Crest Furniture Inc.

Review: We purchased furntire and an extended warranty March 2012. In Jan 2014 we called for warranty service on a table and 3 chairs. At that time Ashley/Value City sent a tech out and took pictures of the items. THey stated we would get a call within a week. That never happened and we called them after 2 weeks to be told there was no record and that the tech they sent must have forgotten to submit the paper work. They said they would send the same person out again and we asked for a different outside company to come due to whatever mix up there was. Well weeks went by and finally another tech came and did the same as the first. Again no call from the waranty company and we called again. This time the lady said oh I see it but nothing was ordered. After speaking to a supervisor per our request the parts were ordered. Now another 3 weeks go by with no info or calls from them. I call again and am told now the part could take 6 months. I ask for a supervisor and am told 2 weeks. I wait 3 weeks and again nothing. I call again and am told they must be backed up. Finally the parts arrive and the tech is scheduled to come back May 16. He comes but he cant not get the parts to fit on the chairs and one of the parts was not there that was needed. I called again today May 19 and I get the same rudeness and basically told I have to wait. I asked to speak to a supervisor and told there are none there.

This has been a horrible situation and why does this take so long. Everytime you call you can tell the person who answers the phone can careless and other than 1 supervisor I have never received any calls from this company. You have to track them down. I am concerned that they took my money for the extended waranty but when you need the service its not happening. I purchased the furniture at Ashley Furniture in Cherry Hill NJ but am told the warranty company is called Ashley/Value City Desired Settlement: I would like this job to be completed ASAP since it was first called in Jan of 2014. I would like a patial refund of the money paid for the extended warranty

Business

Response:

We will replace the chairs the customer is having an issue with.

Business

Response:

The customer is scheduled to have the chairs replaced this coming Wednesday 6/04/14.

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. I just widh that the company had better customer serivce and that this issue was resolved in a more timely basis. This has made me not want to purchase anything further from ashley furniture or any of the companies affiliated with Ashley. I am very concerned as to the other peices of the furniture I have also covered by the same warranty. Will the same situation happen if I need warranty repair on those items? Thanks for finally correcting this situation!

Review: We purchased a leather sectional which cost $2700.77 dollars and paid extra for a 5 year warranty which expires in 2015. Approximately 1 1/2 years ago we noted slight cracking of the leather in the head rest area on the end sectional and recliner chair. We called for repair and they came in and repaired. 1 year later matter is worse. Material they applied has caused more damage then original slight leather cracks. Leather is completely peeling on the sectional and recliner chair head rest. Don't know what material they used to repair, but it is much worse. Have made several calls to customer service for repair technician, which came to house about a month ago and took photos. Received a call approx 2 weeks later stating that they wouldn't fix the damage, which they caused. They stated it was the consumer's responsibility. Damage is only in the locations that they previously repaired. Since then several calls have been placed to costumer service with no response. Please help us resolve this problem.Desired Settlement: At this time we would like a replacement of the sectional and recliner chair as they damaged it worse with there so called repair. If they cannot replace then we are requesting a cash back refund so we can purchase a new set. Do not want store credit as after all of this and there lack of customer service and honoring their warranty has made us decide that we will no longer be purchasing anything from this company.

Business

Response:

We will allow for store credit for the merchandise as the merchandise is over 3 years old. The merchandise will be picked up once the customer has selected new merchandise and it is set for delivery. The protection plan does not provide for a refund.

Consumer

Response:

[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.]

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 contacted me and have given us credit to replace the living room set.

Regards,

Review: My Huband Ronald is a 100% disable vietnum veteran

We purchased a recling couch fro Ashley Furniture In April 2013, delivered May 2013. In Janury 2014 the handle fell off called the store they had someonf fix it. We had other reclinging couchies for 15 years and this never happing. Then in December the seat by the broken handle fell almost to the floor very unconfitable and the leather on the other side of the couch is peeling off. We went into the store to purchase a new kitchen set and told the sales woman she said she sells a lot of the couchs and she said with no problems she said it sounds like a mfg defect she suggest we call customer service so I did they said they can't help. We bought several items from Ashley in the past cofee table and lamp table and sofa table and table and chair set. The couch is the only item we had a problem withDesired Settlement: new couch or fix the couch

Business

Response:

The customer has a 1 year warranty on the merchandise. The customer reported a cushioning issue with their merchandise 8 months after their warranty had expired. We can provide the customer with numbers for service technicians that they can privately hire but they no longer have a warranty for this merchandise. All cushioning is only covered for 1 year by the manufacturer.

Consumer

Response:

I am rejecting this response because: We had trouble with the couch before the year when the handle fell of a couch and it was fixed by your technician. I did not buy a extended warranty because I felt I didi not need it The couch we had before was 15 years old. A couch should last more than 2 years it was a defected couch they need to fix it or replace it. We are good customer you should do the right thing and fix it for us. My husband it disable vet and going through chemo and we are both senior citizen

Review: I purchased a mattress and motorized frame from Ashley funiture a little over 1 month ago. I called Terminix out to spray my house for insects and they found bed bugs only on the head board and frame. They inspected every bed and room in my home and the head board and frame was the only location they were at

I called Ashley Furniture to get either a refund or exchange and they simply said they refused to do anything because their storage facility does not have bed bugs.Desired Settlement: They refused to refund my money or exchange the headboard and frame.

Business

Response:

Our facility is inspected and exterminated on a regular basis as we are a large furniture company. We deliver over 25 truck loads of furniture a day and do not have issues with any type of pest in our facility or trucks. We are not responsible for the unfortunate issues the customer is experiencing with bed bugs.

Consumer

Response:

I am rejecting this response because:

I have proof from Terminex stating the bed bugs were solely in my newly purchased but refurbished headboard this business sold me.

Business

Response:

The customer's merchandise was delivered 9/10/14 and the customer's first report of bed bugs was 10/23/14. We have certificates that state we are exterminated on a regular basis. We are also a large company with 14 stores that all delivery from the same warehouse. We do not have any issues with our customers and insects of any kind.

Review: We purchased a 5 year extended warranty on a dining set. Currently table is still within the warranty period. On January 22, 2015, after company left for the evening, we were cleaning up and noticed a deep chip in the grain of the wood on the table and appeared to be splintering (i have small children who are exposed to potential injury while eating a meal). Adhering to reporting guidelines of the warranty, we immediately reported to the customer service number the following day (January 23, 2015) and were instructed to take pictures and email to [redacted] We forwarded pictures, and did not hear back for the next week. I called to follow up, only to be advised that the claim was being denied due to failure to report in a timely manner. I questioned why and was not provided a response, only that we failed to comply and that there appeared to be other scratches (this is a distressed style table). This was unacceptable considering we were in full compliance with the reporting threshold. I questioned if they were looking at the correct photos. The customer service rep was rude and I requested a supervisor call me back. Several hours later I received a call back from a supervisor who continued to maintain position that we did not report in timely fashion, and no further explanation. I demanded to speak with his supervisor and almost a week later still waiting. Very frustrated with escalation process and/or the lack there of. Still unresolved, and [redacted] is failing to honor their warranty obligations where we paid a fee to transfer this exposure to the warranty. Crest Furniture is practicing bad faith.Desired Settlement: Either of the following:

(1) repair chip

(2) replace the table

(3) refund the cost of the warranty originally paid; or compensation for damaged table

Business

Response:

We will replace the table for the customer. They will be contacted to schedule the pick up the original table and delivery of the name table at the same time.

Consumer

Response:

[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.]

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,

Review: I received a delivery from Value City furniture (Crest furniture inc ) on 11/13/15 for a sofa and love seat. My mother in law was at my house upon deliver (who [redacted] kept referring to as the Asian woman) . Well trying to get the furniture into my home the drivers damaged a very large chandelier which is in the foyer and damaged multiple sections on the ceiling with dents from the couches. The drivers states they did not hit the chandelier and [redacted] the supervisor spoke very down to my wife saying he does not believe the drivers damaged the chandelier. My mother in law stated as they brought the couches up the couches hit the chandelier so it was laying on the couch my mom said wait (after the chandelier has already been hit ) she then lifted the chandelier so it wouldn't be damaged any further. After 2 and a half months of going back in forth with multiple phone calls they gave us a small offer and after this point we were tired of getting the run around so we accepted because it was a hassle to get anyone to call us back or even speak to anyone. They offered $100 at first and addition $200 for the chandelier. We received $200 dollars and not the other $100 and after research the value of the chandelier and to fix is more than what they offered. Also we have not received the other check which they are saying they have no record of.Desired Settlement: We are looking to get actual response and full compensation for the damages that were done to our personal property.

Business

Response:

Good evening. We called customer and offered the $100.00 requested, we have already processed the transaction. Thank you.

Review: I purchased a brown genuine leather couch and a love seat a little over a year ago. The furniture has been barley used but it is starting to fade and peel into a bright red color which makes the couch and love seat look horrible. This is something that I am not at fault with it came from the manufactures with defects.Desired Settlement: I would like to either receive my money back so I can purchase a couch and a love seat with no defects or a brand new living room set to replace the items that are defected.

Business

Response:

The customer's merchandise is over 2 years old and the furniture is only covered by the manufacturer's warranty for one year. The customer was offered to purchase a protection plan that would have covered their merchandise for 5 years at the point of sale but declined to do so. We are unable to assist the customer because of this.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is susposed to be real leather and I didn't do anything to turn the brown leather red it was faulty from the manufacturer

Regards, [redacted]

Review: In November 2013 I purchased a dining room set and a living room sectional set with three glass tables, and it was delivered to my home in mid December. I was informed by the salesman, [redacted], that he strongly recommends I purchase the 5 year protection plan, as it covers any and all damage that could be done to the sofa (stains, tears, structural issues) and if a technician finds it can not be repaired then a placement part will be sent out. Back in Aug or Sep my husband called to report we have noticed that there were tears on the sofa toward the bottom of the couch in two areas. I did not think there would be an issue, but the technician told my husband and I that this is not covered. I tried speaking with the store manager and explained the situation and how the salesman had explained to me that I should purchase the five year protection plan, as it was risk free, it covers any and all damage, and I had nothing to lose. The manager apologized and advised me to call the warranty center back and ask for a supervisor. OI called back and was told the same thing as my husband-pretty much that the five year warranty I purchased was for nothing. This is a new piece of furniture, and judging from the tears and observing the poor quality of the material, it is likely that more tears will appear and I am surprised this has not happened sooner. All I ask is that my warranty I purchased is enforced, the existing tears are repaired and if this is not possible, than replaced, and I guess I am stuck purchasing a custom made slip cover and spending the remaining four years making monthly payments on a couch that I know is of such poor quality that I have to invest money just to ensure more tears do not appearDesired Settlement: For the 5 year warranty I payed extra money for to be enforced, as this company feels they are above the law I guess. (see above) repair or exchange of damaged pieces of sectional (whichever is applicable)

Business

Response:

Attached is a copy of the protection plan which the customer was provided with at purchase. The document clearly states that rips, tears, and burns are covered on leather only. The customer's pieces are microfiber (fabric). The customer was contacted today to offer a refund on their protection plan as they appear unhappy with what is covered and what is not covered.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:as I have stated several times, the reason I was able to be coerced by your salesman was that he explained the protection plan to be risk free and any damage within the five year period would be repaired or replaced if irreparable. He informed EVERYTHING was covered with no exclusions and I was not provided with a copy of the protection plan prior to agreeing to purchase the warranty, nor do I believe I was ever provided with it at all. Refunding the cost of the warranty rather than enforce what was promised to me by the value ciry employee that sold me the furniture and the warranty? Ridiculous.

Regards,

Business

Response:

We will attempt repair as a one time courtesy only.

Business

Response:

Unfortunately we are unable to assist this customer further than the refund on the protection plan. We have asked the customer to provide pictures to see if we could assist as a courtesy as the contract does not cover rips in fabric but the pictures show multiple areas of animal damage throughout the pieces. The protection plan does not cover animal damages and the damages are severe. Attached are the pictures of this merchandise. I have also attached a copy of the protection plan the customer has purchased.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was told in the last message that the repairs would be made. I purchased the warranty ( which I was never given a copy of) and was told by the salesman it covers any and all damage under any circumstances and if it can not be repaired it would be replaced. Also, the damage was not " animal damage" as the company likes to write it off as ? Which I told was covered by warranty) unless you consider ripping people off by selling them poor quality furniture, very poor customer service, and selling them a warranty under false pretenses animal damage. Due to this major stress, inconvenience, and leaving several messages for the company with no response, I now want my furniture repaired and a refund for the warranty ( which by the way I nevEr received Not did I accept those terms in any way shape or form). The company speaks for itself.... You purchased a warranty and was told by the salesman there were no exclusions, and all you do is turn me away and offer to refund me for the warranty? ..........( see past complaints for further information on the false representation of the warranty that was sold to be my [redacted] at the tons river store, and the store manager ( who always seems to find a way to not answer your calls).

Regards,

Review: We bought a furniture (computer desk) from Ashley on Sep. 02 2013, and delivered on 09/20/2013. Reported product issue in August 2014 and asked for service to repair. [redacted] (Ashley's sub-contractor) scheduled and came in on Sep. 6, 2014. The service man ([redacted] ...) inspected, and said no repair can be done on-site, and will call us back within 5 business days. But no phone call, email or contact after that day.

We are calling [redacted] (###-###-####) and Ashley Repair Line (###-###-####). Can only leave messages (with our contact phone #) on the answer machine. Still trying to reach a live-person for the repair within product one-year warranty.

Thanks.

Business

Response:

The customer was informed yesterday that the damage on the leg of their desk is not a defect but caused by the customer. They were also informed that the gap they are seeing between the door and the desk frame is normal. We will order a leg as a courtesy for the customer and send a technician to install it. While the technician is out for the leg he can take a second look at the drawer just to be sure it is up to standards.

Review: I had purchased a 5 year insurance policy on my living room set for 196.22. I have as problem with the leather peeling and this company will not honor the insurance they sold me, 3 years ago, this coming August 28th.Since the item is probably unfixable, per the pictures I sent them, they feel they do not have to honor the agreement.I love the set and except for my recliner, every other piece has held up nicely. There are no young children to wreck anything. The one piece just keeps peeling and has become an eyesore.Item is a [redacted]Desired Settlement: I would like either a new recliner or a refund for the total amount of the insurance I paid for. My other recliner and 3 piece sectional are in fine condition and I am happy with them. So a replacement would be primary and the insurance refund secondary.

Business

Response:

We will give the customer credit in the amount that the paid for the recliner to the store. They will then select a new recliner as this one is no longer made. When the new recliner is delivered the original recliner will be picked up at the same time to be returned to the factory.

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.

Thank you so much for your help concerning this matter.

Review: We purchased a 5 Year Protection Plan for our Kitchen Table and Coffee Table. At the time the Sales Rep persuaded us to invest in the warranty and stated this would cover unexpected spills/accidents etc. The warranty summary provided to us also spelled out what is covered which was in line with the rep's comments. In November-2013 we contacted Value City to have them visit our home as both the coffee and kitchen table had issues to the surface. The Warranty Specialist visited and submitted a report. Value City contacted us and indicated they would not cover the coffee table but would be willing to resurface the kitchen table. There was no mention of when this needed to be completed by other than to contact them to make arrangements for Value City to pick up the table. Given we were under the five year warranty we did not act immediately and contacted Value City again in August-2014. The Customer Service Rep indicated time had elapsed and the Warranty Rep needed to visit again. We assumed since the table had already qualified it would not be an issue. The Warranty Rep came out and indicated they would contact us within 3 days. After not hearing from Value City I contacted them to inquire on the status. The Customer Service Rep informed my wife Value City was denying the claim due to accumulated damage and indicated the original assessment was void because we did not act quickly. Needless to say my wife was upset and stated "she would no longer frequent Value City" at which the Customer Service Rep replied "that is fine, and proceeded to hang up"

The warranty amounted to $119.95 for the kitchen table and $39.95 for the coffee table. We are submitting this claim as we believe Value City did not honor the terms of their stated warranty. We were not happy with the result of the coffee table but given the kitchen table was covered were satisfied. Now that Value City has reneged on their original offer we are raising this issue.

Thank You [redacted]Desired Settlement: We would like Value City to honor the warranty by attempting to repair the kitchen table. If the table can not be repaired then we would like a replacement. Given this issue was reported, the problem would not solve itself and for Value City to not honor the warranty is not fair.

Business

Response:

Accumulation of damages and improper care are not covered by the protection plan and the technician's report states that this is what is occurring on the table. We will authorize a shop repair for the dining table only as a courtesy to resolve this claim.

Consumer

Response:

[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.]I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me but would like to clarify the statement made on accumulated damages. I disagree with the report that is due to accumulated damages given the a repair was approved in November-2013 and no mention was made of this at that time. With that said, given Value City is willing to perform the shop repair I accept the compromise.Regards, [redacted]

Review: I purchased bedroom furniture, as well as mattress and mechanical bed base. Upon delivery, I called immediately to let the salesperson know I was dissatisfied with the mattress and base. I would like to trade it for a different bed. I was told he could not get a hold of his manager and the salesperson said he would be in Friday to sleep on it. I did not sleep Tuesday or Wednesday night, as the bed was so uncomfortable. I visited the store on Thursday to speak with the Manager so I could order a new set. I was told by [redacted] that the bed I got was awful ad that they don't return mattresses. He said they are like shoes and bathing suits. Once you use it you cant return it. I called customer service and was told each store is individually owned. No one seems to know who the District Manager is, however I did get one saleperson who said there is a Manager named [redacted] but was unable to disclose their number or last name. I have also called corporate and not gotten a response as well.Desired Settlement: I would like to return the mattress and base and get a new mattress and box spring. I am willing to pay the 25% restocking fee as well.

Business

Response:

once these products have been in a customer's home it is against the law to resell them. The products will be disposed of at our cost. A 25% restoclomg fee will not cover this. We will allow the customer to reselect as a courtesy with a 25% restocking fee on both items.

Review: Bought furniture with contract to clean stain or replace. Contract for 5 years. Called in May to report that my couch was stained with vomit and needed new cushions. Appointment not set up until June 4th. Cleaning service came and took pictures, did not attempt to clean and told me I would hear from them. When I didn't hear from them I called them and was told my request was denied. I sent email to headquarters complaining and was told a manager would call me. Two calls week of 6/23 but I was at work. Returned call today 6/30 and was told "too many stains and cushions would not be replaced. I asked to speak to a manager and was told I did, I explained I wasn't home and just returning call now. Contract clearly states professional cleaning which wasn't done or replacement. Because couch has stain cushions can't be replaced.Desired Settlement: I expect them to honor contract with new cushions or refund. I will need to purchase new couch due to vomit in cushions

Business

Response:

We will order the customer the casings for their piece as a courtesy.

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. As long as I receive new cushions. They are stained with vomit, casings will be useless unless I get cushions or the sofa can't be used. Again I am only asking for the "no worry" contract to be honored. Thank you for your time.

Review: I have attempted to communicate directly with the store's manager (Brian) and corporate office ( Jose, Mary Rose, Natalie, Tanya) regarding a refund related to a damaged and late delivery of a kitchen set (according to the stores policy). Natalie made several attempts to reach Brian at the store after I explained my attempts have been unsuccessful. Natalie even attempted to make a conference call with me on the line. A second delivery date was scheduled and Brian stated a $50.00 refund would be issued because of the late delivery (due to the product coming from the warehouse) and the fact the kitchen set was damaged. Mary Rose ( a supervisor) assured me twice that the $50.00 refund check was mailed out. Mary Rose stated she would see Brain during a managers meeting (apx 1-1 1/2 months ago) held at the corporate office as even she was unable to reach him at the store because of the different stores Brian covers . To date, I have not received the refund. It has been over a year since the purchase of the kitchen set.Desired Settlement: A refund check in the amount of $50.00 is the desired outcome.

Review: I have had the most horrible experience with Value City Furniture! We purchased our furniture spending over $3,500 in April of 2013 from the [redacted] location in NJ. Our furniture arrived completely damaged when it was delivered. We were told that it would be replaced and while most of the furniture was replaced, we have yet to receive our NEW 3 pack coffee tables that we have been paying for since APRIL! There have been 3 scheduled deliveries for these tables since and each time my husband has taken his personal time off from work in order to be home for these deliveries, someone calls to tell us that ONCE AGAIN, the replacement coffee table and end tables arrived damaged at the warehouse. Today was supposed to be delivery attempt number 3 and ONCE AGAIN it was canceled. [redacted] the customer service rep who called me to cancel from the warehouse told me my option was to go to the store and pick out a different coffee table and end tables as this is a defect with the manufacturer. The problem I have is that I bought the matching dining room table and now they refuse to let me exchange that as well since "that wasn't the damaged piece". WHY, would I be ok with having a COMPLETELY different set of coffee table and end tables when they were bought to match the same exact style as my dining room table?! At this point I am offering to keep these damaged tables in exchange for something off of my bill considering that we have now been paying for something that was not in NEW CONDITION since APRIL and considering that my husband has now lost 3 personal days off work for this!!! I was told the best they could do was a $50.00 credit off of my $3,700 bill!!! (TALK ABOUT A SLAP IN THE FACE) I asked for a manager at 4pm EST yesterday and was promised a call back from Natalie, the "customer service manager" (and I use that term extremely loosely). I waited 3 hours for a call back and finally at 7pm yesterday, Natalie calls me back and tells me if I keep the tables, the best she can do is credit me for $64.00! When I asked her for her supervisors name, she told me she can give me the address for me to WRITE a letter to the executive office and address it to [redacted]. I asked her who she would go to in the event that a customer issue gets out of her control and she said "AGAIN, [redacted], BUT WE ONLY HAVE AN ADDRESS FOR THEM. WE DON'T HAVE CORPORATE'S EMAIL OR PHONE NUMBER, JUST AN ADDRESS." and when I asked her if that is how she would contact Corporate for any issues, by writing a letter and dropping it off at the post office, waiting 5 business days for someone to write back to you, she replied sarcastically saying "YES, THAT'S WHAT WE DO." ABSOLUTELY, THE WORST CUSTOMER SERVICE and I have been working in the customer service industry for 8 years! I BASICALLY GOT ABSOLUTELY NOWHERE WITH THEM AND NOW I AM HOPING THAT SOMEONE OUT THERE CAN GET BACK TO ME AS SOON AS POSSIBLE.Desired Settlement: I am requesting a reasonable credit onto my credit card account in exchange for me keeping the coffee table and 2 end tables. Alternatively, if a credit is not possible, I would appreciate being able to switch to a different style coffee table and end tables and that Value City Furniture allow me to also switch to the matching dining room table to match the new coffee table and end tables I would have to switch to. I will keep the dining room chairs of course.

Business

Response:

The Value City Furniture that Ms. [redacted] is referring to in her complaint is not affiliated with this company. Due to the name “Value City Furniture” being used in New Jersey, our locations are under the name American Signature Furniture. I have listed both companies’ website links below.

American Signature Furniture

http://www.americansignaturefurniture.com/

Value City Furniture – Owned by the same company as American Signature Furniture

http://www.valuecityfurniture.com/

Value City Furniture of New Jersey – Not affiliated with American Signature Furniture

http://www.valuecitynj.com/

Please remove this complaint from our records and forward to Value City Furniture of New Jersey.

Sincerely,

Business

Response:

We have ordered 5 sets of these tables that just came in yesterday so that we know one set will be good for the customer. I am in the process of inspected the sets to make sure that we have a good one for the customer. If we can not deliver the product as she expects it we will then allow her to switch both the living room table set and the dining room set. I will contact the customer as soon as the inspection process is over.

Review: purchase of a 2012 ( lane - wall away recliner ) also purchased a 5 year warranty with original purchase., first incident was bolts falling out of recliner. repair was made. about 6-months later second incident same thing, but recliner mechanism was deemed no good, replaced the whole mechanism in feb. 2015 ....waited 3 months for the part to be put on recliner. 7 moths later sept. 2015 same thing again bolts falling out and then other bolts snapping because of twisting after bolts falling out, tech came on 9/5/15 spent 2 hours replacing bolts , only to determine that the recline mechanism need to be replaced once more. I have been in touch with customer service ( team leader ) mike ( ###-###-####. conversation with no definitive date on part arrival. I have a recliner in my house that is unusable. value city furniture does not carry that brand anymore. and have requested to replace the item because of all the problems that has transpired. I have spent numerous hrs back and forth at times no return phne calls . this recliner was a birthday gift, and has been a heart ache with all of the past events.Desired Settlement: replace the ( lane recliner ) with different recliner of same value.... this is a bad design . again this name brand is no longer carried by VALUE CITY FURNITURE

Business

Response:

Good afternoon,We called the customer and offered a reselection, customer will be going to the store this weekend.

Consumer

Response:

I received my new item and I am satisfied.

Review: Ashley Furniture was contacted properly about the peeling of my Dura blend couch back in April. I had to cancel a maintenance appointment due to work related issues. I started the process all over again for the repairs. I was told to send pictures of the couch and I did. After a week or two, I didn't hear anything from them. I finally called and was told that the materials were ordered and I'd have to put the materials on myself, then I was told that they would send someone to make the repairs. I waited a few weeks for the materials as they were supposed to be shipped from some warehouse. I never received anything. I called again and was told that they weren't going to repair my couch due to the use of chemicals on the couch, which isn't true, come to find out the gentleman I was speaking to had the wrong information in front of him. I was then told that in fact I still wasn't going to get my couch repaired. I went to the store, and spoke with a sales rep who made some calls and assured me that the couch would be fixed, and that the materials were ordered. I then waited to see if the materials would be delivered, I was told they were ordered and being shipped. I was skeptical because I was told this before with no results. The items finally came yesterday July 23, 2015, and now my love seat is peeling and doing the same as the couch. I have been waiting since April to get this matter resolved, and now that my love seat needs repairs I feel that I will have the same problem. Ashley furniture had no intentions on honoring their contract warranty that I paid for and still have the receipts until I visited the store to speak with a manager. I have not called the service department yet to come out and fix the couch. I wanted to send this to the Revdex.com. They are absolutely terrible to deal with when it comes to warranty issues. I shouldn't have had to wait this long or jump through hoops for them to honor the warranty that I paid for.Desired Settlement: Store credit for my couch and my loveseat. As I said above my love seat has begun to peel, I've waited months for them to handle this, and I do not wish to wait another few months for them to fix the loveseat. This couch has been discontinued. I also had my bed looked at and I received the store credit for that but will not be using the store credit until the matter is resolved. I've had to make store visits just to get some answers. I will never purchase anything from this company again, I've never had to fight for something to be repaired especially something under warranty.

Business

Response:

The customer will be given credit in the amount that they paid for the sofa and love seat to the store to select a different set. When the new selection is delivered the original sofa and love seat will be picked up at the same time for return to the factory.

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.

Review: Purchased $3000 worth of furniture including a paid extended 'repair or replace' warranty in March 2014. Contacted store about defective chairs and table/leaves of table. Delayed call back, and when service technician showed up to photograph issue, he did not check leaves. Months pass, new chair backs were delivered with the same defective problem as originals. Call manager again, and didn't receive a phone call for again a few weeks. I was denied a refund because it was past 30 days of purchase. Sent service technician out again first week of June 2014, to photograph table and leaves, and never heard back from anyone. Called service department for weeks and finally talked to [redacted], who says my claim to repair or replace my table and leaves is denied. I asked to speak to a manager and was told someone would call me back eventually.Desired Settlement: At this point, with such bad customer service and having damaged furniture for months. I would like a refund and my account closed with this store.

Business

Response:

The customer purchased a protection plan that does not cover accumulation of damages, improper care, or animal damages. Some or all of these elements are illustrated in the attached pictures of the customer’s table. We will replace the 2 chairs that the customer has rough finish on but we are unable to service the table.

[redacted]

Consumer

Response:

Review: [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,

Business

Response:

We will pick the table up to be refinished in our shop as a courtesy and refund the customer's money for the protection plan the way the paid for it.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. When will this be happening? And how will I receive my refund for the protection plan?

Regards,

Review: We have contacted them multiple times in regards to the extended warranty that we purchased for our living set. The bonded leather started peeling and was a minor issue. They took weeks to get back to us and in the process it was getting progressively worse. The couch looks horrendous now. They finally got back to us had me take pictures and denied the claim via a phone call when all other communication was through email. They never sent anyone to the house,they had us take pictures. They stated it was due to accumulation, which was not an issue when we first called. No one will get back to me, they constantly ignore the issue. If you do get someone they tell you they have to research and never get back to you. It was not a cheap living room set that we purchased nor was the extra insurance that was purchased. This issue has been going on for months and they dont want to do anything about it.Desired Settlement: We want the couches fixed or replaced under what the terms of insurance that was purchased stated would be done

Business

Response:

good afternoon, we called customer to inform that we will give them store credit as a courtesy as this had animal damage.

Review: Purchased furniture at value city furniture Bay Ave Manahawkin N.J..Sales person was [redacted], [redacted]. Purchased 5 year service plan on my furniture for 299.95. It clearly states it cover drink rings and marks. I called for service. Man came out took pictures and said someone would be in touch. Nobody called, so I called them. I was told that drink marks are not covered the direct opposite of what the contract states.{copy of contract available on web site} Went to store spoke to [redacted] And [redacted] the manager of the store and did not get any satisfactionDesired Settlement: replace or refinish top of coffee table

Business

Response:

The contract states that accumulation and neglect are not covered. The technician's report states that the table had an accumulation of scratches throughout and had appeared neglected. We will pick up the table for shop repair as a courtesy to see if we can assist the customer.