Crest Furniture Inc.

Good afternoon,
     I called customer and left a message, waiting on her response. Will offer a one time courtesy even exchange, she must show prove that she no longer has bed bugs and must dispose of sectional herself.
 
Thank you.

Complaint: [redacted]
I am rejecting this response because:
I had to drive out to one of their warehouses to pick up the purchased pieces of furniture, and then I had to go out of my way to...

return the furniture back to the store.  Furthermore, I wasted a lot of time on the phone trying to resolve the situation.  I did finally hear from the store manager, but I am dissatisfied with the company's offer for free delivery on a future purchase. 
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. They did contacted us with the pick up information and agreed to refund us the total amount, however, after they came on Friday 8/19/16 to do pick up and they presented us with the paper that stated the amount of the first couch which was $1961 not the second couch which was $200 more. When we acquired about it , they said they will process that refund and we will see it on our credit card on Monday. It's Tuesday and still no refund. We contacted a company today but we have no answer.
Regards,
[redacted]

The measurements on the body impression on the customer's mattress prove the mattress to be free from defect. To resolve this issue we will offer the customer credit to our store in the amount they paid for the mattress to select a different mattress. When the new mattress is delivered...

the original mattress will be picked up.

Good evening,
 
     we will replace the sofa for the customer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]
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,
Frank [redacted] Yes I received a call to settle this claim I have a credit of $436.00 to spend at the store. Thanking you in advance
Frank [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
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]after 3 months for argueing and complaining the furniture has finally been picked up,I will never do business with them again

Good afternoon,
There is nothing else we can do but to give customer the store credit to purchase any item at the store.
Thank you

The general manager has spoken with the customer. We are redelivering the merchandise in October at the customer's request. We are also taking 10% off the sale as well as giving a $200 gift card to our store.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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,
We have a claim for the sofa and we are willing to give the customer store credit for that piece only.
Thank you.

The merchandise is improperly cared for an has an accumulation of damages. These are both things that are listed as excluded from coverage on the protection plan the customer purchased. I have attached several pictures of the merchandise as well as a copy of the protection plan that the customer...

was provided with at the point of purchase.

Complaint: [redacted]
I am rejecting this response because:
The damage to the leaf of my table came as is and was discovered as soon as it was taken out of the box. There is a chip on the corner of it. And in regards to the table, the damage was not caused by "pet damage", it has scratches on it which are supposed to be clearly covered in my protection plan I paid for. If not fixed or replaced, I want to return all of my furniture and will never do "business" with this unprofessional scam of a company.
Regards,
[redacted]

Review: Kitchen table. Two technicians have been to my home to fix the table that does not close or lock up properly when the leafs are in or out of the table. There has been 2 technicians out to my home to fix the table, one on 11/7/14 and the latest on 12/19/14. Neither tech was able to fix the problem. The last tech determined the table is warped and is a manufacturing defect. I purchased a warranty at the time of the sale, cost of $119.00 for 5 years. I have contacted the Ashley furniture store where I purchased the table but get no satisfaction from them They direct me back to the service department who I have called numerous times. I leave my number and message as directed by them but never receive a call back.Desired Settlement: I would like Ashley to pick up the defective table and replace it with a new table.

Business

Response:

We will replace the table for the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Replacement table must be the same make, model and quality as the table I initially purchased.

Review: Delivery of wrong merchandise on October 3, 2013. Ordered and charged a Queen Mattress (Inspiration PP Optimum 11"). When the mattress was delivered it was a 9" thick. I reported this error to Value City. On November 13,2013, Value City delivered another mattress to replace the 9" mattress that was delivered to me in error. That mattress also measured 9". I refused it. A great deal of time has passed and this situation has not been resolved. I have been advocating for myself and have spoken to many people. Mike-Service Department, Ashton- Service Department,J[redacted]- Person who sold mattress to me. [redacted]- Value City Manager at Toms River store (###-###-####. Everyone had a different story as to why this has not been resolved. After all this time a Value City Manager came to my home, November21,2013 to measure the mattress. This should have been done at the time of my original complaint. He declared that it was , according to his measurements 11". Seems strange to me that even the delivery people measured a 9" thickness of the mattress (twice). I am tired of dealing with Value City and their stall tactics. I do not want a mattress that I cannot use.Desired Settlement: I no longer trust Value City or some of its personnel. It seems to me that once they sell a product to a customer they don't care if the customer is satisfied. Please note that I have personally been to the store with my complaint, but they could not all fit in the proper space which allows only three complaint dates.

Review: I purchased a sofa and it was delivered last Saturday 4/11. Upon delivery there was a grease stain on one of the cushions. The delivery man called the center and put me on the phone where I was told a whole new cushion would be ordered and sent out immediately. While I was on the phone speaking to the center, the men were putting the sofa together. The finished while I was speaking to the lady on the phone. I signed the delivery slip and they left. I then noticed the left love seat was damaged and immediately tried calling the number on the distribution centers slip (###-###-#### to find out it is not a working number. I then immediately called Ashley furniture Store where I purchased the sofa and spoke to my sales person [redacted] (###-###-####) who stated a new left armchair love seat would be ordered and she told me I would receive a call from the distribution center that Monday (4/13) to discuss the new order. I went to Ashley furniture on Sunday 4/12 and placed a order for an add on piece to the sofa and was told that could be delivered with the replacement damaged piece as well. I called [redacted] on Tuesday 4/13 and stated I had not heard back from the Distribution center. She told me she would call me right back. She called back and stated she spoke to her manager who put in an urgent request for the dist center to call back. I called her again on Wednesday to advise still no call. Again another urgent request was put in. I finally received a call on Wednesday 4/15 from the dist center requesting me to send pictures to [redacted] which I did and I received a generic response back saying I would receive a determination within 72 hours. I called back today, Saturday 4/18, which was 72 hours later to find out about 1 where my seat cushion was as it has been a week and I cannot put the greased stained cushion on the couch to find out they JUST ordered it and what is going on with the replacement for the damaged section. They just looked at my pictures.Desired Settlement: I would like the damaged left armchair replaced. I do not want it repaired. They did not respond within the 72 hours. The did not even look at the pictures until I called. Had I not called they would not have even looked at them. And here it is a whole week later and I still do not have a replacement cushion for the damaged grease stained cushion. I cannot put the cushion I received on the couch as the grease is all along the bottom and sides and will get on the other cushions if I put it.

Business

Response:

The new Left arm facing love seat has been ordered for the customer. As soon as that piece comes in, the customer will be contacted by the store to deliver the new piece and remove the damaged piece.

Consumer

Response:

I am rejecting this response because: I would like to keep this open until I receive the replacement piece as well as the replacement damaged cushion. I have been without a cushion on my sida since april 11th, which is almost 2 weeks now. I had to file this complaint to get them to replace the damaged left armchair and call the store to let them know I filed the complaint. I have been dealing with this for almost two weeks now. This is not acceptable. When I call abd soak to their customer service, they are rude. I sent pictures as requested and they were not even reviewed until I called on the day I was supposed to receive a response. I'm tired if the lack of urgency on their part. I've had this set for two weeks ( in two days) with a missing danaged cushion) and a damaged love seat and I had to file this repirt to get any action. They didn't even put a rush on the replacement order.

Business

Response:

The customer will be contacted today to schedule the exchange and the delivery of the additional piece for next week.

Review: In 2007 I purchased a [redacted] posturpedic bed from value city furniture which I paid cash. after several months the mattress was deemed defective by their technician. They gave me a fair pro rated price towards an upgraded mattress. I then purchased a [redacted] optimum (bed had 20 year warranty) on their store card. About 1 year later their same technician deemed that bed defective. They said I can replace it for free or upgrade to a new bed, so I upgraded to a [redacted] posturpedic hybrid. At the store they said ( I cant remember the exact number) about $250 will be the amount on the store card that I owed. When I received the bill it was about $572. I called them to tell them about this and they said I'll have to come into the store, so I did. At the store they told me I'll have to pay off the old defective bed and that the $250 on the card is charges for the new bed. So in the end they claim I have to finish paying off a defective mattress that they already hauled away and that the charges on the card are for the new mattress. They were unclear about this and manipulated the agreement. I haven't contacted the store since but this 3rd mattress is also now defective after a few months.Desired Settlement: I would like to return the mattress for a full store credit refund and never purchase a [redacted] product or do bussiness with Value City ever again.

Business

Response:

The customer had not finished paying the original mattress off so that was why there was an additional balance. We will pick up the customer mattress and box spring for a full refund. Any debt the customer has with the card will be void after the merchandise is returned to our warehouse.

Review: I purchase a kitchen table from Ashley Furniture with a 5 year warranty that covered "everything" (which was purchased for extra $). The first table warped (within 4 months) where the leaf goes and it was replaced. The second (less than 4 months old) faded and stain came off. The company service tech cancelled two attempts to come then finally came in late June. I have received NO follow-up on how they will proceed. I have called the company leaving 7 messages and spoke with John, the manager, who could NOT help me but promised me on Friday August 22nd at 2:30pm that his manager would call me back immediately. It is now Wednesday August 27th at 11:00 and I have not received a call from them. I called the store again this morning and no one could help me there. I had to wait for a call back. I have owned this table for less than a yearDesired Settlement: This product is sub-par along with their customer service. I would like a full refund from Ashley. I cannot have a table for less than a year.

Business

Response:

The customer cancelled 2 appointments with the technician. the technician report states that there are no manufacturing defects on this table only damages caused by water and improper cleaning. These issues are not covered by the protection plan the customer purchased. We will pick up the customer's table to be refinished in the shop as a courtesy.

Consumer

Response:

I am rejecting this response because: I did schedule the pick-up because I did not have time to air my dissatisfaction. I would ideally like a refund on this table. I keep my home very clean and I am very offended that you suggested otherwise. The wear on the table is not due to improper clean and a substandard product. I have seen multiple reviews by other customers.

Business

Response:

The customer is not covered for the issues the table is experiencing as stated in the response. There are no refunds given on products due to damage (not defect). We have schedule the pick up for the refinishing of the table as a courtesy on 9/27/14 and we believe that is a fair compromise. The technician's report states, "7/19/14 technician John found finish peeling in several places. There are also light scratches all over table top along with white stains from hot plates. Looks to be improper cleaning and water damage." The technician sent to the customer's home is a subcontractor working for JA Furniture Repair so as to receive an unbiased opinion. Attached is a picture of the scratches on the table.

Review: I purcahsed couches on 02-19-12 from the store. I purchased a 5 yr. protection plan after the sales rep told me it was a good idea to invest in one and I would be covered for that additional time. I started contacting cust. service first wk. of November 2013 due to the velcro on the couches is sarting to tear the material, and do not hold the cushions in place correctly. I had a repair tech come to my home on 11-23-13 to take photos of the damage ares on couches. I was told I would get a call that wk. with an update on my claim. I called the cust. service dept. today 11-29-13,and was told that my claim was rejected because it in NORMAL WEAR AND TEAR. I feel that this is not wear and tear ,I have had my couches less than 2 yrs. and thought I purchased GREAT QUALITY furniture. I am really dissatisfied with the response I got from cust. service. If I wanted cheap furniture with no warranty I would of went to a consignment store. The cust. service dept. also is very uncooperative with the consumer. It took me 5 calls and message to supervisor to even get a call back to set up an appt. for a technician to come out to my home for 4 mins.Desired Settlement: I would like my couches repaired or replaced or @ the end of the warranty period (5 yrs.) I would like a refund of the costs for the protection plan in cash or gift card...not a store credit.

Business

Response:

As a courtesy we will order the parts and send the technician to install them when they are in.

Review: 1/17/15 – Made a purchase with Cash ($120) and on [redacted] ($19.05) – totaling $139.05. – included furniture and $25 delivery. While still in the store the same day (after speaking with my father via telephone), I decided to pick up the furniture instead of having it delivered. Spoke to the person I completed the transaction with (do not recall name) and manager (referred to himself as [redacted]). They said they could not give me my money back since I paid cash (even though it was still sitting on top of the counter). I would have to wait for the check from corporate. I accepted this, but wanted a confirmation in writing that it was canceled. They would not provide me with confirmation and told me that that is how they do things.

1/24/15 – I picked up the piece of furniture from the warehouse with my father, mother and 2 year old son.

Between 2/7/15 and 3/13/15 – I called the store 3 times and got 3 different explanations about where my refund was. On the last phone call [redacted] stated that the check was sent to me at home and cashed on 2/17/15. I asked to speak to a manager, knowing she could do nothing. When I spoke to the manager, [redacted] – he said that corporate office would send me the copy of the cashed check, but there was nothing else they could do because they would not issue a new check.

3/16/15 – The copy of the check was received. My name and address were correct, but I did not endorse the check! On the endorsement line on the back of the check is electronically stamped “[redacted].” 3/17/15 – I called the store and explained what happened to [redacted]. She said she would speak to [redacted] and have him call me back. [redacted] called me back and explained that [redacted] basically said it was my responsibility to contact [redacted] to get my money back, they did everything right!

I contacted [redacted] several times and they said the money was sent back to store. Store and manager at Crest Furniture in Dayton ([redacted]) are not answering/returning calls.Desired Settlement: I want my $25. Point blank! I did the work for them and I expect to be refunded. I have more information if you need it ...

Business

Response:

The check was mailed and made out to the customer. Our company was never returned any money. If the customer is claiming that the check was fraudulently cashed then they must speak to either the banking establishment or file a police report. The customer has been informed of this.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I spoke last to [redacted] from the store in Greenbrook on April 2. She said that the 'money was noted to be back in my account' and she placed a new request for a refund to be sent to my address via Certified Mail. [redacted] acknowledges I am not their customer and have not been for quite some time. The check must have been sent to them from Crest Furniture by error.

Regards,

Business

Response:

The check was not sent to [redacted]. Attached is a copy of the cashed check sent to us clearly showing the address it was delivered to printed at the bottom.