Crest Furniture Inc.

Review: On Tuesday March 25th we had guests attend a dinner party at our home. Afterwards we realized our table was severely knicked and stain due to the amount of people and children. Within the required 5 days we contacted Value City to have a technician come out to fix the knicks and stain. We were mainly concerned about 2 areas on the table as they were significantly noticable. The technician was scheduled to come on April 1st. We let the technicians know of the concerns. The techinican reviewed and took pictures of the table and we were notified we would get a call back with next steps. We hadn't received a call so I contacted them today April 7th (poor practice to wait a week). I was notified we were NOT covered under our warranty because it's been categorized as an accumulation of knicks which is very subjective. They all happened in the same day and we followed process however they believe otherwise. We would like the table fixed as we paid for the warranty and their rules do no constiute "opinions". This is POOR business practice and they should be held accountable.Desired Settlement: We just want them to fix the table as guaranteed in the warranty.

Business

Response:

We will schedule to pick the table up to have it refinished in our shop as a courtesy to the customer.

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

This is not a "courtesy" to us. The company is indeed picking up our table to fix however it is because of a contract we signed about a warranty - they are doing no such "courtesy" to us. We paid for this service and they need to deliver the service. Very simple. They were denying us this service because of subjective reasonings and this is why it has been escalated.

It would be greatly appreciated if the accurate comments around posted about this company for future clients.

I appreciate all the support Revdex.com has provided and I am grateful to them.

Regards,

Business

Response:

The customer's table is scheduled to be picked up for repair on 4/26/14. Once it is refinished it will be returned to the customer. The warranty states it only covers damages attributed to a single occurrence and the technician's report states there are multiple nicks, discolorations, as well as heat and oil marks. This will be done as a courtesy.

Review: We purchased a dining room table , 2 extra chairs and a server on 3/22/14. The first table had a chunk of wood missing at the table leaf. I called and customer service came out took pictures and on 7/18/14 received new table at that time I informed the tech that it appeared the laminate we curling up and pealing and tile was chipping. Called back to find out how I should care for table top spoke with Vendor [redacted] she said no waxed products send pictures table discontinued. She said use a mild dish detergent and dry completely which I had been doing. Now the second table had laminate lifting, pealing and curling even with my following [redacted] instructions. Called for service again 8/28/14 left message never received call back. called again 8/29/14 spoke with [redacted] will E-mail customer service should call me back tomorrow. 8/29/14 spoke with [redacted] said to E-mail pictures of table. Pictures were E-mailed. 10/3114 call again, never received E-mail pictures. Will send tech out. 11/17/14 [redacted] came out took pictures said will receive call 11/20/14. No call, called 11/21/14 7 calls ahead of mine requested return call, never received. Now I am being given the Customer Service Manager [redacted] said not covered under warranty because of neglect. Said she can not help our life style it's not they're fault we POUR liquid all over it. She got very nasty with my husband and called him a JO and that they are doing nothing with the table. She told him do not call back, do not come to the store get your atty if you want to. Have your atty call our atty. We told her we would bring the table to the outside of the store so all possible customers could see that you do not stand behind your products. She said she would call the police on us and have us arrested. Of course we did not do this. But we are at our wits end. We offered to come in and upgrade the table that we wanted something better and should have been told it was laminate it did not look like it was. Need help.Desired Settlement: Would like to upgrade to a better table even if it costs more money and see if what we have already paid on the old table be put towards the price of the new table if possible also have a matching server if possible. We are not looking for a handout but we were told the table we have now has been discontinued.

Business

Response:

The pieces were assessed by an independent technician from S.A.W. enterprises. The damages were found to be customer caused. We will offer the customer credit for the amount they paid for the table to pick out another table only as a courtesy as this is water damage which is not covered by the protection plan. Once the customer receives delivery of the new table they picked out we will pick up the old 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: To whom this may concern,Invoice #[redacted]Invoice #[redacted] am very unhappy with the service and products that I have bought from Value City Furniture. I bought a set of couches from Value city in April of 2013 the couch broke after less then a year. The couch also severely scratched my floors. The service man that came out said that these type of couches break all the time. So why would value city sell furniture that breaks. So after many phone calls and service calls later, value city decided to give me credit on the sofa not the love seat. So now I am stuck with a love seat that does not even match. This was a two Month fiasco with broken furniture (that I could not sit on) also missed days at work for service guy to fix multiple times. That time doesnt include floor issue either. Also for new couches to be delivered and they didn't even take the old couch they put it on the curb. So I go shopping for furniture again in less then a year because of Value City's terrible product. Oh and I am still stuck with the love seat that I can't get credit for. So I spend more money on a sectional at the same Value city store the first time I shopped in. This set actually lasted me a little over a year I ordered it in March 0f 2014 and had it delivered in april of 2014 (another month of no furniture). I don't know about anybody else but I don't have two sets of furniture that I can just swap out for my other set to get fixed. I have one living room not two.Now it is june of 2015 and my couch broke a couple days ago. I sat down and heard a big crack. Now I can even sit on it, and on my love seat the seams are starting to come apart and has ripped further that the stuffing is coming out of it. I spoke with a Mike today(June 1st) and sent him pictures, he has advised me that Value City will fix the couches each at separate times and they can't pick up till the 26th of this month. Not only that they will be bringing my furniture to a warehouse to be fixed, so god knows what will happen between my house, delivery and warehouse with my furniture. That to me is unacceptable for me not to have couches for at least a month and a half again its ridiculous. I just want my money back. I dealt with this before and I am not going to do this again. I tried contacting value city on July 1st regarding this issue that I am not happy and I have not heard a response yet.I am a business owner my self if I conducted business and sold crap like they did I would never be able to stay in business.Desired Settlement: I just want my money back. I dealt with this a year ago of not having furniture for over a 2 months and I am not willing to do it again. Why am I having this problem again? Why do you sell bad furniture? I want my money back.I know how this will go because I did this with the other sofa Value city had to fix. They fix it and then it breaks again, they fix it and then it breaks again, then they try to fix it again. I can't afford to waste any more time or money with Value city products or service. I did this last year and I am not doing this again. I want my money back.Please help

Business

Response:

The merchandise is over a year old and therefore out of the manufacturer's warranty. The customer's merchandise is covered by their protection plan that they purchased which provides for replacement only of the piece is not repairable. The merchandise is being brought to our shop to be repaired. As a courtesy we wil contact the customer to move up their shop repair to next week.

Review: We have three pieces of furniture that are broken as a defect. They refuse to honor the warranty we purchased claiming accumulation or abuse. The furniture is obviously defective and they claim that sent out a professional who wrote up s report when he had no documentation with him

For me to sign or look over and he stunk of alcohol. He told me at the house the pieces would be replaced and apparantly his report said otherwise . I never got a warranty document at purchase the price was on my receipt and they told me everything was covered.Desired Settlement: I would like the pieces to be replaced as the tech told me..

Business

Response:

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.

Consumer

Response:

I am rejecting this response because:

A "professional" tech did come and told me these pieces would be replaced. I asked him about another piece of furniture and he explained to me that that particular piece was accumulation and something like that would not be covered but did say that the three pieces in question would be covered two pieces broke within two days of each other And the "professional" who showed stinking of alcihol had no formal report or form for me to sign he reports to several houses a day as I was told by him the night before. The pieces broke at the seam and it is apparant it's a defect. In addition I never received this warranty that is attached even though it's not accumulation I did report this within five day ls back in February and now to may how come there is no limit on when you respond to claims ???!

Regards,

Business

Response:

The customer's merchandise is improperly cared for. The only thing we can offer is a 50% refund on what was paid for the protection plan as a courtesy. We cannot refund the entire amount as finials were replaced on a bed and drawer tracks were installed in a nightstand so the policy was used.

Review: I have been a customer of value city for the past 13 yrs and have spent thousands of dollars on furniture. Just recently (1 yr ago) May 2012 I bought some more furniture which included a couch for approximately 500.00 as always I purchased the extended warranty. In the beginning of May 2013 I notice some small holes in the fabric where the white stuffing was coming through. Soon after I was vacuuming the couch under the cushions and the stapled fabric broke through and ripped on both sides. I called to have the couch fixed. The nightmare began at this point. One company came out and wrote a report that it was animal damage. This is not the case in fact I showed the man all my other furniture in the home explaining if it was animal damage all my other furniture would be ripped as well. I do have a dog and two cats that are both declawed. They agreed to have a second furniture company come out for a second opinion. The tech stated he felt it was fabric shrinkage, therefore the couch was defective. For the past 4 months I have been going back and forth with value city and the furniture service center. Recently they stated out of a courtesy they would repair the couch. After scheduling 2 appointments to have the couch picked up and fixed no one showed up. After I waited. I called and was told I needed to pay 100.00 for parts. Now this is after I paid for this furniture service when I bought the couch. I have had several conversations with one of the managers at value city and nothing has been taken care of. I explained all I want is my couch fixed. I also asked if I could get a store credit by picking something else out or to have then take the price off of the couch. I am still paying on all the furniture I bought including the couch. Just today I spoke with another manager who told me the couch would not be fixed due to it being damaged by me. This is not true!!!!!!!!! She was extremely nasty stating she was looking at the pictures. The took a few pictures with a phone camerDesired Settlement: At this point I am so disappointed in this service after all the furniture I purchased from value city, I just want to be done with this. I would like to pick out a new couch or get a refund. What a disgrace of a company not to take care of a good customer.

Business

Response:

I was unable to locate an invoice for Ms. [redacted] regarding her complaint. In order to investigate her complaint further, I will need additional information.

Name on Invoice

Phone Number on Invoice

City and State of Purchase

Invoice Number

Once I am able to locate Ms. [redacted]’s invoice, I will follow up with an offer of resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct.

Sincerely,

Business

Response:

There are rips and tears in the fabric of the customers merchandise which are not covered by the manufacturer's warranty or the protection plan she purchased. We will order the parts and pick this up to be repaired in the shop as a courtesy at no charge to the customer.

Review: About 2 months ago my power motion reclining sofa stopped working in an open position. I called customer service and made my complaint. I have a extra protection plan on my sofa. The women said okay I am ordering the parts and putting a rush on it and it will come directly to you, once you receive parts call us back and then we can set up date for technician to come out and repair it. After waiting two weeks I placed a call to customer service inquiring how much longer before my parts would come in. The person on the phone says it's coming from over seas and it can take up to 3 3 months. I said this is unacceptable, I was told when I filed my warranty service I was told 2 weeks. The person then said to me well theres nothing I can do for you. With many phone calls and messages left for supervisors to call me back no such luck! I then called there headquarters in [redacted] Nj and had a women who works there had a technician come out to put my sofa to a closed position but was still told that I would have to wait for however long it takes for the parts to come from over seas for them to fix my sofa. Now its been almost 3 months and I still have a non working sofa and now my love seat has the same problem!!! I am very upset and have non of my recliners working which I bought extra protection plans on so I could have them fixed it need be... I have asked for them to send me a new sofa and love seat and once again the only people who take my calls are workers who tell me nothing an be done and I will just have to deal with it until parts come in..The supervisors are never available and never return phone calls, I have tried to get some help but they don't care and I want my sofa and love seat replaced!!!!Desired Settlement: I now want a new sofa and love seat. It has been long enough with my inconvenience of not having what I purchased work.. I have a very bad back and buying a reclining sofa and love seat was the reason for purchase to alleviate some pressure off my back and legs.

Business

Response:

Good evening, We will offer a replacement for both pieces. thank you.

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 have been in contaced with this company to fix a table that the finish is comming off of. I have called them many time and they will not even send someone out to look at the table. They are saying that it is not a manufactures defect. I started this back in March when the table was only 6 months old and the finish started to dissapear.It is a polyurethane coated print. Every time I call they just say that they will not do anything. I feel that someone should do something with this table.I even tryed to call Ashly the maker of the furniture and they keep telling me to contacte the store. I feel that the service Dept. at Vaule City just wants nothing to do with this. AS they have not even tryed to contacted me about this nor send someone out to look at the table. The store manger sent a sale person to look at it what would they know they are a sales person not someone from services. I feel the this company just well not do anything to help out a customer and they really do not care.I have brough any of items from this store. I will not be shopping in the store again and will not recomend this store the anyone. Very unhappy customer.Desired Settlement: I would like the store to either give me a credit on the table or let me go get a new table. Not one like this one a whole new table. This table is not a good one in my eyes as to it started to have problems soon after I recived it from the store.

Business

Response:

The faux marble table in question was not defective but damaged. The customer's protection plan only covers damages to wood and not faux marble. As a courtesy we will pick up the customer's table to repair in our shop and return it to the customer when it has been completed.

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.

Review: I purchased a sofa and love seat from Ashley on 1/18/14. The sofa was delivered mid Feb. The three seat cushions on the sofa were flattening by March. I contacted Ashley Furniture home store [redacted] and was informed it was now the service department's problem, so I was contacted them on 3/13/14 @ [redacted]. They sent a rep named "[redacted] to my residence on 4/18/14, who took several pictured with his cell phone, and informed me he would write a report which would then be reviewed, and I should receive an answer as to what would be done in 7 business days. No papers were given to me to sign, just his name. I did not hear from anyone after 7 business days and called the service dept around 4/1/14. They stated they would be sending someone out to fix the cushions on 4/18/14 and that I would receive a confirmation call the night before with a time frame. On 4/17/14 Ashley's service department called indicating a rep would be out between 9a-12p on 4/18/14. By 1p on 4/18/14, no one came out and I again called the service department. I was told by the service rep that no one was supposed to come out and that they would be mailing the cushions to my house. I was told the cushions would be shipped within 7-10 business days. On 5/17/14 I called the service department and was informed that the cushions were coming from their main warehouse and would take a few weeks, not 7-10days, and there was no way to track. I then called Ashley furniture in [redacted] where I originally made the purchase and asked to speak with the manager "[redacted]. I was informed that she was unable to take my call and to leave my name and number, which I did. I feel as though I'm getting the run around and that no one knows what's going on. The sofa set was purchased in full on the Ashley credit card the date of purchase.Desired Settlement: I would like to have the cushions replaced as soon as possible with a confirmed date as to when I will receive them. Not an estimate.

Consumer

Response:

I filed a complaint on 5/17/14 with the Revdex.com for Ashley Furniture (complaint #[redacted]. The items have since been delivered. I must say though, I never received word from anyone at Ashley Furniture in reference to the issue, though I called several times. Highly dissatisfied with their company, and will no longer purchase from then again. Thank You Revdex.com for your help.

Sincerely.

Review: I purchased a dinning room set with a table and 8 chairs and breakfront in July 2013. The breakfront has been delivered 5 times already and each time it has been damaged, we accepted the 6th one only because the glass was scratched and knew it could be replaced. We called the company and they ordered the glass, when the glass came in it was the wrong glass and we are waiting now again for the new glass to come in. The table had a very servere scratch in it, that when the repairman came out to replace the glass and told us that it was the wrong glass and that he found the scratch and said he would write a report saying to replace the table not to repair it and now they are saying they need to take the table out of the house for at least 10 days and try and repair it. He said we have replacement insurance on this furniture set and had a replacement gurantee on it and instead of replacing it they want to repair it. This is an ongoing situation we have been to the store many times to talk to the manager and have made many phone calls which are never being returned back to us. The manager said it is out of his hands and has to be handled by the customer sevice dept.Desired Settlement: I want a brand new table that I have paid for, I don't want anything repaired because I paid good money for a new table not for a table that is being repaired.

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,

Business

Response:

I have spoken to the customer and we have offered him full credit for the dining room in his home so that he may select something different in our store. When the new merchandise comes in we will pick up the original dining room while delivering the new one.

Review: One of my dining room chairs has a tear in the seam of the chair. My husband sat on it, and the seam separated. I called to have it repaired under the warranty, which I paid 179.95 for. Someone came to take pictures, and noticed that there were also scratch marks on all 6 of the chairs. I told him that while I would like for those to get repaired, I would understand if they could not, and I was just concerned with the tear of the seam of the chair. He took pictures, and said someone would get back to me. The company called to tell me that they would not make any repairs, because the damage was caused by a pet. As I said to the man who took the pictures, I would understand if they would not fix the scratches which were caused by a pet, but they have to fix the tear in the seam, which was not. But every rude representative, including the "team lead" who didn't give me her name, insisted that because the scratches were there and caused by a pet, that meant the tear had to have been caused by my pet. That is an assumption, and an incorrect assumption. I was coerced into purchasing this expensive coverage by the furniture salesperson, because "no matter what happens, they will fix it," which is obviously a bold faced lie. The damage to the seam is very far away from any scratches that do exist on the chair, and, to be honest, that chair has almost no scratches on it at all, so it is very obvious that the pull in the seam has nothing to do with pet damage. They are just using anything they can as an excuse not to follow through with their obligations.Desired Settlement: I either want my chair seam repaired, or I want a refund of my 179.95. I should not have to pay for a service that they refuse to provide. And if I don't use the warranty, they give me that amount towards new furniture, but this is not the first problem I have had with them (they screwed up on delivery of an order I placed shortly after this furniture was purchased), and I will NEVER do business with them again.

Business

Response:

We replace the one chair as a courtesy to the customer.

Consumer

Response:

I am rejecting this response because:

I have not yet received anything from the business. I will accept the response if I actually receive a chair.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I still have heard nothing from the business at all.

Regards,

Business

Response:

The customer is scheduled for 11/29/14 to have the chairs exchanged. The customer will be contacted a few days before to confirm this again.

Review: I purchased a Twin Sofa Sleeper on a Saturday, June 28, 2014. My Mom purchased a living room sofa the following Sunday, June 29, 2014. Because they were both being delivered to the same address, they piggybacked her Sunday purchase onto my delivery date which was 7/3/2014. Delivery day comes and there’s only one sofa on the truck. My mothers. Someone changed my original delivery to a “pick-up”. I screamed and hollered until they pulled two skinny guys from their warehouse to make a special run to deliver my sofa the same day. All four of their arms didn’t equal one good arm. You could tell they had NO moving experience as they had no clue of how to navigate this thing through the front door and into the house. As they attempted to bring it up the stairs to the 2nd floor, they broke one of the legs off. One of them asked me for a hammer and he banged the broken leg back up into the bottom of the cracked woodwork and told me I should be okay as long as I didn’t try move the sofa around too much. As they were leaving, the other one asked me if I was going to pay them because they just did this as a favor. I told him he’d better go and collect from whoever sent him.

I called the store when they left and spoke to the general manger, [redacted]., who (in his words) said he would make me “happy”. He asked me to come into the store on Saturday. So, on Saturday, July 5, 2014, I went into the Ashley Furniture store and spoke with the “General Manager” [redacted] and he offered me three options. Option 1 – Full refund and they’ll come and remove the broken sofa. Option 2 – If I could “live with the broken sofa, he’d refund me $100 and he offered me a $100 store gift card on top of that or; Option 3 – a brand new sofa and when that one was delivered they’d remove the broken one. I chose Option # 3. So, he went to the computer and he ordered a new sofa for me with a delivery date of 7/14/2014 and gave me a receipt showing that. Well, today is July 21st and I’m still in posseDesired Settlement: They messed up my original delivery and made the second one even worse. I want the delivery of the “new” replacement sofa and be allowed to keep the broken one as well for all of the troubles and inconveniences they’ve caused me. I do not want any gift cards of any kind from their store as I have absolutely no intentions of shopping there anymore.

Business

Response:

The customer was delivered a new piece of furniture as a courtesy as the customer had paid for a floor sample (nearly half the price of new). The delivery was made 7/24/14.

Consumer

Response:

I am rejecting this response because:

Ashley Furniture is so full of it!! Don't compliment yourself with your "nearly half the price of new" comment. IT SHOULD HAVE BEEN FREE!!

1) Two sofas were purchased and supposed to be delivered together and some mn made "one for delivery and "one" for pick-up???? REALLY???!!

2) They called themselves "trying to make it right" by sending two scrawny guys later on in the day to make a second delivery. Neither seemed

to have any moving experience which was evident by them slamming the sofa into the wall while trying to navigate it up the staircase and subsequently breaking one of the legs. Then as they leaving, one of them had the nerve to ask me if I were going to pay them because they were only doing this as a favor. ARE YOU KIDDING ME!!!

3) After expressing my total displeasure to the general manager and agreeing to come into the store to discuss what they were going to about this broken

sofa, I was offered three options: a) a full refund b) keep the broken sofa, if I could live with it....what!!!??? and they'd give me a $100 and some kind of a store credit

c) since this was a clearance item and they didn't have another clearance item in the store like it to replace, I was officered a brand new one

of its kind. I needed a sofa (which is why I went there in the first place), so the choice at the time was to have them order a new one. This was all done on 7/5/2014. They gave me a printed receipt with an estimated delivery date of 7/14/2014 to deliver the new sofa and remove the broken one.

4) 7/14/2014 comes and goes and no sofa. I'm trying to exercise patience here with these people so I give it an additional week. Finally, by the 21st I call

them. These people didn't even know what I was talking about!! They had no idea where that new sofa was...in the store?...at the warehouse?...Not

a clue. After being put on hold, I'm now told "I'd have delivery on the 24th. COME ON PEOPLE!!!!

Yes, the delivery finally came on the 24th and they removed the broken one as agreed; and, yes, they were professional movers (which is what they were

supposed to be). How dare you look for Kudos for doing your job? And just exactly what "courtesy" are you referring to???!!! Your movers broke

the sofa that I purchased. You didn't have another one in clearance to give me. I certainly had no use a tree-legged sofa. It was either my

refund (and I needed a sofa) or you order a new one. That wasn't a courtesy! Options were limited and you needed to make it right. A "courtesy" is something you do "ABOVE" the mistake you made. You only did what needed to be done. I should have received "courtesy" for every inconvenience outlined above. Instead, you just used the final delivery to mask all of the foolishness you put me through.

Make no mistakes about it and don't go patting yourselves on the back either, Ashley Furniture. Let's not get it twisted or forget how we got here. I had to call and fight and make you do the right thing every step of the way. I was the one proactive here. Not you. Everything that you eventually did was as a result of one of my calls. Your definition of customer service is incompetence, lack and unprofessionalism. I probably would still be waiting for the sofa had I not called on the 21st. My goodness, this sofa was originally purchased on June 28, 2014. Almost a full month before I got it. THAT'S CRAZY!!!

Bottom line, your stinking response is equal to your stinking service. It's not enough. It falls quite short of what you could have done. Even your response wasn't

sincere and/or apologetic, but I'm not surprised. YOU'RE AWFUL, ALL OF YOU!!

Review: We have has several problems with the customer service department at this company. I ordered furniture for my kitchen living room and daughter's room in October 2013. Since then I have had to call the customer service department multiple times.

1st time we did not recieve any living room tables, so we called to check on them 2 times. Once they arrived one of the tables was broken so we did not accept it, after a month of waiting to hear about our table we called several times and finally got a delivery date only after calling the store directly to complane about the Dist. center. The table finally arrived missing the glass top, the delivery guy said we had the top when we did not and I refused to sign for it until I spoke to the customer service agent assuring me the glass would be shipped, and it never was. We called again to return the tables and had to wait another month for them. They came Christmas eve.

2nd time a large crack developed in the kitchen table marble top. I again called and was first denied any help as it was written in my terms of service that all marble is not covered, after calling the store supervisor I was able to get someone to come out and look at the table to take pictures and promised a swap. Again they never called to schedule a swap so we had to call again and wait agian. it was resolved.

3rd (present issuse) upon moving my recliner to vaccum I noticed a large razor blade slash in the back of the chair which happened during delivery. Calling them again so they can send out a tech to look at the problem, he showed up several weeks ago and took 3 pictures of the problem and we never heard from them again, until today April 15 2014 I was told wait for another call back ( that will likely never come) for them to replace the fabric. now we are noticing that screws are falling off the kitchen chairs. Dealing with this company has been the worst experiance with retail I have ever had and it is made worse by their terrible organization.Desired Settlement: I am asking for this company to replace the faulty furniture or refund my money.

Business

Response:

The customer called us with a cut in the fabric four months after delivery. This is not covered by the protection plan or the warranty but we have ordered a part for the customer to resolve the issue as a courtesy. The chairs were just reported yesterday. We will make sure the customer gets a call today to schedule to have a technician look at their chairs.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The slice was from the delivery people. Who placed the chair against a wall. And we do have a 5 year warranty on all of our furniture. It was never once mentioned that you were doing this as a curtsy to us. I always thought it was an ethical obligation to fix damaged good that you sold someone.

Regards,

Business

Response:

The repair on the chairs has already been completed and we are awaiting the arrival of the part ordered for the rocker recliner. We will get an ETA on the part and inform the customer.

Review: Purchased what I was told was a top quality leather sofa, love seat and ottoman from Ashley Furniture in July of 2013. They charged my credit card in August of 2013 ($2543.34 including the 5 year warranty) and it was delivered in September of 2013 (day off of work). In January of 2014 we called the store and was routed to their warranty department because we noticed that the "leather" was peeling from the ottoman. It took over almost a month to schedule someone to come out to take photos (day off from work). In late Febru they replaced the ottoman which we exchanged at the store. In the October of 2014 we noted that the new ottoman had the same "peeling" of leather as did the couch. They sent someone out again to take photos (day off of work) and after several weeks they had a tech come out to "paint" the sofa and the ottoman (day off of work). This seemed very odd but the tech assured me that this would resolve the issues. Then last week I noticed that the areas that were painted were "peeling" again and new areas on the sofa were also flaking off. I even noticed an area on the love seat. I immediately contacted the store who forwarded me to the customer service department. A rep named Amanda provided me an email address and asked that I send photos. I forwarded the photos with 48 hours (attached in next section). Today Amanda called me back and advised that they would be sending 15-20 boxes to my house. These boxes would contain replacement material/outer shell for the sofa, ottoman and love seat. Once I had received all of the pieces and inspected them (?) I was to call them back to schedule a time for them to pick up all 3 pieces and the boxes to reupholster the set. This would take 2 weeks or so and I would not have any furniture. When I voiced my displeasure with this offer I was told that this was the best they could offer. I asked to speak with a supervisor. A curt supervisor called me back. Out of space so please call me for that info.Desired Settlement: I would prefer a refund but if not possible I would accept a store credit to purchase a product that was not defective. I feel that the sales staff was dishonest because they led me to believe I was purchasing a top quality product.

Business

Response:

We will offer the customer credit in the amount they paid for the 3 pieces (sofa, love seat, and ottoman). When the new merchandise is delivered the original merchandise will be picked up. The customer will have 2 weeks to make the new selection.

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: ON MARCH 25,2013 I BOUGHT FURNITURE WITH A 5 YEAR PROTECTION PLAN THAT ARE FALLING APART. THEY SENT THEIR CARPENTER TO TRY TO REPAIR THEM BUT HE COULD NOT REPAIR THEM DUE TO THE INFERIOR NATURE OF THE MATERIALS USED IN MANUFACTURING THE FURNITURE. IN FACT, THEY HAVE THE REPORT CONFIRMING THE INFERIORITY OF THE MATERIALS. THE ITEMS ARE AS FOLLOWS: (1) DRESSER, (1) NIGHTSTAND, AND (1) CHEST OF DRAWS.Desired Settlement: I AM DEMANDING A REFUND FOR $897.36 AND THEY MUST PICK UP THEIR UNUSABLE FURNITURE.

Business

Response:

We will pick up the customer's dresser, mirror, chest, and nightstand for a refund for the amount they paid for those items.

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 had a sectional sofa delivered to my house by a Value City delivery contractor. Prior to the purchase, my husband and I were at the store several times, measuring each time, as we knew space was an issue. We were told by our salesman it can always be returned. I didn't realize at the time that "returned" did not equal "refund" but really means "store credit". The two men were unable to get the sofa up the stairs and into the hallway. The sofa was wrapped in plastic and had cardboard covering the corners. Once they realized they couldn't get the sofa where it needed to be, they called their warehouse to get approval to return the sofa. I spoke with a warehouse receptionist and told them that the men tried but were unsuccessful. They made no attempt to remove the plastic, cardboard or the sofa legs to get more room. I also called Vaule City, spoke with [redacted], and was told I needed to speak with my salesman [redacted] to receive a refund. I was able to speak to Mr. [redacted] several days later, but was informed by him that I could only receive store credit, or pay an additional $70 to have a redelivery attempt. I know from my several visits to the store that there is no other furniture that I would want there at this time. I also think it is ludicrous to have to pay for another delivery when either the new delivery people aren't going to get it up the stairs, or if they do, then the initial delivery service was incompetent.Desired Settlement: I would like to have my money for the sofa refunded in full. I find their customer service to be grossly inferior and I have no desire to do business with them ever again.

Business

Response:

We will cancel the sale and refund the customer their money the way they paid for it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9793637, and find that this resolution is satisfactory to me.

On Saturday I received my full refund from the company

Review: They sold me a bad product and said I was struck with it because it was delivered. They sold me a bedroom set for 1752.11 and all it does is squeak all night.Desired Settlement: Don't want other people to get taken advantage off. I spent money for quality and ended up getting ripped off.

Business

Response:

Good afternoon, Called the customer and left message to return call. I can not locate him in our system.

Review: I purchased a Durablend "leather" sectional couch ivory in color from Ashley furniture Homestore in Northfield New Jersey. I was reluctant to buy such a light color but when the salesman explained there was a extended 5 year protection plan warranty that can be purchased I asked for the details of this warranty. It was explained to me that it covered "everything" "lock stock and barrell" rips,tears,spills,stains,punctures anything even bodily fluids. For 5 years if it couldn't be cleaned or repaired to your satisfaction it would be replaced. Needless to say I bought the couch and this warranty. Fast forward to March 2015 (just shy of 3 years) I noticed my backrests were starting to crack,split and peel off the backing. I notified customer service of this issue. I was instructed to email pictures and it would be reviewed. I explained I had concerns about the seats and backrests matching due to the almost 3 years. I I asked if they were going to replace the seats too. I was told to email the pictures and they would let me know. A few days later they contacted me and would be scheduling a pick up. At this time I said will they be replacing the seats and the backrests on all the pieces? I was told yes it would be taken care of. I was specific as to all this info because I needed to make sure we were all on the same page.When they called to schedule the return my husband asked if the seats were repaired and he was told "NO". I immediatly called and was told the seats were not done because that was considered a "dyelot" issue. At no time was I ever told that was such an issue not from the first call with my matching issues to the second call confirming backrests and seat repairs. I was told to accept then look them over and call if I didnt like the seats. They delivered a totally recovered piece and the backrest only on other. I called and was given the run around. They couldn't even explain why and had no record of the seat repair but still say no to fixing my seats.Desired Settlement: I would like them to repair all the backrests and seats as I was originally told would be done. When someone sells a warranty and tells you all you have to do is call customer service they have it on record your covered they should stay behind it.

Business

Response:

The contract the customer has for service states that dye lots and variations in leather are not covered. The customer is not covered to have pieces of furniture entirely reupholstered. I have attached a copy for reference. I have reviewed our recorded conversations with the customer and the customer did not ask about dye lot and only asked whether all pieces that had damage would be repaired. This conversation took place on 4/13/15 at 9:26 am.

Consumer

Response:

I am rejecting this response because:

At no point during the conversations was there any mention of my matching concerns being a dye lot issue by customer service and they didn't tell me that it would be considered one. They said send the pictures and it will be reviewed. The April conversation I asked about the seats and was told they'd be taken care of. Again no mention of dye lot as it was never mentioned to me until the call reguarding the delivery and even still upon delivery there was one seat repaired and one not. Customer service had no reason as to why they could do one and not the other as there was no record of the seat being fixed in the first place and it is clearly brand new.

Business

Response:

As a courtesy we will give the customer credit to our store in the amount they paid for the sectional so that they can select new furniture. When the new merchandise is delivered the remaining pieces of the sectional will be picked up

Review: Purchased sectional sofa along with 5 year protection plan. Upon delivery, console hinge broken and seat (wedge) sunk in making it difficult to get out. Had 2 servicemen to my home to look at. Disagreed anything was wrong. Did not make attempt to make good on product or any alternative. Less than 2 years later - couch is falling apart. Wood popping up jabbing you , seats caving making it difficult to get out and fabric on frame ripped to name a few. Called for service. Told would be contacted in 48 hours. It has been a week. Really want some sort of refund to purchase another couch with a company who wants to satisfy their customers.Desired Settlement: Refund or replacement of better made product.

Business

Response:

I am unable to locate an invoice for Ms. [redacted]. It is likely that 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,

Phone: [redacted] Ext: 4124#

Fax: [redacted]

[redacted]@americansignature.com

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] from Value City furniture called me yesterday stating that the technician had been unsuccessful in contacting me to set up an appointment to inspect my couch. This is a total lie. There had been no missed calls or messages from value city after I spoke with Jose on 3/14/14. Funny he was able to reach me shortly after he received Revdex.com letter.

He offered to send a technician to my house. Least he can do after I paid for a protection plan. After having over two weeks to think about it, my husband and I decided that this is not an option. We had two technicians at our home shortly after we purchased sectional. They determined there was no problem. Case closed. They were unwilling to come to any other agreement. It was then I realized it was a big mistake to have made a purchase from Value City as the words customer service are not in their vocabulary.

Since we were unhappy from the beginning and my issues were never resolved, I thought it fair to request a replacement of a better made couch. Unfortunately, [redacted] informed me this cant be done.

For this reason, I reject Value City's response. I refuse to have another technician in my home to be told there is nothing wrong.

Regards,

Business

Response:

We do not allow comfort returns. We only replace merchandise if it is damaged or defective and not repairable. We had a technician in the customer's home back in 2012 and they reported that there were no defects to the merchandise just that the customer was unhappy with it. At that time we offered the customer a 2nd opinion with a different technician but they refused. They are now asking us to replace furniture that is nearly 2 years old with out allowing us to have a technician examine the merchandise. We will absolutely repair any issues the customer has with the merchandise but we can not replace it with out even being able to evaluate it.

Review: I bought a mattress and box spring from the [redacted] location and it was delivered to my house on July 12th. However, in the process of delivering the set the delivery driver broke my wooden door frame in my bedroom and scratched the paint off my wall. When I asked him about it, he quickly responded "no" and ran out the door and left my house. His partner also didn't seem to be concerned about the damage. I called the [redacted], ** store immediately to complain about the incident and a female at the store said she would have someone call me back right away. I waited over an hour and a half and called again and spoke to Jay, a service manager, who gave me an email address and told me to send pictures of the damage and he would file a claim and have it taken care of. The email address he gave me was [redacted]. I sent the pictures over as soon as I hung up the phone with him, but I never received a response stating he received them or that it was being taken care of. I waited three days and then posted a complaint on their Facebook page along with a photo of the damage and someone named Kelly responded the next day and said I had to follow them on Twitter and send the complaint on there. I did that on the night of the 16th and also sent over a picture of the damage. They responded the next day and said they would "get in touch with the store and get to the bottom of it." On July 21st, I received a call from Londell of Value City Furniture and she gave me a different email address, [redacted], and said to send over the pictures again and she would take care of it. I sent the pictures right away and never heard back from anyone. I called over the weekend and left a voicemail and Londell called today, July 28th, and claimed she never got the pictures, again. I sent the pictures to two different email addresses I was given and posted them on Facebook and Twitter. They clearly received them and are trying to avoid fixing the problem.Desired Settlement: My desired outcome would be to have someone at Ashley Furniture HomeStore aka Crest Furniture aka Value City Furniture (I'm not sure what to call them since the store I went to said one name, the official name on the Revdex.com is another name, and the name given to me by Londell is a completely different name) to address the problem, stop claiming that they have not received the photos, and fix the damage done to my house immediately and in a professional manner.

Business

Response:

Our In Home Damage Department contacted the consumer on Friday 7/31/15. The consumer will get an estimate so that we can compensate them for the amount they will need to repair the damages.

Consumer

Response:

I received the check today, so it is now resolved. Thank you very much for all your help.

Review: My husband and I purchased a sofa, two chairs and tables for our living room. The manufacturer [redacted] first said the items were discontinued but were in stock (telcon to Erica at [redacted]) both to myself and to the salesperson (Nicole) at VCF; then [redacted] advised the merchandise was not in stock but could be ordered. On the day(11/8) that the tables were scheduled for delivery VFC salesperson Nicole called me to advise [redacted] said they were not going to manufacture the sofa and two chairs above noted. WE graciously did not stop scheduled delivery of tables due that day. The merchandise was defective and consequently refused. I called on Tuesday 11/10 to advise Nicole at VCF not to request re manufacture of tables since the sofa and two chairs they were specifically ordered for was cancelled by the manufacturer [redacted]. She advised I needed to speak with the manager, Steve. He advised me he needed to contact his home office and said Nicole would call me back on Thursday 11/2 When I advised him I knew that Thursdays were Nicole's day off. HE SAID HE WOULD PERSONALLY CALL ME BACK on THURSDAY 11/12. At 4pm Thursday I called VCF and WAS ADVISED THURSDAYS WERE STEVE's NORMAL DAY OFF. As such, STEVE "the manager" DELIBERATELY LIED TO ME. When my husband went to VCF on Friday 11/13 Nicole advised him Steve had already okayed a credit to our [redacted]. As such There WAS NO REASON FOR HIM TO LIE TO ME - HE DISPLAYED A TOTAL LACK OF PROFESSIONALISM. The integrity of such an act is unforgiveable. Nicole called Steve who was not in the store at the time my husband was there and he okayed the credits to our [redacted]. MY COMPLAINT IS SPECIFICALLY DIRECTED AT STEVE the so called Manager fo the above reasons. Additionally when I called on Thursday to speak with him, Christine at VFC could not explain why Steve would have to contact home office. She was going to check with another salesperson "Meyer" who had been with VFC for 20+ yrs and get back to me. She did not call me, I called back,she sent email to SteveDesired Settlement: We sent a certiified letter to VFC to Steve & Nicole advising them to cancel open order (but unscheduled delivery) of bedroom furniture. Having experienced such unprofessionalism by both VFC and the manufacturer [redacted] we want nothing further to do with either of them. The "resolution" I am respectfully requesting is (1) cancellation of bedroom furniture order # [redacted] in the amount of $2,983.85 and (2) a necessary reprimand to Steve for his deliberate lie/ display of unprofessionis

Business

Response:

Good morning, Unfortunately we can not give full refund as customer was aware of delay on special order items, please review attached copy of signed sale. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:(1) While "we can not give a full refund as customer was aware of delay on special order items" is not acceptable to us. The vendor (Value City Furn DOES NOT NOTE THE AMOUNT "Not give a full refund " equals in dollars and cents.(2) The fact that the Vendor is saying this was a "Special Order IGNORES THE FACT that the salesperson Nicole DID NOT ADVISE US AT THE TIME OF PURCHASE THAT THIS ORDER WAS A "SPECIAL ORDER".(3) The cancellation of subject order was due to the incapacity of the merchants vendor to produce quality merchandise as evidenced by our rejection of the delivery on November 8th from the same manufacturer. (4) Additionally, as well as the instability of merchants (Value City Furn) vendor ([redacted]) to know the status of their merchandise. This is in regards to an order placed with Value City for living Room Furniture by the same manufacturer. Accordingly, we afgain respectfully request full refund of $2,983.85

Regards,

Business

Response:

Hello [redacted], Here is a copy of the charge back, we have already cancelled the sale. Thank You.