Reviews

This profile includes reviews for Kaiyo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kaiyo

  50 W 23rd St Fl 14 New York, NY 10010-5231

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  Kaiyo

  750 Lexington Ave Fl 9 New York, NY 10022-9847

Review Details

• Review fromNadine C

  Date: 01/30/2024

  While the concept is good, I have been very disappointed in the outcome. My leather sofa which was originally listed for $8,000 was sold and I was told I would get 35% of the proceeds. But two weeks later it started showing up as "processing". When I called they told me that the sofa did not fit in the purchaser's space and was returned. It has been two months now and it is still showing up as "processing" even though I called them on December 3rd and Jan 3rd to ask about it.They sold my less expensive ottomon but my share was 18%. The share percentage drops very quickly and they don't even send you an email notifying the furniture has sold.My only positive experience was with the guys who picked up my furniture.

  Kaiyo

  Date: 01/31/2024

  We are so sorry to hear that your sofa was not able to be successfully delivered, and we understand it is frustrating to have to wait for it to be republished. We were having some backlogs in our CA facility, which is why it has taken longer than usual to get your sofa relisted. However, I see in the system that it is currently ready to publish so I asked the team to expedite getting it relisted.Again, please accept our apologies for the delay and inconvenience!

• Review fromKarl F

  Date: 11/12/2023

  We have used Kaiyo twice already within the past 7 months. The movers are very professional; they come with moving blankets and a large truck. They inspect the furniture first. It must be EXACTLY as you describe it, so send pictures and write descriptions that are accurate, or they may not take it. Our pieces have been accepted, picked up and are for sale on their website. We had some pretty large and heavy pieces removed from our condo and they did so without any damage to wood floors, walls, **********. I just submitted another piece of furniture for pickup. I think they do an EXCELLENT job and I would and have recommended them to friends.

• Review fromLydia P

  Date: 09/21/2023

  Kaiyo is not what they claim to be. They claim to be all about keeping good furniture in circulation, being green, etc. I had a dining room set in excellent condition that had no scuffs, no repairs ever done or needed, from a non-smoking, no pet house. It has one small half circle water stain on the edge and it was rejected. I also had a sectional sofa that is 18 months old, no stains no tears, coming from a no children and no smoking home. Neither of them are made from MDF or cheap materials. I've looked at the Kaiyo site and you seem to cater to people that have a lot of money that are looking for expensive furniture for cheap(er). This is quite contrary to your business mantra of making the planet a better place by "rehoming" furniture instead of being "wasteful" and buying new furniture. The reason you rejected my pieces is because they were not name brand or collectible. You don't cater to the every day working person that is trying to be more green. You cater to hipsters and the upper class that just don't want to pay full price for designer furniture. Don't market yourself as an affordable, green alternative to buying brand new furniture. Just say "We buy and sell used designer and antique furniture".

  Kaiyo

  Date: 09/25/2023

  Hello.We are so sorry we were not able to accept your furniture and completely understand your concerns and frustrations. We absolutely stand by our mission to keep furniture out of landfills but we also must balance that against ensuring we can monetize items and provide a satisfactory experience for our providers submitting furniture with us. We accept and reject items based on many factors, aside from condition - some of these include whether the brand is likely to sell based on historical data, whether the item is something that we feel will contribute well to our catalog mix, and whether items of that type are selling in the broader market at that time. We understand that this means occasionally we need to turn away quality items, but we feel it keeps our marketplace competitive for both buyers and sellers.Thank you for your feedback, and we hope you will try submitting with us again, as our guidelines for acceptance are dynamic and change often.

• Review fromManning F

  Date: 08/01/2023

  Sellers beware - terrible experience dealing with Kaiyo. Despite sending in numerous photos of my Article loveseat, including from all angles and under both cushions, and receiving the green light for pickup, the movers who arrived to pick up my furniture refused to take it. The head mover claimed that some dirt from regular wear and tear under one of the cushions was due to pests. However, he had zero proof to back up this fraudulent claim and the dirt was easily removed with a wet paper towel. In reality, I believe the movers could not be bothered to move the furniture down three flights of stairs in my walk-up building and found an excuse to get out of doing the work. Worst of all, when asked to speak to a supervisor or Kaiyo customer support, the head mover gave me an useless number that went directly to an automated line. Completely unprofessional behavior from both the movers and Kaiyo, who couldn't even be bothered to staff up a customer service phone number with a live agent.As a result of this poor experience with Kaiyo, I was forced to hire movers to dispose of the couch on my own dime. A perfectly good couch was wasted because of Kaiyo's unprofessional behavior. Would not recommend working with this company to anyone.

  Kaiyo

  Date: 08/02/2023

  Hello ***************We are sorry we were not able to accept your piece. I looked into this and unfortunately, since there was photographic evidence of pests, we simply were not able to. We have very strict guidelines around this sort of thing to avoid infestations in our warehouses.As for the phone line, we have fully staffed customer support 7 days a week. We do have an IVR and occasionally phone lines will be busy and there will be a wait. We are so sorry if this is what you encountered here, and are constantly working to ensure we are best stagged and there for our customers when they need us.Again, please accept our apologies that your experience did not work out as expected, and that it was an inconvenience to have to remove your sofa yourself. We pride ourselves on being extremely helpful in these circumstances and it is disappointing we were not able to come through for you this time.Thank you for your feedback, and take care.******************* VP Customer Experience

• Review fromMaria L

  Date: 07/30/2023

  Be aware! I signed up with them over a year ago with their old policy that if the items dont sell in a year, I get to pick them up at their warehouse house in Orange County. They changed the policy and never notified me at all, I have brought to them multiple people as well. Now I will loose 70plus items, and I cant get them back. But someone else was able to get their *************************** back, they said they had to fly it in from ********. They didnt even bother to send me an email to let me know their policy and everything would change, but they do send you messages letting you know your item will be donated. Very upset with the company, I dont ever want to sell or send them my items to them, the people that I sent off to kaiyo, will no longer be buying from them or selling their item to them.To top it off in the begging they said items sell at a good speed, but items take for ever to sell or they just dont sell, but if they didnt you would get it back. And now you loose everything you have with them. Worst experience ever!

  Kaiyo

  Date: 08/01/2023

  Hello *****. We are so sorry to hear that you have been frustrated with our changes in policy. I looked into your case and see you have been communicating with a supervisor about the two of your 70 items that we are removing from the site. I see he offered to escalate to make an exception to return these items to you, and he has not received a response. I assure you our Provision Agreement has not changed, and it has always stated that ownership transfers to Kaiyo at pickup and we have no obligation to return items. However, when we were smaller, we were able to do that as a courtesy. At our current size with warehouses in multiple states, we do not have that ability anymore, but we try to accommodate as many requests for exceptions as possible. If you are willing to work with us, please respond to the most recent email from my team member sent on July 30th.Thank you, and again, we apologize that your Kaiyo experience has not gone as expected.All the best,******************* VP Customer Experience

• Review fromMel Z

  Date: 04/16/2023

  If I could rate this service zero stars I would. We had an $1800 couch. They came and picked it up (the pick up folks were great). We got our instant offer later in the day and we were offered $150. We were floored. If we thought they would make an offer that low, we would have just donated the couch to an actually good cause or sold it on ********** for $400. Instead, all we did was support a scammy company in making a profit. What a waste. I do not recommend selling anything using Kaiyo.

  Kaiyo

  Date: 04/17/2023

  Hello *******We are so sorry to hear you were unhappy with your Kaiyo experience. Kaiyo offers two way to make money - our Instant Offer and listing on our marketplace. "Instant offer" will be a more modest amount geared towards sellers looking to get some quick cash in hand. The Instant Offer is set using our proprietary algorithm and will vary depending on the condition, type of item, how well-known and in demand it is, etc. Unknown or uncommon brands will typically receive lower Instant Offers while very well-known popular items could receive higher offers. It varies greatly from item to item. If you are looking to maximize the potential profit you can receive, we recommend waiting for the item to sell and receiving a revenue share, similar to consignment. We also understand some will prefer to handle all of the logistics end to end themselves to maximize their profit, and maybe Kaiyo isn't quite the right fit. Those best suited for Kaiyo are those looking to give their items another home quickly and easily, feel good about keeping furniture out of landfills, and make a modest profit as well - which they would not be able to do selling or donating.Thank you for your feedback, and take care.******************* VP Customer Experience

• Review fromTeagan J.

  Date: 02/10/2023

  Horrible company to do business with as a seller. What pushed me over the edge with this company was being slapped with what can only be defined as JUNK FEES that they charged for "******************" of my furniture. When you submit items to Kaiyo to sell there are two steps for your furniture to be "accepted" in the first step Kaiyo reviews photos and descriptions of your items if they approve them they will then schedule an appt where movers come to your house for pickup and will inspect your furniture in person. The movers can reject and decline to take your items during this second step. At the first submission step online Kaiyo prompts you to select whether you would like to add on "******************" for a $69 fee to ensure pick up of your items even if they are rejected at the in-person inspection (remember you don't even know if they'll be approved in the first step yet) the prompt tells you that they will not allow you to add this guarantee later in the process (like during the appt when you find out whether they will accept your furniture or not, which makes ZERO sense since they are already coming to your home equipped with the space, truck, and movers to pick up the furniture). I felt I needed to choose ****************** for the items I knew I would need help moving so I wouldn't be stuck with figuring that out myself. Ultimately what ended up happening is Kaiyo accepted my furniture at the in person appt that I had opted for "******************" on and are selling it on their site at 90% retail value but decided to STILL charge me the ****************** fees. This is an exploitative and unethical fee that added no value to services rendered. When you couple this with the fact that the rates they provide sellers are absolutely minuscule (they basically got my furniture for free) its appalling that they also add a junk fee to the mix.

  Kaiyo

  Date: 02/14/2023

  Hello ******. Thank you for sharing your feedback. I know you have been working with one of our team members on this, and I wanted to share my apologies as well for the frustrating experience. I see that ****** has since reached out to attempt to make this right with you, and I hope that resolves the situation. Please feel free to reach back out if there is anything else we can do. We also shared feedback with our merchandising team to make sure they are explicit on the submission form that each item should be listed individually so that there are no surprises in the future. Should you decide to use us again, the $69 fees are non-refundable and completely optional. They are meant for customers who need their items out of their homes no matter what. In the event that you don't select it, and we come and inspect| it, the item is left with you. It is a great alternative to customers rather than using a company for removal services which can cost upwards of a couple of hundred dollars. The best way to explain is to think of it more as a removal insurance. Again, we appreciate all your feedback and wish you all the best. Take care,******************* VP Customer Experience

• Review fromPatricia K

  Date: 02/01/2023

  I am a very dissatisfied customer ! I have been dealing with Kaiyo arranging pick up of my Mitchell gold furniture for over a month . I took a day off from work I was given a 11-3 window , they called they said they were delayed, I called at least 4 times and confirmed with employee ***** who said they were on the way . I get a call at 6 pm that they cancelled! I lost a day of wages , I now have painters and new furniture coming next week . They are unprofessional, disorganized and unreliable !

• Review fromDavid J

  Date: 01/18/2023

  Kaiyo offers a fraudulent guarantee that they will remove your item no matter what. I paid $69 for a sofa's ******************, but when the movers arrived, they found fabric beetles under a cushion and refused to take it. They then (falsely) said that there's fine print stating that they can't take items if they find fabric beetles. And then called to complain and they were told that "hygiene" is an exception to their guarantee.However, THERE IS NO SUCH EXCEPTION according to their website. To quote:"Guarantee This Item's Removal (Optional) Want to make sure your item is removed from your home, even if it is rejected during your in-person appointment? We will guarantee removal for a fee of $69.00. This fee will be charged once your items have been approved online, and will be non-refundable once your in-person appointment is confirmed." THAT'S IT. If you click on their guidelines, you get a list of reasons why they would reject an item for sale, NO reasons why they would reject guaranteed pick-up items, and NO MENTION OF FABRIC BEETLES OR "HYGIENE" WHATSOEVER.Honestly, not wanting to pick up a sofa infested with fabric beetles is 100% understandable -- but not if they have guaranteed pick-up and I've paid for it. They have offered to refund my money, meanwhile my entire day is going to be spent scrambling to find someone to take the sofa to the dump because they broke their promise to me. If this is how they conduct their business, you may want to take your business elsewhere.

• Review fromMeghan D

  Date: 12/23/2022

  I saw a review on here about the poor communication from Kaiyo on their process to sell furniture for their customers. When I got both of my furniture pieces picked up I was told that I would be given an instant offer and I could use that to cash out or just wait until someone purchases my furniture on the site for more money. I asked how long that would take the delivery driver said 2 weeks. Well it took 3 months to sell 1 piece while another is still being sold on the site. While that wasn't what I was hoping for, it is the poor communication on the revenue share that wasn't explained to me and how much I was losing when I could have sold the furniture myself. My instant offer was $100 and they are providing me less than $200 for one of my bed that was $900 and it will be the same for my dresser that was over $1000 when it continues to drop on the site. ALSO I noticed that my dresser has insane amount of scratches on it that was never there when I had it. It must have happened during delivery back to the warehouse. I honestly wish I knew I would be getting this much less. It's actually frustrating to not get clear answers when asked or just be upfront about the revenue share.

  Kaiyo

  Date: 01/03/2023

  Hello ***********We are so sorry you are unhappy with your selling experience on Kaiyo. Since we pick up, professionally clean, store, and deliver with ******************* for free, our revenue shares reflect that hundreds of dollars in savings Kaiyo provides. Those using Kaiyo are looking to give their items another home quickly and easily, feel good about keeping furniture out of landfills, and make a modest profit as well - which they would not be able to do selling or donating. We are upfront with our revenue share percentages as listed on our web site when submitting items with us, and we do indicate that items will typically be listed at 30-50% off retail initially, but that the price does fluctuate over time to entice buyers.Again, I am sorry you do not feel Kaiyo is the right fit for you. We do understand some customers would prefer to sell their items themselves to maximize their profit.All the best,******************* VP Customer Experience