Crest Furniture Inc.

We had nothing but problems dealing with these people over there at value city furniture in green brook nj. First we were told that our delivery could come on a Wednesday. Then later we find out that it won't be able to be delivered until Saturday. That wasn't too big of an issue. Then Saturday (today) comes and the sofas get here and there are multiple slash marks with a box cutter all over both of the sofas we ordered. Then we call the customer service department to explain to them that we are having my 8 month pregnant wife's family coming over for her birthday the next day and they made absolutely no attempt at resolving the issue. We were then told that they couldn't give us a new delivery date but they would call us in a week to schedule a new delivery. This is completely unacceptable and horrible customer service.

Review: I purchased a Living room set in 2013 and also purchased the 5 year "NO WORRY' Comprehensive service agreement. There is damage to the casing of the Sofa so I called to replace the casing. After an entire month or so of going back and forth with service reps [redacted] was told that the furniture was not discontinued and there is nothing else they could offer me although my warranty covers my furniture until 2018. I reached out to my sales person [redacted] from the Cherry Hill NJ store and was told she would speak the manager and get back to me (which did not happen). Since then I have called/spoken with [redacted] on (11/16, 11/18, 12/2) several occasions and was told that she's sending emails to [redacted] at Crest Furniture and [redacted] is supposed to be handling my issue. I let [redacted]now that I have not heard from [redacted] or anyone from Crest Furniture. At this point I'm getting no where with [redacted] and it's obvious, she never returns phone calls and she told me there's nothing she can do but send emails to [redacted]. So I suggested she should contact [redacted]'s Boss she then provided me with the name of the Regional Manager Allen Gold but she could not provide a phone number or email for the Regional Manager.

If my issue is not resolved I will never step foot into another [redacted] / Crest Furniture Store and I will contact every local news station in the Delaware Valley to warn other consumers about my horrible experience with this company.Desired Settlement: The warranty I purchased is supposed to cover my furniture until 2018. I'm aware that the furniture I purchased is now discontinued, but I would like replacement of my furniture. Either offer me a new Loveseat and Sofa or replace only the Sofa. I'm pretty sure there is furniture in stock that is similar to what I originally purchased in 2013.

Business

Response:

Good afternoon, We will offer a resection/store credit for both pieces.Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I'm not sure what "resection/store credit" means. I would need clarification from the business before I accept the offer.

Regards,

Business

Response:

Good morning, Reselection/store credit means that we are giving the customer credit for what she paid for sofa and love seat towards a new purchase, once we deliver new furniture we would pick up old furniture.Thank you.

Review: I purchased furniture on 11/4/14 for the total of $2,294.54 which included a "5 year protection plan." I have had issues with the cushions upon delivery. Value city replaced the "bad" cushions with more bad cushions. NOONE in service ever returns my call(s)- 37 to date! I've been calling the store to get updates... on or about 11/26/14 I was informed new cushions would be ordered and sent to my residence... upon my receipt of same... I was told to phone service for an installation appt. On this date I again phoned the store... [redacted] had previously told me the cushions would be delivered the first week of February; only to be told the cushions would be shipped on 3/26/15!!! this is NOT acceptable, furthermore I have new furniture which We cannot use!!!! At this point. I have lost all faith in value city and would request a refund and have this merchandise removed!!!!Desired Settlement: refund my money and pick-up bad/broken/damaged/unusable goods!!!!

Business

Response:

We have offered the customer full credit for the sectional they purchased so they can pick something different out at our store. When the new merchandise that is selected is delivered we will pick up the original sectional at the same time.

Consumer

Response:

I am rejecting this response because:

there is nothing within your store in which we like or fits our decor! Hence why we purchased this furniture in question

Regards,

Business

Response:

We will schedule the pick up of the customer's merchandise for a refund.

Review: On 11/28/15, my fiancé and I went to the Ashley’s Furniture at [redacted] Three days prior, my fiancé and I bought out first home. While our new home was our first major purchase, we wanted our second major purchase to be a new sectional sofa. We purchased a mocha sectional sofa for $2,374.28. Then the unexpected occurred. As per the call from customer service for delivery, I was given no options on delivery dates and times. The representative stated that they would not be able to accommodate weekend delivery for 3 weeks. Out of total shock and desperation to receive our furniture, I scheduled our delivery for Friday, 12/19/14. As a school administrator, I was completely distraught that I needed to take off of work due to the inflexibility of Ashley’s delivery service. After never receiving a follow-up call the day before or day of to communicate the timing window for delivery, I waited at home for my furniture to arrive. The must upsetting part of our experience was that incorrect pieces of furniture were delivered to our home. We ordered all reclining pieces. The two armless chairs that were delivered were not reclining pieces. 6 calls to customer service and 3 visits to the store later, Ashley’s furniture final figured out the problem and reordered the correct two pieces. On numerous occasions, we were told that we ordered something discontinued. I was saddened by the unprofessional nature of our sales consultant who kept saying “you” ordered a set that was not possible to obtain. After management realized that the sales consultant put the wrong color for the two pieces in the computer, the manager arranged a new order on 1/13/15. The manager had promised that we would receive the items on the Saturday right after the pieces were delivered to the store/factory. Once receiving the call the week of 2/03, the representative stated they stated they could not accommodate that delivery and the first weekend delivery would be on 2/15/15.Desired Settlement: Ultimately, we waited 79 days to receive the items we purchased. After purchasing the set, the whole experience has had a lack of customer service and lack of attention to customer satisfaction from close of the sale to delivery of the correct pieces. As new homebuyers, we put good faith in Ashley’s that our living room would be furnished for the holiday season. In stead, we got 4 pieces that are 3 months old and 2 pieces that are brand new. All pieces are not cohesively the same color due to the age and use of the furniture. furniture that does not match each other. My fiancé and I have been extremely patient throughout this whole process. Ashley’s behavior has been unacceptable. I believe that all the pieces should have been replaced in a timely manner. In lieu of all the events, I believe we should receive a whole new set. For missing one day, $279.20 was deducted from my pay. I also believe that I should be compensated with a discount for loss wages and inconvenience.

Business

Response:

We will replace the entire sectional for the customer so the dye lots will match. We will enter $150 store credit as compensation to the customer to purchase anything in our store.

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 in terms that the delivery will be timely and Fiancé and I will not have to miss work to receive the items. We would appreciate promo weekend delivery. [redacted], from Ashley's furniture called this past week. I returned the phone call and left a message. I have yet to hear back. I am going to call on Monday when she is back in the office. I look forward to resolving the issue asap.

Warm Regards,

Review: I purchased a mattress in the showroom after trying out several mattresses. The mattress delivered to me was not the same quality or firmness of the one selected. The one in the showroom had a label sewn on the mattress, the one I got has a tag on it. The names read the same but the one I have is really flimsy. When I walk by it the mattress moves unlike that at the store. After notifying them, they refused to exchange it or to take it back and refund my money.Desired Settlement: I would like a refund and them to take the mattress and box spring that I purchased back. I have no confidence in an exchange at this point.

Business

Response:

We will schedule to have the mattress picked up. Once the mattress is picked up the customer will be able to contact the store with the information regarding the card that they purchased it on so the full amount can be placed back on that card.

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 leather sofa and recliner on 8/24/2010, Received it on 09/21/2010 . The color is Burgundy and I purchased a NO WORRY WARRANTY for 5 years. On 12/26/13, I needed service because the color was wearing off. They sent a repair man down to paint it. He painted it a lot and I believe in doing this it comprised the material. Shortly after this the color again started to ware off in the same spot. It also began to rip. My warranty states it will fix rips, cuts and tears. I called Ashley again on 7/10/2014. They sent a repair man over and as soon as he walked in he said he could not repair it and proceeded to take pictures. I waited over 2 weeks for a response from Ashley about what they intended to do about it and after a number of calls I spoke to a person named[redacted]. She informed me they would not fix it because it was normal wear and tear. I told her the area was comprised because of them painting it and it made the material dry rot. She told me my warranty did not cover normal ware and I told her I didn't think it was normal that the painting cause the problem. She told me that it wasn't and they would not do anything to correct it. How can they see it was normal wear from a picture? The sofa is 3 1/2 years old and it is only me here. I truly believe the paint caused the problem. No other area is tearing. I believe that because they can't repair it and may have to replace it they are using the normal ware and tear exclusion.Desired Settlement: I would like the area to be fixed and if it can't be fixed I would like it to be replaced.

Business

Response:

We will order a new seat casing and footrest and send it to the customer. When it arrives the customer can contact us and we will send a technician to install it.

Consumer

Response:

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

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

Regards,

Review: A sofa purchased from Ashley Furniture that is still under warranty began to show damage on 12/12/15. A call was placed with Ashley Furniture the same day and photographs detailing the damage were also sent on 12/12/15. A response was guaranteed within 3 days (business day vs. non-business day was not specified).

7 days later, no response was received and another call was placed on 12/19/15. After this call I was guaranteed a call from a repair person within 48 hours to schedule an in-home appointment.

8 days later, no response was received and another wall was placed on 12/27/15. Customer service rep again reiterated someone would call me. A request to be transferred to a supervisor was denied. However, I was promised a supervisor would call me later that day. No such call was ever received. A second call was placed on 12/27/15 and I was told the supervisor left for the day, but they would call me first thing in the morning.

Today, I placed another call requesting to speak to the supervisor. The customer service rep said I would receive a call from a repair person today. No such call has been received. I have still not had an opportunity to speak to a supervisor or to have my issue escalated.

I paid extra to have my furniture covered under warranty and my requests to have this warranty upheld have been continuously dodged. All attempts to have the issue escalated have been ignored. All promised deadlines for response have been ignored. I am no closer to resolution on this issue than I was when the issue was originally raised on 12/12/15.Desired Settlement: I request two outcomes from the business:

1. A call from a supervisor and an explanation as to why it has taken so long to resolve the issue despite numerous follow ups.

2. The warranty to be honored with either a repair or a replacement issued in a timely fashion as promised at time of purchase.

Business

Response:

Good afternoon, This customer is scheduled for a service technician to inspect and repair if possible for 1/16/16. Thank you

Review: I bought a table and chairs at the store and it is covered under warrenty . The vendeer is covered and I placed a call with the company and they gave me the service department. I called and they sent someone. he took pictures and said he could not fix it. Asked me if it go wet from the open window. I said no that it has an large over hang from the porch in front of the window.

He proceeded to tell me they would probably give me an replacement and I explained I was moving out of state and needed to get this resolved. He then said tell them that when you call and they will probably give you a credit to buy one at the new location. I was told I should hear something that Monday, and I did not.

I waited 10 days and called myself. I left a message and when I did not hear back I followed up with a call. I was told they were waiting to hear back from the service man. They needed to find out from him weather it was defective material or caused by the customer. I was told to ignore was he said he could not authorize a replacement. They would get back to me later that day or the next morning.

I followed up today since I never heard back from that women almost 10 days ago and they said it was under review. Then she said no they are not going to cover it , they believe it was caused over time by the sun. I asked her since the entire table was at the window why the one corner and she said that does happen quite often. So I asked her again how one piece separates by the sun, if that happens often is it not defective material? No it is the fault of the consumer since it is in front of the window.

I hung up and called the store and explained I had bought this table and chairs and the warrenty and how they were not standing by the warrenty. She said I would have to talk to customer server and transferred me back to the same people I had been speaking with.Desired Settlement: I want a refund. I bought the furniture and the warrenty , and expect it to be honored. I would of be fine originally with a store credit to replace the furniture , but at this time I do not want to deal with this company and the poor quailty of furniture and custmer service. Why talk people into warrenties and then not honor them.

Business

Response:

The merchandise was delivered to the customer over 4 years ago so we cannot offer a refund as the value of the merchandise has depreciated. We will offer to pick up the table and have it refinished in our shop.

Review: I went to Value City Furniture on Saturday February 1, 2014. My husband and I purchased a bedroom set. We were scheduled for delivery on Tuesday February 4th. When furniture got here we notice a chip in the chest. The delivery guys called there boss and were told that they will have a new one delivered Thursday February 6th and they would take the damaged one with them, no problem. Wednesday February 5th we never received a call with a delivery time so I called the store at 7:53pm, I spoke with a woman and was told my delivery window is 9-1pm for Thursday (today) the 6th. At 1pm they still had not arrived so I called to check on what was going on. I was told that there was no delivery scheduled for today. They don't know who gave me a time frame or who said it would be delivered for Thursday. The chest is on order and wont be in until next week "sometime". I did get a call back from store manager [redacted] who was extremely apologetic and said he would look into who miss informed me and why. He also said he will have ours sales woman Kayla call us when it is in the warehouse to personally schedule the delivery for us. I appreciated him getting back to me.Desired Settlement: I want the piece of furniture we ordered that we were told we would get delivered today "unchipped". This is not the first time we have had issues with Value City Furniture. I keep giving them the benefit of the doubt and buy more from them and every time there is some type of issue. Their customer service needs serious improvement. We just spent over $1700 and were told we would have it February 4th and now here we are February 6th with no furniture.

Business

Response:

We are contacting the customer today to schedule the delivery of the new chest.

Review: I bought a sectional sofa about 3-4 weeks ago. I took the cushions out to find a toy that my son lost and saw these little bug that quickly crawled away. I then picked up all the cushions and found several clumps of black small bugs. I immediately called value city furniture in [redacted] NJ and was transferred to an operator in [redacted] NJ. I asked to speak with a supervisor and was given a man by the name of Brandon. I explained the entire situation to Brandon and was told by him "There is nothing I can do to help you and we have never had a bug complaint". I told him I find this very hard to believe because after I found these little bugs I googled value city furniture and bug and saw several forums regarding their furniture and bedbugs. Brandon also said "Someone who had bedbugs probably came to your house and sat on your couch" Then he chuckled. I asked Brandon to speak with someone higher up then him because I didn't feel that he was being helpful, especially with the laughing. He said he cannot do that and will not transfer me to anyone else. I do not want this couch in my home. We have a meticulous pet free home and I cannot allow my 3 children to even come remotely close to this couch. My next move is to call an exterminator to investigate. In the meantime I do not want this couch in my home and I do not want to pay for it!!!Desired Settlement: I would like full credit and will gladly return the couch.

Business

Response:

Good afternoon, We see that the customer called a month after delivery, unfortunately we can not pick her furniture for a refund as we do not know if customer had bugs before furniture was delivered to her home. Value City Furniture does not have bed bug.

Consumer

Response:

Yes we are still having an issue with value city furniture.

Review: In 2013 I purchased a stain protection warranty with my new couch. I was told it was good for five years, and if the stain could not come out, they would replace the fabric. Last month I placed a service call for a stain. The person came out, poured chemicals all over my couch and told me that the stain can’t come out and that he will send a new couch cover.

Two weeks ago I was told it was not being covered because the couch was in the sun. Now I have a couch that is in worst shape then when the repair person came out. Ashley Furniture misrepresented there warranty when I bought the couch, and I was lied to when the service repair man came out. I paid for a warranty they will not honor. I would not have bought the couch if I knew it had no protection plan.Desired Settlement: I want new fabric for the couch cushion they damaged.

Business

Response:

Good eveningI called customer and she will send me pictures of her furniture after the technician visit, will make decision once customer sends the pictures.thank you.

Consumer

Response:

The business says they are waiting for pictures. Ashley Furniture does not pick up the phone and does not reply to messages left on their voice mailbox. Ashley furniture never provided an email address to send the pictures to. It would be great if they a) assigned this issue to a particular person b) provided a person's email address to send the pictures to c) gave a case number or something to reference my issue. It has been months since I've tried to resolve this. Thanks

Business

Response:

Good afternoon, Please review attached photo, after speaking to Mrs. [redacted] on Thursday 10/15/15 at around 6:46pm we agreed on me sending her a text so that she can get the number because she was driving and can was not able to write it down.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.

Review: I purchased an extended protection plan on two couches that covered product replacement if it is non repairable damage.I sent pictures in and the associate said that it was accumulative damage and it's not covered. I called when I saw the surface flaking off. The couch that is used more is worse. I told the girl that I was sold a plan that I could never use. She said " that's what sales people do, they sell you things!"I told her I would never buy anything there again. She seemed happy about that and hung up. Supposedly the conversation was recorded.Desired Settlement: I would like the product replaced as that is what they talked me into paying extra for.

Business

Response:

We will replace the customer's love seat and sofa.

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 bought a Couch back in 2014 I purchased the extended warranty with it as well. since two weeks after the manufacturers warranty has been up I have been fighting with them to honor the replacement of my couch (which broke prior to the 1 year warranty being up I would have called immediately had I known the extended warranty would not be honored). today I finally got them to realize the back was broken after my 2 year old son was stabbed by the wood and they said they would send someone out to reattach the piece. when I was sold the extended warranty I was told if something like this happens they will REPLACE the couch with out question. you can look up my case and request to see all records of me calling its under the phone number ###-###-#### and the number for the purchase I believe is [redacted] or that was the case number they gave me. ..I spent over $600 on this couch and the fact that it broke prior to the original warranty was up and I didn't get around to calling till two weeks after I feel like a got a lemon.Desired Settlement: I would just like the couch to be replaced, It is broken and is a hazard. screwing together broken wood or replacing the one piece will not suffice as all the wood is bending and will most likely break as well.

Business

Response:

Good afternoon, We will replace the sofa.thank you.

Review: I PURCHASED A COUCH AND RECLINER IN JUNE 2013 I PURCHASED A 5-YEAR PROTECTION PLAN AS WELL. I PAID $1763.59 ITEM [redacted] AND ITEM # [redacted]. THE COUCH ITEM [redacted] HAS HAD 3 REPAIR ISSUES SINCE PURCHASE AND STILL IS DEFECTIVE. #1 2014 NEEDED TO BE RESTUFFED ON LEFT SIDE. #2 ENTIRE LEFT SIDE DRY ROTTED AND WAS PEELING. BOTH THESE REAPIRS WERE DONE IN MY HOUSE. #3 ENTIRE COUCH WAS DRY ROTTING AT THIS TIME CRACKING IN SEATS STUFFING GONE COUCH VERY FLIMSEY. THEY CAME PICKED UP THE COUCH ON OCT 7 2015 LEFT US 2 ELDERLY PEOPLE WITHOUT A COUCH FOR 11 DAYS WE HAVE ISSUES STANDING LONG PERIODS, THEY RETURNED THE COUCH ON OCT 18, 2015 AND THE ENTIRE RIGHT SIDE WAS STILL DRY ROTTED AND SAGGING, THE SEAMS WERE LOOSELY SEWN, THE COUCH WAS IN HORRIBLE CONDITION. I PAID $1763.59 THIS COUCH HAD TO BE REPAIRED 3 TIMES ALREADY AND IT IS STILL IN DEPLORABLE CONDITION , THIS IS A LEMON COUCH I SHOULD NOT HAVE TO PAY GOOD MONEY AND HAVE A POOR PRODUCT LIKE THIS. MY 5 YEAR WARRANTY HAS A 3 OCCURRENCE RULE AND NOW THEY SAY THEY WILL NOT REPAIR IT ANYMORE! I AT THIS POINT DON'T WANT IT REPAIRED ITS POOR QUALITY AND A LEMON I WANT CREDIT AND THE ABILITY TO PICK OUT ANOTHER COUCH OF EQUAL VALUE I FEEL [redacted] SHOULD BE RESPONSIBLE TO GIVE ME QUALITY MERCHANDISE FOR MY MONIES AND STAND BEHIND A DEFECTIVE PRODUCT SUCH AS THIS. I WENT TO THE STORE ON 10-18-2015 RIGHT AFTER THEY RE DELIVERED THE DAMAGED PRODUCT AGAIN AND WAS TOLD CORPORATE WOULD CALL ME IT'S 10-21-15 I STILL HAVE NOT HEARD FROM ANYONE AT [redacted]. I WANT CREDIT AND THE ABILITY TO GET A QUALITY FURNITURE SET FOR MY MONIES IF THEY REFUSE I WANT THIS ON THEIR RECORD AND I WILL TAKE LEGAL ACTION .....Desired Settlement: I WANT CREDIT FOR THE AMOUNT I PAID TO GO TO [redacted] AND PICK OUT A QUALITY PIECE OF FURNITURE THIS IS A LEMON COUCH THE RECORD SHOWS IN 2 YEARS THE MAJOR ONGOING PROBLEMS I HAVE HAD WITH THIS COUCH ......IF I AM NOT GIVEN A QUALITY PIECE OF FURNITURE AND CREDIT TO PICK OUT A QUALITY PIECE I WILL TAKE LEGAL ACTION AND GO TO THE NEWS MEDIA I AM HOPING THE Revdex.com CAN ASSIST SO IT DOES NOT COME TO THAT. THIS IS A DISGRACE THAT I AM HAVING THESE ISSUES AND THE BUSINESS HAS DONE A POOR JOB REPAIRING THIS COUCH ITS A LEMON I WANT CREDIT AND A NEW ITEM.

Business

Response:

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

Review: I bought a mattress from this business. In less than 30days it started to sink in the middle. The company says it didn't sink enough to get a replacement or my money back. The mattress has a ten year warranty, it should not have sank that fast ..I'm am starting to have back pain from sleeping on this mattress. I do not have another thousand dollars to by another. And they are ignoring my issuesDesired Settlement: I would like to have my money back

Business

Response:

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

Review: My husband and I recently purchased bedroom furniture from Ashley Home furniture store. Prior to the delivery of our furniture on Sunday March 15, 2015 I called the furniture store to ask about ordering table lamps and the woman on the phone told me that I had to order the lamps on line. I then called the store again today to ask if items are purchased online could they be picked up at the store. The rude woman on the phone appeared to be unsure; after placing me hold she told me that there was not an online store. She then transferred to [redacted] who is a sales associate and he informed me that there is not an online store, and that I could not order any Ashley Home furniture store. both associates were extremely rude; I have made multiple purchases from Ashley and after the customer service that I received today I regret that my husband and I made a purchase at Ashley furniture. All of this because I was trying to order lamps to go with my new bedroom furniture.Desired Settlement: I would like to understand the process for ordering online items. Also, I don't appreciate the customer service that I received and I would not recommend anyone to make any purchases. Speaking to customers in an inappropriate tone should not be acceptable and associates should be educated on the product and services that your store offers.

Business

Response:

I have spoken to the customer regarding this issue as has the store manager of another one of our locations. I have also given the information regarding the customer's unfortunate experience to our general sales manager so that the issue can be addressed with that location.

Review: we had bought a 3 piece sectional back onmarch 24 2013.we had it redone with certain material .by the time they redone the furnituewe got by may 12 2013.we had to have them come out on numerous times.the recliners on both sides did not close right.the cushions were not stuffed right.the manufactory rep said it was all alright.they sent another from value city who has done work on it.now the wedge is broken which waiting to have fixed.but also seen that mateial is ripped on the recliner.every time we turn around thier is a problem with this set.we have even told them that it was not the set we had ordered.now here we are at the end of the month and warrenty is up.I have written the main office about my concerns and told them this set keeps having problems.I have asked for money back or extend the warrenty.never got a responce back from them this was february 16,2013.we spent alot of money on this set2124.00 to be excat.we are not happy with all these problems.we need your help thank you.Desired Settlement: I want either money off this set or extend the warrenty

Business

Response:

We have sent a technician from the manufacturer and one from our company. They have both agreed that the rest of the sectional (aside from the wedge) has not had any defects, that they have been customer preference issues. We have allowed our technician to order a smaller footrest and stuff the furniture more for the customer's preference as a courtesy. The wedge is set to be repaired on Friday.

Consumer

Response:

I am rejecting this response because:

we keep having problems with this set not customers option,it is the set the way was put togther,for instance new wedge had to be redone for the manufactor made it wrong.so now still waiting for a new wedge.value city needs to stand by thier product,either some kind of reund or I want warranty on this furnityre

Regards,

Review: Bought a children room furniture never delivered on hold during construction paid in full 1360 dollars can use because of new construction I wanted a refund they said I would have to take a 25% restock fee 340. or buy something for $500 dollars I said give me refund of 1020 and a store credit of 340 will be something down the road they refused I believe this is UNFAIR practice forcing me to buy something now No help from regional manager Ron never answered 8 messages the 500 to buy something was a manager Mike at the Middletown NJ Office this unfair all im asking refund and store credit which fair.Desired Settlement: see above refund of 1020 and store credit of 340

Business

Response:

Good afternoon, We already gave the refund for $1230.96 on 9/17/15.

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: purchase a mattress and box spring within 60 days it broke and was replaced. 60days later same problem with box spring and mattress...now Ashley is refusing to replace even with a warranty and there customer service reps are rude I explained I am handicap and they still refuse to help even eithin warranty and product was not even 90days old b4 it brokeDesired Settlement: want my money back and will never purchase from Ashley again

Business

Response:

We will deliver the customer a new box spring and remove the old one at the same time.

Review: I purchased furniture from this company at the end of September 2013. I bought a dining room table, a server, additional chairs, an entertainment center, and a sectional couch. I had an advertisement with me to show them that I found a cheaper price for the same furniture, prior to my purchase. They said they cannot price match, but if I purchase the furniture from them, they will give me a 5 year warranty, and no other company does that. So I proceeded to purchase it from them because I felt it was worth it to pay a little extra for the furniture to have that 5 year peace of mind. It wasnt until I just recently I pulled my receipt out to get their phone number, that I noticed that they didnt give me the warranty, they charged me for it. Had I known that before the purchase, I would of bought the furniture at the store where it was cheaper. I called the store and asked for the manager twice this week, and he has yet to call me back. I am highly unsatisfied with the quality of the sectional couch, and that is what I was calling them about. It hasnt even been 6 months, and the top of the cushions are sagging, and the material has done nothing but create severe static electricity. Ive done everything possible to reduce it, but even putting out $200 for an entire house humidifier didnt even help. Its the only place where we have the static problem, therefore, its the material. I have a friend who purchased the same couch and has issues with it as well.Desired Settlement: I was willing to return the sectional sofa, and get a different one through them and even pay the difference if it was more money, but since they wont even return my calls, I just want my money back for the sofa. I wont ever do business with them again.

Business

Response:

our records indicate that the customer has not called the service department to report these claims. We would be willing to offer the customer credit for the merchandise they have in their home to our store to pick out another set as a courtesy but we will not be offering a refund at this 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 can provide phone records to prove that I called 3 times and even held a 5 minute conversation with a female manager at the cherry hill, nj location. She refused to help me and stated that they will not accept anything that has been in a home for longer then 3 days. She told me she would have another manager call me back. I never received a call back any of the 3 times they said they would. I am accepting this offer only because I just want this resolved. I however, do not like that they are saying im lying about calling. If you would like phone records, please let me know. I will be happy to provide them. Thanl you.

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,