Do not order from this company unless you are willing to wait two months (at least) for the item to arrive. I ordered a sofa around June 9 which was set to be delivered on June 28 to my new home. To clarify, I did not have a sofa at my new home. I was moving in on the 26th, so receiving it around the 28th would have been perfect. Weeks passed and I had not received any updates. So the week of the 28th I decided to call and find out what was going on. I explained that I was having guests over on the 4th of July and that delivery was critical. The rep stated that she would check with the vendor and get back with me. After not hearing back, I called again, I was told the same thing. I called a third time only to be told that I would not have the sofa until after the 4th because the carrier would not retrieve the sofa from the warehouse in Texas until after the holiday. I received apologies but was at a total loss as to why I was not made aware of this until AFTER the 28th. Prior to the 28th I received no emails or correspondence advising me that there would be a delay. They just let the time pass and had me waiting. Had I known that there would have been a delay, I could have made other arrangements.
I was assured that the carrier had picked the sofa up from Texas on July 8 and that it was en route to the warehouse in North Carolina for delivery. From there it would be two more weeks... So I would be looking at the end of July, over a month and a half from the initial order date and nearly a month later than expected.
Fast forward to July 15 when I call again, to get and update. This is when I lost all respect for Kathy Kuo as a company. I am advised on July 15th, that the information given to me a week prior was inaccurate and that the sofa had not been picked up until July 14 from Texas. WHY HAD NO ONE CALLED TO INFORM ME OF THIS ????!!!!! After all of the issues, calls and emails, they decided that the right thing to do was to just “sit” on this information??? I cannot fathom that someone had not been assigned to my case and was monitoring it, so there is no excuse that I found this out a week after being told that the sofa was FINALLY en route. The rep proceeded to tell me that she couldn’t guarantee that I would even receive it in July as a result of this information. So now we would be looking at over two months.
This company has poor judgment in its selection of vendors. Poor follow up. Lack of case management procedure. Inability to meet delivery times listed on their website. These all translate into poor customer service. Buyer beware!!!!!