Crest Furniture Inc.

Review: I PURCHASED A 5 YR PROTECTION PLAN ON 10/07/2011 AND NOW WHEN I TRIED TO SUBMIT A CLAIM I WAS TOLD I AM NOT COVERED BECAUSE IT WAS USED ONCE IN 10/2013 FOR A RECALL.

WHEN I RECEIVED THE REPLACEMENT (RECLINER THAT HAS A PROBLEM) IN 10/ 2013 I WAS TOLD THAT MY PROTECTION PLAN WOULD NOT BE AFFECTED BY THE RECALLDesired Settlement: REPLACE,REFUND OR REPAIR

Business

Response:

The customer's furniture had a one year manufacturer's warranty. After the one year warranty expires the protection plan is in affect. The attached document the customer was provided with on purchase states that if a piece is replaced under the protection plan the protection plan will not continue on the new items. If anything is serviced or replaced after the manufacturer's warranty has expired no matter what the reason is, the claim is against the protection plan. The customer received full credit to the store for 2 year old merchandise according to the protection plan.

Consumer

Response:

I am rejecting this response because: L THIS WAS A COMPANY RECALL AND SHOULD NOT AFFECT THEIR POLICY

Review: On 10-10-2012, my wife and I purchased a living room set. We opted for the additional 5 year "WORRY FREE" Crest warranty. On Tuesday 7/21/15, my wife and I had a baby. Unable to make it to the hospital in time, the baby was delivered on our recliner at home. In addition to the birth, my wife's water broke while sitting in the recliner. After returning home from the hospital, I was pleased to learn that I was still within our 5 year warranty period. I reviewed all of the warranty paperwork and "human bodily fluids" is clearly covered.

I called to initiate a claim and spoke to numerous representatives to send pictures, etc. After not recieving return calls for 2 days, I escalated the issue to a manager. I received a call from a supervisor (Sylvester). He informed me that "accumulated bodily fluids are not covered under the warranty". I was stunned. He further explained to me that they could do me a favor and send someone to attempt to clean my recliner but that was it. I explained that I did not think merely cleaning the surface was going to be sufficient. I further explained that I had attempted to clean it when returning from the hospital and was told that by me cleaining it, I voided my warranty. Does any reasonable person think it is acceptable to not clean up after a child birth to file a claim for a piece of furniture?? I asked to speak to a manager and was told a manager would tell me the same thing. Even still I insisted. I was told there was no manager there that day. I requested a return call from one and received none.

I called this morning and was advised by a representative that it was noted that my claim was denied?? He did state it was noted to forward to a manager. Instead of spening time with my wife and newborn, I've spent hours on the phone trying to open a claim. Worst experience ever.Desired Settlement: I am asking Crest to simply honor the warranty that I paid for. The warranty basically states they will attempt to repair/clean the item. If a technician cannot repair or remove the stain, Crest will replace the item with an identical piece. If it cannot be replaced, I can select a replacement of equal value.

Business

Response:

The customer has received credit for the amount they paid for the chair to the store so they can pick a replacement chair. When the new chair is delivered the original chair will be picked up at the same time.

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 April 24, 2013 I purchased a white leather living room set from Ashley Furniture Store, located at located at 3670 Welsh Road, Willow Grove, Pa. 19090-2939,

and financed from their finance department, better known as [redacted] at the same location. [redacted]'s telephone # [redacted].

The total contract including interest was $4,196.70, which by the way I am still repaying. $1,750.54 for the furniture and the balance comprised of interest, etc.

Included in this total amount was $159.95 in which Ashley Furniture Home Store Distribution Center was paid by me, through [redacted]. Ashley's Distribution Center is located at 30 Tower Road, Dayton, NJ 08810, Telephone #1-800-994-7514. The $159.95 represented a 5 year protection plan which included fabric protection from a variety of things including ink stains.

My twin grandsons (ages 2 years) were visiting in November 2014 and when I returned from the bathroom, the both of them had scribbled on the furniture. I reported the damage. The same technician showed up twice (on two different occasions) with a plastic bottle of something in his hands. Instead of cleaning the furniture, he took some pictures and said that they would contact me in about 3 days. They did not contact me. I called them about a week or two later and got the run around. After persisting, I finally spoke with Mrs. [redacted] and later to Mrs. [redacted] who both informed me that the ink damage was excessive and they would not be repairing it.

My Agreement says nothing about the accumulation of ink damage, it only declares that the damage would be repaired or replaced. I am now calling on you to please help me to bring justice to this situation.Desired Settlement: I desire for them to first of all clean and repair my furniture as the Agreement indicates. Secondly, replace the furniture if they choose not to repair it. Lastly if they choose not to do either the first or the second option, then to refund my money in full.

Business

Response:

I have attached several pictures showing that their is an accumulation of pen marks throughout the sectional. I have also attached a copy of the customer's warranty which states under the cancellation portion "any merchandise deemed by a professional technician to have an accumulation of damages will result in cancellation of the policy." We will refund the customer for the amount that they paid for their protection plan as a courtesy as they are not happy with what the plan covers.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The ink accumulation is a matter of opinion. The Agreement does not indicate how many ink strokes is considered an accumulation. Why make up something now?Maybe the Technician is just lazy, and/or maybe Ashley is so accustomed to short changing its customers by not honoring their Agreement.I want what I paid for. Please remove the ink, and/or replace the furniture and/or refund my money in total and in full for what I paid for it - all $4,000.Thank you

Regards,

Business

Response:

The contract states "deemed by a professional technician" to have an accumulation of damages. The report for this customer stated "Technician inspected 3 arm less leather chairs and chaise. SN# [redacted]. SN# [redacted]. SN# [redacted]. Service man found seat cushions on 2 arm less chairs have ink marks all over. Service man found inside back and seat cushions on 3rd arm less chair has ink marks all over. Service man found inside back and seat cushion have ink marks all over on chaise. Service man feels contract void due to accumulation of damage." According to the contract purchased by the customer accumulation is to be determined by the technician which the report states. We can offer a refund as stated previously on the protection plan as the customer is unhappy with what is covered by the contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:There is no where in the Contract that states clearly the definition of "Accumulation".Please tell me how many (give me the actual number) of excess ink stains that took the damage into the "Accumulation" status?Did I have 1,2, or maybe 3 stains too many? Does 100 stains define "Accumulation"?or does the energy of the Technician for that day, or his or her work load define "Accumulation"?what about the attitude of the Manager for that particular day?Please explain? You are insulting my intelligence!

Regards,

Business

Response:

The contract states "deemed by a professional technician to have an accumulation of damages". The report states that the technician has deemed this set to have an accumulation of damages. The number is not specified in the contract only that the technician deems it to be an accumulation.

Business

Response:

We will attempt to clean one piece at a time in our shop as a courtesy. The customer will be contacted to schedule the pick up.

Consumer

Response:

I spoke with [redacted] from Ashley. They have agreed to come to the house and pick up 3 sections of the furniture, one at a time, beginning on Thursday, April 16, 2015. They will keep the furniture for a maximum of 10 days, keep it and repair it. Once this is done, they will return the furniture and pick up the second sectional and duplicate the process under the same terms, return it and pick up the last and third sectional to repeat and complete the process, under the same terms and conditions.This is satisfactory to me providing they repair the furniture the way it should be looking (upholding Ashley's prior apparent reputation) and not give me a half-hearted job in an attempt to shut my mouth.Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

To Whom It May Concern: I am writing to reopen file #[redacted]. I desire to reopen the case because the company lied to me, maybe to shut me up and slow me down. The details are this: I received a telephone call from Ashley and we agreed that they would be here on Thursday, August 16, 2015 to pick up one piece of the furniture to clean it, return it and then take the other pieces out one at a time. They would be calling me the day before and inform me as to the time of the pick-up. I received a call the day before and I was informed that they would be here between 1:00 p.m. and 5:00 p.m. This time frame was not convenient for me, because they neglected to previously inform me that there would be a four (4) hour window. However and nevertheless, I rescheduled some appointments to assure that I would be home during this long 4 hour window. THEY DID NOT SHOW UP, NOR DID THEY GIVE ME A COURTESY CALL TO INFORM ME THAT THEY WOULD BE LATE. It was not until 5:21 p.m. that they called me from telephone #[redacted] informing me that they were on the way to my house. It was too late. I had already left the house 10 minutes prior en route to some of the appointments I had to reschedule to accommodate the 4 hour window. I believe that they did this on purpose to spite me, a form of RETALIATION! At this point all I want is all of my money back that I paid for the furniture, ALL $4,000.00 Thank you, -- [redacted]

Business

Response:

The customers are always informed it is a estimated time window. Occasionally drivers will run into traffic or other delays. We can attempt to reschedule the customer for a more convenient day but we will not be refunding the money for merchandise that was damaged by the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Ashley indicates that they will reschedule to pick up the furniture at a more convenient time? for who?It does not make a difference what time is scheduled if they are not going to honor the time frame?I modified the time frame they gave me to be convenient to me, THEY DID NOT HONOR THEIR WORD (as we see is the case with them). What are they talking about?They are playing games. Stop playing games. Maybe if my skin was a different color they would treat me with a little more dignity.This is unacceptable. I foresee a problem here. And they want to play me back and forth like this on 3 different trips with 3 pieces of furniture. No way!I am holding on to my claim that their reaction to me was a form of retaliation.

Regards,

Business

Response:

We are willing to clean the product pursuant to our contract and time frames as stressed before are estimated. We treat all of our customers the same regardless of their race.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The last response from Ashley is an untruth, I am beginning to see a pattern here.I have inside information that when Caucasians clients from the Horsham, Willow Grove area, etc. have similar issues with their furniture, the furniture is repaired IMMEDIATELY, REPLACED and/or REFUNDED in full. It is because of this knowledge that I am persuing to this extent.The nerve! I really did not expect this type of run around. Treat me like the Caucasians, and refund my money, NOW!The customer is always right, Right?

Regards,

Review: I purchased a rocker recliner from this company in April of 2013, along with the recliner I purchased a three year extended warrently in addition to the one year warranty that comes with the chair. One month after receiving my chair I called the company because my chair was never really right it didn't close right and reclined too far back. The company sent out the "Furniture Doctors" which found that there was a factory malfunction with the mechanism of the chair. The work was finally completed after approximately two months waiting for an approval and scheduling an appointment for them to install the new part. I then contacted them in January of 2015 because the color of my brown leather is turning tan on multiple parts of the chair. After sending multiple pictures in because they no longer send anyone out they contacted us and left us a voicemail stating that the cause is from hair oils and they are declining our claim because we did not report it in a timely matter, due to them declining this claim it voids my warranty and I can no longer contact them with any problems with this chair. When my husband returned the call questioning how this is possible the women became very nasty stating we can pay for someone to fix it but other then that we are no longer under the extended warranty. He then asked to speak to a supervisor the customer service representative then stated there weren't any there and we are all adults here there's nothing more they can do. I contacted the company myself leaving a message with no response. The part that bothers me the most is the fact that I spent over $5000 on furniture at this store and just finished paying off my loan because I financed all the furniture through them.Desired Settlement: I want my chair to be corrected or replaced, that is the reason I purchased the extended warranty.

Business

Response:

We will give the customer credit to our store in the amount they paid for the recliner to select something different as a courtesy as fading is not covered by the protection plan. When the customer's new selection is delivered the original chair will be returned to the warehouse on the same day.

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, [redacted]

Review: The leather couch I bought was peeling and I called for service. I was told by the repair guy it had to be replaced and he sent a request for new covers. I was told when the covers come in the mail do not open the box and call to make a service appointment. I waited several weeks and called to check on when it was coming. I was told request was dismissed because product was no longer available. The supervisor was rude and hung up on me. I called back and asked to speak to a supervisor by the name of [redacted]. He never called back. I did get a return call fro someone else to say cushions could not be replaced because I didn't call sooner. This makes no sense. I feel that if it was not covered by my warranty the repair person sent to my house to look at the couch should have said it was not covered not that it would be replaced.Desired Settlement: I would like my couch replaced because I feel that is what is fair

Business

Response:

The protection plan states that anything deemed by a professional technician to be an accumulation of damages will not be covered. The customer has cracking on all of the seat casings of the sofa as well as the arms. This was deemed by the technician as an accumulation and he repaired the arms as a courtesy. We will give the customer credit in the amount they paid for the sofa to the store so they can select another sofa as a courtesy. When the new selection is delivered the original sofa will be picked up at the same time.

Review: A power recliner was purchased in August along with an extended warranty. The back of the recliner started to get a small hole in it so we contacted customer services and a repair order was initiated. A “technician” was sent from all furniture to do a simple repair by changing the piece of leather. When the “technician” left my house the recliner was left unusable. My wife was pressured by the repair company to have it done on Friday March,13th because that was the day they would be in the neighborhood. She was told that the only person home would be my son and was informed it was a simple job and they just needed someone to let them in. The chair is now totally broken and unusable. With numerous calls to customer service their only answer is that they will be able to pick it up in mid-April to bring it in for shop repair. THEY broke the chair and I am supposed to stare at a broken chair for a month. Again, THEY BROKE THE CHAIR.Desired Settlement: The only acceptable outcome would be for them to replace this chair immediately with a NEW chair or store credit or a full refund including the warranty cost and I will purchase a chair from another retailer. Fixing this chair at this point is not a viable option because I don't know what mechanical damage their "unqualified technician" did and the power mechanism is NOT covered under my extended warranty. This chair is six months old and it is just taking up space in my house right now

Business

Response:

We will replace the chair for the customer.

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 purchased a brown leather sofa and love seat from [redacted] furniture one year ago and have been having trouble with the leather peeling ever since. I did purchase their protection plan (good thing).the sofa must be pleather not leather because I have had to have the leather fixed 3 or 4 times. I feel this will continue to happen regularly. I feel that this is an inferior product and would like to change the sofas. [redacted] furniture disagrees they want to continue fixing it. I have a 5 yr protection plan and I feel that this is getting ridiculous and will continue to peel.Desired Settlement: want to pick out new sofas that are not brown, and definitely wont peel! especially just turning a year old.

Business

Response:

We will allow the customer to have credit for the amount that they paid for the sofa and love seat in their home to the store to select something different. The customer will have 2 weeks to select something different. When the new merchandise is delivered the original sofa and love seat will be picked up 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: Our family purchased a [redacted] kitchen set from Value City, we also purchased the extended warranty. Over the course of 12 months we have had to call the service dept to come out 3 times for screws falling out of the chairs, and damage. ALL covered under the initial 12 month [redacted] warranty or our extended warranty. One of our chairs broke while someone was sitting on it because of screws that had continued to fall out, we called VCF and set up an apt. Over the course of over a month our apts were cancelled, or the service crew failed to show. During the time in which we were "re-scheduling" with the company on our children cracked a spindle on a second chair. THIS DAMAGE SHOULD BE COVERED UNDER OUR EXTENDED WARRANTY---as we very clearly asked when we purchased the warranty if damage from our children would be fixed.

When the service technician finally arrived I showed him the handful of screws that had fallen out, and the 2 damaged chairs. I also showed him a third chair that had been damaged in delivery a few months earlier. He said he would check to see if he could replace the 3rd chair as well, he said that if a replacement of the 3rd chair was not approved , he would "fix" it when he returned to replace the other 2 chairs

After nearly a month later I had not heard from VCF. I followed up for weeks without a return call. Finally I spoke to someone, named [redacted] and they told me that we had waited too long to report the damage. I agree that on the 3rd chair we waited to long and therefore I accept that chair will not be fixed. However we did notify VCF of the other 2 chairs in a timely manner.

I have followed up with a supervisor named[redacted], at ###-###-####, again it took weeks to hear back from her, On 3/20 she stated that she would look into my case and get back to me. It has been 2.5 weeks since [redacted] told me that she would follow up with me. I have left [redacted] 4 VM's since the date of 3/20 and still have not heard back.Desired Settlement: I would like the 2 chairs, one with a broken spindle, and the other from the faulty screws falling out, which caused the chair to give away at the bottom and fall apart, to be replaced AS PER MY EXTENDED WARRANTY AND THE [redacted] 12 MONTH WARRANTY.

I realize that we notified VCF too late for the 3rd chair.

Business

Response:

We will replace all 3 chairs for the customer.

Review: We purchased an Owingsville kitchen set from Value City in Green Brook, NJ. The actual set was initially delivered 12/27. Within a couple of days (1/1) I reached out to the company to tell them that the applicable set had scratches and that we needed a replacement, in addition to leaving a message I also reached out to the store manager whose name I believe was Tom. A week went by with no return call or any follow-up. I then decided I was going to stop in the store to see if I could get my issue resolved. The store manager on duty assisted me with reaching the service department, after texting the service department pictures of the scratches they agreed that the set would be replace with a NEW set or at minimum table table. After about two weeks the company came out to replace the top of table only, not a new table as promised. In fact this set smelt of some time of paint smell indicating it had been stained and was not new. After examining the table I realized that the replacement table top was just as damaged as the initial, both missing paint in some areas and also having a scratch as well. I once again attempted to reach out to the store leaving messages for both the store manager Patrick and the service department (after holding for roughly 30 minutes), speaking with Jessica and Jennifer the receptionist. And still no resolution!Desired Settlement: The desired result is that we get a brand new replacement kitchen set that is unblemished.

Business

Response:

We will replace the table for the customer. We ask that the customer refuses any merchandise that they wish replaced at the time of delivery in the future as this speeds the replacement process.

Consumer

Response:

As promised Value City many weeks later (3/14/15 to be exact) did deliver a new table and as suggested I inspected the new table and everything appeared to be fine. However, when they had me examine the table they did so in my living room, they set the table up and asked me to inspect. After receiving the go ahead from me that the table was fine they proceeded to set the table up and left. After they left I have now noticed that the table does not match the chairs! Because the company did not replace both the complete set (table and chairs) they appear to be two entirely differently shades of white and do not match. In an attempt to resolve the issue on my own I sought out a quote from a contractor to paint the set, the result was a $900 quote which is not feasible at all.I am once again asking that the company either replace the set complete set (table & chairs) to ensure that the items completely match or at this juncture refund the money and take back the set. I emailed the manager of the store Patrick directly and have nothing back. I even offered to come to the store personally and switch my set out with the set on display.Please tell me what can be done.

Business

Response:

We will replace the set for the customer.

Review: We purchased a sectional sofa on 7/7/2012. We have been going back and forth with customer service for over a year. The salesperson told us cushions were covered and the customer service people have told us not after one year. We purchased the 5 year extended warranty after being told they were covered. The cushions started to wrinkle and sag a few short months after purchase. However, because of some circumstances the sofa was not a priority for a while. When I had enough of looking at the poor quality of a sofa that we have to pay for for 5 years. I contacted Value city at about 13 mths after purchase (on 7/31/2012) to be exact and had returned to the store about a month prior to that to inform salesman we originally dealt with. He told me I needed to contact customer service and handed me their number . He did not mention I had a very short window of time to do that(about 2 weeks). I called Value City cust. service on 7/31/12 and was told the cushions weren't covered after one year. I specifically asked in the store if the couch was covered if cushions started to wrinkle and sag and was told yes. Today, May 13, 2014 I thought we were finally going to have some resolution. Value City mailed replacement cushions to us and set appt. for repair guy to install today. I was told the guy would sew them. After being here a little while he called office and was told to leave our home because the work would take too long,etc. Customer service is now saying they would send a truck to pick up our sofa to fix.Desired Settlement: I am not exactly sure what the best settlement for us would be at this time. All I can say is that we would like to see a good quality sectional in our living room considering we are still paying for the sofa and the extended warranty for more than 3 more years. To have a purchase give out before it's paid in full is sad. I believe a good quality replacement sectional and/ or refund would be good. I am hesitant of store credit if this is how long Value city sofas would last.

Business

Response:

The customer was provided with a contract that does not state cushioning as one of the issues covered by the protection plan. The customer was offered the repair as a courtesy. The customer has refused to allow us to pick up the pieces to have them repaired in our shop. The offer of shop repair still stands.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I asked about cushion sagging when we paid for extended warranty and was told it was included. Asked again in person at store I purchased at (less than a yr. later) and was given same response. Also, was not told that I had I had to file my complaint in less that a week for warranty to be valid on cushion.I also had a service man out as so called courtesy and was told the man would install the cushions at my house when customer service set up the appointment. Bottom line, we have been lied to about what the extended warranty includes when we spent the extra money for it and lied to that the repairs would be done in our home the day we rearranged our day for the repair man. Then he left without doing the repairs after speaking with customer service. Who takes up the prior two months saying they are sending cushions, then next call they are not sending them. Our cushions arrived sporratically and we were told when we got them the repair person would be out to sew them on. The furniture is very poor quality and two of the cushions they sent that don't require sewing(for the loveseat are already sagging). My ideal settlement would be refund and the ability to purchase sofa somewhere else that would last a lot longer than months before cushions sag and wrinkle.

Business

Response:

The merchandise is nearly 2 years old so this is a courtesy repair. The best I can offer is to have the technician attempt to repair this in the customer's home.

Review: We had a very large order with Ashley's furniture. We have several pieces in which are defective. Dining room table top finish isn't even, paint on chairs are bubbling and the cork plugs (to hide screws) are falling out so easily, the footboard to our sleigh bed is peeling wood and lastly one of the pieces to my sectional couch sounds like their is paper inside of it. We purchased all of our furniture in September 2014. We called Ashley's told them about our issue and they sent out a gentlemen who took pictures and told us we would receive a call within a few days. Well, two weeks passed. I had to call THEM! They preceded to tell me the table and bed footboard need to be picked up. WAIT WHAT? They are taking my dining room table for 7-10 days without offer to give a temporary replacement? After asking about the bed they told me they would put "something" there to hold the bed up! These pieces are defective. I want new! I don't want it taken for 7-10 days and returned after they just do a quick sanding and staining for the defect to come out again later. I have a two year old who eats at that table several times a day! Not right! The lady from Ashley's customer service pretty much told me to buy food trays! Also, she said the chairs were denied because they weren't listed on the "list" of things to inspect! I ensured her I told them about the chairs! She tells me they will have to listen to the phone convo. Really? Now they make me feel I am a liar! This phone convo between this lady and occurred today, 2/20/15! I am very upset and spent about 6,000$ at Ashley's to furnish my home and this is how they treat their customers for THEIR DEFECTIVE PRODUCT? I won't ever purchase their again or recommend!Desired Settlement: I want a new table instead of taking the one My family eats at everyday for 7-10 days! I want the bubbling paint chairs to be replaced and cork screw plugs given to me to put back the ones that fell out, and I want a new footboard to my bed. The couch sectional needs to either be fixed or replaced. It shouldn't sound as if you are sitting on a bag of chips!

I seriously can not believe I am having to write to the Revdex.com to get my voice heard!

Business

Response:

The warranty for the customer's merchandise provides for repair rather than replacement. In the interest of resolving this issue we will replace the customer's table and foot board as well as the 2 chairs they are having an issue with. The sectional has had a technician out to assess it and he has found that it is up to manufacturer's standards.

Consumer

Response:

I am rejecting this response because:

I want another opinion and I want someone else to come out and hear what I am hearing! If you run your hand over the top of the one sectional you'll hear what seems to be plastic under the fabric! If this is normal why don't ANY OF THE OTHER 4 pieces to this sofa make that noise????

Business

Response:

We will offer a 2nd opinion from a different technician company. If that company finds the piece to be defective we will correct the issue for the customer but if they agree with the first technician that there is nothing wrong the claim will then be closed again.

Review: We bought a 5 year protection plan on furniture purchased at Ashley Furniture in Fairless Hills, PA. The ottoman required some repair work. We called to schedule a repair in April through Ashley's customer service number ###-###-####. They sent out an inspector on May 29th from "Furniture Doctors" @ ###-###-#### which comes up as Value City Furniture on the Caller ID. Value City Furniture's address is [redacted] which is the same address on our delivery receipt from Ashley Furniture Distribution Center. Furniture Doctors is under contract with Ashley's. The inspector said that he was going to recommend the top section of the ottoman be replaced or the scratches and tears would be filled and blended. We called June 16th and they said the parts were ordered and they would schedule for pickup once the parts were in. On July 2nd, we called to find out what was going on and they scheduled the pickup. The ottoman was taken for repair on July 19th. When it was returned in August 9th, the scratches and tears were still there. What they did was paint the whole ottoman with a stain or something that did not cure. The ottoman is now sticky and smells. The material is now covered in lint and dirt because the surface is still tacky. We called several times to get them to send the inspector out to review the work. He came out Aug 26th and said that he couldn't fix what they did. We called on September 16th, to find out what was going on. They said the report was due to them the next day and they would call with a solution. Today, September 28th, they have yet to call us back. The ottoman is still tacky and full of dirt and lint. All our calls were to Ashley's customer service number ###-###-####.Desired Settlement: We want the ottoman replaced or receive store credit. Their customer service is not very responsive to our calls. This has been going on for 6 months.

Business

Response:

We will allow the customer to receive credit to our store to select a different item as this one is no longer available. When the new item is delivered we will pick up the ottoman.

Review: I purchased a sofa/love seat combo 5/13. I spent an extra $100 for a 5 yr warranty. After about a yr 1/2 to 2 yrs a problem developed with the sofa, sitting on it, you would sink almost to the floor. The 1st tech thought he was there to replace cushion covers, the second tech repaired the problem. But the repairs only lasted a few months. The original tech returned and after consulting another tech, determined the sofa could not be repaired in-home, and would have to be taken out to be repaired/replaced. We were to expect a call within 2/3 days to set up an appointment. After a week I called them and was told that they had decided not to repair the damage, it was, "to extensive and was not reported in a timely manner." Afterward, management called my wife, and(rather nastily) told her, "to read the warranty. You only get 3 service calls per item." The first time a tech showed up, he did nothing, yet they are still considering that a valid service call. And personally, if [redacted] sends a tech who can't fix it right, I don't think I should be held responsible. If it ten times to fix it right, the send out ten techs.Desired Settlement: Repair the sofa once and for all. and if the repairs do no last through the length of the warranty, I expect to have it fixed by [redacted] techs, or have [redacted] pay to have me have it repaired by a qualified furniture repair shop. Either that or replace the sofa if the model is not discontinued.

Business

Response:

Good afternoon, This customer is scheduled to have sofa picked up for shop repair to be repair on our warehouse shop for 2/14/16. 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: Not even two months after the purchase of our couch, we noticed the armrests were mismatched, the stitching started to pop, the mechanics of the recliner broke, and the cushions began to sag. We immediately contacted service. Over the last eight months, service has been giving us the run around and we have yet to have our couch repaired or replaced. We have made over 20 phone calls, set up numerous service appointments, repeatedly contacted the store manager, customer service, and corporate. No one seems to know what they are doing. It is going on almost a year that we have this dilapidated piece of furniture and yet to be given a re-selection or refund as promised on numerous occasions. They have also promised to return phone calls which were never made, send service techs that never came, and made inaccurate, false notes on our customer account. After being called "unreasonable" from the store manager, we are at the end of our rope with Value City. We do not wish to conduct any further business with them. We want a FULL REFUND on our Value City Wells Fargo credit card for all furniture, protection plans, and taxes incurred from our living room furniture purchases--a total of $2,024.95Desired Settlement: We do not wish to conduct any further business with Value City. A week after we purchased our couch, we also decided to purchase a set of arm chairs (from Value City as well) to go with the couch in our living room. Since Value City has neglected to service our couch and we wish for a refund at this point, we also want the chairs to be taken back as well so that we have no constraints on our search for new living room furniture. We want a FULL REFUND on our Value City Wells Fargo credit card. All furniture, protection plans, and taxes for our purchases comes to a total of $2,024.95

Business

Response:

Good evening,I called customer and spoke to Mrs. [redacted], Mrs. [redacted] is willing to go to the store and reselect on a new set for a living room and if she finds something that does not matches her two arm chairs we will give her store credit for the two arm chairs.

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 IF, and only IF, we find a product that we like. If not, then we will request a full refund.

[redacted]

Review: I purchased a table and chairs from Value City furniture and they are falling apart. The screws keep falling out of the chairs making them unstable to sit on (they could possibly fall apart when someone sits on them). I have a cat and I am concerned that if a screw falls out when I am not home my cat will eat it. I have been back and forth on the phone with Value City Furniture for months now and nothing is getting resolved. I told them I want a bank check and to take the furniture away and they refuse to do that. I have been to the Middletown NJ location many times about this and the manager, [redacted] told me that once they sell a piece of furniture they no longer have anything to do with it. I have at least one payment left, I am still making payments on a defective piece of furniture. It is a safety concern for not only me and my daughter but also for my cat. If one of us sits on the chairs that a screw has fallen out of it can collapse and if the cat eats the screw she is going to get very sick or worse.They will not work with me at all and everyone I talk to gives me the run around. I do not understand why I can not get a refund back for the money I have already paid for a defective product, especially since it isn't fully paid off yet.Desired Settlement: I want them to give me a bank check for the money I have already given to them and for them to come to take away the table and chairs.

Business

Response:

Good evening,We have been trying to call the customer to schedule in home repair as this is a customer cause damage and we can not give her a refund or store credit when damages are caused by the customer and are repairable.Thank you.

Review: We purchased our furnitire 11/21/2015 from the PHILLIPSBURG NJ location and recieved a delivery date of 12/8/15. Took day off from work accordingly only to get a call half an hour before our window that the merchandise was damaged and would not be delivered. Left the house only to recieve a all 2 hours later by delivery people saying they were outside my home with the delivery (of said damaged furniture?). I could not make it home therefore could not recieve delivery. I called later that afternoon to reschedule and was given a date by csr Fred giving me a date of Saturday Decemmber 18th. My husband recieved a message saying THEY reschudeled for the following Tuesday (not by our consent). I contacted someone and decided on a date of 12/21/15. At this writing, I am well passed my delivery window. I have written an email to customer service about previous delivery problems, no response. I called and asked customer service to be transferred to someone who can help me with this issue and was told they would pass an email along. There was apparently no one I could be transferred to or number I can call, according to the Phillipsburg Ashley furnitre.Desired Settlement: Contact by someone who can offer a true solution, as I have now missed 2 work days with no delivery, or refund without any sort of restock fee, as I have upheld the consumer end of delivery process.

Business

Response:

Good morning, It seems that this customer did not purchase from any of our stores as we do not have any store in Phillipsburg. Thank you.

Review: I purchased furniture and had it delivered on January 24,2014. The furniture was was all covered by the extended warranty I purchased from them. In April of 2014 I placed a claim regarding the love seat being broken. Almost 2 months later after numerous calls they sent a replacement piece out to repair the recliner . The tech stated once he installed the part and he saw that it was still not working properly that he would relay the message to the company . In his follow up report he stated the repair was completed and everything was working fine, which was not the case. After another series of back and forth calls I got them to send another repair company out of which they correctly noted that that wrong part was installed and he would recommend and replacement . It is now august 29, 2014 and I still have not heard anything about my issue. I have had this furniture for 7 months with it being broken for 5 of those 7 months. At this point I want to exchange my furniture for something that is up to better standards. Calls to the company and managers have got me no where. I feel like they just spinning me off to talk to someone else. I am a federal officer working for the [redacted], serving the people of the United States and I feel like I deserve to be treated better than a criminal to correct this issue.Desired Settlement: Exchange my couch and love seat with something more durable than what was provided

Business

Response:

We will give the customer credit for the living room set they have purchased to pick something different at our store. When the new merchandise is delivered the original set will be picked up for return to the warehouse.

Review: Purchased a leather sofa for $728.35 on 2/16/11. Most of the sofa is split in little pieces. To me, this should not be. Daughter has one over 4 years old with not a hole in it. When I sent them e-mail pictures of it and went to store to complain they said "Warranty is 1 year." This is ridiculous that a sofa should fall apart in that length of time. I feel they should have done something about it and definitely will tell everyone I know not to shop here. We are not wealthy and cannot afford a new couch.Sincerely [redacted]Desired Settlement: They should let me select a new sofa at their store for the same amount.

Business

Response:

The customer has had the merchandise for nearly 3 years. We have a one year manufacturer's warranty on the product. We also offer a 5 year protection plan to every customer for an additional charge that this customer chose not to purchase. We can not be held responsible for a product once it has greatly exceeded it's warranty.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To me, this couch should not have fallen apart like that in this amount of time. No one that I know purchased a leather sofa and had it fall apart in this amount of time. My daughter has had one for 6 years and it's perfect. We have no children in the household. Whoever made this junk should be held accountable.

Regards,

Review: Believe it or not, I just got off the phone with a Value City Furniture Rep. in the Complaint Dept. Howard [redacted] @[redacted] who stated he will get back to me tomorrow, Tuesday, Sept 29th 2015.

I still very much want to explain my situation as briefly as possible. This whole situation has made me ill from stress and worry - think of just the aggravation and it is going on a full year in only 73 DAYS. How do they get away with it? Is my health and time worth anything? "HERE IS MY STORY" the short version

Delivery date 12/12/2014 - Complaint date 12/12/2014 - [redacted] Repairman Garry - 01/17/2015 (his report repeated my claims on damage, broken, and re-stabled back together the chair they delivered to my home as a new chair. I was told that this Lane chair is not longer available and they cannot get it or the fabric, which I selected as my main design in my living room. [redacted] insisted that I must choose another chair and fabric. I told them no way as I felt I held up my end of the purchase and it was the failure of [redacted] product and service and overall treatment in such an unprofessional manner. I have never been treated like this ever before in my life. I requested a refund check after they pick up the broken, used chair they delivered to my home on Dec 12, 2014. This chair pick up happened on August 2, 2015 and I have been waiting for a refund since then.....I have also requested a copy of [redacted] store police on refunds. NO RESPONSE (that is what they are good at: No response) They have told me that they will now issue me only a store credit.

On Sept 3rd I once again tried to resolve this issue by phone and by email to them and NO RESPONSE.

This is where I draw the line - No more will I take being treated like this and I will never go near a [redacted]/Ashley Store ever again.

I thank you for your time and I hope that resolution comes soon.Desired Settlement: Just want a REFUND CHECK made out to me!

AMOUNT $470.80

Business

Response:

Good afternoon, We have sent a check for the amount $480.80 on 9/29/15.Thank you.

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 appreciate the help that the Revdex.com does to protect the consumer. Thank you for you time and help regarding my voice to be heard.

Review: On 8-5-15 present at store looking to purchase a secretary desk. Saw one w price of $338. Salesperson stated that this floor model was sold. For a new one the price would be $479. We said no my wife gave the sales girl our home phone# if the person who bought the floor model no longer wanted it and left the store. Arriving home a message was on our phone it was the sales girl. My wife called her she informed my wife that we can have a new one at the price of $338 plus delivery charge $30 and required tax. The salesgirl stated that they have one in the warehouse. We informed her that we will take it and come in tomorrow which was 8-6-15 She would be into work at 12noon. On 8-6-15 I was present at the store and she was checking delivery dates for me which I thought was taking a long time so I approached her and she informed me that they sold the one in our warehouse yesterday. I couldn't believe what I was hearing u called us late in the day confirming the discussed price and availability. Furthermore,

she stated that she has a floor model in another store if I want it. I say forget it and exited the store in discussed

In my opinion, this was a typical bait and switch scenario.Desired Settlement: Provide a new one at the original price quote of $338, with free delivery not to be charged $30 to deliver. No floor model .

Consumer

Response:

Kindly withdraw the aforementioned complaint number. I have come to an agreement w the co.