Carolina Furniture Outlet

Good morning,My name is *** and I am the customer service manager for Carolina FurnitureI apologize on behalf of Carolina Furniture for the aggravation you have endured in the process of purchasing furniture with usI have looked at your account and see that we have some new items on order
for you, as well as spoke with our store manager about what we could do for youIf you would please give me or our store manager *** a call and we will be glad to get everything else straightened out for you. Regards, Nicole T *** *** *** ***

The customer has been advised to file a dispute with his credit card company for a refund of his money. Thank youNichole

As advised per Linda,Please proceed to do the requested charge back.Thank youNichole

As of the 13th we have spoken with this family in regards to their orderThe customer has agreed to give us until the end of the month as the manufacture has given us a projected shipping date closer to the end of the monthThe customer is also in possession of the same model recliner in their home just a different fabric as we did not want to leave the customer with nothing. Thank you for working with us on this matter and we look forward to delivering your brand new chair when we receive it.Regards,Nichole

Good morning, At the time of purchase the consumer was made aware that a request would be sent to the manufacture to discuss two sided pillowsThe furniture came in as ordered with the exception of the pillowsWe did speak with the manufacture who informed us that we could not order double
sided pillows, that they were not able to make themWe notified the customer who was very upset with usWe apologized numerous times and offered for the customer to come in a re-select new pillows in a different fabricOn October 27th our store manager called the customer to discuss her options regarding the pillowsThe customer demanded double sided pillows which per our store manager, is truly not an optionThe customer disconnected the phone callFrom there, the customer did not return our calls, but instead emailed the owner of our company for a resolutionAt this time, the owner made the customer aware via email that the pillows were not an option , but we would be more than willing to help her re-select new pillowsThe customer did not accept this and demanded more money off of her furnitureOn December 12th, I personally left a voicemail for the customer regarding a casing on her sofaWhen I spoke with the customer she demanded that I order double sided pillows and I again informed her that double sided pillows was not an option from the manufacture and that we apologize for the mistake and we are willing to fix it by having her re-select pillows that we can getThe customer disconnected the phone call on the 12thOn December 13th, I called the customer again in regards to a service issue with the sofaWe set her up for an appointment for my tech to take a look at it on 12/21/I have since ordered parts for the customer, but she is not willing to re-select new pillowsAt this time, we have been in contact with the customer more than a handful of times regarding this pillow issueThe store manager, myself and the owner have all offered her to come in a re-select new pillows in a different fabric at no charge to herThe customer has not made any attempt at doing this. At this time, there is nothing more we can offer except to order her new pillows in the fabric she wants as single sided and not double. Thank youNichole

Hello,With a year protection plan, the consumer must file a complaint with the protection plan companyThey can be reached at the phone
number provided to you on the warranty paperworkI apologize that no one has been in touch with youI did speak with you this morning and advised that you nee to file the complaint with the protection company.If the company approves your claim, we will get a request to order partsOnce the parts come in we will notify the warranty company who will in turn be in contact with you to repair the furniture.Thank youNichole

Good morning,As of 11/28/Carolina Furniture is wiling and prepared to deliver the furniture as stated on the consumers invoice purchase on 10/28/All items are here and ready for deliveryThe consumer was well aware that the additional chair was in *** PA and would take some time to be
transferred to our NY locationThe consumer was also aware that the "as is" chair on the floor was being service as a courtesy (normally plus tax per hour) and would require some time to be servicedNo cancellations can be acceptedThis has already been allocated for the consumerThe chair was transported from a liquidation sale and could have been sold to another consumer and the service rendered for the damaged chair has already been doneAt this point we are more than capable and willing to fulfill the consumers orderIf the consumer wishes to walk away from the order she will face a re-stocking fee and the remaining monies would remain store credit for future use.Thank youNichole

Good morning,I apologize for the inconvenience of waiting for the chairOur policy does state that special orders can not be cancelled or a restocking fee of 25% will be charged for the total amount of the saleOur policy also states that "special order merchandise may incur a back order or delay
at the manufacture which is out of our control". *Please see the SALES paragraph on the terms and conditions of sale.*You are more than welcome to call and have your order checked on with your sales rep, GordonHe can be reached at *** ext *** or you can call me at *** *** *** and I will do my best to help.Thank you Nichole T***

When I signed for the month 0%interest free that was when I purchased the furniture in March of That is the information/ data they have in their computerI waited over a year for my order to be satisfiedNew furniture that was delivered was brokenThe original order I placed was not placed right by their people causing me to wait for missing piecesI had to wait on the company to fix their broken pieces and find time that seemed convenient for them to deliver pieces such as, on New Years Day when they sent a repair man to replace the broken backing to a brand new chair that I purchasedThey are acting like they fixed the furniture, so I should be happyI specifically dealt with this Nicole on several occasionsWe were on a three way call when we spoke to Rebecca and a deal was proposed for my inconveniences of waiting and waitingThe year warranty on the furniture was proposed to me months prior to this, I'm surprised they are even owning up to that end of the dealI believe Lawrence, another manager offered me thatAt one point I had to call channel news's Al Vaughters just to motivate the company to get a move on with my orderWhen Nicole stated Carolina Furniture never had a year 0% interest promotion ever, that is a lie....look at one of their previous commercialsI am appalled that this company is continuing to make things worse by blatantly being deceitful and feeling as if they really well-pleased their customersIt's Very Sad

Good morning,We have spoken to the finance company, and they themselves told us they did not have a year no interest plan, which you can call and verify with them yourselfWe legally can not offer that, if the financing company does not offer thatWe as well, have all of the signed paperwork (by
yourself) for months no interestI apologize for the inconvenience, but we also do not provide "3-way calling" or "call recording" that is not something our company utilizesI did speak with you about years interest free, as that was thing you had requested Carolina Furniture to do for you due to the issue that you had with your furnitureWhen we spoke about this I explained that I am not the finance dept and you would need to speak with Rebecca about this as she would know better than I wouldThus the reason you were given her name and telephone number. As far as the other issues, we have replaced the damaged furniture and offered you a protection plan to cover damages (outlined in the protection plan) for years at no cost to youI am sorry you feel that this was not enough.Thank youNichole

Good morning,After reviewing the account I see that both the sofa and loveseat are here.As with any special order, they can not be cancelled, as per the invoice that was signed during the time of purchase.I spoke with Lawrence directly and he stated that we offered to deliver the sofa that was here...

as well as a loaner loveseat while you waited for your new one.Now that both pieces are available for delivery, I can have my delivery team contact you to schedule a day that works for you.At this time, no refund will be given. As far as a discount, this was purchased at an already steap discounted rate, so I apologize but we can not offer any further discounts.Thank you 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.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 leather. Take 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]

Hello,I have complete documentation on behalf of Carolina Furniture and what was stated to our sales rep in the service dept. I also have proof that the new top was ordered before your delivery date, as well. I have several people that were present during the hostel conversation that I ended due to the threating gestures on the consumers behalf. I have offered a refund after this complaint was filed by the consumer and so has the Transit road manager regarding this piece of furniture only, yet the consumer has failed to call us back to resolve the situation. We have now placed 3 phone calls to the consumer and his wife to issue the refund and have yet to hear back. The consumer and or his wife are more than welcome to stop in or call us and get a refund for the piece of furniture that was damaged only. ###-###-####.Thank you,Nichole Turner

Hello, I spoke with the consumer regarding the issues she had concerns with. As of now, I am ordering her 2 brand new replacement legs for the table as the repair on the current legs will not be up to my standards. The consumer is satisfied with the communication as of now, but would like to...

wait until the entire situation is resolved before she moves forward with resolving this complaint, which is understandable.The legs have been put on order as of today 11/5/15.Thank you,Nichole T[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.
[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 back. I want a replacement for this chair. It looks used!

Their response is outrageous. I cannot believe that this is continuing. The more they continue to write the more they look foolish. Options certainly were never made available to us except "Wait for the furniture" or "Wait for furniture to be repaired." There were no other options. I had asked to return my furniture at one point and they told me that I would not get the money back that I had already put down. What is this new information about ** and [redacted] and having qualifying for anything. I'm feeling a defamation of character charge on my part in Nichole's response here.

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 me.  Regards, [redacted]

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 me.  Regards, [redacted]

Good afternoon,I see the response from the consumer. At 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

Better Business...

Bureau:
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."Good morning, I spoke with Dale this morning regarding your account. As previously stated by Dale, all sales are final. The Sheridan dr store has numerous sign's on the window's and floor's to support this. At this time, there will be no refund given.Thank you,Nichole"
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I am still requesting a full refund.
Regards,
[redacted]