Reviews 3.7
2,106 total
Linda Smith
1 reviews US
When the table I ordered arrived
When the table I ordered arrived, it looked nothing like the photo on the website. What was supposed to be a black honed stone top was a highly polished medium dappled grey that looked inexpensive. I was told the best the company could do was offer a 15% discount. Would not recommend.
Date of experience: June 27, 2019
Hi Linda, Thank you for your feedback. My sincerest apologies for the inconvenience and frustration this experience has caused you. I have reviewed your order and will be in touch to discuss a more favorable resolution. Valerie
Stacey Young
1 reviews US
I have not received my shipment
I have not received my shipment. I had to follow numerous times. An incorrect 300lb shipment was left in my driveway blocking my car from leaving without notification that it was even being delivered.
Date of experience: June 18, 2019
Andrew Toups
1 reviews US
The pillows I ordered appear to have…
The pillows I ordered appear to have small rust stains on them. In addition, the color, especially what I thought were white stripes, are nowhere near white. Not acceptable!!
Date of experience: May 22, 2019
Hi Andrew, Thank you for sharing your experience. I am so sorry that your order arrived defective! We will reach out to you shortly to discuss sending a replacement your way. Thank you, Valerie
Kimberly Jefferson
1 reviews US
Took 7 months to receive my coffee…
Took 7 months to receive my coffee table. Backordered twice. Very frustrating. First table was cracked all over.
Date of experience: March 01, 2019
Hi Kimberly, I am so very sorry about the delays associated with your order! I will be reaching out to you shortly to further discuss your experience and how we can make it up to you. Valerie Customer Success Manager
Steve
1 reviews US
Damaged Furniture
Received multiple tables that were damaged. Company does not pick up damaged table. That is left to the buyer to arrange. Too much of a hassle.
Date of experience: February 07, 2019
Hi Steve, I'm so sorry to hear about your experience. We greatly appreciate your business and strive to make your purchase a seamless experience. Our logistics and claims team is currently working on arranging for the pick up of your damaged table. I will be in touch shortly to further discuss your order. Valerie Customer Success Manager
Jordan
1 reviews CA
They charged my credit card the day I…
They charged my credit card the day I made the order and took over a week to process it. I had to contact them twice on their online chat to get any information about the status of the order. No explanation was given as to why my credit card was charged, yet no product was on the way. They then sent it ground shipping, which was another 8 days after already waiting for a week. They offered nothing, not even express shipping for the huge delay. Go with bloomingdales or buy direct. I would avoid this company for poor customer service and long delay times.
Date of experience: January 30, 2019
Hi Jordan, Thank you for your honest feedback. We are so sorry that you did not receive a follow-up on your order. We greatly appreciate your business and your decision to trust us with your purchase and it seems like we failed you. I will be in touch shortly to discuss how we can make this up to you. Valerie Customer Success Manager
Kim Slavicek
1 reviews US
A complete nightmare
To put this in perspective, in the past 3 months alone, I have made multiple purchases from Perigold, Houzz, Horchow, L.A. Design Concepts, Homescapes Furniture, and Matthew Izzo Home because I am presently furnishing a very large home. They claim to accept returns within 7 days of receipt, however, they then slap you with a 15% “restocking fee” on top of the fee for return shipping. In addition to many other items, I purchased 3 bar stools for $1375 each. The vendor is Global Imports, and I had already purchased one stool from Matthew Izzo Home. I saw that Kathy Kuo carried the exact same stool, so I decided to give them my business. Big mistake. Huge! The Mongolian fur on the stool was “natural” not white. So it did not match my other stool, and they did advertise it as white. So, I requested a return. They informed me that it will cost $450 for shipping to return the stools and a 15% or $618.75. Are you joking?? I politely asked them to reconsider and they refused a refund without the $618.75 restocking fee - in addition to the $450 I have to fork over to ship them back. It does not take $618.75 to restock 3 bar stools. Perhaps a 5% fee. But NONE of the other stores I have bought from before have ever actually charged me a restocking fee. Maybe if I returned items all the time I could see it. But I have not. I asked them to make an exception because I am a good customer. They did not. My second issue with them was there awful delivery service who delivers 3 huge tables packed and on wooden pallets which were nailed closed and unmoveable. Their delivery person left them in a mess all over my front porch, and I had to hire movers (same Day) to come and uncrate them and move them into my house, and move the large wooden pallets out of my front doorstep. While we were uncrating, we realized that the large mirrored coffee table I had purchased was cracked. I immediately called customer service, (since I am sure they will want to pick it up) and asked them to come get it right away. I didn’t hear from anyone until I called 3 days later and this is STILL sitting in my driveway waiting for them to send someone to get it out of here. I have never in my life written a bad review for anyone. But this company, their customer service and their policies are awful. Many other stores carry the exact same merchandise. My recommendation is to buy it from another retailer who actually values good customers and knows how to treat them. I will certainly never shop with them again.
Date of experience: January 26, 2019
Hi Kim, Thank you for your honest feedback. Our aim to create a seamless return process for our clients. We value your loyalty and business and are deeply apologetic about your experience. I will be in touch with you shortly to discuss your return. Valerie
Anna Lemessurier
1 reviews CA
Never again
There was no signature required so my package was stolen from my doorstep. I never received it... the customer service agent didn't care at all. Unacceptable for an expensive item.
Date of experience: January 11, 2019
Hi Anna, Thank you for taking the time to leave honest feedback about your delivery experience. I am so sorry to hear that your package was stolen from your doorstep! We take pride in providing white-glove customer service and I sincerely apologize that you felt your request for help was ignored. I will be in touch shortly to discuss your order and how we can improve upon your experience. Valerie Customer Success Manager
Jessica
1 reviews US
Terrible purchase experience with Kathy…
Terrible purchase experience with Kathy Kuo. Purchased wallpaper from Kathy Kuo, which was blurry/pixilated when it arrived (not advertised this way on any of the photos/description on the site). I spent about three weeks trying to communicate with Kathy Kuo (via the phone, email, online chat option) to try to come to a resolution. Response time was slow and I didn’t even get a response to some of my emails. Eventually Kathy Kuo refused to refund me for the wallpaper as they said that the wallpaper was meant to appear blurry/pixilated. I’m now disputing the charge with my credit card company.
Date of experience: December 29, 2018
Hi Jessica, I am so sorry to hear about your experience. I will be contacting you shortly to further discuss your order and how we can make up for your experience. Valerie Customer Success Manager
Catherine Evans
1 reviews US
Unsatisfied
I purchased a small table. I’m completely disappointed in the quality of the table. It is very flimsy, and looks used. The table was around $220.00. I probably could have found something similar, less expensive, and more stable at Target. Very unstatisfied with my product!
Date of experience: December 19, 2018
Hi Catherine, Thank you for your honest review. We aim for complete client satisfaction and are so sorry to hear that you do not love your purchase. We will be in touch on Monday to discuss how we can assist you with this return. Valerie Customer Success Manager
Linda Corcoran
1 reviews US
I'm redecorating my living room and…
I'm redecorating my living room and came across Kathy Kuo Home. I was excited as the site seemed to offer just what I was looking for. I ordered a fire screen and rug to start. The fire screen arrived on time, but although it stated the rug would be sent within 7 days, it wasn't. When I called after the 7 days to inquire, I spoke with a very polite customer rep. She followed up the following day and told me the rug was on back order for 4 months. I was offered a 20% discount if I was willing to wait the 4 months. Considering the 20% discount that was currently being offered site wide with the codeword holiday this was insulting and was certainly not a genuine effort on their part to rectify their error. Since the rug will be my springboard from which I'll be decorating the room, I ordered from a different company.
Date of experience: November 14, 2018
Hi Linda, Thank you for your feedback. I sincerely apologize for the delay associated with your rug. We actively update our inventory and make it a point to communicate any changes to our clients. I am so sorry about your shopping experience and will be in touch shortly to discuss how we can help make up for your experience.
CL
1 reviews US
Poor Experience. Will Not Shop Here Again
I purchased several items. It was after purchase that I was told one item was backordered over six months. For the items that shipped, there was no communication about how they were shipping. I received emails saying my items were delivered when they weren't. I received emails asking for my feedback on the items when I still haven't received them. The items were supposed to be delivered one day, I waited at home all day for them, and then they never showed up. Kathy Kuo Home canceled the delivery and never told me. I still don't have the items and I don't know when I will receive them. I will not shop here again.
Date of experience: October 24, 2018
Hi Christine, We appreciate your feedback and are so deeply sorry to hear about the delays associated with your order! After reviewing your order activity, I can sympathize with your frustration. We strive to provide the best shopping and delivery experience to our clients and unfortunately, we let you down. We sincerely apologize for this situation. I have prioritized your order and will be reaching out to you today to discuss a delivery update, as well as compensation for your experience. Valerie Customer Success Manager
Cindy
1 reviews US
I ordered the Antonin Rodet french…
I ordered the Antonin Rodet french linen pillow for my chair and when I opened the box the pillow was flat as a pancake so I thought maybe it was vacuumed sealed and would fluff up when I removed the plastic but no it is about 1 inch thick would make a nice chair pad. This is my second bad experience with Kathy Kuo I don't know how she can sell people such low quality at skyrocketing prices. The online furniture looks so beautiful but in person is about as cheaply made as it can be. I would like to say I am not a negative person but what I said in the review is 100% accurate.
Date of experience: October 11, 2018
Hi Cindy, Thank you for your sharing your experience with us. We take pride in the quality of the items our site and go to great lengths to ensure customer satisfaction. However, in this particular instance, you are correct. The pillow you received is unacceptable and not as pictured on our site. We are so sorry about this! We will be reaching out to you shortly to discuss your order and how we can rectify this situation.
Maria ChavesDe La Cruz
1 reviews US
Expensive
Expensive. Not at all what the picture showed. please do not contact me anymore
Date of experience: September 11, 2018
Hi Maria, Thank you for taking the time to leave feedback about your order. We are a curated site that features high-quality goods and as such our elevated price point is aligned with the superior craftwork produced by our manufacturers. It saddens us to hear that the item you received differed from what was featured on our site. We would be happy to look into this for you. Please kindly email us at [email protected] with photos of your item.
Cait
1 reviews US
Beyond disappointing experience from start to finish...
Beyond disappointing experience from start to finish. I placed an order for my daughter's nursery 10 weeks in advance of her arrival. The lead time for the order I purchased was 1-2 weeks per the Kathy Kuo Home site. When the item had not shipped in 2.5 weeks, I called to inquire. I was told they'd look into it and get back to me but just because an item lead time is listed on their site, that does not mean it is 1. in stock or 2. accurate. They also stated they'd had previous problems with the particular vendor supplying my order. A week later, I had to call back as I received no follow up. The salesperson said this vendor was in Australia which is why they'd had difficulty getting a response on my order but she'd stay late that evening to get ahold of them to get me a response and call back. A week went by, and I had to call back yet again. I was given the same response re: Australia but added they 'believed' the item was now backordered until October 31st (after I had placed the order on July 8 with 1-2 weeks leadtime). Again, they reiterated that their website is not to be relied on. I asked to speak with a manager to resolve the situation as I was tired of waiting 1 week between updates (all of which I had to initiate) and false promises for information. The salesperson indicated Kathy Kuo Home 'doesn't work like that' and 'has no managers'. 6 weeks after placing my order, I was told Kathy Kuo Home heard back from the vendor and they weren't sure if the item would ever be restocked. 6 weeks later, I cancelled my order and am now left scrambling for a piece to finish our nursery on a few weeks notice. The Company offered a 20% discount on a future purchase to remedy the situation but my level of trust in their customer service and website information is too low for that to ever get used. Update: It has been 2.5 weeks since I received the below reply from Kathy Kuo Home indicating they'd be in touch on the above situation and I have not heard from them, further perpetuating my disappointing experience.
Date of experience: August 14, 2018
Hi Cait, Thank you for taking the time to leave an honest and detailed review. We understand your frustration and are so sorry that we have been unable to pinpoint an exact restock date with our manufacturer. We have shared your feedback with them in an effort to avoid the same delays in the future. We will be in touch shortly to discuss the details of your order and how we can best correct your experience.
Frustrated San Diego customer
1 reviews US
The worst
Horrible service. Disorganized staff. Ordered product in March it is July and still don’t have it. Allegedly been in transit for 4 weeks. Never order from them!
Date of experience: July 09, 2018
Hi there, Thank you so much for your honest feedback. I looked over your order again and while the extended lead time was communicated, we sincerely apologize for the lapse in delivery time. I have shared your experience with our logistics team so that we avoid further hiccups like this one again. I will be contacting you shortly to discuss an update on your order as well as how we can best make it up to you. Warmest regards, Valerie P.
Dee kane
1 reviews US
I ordered a bed back in March it was…
I ordered a bed back in March it was shipped 5/22 and my credit card was charged the $2700. It is now 7/6/18 and we are not expected to receive it until the week of 7/16/18. I still don't have the item to review so not sure the quality of the items you carry but the service is something to be desired.
Date of experience: July 06, 2018
Hi Dee, Thank you for taking the time to share your experience. I am so sorry to hear that your order has been delayed by the carrier. We have provided this feedback with our logistics team and we will be sure to take your experience into consideration when deciding to collaborate with this carrier. I will be in touch shortly to discuss how can rectify this situation with you. Once again, we are deeply sorry for this inconvenience. Valerie Customer Success Manager
customer
1 reviews US
it has been almost a month since we…
it has been almost a month since we made the purchase ... we still have not received it.
Date of experience: July 04, 2018
Hi Kathleen, Thank you for your feedback. I am so sorry that we failed to communicate the proper lead time and delivery estimate to you. I can only imagine how eager you and your family must be to receive this item! Unlike smaller items that are shipped parcel, larger items such as your order, are delivered via a professional freight carrier that works to ensure items are treated with care and arrive in the best condition. I will be in touch with you soon to provide you with a more precise delivery window. We appreciate your patience and hope you love your new piece of furniture! Valerie P. Customer Succes Manager
customer
1 reviews US
Cheap! Do Not Buy!
If it wasn't for being such a hassle to undo and put back in the boxes, I would have returned these. Very cheap. The paint chipped off all over. The bottom of the chandeliers fell off repeatedly because the connecting rods were too short to screw in. The 3 long rods to hold the top to the bottom were about 1 inch too long on all 3 of the lanterns and did not fit properly into the slots. Just a mess. I had to call in an electrician to mechanically bring his own parts in. Just a cheap product and not well made at all. In fact, I am sorry I kept them. They are junk. I will never buy again. I can send photos if needed. Since they didn't have a no star rating I would have rated it that, but since they did not I had to give it one star. Go somewhere else. Trust me!
Date of experience: June 20, 2018
Erin Gocke
1 reviews US
Awful customer service
When ordering a table and chairs, I had to pick out a new table due to the original table being discontinued. That was totally fine. However, I called to order since I had already paid for white glove shipping. Then one day FedEx shows up with my table asking me how one guy can get the 350 lbs table into my home. Clearly this wasn’t white glove. He then pointed out damage to the table. When asked for a new table I was told it was buyers remorse and they could refinish the table at my home. After complaining, I was told they would get me a new table. Then FedEx called me again and informed me that it was a lie and they just had the original table refinished in their warehouse. After being called out, they offered me $300 for the refinished table. Then, when it came for delivery the second time, once again they only sent one person. After waiting for 4 hours, they could not get the table in my home. I was told it would come the next day. After waiting again, I was told it would not come until the next week. I finally got my table but was never reimbursed for white glove which is inexcusable. I did not get what I paid for at all in that regards. Due to customer service, I will never shop here again.
Date of experience: June 12, 2018
Hi Erin, Thank you for your honest review. We are so sorry to hear that your experience with Kathy Kuo Home has been less than ideal. There was a misunderstanding between our vendor and FedEx and while we made all attempts to correct our vendor's mistake, we understand your frustration. After reaching a mutual agreement with you to keep the table for a discounted price, we recognize that the redelivery of the table was not executed to our standards. We were presented with another opportunity to rectify the situation and we let you down. For this, we are deeply sorry. We will be in touch soon to discuss additional concessions as an apology for your experience. We hope you'll let us make it up to you.
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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!