Reviews 3.7
2,106 total
Ty Thaiyananthan
1 reviews US
I will never use this site ever again!
I ordered a $4500 desk on 3/25. After I placed the order I received a message that the desk is back ordered from the manufacturer until August. I started noticing on other sites that the same desk is in stock. I tried calling and like the other comments I can’t get ahold of anyone. Just a long wait on the phone to elevator music. BEWARE: I think you might be able to get the same items from elsewhere without the delays and poor customer service. You won’t be told that the item is back ordered until you pay. Other sites seem to disclose this fact upfront. I feel like I got taken for my money and now it’s limbo land on when I’ll ever see the furniture I bought.
Date of experience: April 21, 2021
Tim
1 reviews US
Vendor Shipping Error - No communication from Kuo team
Called to get info on an order where the vendor only shipped 1/2 of what I was ordered. Was told that they would check with the vendor and call me back. That was a week ago and I have followed up with email and called again but no one answered so I had to leave a message. Still no response. The order was wallpaper and due to to error in quantity shipped I missed my schedule with the installer and now have a blank wall still waiting on the rest of the paper.
Date of experience: April 07, 2021
Piper
1 reviews US
Shipping Date Keeps Changing Monthly
I placed my order #UB3510532 February 15th. Stated Shipping date was March 30th, then April 1st, and now April 2nd. I did an online chat with Becky on April 1st who stated she would reach out to the vendor and get an update. I have not received an update of cancelation as I requested and now only received a new shipping date of April 2nd. Why does my shipping date keep getting pushed back??? . Please cancel my order IMMEDIATELY. MY next stop is social media.
Date of experience: April 01, 2021
Hi Piper! I'm so sorry for the delay in your order, packaging for these acrylic pieces can take longer than anticipated, but it has been cancelled as of today, April 1st, and you have been fully refunded. Please don't hesitate to reach out with any further questions, we're always here to help! Warmly, Flora Concierge Sales Manager
Susana Ramirez
1 reviews US
I wish I could give 0 stars!!
I wish I could give 0 stars!!! This business has 0 customer service. We ordered a dresser with a changing station, this order was placed in December. First, the order was supposed to be deliver in January, we did not get it until February. But, of course the order was not correct, the changing station was not in the box, they said it was not their fault????? But, they will make sure we get the item ASAP. However, one month later we still waiting!!! No refund, nobody answers the phone, this place just steals your money!!!!!!!
Date of experience: March 02, 2021
Hi Susana, Thank you so much for taking the time to discuss this with me, I do apologize that the dresser was so delayed - thank you for allowing me to make this right and get your nursery all set in this joyous time, I look forward to getting this sorted in the next few days! Warmly, Flora Concierge Sales Manager
Leslie Meserole
1 reviews US
My lampshade and finial arrived…
My lampshade and finial arrived extremely damaged. I called yesterday and sent photos. No response. Left in hold for almost 8 minutes when I called again this morning. Lamo price over $1000. Hoping for better quality and service.
Date of experience: March 02, 2021
Hi Leslie, I am so sorry for the damaged lamp and, mostly, for the disappointing service. I very much enjoyed our talk earlier and look forward to chatting further to get this all sorted out ASAP. Speak further soon! Warmly, Flora Concierge Sales Manager
San Francisco Designer
1 reviews US
Lead times are long
Lead times are long. You don’t know how long something takes until you purchase it. I don’t trust purchasing from here anymore because the four fixtures we bought all took a very long time. Be more upfront about dates.
Date of experience: February 19, 2021
Jessica Thatcher
1 reviews US
Pure disappointment
I am so disappointed in our table, it came with two hairline fractures around the perimeter. The perimeter has a few dings exposing the underlining concrete color. It is almost like the concrete did not thoroughly cure the table is very very fragile, we have not even ate on it and there are many minor scratches from peoples watches ect. DO NOT WASTE YOUR MONEY ON THIS PRODUCT. I will be contacting their customer service, that I am sure will be a headache too.
Date of experience: February 09, 2021
Hi Jessica, I am so, so sorry - while rare, damages do occur, and I thank you for so promptly bringing it to our attention. As discussed, I have begun the claim and we will get this remedied as soon as possible. Looking forward to helping further, talk soon! Warmly, Flora Concierge Service Manager
Michael Lyons
1 reviews US
WHAT a disappointment!!
WHAT a disappointment!!! TWICE now I ordered AMAZING products and the next day was told they were backordered till MAY!!! WHY would you sell something on your website knowing it was not immediately available, allow me and my clients to get excited about the products, and let me purchase them and THEN tell me they were not available to may. Embarrassing to me, and bad business. Thankfully Serena and Lily had products that were available now, and one that wasn't available till March, they were upfront and told me allowing me to make the decision to wait or not. I have taken you off my vendor list, sorry to say as I really love your product lines.
Date of experience: February 02, 2021
Hi Michael, I'm so sorry your two pieces were backordered and you had such a disappointing experience with us. With over 150 warehouses, we work hard to keep up with the inventory but clearly we missed the mark here! There is obviously work to be done. We are always happy to search our catalog of additional products to help find a replacement of something you love just as much, if not more, but ultimately we are just glad you found that with your Serena and Lily pieces! We hope to see you back as we improve our system! Warmly, Flora Concierge Sales Manager
Alison Hoey
1 reviews US
The quality of this rug is terrible
The quality of this rug is terrible. It appears as if a thin layer of cheap faux fur was glued to a thin felt like backing. It is warped, doesn’t lay flat and is of very poor quality. I am very disappointed as Kathy Kuo usually has such great quality merchandise. I am returning this item and hoping to avoid having to pay return shipping and restocking as this rug is unusable.
Date of experience: December 13, 2020
Hi Alison, This sounds terrible! I will be reaching out to make sure the right piece was shipped and that this is taken care of right away - you will never be charged for a misrepresentation, we stand behind our products 100% and this sounds like a big miss. We'll make this right. Warmly, Flora Concierge Sales Manager
Sara
1 reviews US
Bad customer service
I've been trying to get a hold of claims but no response! Terrible customer service. Need to return items
Date of experience: December 13, 2020
Hi Sara, I am so truly sorry you've had some troubles reaching us, I'll be phoning in today to make sure this is sorted ASAP, we will make this right. Warmly, Flora Concierge Sales Manager
Morvarid Mohebbi
1 reviews US
Merchandise delayed for a significant…
Merchandise delayed for a significant amount of time resulting in loss of client for us. Then we were charged restocking and shipping fees to return the items once they finally arrived. Very unsatisfying end.
Date of experience: December 05, 2020
Hi Morvarid, I am truly sorry, after looking into this further I see some major delays - we absolutely will remedy this for you and your client, our Trade Manager will be in touch first thing Monday morning. In the meantime, I hope you are well on your way to enjoying a lovely weekend, please know that we will make this right. Warmly, Flora Concierge Sales Manager
Jillian Bonacolta
1 reviews US
Terrible QC!
I received a cocktail table without the hardware to assemble the product. After two weeks of trying to communicate this to customer service I still have no resolution and a table that is unassembled. Completely unacceptable, specially at this price point!
Date of experience: December 04, 2020
Hi Jillian, Thank you so much for speaking with me earlier and your patience while I get this sorted - this is *not* how we do business and I so appreciate you allowing me to make this right. I look forward to getting this all fixed on Monday and your being able to enjoy the gorgeous new table next week! Warmly, Flora Concierge Sales Manager
New Cabin Owner
1 reviews US
Poor customer service!
Broken chair received that I needed to repair since I was on a time crunch to transfer it to another location. Poor customer service as a result and the distinct impression from the representative as though I was lying about the damage. I kept the chair, I liked it that much; so much for my trying "to get something" from them as a result of the damage. No further purchases from this company moving forward.
Date of experience: October 31, 2020
I'm so sorry to hear this, this is not how we do business - I will be reaching out to remedy this and do whatever it takes to make this right. Looking forward to speaking soon. Warmly, Flora Concierge Sales Manager
Savajo
1 reviews US
We like the bench but the customer…
We like the bench but the customer service is awful. IT took us almost two months to get a bench. Very poor communication. UPDATE: Kathy Kuo never contacted me per their response to this message. So I have moved it to one star. Smh...
Date of experience: October 28, 2020
This sounds terrible! While we have had some shipping delays of late, the lack of communication is not up to our standards - I will be in touch tomorrow to make this right. Looking forward to getting this remedied ASAP. Warmly, Flora Concierge Sales Manager
JG
1 reviews US
One of the worst shopping experiences…
One of the worst shopping experiences I've ever had. Shop at Kathy Kuo Home if you want to work for them without being paid. Required literally a dozen follow ups filled with misinformation and false promises. The item was delayed in its shipment, switched shipping carriers, and only was shipped because I caught the error after weeks of delays. I might still not have received the item if I didn't keep following up every week talking to the KKH representatives and working with the shipping companies to get it to me. Then I was told I would receive a partial refund or a credit for the hassle which I still haven't received even after following up. Of course I will need to follow up again and again to get anything done with KKH. I'm only sharing half of the balls that were dropped... poor shopping experience is putting it lightly.
Date of experience: October 16, 2020
Gene Edwards
1 reviews US
the product was over 4 months till…
the product was over 4 months till delivery. at month 2 they said 7-10 days. then it arrived not fully assembled, and a major component missing.
Date of experience: October 14, 2020
Casey Truehart
1 reviews US
I paid 4000 for a cabinet and the…
I paid 4000 for a cabinet and the marble came broken and a square piece was missing. Very disappointed.
Date of experience: September 30, 2020
Hi Casey, Thank you so much for taking the time to speak to me today, I am truly sorry for the rough start to the order, and very much appreciate your giving us the opportunity to make it right. Thrilled we have a game plan in place, and look forward to getting this remedied as soon as possible. Speak again soon! Warmly, Flora Concierge Sales Manager
Dae
1 reviews US
Designing was great and easy but…
Designing was great and easy but ordering, purchasing and shipping was a nightmare. I had to keep on top of the order and what was being ordered because things that were incorrect were ordered and actually shipped and they tried to charge me for those fees when the PM admitted someone overlooked a cancellation. I never would have had to cancel items if the designer only ordered items I confirmed. My debit card was also consistently charged without authorization even after I specifically instructed them not to use this card. Very difficult company to work with.
Date of experience: September 29, 2020
Hi Danielle, Thank you so much for all the time and energy you've given us and our design team, I know Emily reached out to remedy the experience, but wanted to respond as well with my sincerest apologies for the mishaps. If there is anything further we can do, please don't hesitate to reach out. Warmly, Flora Concierge Sales Manager
Dacor Installation
1 reviews US
first of all dacor installation is not…
first of all dacor installation is not the client, and after 2 nightstand came in with touch up markings on them I'd say you deserve 0 stars
Date of experience: September 26, 2020
CSR
1 reviews US
Horrible return policy
Horrible return policy. Wildly off market
Date of experience: August 22, 2020
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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!