Carolina Furniture Outlet

Good morning,I did speak with the customer Mrs. [redacted]. I explained that the bed is not particle board, as this is information that is relayed to me from the manufacture and is also listed on their website. I have also spoken with the manufacture 3 times regarding this bed and they have ensured all 3...

times the bed is not particle board. When the customer and I spoke on the phone, I did let her know that she would need to speak with the store manager whose name is Lawrence, regarding a refund and he would need to make the decision on the restocking fee not myself. I am head of the service and repairs dept, and do not work in the warehouse. My office is out of our [redacted] location. I am unsure why the delivery guys relayed incorrect information about who the customer needed to speak with but I can assure you that this will be addressed so we are all on the same page when we have situations such as this. At this point the customer has refused any type of service from our service and repairs dept and has asked us not to do anything to the bed as they do not want it. The customer does not have possession of this bed as they declined the delivery.From the [redacted] webpage: please see below. "We start with solid hardwoods; the finest quality kiln-dried lumber. Next, we build each piece of furniture especially for the customer. There is no mass production at [redacted]. Every chair, cabinet or table is handcrafted with care for each dealer.Every piece of our beautiful furniture is hand sanded and precisely cut- promising superior performance through the years. Finally, we top our furniture with our special conversion varnish - to ensure the most durable and clean finish. They will stand up to everyday living and offer continued beauty and enjoyment from one generation to the next.For more than a decade, [redacted] has been creating quality hardwood furniture in Lancaster County, Pennsylvania. As a family-owned business, we take special pride in every piece we build, and we continuously strive to bring our customers the finest handcrafted furniture available.From classic dining and bedroom styles to furniture designed for today's casual entertaining and changing technology, we offer more style and finish choices than you'll likely find anywhere else."

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 do appreciate the loaned furniture, it is not the solution I am looking for.  It is simply the only solution being made available by Carolina Furniture.I do not want an apology for being inconvenienced, I want an apology for being lied to.  The only reason Mrs. [redacted] agreed to the loaner is because it became clear that the store has no intention of refunding my money.  On 11/04 I was told a refund would be an option.  After not receiving the callback I was promised, I Was then told on 11/09 that a refund is not an option because we bought the sofa as part of a closeout.  Items as part of a closeout do not need to be backordered, so that response is not sensible.  I have been lied to.  The store CAN refund my money.  They simply choose not to!  BE HONEST! PS, Please do not patronize me by apologizing if I 'feel" I've been lied to!  Show some vertebrae.  Regards,[redacted]

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

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]
The picture is of the recliner front right armrestWe've had this recliner close to a year because the chair was purchased in July of 2014 however, not delivered until about two-three months thereafter. My husband is the only person who sits in that recliner, the chair was purchased for his birthday last year.  I have never witnessed Genuine leather to peel in my lifetime especially less than a year and yes I've seen worn leather that have faded and changed colors over several years; I own several pieces of leather furniture that is used on the daily and not one piece of the furniture has shown any discoloration of peeling of the skin and/or fabric. I'm thinking otherwise about this recliner the color is coming off in several places, the other places is not as light (for camera) however as time goes on it will reach a clearer picture. The other spots are as followed: headrest Left front arm rest Right n left top of armrest (where your arm would rest)You can pretty much tell that this recliner is going to look like a beaten up worn out recliner in a few more months which is not going to sit well with me. I am very unsatisfied and disgusted with the manager as well as the service department and how this entire ordeal is being handled. Remember the manager Gordon mentioned to me that the reason he got rid of the last staff which was the staff that sold me the furniture was because of their incompetence and giving customers incorrect information. That statement makes me feel very uncomfortable with the furniture that I purchased.

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 possession. The paperwork needed to be processed and has since been processed as of yesterday. Once the chairs...

are picked up, your money would be refunded. It 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 me.  However, I would like to request that the Revdex.com to keep the complaint number active until the actual date of delivery, of the couch and love seat.  The date in which Carolina Furniture has requested, via my voice mail, to delivery the furniture has been, Thursday, December 08, 2016.  I have returned their telephone call accepting that date for delivery; and have requested a return phone call confirming if they could narrow down the time of delivery to be in the morning or afternoon. Again I would like to request the complaint remain active until the delivery of the furniture and an inspection and acceptance of said furniture from the delivery staff.  This request is due to previous customers reviews read on the Carolina Furniture web site, indicating problems with their furniture delivery. As well as the false information from the "Message from Business" reply, stating the the sales personnel Lawrence had offered to deliver the sofa separately and offered a loaner love-seat to accommodate me and my family while the purchased one was manufactured. Thank you for your time and efforts assisting me in resolving this issue. 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.At this time I am sickened by the lies of this company and the blatted disregard for the damaged products they sell. I now have others involved and have no intention of letting them get away with taking advantage of customers that they sell product to. They stated that the manufacture stated that my couch was due to customer damage and now they can't give me the manufacture information. This is because they are lying to save their butts because they put me off for a year. I hope nobody gets treated the way that we have.
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 end. I can only go off of what I am told. I 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 done. Per 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 refund. I 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]

As of 8/2/16 the customer has accepted the restocking fee via email with Lawrence. Carolina Furniture can pick up the furniture that is in the customers possession and refund the amount of the deposit minus the restocking fee of 422.00. At this time the chair can not be returned. No money will be...

refunded in regards to the chair.At this time I will have our delivery department reach out and schedule a day that Carolina Furniture can pick up the sofa only, for return. Once returned, we will reach out to refund your visa/mastercard.Regards,Nichole [redacted]

Good morning,I apologize for the inconvenience you have endured with the special order of your dresser. We did make the mistake in ordering the incorrect dresser and I as well apologize for that. At this time, we do currently have the correct dresser on order for you. I did email the manufacture...

this morning 2/24/17 to check status on the order and see why it is taking so long. The re-order was submitted 7 weeks ago. Under 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 unfortunately. It looks like the last time we spoke the manufacture would not release the furniture before a minimum purchase amount. I have asked the sales rep for the manufacture to override that policy and release the dresser to be shipped immediately. At 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 $100.00 for the inconvenience and aggravation you have endured.Again, I apologize for the inconvenience you have had with Carolina Furniture.Regards,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.The terms and conditions are fine and understandable in the event of a timely manner. This has been going on since August of 2015. We will be proceeding with our attorney for further action. We will not pay any restocking fee on furniture that isn't even what we ordered in August 2015.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

I received the above complaint via mail today and would like to address this issue.Ms. [redacted] came in to Carolina Furniture on 7/15/17 in regards to $100 dollar credit she claimed to have from a previous location that closed a year prior. During the conversation I had with Ms. [redacted], I asked...

several times for paperwork of any sort in regards to a purchase or credit that she had with Carolina Furniture. At this time, the customer could not provide anything in writing stating she had this credit or any sort of purchase receipt proving her claim to be true. Also during this same conversation Ms. [redacted] claimed that she made several payments on a "layaway order" yet, was only asking for a $100 dollar credit as "someone" at our retired transit road location had cancelled her sale and never notified her. I explained to the customer that we did not have layaway at any point in time and her response was "I don't know what to tell you then".  As the conversation continued Ms. [redacted] gradually became more and more upset. At that point I asked her to step to the side so we can serve other customers and I would have my manager come out and speak with her. I notified my manager of the situation and my manager also explained that without paperwork there is nothing we can do for her. We have no proof that she ever ordered or put any money down on a sale without her paperwork. Side note: The customer is not registered in our computer system, proving further that there was never an order for her.Thank you Nichole