Crest Furniture Inc.

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

Good afternoon,
     I called Mrs. [redacted] and left a message to return the call.
Thank you.

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

Good evening,
Please see the attached copy of the protection plan, it states that this service commitment is not a cleaning contact and does not cover cleaning of furniture that is soiled through daily use. unfortunately all we can do is offer a protection plan money back in the form of store credit.
Thank you.

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.

Good evening,
Furniture was picked up for refund on Friday 2/26/16.
Thank you.

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.

Complaint: [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]

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

We will redeliver the merchandise with one of our best drivers and grant the customer the $200 price reduction they seek.

Complaint: [redacted]
I am...

rejecting this response because: I was told cleaning was included when I paid cash , so I will like to receive my payment back in cash. When purchasing the warranty the sales employee explain that cleaning was included. Why your company  insists on keeping my money for store credit , I do not want store credit this was your company mistake. After this I don't want to purchase from your company again for false advertising communications to your customers to keep money by giving store credit.
 
Regards,
[redacted]

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

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

The customer cancelled 2 appointments with the technician. the technician report states that there are no manufacturing defects on this table only damages caused by water and improper cleaning. These issues are not covered by the protection plan the customer purchased. We will pick up the customer's...

table to be refinished in the shop as a courtesy.

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,

To Whom This May Concern,
You Spoke with Joe and Ray in our corporate office in reference to your re-delivery. Above I have attached the original e-mail which went out to the e-mail address we have on file for you. I understand that after this was sent we found out you wanted the e-mail sent to a different e-mail and have also re-discussed terms with Ray and Joe. At this point you have discussed the details with Joe and Ray and there is nothing further we can do, but what has already been discussed. Hopefully the re-delivery will be perfect and you will be satisfied from there.
 
Thank you,
[redacted]
Crest Furniture Inc.

The mattress, by standards of the customer's warranty, does not have a defect. We will allow the customer to receive credit for the amount the paid for the mattress to our store to pick out a different mattress as a courtesy. When the new mattress is delivered the original mattress will be picked...

up.

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

Good afternoon,
unfortunately we do not offer a general cleaning under the five year protection plan. I can offer store credit for the protection plan as it was explained to the customer if the warranty was not used.
 
Thank you.

Complaint: [redacted]
I am rejecting this response because: I will not accept this until this is resolved I just got a call yesterday and what was told to me has not been followed up and until then this case is still open. I want the orginal furniture in my house replace with a new set due to it has been damaged from day one and 4 attempt and no success. After speaking with the corporate office yesterday they have said nothing that the store has said in the past.  I ask the 2 gentlemen on the phone to pay off the remaining balance for my card for  all that I had to deal with.  This remains to be seen I have yet to recieve an email regarding our conversation which was promised to me.
More to come I will not close this case!!
Regards,
[redacted]