Complaint Review: Huffman Koos - Nanuet New York

In November 1999, we purchased a dinette set from Huffman Koos in Nanuet, NY. It was delivered December 1999. Shortly after delivery, I notified Huffman Koos customer service that the table top had begun to crack and chip. Customer service scheduled a service technician to come to my home and inspect the defects in December 1999. The service technician reported to me and Huffman Koos that the table top had not been properly prepared and needed restriping and respraying. I then arranged with customer service to have the table top picked up on February 2000 to have it repaired. The supposedly "repaired" table top was delivered to my home on March 2000.

Three months after the table top was refinished, I once again noticed cracking it the finish. I contacted Huffman Koos customer service again and explained my concerns about the problems with the table top. Again, customer service arranged to have a service technician come to examine the defects in July 2000. That morning, the same technician came for the inspection. I went over the history of my problems with the table top. He examined the merchandise and immediately said to me that the cracking was due to water damage caused by the customer. As you can imagine, I was completely taken back by his rudeness, his discourteous mannerism, and his lack of understanding. I tried to explain to him that I disagreed with him, and that cracking in a newly refinished table top after only three months of normal use is an obvious defect in the merchandise, and should not be blamed on the customer. He denied my opinions and told me he was handing in his report as water damage due to customer misuse. At that point, my faith and satisfaction with Huffman Koos had been destroyed, and felt my mistreatment as a customer was unacceptable.

About a week later, I called Huffman Koos customer service to see if the report was recorded, and to express my concerns about this report. A representative told me that they did receive the report and that the report did in fact blame the customer for the defects. I explained my dissatisfaction with the handling of this situation to the representative, and she suggested to send another service technician to my home for a second opinion. I declared that I given up enough of my time trying to rectify this problem, and that I wanted at the very least, a store credit for the full amount to pick out another dinette set. I was then told that I would have to speak to a manager, who of course, wasn't in that day.

To this day, Huffman Koos is denying responsibility in this matter and will not grant us a store credit. Huffman Koos is undoubtedly the worst vendor I had ever delt with. The way they've treated us is disgraceful. We went to Huffman Koos for quality and service, and literally "paid" for it in the end. You're taking a big risk investing in furniture from Huffman Koos. They have ZERO customer service to back you up when a problem arises.