Crest Furniture

SALES /ORDER/ GUARANTEE/WARANTEE ISSUES
We have bought many pieces of furniture throughout our 30 yrs of marriage and NEVER once had a problem .We were replacing a sofa and love seat we had bought 15 years ago. My wife began her search on line ,then went to several stores here in south Jersey. She knew what she wanted to best suit our home and serious her health issues .After several trips to Value City Furniture Manahwakin NJ , an order was placed by a salesperson . IT WAS THE WRONG ORDER.
We TOLD the salesperson that we were replacing and had very good idea of what we wanted My wife explained she became perm.disabled after her cancer surgery ,had many chronic health/pain issues and would be having major surgery soon .Quality was very important.It had to be extremely COMFORTABLE for my wife to convalesce after her operation,so we had to have certain " power features" . She (the salesperson) followed us around the store every time we went in .WE asked MANY questions AND gave the salesperon ALL the info needed to guide us through the selection process There was a sectional we looked at .We were told was made by a high quality company ,Southern Motion and it was available with all the power options we needed .When we explained our home was small and that we did not want a sectional , Ms Krai said she would order us just a sofa and loveseat .She NEVER explained anything more -NOTHING about dimensions.
We were shocked and confused when the items arrived on 2/14. The pieces barely made it into our small home and DID NOT even fit on the walls where our previous furniture was .We told the delivery men the store made a MISTAKE and DID NOT WANT THIS OVERSIZED FURNITURE - which was hanging off the wall into our dining room. The delivery men could clearly see the places there were problems / defects /issues and he took pictures on his cell phone .
Not only was this massive furniture a mistake we noticed many defects and problems.The workmanship was so inferior the furniture looked USED. We again said we did not want it but they TOLD US to KEEP it an call customer service to work things out. We called the office in Dayton,NJ later that day and expressed out outrage at having waited 7 weeks for the WRONG furniture . We told them they needed to return and pick everything up .They said "NO". Customer service told us to go back to the store we bought it , which we did the NEXT day.
The manager in Manahwakin said they "had nothing to do with this problem" and to CALL CUST.SERVICE! We made more calls / sent pictures /emails AGAIN explaining the salesperson ordered the WRONG items .The call went nowhere so we asked to escalate the call and wanted to speak with the comp.president / CEO.They refused to give us the contact info..
AS AGREED we hired a "furniture expert" to come to evaluate and document the MANY problems previously described and which were clearly seen in the 25 pictures we emailed Crest Furniture .
The upholsterer w/ over 40 yrrs. experience in all phases of furniture assembly and upholstery arrived at our home on 2/24. His findings COMPLETELY confirmed everything we stated verbally and could be seen in the photos we sent Crest Furniture on Feb 16. Notes ;
He was shocked when he arrived and saw the size of the sofa and loveseat in our small living room.
He started explaining ,going piece by piece ,how issues like these can happen in mass produced factory operations .He said during his employment with King's Furniture he was hired primarily for "house calls" to evaluate and often repair defects with new furniture The many defects he saw were from poor quality / inferior workmanship as well as defective materials (the foam rubber in the seats) .Throughout his career ,he said that when a store makes a mistake with an order ,the customer is always entitled to return the merchandise for a full refund AND ,when there are this many defects in workmanship a customer is always given a refund .In his professional opinion ,this furniture was NOT up to industry standards and because this was NOT what we ordered / NOT as described/ expected /advertised , we should be given a full refund.

1. SEAT CUSHIONS - "Customer states this is NOT the same as the store display.The FIRST issue is what I believe to be inferior quality foam in the seat cushions ..The foam is hard (dense)and very uncomfortable.There is NO "give" to the cushions / I feel certian there is NO dacron wrapping around the foam.This is why the seat tops appear FLAT have NO "crown" . The foam is "squeaking /crunching " when you sit ,rise or move sue to the fabric being IMPROPERLY measured ,cut AND stretched too tightly during the upholstery process.The constant noise is due to the friction between the foam/seat covers.I always use cotton muslim wrapped around the foam before attaching the material .
The seat cushion covers are not sewn properly. The split seat cushion design shows how noticably the seams do not line up ( are NOT aligned from left to right on each seat ). When measured ,I found them to be "off" by several inches giving a cheap /sloppy appearance. Looking at the 3 seat backs from the side these sections do not line up.This is due to poorly constructed /unequal frames. The frame has a large 3-4 " gap " between the seat and back section on the outside of the right hand facing piece.
2.SEAT BACKS - "Customer stated the seat backs on the display appeared to be in order. I saw 2 seat backs (on the loveseat ) were improperly measured , cut, sewn and filled. There is a large GAP between the two cushions.The cushions are undersized because the measurements were wrong and the fabric has been cut TOO SHORT .The space measures 3 1/2 -4 " across .It is so wide you could see through the gap to the wall .

Dacron is added to provide comfort AND give shape to a cushion. It must to be filled all the way out to each cushion corner .This is not the case here .The corners of several cushions are very "under filled" leaving the fabric loose and baggy. On the sofa center back cushion the dacron filling is so poorly inserted there is a deep 6 " crease/wrinkle in the material .
3.THE ARMS - Customer stated they needed a style sofa with soft padded arms . The "pillow top" arms are NOT uniform from front to back OR side to side .AGAIN major inconsistencies in craftsmanship -measuring,cutting ,filling and attaching .The arms show "wear ' from sloping down on each of the 4 outside sections and the front corners are turned up.This "sinking" is due to the fabric was pulled /stretched to tightly. I could feel NO foam "core" between the arm frames (wood) and material and the thin amount of dacron fill is not sufficient for proper padded armrest.The appearance is that of arms on old ,used or second furniture ."
4.FOOTRESTS- "The fill on all the lower split sections should have a consistent even along the floor.Each footrest is inconsistent from piece to piece giving a bumpy uneven appearance.
Over all ,it is evident that corners were cut in the manufacturing of the furniture the Aparicios' received, down the seaming /patching together of undersized "cut" pieces of material (ie;seams on the front facing lower seat cushions) .I have seen this effort to same money and it is not indicative of quality furniture .One piece of material is always used when covering an area like this .I know prices of materials have increased quite a bit ,but skimping on any job to save money is a poor business practice. Throughout my decades as a craftsman ,customer satisfaction was always the primary concern."

We are highly SHOCKED to have been written off by both the manufacturer Southern Motion (who Value City Furniture, for the sake of writing up a "SALE" TOTALLY misrepresented to us as a "high end" "high quality" manufacturer) and Value City for misrepresenting what we were being sold. The salesperson mistakenly sold SECTIONAL furniture - as a separate sofa and loveseat. We have email documentation from Southern Motion - the manufacturer these items are NOT recommended /designed to be sold as a sofa and loveseat .
We were totally mislead by the salesperson into trusting her suggestion to buy pieces of a sectional. IF ,she was in any way unsure of what she was selling OR if this was the right furniture for our home -she was responsible to do her"due diligence" and get whatever clarification / information SHE needed BEFORE placing the order .We had NO reason to question what she was selling.
We are extremely dissatisfied with the horrible furniture built by Southern Motion and SOLD to us by Value City ,Manahawkin NJ .Your company is accountable as WE did NOT place the order ,the salesperson is .
We asked for the contact information for the company President /CEOand our request was refused .The store has a responsibility to proplerly TRAIN their salespeople ,and salespeople have a responsibility to KNOW what they are recommending /selling to their customers .
In addition to the cost of the furniture ,we were pressured into buying a 5 year " worry free service agreement " .for an additional $299.00 .We asked to CANCEL it on Feb .15, (right after the furniture was delivered) when we FIRST called Crest Furniture .We were told we could NOT cancel it but were not given a reason? despite the fact the "plan"coverage and the back page said that ALL claims had to be reported to the customer satisfaction dept. within 5 days of "occurance" . We want a FULL unconditional refund. Crest Furniture /Value City said this because this was "our mistake , we are stuck with the furniture " .

Complaint: [redacted] I am rejecting this response because:I still have heard nothing from the business at all Regards, [redacted]

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

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

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 homeValue City Furniture does not have bed bug

Yes we are still having an issue with value city furniture I'm not sure what else you can do to help us with this matter I can assure you we have never had a bug issue in our brand new home If you google value city and bed bugs you will see for yourself it's a HUGE on going problem It's disgraceful

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 tableWe will authorize a shop repair for the dining table only as a courtesy to resolve this claim

The customer is not covered for the issues the table is experiencing as stated in the responseThere are no refunds given on products due to damage (not defect)We have schedule the pick up for the refinishing of the table as a courtesy on 9/27/and we believe that is a fair compromiseThe technician's report states, "7/19/technician John found finish peeling in several placesThere are also light scratches all over table top along with white stains from hot platesLooks to be improper cleaning and water damage." The technician sent to the customer's home is a subcontractor working for Furniture Repair so as to receive an unbiased opinionAttached is a picture of the scratches on the table

Good afternoon, Our records indicate that parts were delivered to the customer on 4/07/I placed an order for new knobsplease note that this is being done as a courtesy as wear and tear is not covered under the protection plan purchased by the customerThank you

Good afternoon, We called Mrs [redacted] and left her a message informing that we have already gave her full refund on the mattress and that we even tried to deliver a better quality mattress at no extra charge and we did not satisfied her, nothing else we can do for the customer but give her a full refundThank you

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

Good morning, I called the customer to inform that we will allow a reselection, left a message to return the call so I can explain the process thank you

The customer is scheduled to have the part replaced this ThursdayWe have compensated the customer with $off their billI will authorize an additional $off their bill to make this a total of $off their bill

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 couchThis is a total lieThere had been no missed calls or messages from value city after I spoke with Jose on 3/14/Funny he was able to reach me shortly after he received Revdex.com letter He offered to send a technician to my houseLeast he can do after I paid for a protection planAfter having over two weeks to think about it, my husband and I decided that this is not an optionWe had two technicians at our home shortly after we purchased sectionalThey determined there was no problemCase closedThey were unwilling to come to any other agreementIt 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 couchUnfortunately, [redacted] informed me this cant be done For this reason, I reject Value City's responseI refuse to have another technician in my home to be told there is nothing wrong Regards, [redacted]

Good afternoon, Called the customer and left message to return callI can not locate him in our system

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

Good afternoon, We are picking up the chair for shop repair to repair in the warehouse shop and we are ordering parts for the love seat and repair in the homethank you

Good evening, I have ordered the seat cushion and the customer is scheduled for installation for 3/22/Thank you

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

The customer has accepted our offer of a perfect redelivery of her current set at a discounted priceCustomer has also agreed to Ashley Furniture Home Stores picking set up for refund if the set does not come to her specifications