Carolina Furniture Outlet

Good morning,At this time we have a re-order of furniture for the consumer. We admit that there was a mistake made but unfortunately, it was on the manufactures side. We have taken the necessary steps to correct the situation including the new order for the furniture. At 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

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 internet. The 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 it. I 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

Good Morning, I apologize for the inconvenience you have endured with Carolina Furniture. I have looked into your claim and see that we have been out to your house to replace the tiles on the cabinet. Our 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 replaced. I am not sure who you spoke with in the customer service department as I have been the new customer service manager for 6 months now and would be more than willing to speak with you further regarding your aggravation with our products and business. Please feel free to give me a call if you would like to speak with me. Regards, Nichole T[redacted]###-###-####

With disregard for statements made in reference to Revdex.com Complaint ID: [redacted], from August, Carolina Furniture did not initiate a refund. I had to contact them about a refund. 9/9/16: (email )Lawrence responded with an apology for the "run around" and non-payment. He requested info on how to resolve the matter. 9/9/16: (email) I stated a check or money order would be fine. I received no response. 9/19/16: (email) I sent another email asking about the refund. I received no response. 9/27/16: (email) I sent another email requesting my refund. Carolina furniture has both couches and my money. 9/27/16: (email) Lawrence responds stating they owe me $1872.60 and need my cc info. 9/27/16: (email) I stated the amount due to me is $2090.09 (2109.98 for couch; 199.99 for protection plan on that couch; 202.12 for tax; less 422 restocking fee). ...several more emails have been traded today, 9/27/16. Lawrence refuses to confirm the amount of refund and is still demanding my cc number. I don't feel comfortable providing my number to receive monies that have not been confirmed.I want a refund for $2090.09 deposited into my cc account. I will provide the cc information immediately, once the correct amount to be deposited has been confirmed, in writing, by Carolina Furniture/Lawrence N.

When the sectional and ottoman were delivered there was nothing wrong with the furniture. 1 month later our service dept. received a call from the [redacted] regarding their damaged ottoman. At that time we had pictures sent in and a replacement was supposed to be ordered. When Mrs. [redacted] called in...

a few months later, I took the call. I 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 inconvenience. At that time she stated that her sectional was now broken. We had our service tech sent out to their home and he determined the sectional needed to be brought in for repairs. We 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 delivery. We removed the tool and then had the sofa redelivered to them. At this time the sofa was fully repaired and the only thing the [redacted] were requesting was that the male and female connectors be adjusted. At 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 warranty. 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 and what we agreed upon.  We are going to resolve this complaint completely when the furniture legs have been replaced and the final installation has occurred.  Thank you for your help.Regards, [redacted]

Mr. [redacted],Thank you for your timely response in regards to this matter. We value your business gravely and we anticipate an amicable resolution for all parties. I want to apologize for any misleading information at the point of the sale. I am now versed that our associate working at the Transit store quoted an estimated arrival time of four weeks. This time has been been exhausted and we are fully aware of this this. I spoke with our sales manager Lawrence and he advised that before he even addressed Mrs. [redacted] he offered a sincere and genuine apology face to face. He also asked that she share this action with you. At this point we have given [redacted] some options to get you through the Thanksgiving holiday and furniture in your new home. She worked with Kathy today in our [redacted] showroom. I hope when you both see each other this evening, some of the discussed options work for you so we can get you on the delivery board as soon as possible. As an update, your sofa and love seat will be ready to ship on 11/22 and in our possession shortly after. Two very critical points I would like to bring to your attention are these: 1) A loner sofa and love seat can be brought out immediately to be used as your own, we have heard about the two precious little ones at home, which are harmless to furniture, lol. no worries, use it as your own. 2) Mrs. [redacted] had advised that she may not even be super content with the original purchase, with that said we will allow you both to select a different set if you would like. I spoke with Lawrence and he truly wants to help and see a positive resolution. Please let me know if there is anything else I can do. 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 me. It was clear to me that my money would be refunded once the chairs were picked up but since I hadn't heard from the company in a week and no one had returned my phone call I was concerned.  I received a phone call from the delivery department this morning to schedule a pick up of the chairs on Saturday.  I look forward to having this issue resolved on Saturday.
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.This company deals unprofessionally, and unethically, in sales, repairs, delivery and customer service. Their reply does not surprise me. They are very clever in their dealings. Their words are not trustworthy. This furniture may or may not be available now but it was not available at the time I was told that it would be nor at the time I told them to cancel the sales.  These were not special ordered items.  Again, there is simply no legitimate reason for them to have not refunded my money in full by now. 
Regards,[redacted]

As advised, this matter has been handled. The consumer must do the charge back like he was instructed to do.Thank youNichole

The piece of furniture is a leather look fabric sectional couch with 3 recline chairs. Stitching is ripped on one of the chairs that I'd like repaired please

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.

Hello,Spoke with customer on 8/17/15 to set up service to have the recliner manually put in the sitting mode until we get the proper part in from the order- During inventory we found the proper recliner parts and we are taking them to replace Nita's with. The parts are brand new which will save...

from a few months of wait time. My apologies for the aggravation you have endured. 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.Regards,[redacted]
I called Nicole Turner at 10 am on 7-8-2016 & left a message on her voice mail for her to call me back.  As of 2:35 pm I have not received a call back.  As far as her answer to my complaint it does no satisfy me. Their is no such statement that I placed a SPECIAL order & the 25% re stock fee does not appear on my sales receipt .

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. I was also promised free delivery and pick-up of the incorrect dresser which has been sitting at my house per my conversation on 12/27/16 with Carolina Furniture.  Regards, [redacted]

Good morning,At this point, parts have been ordered for the recliner- once they come in, you recliner will be serviced. As 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 company. I apologize for this inconvenience.Thank youNichole

At this point, this is the final attempt to do right. We have the option to replace the furniture which we will order for you. We also have the option to let you re-select or we have the option to repair the bed. If none of these options are feasible then we will refund the money with the 25% restocking fee as this was a special order and can not be canceled. Per the manufacture this is solid poplar wood which is states on their direct website. Please let us know what option works best for you.Thank youNichole

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 hands. From the go, customer service has been horrendous. Before 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 4-5 weeks. Now 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 minutes. Not once was I called back. In 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 1-2 days. After 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 truck. So 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 25th. Had there been open communication about these issues rather than blatant lying, this would not been nearly as frustrating of an experience.
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.I've attached 2 pictures of my paperwork and my bank statement to show proof of the $100 deposit. At the time, Nichole is correct I did not have my paperwork when I arrived on 7/15/17. As I stated before with Nichole I was always told to bring just my id and my merchandise credit would be in the system. I think Caroline furniture failed to assist me as they continuously kept mentioning to me that they were closing in 2 days in which I was aware of. When 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 credit. I would need paperwork of merchandise credit. From then on I contacted Revdex.com because I was treated unfairly and very rude and is basically out of $100. I would like a full refund of my $100 deposit. Thank you.
Regards,
[redacted]

Hello, I spoke with you regarding the damaged table. I have agreed to swap your table for another table. I have explained that anything above the purchase price of the table will be your responsibility. I am glad we could correct the situation with you. If you have any questions or concerns...

please feel free to contact me. Regards, [redacted]