Reviews 3.7
2,106 total
Pohlman
1 reviews US
Still lying
Still lying. Sticking to a lie is a terrible, terrible manner in which to run a business. My order was labeled and sent to the incorrect address, before anything that you claimed happened supposedly happened. At this point, if it were worth the time and effort, we would sue you. AGAIN, it would take an hour to sufficiently respond and repair this event. Your company will not survive when run in this manner.
Date of experience: May 17, 2024
Hi Amy, Thank you sharing your feedback. We have received both of your orders and processed your refund. Please reach out to us at [email protected] if you should have any questions or concerns. Best, Kathy Kuo Home
B. Abbey Martinez
1 reviews US
The item I received came in damaged…
The item I received came in damaged (had a deep surface rub of some kind that left a mark on the top of the table I ordered). I went online to get a replacement or to return the item and read Kathy Kuo's return policy. Kathy Kuo's Home return policy has a restocking fee of 20% if you return the item and requires you to notify the company within 48 hours of receiving a damaged item. Since I was out of town when I received the item and I did not open the package for 3 days. I was past the 48 hour time allotted.
Date of experience: May 13, 2024
Hi There, Thank you for your review, we greatly appreciate your feedback. We are so sorry for the experience you had with your order, but we are happy that Angela was able to work closely with you to resolve this. We hope we can continue to help you love where you live! Best, Kathy Kuo Home
Karen Faris
1 reviews US
Our very expensive chairs took over six…
Our very expensive chairs took over six months to arrive. Had we been told at the time of payment and order that it would take that long we would not have ordered. The delivery date was in constant flux and On several occasion we were told about a delivery date that did not happen, affecting our own schedules. We were the ones who had to constantly try to track down our order.
Date of experience: May 14, 2024
HI Karen, Thank you for your feedback! It looks like upon order placement, the Claudia Mid Century Brown Upholstered Leather Seat Wood Frame Dining Arm Chairs were listed on backorder for early May. However, we are glad Janina was able to provide you with a fabric sample while you waited for your order. Please know that we are actively working with our partners to ensure the accuracy of these dates and to minimize any future delays. Your satisfaction is of utmost importance to us, and we're committed to helping you create a space you love. Best, Kathy Kuo Home
Kali Santarpia
1 reviews US
Buyer beware for returns
I’ve been a longtime buyer from RH and decided to try and save money and purchase some counter stools from this company. Two stools arrived via UPS. I opened one box and decided the color didn’t match my kitchen. I never opened the 2nd box. When I tried to return the items they attempted to charge me 20% of the entire purchase for “restocking” … when one box was never even opened. They agreed to charge me 15% after complaining but still that’s over $300 for two counter stools. What is making things worse now is the stools were delivered back to them 10 days ago and still no refund. I’ve emailed their customer service twice and no response. Do yourself a favor and be sure you want the items you buy bc company doesn’t provide a great customer experience if you need to return items.
Date of experience: April 25, 2024
Hi Kali, We regret to hear about your return experience. As stated on the product page, "Returns are accepted within 7 days of delivery for this item. A restocking fee will apply." Please note that our return policy involves a 20% restocking fee for returned items. Nonetheless, we are pleased that Becky could assist you closely in resolving this matter. We remain committed to helping you create a space you love! Best, Kathy Kuo Home
Carrie Reid
1 reviews US
It took several months to get ahold of…
It took several months to get ahold of anyone through customer service and when I finally did, it took 3 months for 3 buttons to arrive to have a brand new tufted couch repaired. Terrible quality furniture and the rest of it follows suit.
Date of experience: May 06, 2024
Hi Carrie, We are truly sorry to hear about your frustrating experience with our customer service and the lengthy delay in receiving the necessary buttons for your tufted couch. This falls far below the level of service and quality we aim to provide. Your feedback is valuable to us, and we're committed to improving your experience with our products and services. Please let us know if you have any other questions, and we hope to have the opportunity to serve you again in the future! Best, Kathy Kuo Home
Vanessa
1 reviews US
Damaged item no refund/exchange
I've made several orders from Kathy Kuo, but my latest order was damaged and unusable. Customer service took no responsibility and refused to refund or exchange the item. I am left with a broken item and no recourse. Disappointing.
Date of experience: May 06, 2024
Hi Vanessa, We sincerely apologize for any inconvenience caused by the damaged item. While our policy requires issues to be reported within 48 hours of delivery for a fair resolution, we understand your frustration and want to make things right. Despite the delay in reporting, we are happy Mimi was able to resolve this for you as a gesture of goodwill. Please let us know if you have any other questions, and we hope to have the opportunity to serve you again in the future Best, Kathy Kuo Home
Jackson Russell
1 reviews US
Bad customer service
As a trade member, I receive 100’s of packages and can’t always open when they arrive. Kathy Kuo would don’t take responsibility for a blatantly damaged item due to shipping incorrectly and would not let me return item or even offer a restocking fee. Will take my business somewhere else next time.
Date of experience: April 18, 2024
Hi Jackson, Thank you so much for your feedback. We apologize for the experience you had with your order. We have a 48-hour reporting window for damage claims to ensure prompt assessment and resolution of any issues that may arise with delivered items. Although this was reported outside of that timeframe, we are committed to resolving this to your satisfaction within our policy constraints. We are pleased that Angela is working closely with you to address this issue. Please feel free to reach out if you have any further questions. Best, Kathy Kuo Home
Kathleen Wilson
1 reviews US
Wrong product
Wrong product. Made to feel like lying. Charged for the replacement. No shipping label to send wrong product back. Havent heard about returning item yet. Horrible experience.
Date of experience: May 03, 2024
Hi Kathleen, Thank you so much for your feedback. We apologize for the experience you had with your order. We assure you that you were not charged for the replacements of the incorrect items. We are so happy Ed was able to resolve this for you! Please know we are here if you should have any other questions or concerns. Best, Kathy Kuo Home
Sharlene
1 reviews US
Horrible Experience as a Designer! Beware!
I am a designer and recently ordered sconces for a client. In several different places on the website, it noted to use original packaging to return this item. I also called to double check before purchasing and was informed they were returnable in the original packaging. I also had looked at the return policy for other items on Kathy Kuo assuming it would be the same. The sconces were not marked final sale on the site. Unfortunately, these did not work for my client in the end and I attempted to return them using original packaging as noted on the website in multiple places/confirmed by a sales rep. Customer service notified me that they are final sale which was only marked at the bottom of the return policy in tiny print and that I must have been given incorrect information from them on the phone. I am not only out the $700 for the sconces but I am also going to be charged shipping and a $120 restocking fee. This is unacceptable behavior. I had recommended them to multiple clients and friends and would never use them again. There was zero accountability for the fact that their own sales rep had told me I could return them. They agreed the multiple notices that the item was returnable in original packaging was very misleading and said they were in the process of changing that. However, that does nothing to help me and I am now losing almost $1,000.
Date of experience: May 02, 2024
Hi Sharlene, We apologize for the experience you encountered with your order. However, we are so happy to hear that Becky was able to resolve this with you! We hope we can continue to help you love where you live! Best, Kathy Kuo Home
Marcie Klauda Klauda
1 reviews US
They say you will get a piece of…
They say you will get a piece of furniture in a month but after you pay for it they then say 4 months. Even after cancelled the order the manager said it was back in stock & should arrive in a month but once again delayed after reordering it for another 4 months.
Date of experience: March 22, 2024
Hi Marcie, We are so sorry about the experience you had with us! We understand the challenges some of our vendors are facing in sourcing materials overseas for manufacturing, and we apologize for any inconvenience this may cause. Transparency is paramount to us, which is why we strive to accurately list backorder dates on our website. Rest assured, we are actively collaborating with our partners to improve the accuracy of these dates. Thank you for your patience and understanding. We remain committed to helping you love where you live! Best, Kathy Kuo Home
Kerry Jewell
1 reviews US
I am still waiting for information on…
I am still waiting for information on getting a replacement after I was sent a broken chair with a leg cracked off. No response to multiple emails and phone calls.
Date of experience: March 25, 2024
Hi Kerry, Thank you very much for your feedback. We sincerely apologize for the experience you had with your order. While our claims processing time can take up to 48 hours for a response, we're delighted to hear that Paul was able to resolve the issue for you promptly .We hope we can continue to help you love where you live! Best, Kathy Kuo Home
Margaret Birkhaeuser
1 reviews US
Terrible customer service
The pillows I ordered were damaged and the customer service procedures required to return them are ridiculous. I have had to send pictures of the pillows and packaging. I have to wait for a response. Considering the cost of these items I would expect a much smoother and customer service oriented experience.
Date of experience: March 14, 2024
Hi Margaret, We apologize for the troubles you experienced with your pillows. Per our Claims Policy, we do require photos of the item / packaging in order to process a claim. We're pleased to see that Mimi was able to assist you with your return. We're here to help you continue loving where you live! Best, Kathy Kuo Home
susan
1 reviews US
Horrible service
The bed we ordered ended up being just what we wanted, but getting it was a world of issues. The mark of a good company is how they handle these issues and sadly Kathy Kuo handled them so poorly. Our bed was delivered 3x damaged and each time we were given false information as to how they were going to rectify the issue. One representative told me she was going to expedite the replacement, never did. Another representative told me she would refund me the delivery fee, never did. Another told me she saw the bed and it was not damaged, but yet a damaged one was attempted to be delivered. I even reached out to Kathy who did not assist and took several days to even respond. Very disappointing service and because of this, I will not use them again.
Date of experience: February 12, 2024
Hi Susan, Thank you for your review, we greatly appreciate your feedback. We are so sorry for the experience you had with your order, but we are happy that Olivia was able to work closely with you regarding this delivery and discount that you were finally able to receive this bed in perfect condition! Please know we are here if you should have any other questions or concerns. Best, Kathy Kuo Home
Debbie Morrow
1 reviews US
I was sent 2 defected chairs (on…
I was sent 2 defected chairs (on purpose in hopes that I would keep at a discounted rate). So disappointed
Date of experience: March 28, 2024
Hi Debbie, Thank you for your review, we greatly appreciate your feedback. We are so sorry for the experience you had with your order, but we are happy that Manuel resolved this issue for you! Please know we are here should you have any other questions or concerns. Best, Kathy Kuo Home
Stefanie Mullen
1 reviews US
The table I ordered arrived different…
The table I ordered arrived different than the image. You said you reserve the right to alter products and would only refund half IF I ordered something else.
Date of experience: February 13, 2024
Hi Stefanie, Thank you so much for your feedback. We apologize for the experience you had with your order, but we are so happy Angela was able to resolve this for you! We see the new order was delivered to your clients and hope they love the Amelia Modern Classic Black Wood Ribbed Pedestal Round Counter Table! Best, Kathy Kuo Home
Amanda Hill
1 reviews US
Issue not replaced
Issue not replaced. Received broken chair and I just want a new chair and to send this one bag. No one is helping me solve the problem.
Date of experience: March 28, 2024
HI Amanda, Thank you for your review, we greatly appreciate your feedback. We are so sorry for the experience you had with your order, but we are happy that Paul was able to work closely with you to replace this item! Please know we are here should you have any other questions or concerns. Best, Kathy Kuo Home
Rankin Blair
1 reviews US
Chair was broken when received
Chair was broken when received. Return/replacement process is nightmare.
Date of experience: March 27, 2024
Hi Rankin, Thank you for your review, we greatly appreciate your feedback. We are so sorry for the experience you had with your order, but we are happy that Mimi was able to work closely with you to replace this item! Please know we are here should you have any other questions or concerns Best, Kathy Kuo Home
Stacia Peterson
1 reviews US
Terrible experience
Terrible experience, I wish I never would have ordered from this company.
Date of experience: March 13, 2024
Hi Stacia, Thank you so much for your feedback. We apologize for the experience you had with your order but we are so happy Angela was able to resolve this for you Best, Kathy Kuo Home
PTP
1 reviews US
Stay away
I ordered in early Jan and have been delayed 3 times. Every email stating the delay has a promise ship date. They lie, stay away.
Date of experience: February 28, 2024
Hi There, We are so sorry about the delay with your order! Sadly, we still have quite a few vendors struggling with obtaining material overseas in order to manufacture pieces. We try to be as accurate as possible to list the back order dates on our website so we are transparent with our clients when ordering. We will continue to work with our partners to ensure the accuracy of dates! It looks like Sean reached out to you with the most recent update on your order. We will continue to keep updated on your order. We hope we can continue helping you love where you live! Best, Kathy Kuo Home
Pat Marckesano
1 reviews US
Canceled order
Canceled order, 4th time it was delayed.
Date of experience: January 17, 2024
Hi Pat, We are so sorry about the experience you had with your order. . Sadly, we still have quite a few vendors struggling with obtaining material overseas in order to manufacture pieces. We try to be as accurate as possible to list the back order dates on our website so we are transparent with our clients when ordering. We will continue to work with our partners to ensure the accuracy of dates! We hope we can continue helping you love where you live! Best, Kathy Kuo Home
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Our mission is to provide access to the best and most beautiful designer furniture and home decor. Our diverse, hand-curated product selection is the best in the business when it comes to creating gorgeous homes and smart, solution-based designs.
Our designer furniture styles--including French Country, Industrial Loft, Coastal Beach, Mid-Century Modern, Modern Classic, Rustic Lodge, Global Bazaar, and more--make it easy to shop for the look you love for your home!