Kathy Kuo Home — Local services in New York

Do not order from this company unless you are willing to wait two months (at least) for the item to arrive. I ordered a sofa around June 9 which was set to be delivered on June 28 to my new home. To clarify, I did not have a sofa at my new home. I was moving in on the 26th, so receiving it around the 28th would have been perfect. Weeks passed and I had not received any updates. So the week of the 28th I decided to call and find out what was going on. I explained that I was having guests over on the 4th of July and that delivery was critical. The rep stated that she would check with the vendor and get back with me. After not hearing back, I called again, I was told the same thing. I called a third time only to be told that I would not have the sofa until after the 4th because the carrier would not retrieve the sofa from the warehouse in Texas until after the holiday. I received apologies but was at a total loss as to why I was not made aware of this until AFTER the 28th. Prior to the 28th I received no emails or correspondence advising me that there would be a delay. They just let the time pass and had me waiting. Had I known that there would have been a delay, I could have made other arrangements.

I was assured that the carrier had picked the sofa up from Texas on July 8 and that it was en route to the warehouse in North Carolina for delivery. From there it would be two more weeks... So I would be looking at the end of July, over a month and a half from the initial order date and nearly a month later than expected.

Fast forward to July 15 when I call again, to get and update. This is when I lost all respect for Kathy Kuo as a company. I am advised on July 15th, that the information given to me a week prior was inaccurate and that the sofa had not been picked up until July 14 from Texas. WHY HAD NO ONE CALLED TO INFORM ME OF THIS ????!!!!! After all of the issues, calls and emails, they decided that the right thing to do was to just “sit” on this information??? I cannot fathom that someone had not been assigned to my case and was monitoring it, so there is no excuse that I found this out a week after being told that the sofa was FINALLY en route. The rep proceeded to tell me that she couldn’t guarantee that I would even receive it in July as a result of this information. So now we would be looking at over two months.

This company has poor judgment in its selection of vendors. Poor follow up. Lack of case management procedure. Inability to meet delivery times listed on their website. These all translate into poor customer service....

This review is about Steven Matitas...I am giving HIM a 5 star. The rest of the customer service people I spoke with I am giving one star. I had ordered a piece of furniture that was going to be delivered. When the delivery company called to set up a time to deliver, before we hung up I said " and just to confirm I have white glove delivery and assembly"...they responded " sorry we don't do that! I had paid 300 dollars for white glove and assembly and the delivery company said they were going to leave it on my porch that is all they do. So I called Kathy Kuo home and the customer service people were condescending, didn't listen to the facts I had about my issue and kept telling me it was all going to work out. What happened is they sent my order through a delivery service that then sent that order to a company called Tax Freight who does not do white glove or assembly. They kept telling me they were going to send a tasker and I would get a phone call and email the night before which as you can guess didn't happen. I KNEW it was not going to work out because I did the leg work and knew the situation and they did not. I spend over 3 hours on the phone the day before delivery. On the day of delivery I again called Kathy Kuo and once again got the run around even after telling them my delivery is going to be here in 10 min and I have not received anything about a tasker coming to move into my house and set up. I was so frustrated I asked to speak to a supervisor. That is when Steven came into the picture. He was amazing. He listened and kept in contact with me throughout the day using his personal cell phone.. He had two guys show up at my house that day and get everything done. Kathy Kuo...he is an ASSET to your company and I hope you know that. He changed everything with this very...

AMENDED REVIEW:

My original 1 star review is below, but I wanted to amend it. After I posted it, the company contacted me and could not have been nicer / more user friendly. There must have been some disconnect / glitch in whoever was managing my customer service experience initially because the person (Flora) I eventually spoke to was super friendly, and helpful, and offered to fix the issue or refund us. Their stuff is lovely, and if the customer service lives up to the change Flora promised to effect, I have no doubt they will do well.

Extremely disappointed in this company and would strongly caution everyone against buying from them.

We ordered a bench from them and once it arrived asked our handyman to pls build for us. He came by a few days later to assemble and upon leaving told us there was a small chip. Bear in mine that he was doing this in a separate room in a mask given covid etx. So we contact customer service only to bw told we have to live with it and there is nothing they can because 1. Package was opened more than 48 hrs after delivery (i dont know who opens packages the day they get them anymore...last i heard there was a 3 day wait advised on cardboard. Not to mention why would anyone open it and risk damage before the person who was assembling it came by. And 2. The bench was assembled before the chip was noticed and reported. Also ridiculous because it was a small defect that only became evident once the whole thing was assembled.

Could not belivethe lack of actual service provided by customer service on this. Very much a buyer beware situation. So save yourself hassle and anxiety and DO NOT BUY...