Complaints

This profile includes complaints for Kathy Kuo Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kathy Kuo Home

  Bronx, NY 10463-2108

• 

  Kathy Kuo Home

  257 W 117th St Apt 1C New York, NY 10026-2186

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/14/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:12/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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!