Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I bought a very expensive wooden table from Kathy Kuo Home less than 2 years ago. We woke up one morning last week to find that the table had splintered completely down the middle. There was no reason for this split. When we contacted the company, they sent their own technician to our home to take photos. Not a neutral party. They then emailed us to say that "I spoke with our Furniture Technician and the item can not be repaired on-site, It needs to be repaired at the shop which they do not offer. For One time courtesy I am offering you a $250 Store Credit you may use for future purchases." This is completely unacceptable as the table is severely damaged due to a defective product and no fault of our own. They had previously advised, in writing, that they would cover all costs and pay for the cost of the table to be repaired or replaced. We would like to be fully compensated for the cost of the table or have them repair it. I have attached supporting documents in the form of email communication where they tell us they will cover the cost of all repairs, as well as a copy of our receipt and photos of the damage.

  Business response

  02/25/2025

  We are so sorry about the experience you had with your claim and thank you for the patience and opportunity to make this right! Although our policy requires us to attempt a repair on the item before pursuing a replacement, the communication and resolution process was clearly not up to our standards and we regret the frustration it caused.  We are glad to see that the replacement top was successfully delivered and our team was able to get this resolved. Thank you again for allowing us to get this taken care of! 

  Customer response

  02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made 3 purchases from Kathy Kuo, nightstands, a dresser, and sectional couch spending nearly $10k with them. I received the nightstands first on April 23rd, 2024. Both night stands were in complete non functioning order upon delivery. 4/6 drawers would not even slide out properly. I provided all documentation to prove that the items were not in working order as requested the same day only a few short hours after receiving the shipment only to be told they must contact their vendor to see if my return can be processed. After the poor quality of craftsmanship I decided to cancel my other sectional I ordered with them and the other full size dresser only to be told they need to contact their vendor to see if my return order will be approved. Lastly, since I already had the nightstands ******, without my permission or authorization shared my home information, address, email, cell phone with ************** to pickup the dressers and then asked I email them the donation slip for my return to be processed. Bear in mind, she didnt ask if I would be home, my husband and I both work, and then refused to process our returns as we requested. I have contacted my creditor and will be in the process of disputing all purchases with Kathy Kuo as they have deceptive sales processes, poor quality, and awful customer service. We the customer were not only let down by the product but the fact that we wouldnt be allowed the return of our money until the dressers were placed in our drive way over 48hrs later for pickup needing a donation slip in hopes of getting our money back is a major red flag. Stay VERY far away from this organization.

  Business response

  05/24/2024

  We are very sorry for the negative experience with your recent purchases.  We deeply regret the distress caused by booking the pickup with our third-party partner without your explicit confirmation. Our intent was to facilitate a smooth return process, and we apologize for the experience this caused. When it was decided not to proceed with the replacement order, we agreed to provide a full refund and to process cancellations with full refunds for your remaining orders. We have since processed these refunds for all items and outstanding orders as of May 14th, 2024, and resolved for you keep both nightstands.  

   We are committed to resolving negative experiences and improving our service to prevent similar issues in the future and we greatly appreciate your feedback about your experience with us.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  DO NOT BUY ANYTHING FROM KATHY KUO. I originally ordered the ****** island from Kathy Kuo Home on 2/16/23 and paid $4,134.93, which included the White ***** delivery and assembly in my room of choice and hauling off of all packaging. Right now, after the second delivery debacle, there is a 320 lb box containing only an island base sitting outside my front door.The first attempt to deliver was actually just two marble island tops. I received a credit at that time for the White ***** delivery service of $199 and another small credit of $210 that I was offered to satisfy, and was assured by a manager that he would coordinate everything going forward. Instead, I have been continually hounded by different delivery services and he never followed through on his promise. Now I have a giant box in the front yard, no responses from the marble top delivery and assembly people who promised same-day follow-through, one big regret and ***** advice - DO NOT BUY ANYTHING FROM KATHY KUO HOME.Kathy Kuo needs to make this right. I have had to skip work meetings to be home for botched deliveries, have had to take calls, handle emails and texts - at this point I expect some sort of restitution. I also expect resolution before the weekend - I am not going to have furniture out in the lments to be destroyed, irritating my neighbors. This is no way to conduct a business.I was happy to warn a friend who was on their website last night who got an earful about what a nightmare this place is. Kathy Kuo Home, youre not doing yourself any favors.

  Customer response

  04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  Kathy Kuo Home has made things right.
  
   
  
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a piece of furniture from Kathy Kuo Home, contacted them within 48 hours in regards to the item arriving damaged and they are refusing to accept a return for a damaged item. I sent pictures, I have time stamps, and it being delivered on camera. As I write this now it still has only been days since its been delivered and beyond under time frame listed in the return policy.

  Business response

  03/20/2023

  Hi ******, We are sorry for the delay in approving this claim and see that with all photos received for the claim, this has since been processed.  We regret that this was not a smooth process and caused such a frustrating experience! 
  
  
  The refund for this item was issued on 3/07/2023 and the pickup of the item was scheduled for 3/09/2023 since the full refund was completed, but it seems that the pickup was not able to be completed.  If for any reason, you would still like to have this piece picked up and removed from your home, please respond to our latest communication about completing this pickup and we will get this taken care of!   
  
  
  We appreciate your feedback and your patience with this request. 
  
  
  Thank you,
  
  
  Kathy Kuo Home 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I decided to order a table (#********* for $2044) from Kathy Kuo Home both because they advertised it as ready to ship and the close-up of the wood, titled grey, showed it as grey, even though the far off photo of the whole table showed it more as **************. (I assumed the light was wrong in the photo showing it as brown and that was the reason for the close-up.)However, while I ordered it on Dec 1, 2022, it didnt ship until Dec 7 and then didnt arrive until late on Jan 4, 2023. And when it did, I right away saw it was NOT grey. So the next day I contacted them (after a two hour or so hold), that I wanted to return it. I was informed that: Once we receive your confirmation, we will get back to you with the return label as soon as we get the return authorization, typically within 2 to 3 business days. I responded immediately but didnt hear anything back. Had to repeatedly ask what was going on, but occasionally received a message saying they were still working on it. It is now Jan 18, almost two weeks later and still nothing. The huge table lying in a box on my dining room floor is preventing me from getting another table because I have no place to put one.Of course, I have not yet received a refund. I also was told there would be a 20% restocking fee. I informed them that I did not think that was at all fair given the misleading photos. I still feel that way.I need this table immediately removed and my entire payment refunded due to their misleading advertising. Thanks for any help you can give.

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered clock 12/4 Should have shipped by now has not. Emailed company with no response No item arrived or shipped still Filed complaint with PayPal I think its a scam company I want a refund

  Business response

  02/02/2023

  Hi *****,
  
   
  
  We are so sorry that we were not able to ship your order out in a timely manner and experienced delays in processing this with our vendor partner.  Although these delays do happen, our team should have been proactively reaching out to you with updates and we are sorry for any lapse in communication about the status of your order! We were able to process the cancellation and full refund of this item via Paypal on 12/21/22. We thank you again for your patience as we processed this request and worked to get this resolved. 
  
   
  
  Thanks,
  
  Kathy Kuo Home

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered coffee table on Oct 10 , 2022. Advised of 7 - 14 business days before shipped due to expected warehouse shipping delays. Emailed and called after 21 days of non notification of shipping and told shipping prep in process. It is now almost 1 month from order date and when I call during stated business hours voice mail indicates they are closed. Credit card was charged $1,638.88 on October 11. I would like to now get refund as I dont trust this company for any further business.

  Business response

  11/17/2022

  Thanks so much for letting us know about your recent experience with us. We are so sorry for the delay, frustration, and lapse in communication.  

  
  As requested, we have cancelled the order and issued a full refund.  We are sorry that we were not able to get this delivered to you or a replacement order for these tables.  We hope that we will be able to help you love where you live in the future and restore your trust in Kathy Kuo Home! 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4 double rolls of wallpaper on June2, 2022 and within a few days 2 of the double rolls arrived. I called to see when the other 2 double rolls would arrive because I have 2 contractors waiting on them to complete my project. After over a week of back and forth over my order and the missing rolls, they finally agreed to send the remainder of my order. Its now July 1, 2022 and they still cant get a ship date from their vendor. They keep saying ***** hours I will have an answer or by the end of the week. This keeps dragging on. The wallpaper is in stock- they confirmed that, but nobody can tell me when those 2 rolls will be placed in a box and mailed to me. So, nearly $1,300 and a month later and I only have 1/2 of my order and no idea if the rest will ever arrive.

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On October 25, 2021 we placed an order at kathykuo.com for the *********************** Order number *********, total price $1,529.68. The item arrived via white glove service on January 17, 2022 with two legs bent and damage to the wood. The delivery service confirmed it was damaged and took the item back. I immediately called Kathy Kuo and spoke with **** who asked that I file a claim in order to receive a replacement. He also told me that I'd receive the replacement in two weeks. I emailed ********************************* the claim form on January 21. ****** emailed me on January 28 and asked if I would accept a repair in which I told him that we would not as we paid full price for a new piece, not a refurbished piece. On February 4, ****** advised that a replacement was approved and shipped. On February 11 ***** called me and let me know that they were planning on delivering the new console and would leave the package outside of our home. I told ****** we will not accept this as we paid for white glove service. ****** advised that we need to accept the delivery and they would send someone to assemble the item. I told him that we are not comfortable accepting the delivery as it is too heavy for us to physically bring inside and we do not want to risk it getting damaged by the weather until someone from Kathy Kuo can come to assemble it. Alternatively, they can refund our full payment. On February 25 ****** emailed me that a new console was scheduled to be delivered via white glove service. On March 31 we received the replacement, which was damaged -- the white glove service confirmed this and told us to call ****** and he would send a replacement. I immediately contacted **** and ****** with photos - yellow stain and damage to the wood and the paint chipped. On April 5 ****** responded saying they can send a furniture technician touch up the paint. I told him we would accept a partial refund + the technician. I followed up several times, no word from **** or ******.

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

   

  please delete my complaint and anything else related to this matter and Kathy Kuo.
  
  Sincerely,
  
  ********* *********
  
  
  
   
  

  
  

• Initial Complaint

  05/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I wanted to reach out regarding our experience with Kathy Kuo Home as first time customers. We placed our order for our in stock Curio cabinet on April 12. We paid for White ***** delivery and installation for our item and given a delivery date of April 21 which was then delayed to April 26. This wasnt too surprising due to Covid delays. However, our shipment was attempted to be delivered by a company that only did curbside delivery, not White ***** which we paid for. So they attempted to drop off our 300lb curio cabinet at the street. I was forced to reject the delivery and then call Kathy Kuo to figure out next steps which ended up taking about an hour and being reassured it would be handled and delivered the next week.However, we are still going in circles without any firm delivery information and no one knows where our furniture is. When Ive called SEKO directly they say one thing (called to schedule delivery sometime next week, but KKH employees said that they should have called last week to schedule delivery for early THIS week by May 5. We are now almost two weeks delayed from our initial April 21st arrival date and a week and a half since our cabinet was almost left on the curb and we still dont know where or when we can expect a delivery. Apparently the item has been transferred out of our city to *********** to find another delivery contractor, but we dont have any names or numbers for the company or updated tracking info in general. Our tracking number hasnt had an update since April 26 and Ive asked to speak directly with a manager twice without a call back.Im reaching out to you to see if you provide any additional assistance to rectify this order. Wed like to receive our item promptly and receive a discount on our order.

  Business response

  05/26/2022

  Thank you for sharing the feedback about your experience with our delivery partners and our team.  Although the delays and service issues many carriers are having are unprecedented, this is definitely not the experience we stand behind! Im so sorry it has been so frustrating.  I understand our manager, ******, is in close communication with you about the delivery of your replacement piece and is working to make sure you receive this as quickly as possible. We appreciate your patience through this delivery and the opportunity to make this right! 

  Customer response

  05/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  We greatly appreciate ******* assistance in this matter and he has been excellent to work with. We cannot accept or resolve this issue yet because we are still waiting for our replacement item to be delivered (the one that arrived had a defect) and has been experiencing an additional delay. I dont feel comfortable resolving anything until a new, I damaged curio cabinet is in hand. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Customer response

  06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  ****** and ***** help resolve this matter with prompt communication and were extremely helpful. We really appreciate their help.

  Sincerely,
  
  ***********************************
  
  
  
   
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩