Huffman Koos Furniture Gallery — Local services in Watchung

The business practices and customer service or lack thereof I received from Huffman Koos, Watchung location is abhorrent. I ordered a chair to match a sofa and loveseat that I previously purchased in the beginning of the year. I wanted the chair that matches the set and placed the order in early October. A newer sales person (Rickey) assisted me with the order. They said it would take 8-10 weeks for delivery! Ok, not happy about that but fine. Somehow, the chair was ordered and delivered without the nail head detail that is on the sofa and chair which again was already delivered from the same store in September. I called the store once delivered to inform them that the chair was wrong but no one ever answers the phone. When you call the number for the Watchung store and press 1 for customer service, the phone rings twice and you get a busy signal. No matter how many times you call, this is their practice. You may have luck calling the Fairfield location and if things are on your side, someone may answer. I was able to speak with Miss Herma (sic) who tried to assuage the problem and she told me she would email the main office to see what they could do as as we were so close to Christmas and she wanted to try to get it taken care of before then. She said they would call me to let me know what could be done. When I did not receive any feedback and could not get anyone on the phone, I traveled the 13 miles to the store to speak with someone in person. This was on the next day, Friday, December 16th. Ricky greeted me asking if he can help show me something and I explained that I was not there to buy anything but because there was a problem with my order. He told me that I had the option to have them order the nail heads and someone from their warehouse would come to my home to apply them, the other option was to cancel the order, they would come get the chair and refund me my money. He said this in a tone that was suggestive of either you wait or you will not have a chair for the holidays! I asked him did they in fact contact the main office the day before and he assured me that he had and asked if I wanted to see the email that he sent and I told him yes. He printed out the email and handed it to me in an envelope which when I opened it to read it, the date and time showed that he did not email them the day prior as they stated but just a few minutes before. The email is time stamped for Friday, December 16th at 1:22pm. Since the email was sent, and I was assured that resolution was near, I left the store thinking that it would be taken care of it as verbalized. Fast forward to Wednesday, 01/04/2023, after not hearing a peep about this issue, I called the Fairfield office at 4:15pm (see the reference above about their phones) and after a wait a young lady answered the phone as Miss HW was off. She looked in my file and said that nail heads could not be ordered as they would damage the integrity of the chair and that a new chair had to be ordered. I asked if someone, anyone was planning to contact me to alert me of this. She was speechless. I asked to speak with a manager and she told me that Lisa was the manager and she had left for the day at 4pm. I asked if she could forward me to someone in the corporate office and was told they were not allowed to do so and would have Lisa call me the next day. Ok, even though their messaging says that customer service is open from 10am -6pm, it is almost impossible to get in touch with a human to help you. On Thursday, 01/05/2023, after again not hearing from Huffman Koos or their representative, I again traveled to the store to speak with a person. I was told that they would again email Lisa to follow up. I then informed HW that I would like them to come pick up the erroneous chair and refund me my money as I do not feel I should pay for something that I did not order and cannot get appropriate, timely recourse to fix the issue. This is very poor...

After a very long battle with Huffman Koos in Freehold the corporate office and manufacturer of the sofa and love seat that I purchased I finally went to Huffman Koos in Watchung and was treated wonderfully. In fact BIBi and Sheldon at the Watchung store are the only bright side of this whole story. They deserve five stars.

The other players in this saga deserve no stars. In fact, I urge anyone that is thinking of purchasing anything from the Freehold store to READ THE REVIEWS FIRST!!!!

The story, as brief as I can make it, is we bought a couch and loveseat and were assured it was top of the line. The price reflected that thoughtful. When it was delivered the loveseat material was ripped in two places the couch back was bent out of shape. Seat material was poorly sewn. One would think customer service would come to the rescue especially when they sent out a factory representative who admitted that it was not repairable and the manufacturer would reimburse the store for the entire cost. Two months later we were still fighting with the store and corporate office and got nowhere. Finally in desperation we settled for a credit. After the way we were treated we no longer felt comfortable buying anything from this store but they weren’t about to lose their commission.

As I mentioned in the beginning, the only bright side of this story I’d the Watchung store. They were the only ones that treated us well. I would shop there again. As for the Freehold store, they are not...

DON’T GO!!!!!! If I could give zero stars, I would. Huffman Koos in Watchung, NJ is hands-down the worst place to buy furniture. Not only is their customer service appalling, but they flat-out LIE to your face. I was promised delivery within two weeks. We’ve never had a problem with other reliable and well know furniture stores but we decided to try and buy a tv stand since we liked one we saw at the store. Guess what? It’s been almost a month and nothing. We canceled the order since they mentioned that while transferring it the item broke the manger I guess her name is Lisa assured me that they would comply since it’s the least they could do, I got a new excuse, they totally disregarded that and got someone called Joanna to tell us that they would not cancel the order. No one takes responsibility, no one calls back, and everyone seems to be reading off a different script of lies.

I swear go buy your furniture at Raymond & Flanagan or Value City they are real and serious furniture store. The only thing consistent about Huffman Koos is their incompetence and complete lack of accountability.

Don’t waste your time or money here. Go literally anywhere else. But even after all the terrible things I’ve said about this store you still decide to give this people money at least don’t have Ricky as your salesperson. BE WARNED. A cardboard box would be more reliable...