Reviews 3.7
2,106 total
MICHELE ETHEREDGE
1 reviews US
HORRIBLE DELIVERY SERVICE
I scheduled a delivery time - drove 3 hours to our vacation home - waited for 5 hours and no delivery - then drove 3 hours back. It was a Saturday and no one was available to talk until Monday. I called Monday and NO ONE was able to tell me what happened. When they called to schedule the 2nd delivery I explained what happened and requested a weekday delivery at the end of the day so I could call the delivery service to confirm they were on their way. They never agreed to this - just said they would note the request. I was able to get a weekday appointment with a time window of 1:30-5:30pm. Since I had to drive 3 hours I called the delivery group (Metropolitan - white glove) to confirm the order was in fact out for delivery before I left. They told me I would need to talk to the White Glove group. They tried to reach them and could not get them to answer. They said they would leave a message and someone from the White Glove group would call me within 15-20 minutes. NO CALL. I started driving even though I did not have confirmation. I tried to reach the delivery group again 2 hours later. Same experience. They said they would leave a message with White Glove and someone would call me back. NO CALL. The delivery did show up during my window which was great. Gentleman were very nice. I was very surprised to see a lamented note on top of their paperwork that advertised that they accepted VENMO and other apps for a TIP!!!!! I feel like after I spent 15 hours waiting for my delivery plus hours on the phone trying to reach someone - paying for "WHITE GLOVE" service and assembly - I should not have to add an additional tip. I will never purchase anything from a company that uses Metropolitan delivery again.
Date of experience: February 03, 2022
Hi Michele! Thank you for taking the time to speak with me about your experience! As stated, this is absolutely not the service we strive for and completely unacceptable service from our partners. We are hopeful that the supply chain issues and warehouse staffing starts to get better in the next coming months. We will continue to work with all of our carriers and vendors to provide the upmost service. We appreciate your patience during these difficult times. Nancy Wendell Kathy Kuo Home
Anonymous
1 reviews US
Stay Away
I finally received the item but the delivery process and customer service was absolutely horrendous. I will never ever purchase anything else from this company again.
Date of experience: February 03, 2022
Hi Naomi! I am terribly sorry to see your delivery and service was not as expected. I see the delivery date was changed various times by our carrier. That is an extremely frustrating process and I am so sorry for that less than stellar experience! Many of our carriers are having multiple delays with a lack of drivers and manpower at their warehouses. Although we cannot control these delays, we strive to offer excellent service through our team and I am so sorry to hear that we offered you such poor service! I would love to chat with you about this and address the issue so we can bring this feedback to our team and our carrier! Please feel free to respond to my email or voicemail with your availability- I hope we can connect soon! Nancy Wendell Kathy Kuo Home
Valerie Byrnes
1 reviews US
Slow and frustrating customer service
Waiting 2 months for a refund. Received a damaged chair cushion recently. Customer service wait times are unreasonable.
Date of experience: February 02, 2022
Hi Valerie, Thank you so much for your feedback! I am sorry I have not been able to reach you to learn more about your experience! I would love to discuss this with you to ensure we correct these gaps going forward! I do see that the issues with your orders have been resolved, but the lapse in communication along the way is inexcusable. This is a poor reflection of the service we expect to give our customers and we definitely have work to do! Rest assured your feedback does not go unnoticed. If you have any additional information you would like to share about this experience, please feel free to respond to my email or give me call! I hope we can connect and chat more about this soon! Nancy Wendell Kathy Kuo Home
Courtney Gohn Beykirch
1 reviews US
BUY ELSEWHERE!
BUY ELSEWHERE!! All the negative reviews on this site are accurate. If you're dealing with an issue with Kathy Kuo Home, don't bother calling, the customer service phone number doesn't work. I've pointed this out via email chat and email, but I doubt the company cares. I'm writing this review hoping someone responds to my inquiries about the damaged table. Whether the issues with my transaction are a Kathy Kuo Home policy/practice or with the vendor, Gabby Home Products, BUYER BEWARE. Full story: The table was intended for a new home which has been under construction. Shortly after it arrived, I realized the table would not work in the evolving space and requested a return. 6 weeks later after multiple attempts to communicate with Kathy Kuo customer service and being told they would accept the return, I was then told the vendor would not accept a return due to the time that passed. Understandable, sort of. However, when I finally opened the box with the intent of repurposing the table elsewhere, I noticed 3 out of 4 corners on the base were very badly damaged. I notified customer service through email, sent pictures of the damaged base and the undamaged box and still no response. My prior issues with the attempt to return and lack of response on the damaged table have left me leery of Kathy Kuo's customer service standards. Shipping/damage/return issues are not uncommon with furnishings for larger projects, and most companies handle the process easily and with customer friendly responses. Almost all items on Kathy Kuo's site are available through competitors that offer better customer service, so I suggest you do your research and BUY ELSEWHERE.
Date of experience: December 14, 2021
Martha C
1 reviews US
I recently purchased a $300+ lamp from…
I recently purchased a $300+ lamp from Kathy Kuo. It arrived in excellent condition. The color did not work, so I decided to return it. When I contacted a customer support person on chat, I was informed that this item had to be returned within 7 days of delivery!!! It is not final sale. I have NEVER seen any store require a return within 7 days, unless it was final sale. This reminds me of the fine print where you are charged an introductory rate, not realizing that three days later, you will be charged some exorbitant amount. BOO to Kathy Kuo!!! I can't believe that other customers are not caught off guard like I was.
Date of experience: December 01, 2021
Scammed Buyer
1 reviews US
Beware
Beware! I think this is a scam company. I purchased an $800 coffee table from Kathy Kuo a few months ago. The emails they sent said it would take 2 weeks to deliver. It took over 2 months. Then when it arrived and went to put it together, it was obvious we got a used coffee table or floor sample.The bottom of the feet we total scratched from being moved around and there were deep marks on the metal base from someone else putting the screws in to hold it to the table top. There were also chips and scratch’s on the table top from someone else using it before we got it. I called right away and spoke to someone who said to send pics via email which I did immediate. No one has responded to my emails and now I call and can’t get a live person. I saw on other review site this was a common occurrence. Ive written reviews on other companies and if they aren’t favorable to the business Trust Pilot takes them down even if you have proof.
Date of experience: October 12, 2021
Hi Erika! I am very sorry to hear your table was received with such damages. We ship directly from our vendors and I am shocked to hear they would ship something used. Please provide me with your order number so I can further assist you. We will absolutely get you the best resolution for this! Looking forward to speaking with you. Thank you, Nancy Wendell Kathy Kuo Home
Matt VB
1 reviews US
8 months later, still waiting
Still waiting. We ordered counter stools in February. We received the wrong item in May. They did correct the order after a few phone calls and e-mails. Here we are, almost October and we have no counter stools and we just got our third email delaying the order again. Of course they charged our credit card back in February. I completely understand that Covid has delayed items, but this is getting ridiculous. We originally ordered from This retailer because they promised quicker delivery times than others. Now I really have no choice but to wait. Really hoping it’s worth the wait.
Date of experience: September 29, 2021
Hi Matt! I am so sorry for the long extended delays on your order. We are working with our vendors to get the most accurate information daily. Sadly so many containers are getting pushed back due to the port congestions that is unfortunately out of our control. Our vendor is well aware of the long wait you've had and will help us expedite your order the minute it arrives! We will keep you posted! Warmest Regards, Kathy Kuo Home Team
Olivia Arnold
1 reviews US
Run!
Run. We ordered a bed frame and dresser from Kathy Kuo because of the shipping dates they promised vs other retailers. As many other reviews state, those dates were immediately pushed back 12 weeks, and then when 16 weeks rolled around, there was still no furniture and no shipping update. While inconvenient, covid has impacted delivery and the furniture industry greatly and we experienced lesser versions of this with other retailers as well so we were understanding and patient. However, where they completely lost us as customers, was with their delivery provider, customer service, item quality, and claims department which are all areas well within their control. We received our bed first which was stained (linen upholstery with black stains and watermarks) and with no assembly parts. The $300 "white glove delivery" we purchased was useless. Customer service couldn't provide us a resolution for over a month. We finally received the missing parts (not even expedited shipping) and had to assemble it ourselves. We were reimbursed $150 total. Less than what it cost to get a professional cleaner to come and try to fix the damage! We still had another piece on the way and based on the hassle and let down the customer service and claims department was we just wanted to take the loss and move on with our lives. Ah, but then the dresser came. The delivery service arrived on the wrong date and without a courtesy call both times. Before even getting the dresser in the house they pointed out a bent leg, multiple scratches, and chipping. Just like the first time, we sent pictures and started a claim on the day of delivery. The claims representative asked if we would be ok with a $20 refund to keep the item. $20. The dresser was $2,000! The last correspondence was 2 weeks ago and we still do not have a resolution. It's been 6 months and not once have we been satisfied or even felt respected as a customer. This company sources furniture from other stores/manufacturers. Do yourself a favor and quickly search for the item and purchase from another retailer. I can't imagine anywhere could do worse than Kathy Kuo.
Date of experience: September 27, 2021
Hi Olivia! It was a pleasure speaking with you and your husband! The lack of communication we had with you is completely unacceptable. We will get this replaced and resolved for you as quickly as possible. We want the best experience for our clients and this by far is not what we want the outcome to be. Looking forward to resolving this for you! Warmest Regards, Nancy Wendell Kathy Kuo Home Team
Linda Malek
1 reviews US
DON’T LOOK HERE FOR CUSTOMER SERVICE OR A RESOLUTION
I joined the Kathy Kuo trade program as I was remodeling my home. I purchased 3 John Richards lights in February 2021 which were in excess of $5,000 with the trade discount. They looked like a sphere and had little pieces of quartz attached to brass arms that made the light look so whet like a dandelion. There was an ETA given on how long it would take to get to me. The company was WAY OFF on the estimation of time. The email sent indicated it was supposedly shipped in June. i did not receive those lights until September. I received them damaged. Many of the quartz pieces fell out of the box and one of the arms that you screw into the base of the light did not have the metal thread attached so that you could screw it in. I contacted Kathy Kuo. No one there works fast to get a resolution for their customers. Eventually, Cyrene emailed me a response from the company, John Richards…the response was that they would send me the metal piece WITHOUT the quartz…that basically, I could remove all the quartz pieces from the damaged item and glue them into the non damaged one they were sending me (who knows when I would even receive the piece). WHAT COMPANY DOES THAT? AND, HOW WOULD KATHY KUO BE OK WITH THAT RIDICULOUS RESOLUTION. I was told a manager would call me. That never happened. I can tell you that for the money I spent, the items should have come un damaged, yet all 3 came damaged. Additonally, the customer service should be stellar. I will never purchase an item from John Richards again. As far as Kathy Kuo, I won’t go through their company for any further items as they simply have a non-chalant attitude and don’t care. As far as customers go, I can assure you that I was patient and kind in waiting for these items, and even in all of my email inquiries. So, there has been no reason for the lack of customer service or attention given other than they don’t care.
Date of experience: September 24, 2021
We're so sorry about your experience, Linda, but thank you for taking the time to share it with us. We appreciate getting the chance to speak with you directly and giving us the opportunity to make it right! We look forward to getting this resolved for you. Warmly, The Kathy Kuo Team
Z Hodzic
1 reviews US
Shipping is awful - stay away just for this reason
I have no idea what the furniture will turn out to be but the fact that you guys use Fragile Pak for shipping is absurd. They don’t care about customers and that is a reflection of your business.
Date of experience: September 01, 2021
Amber
1 reviews GB
Delays Delays Delays - 1 year later!
AWFUL company, still pretending that Covid is delaying their stock. They show it as available online, and then as soon as you place the order, its backordered for months. Then you wait until its due to be finally shipped and lo and behold, they send another email telling you it is delayed a further several months - waiting for 2 products for nearly a year! Clearly never even placed the order with the factory as the lumbar price was too high, and they have been waiting out a drop. Who knows whats going on, but I really don't think it takes the best part of a year to build a dresser that originally said it was in stock!
Date of experience: August 24, 2021
Morgan Molinari
1 reviews US
I ordered a mirror back in June ( it…
I ordered a mirror back in June ( it was in stock !) it’s now mid August and still never received! I have called multiple times and they say they are “checking “ I never get a call back ! I have a baby I stayed home with all day when they called and said they item was being delivered….. I got a call that morning saying they were 5 mins away then a call back saying they loaded the wrong item and would be back . They wouldn’t answer and never showed back up ! That was 3 weeks ago and now they can’t track my order ! I asked for refund. Horrible company! Makes me sad bc I liked what I ordered!!
Date of experience: August 12, 2021
Milen
1 reviews US
Stay away and take your business somewhere else.
I placed an order back in April for multiple items. It is now July 27th and I have had numerous issues. I am still waiting for one of the items that is now pushed back to August. It would have been nice to know that prior to buying a $300+ bowl, but hey, this is the type of quality you get with this "luxurious designer". They got the money right away though. Three of the other items ordered I received, thank God, but they would send an email telling you your table lamp is on the way, and you get your placemats instead. Their customer service is probably a husband and wife living in a basement apartment in NYC with their dog who also juggle raising a couple of kids. No joke, but it feels very amateurish. You can get better customer service at IHOP. The gentleman I spoke with on the phone was clueless and helped my situation as much as my cat. I got an email last night to get excited as my order of 3 sets of Georg Jensen napkin rings were on the way. They were actually shipped 10 days ago and FedEx already tried delivering them twice. Since my last delivery back in May, my gate code had changed and so they couldn't get in the community to deliver. I only found out last night because the email I received had tracking. I was happy to manage to change the delivery to a Walgreens and picked my package tonight. No reply to my email to their customer service yesterday has been received more than 24 hours after it was sent. I ordered 3 sets and got a confirmation email last night to be expecting them, but I only received 2 sets and that's what the packing list shows. If it wasn't frustrating it would be funny. This company is a joke! Bottom line - if you want to pay a pretty penny for items you'd be waiting for over 3 months, getting less than what you ordered, receiving wrong and unhelpful communication if any from a customer disservice staff, if you want to deal with a company that takes your money and treats you like dirt - Kathy Kuo is your company.
Date of experience: July 28, 2021
Camia D.
1 reviews US
Spend your money at West Elm or Crate & Barrel instead!
Not happy with the customer service with this company at all. I hoped for more upscale service and class after all of the money I just spent on a table and throw pillows. You have to pay a restocking fee for PILLOWS — 15% at that! Or you can have it waived for store credit. I have to pay $20 to ship these ugly pillows back, as well. After spending so much money on them in the first place, it’s just the most ridiculous thing. The customer service agent, Mo Sindian, has zero empathy. He has disregarded basically everything I have said but made sure to mention that I need to pay for the shipping costs to send my items back. It’s really a joke. Spend your money somewhere where you’re valued and they want more than your money. If you treat your customers better, they will spend more money with you!!
Date of experience: July 26, 2021
Thank you so much for the valuable feedback here and for allowing us to make this right! We look forward to getting your console to you and helping you #lovewhereyoulive
Aditi Panchal
1 reviews US
Horrible Horrible!
Horrible Horrible!! Do Not ever Buy from them, they send you substandard product and have horrible customer service. We purchased a $ 300 Wall clock and they kept promising us that it will ship and we didnt receive the item for a month. Once received item was a piece of crap, Bad quality, damaged and their customer services calls and yells for leaving them a bad review. Save your bucks and do not buy from them.
Date of experience: June 28, 2021
Ronit Zana Wunder
1 reviews US
If I could turn back the time I would…
If I could turn back the time I would NEVER order anything from that vendor . Made an order since November 2020 and still didn’t receive it . Over 7 months . But they keep charging me .
Date of experience: June 08, 2021
Hi Ronit, My sincerest apologies, I'd love to talk and see what I all I can do to make this right - could you give me a call on my direct line? You can reach me at 646.650.5172, I'm certain we can get the sorted right away. Hope to speak soon! Warmly, Flora Concierge Sales Manager
Erica
1 reviews US
Horrible Customer Service
Ordered a table in February and was told it would ship in May. After the status still showing now shipped, I called and was told maybe August now. Blamed manufacturer. Not their fault. No offer of discount for my not having a table now for another 4 months. Ridiculous service. Shop elsewhere!
Date of experience: June 02, 2021
Hi Erica, I am so truly sorry, this sounds like a terrible experience and not up to our usual standard of service at all - I'm having a hard time reaching out, would you be able to call my direct line to discuss how I can remedy this? You can reach me at 646.650.5172, looking forward to getting this sorted ASAP! Warmly, Flora Concierge Sales Manager
Cindy Young
1 reviews US
Beware. Poor customer service
I placed an order in January for a sideboard that was suppose to come in March. When it didn’t arrive I had to call them to find out it was delayed a month! To make matters worse they say it was damaged during transit so now I have to wait until September! They want to give me a credit? No thanks. I will not be using them ever again.
Date of experience: May 05, 2021
Guy Beau
1 reviews US
Total scam
Total scam. They are simply a conduit to the manufacturers. No inventory, so everything is back-ordered. Tried to convince me to take a credit on an item that would not ship for 2.5 months. Avoid at all costs!!
Date of experience: May 04, 2021
Annemarie Miles
1 reviews US
Horrible experience with Kathy Kuo…
Horrible experience with Kathy Kuo home. Price kept changing, order kept being cancelled, horrible customer service. It felt like a bait and switch ploy.
Date of experience: April 26, 2021
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