Crest Furniture Inc.

Review: the dayton nj wharehouse for ashely furniture has cancelled 5 deliveries after making me wait all day each time. the furniture was purchased 2 months ago & I still do not have all of it. the wharehouse manager foy keeps giving me excuse after excuse of why they can not deliver my furniture. they will not send yet another truck with my delivery today even though they deliver untill 9 pm est time. they call & set up the delivery schedules with me with late night 5 hour windows even though it is very inconvient. I can not get any resolution from customer service or the milleville store. I am beyond irate & frustration. I can not get a hold of any other managers in any other departments in any of the other locations nor [redacted] & [redacted] & l[redacted] voice mail, email, etc. it is completely unacceptable! they claim yet again they are delivering it tomorrow & I have to wait between 9am & 1 pm this time so this will be attempt #6!Desired Settlement: at this point I want them to take it all back & give me my full refund plus the purchases of velvet feet protectors I had to put on them. & I will go somewhere else! or a hefty additional discount or refund! I also wanted reported & the delivery wharehouse repromanded, retrained & learn the customer is always right & just because I have free delivery doesnt mean they get to jerk me around! they can make it possible to send another truck with my furniture they still had 5 more hours to go. they just didnt want to be inconvienced but I have to be 6 times now! totally unacceptable!

Business

Response:

Myself and the general manager have been working with the customer to resolve her issue. I have issued $100 store credit to her for the inconveniences she has experienced.

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: Purchase sofas at Value City Oct. 2013 (2,332.49) including insurance. In Nov. 2014 notice that as we sit on it it made a bucket hole. Contacted the company and open a respective Insurance Claim to have the Sofa fixed.

Well we are in May 2015 and we continue to wait for the parts to arrive from China......

It is far, but even a canoe would be faster.

I keep a log of my calls to them, but even today I called again and they do not have a date for the sofa to be fixedDesired Settlement: repair the sofa...........once and for all

Business

Response:

We will contact the customer today to schedule the shop repair.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Simply informing you that it has been 1 week since you have contacted Value City (5/5/25) and they still have not called usThank you for all your efforts,

Regards,

Business

Response:

I apologize for the miscommunication. The customer will be contacted today.

Consumer

Response:

Simply to maintain you informed. Value City called and then I called them back yesterday. The next opening they have is June 5th to pick up the Sofa and take it to their shop to be fixed, which they say will take 5 to 10 days to fix….Well, we will see….hard to believe after almost 6 months of trying to get a response from them.I want to thank you, because every time you contact them they actually act.Thank you again,

Consumer

Response:

Value City pick up the sofa to be fix as scheduled on June 5th, They brought it back today June 17th, BUT ……..I CAN’T Believe it still not fixed,.. They had the sofa in their shop for almost 2 weeks and they send back the damaged product, only fixed 1 out of 3 damaged parts. Please see attached pictures.As I explained before I have Value City of what was happening to the sofa in Nov. 2014 and multi calls to a “Manager” called Tania (x-[redacted]) since November 2014. Every person you get, you have a different story. This is the Nightmare sofa….Plus they did not bring in a loner for us to sit until is “fixed”……………I am exhausted of working with this company, what do you recommend? – Take them to court?- Or take them to public media? – Or both? It has been almost 7 months of this run around.

Business

Response:

The merchandise is being returned to the customer on 6/24/15.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Good Morning [redacted], Giving you an up-date, and also copying Value city, July 24th the sofa was delivered again (3 seats). This time Value City has fixed it (~80%), the part that they did not do a very good job at it, is the comers where the sponge continues to be exposed, therefore the problem will persist and with a bit of use we will be back to the original problem again; just a question of time. Picture No. 1 and 2 and 3 show the sponge exposed and rubbing into a piece of wood which is part of the sofa infrastructure. Which was how the problem started last time (my first call to them in Nov. 2014) then the sponge started falling apart (old pictures sent to you and value city where it shows missing and ripped fabric) I also purchased at the same time a 2 sitter therefore I went to look at, because we do not have a problem with that one. Pictures 4 and 5 shows this sofa is well made, the sponge is not exposed and the fabric surrounding the sponge is sawn together as one piece not open (as shown in pictures 1,2 and 3). Therefore, what is rubbing the infrastructure wood is a fabric which slides smoothly not a sponge which falls apart as it rubs into the wood. What should we do? Send it back AGAIN….., to have them fix it correctly (100%) or in 6 months or a year (that was how long it lasted before), call them again and start the Nightmare again? – Please let me know. Thank you again, for you to contact Value City because I lost faith after my 6 month of constant tries.

Regards,

Business

Response:

We will offer the customer credit in the amount they paid for both the sofa and love seat to our store so they can select something different as these pieces are no longer sold. At the time the new pieces are delivered the original pieces will be picked up for return to the manufacturer.

Review: I purchased a sofa and loveseat and a 5 year warranty with this purchase 4 years ago. I submitted a request/pictures for a repair to my sofa, as requested by customer service, and was then denied the request by a Crest customer service representative who stated since there were 3 areas with cracking/peeling it is an "accumulation" issue and the company will not repair the sofa, which is still under warranty.Desired Settlement: I need the three areas which are peeling/cracking on my sofa repaired.

Business

Response:

We will contact the customer to see what parts will be needed to repair their sofa. When the parts come in we will pick the sofa up and repair it in our shop as this is a large job.

Consumer

Response:

I am rejecting this response because:

My name is [redacted] and my complaint ID is [redacted]. I was emailing your company to let you know that my original complaint was never solved. Crest has been delaying the repair of my sofa even though they stated they would repair it. First they requested I send pictures of the sofa to order the needed parts, then they stated they didn't get the email with the pictures. Then I resent the picture of the damaged areas and then I called back and they stated my request for a repair was denied AGAIN.

Regards,

Business

Response:

We will replace both items (sofa and love seat) for the customer. When the new merchandise is delivered we will be picking up the defective merchandise to return to the factory.

Review: Bought furniture from Ashley Furniture on 10/30/10 which included a leather sectional and a recliner. Both pieces of furniture are in need of repair from leather peeling to stitches coming apart. I also paid for a 5 yr protection plan that would have included these repairs and they have told me that they will not cover any repairs.Desired Settlement: replacement of the recliner and the stitching repaired to a satisfactory condition

Business

Response:

We will replace the recliner for the customer and repair the sectional.

Review: When we originally purchased our living room coffee table we opted to purchase the Crest 5 year "No Worry" Comprehensive Service Agreement which covers accidental scratches, gouges, chipping, checking, cracking and other problems including cigarette burns surprisingly. After having a family function at our home we discovered that there were several gouges and scratches so we contacted Crest, they sent out a representative and he took some pictures and said someone will call in 3 to 5 business days. On day 6 I contacted Crest and the women there said it was under review and that if they would do anything they would repair it but that they would not replace it even though the contract says that if they can't repair the item they will replace it with the same item or give you a store credit for the same purchase price. Today my wife received a call from the Crest representative telling her that they would not repair the furniture or replace it and we shouldn't have had people over our home and let them wreck our table but they would credit us the amount of the service agreement towards a new purchase. That is unacceptable and defeats the whole point of having the coverage agreement.Desired Settlement: At this point I'm extremely frustrated, I would like them to honor the contract by either repairing or replacing the furniture and an apology from Crest Furniture for having that kind of attitude towards its customers.

Business

Response:

The table will be picked up for shop repair as a courtesy to have it refinished.

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.I have also been contacted by the company and have scheduled a date for the piece of furniture to be picked up and be repaired. Let's hope the issue is actually resolved.

Regards,

Review: I purchased a power reclining sectional on June 8th, 2015. Delivery took until June 21, 2015. The delivery men arrived with the furniture and set it up. Afterwards informed me that the power reclining function of the left seat was not functioning. I was told that the store was closed as it was Sunday and I needed to call the next day to have a technician come out and fix it. The problem was written on the receipt. When I called the customer service today I was told that it would not be able to be fixed until at least the end of the week if not next week by a very rude representative. When I asked to speak with her supervision about her mannerisms I was told the supervisor was unavailable after being put on hold 3 separate times. I purchased this sectional for a party I am having in my home this Saturday. Having a nonfunctioning piece of furniture is unacceptable.Desired Settlement: I would like the item to be fixed or replaced within the next two days so that if the complaint is not resolved I will have time to purchase another sectional from a competitor in time for my party

Business

Response:

We will be exchanging the left facing love seat on Thursday.

Review: We ordered a number of furniture items from Ashley in the amount of approximately $4,700. We ordered a bed frame with storage drawers, two night stands, a men's dresser, a ladies dresser with mirrors, a table with six chairs, and a server that goes with the table. We were given interest free financing until 2019 for all of the items.

We had our first delivery of the furniture in early August which was about two weeks from when we bought the furniture in late July. Upon receiving the delivery, the delivery men brought the furniture in. Right away, I noticed damage to server. The server's one leg was at a 45 degree angle and the whole thing could have collapsed and injured someone (it did fall on my foot when I went to move it a few days later). The delivery guy fixed the leg with a drill, but everytime he moved it, and I moved it, it came loose. There was also chipping along the finishing. I told him that I wanted a new one. He said that he will leave it there for us so when we have guests that they can see the furniture. I found out the policy is that the items should have gone back on the truck. Upon examining other items both during the delivery, I noticed that there was a chunk of wood missing from one of the chairs. I told the delivery guy that I wanted a new chair. He said he would leave that here too. The delivery guy also setup our bed. Everything looked fine except there was a missing centerpost from the slat roll. The delivery guy said it should be like that. Upon talking to the store, it apparently shouldn't be like that. I also noticed damage to our table because the legs had chipping, and the table had some spots that weren't finished properly.

After the delivery, I was told that I should take pictures of all the items, inspect the items, and send the pictures to [redacted] I was told that I should address everything to [redacted] Upon inspecting the items, I noticed more issues. One of the night stands had a drawer that kept popping open, there was a one inch indentation across the front of the ladies dresser. The drawers on the men's dresser also didn't close properly. I also noticed another chair had a huge scratch across the seat. When taking the mattress off the bed, I noticed that the centerposts were all at different angles and weren't installed properly. This seemed to explain why our mattress tended to sink in the middle and why my fiance's arthritic back was acting up again. The improper installation also damaged our mattress, and we had to use our warranty to get a new one. We schedule the mattress delivery for the second delivery date so we would have everything together. We spent $539 on a new mattress at [redacted] because our old one was no good at this point because of the damage from being on the slat rolls.

Our second delivery was scheduled for late August. My fiance was there for the delivery since I couldn't miss another day of work. She said that the same delivery men came. The only item that they replaced was the men's dresser. They apparently went out to the truck and said all the other furniture on the truck had damage. Due to the small amount of time that they were out there, my fiance believes that they just didn't want to delivery the product to us because of being lazy/the stairs or whatever reason. She did not get an opportunity to examine any other furniture that was supposed to be delivered. The delivery guy also said, "well what do you expect, that's what you pay for" Upon hearing this my fiance got upset and was irate.

At this point, we had a brand new mattress, and we could not use it for fear of damaging it on the shoddy slat rolls so we had to live with our mattress in the middle of the room and had little room to move in our house (we are in the process of moving my fiance into our house since our wedding is coming up and we have boxes everywhere). We slept on the old mattress and my fiance continued to have back problems.

After this issue, we went to the store to talk to a manager. The manager wasn't in, but my fiance talked to the salesperson [redacted]. [redacted] was nice and put us in contact with [redacted], the store manager. We had a meeting with [redacted] on the 6th of September. [redacted] was very helpful, and said that the delivery would be fine the third time around. We were told that we would receive compensation for our time, but we would wait until after the delivery to quantify the amount. Previously, [redacted] offered us $100 which would not cover our time off, and we rejected it. [redacted] said he would have someone named [redacted] look at the furniture before it went out to us.

We set the delivery for the third go around for 9/11. We received the furniture, and we had mixed results again. Our ladies dresser and our night stand were fine. The delivery guy showed me our table as he took it out of the box, and said you will probably not want this, it is damaged. So much for guaranteed undamaged furniture that [redacted] promised us. The chairs also had damage and we rejected them. The server had damage. The delivery guy changed out a drawer from the old server with the new server so the damage went away. The only problem now is that the drawer he replaced rubs against the wood so that could be a problem in a year or so from now so we want that taken care of. The slat rolls were installed properly, but there is splintering on the wood. We think we will be fine with this, but the salesman [redacted] suggested that they might throw in a bunkey board so that our mattress won't get damaged from the wood. [redacted] said that [redacted] offered us a 10% discount off the furniture which would be about $470 which doesn't cover our time. We also need our two chairs, and our table fixed or replaced.

[redacted] has been nice to us, but we are frustrated in this process because he hasn't called us back when he said that he would. The same goes for everyone else mentioned in the company. We raised the level of this by trying to talk to someone in corporate. My fiance got the name of someone named [redacted]. [redacted] offered us $100. Does he not talk to everyone else? That is less than what we were previously offered, and he said that is the best that he can do which we know is not the case. We are very frustrated, and we don't want to have a fourth delivery go wrong again especially since the promises made were not kept, and the items that were "inspected" did not live up to the standards of quality that we expected.

We would like speedy resolution of this problem since we are getting married and don't need any more stress.Desired Settlement: Due to all of the hassles and stresses that this process has put us through, we are requesting a credit of $1,000 which represents the time that we took off from work to accept all of the deliveries. We also want a warranty that all of our furniture will be good for 20 years and can be fixed replaced if there are any issues going forward. We want our two damaged chairs exchanged and someone to come out and fix our table like they should have or give us a new table that isn't defective this time. We would also like to exchange our server as well.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

All of the terms are correct except the business has not confirmed a delivery date and returned our call.

Regards,

Review: I purchase a Living Room set. The sofa just in the matter of two month, one of the attach cushions the foam has flatten and went down. This is a sofa bed and makes a loud noise every time (either when you get up or sit down)

I have never have use of the bed. I call them to complaint ,they send someone and person told me, that all this sofa's are like that, that every one that I get will be same problem. I have witness of a visit that were here that day.

After the Inspection, they never call me, I made various attempts to get in contact with them. Told that they will call me , but never did. For the simple fact, that they have never received the report. Two weeks later after all the

many calls I made, their answer: telling me that they will repair the sofa at my residence, I don't want the repair, I want an exchange because by the end of the year you all ready know that is no going to be any good. The answer

was that they do not replace, they repair. I don't think that for this kind of money that I pay, I get stock with something that within the period of two month is already broken. I'm not asking for the money, I'm just asking for an exchange.

This is why I'm asking for your help, to resolve this problem. Trusting that you can help me with this problem.

Looking forward for an honest answer on your be-half:

Sincerely Yours,

Maria Cotto

Business

Response:

We replace the sleeper as a courtesy to the customer.

Review: To make a long story short, I purchased 2 mattress sets and a recliner/swivel chair on 3/24/2013. After numerous problems with delivery and no shows I received a damaged mattress. After constant phone calls to the Manager and asst. manager I was told I'd be given a new mattress. Again, no shows/no call with regard to replacement and after 2 months I received my new mattress. I still hadn't received my chair and was told it was on back order. Finally it was to be delivered and when it was it was damaged! Does not recline. I called the store and the asst. manager [redacted] told me that I could have it repaired and I never should have accepted delivery - I told him that by the time I got to sit on the chair the delivery people were already gone!! After a very, very long conversation he finally said that he would refund me my money and have the chair picked up in a week - that was on May 25, 2013 at 2:55 pm. He said that his corporate office would be in contact with me by the end of the week and they would take my cc info to make the refund and arrange to pick up the chair. Not trusting him after all the aggravation we were caused, I reiterated numerous times with him that he would assure me that I would have this resolved. He said it would be resolved and there would be no further problems. Well as of today I'm still calling and to no avail - nothing has been done. I spoke to [redacted] again today and he said that's the way it is and all he can do is offer me a repair. Just to add - my husband also called him earlier in the day and he once again assured him that there would be an exchange and he even offered store credit. I asked for their corp. # and was told there is none and he gave me the toll free # and when I called there, it was repair dept. They also told me there is no corporate # and to google it. Shame on Value City for misleading and delaying the customer. 2 months later I have damaged merchandise and a complete run around.Desired Settlement: I want a total refund for the chair and an apology from the management team for misleading and causing undue problems.

Business

Response:

The customer will be contacted today to schedule a pick up for refund of the item in question.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: After the Revdex.com contacted the company, they called me and arranged to pick up the chair and issue a refund. They told me today (6/25/2013) is the ONLY day they have available. They never called to confirm the pick up and/or give me a time. When I contacted them, I spoke to [redacted] and she said I wasn't scheduled for a pick up and now I would have to wait until Friday, 6/28/13 - I asked to speak to the rep that made the appointment with me and she said there is no one there by that name??? Again I asked to speak to a supervisor and a # for their corporate office and was told there is none!! Game playing?????? Not only are they lying to me as a consumer, I guess they are now also lying to the Revdex.com!!

Regards,

Business

Response:

The customer's merchandise was picked up for a refund on 6/28/13. We are attempting to obtain the card information from the customer so they amount can be put back on.

Review: My Husband & I purchased a sofa from Value City Furniture in Middletown, NJ. We also purchased the extended warranty for the sofa. The sofa was delivered in May of this year & by October we started noticing some problems with it. We contacted their service Dept. (Crest). A service rep. came to inspect the sofa on November 4th. He told us that he needed to file a report & that someone from the service dept. would contact us within 1 - 2 days. By November 18th we still hadn't heard anything, so I contacted the service dept. & found out that they hadn't even reviewed our file yet. The woman that I spoke with said that they would review the file & call me right back, which they did. I was then told that the parts were being ordered & that someone would contact me when they came in to set up a date for them to come & pick the sofa up for repairs. I was also told that it would take 7 - 10 business days for the sofa to be repaired. Two more weeks went by with no word from them. On December 8th I called them again. This time I was told that the parts were ordered on November 18th & that they were going to be delievered to my home I explained to the woman that that wasn't what I was told when I spoke to them prior. I also explained that we live in a small apartment & the sofa was the only seating that we had in our living room so it would be an inconvenience for us to wait 7 - 10 days before we got it back. I asked if it would be possible for us to have it replaced. She said no. I then asked if she could provide me with a phone # for Corporate Headquarters & was told no. She said that since the Holidays were approaching that they could set up a date for repairs after the holidays. I explained that it still wouldn't make a difference, because we would still have nowhere to sit for a week & a half. She then proceeded to tell me that someone would contact me after the holidays like she didn't even hear what I was trying to tell her... Very rude.Desired Settlement: After dealing with this company for almost 2 months & being misinformed more than once regarding the repair process, I feel that they are just jerking us around.. My sofa is only 6 months old, but it feels & sounds like it's 6 years old when I sit on it. I may as well use my extended warranty for toilet paper, because I feel that that is all it's worth. This whole experience has been a huge inconvenience & we would just like for the sofa to be replaced.

Business

Response:

We will replace the sofa for the customer.

Consumer

Response:

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

Review: My wife and I purchase $5K+ worth of furniture from [redacted]. Following multiple delivery issues and product spec issues we finally received our furniture even though the order had to be slightly changed.

We have now had the furniture for 11 months and certain pieces of the furniture our falling apart and chipping, We first went through multiple iterations with [redacted]'s CS, took about 2-3 months for them to respond, to get our claim recognized and service scheduled. When the Service Tech came to the home he acknowledged that he did not work for [redacted] and that he was an independent Contractor. His report stated that the damage that was caused to our furniture was from heavy use and notify them of the damage with-in 5 days even though it took them 2-3 months to respond, they are claiming that we did not therefore [redacted] will not honor their 1 year warranty. I am left now with furniture that is in a constant state of chipping, revealing a white composite under the dark finish, and aesthetically is unpleasing and will require refinishing. In addition, I came to find out that [redacted], in their previous mishap negotiations around delivery, voided my 5 year warranty that I previously paid them for and included it in the refunded dollars they were representing as a discount to the previous purchase.

Additionally, there Customer Service Department was very difficult to deal with regardless of how calmly and politely I as a Customer was speaking to them.Desired Settlement: I would be satisfied with any of the following outcomes. To have the furniture properly repaired, to have it exchanged with new non defective furniture, to have my money refunded so I can replace the furniture. ,

Business

Response:

Good afternoon, Unfortunately we will not be able to cover repairs on tables as pictures show an accumulation of damages all over both pieces. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: their estimation of accumulation and cause of damage vs quality of products are convoluted. Additionally the furniture continued to deteriorate from the beginning/opening of the claim to the time our claim was responded to by [redacted]'s customer service regarding the quality of the pieces we procured.

Regards,

Business

Response:

Good evening, We can pick up tables for shop repair as a courtesy, we will call the customer to inform. Thank you.

Review: I have a warranty on My sofa and the company will not honor the contract. there is a tear in my loveseat and my sofa recliners.Desired Settlement: I want my sofa and loveseat repaired as stated in contract

Business

Response:

We will offer the customer credit for the amount they paid for the sofa and love seat in their home to our store to select something new. When the new items are delivered we will remove the old items at the same time.

Review: I bought new couches from there store in east Brunswick nj after getting them about a month or two later I was cleaning the full size couch I found 3 patches in the leather. When I called the service department they sent someone out to look at it they said they where going to replace the back of my couch where the patches are but they can't be sure that it would match in color. One I didn't want two different color couch. I wanted the couch replaced they refused the have not made good on fixing it. Now the pull handle for the recliner broke on the same couch. they came out 3 months ago and said had to order the handle. I still have a broken couch I been calling everyday and now they told me the part will be shipped to me and for me to call when I get it. Very disappointed I have bought a lot of furniture from them and I never had the problems I am having now. Once they are fixed I will post them for sale at a lost and get something better and not from value cityDesired Settlement: I would like a new set of couches

Business

Response:

We will replace the damaged sofa for the customer.

Review: Customer & delivery representatives are extremely rude & nasty. Delivery does not confirm time just shows up. A return call from a supervisor was requested twice, never received. I requested compensation no compensation received. Furniture was finally delivered damaged which I refused accepting it. No one from the company would call me back and reschedule delivery was told too bad, on back order, wait. Requested to speak to owner was told Mr. [redacted] refuses to speak to public.Desired Settlement: I am requested a billing adjustment and furniture be delivered in perfect condition with a confirmed date and delivery time ASAP

Business

Response:

A supervisor will contact the customer today to discuss compensation as well as a delivery date.

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 bought a bedroom set from Ashley home store, and the bed post was cracked. I reported the issue to their service department thsame day. It took me several phone calls and 2 weeks to get some tech out to look at the crack and take pictures. At that point, he said he will submit the report so the replacement part can be ordered and shopped to my house, at which point I would have to contact the service department once again, and schedule a tech to come out and replace the part. A week went by, and nothing, so I contacted customer service two weeks ago today, to ask for the status on the replacement part. They told me 1-2 weeks, more like 10 days, it should be there. When you get it call us back. So it is Thursday, 15 days after that phone call, and we called for follow up. The part is still "on order", the rep I spoke with this time([redacted]), could not tell me when it was ordered and when it will arrive. She mentioned her supervisor was trying to find the part from their inventory in the warehouse and send that over, but they did not know yet if they had it. At which point, I asked for a supervisor, but no one was available to speak to me. They told me I will get a call back tomorrow, but I am extremely tired of having to follow up on this poor service. I spent over $7000 in furniture, and 2 months later, I still have a broken bed post. I have contacted Ashley through their main site via email. I have received 2 very polite responses, and promises of follow up from management, but nothing really happened. I was even told they attempted to contact us ( they have 2 phone numbers on file) and our voicemail boxes were full, which is an atrocious lie. We are both professionals with important positions in large companies, we certainly are educated enough to manage our voicemail inbox and to pick up the phone when we are eager to get this situation solved. I also have attempted to speak to a manager at the Blackwood location, but there is no one available to speak to me when I call/go there.Desired Settlement: I expect the part delivered and replacement as it should have been weeks ago. I expect to receive a partial refund for the inconvenience of having to follow up with the retails and service department every single week to check on the status of the issue. I was put on hold for up 19 minutes, I was never able to reach a supervisor that could helpful to provide me some answers. The location not contacted me for follow up, as the main site said they would. What a nightmare to do business with, sad!

Business

Response:

The customer is scheduled to have the part replaced this Thursday. We have compensated the customer with $50 off their bill. I will authorize an additional $50 off their bill to make this a total of $100 off their bill.

Consumer

Response:

I am rejecting this response because:

My complaint was closed out. Vendor replaced the part and promised a $100.00 credit. It has been 20 days since the complaint and I don't see the credit on my account. Do I need to file a new complaint, or can this be resolved some other way.

Business

Response:

Wells Fargo, the bank the customer is financing with, was informed last week to remove the $100 from the customer's account. This should show on their next statement.

Review: Purchased a duel reclining LEATHER sofa. Sofa was initially sent in for repairs under warranty; issue was not fixed. Send in for a second repair, 2 parts of my sofa were replaced with UNCUSHIONED, UNMATCHING, BONDED LEATHER, I called and made several requests to have issue fixed, someone sent new padding to my home, repair technician was unable to do repairs as he did not have all necessary items and he also noticed and remarked on the difference in material and stitching. Was promised a swap out for a new sofa in JANUARY, was pushed off several times and finally told

First week of May, upon my call today, NO ONE seems to have the answer as to why my sofa is not being delivered and are acting as if the order no longer exists. Spoke with someone at my direct store and he sees the issue but is unable to correct things, customer service is claiming they are the ones who see nothing. The sofa is un useable and the bonded leather is already ripping off of the couch. Again, I paid for REAL LEATHER AND A WORKING SOFA.Desired Settlement: I would like to be fully refunded for my purchase of both the sofa and matching love seat as well as have the company come and remove them from my home. I have been waiting far too long and have been given way too many stories.

Business

Response:

The customer will receive a call today to schedule the delivery of the sofa.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that Resolution is acceptable at this time. I am still very unhappy with the quality of service and will never use this company again.