Crest Furniture Inc.

Good afternoon,
I can offer a reselection/store credit for the sofa for the amount of $910.00. once the customer has chosen a new item we will then deliver new item and p/u old piece from the customer house.
Thank you.

Good afternoon,
I called the customer and offered a reselection/store credit on the chair. customer will go to the store to reselect on a different chair.
thank you.

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.

I am rejecting this response because:  I did schedule the pick-up because I did not have time to air my dissatisfaction.  I would ideally like a refund on this table.  I keep my home very clean and I am very offended that you suggested otherwise. The wear on the table is not due to improper clean and a substandard product.  I have seen multiple reviews by other customers.

We will order the customer the casings for their piece as a courtesy.

We will replace the damaged sofa for the customer.

Good afternoon,
     customer sent pictures and shows stain on decking offered a shop repair pick or a reselection because we no longer carry these items, [redacted] will speak to her husband and call me back once they figure out what they want to do.

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.

Business Response to a Complaint
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Complaint ID#:
[redacted]




Company Name:


Ashley Furniture Homestore


Company Contact:
[redacted]




Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
We will schedule to pick-up the customer's merchandise for a refund.
[redacted]
[redacted]

Complaint: [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,
[redacted]

Good morning,
Night stands were picked up for a refund.
Thank you.

Good afternoon,
      We have replaced the mechanism on the sleeper and also replaced the seat cushions as a courtesy, according with the technician's report the sleeper sofa is up to manufacture standards, I called the customer to inform that at...

this point the only thing I can do for her is order a new mechanism again and pick for shop repair in our warehouse shop Mrs. will call me back to let me know.Thank you.

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

Complaint: [redacted]
I am rejecting this response because:
[redacted] from Value City furniture called me yesterday stating that the technician had been unsuccessful in contacting me to set up an appointment to inspect my couch. This is a total lie. There had been no missed calls or messages from value city after I spoke with Jose on 3/14/14. Funny he was able to reach me shortly after he received Revdex.com letter.
He offered to send a technician to my house. Least he can do after I paid for a protection plan. After having over two weeks to think about it, my husband and I decided that this is not an option. We had two technicians at our home shortly after we purchased sectional. They determined there was no problem. Case closed. They were unwilling to come to any other agreement. It was then I realized it was a big mistake to have made a purchase from Value City as the words customer service are not in their vocabulary.
Since we were unhappy from the beginning and my issues were never resolved, I thought it fair to request a replacement of a better made couch. Unfortunately, [redacted] informed me this cant be done.
For this reason, I reject Value City's response. I refuse to have another technician in my home to be told there is nothing wrong.
Regards,
[redacted]

[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.]
Revdex.com:
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]

At the point of purchase the customer was informed the chair was special order and was given an ETA of June. The customer's delivery was 6/11/14. We also provided a loaner as a courtesy (not normal procedure) as the customer had informed us this involved someone who was ill. If the ETA was met we...

cannot compensate the customer for something that was not mishandled.

The customer's merchandise is being picked up for shop repair as the warranty states we will repair or replace merchandise at our option. The customer will be contacted today to schedule the pick up. The technician's report reads that this is not a defect but a customer caused issue.

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.

Good evening,
unfortunately the five year protection plan does not cover accumulation/not called in a timely manner issues.

To Whom This May Concern,
 
I reached out to the customer and we agreed that we would be picking up the merchandise for a full refund.
 
Thank you,
[redacted]
Crest Furniture Inc.
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