Carolina Furniture Outlet

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I need to know why is my recliner peeling and/or dis coloring in three different places less than a year from delivery I am not convinced that that is 100% authentic genuine leatherTake a look @ the picture I attached, the picture is of the front arm of the recliner you can clearly see the material peeling off the recliner, that's not leather.Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] I called Nicole Turner at am on 7-8-& left a message on her voice mail for her to call me back As of 2:pm I have not received a call back As far as her answer to my complaint it does no satisfy meTheir is no such statement that I placed a SPECIAL order & the 25% re stock fee does not appear on my sales receipt

The piece of furniture is a leather look fabric sectional couch with recline chairsStitching is ripped on one of the chairs that I'd like repaired please

Good morning,I can not release the manufactures information to you as we have the retail contact information, although you can look them up on the internetThe manufactures name is "Fairfield"The furniture was not returned to the manufacture for repairs as they do not repair customer damage as they have declared itI have included the owner of Carolina Furniture for this situation and at this time we can offer service to you for repairs to your sofa at an at charge basis.Please feel free to contact me if you wish to schedule a service call[redacted] ***Nichole

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I was told manufacturer would be contacted to repair chair...have not heard backI want a replacement for this chairIt looks used!

Good afternoon,I see the response from the consumerAt this time we have offered the consumer her furniture for delivery or a re-stocking fee and a refund.A full refund will not be processed at this time.Have a wonderful holiday.Regards,Nichole

When the sectional and ottoman were delivered there was nothing wrong with the furnituremonth later our service deptreceived a call from the [redacted] regarding their damaged ottomanAt that time we had pictures sent in and a replacement was supposed to be orderedWhen Mrs [redacted] called in a few months later, I took the callI looked up the account and an ottoman was never ordered (a mistake on our part)I ordered a new ottoman that day for Mrs [redacted] and apologized for the inconvenienceAt that time she stated that her sectional was now brokenWe had our service tech sent out to their home and he determined the sectional needed to be brought in for repairsWe did bring in the sectional for repairs and yes, when put back together a tool was left inside causing the [redacted] to refuse it during the deliveryWe removed the tool and then had the sofa redelivered to themAt this time the sofa was fully repaired and the only thing the [redacted] were requesting was that the male and female connectors be adjustedAt this time I had Dawn in the service dept call Mrs [redacted] to schedule her for service, Mrs [redacted] refused the service and stated her sectional was broken again in a different area and "some manager is giving me all new furniture"At his time both the manufacture of the furniture and Carolina Furniture as the retailer have declared the broken sectional as customer abuse which is not covered under manufacture warrantyThank youNichole

Good morning,I apologize for the inconvenience you have endured with the special order of your dresserWe did make the mistake in ordering the incorrect dresser and I as well apologize for thatAt this time, we do currently have the correct dresser on order for youI did email the manufacture this morning 2/24/to check status on the order and see why it is taking so longThe re-order was submitted weeks agoUnder the sales terms of the contract it does state that special order furniture can take an allotted time frame or longer, but that is not something we can control unfortunatelyIt looks like the last time we spoke the manufacture would not release the furniture before a minimum purchase amountI have asked the sales rep for the manufacture to override that policy and release the dresser to be shipped immediatelyAt this time a refund can not be granted as this is a special order and they can not be cancelled as our policy states.I can however, offer an in store credit for a future purchase of $for the inconvenience and aggravation you have endured.Again, I apologize for the inconvenience you have had with Carolina Furniture.Regards,Nichole

Revdex.com spoke with the consumer who advised most of what the business states is lies The consumer is simply seeking the refund as promised by Lawrence, General Manager at Transit store

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.While I understand the length of time this sectional is taking may be out of your company's control, Carolina's customer service is very much in your handsFrom the go, customer service has been horrendousBefore the incorrect sectional was delivered, I had to call to check on the status and was told ( direct quote) "Oh that has been sitting in our warehouse for a while now"Next the West Seneca store manager assured me he would place a rush order on the correct piece and promised it would arrive in 4-weeksNow I'm being told 6-8+ ( which by the way August 25th would be ten weeks from June 14th, seventeen in total from the order date)During the month of July, these were my experiences with calling the store: Three times I called the store and was told that they would go check the status on the computer and call me back in five minutesNot once was I called backIn fact, just yesterday this happened so after two hours of no response back, my husband went directly to the store and the same associate blatantly lied and told my husband that he did indeed call me back and we spoke Two other times that I called, I was told that the couch was en route and would arrive in 1-daysAfter it not arriving, I called and was told that a large shipment was coming in July 25th and my sectional was guaranteed to be on the truckSo I hope you can see why I am VERY weary of the fact that you are now telling me it will be arriving on August 25thHad there been open communication about these issues rather than blatant lying, this would not been nearly as frustrating of an experience Regards, [redacted]

Good morning,At this point, parts have been ordered for the recliner- once they come in, you recliner will be servicedAs stated before in our prior phone conversations the products come from another country and the come in VIA a container, we are at the mercy of the shipping companyI apologize for this inconvenience.Thank youNichole

Good Morning, I apologize for the inconvenience you have endured with Carolina FurnitureI have looked into your claim and see that we have been out to your house to replace the tiles on the cabinetOur service gentleman stated that when he arrived to the house, he spoke with your brother and after assuring him that there is no guarantee with tile being the same color or texture that it may look different after they were replaced, your brother had decided to leave the console as is and not have the tiles replacedI am not sure who you spoke with in the customer service department as I have been the new customer service manager for months now and would be more than willing to speak with you further regarding your aggravation with our products and businessPlease feel free to give me a call if you would like to speak with meRegards, Nichole T***###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I've attached pictures of my paperwork and my bank statement to show proof of the $depositAt the time, Nichole is correct I did not have my paperwork when I arrived on 7/15/As I stated before with Nichole I was always told to bring just my id and my merchandise credit would be in the systemI think Caroline furniture failed to assist me as they continuously kept mentioning to me that they were closing in days in which I was aware ofWhen I spoke to the manager she was extremely rude and laughed at me assuming I would make up such a lie! I told her I would be glad to bring the paperwork and she said even if I brought the paperwork it doesn't show proof of creditI would need paperwork of merchandise creditFrom then on I contacted Revdex.com because I was treated unfairly and very rude and is basically out of $I would like a full refund of my $depositThank you Regards, [redacted]

When I spoke with the manufacture, they stated to me that we ordered the furniture correctly and it was entered wrong on their endI can only go off of what I am toldI was also told that the consumer did call to collect a refund and was told that we are not able to offer a refund and at that time the consumer and our store manager came to the agreement to re-order the furniture which is what we have donePer the terms and conditions of the sale, it states that special orders can not be cancelled which is why our store manager can not authorize a refundI have spoken to the owner of our company as well and he also stated that a refund will not be issued, but the furniture will be replaced If the consumer wishes to return the furniture, the consumer will incur a 25% restocking fee of the total amount of the sale, which is also listed in our "terms and conditions of sale"My apologies for the inconvenience this has caused..Thank you [redacted]

Good morning,I am unsure why the consumer filed a complaint at this time, as we have already sent the paperwork over to the delivery department to have a pick up scheduled of chairs in your possessionThe paperwork needed to be processed and has since been processed as of yesterdayOnce the chairs are picked up, your money would be refundedIt was made clear to the consumer, that the chairs need to be picked up and the money would be refunded after the chairs are back in Carolina Furnitures possession.Thank youNichole

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI was also promised free delivery and piof the incorrect dresser which has been sitting at my house per my conversation on 12/27/with Carolina Furniture Regards, [redacted] ***

Good morning,I apologize that you have been given incorrect information by your sales person. I see that we have spoken to you as of the 2nd as well as had you scheduled for delivery of your sectional and offered a loaner table until your's arrives. At this time, 200 dollars off plus a loaner is... more than sufficient for the inconvenience.The terms and conditions of sale state the following:1.) "Special order merchandise occasionally incurs a back order or delay at the manufacture which is out of our control." 2.) "Special orders can not be cancelled"3.) "Any order cancelled by the customer incurs a 25% restocking fee"I apologize for the wait on your furniture, but at this time we will not be offering any other compensation.Thank youNichole [redacted] Administrative Services

Good morning,At this time we have a re-order of furniture for the consumerWe admit that there was a mistake made but unfortunately, it was on the manufactures sideWe have taken the necessary steps to correct the situation including the new order for the furnitureAt this time, there will not be a refund issued as the re-order of furniture was agreed upon via telephone between the business (Orchard Park store manager) and the consumer.Thank youNichole

When I stated that we do not have year interest free, that is because you financed with ** NOT *** *** *** is the financing company that offers years interest free (which is advertised in our commercials), which you did not qualify forJust a side note as well: NONE of our customers financing is processed until the furniture is 100% delivered and taken care ofWe have apologized for the amount of time it took, admitted we had made many mistakes and offered many different options all of which you declined, so we replaced the furniture that was damaged for you at your request, which was the right thing to doYour original date of purchase was 3/25/15, you were completely delivered and all damaged pieces replaced and your financing was put through on 3/17/Your financing would have been active for year with no interest starting from the day the financing was put through (3/7/16) as this is what you had agreed upon and signed for when you purchased your furnitureAt your convenience you may call ** (your financing company) and ask them if they offer years interest free, as they do not provide that for our company to offer to our customers. Again, we do not have way calling or call recording with our company so that information is again, incorrect.Again,At this point your broken and or damaged furniture has been replaced and Carolina Furniture has given you a protection plan to cover any damages done by the consumer while in your possession for YEARS and I apologize that you feel this is not sufficient for you.Thank you Nichole

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.we called Lawrence yesterday and he said the only things he will do is 1) fix the part that is broken or 2) what we purchased can be replaced with a similar piece of furniture that cost the same or slightly betterHe never told us what slightly better would mean!!! We are not interested in eitherwe just want our money back unless he is willing to charge or hundred dollars which would be the prices we were seeing for other comparable setsthanks *** *** *** Thank You