the delivery company are responsible for this bill thank you Maria Smircich. [protected]. [protected]@yahoo.com

Order a special order couch on 10/10/16. Was told and signed off on an 8-10wk lead time. Had to call numerous times for updates of status of delivery and kept being told estimate is 12/7/16 but was told latest would be right before cnristmas. Two days prior to 12/7/16, I of course had to call the store to get an update and they tell me it is going to be another 4wks with an estimate of 1/4/17. I went in and complained to store manager on 12/6 about no communication or follow ups from anyone and was told they would look into issue and call me back in 24hrs. No call received, waited 3 more days and then went back on 12/10 asking why nobody contacted me. They again said they would check my account and call me with any changes of the 1/4/17 delivery estimate. Went back to store on12/28/16 because I of course was not contacted and I am told now my delivery estimate is 1/16/17. Did anyone call me to inform me of what was going on?! Nope! If I hadnt gone into the store I probably would not know that my delivery had been pushed back yet again. And trying to contact corporate is a joke, nobody gets back to you from there either. Please save yourself the time money and aggrevation and purchase from another furniture store.

I purchased a couch in April 2016. The couch arrived about 4 to 5 weeks later by extremely rude deliverymen. Not only were they unfriendly but they said they couch would not fit through the doorway. They told me my only option was to hire someone for $275.00 to have the couch taken apart and put it together back in my home. They also mentioned that by doing this it would void warranty. The other option they gave me was to have them take the couch back and be charged a delivery fee and order a completely different couch that did not fit my set. Instead of doing this I had to hire a moving company to send men over to try and get the couch in. These men got the couch inside within 10 minutes. They was no reason why these men felt it would not fit since I have two does that open to about double the size of the couch. I think they were upset that it was raining which makes it worse because they left the couch outside under an awning after telling me it could not be done. I then asked Finance if I can be reimbursed the money I paid the delivery men to be reimbursed. After 6 weeks of calling Flor billing department I was told they will do this but I would need a receipt. Since I paid in cash I did not have a receipt for this purchased and I was told there was nothing they can do.

After about a month I realized the couch was not as comfortable as I remembered. I called numerous times about this but the customer service rep said there is nothing they can do if the couch is not broken. I then went to the showroom sat and on the display couch and turns out my couch does not nearly recline as far as the one in the showroom. I called Customer Service numerous times since they never seem to answer the phone and finally got an answer. I explained the situation and they sent a specialist over. The specialist was unable to come for another 2 weeks. He informed me that I do not have the correct parts in my couch and he will order them but it takes about 4 weeks. 4 weeks later I received the parts waited another 2 weeks for the specialist to come back to tell me that they sent me the wrong parts. I asked if he would take the incorrect parts from me and he said policy is that I have to carry the boxes myself to UPS and send them back. Before the specialist left we realized that he had put a tear in my couches fabric when trying to insert the incorrect parts. He has pictures of the before and after showing that it was in fact not like this before he came. He added this to his notes on things that need to be fixed for the next visit and took multiple pictures. So far every experience with Huffman Koos has been bad besides the friendliness, honesty, and timely manner this repair specialist had. I have no complaints for him or his work.

So now I have sent the parts back and am waiting for new ones. It has been over 2 months waiting for the new parts. I call customer service at headquarters every day about 7 times a day. If I am lucky they will answer the phone once a week and tell me they have no updates. FINALLY 7 weeks later they told me they got the parts but they weren't shipped to the right place so they are waiting for them to come back. 2 weeks after that they told me they received the parts and sent it to me but do not have a tracking number and to call back. Like I said I call everyday multiple times a day and they finally answered a week later saying the parts people are not in and to try again later. I still have not received the new parts and finally spoke to someone today who told me the parts department does not have the password to access the system which makes me wonder what they can be doing all day if they cannot get on their computer. I am awaiting a call back today which will most likely not have because leaving voicemail's, getting told they will call back, leaving complaints on the website, has never resulted in any sort of feedback.

If by any chance I do get a call back today and the parts arrive this week I will be lucky if I can get a specialist over within the next week or two leaving me with a broken couch for 9 months.

Things to note before making a purchase which I hope this makes you change your mind:

-Delivery service men are rude and do not actually deliver
-finance is all over the place and takes weeks to tell you what they actually need
-Customer service is atrocious and does not answer calls and when they do they say they are short staffed or come up with an excuse for why they cannot help you
-You may have a broken couch for almost a year.

bought over $8, 000.00 worth of furniture at Farmingdale outlet, in september 2015. after endless calls and visits to this shop, we have not gotten the entire shipment as of today - 5/26/16 a coffee table came first in December, it was damaged. they said it will be replaced, up to now it has not. a king size bed came with a queen size headboard. the king size headboard came a few weeks later without the proper hardware to attach the bed to the h/board. and guess what? up to today, the hardware have not arrived. It is now its 8-plus months this is going on. on one of our visit to farmingdale, there were about 4-people waiting to complain, and like us they were all being treated like we were not there, salesmen were coming and going without even enquiring what our problems were. its is the very worse place we have ever done business withl

Furniture was purchased 10/4/15 Huffman Koos promised 6-8 week delivery Furniture delivered 12-4-15, within the 8 weeks Furniture delivered with the incorrect ottoman, which was refused. Spoke with the HK rep on delivery day, and they promised to do the paperwork to get correct ottoman Lived with the furniture for a week and were not happy with it Attempted to phone all numbers for store, never any answer or call back Husband went in and spoke with store manager Frank, and we were told there was not much they could do for us, but if we went on 3 websites, and made positive reviews, they 'might' be able to exchange set, which I did, under duress. It felt like blackmail 1-4-16 Husband went back into store. They would not exchange set, which was fine with us at that point, but they never ordered correct ottoman. Now, we realize springs were not properly attached in sofa, tried to phone again, still no answer 3-7-16, still no ottoman, back into store, waited an hour for customer service, and was told ottoman would not be shipped until 3-28, and someone would call me regarding the sofa. Now, 5 months later, no ottoman, and a damaged sofa. Customer service has been non existent.

I purchased a Bedroom Set from Huffman Koos Furniture Store at 1640 Broadhollow Rd, Farmingdale, NY 11735 back on September 2nd, 2015. I have yet to have it fully and satisfactorily assembled, now 4 months later! It was first delivered damaged at the end of September and also lacking the proper hardware and center support. After many phone calls and 3 months, the damaged drawers were replaced on 12/2/15, but again the deliverymen did not have the appropriate hardware and center support assembly. According to their Warehouse Supervisor this would be corrected immediately. It never has been! I have called the Service Office, the store itself and the Warehouse 5 more times in the past month. I have spoken to 5 different people all assuring me it would be addressed in a day or two and I would be called as to the new service date. I continued calling and wrote an email to their Office as instructed on their Website. I was never call back nor contacted in any way. I remain with a bed that is wrongfully assembled and lacks the center support. For the first 3 months, I was left with the bed on the floor causing me difficulty sleeping and problems with my back each and every day. Now I have a jerrywrigged bed assembled with short bolts and no center support. I am unsure if the bed will hold or if it is causing damage to the frame. I am completely frustrated with their organization and would never purchase or do business with them again!

This was the worst purchasing and customer service I have ever encountered. First they denied my credit I think due to error inputting application. After insisting this was a mistake they redid it and of course I was approved. Then it took almost 2 hours to check out because the system was not working properly so they say. I think it was likely continued incompetence. Then after calling the store twice (which was not easy because you often couldn't get through or were left on hold for long periods of time) to confirm my products were in the warehouse and ready for delivery we got rid of our previous living room set. Only to be told the next day by the way your entire sectional is not actually in the warehouse. The delivery for what they had was scheduled so we didn't have to sit on the floor. Next we have our second delivery where we were informed at delivery that we were still missing a piece. It is incomprehensible how this continued to happen. Then we were told different things from everyone we spoke to about where the final piece was and when it could get delivered. After 3 deliveries (which the last one was delivered without us knowing it was being delivered but luckily we were home), many phone calls, speaking tongue store, corporate, and the warehouse we continued to be given misinformation and felt lied to. To top it off you can't even make a complaint or request a discount for your troubles. We were told this had to be done online without clear information about how to do so. I am still waiting for an actual call to address these concerns and to learn how we will be compensated for our troubles.