Carolina Furniture Outlet

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.I have ordered a complete brand new queen size bedroom setSet was deliveredI expect a brand new nightstand, not just the topIt's been weeks with no deliver date setSales person told us a few weeks ago that we should get a new nightstand I will not accept the topAgain we paid a lot of money for good quality furniture and I won't settle for anything less.Regards,Lori Barry

Good afternoon,As of 11/20/the customer has received all of their merchandise.Thank you Nichole

Good afternoon,As I have previously stated- I apologize for any inconvenience regarding your furnitureWe have parts on order to repair the chairThe parts can take up until Mid December to arrive, as they are coming from another Country- Once we receive the parts, we will contact you to set up a day and time for our service gentleman to come out and process the repair.If you have any questions please feel free to contact me.###-###-####Regards,Nichole T***

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.This agreement was not discussedPer the phone conversation with the store manager we asked that the correct furniture NOT be reordered and a refund be givenHe stated he cannot authorize thatAlso, the error was NOT the manufacturing companies fault it was the fault of the store, which did NOT key in the correct customizations that we requested (and have proof of) which were confirmed by the sales manager when we met in the store. The furniture would require an additional 6+ weeks to come off the assembly line, and we don't want to deal with any more disrupt in our lives from the delivery and removal and setupWe clearly told this to both Tim, the sales manager, Rodney, another manager, and Dale, the store owner.We have retained counsel and issued correspondence to the store/store owner regarding this matter with no responseSince filing this complaint we also have not had any correspondence from anyone in the store regarding this matterWe have been requesting a refund NOT re-order, since early JuneWe explicitly made the sales manager and store owner aware of thatI do not accept this response because it was NOT settled, it was not agreed upon, it was decided amongst the stores parties that would be the solution and not agreed upon or accepted by us or our attorneyNeither of us, or our counsel have received correspondence on the matter.Regards,*** ***

I understand your frustrationThe information that is relayed to me, is the only information I haveI apologize that communication has been little to none and you are correct, we can work on that and I will make sure that it is addressed with the correct parties involvedUnfortunately as much as we would like to rush the manufactures, they take no part in us telling them to hurry although we can try which in this case we didI have severaly notes from the store manager to the manufacture begging them to get this done as quick as possible with no response from them on that grounds. Please, bare with us as we await your furnitureWe are doing the best we can to get this in as quickly as possible. Please feel free to call me for a status updateI can do my best to work with the manufacture to get a better answer for you but again, it does remain up to them when they are releasing the furniture for shipping.My office hours are Monday through Friday am-pm.*** *** ***Although I oversee a completely different department, I am willing to take any and all of your calls to eliminate the lack of communication you have been having with us.Thank youNichole

We are having our service technician come and do an evaluation on Thursday 6/4/ We will send all information to the manufacture to request a replacementIf the manufacture denies the replacement, which is very likely our service department has a new part for the chair currently on order, once the part comes in we will set up service to come out and replace the part that is damaged. The chair is not used, it will be serviced according to the warranty. Regards,*** ***

I'm very upset right now with this company giving me the run around, we are in the last wee, of December and up until me contacting you I have not heard a word from this company saying anything relating to my damage reclinerI feel I'm getting the run aroundI feel they should have offered other satisfying options like another recliner being we didn't have the furniture less than two months before it started showing signs of discoloration in various spotsI have dealt with companies out of the country and when there was a problem it was solved far less time than this company has put me through

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that semi - resolves my complaint. For your reference, details of the offer I reviewed appear below.We have given our decision to Lawrence, he is taking care of itWe still wold rather have received the refund, as we are not getting what we thought we were.Regards,*** ***

Mrs***,We have a new top for your nightstand and we have been trying to make contact with you the last couple of days to have our service tech come out and swap out the topWe will not be replacing the entire nightstand as the top is able to be parted from the base and easily replacedThis is the determination of the manufacture.Please give us a call when you are ready to have the top swapped out at 716-674-ext 507Thank youNichole

On 3/7/we order a replacement top for a nightstand that was damagedon 3/8/16, the customer was made aware that the top was damaged and that we were ordering a new one to replace it- As noted it takes 6-weeks sometimes longer to get product in, especially if the original order was special
orderThe customer sales rep, provided the customer with incorrect information as stating that the order was never placed when it wasTo this day, we do have the top on order and when our customer service rep spoke with Mrs*** on Saturday 4/30/she informed her of this. On 5/2/I received an email from Mrs*** asking about the status of her orderI told her again that it takes 6-weeks sometimes longer depending on the quality of the furniture and in this case, it is a higher quality productMrs*** thanked me via email for getting back with her and also stated that her sales rep has given her the run aroundWe have followed up to the best of our abilities at this timeWe must wait for the product to come in from the manufacture in order to service the current nightstand in the home of the ***'s.Thank youNichole

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.They have disregarded my phone calls from the time that delivery was expected (11-01-16). They disregarded my informing them on 11-19-(when weeks/business days had passed) when I requested cancelation of these orders“Nicole” states here that “as of 11-28-16” that they are “willing and prepared to deliver the furniture”This is too little, too lateHow they conduct their business (sales, delivery, repair & customer service) is unacceptableThey are not a reputable companyTheir word have no valueThere are no delivery dates stated on the sales invoices, let alone a place on the invoice for a delivery dateMy notes written on the invoices are the only notes of a delivery date, which were stated by their salesman, “Gordon”. My notes read: 11-01-for the two chairs and 7-business days for the mattress setIn response to this claim from “Nicole”, I certainly was not “well aware” that the additional chair would take “some time” to be transferred to the NY location. I was told that it would take little effort to have it delivered to the West Seneca store, perhaps by that following Tuesday, that they have trucks coming regularly from the *** ** location. A friend witnessed this conversationThe chair I purchased from the West Seneca store was not sold to me as an “as is” item. Surely, they were not servicing that chair for me “as a courtesy”. What that chair cost them to repair is irrelevantSurely, they would not have sold that chair in the condition it was for $and then charged the buyer to have it repaired! Again, I was told that the chair was an “easy fix” by the salesman and the manager who were both present when this damage was noticed (after the charge was made to my card)I was told it would be repaired and ready to be picked up when the Bradford, PA chair arrived (11-01-16) I took their word for it. I would certainly not have purchased these items had I thought otherwise Store credit is unacceptableThere is no legitimate reason for them not refunding my money in full. These were not special ordered itemsI never had these items in my possession. There should be no re-stocking feeWhat makes them feel that they entitled to keep my money, giving me “store credit”, let alone minus some 25% “restocking fee”? This is how they do their businessThey concern themselves of nothing once they have made their salesTheir ethics should be questionedI regret having stepped foot into their storeI would never consider doing business with Carolina Furniture againI do not trust them in any wayThey state here, in their response, that the (*** **) “chair was transported from a liquidation sale”(?) Their store in *** has closed down. I have no doubt that this West Seneca store could follow suit with how they conduct their business. Those “store credits” will be of no use to anyone. Regards,
*** ***

Revdex.com spoke with the company who advised that there was an issue with the top, the consumer was notified on October 6th at approximately 8:am of concern as one of the warehouse guys was opening the box and accidentally cut the top with a razor Consumer was made aware of this before the
deliveryThe consumer was told that they had a new top on order for the piece and that they would change once received, consumer stated to bring it out Upon delivery the consumers refused delivery The wife then came into the Transit Rd store and became confrontational with our salesperson Donna about the this matter Donna provided the consumer the contact information for the service department The next day the consumer, Elizabeth, spoke with Nicole about the issue Consumer was not happy that a new top was already on order stating that the item would no longer be new Nicole attempted to work with the consumer, however the terms and conditions of the special order sale allows for no refunds or cancellationsNicole provided the consumer an offer to refund the consumer her money less the standard order restocking fee of 25% even though special orders and not returnable Consumer was not satisfied with that offer and advised she would have her husband call back and he was not as nice as her Husband then contacted the service department, upon answering the service rep was meet with hostility The conversation was not productive and the call was ended by the service advisor Jim from the company's logistics department ended up following up with the consumer regarding the concernsThis call was also unproductive and the consumer ended up hanging up on him The item has a new top on order, which has been acknowledged by the manufacture Due to the series of events this matter was handed over to Lawrence for further handling Lawrence has placed a phone call out to the consumer and is awaiting a return call at ###-###-####

Good morning, I apologize for the inconvenience you have had with your chairI just spoke with our service gentleman *** who says he has set an evaluation and is ordering replacement partsThe first inquiry you made for service for this chair was on 5/22/in the evening and due to Memorial
Day weekend we were closedAgain, I apologize for this inconvenience and if you have any further questions please give me a call at ###-###-#### Regards, *** ***

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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,*** ***

Good morning,I have addressed your complaint with several people in the company- including the manufacture that the furniture was purchased throughAll concluded the recliner is real leather not fauxI left a message for you on 8/26/regarding the status of your parts orderThe furniture you
purchased is made in China and does take a bit of a lengthy amount of time to get to us which was explained in the many conversations we have hadI can not apologize enough to you for the troubles you have gone through with your chair- The parts order will take up to days, which means it may come in sooner than thatOnce we get the parts in you will be schedule to have the arms on the chairs replaced as per the manufacture warranty for the furniture you purchased.If you have any questions please feel free to give us a call.Thank you###-###-####

I apologize for the inconvenienceA mistake was made on our part with the original order and we apologize for thatWe have taken the steps to get the correct order submitted and we are working with the manufacture in getting the furniture as fast as we canWe have given you a sectional as a
loaner until the correct furniture arrivesThe lead time on furniture can be 6-weeks plusUnfortunately, the ball falls into the manufactures court with the production of furniture which leaves us calling for status checks consistently on all orders from our consumers.At this time, the request for a refund has been denied as we have the correct furniture on order and it should be arriving sometime this month. Thank youNichole

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

Good afternoon,I apologize for the confusion in informationAs stated previously there was a year warranty on the fabric and manufactures defectsUnfortunately, the manufacture discards compressed cores as a wear and tear issue when in the possession of the consumer and is not covered under
warrantyThe manufactures warranty also explains that softening and conforming can occur during usage with actual loss of resiliencyThe warranty goes on to explain that if the cushions are reversible, turning the cushions on a regular basis will help prolong the life of the cushion cores.Again, I apologize for the inconvenience and misunderstanding of information that was provided to you, but at the time of your claim the cushion cores were considered wear and tear and are not covered under warranty therefore the refund will not be issued.Thank youNichole

At this time the amount that Lawrence has stated is correctThe customer is due $The protection plan for $that the customer is referring to can not be cancelled or refunded as she has had it for almost years (11/6/the plan was registered) and there is other furniture that the protection plan covers that the customer still has in her home.The breakdown as follows:Sofa: $+ Tax: $184.62=$Subtract the $restocking fee and that equals $1872.60$is the refund and has been confirmed via email between the consumer and LawrenceAs stated by the consumer in her latest complaint to the Revdex.com, she has refused to provide her CC numbers for the refund to be processed.At this point, all we can do is wait on the consumer to provide this informationA refund must be done the same way that the charge was initially put through, which was a credit card.Thank youNichole ***

Hello,I apologize for the inconvenienceThis was a special order which could take 6-weeks to come in sometimes longer.As of 11/10/Mrs*** is currently in our *** *** store re-selecting furnitureWe have also given the option of delivering loaner furniture to have in your home for the
holidays until your new furniture comes in.Thank youNichole ***