Center Cross Builders & Remodelers

The customer was misinformed at time of cancellation, unfortunately the manager she talked to, still new to the company, was not 100% on the refund policy and told the customer a refund check would be cut and mailed to her for her purchase, unfortunately that information is not correct and we do apologizeThe cancellation and refund policy is on the back of the customers invoice( we even have the customer initial and sign the polices page)It does state that any purchase made by credit card, would need to be refunded to the same credit card used and any purchases made by check or cash, would result in a refund by check.The customer has been made aware we must have the credit card in store, to process the refund to the account, the customer just lives a decent distance from the store and has yet to make it in for her refund.We will refund the customers account 100%, we just need that card in store to process the refund

Customer was delivered over a year ago.At the time of delivery, there were some items that came in damage and unfortunately at the time of delivery, our delivery crew snagged her bed skirt, but we reordered the items that came in damaged and we did take the customers bed skirt, had it professionally repaired , laundered and pressed, not only did we correct all of the issues, we also sent out a gift card for the customers inconvenience.Again, this was all over a year ago, and this is our first time hearing from the customer, since we corrected all of the delivery issues

Customer accepted his items back in December of 2015, the customer is given the time to examine all product at time of delivery to make sure the items being received are the items he purchased and also to make sure there are no damages or defectsAt that time the customer did not notate any damages on the sofa and accepted the itemIt was not until after the product had been in his home, that the customer called in and stated the wood on the sofa was exposedWe informed the customer that we would come out to the home and pick the product up and bring it back for repair The product was picked up from the customer on 2/16/repaired and the customer was called back for delivery the end of FebruaryWe attempted to deliver the product to the customer on numerous occasions, the issue the customer reported, was fixed and up to manufacture standards but every time we tried to deliver to the customer, the customer declined because it was not to his satisfaction As stated above, we tried numerous times, from March through April to get this customers sofa out to him and he just kept declining the repaired item and wanted brand newWe had informed the customer it met Ashley standards and there was no need to order in a brand new sofa when there was nothing wrong with the one we were trying to deliver Until this letter placed in to the Revdex.com we had not heard back from the customer since he last declined the sofa, once we received this letter, we had Warehouse management reach out to the customer and schedule him in for delivery of his sofa The customer was called on 11/11/and scheduled in for delivery on 11/15/On 11/15/2016, while our delivery team was at the customers home for delivery, we had an associate here at our warehouse, in service, talk to the customer and make sure that he examined, in full, the sofa we were delivering and to make sure the item was up to his standards and to make sure there were no damages or defectsAt the time of the phone call the customer informed our associate that the delivery of the item went well and the sofa he was receiving was indeed, in good condition

Just as the customer said, the mattress and box spring were delivered to her in plastic, sealed plastic, meaning the product that she received, was clean and brand new from the factory.Customer called in to our location and stated that she has had the mattress and boxspring in her home since October of 2015, almost year ago, and that she had kept the plastic on the boxspring and she had just noticed HOLES in the plastic covering over the box spring, and that she believed bed bugs were in the boxspring eating through the plastic and that she believed we delivered her a bug infested box springIt was stated to the customerthat the box spring had come from the factory in sealed plastic, the mattress and box spring were brand new,clean and not contaminated with bed bugs, we even spoken with a technician who has been in the field for plus years, and we were informed that bed bugs can not even chew through plastic, this was explained to the customer as well.The problem of bed bugs the customer is having, is not because of a brand new still in the sealed plastic,box spring, we delivered almost year agoThere is nothing we can do for this customer, we have provided her with information on bed bugs, the manufacture has as well, and we recommended the customer get an exterminator, but there is nothing else that we can do for this issue that we did not cause

Customer is informed at time of purchase, that they can not guarantee a time or date for delivery, this is verbally gone over with the customer and also written in the customers notes on their invoice ( which they receive a copy of)The customer is informed that if they can not take it until a certain time, that they can note the account, but again, that they there, at the store, since they do not schedule our deliveries, and the product is not even in yet, they can not promise the customer a date or time for delivery.The customer was actually delivered the day before she requested delivery, the customer received, inspected and accepted her product on 7/7/

Customer below [redacted] Customer purchased right before the black friday sale and all customers are told,if asked, that we can not match Black Friday pricingThe product the customer purchased, was discounted on Black Friday and the customer came in asking for a refund of the difference, both the manager and the sale associate spoke to the customer and he was told, a price match was never promised and that they could not discount the product he had purchased weeks before The customer would come in and call constantly, wanting the price match he states he was promisedManagement spoke to not only the husband, but with the wife as well, both were told the same story, a price match of up to days was not promised and we could not refund the difference Customer would make frequent visits to the store demanding money, we eventually had to request that the customer not come back to our location due to conversations escalating and getting out of hand and to take care of and to satisfy the customer, the difference of $was refunded back to his account Thank You, [redacted]

We are trying to help this customerwe have not once refused service to this issue.Customer posted a complaint on our National Facebook Page stating the issues she is having with her leather itemsThe manufacture reached out to the customer and told her to contact the store where she made her purchase, because even tho she is well outside of the year manufacture warranty, they may be able to help with the issue.The manufacture also made contact with our store, we were informed that we need to get the serial number from the customers product, so that the manufacture can research the numbers and see if there were any reported issues with the leather of maybe being a bad, defective batch.We spoke with the customer and she was able to send in the same photos to us, that she had posted on the facebook page, we informed her that they helps us see the issue, but we also need the serial number for the items that are peelingWe told the customer that it is under one of the cushions, either the left or the right, there will be a sticker and it will say " Serial Number" and right below it list out a numberThe customer informed us that she will not provide that, that she provided the sku numbers and that is all we should needWe informed her in order to proceed any further with this claim , per the manufacture, we have to get the serial numbers from the items.Customer is refusing to provide the serial numbers and at this point, we can not go any further with this claimIf we receive the serial numbers from the customer, which again, are located right underneath the cushion, not the couch and loveseat themselves, but under the cushion, then we can go further with this issue, but until then, we can not do anything

We are on the third week of the two to four week quoted time frame for the customers bedUnfortunately when the customers bed first arrived, only a mattress and one foundation was sent, as soon as we saw the error, we placed the order for the second foundation for the customerThe customer
declined to take the mattress and one foundation since she could not use the bed with one foundation, she needed twoThe second foundation arrived to our location today 11/1/and the customer has been called and made aware it is ready for pick upThe customer informed us she will be in this Saturday 11/4/to pick up

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,
*** *** I did receive my mattress and boxspring however the time frame was not within the time frame I agreed to at time of sale. I had no other choice but to wait an extra days for my merchandise since I was not able to cancel.I cannot use a half of a boxspring.Ashley furniture did nothing extra for me since this was their mistake.I will never shop at Ashley again.I will not refer anyone to Ashley either

The policies are clearly displayed on the customers invoiceAll policies are gone over with the customer at time of sale, the customer is informed the time frame that it will take the furniture to arrive to our location and the customer is made aware that if any changes are to be made to the order,
they must be done so within hours of purchase, if it goes beyond the hours and a cancellation is made, then there will be a 40% re stock fee, this is told to the customer at time of purchase.The customer will see the cancellation policy on the back of their invoice and right under the cancellation policy, the last sentence and in capital and bold lettering, it states " ALL DELIVERED OR PICKED UP SALES ARE FINAL." Again, not only are our policies verbally gone over with the customer, but they are also on the back of their invoice, and we have the customer sign the back of our invoice, stating that they have read and understand the terms of the sale

At the time of original purchase, the customer misunderstood the sales associate and the location of pick up, the customer was under the impression she would be picking the product up from the store she was purchasing from, even though we stated pick ups take place at our distribution center and we give the customer a pick up paper with the addressFor the misunderstanding, the customer was told, if she decided to stay a pick up customer and go to our distribution center in Newark Delaware, then we would give her a gift card for the inconvenience, the customer did not want to pick the order up from our distribution center and at that time decided she wanted to cancel.No gift card will be given to the customer, that was not the agreementAs for the full refund, the customer did use her Debit card, but this is still a Card transaction and we can only process the refund with the original card used, we can not issue a check. Since the customer lives in Philadelphia, and our store location is in Wilmington, so she does not have to come back to the store to receive her refund, we will have management call the customer and process the refund over the phone

Customer was not home at time of delivery to inspect items and when he got home he realized that the set he was delivered was the same set her had ordered(style was the same), but it was off in color and immediately placed a call in to our service departmentOur service department had requested
that the customer send in pictures of what is in the home so we could compare to what is on our floor, the pictures did show a different color, but we informed the customer that could also be due to the lighting on showroom floor is much stronger than one who have in their homeWe then recommended that the customer bring a chair in to the store that he had purchased from so we could match it up that way
The customer did bring a chair to the store and when placed side by side, under the same lighting, the set the customer received, was different in colorAt the time we told the customer this would be covered by the manufacture and we would get another set on order
Customer was called on 11/2/and was scheduled in for delivery of the new set on 11/4/On Friday Nov 4th, our delivery team brought out to the customer the new/ correct dining set and at that time brought back the one that was incorrect
This service has been complete as of 11/the customer has the correct dining set in his possession

I am not sure how this was not submitted on the original complaint, but below, was our response to this customer This customer came in to purchase furniture, but on the first date he came in, he made us aware he was waiting on a check from the insurance company and had to wait
for the check in order to purchase the product, we then made him aware that once he received the check, come in make the purchase and we will get everything on orderThe customer came in later to pay for the product and was quoted to weeks for delivery, the customer told us that they could not take the product right away but would call with a dateAfter being quoted to weeks for delivery, the customer calls us demanding to take delivery on 3/which is weeks after the purchase and he was made aware it could take up to weeks for deliveryWe informed the customer that the product was not in, that he was quoted up to weeks for delivery and we are still within that time frame, we understood that he was in the process of moving, but we also stated the time frame for delivery, up front at time of purchaseOnce the customers product came in we called and scheduled the delivery for 4/At the time of delivery all items were in but the mirror and nightstands we told the customer that we did not want those items holding up their delivery so we would deliver those when they arrived to our warehouseWhile the customer was getting delivery, the recliner that the customer purchased, did not fit in the room they wanted it to be in so the customer declined that item and sent it back, as the customer is told at time of purchase, any cancellation made after hours would result in a 40% restock fee, with the customer declining to take possession of the recliner, that would be taken as a cancellation, but we did not charge the customer a restock fee, we took the recliner back and actually refunded them in full for that itemOn 5/the two night stands were delivered to the customer and the following day the customer received their mirrorThe customer has had all of the items in their possession since May. Customer has demanded from our company, a $refund for their inconvenience,and has even made threats to our employeesWe've informed the customer we gave them a full refund on a cancelled item after their hours, but we would also refund them their delivery fee. The customer has received in total a $ refund. Thank You, ***

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 was never given the opportunity for refund on my order After speaking with several employees they stated there would be a 40% restockingCalls were made on 08/9/9/9/10/10/10/10/10/A call was made the morning of delivery 10/for a time frame at which time the associate stated she had no time frameA voicemail not call was ever received from the delivery department the evening beforeThat can be proven because they are closed Mondays and several calls were made with no answerAlso after speaking with the delivery employee he stated they were closed Mondays. On 11/a call was made to the store to attempt to resolve my issue at which time the manager *** said “Hun just come pick up your pillows, you’re making this harder than it needs to be”After several minutes waiting, they still could not find my order and questioned if pillows were even orderedThis shows terrible organization on their partThe manager stated he would talk to the district manager and that he would not be refunding anythingThis being after a previous manager *** offered a refund on my delivery as well as furniture once it was deliveredHe also stated the district manager would not speak with me after several requests to speak with himOn 11/another call was made to *** at which time he stated he would have the salesman Art deliver my pillows Tuesday 11/Today 11/and no pillows were delivered or has anyone contacted meHe also stated the delivery fee would be refunded but it had to be done in store further inconveniencing myselfIt should be noted that Fino stayed my order was on the back burner to many other order issues the store hasThis company has made no valid effort to remedy their mistakes from the very beginningAfter weeks my order is not complete and they continue to provide terrible customer service.
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
I never received the gift card that I was promisedI followed up multiple times after the fact concerning the gift cardThe way that this incident was treated by the business was extremely unprofessionalI did contact them multiple times after the fact so their accusation that this is the first they are hearing of it is completely false
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 I used a debit card not a credit card which is usually refunded in cash at all other storesI will take a check and again the gift card that I was promised from the very knowledgeable manager ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11636912, andr reference, details of the offer I reviewed appear below. At no time did I refer to bed bugs what was said is that bugs were on the boxspring The mattress and boxspring have been covered with covers from the onset! I don't agree with their decision but I not purchase another item from them and any one that I know wil be told about their poor customer service, which will stretch further than any commercial. ]
Regards,

Unfortunately, the fabric was back ordered, we do not keep parts here in our warehouse and just like furniture, we have to order everything in and the fabric is cut and sewn to order, and they did not have the fabric in stock so it took extra time to get in. The customer should of been called and...

kept in the loop and we do apologize for that.
We actually just received in, the fabric for the customers couch, our service department has called this customer and made him aware that the fabric is in and now he will be receiving a call from our delivery department to schedule a date for us to pick up his sofa for us to re upholster. 
Once the sofa is brought back to our warehouse, our service technician will re upholster and get in contact with our delivery department once done. When our delivery department is made aware the sofa is ready, they will then call the customer and schedule him in for delivery.
Again, we do apologize for the lack of communication, the customer should of been made aware of every step being taken, and should of been made aware of the back order on the fabric. We now have the ball rolling since we have received in the fabric and the customer will be kept in the loop every step of the way.

Customer below. [redacted]...   Customer purchased right before the black friday sale and all customers are told,if asked, that we can not match Black Friday pricing. The product the customer purchased, was discounted on Black Friday and the customer came in asking for a refund of the...

difference, both the manager and the sale associate spoke to the customer and he was told, a price match was never promised and that they could not discount the product he had purchased weeks before.  The customer would come in and call constantly, wanting the price match he states he was promised. Management spoke to not only the husband, but with the wife as well, both were told the same story, a price match of up to 30 days was not promised and we could not refund the difference.  Customer would make frequent visits to the store demanding money, we eventually had to request that the customer not come back to our location due to conversations escalating and getting out of hand and to take care of and to satisfy the customer, the difference of $335 was refunded back to his account.     Thank You, [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]