ComplaintsforCarolina Furniture Concepts, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a cheer rocker recliner cloth from Carolina concepts in *********** sometime in July had to finance it through snap financial headed home a few days of my left arm and side had been getting a little bites on them red marks appreciate it up being bed bugs I took a photo of them with my phone focused all the way out took a photo of that and then on my phone I focused it more you can see two or three bed bugs so it immediately went outside as was doing that there was a worm fell out of the bottom of the chair and I don't have worms I don't have bugs in my house nothing not even an aunt so Carolina concepts will not help me in any way I talked to **** he said it's all you nothing else I called him back another time after I had to clean and my living room furniture cleaned my bedroom furniture cleaned and my carpet asked him if he was going to help with these with the final expenses he said no it was my problem not his that financial I called them they immediately stopped my payments I did not owe anything from that point on I had to pay $230 for the first payment in advance and then they were going to give it your way asked if I could buy it and sell it to me for $25 so that's what I have in the chair right now $255 Plus steam clean the chair my chair the couch the bed the carpet everything had to be steam cleaned all my furniture it was approximately 300 plus dollars to rent a machine and the product to clean everything with plus pain and suffering I would like to have at least $1,000 for that cuz I am disabled I cannot sit in the small chair cuz I'm a large man and I would love to have your help one last thing I called **** the manager concepts told him what I had done he should have still my problem and that was it he ain't going to pay nothing he ain't going to help he ain't going to do nothing so I want something done if you can thank you may you have a blessed day

  Business response

  08/23/2024

  Customer purchased a lift chair from our store on June 11, 2024 and picked it up at our store 3 days later.  Customer was emailed a copy of the sales receipt.  Approximately 2 weeks later the customer calls to request a different chair because this chair was too small.  We reminded the customer of our no returns/no exchanges policy that is clearly stated on the receipt.  After discussing the issue with the customer, we agreed to make an exception to our policy and allowed the customer to exchange the chair for a larger chair.  Customer calls a few days later to request a second exchange. We remind customer again of our no returns/no exchanges policy and explain that we cannot make another exception.  At this point, the customer complained of a bug and worm infestation in the chair.  We have experienced no issues in our store with a bug and worm infestation.  We feel that we have gone the extra mile to please the customer, but customer continues to be dissatisfied with his purchase.  
  
  

  Customer response

  08/25/2024

   
  I am rejecting this response because:
  The first year I received was very small I am a large man *** was a wire of that she is myself lady always has been so I called him two or three days not 2 weeks and they agreed to swap cheers with me my brother and myself went there took the original chair dropped it off and picked up the one I picked out evening change nothing said I did not know nothing about no no return policy I've never heard that in the furniture store before but I was not told about it about 2 to 3 days later I've developed bites on my arms and back and neck check the chair out took pictures of it I assumed in and took pictures and then send that in and it's bed bugs and it also worms come out of here it's been sitting outside for a while or in the warehouse but anyway I reported this and a reasonable amount of time the manager I called him ask him if he would help clean the chair and my other furniture in my bed no *** we don't refund and we don't help we don't give away money so that's what's going on now all I ask for is my $3oo back for supplies and $1,000 for my pain and suffering I will not let this go *************** lied to me it's just things going to happen ***** I will good turn if I have to hope he's all have a great day and better better Business bureau I am not lying you I have witnesses if you need them I will let you contact them the Carolina concept just lying **** is lying that's enough for me God's will take care of it...

  Business response

  08/28/2024

  As stated by the customer, we have been in contact with the customer as he has voiced his complaints.  Or what appears to be complaints.  Our sales policy is simple and clearly stated on the sales receipt that was emailed to customer.  We do not allow returns or exchanges.  We do not have a bug infestation in any of our stores or warehouse and have no reports of any issues similar to the one described by this customer. We have made one exception to allow one exchange for this customer.  We can offer no further resolution.
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the worst experience with this company. They told me I had to buy the furniture I selected that night or I wouldn't be able to get it for an extended period of time. I paid for the furniture and 8 weeks later I called to find out where my furniture was. They told me that my furniture was sailing around the south of ****** because it was delayed in transit. So they agreed to send me the furniture in 2 shipments. They brought the dresser and nightstands and I was told it would be another month to get the furniture. A month later they call me to schedule delivery and then proceed to tell me that the part came in damaged and that they could repair it or I would have to wait for a replacement. I said that that was unacceptable and told them I no longer wanted the furniture and to come and get the other half. I was promised it would be here in 4-6 weeks, the whole reason I needed to buy that evening and now it's been 3 months and I have prepaid for furniture that I don't have. I disputed the charges and my bank decided that it was not a good enough reason to return the furniture. So I was told by the general manager of the organization ****** that He had the new one ready and it would be sent out. So I get the furniture and lo and behold it is not new and it is repaired, and very poorly. That day I had to go on a business trip and was not able to do anything about it in the moment so I took pictures and called him to tell him what a terrible job the delivery service had done, because they told me that stabilizing parts would scratch the floor if they were installed, and they told me it was my responsibility to install the lighting that came with the bed. After insisting that they do it, it was done, and after they left I was putting the sheets on my bed and noticed the foot board had been repaired and looked terrible.

  Business response

  08/07/2024

  The customer accurately states that we placed the order with the manufacturer as soon as possible in order to expedite the shipping process.  Once we place the order we have no control over the shipping process.  Global shipping delays have affected many industries this year with normal shipping routes being unavailable due to international conflicts.  Customer also accurately states that we agreed to deliver the portion of the order that was available and deliver the remaining pieces once they were received.  We use a third party delivery service, but we did not charge the customer a second delivery fee.  Unfortunately, once the remaining pieces were received, they were damaged, but the damage was not discovered until they were delivered to the customer.  We have placed an order for the damaged pieces, and have been assured by the manufacturer they are available domestically and will be available to ship to us immediately.  We will contact the customer as soon as they arrive at our warehouse.
  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a chest and dresser on 4/20/24. It was delivered on 4/30/24. Immediately after delivery, we noticed several ****** and scratches on the drawer and the delivery person repaired the exterior of the drawer with a marker. Later that day, we first opened the drawers and noticed the inside of the drawers had very jagged edges and rough wood (as if it had not been sanded). We then called customer service to report the inside being damaged and we had to leave a voicemail (the greeting said a call back should be received within ***** hours). We then received a call and were told a repairman would come by and he came on 5/7/24. During this visit, additional ****** and chipping on the exterior of the drawer were repaired, and he attempted to sand the interior of the drawers. However, he said even though the inside of the drawers have imperfections, the exterior of the drawers do not look bad. The interior of the drawers are also stained (from the staining that was done on the exterior), and the repairman said this was not able to be fixed because it would only worsen its appearance. On 5/17/24 we still were not satisfied or able to use the drawers, so we called customer service (*******) and she placed an order for 2 new replacement drawers. On 5/25/24 we talked with customer service once again & were told a manager would be reaching out to us with an update. On 6/1/24 we received a message from Carolina Furniture Concepts that stated the drawers were not in stock and they will call us when they are. On 6/15/24 we were told new drawers would be here on 6/21/24. As of today (7/5/24) Carolina Furniture Concepts has still not reached out to deliver replacement drawers. This has been an emotionally taxing situation for my wife and I. We are pillars of the community & are both in our 70's. We paid for an item that we are not able to use because wood chippings will ruin any clothing items placed inside. This has been a terrible experience and we have been ignored.

  Business response

  07/06/2024

  The customer accurately described the chain of events, which depicts the level of customer service we try to provide to all customers.  They had an issue with a piece of furniture purchased from us.  We initially attempted to fix the piece in their home because that avoids any wait time for the customer if a replacement piece is ordered.  Unfortunately in this case a replacement piece was necessary.  We placed an order for that piece as soon as we became aware it was needed.  But we have no control over our vendor's shipping times, and the item was delayed beyond the initial ETA we were given by the vendor.  We now have the parts, and we have contacted the technicians to make them aware the parts had arrived and a repair visit needed to be scheduled.  But since it was a holiday week (July 4), our third party technicians were closed for the week.  The customer should be contacted the week after July 4th to schedule a repair visit.  We would have provided a status update if the customer had called our store.  The notes of our last communication with the customer indicate that we told them we would call them to schedule when the part arrived.

  Customer response

  07/10/2024

   
  I am rejecting this response because:
  It is Wednesday, July 10th, and the business contacted me today via text message. They said they would come out this Friday, July 12th. We should have been contacted on Monday. Im hopeful that the business will make this right and when the replacement is delivered on Friday hopefully it will be to our satisfaction. 

  Business response

  07/11/2024

  We do not agree that the customer has been ignored.  In fact, we responded to their initial complaint by sending out a repair technician to attempt a repair.  When that did not work, we ordered a replacement to address the problem.  We were in contact with the customer several times during this process to provide updates.  We apologize for the 2 week delay in receiving the replacement, but it was outside of our control as it was provided by the manufacturer.  When it arrived, we contacted the customer to let them know the product was in, but the repair service was on vacation during the July 4 holiday and they would be in touch with them the week following July 4.  Which they did and the customer states a service call has been scheduled for July 12.  The manufacturer and the repair service are unrelated third parties.  We have given our best effort to remedying the situation for the customer.
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch with a ServPro protective warranty from Carolina Furniture Concepts in 08/25/2020 (Sale Number *******). I have a meticulous filing system and I have every piece of paper given to me from this transaction. No one said anything about needing a certificate to file the insurance and I never received the insurance certificate needed to file the insurance I paid for. When I called Carolina Furniture Concepts to get a copy, they said the delivery driver did not upload the certificate copy to their system like they were supposed to so they could not get me a copy. I called ***************** and they said they could not file the insurance without this certificate and they also did not have a copy. I know for a fact I was not given the certificate. I have every other document, even the original receipt but no certificate. I asked Carolina Furniture Concepts if they could tell me when they gave me the certificate and show proof I received it. They were not sure when I would have received it but guessed it was probably at the time of delivery or when I got my cleaning kit. I did not get a certificate either of those times. Carolina Furniture Concepts emailed me apparent proof that I received my certificate but it was just a copy of the delivery receipt with a signature that was not mine. That is not proof that I received the certificate and it seems really convenient that I cannot use my insurance policy now without this certificate that I did not receive and no one has a copy. All I want is a copy of my insurance policy certificate or a refund for the amount I paid for the insurance since they are not honoring my warranty.

  Business response

  06/27/2024

  We use a third party insurance provider for the extended warranty insurance policies sold in our stores.  We do not maintain insurance policy details other than what is provided on our sales contract, which is limited to the amount paid for the policy. If someone who answered the phone at our store told the customer differently, we apologize.  Our sales team is coached to tell their customers how important it is for them to maintain a copy of this policy and their policy number in case a claim is ever filed because we do not maintain this information. These policies are delivered to the customer at the same time as their ******************** purchase.  In this particular situation, our records show that these items were delivered to the customer on August 25, 2020.  The customer provided a copy of the signed delivery receipt in the complaint that shows which items were delivered.   Customer claims it is not their signature on the receipt, which is possible.  Customers often have someone else present to manage the delivery process.  Our records also show that a delivery receipt was emailed to the customer immediately upon completion of the delivery on August 25, 2020 to the email address provided.  This delivery receipt also detailed the items that were delivered on that date, which included the insurance policy.  I have provided a copy of the delivery report that details the notifications sent to the customer via email as well as other details pertaining to the delivery, including the items that were delivered. Unfortunately, there is nothing we can do when a customer cannot provide their insurance policy number to the extended warranty insurance company. They will not provide service without a policy number.  The records provided by the customer show that the customer was notified via email upon delivery completion of all items that were delivered. Our records show no communications with the customer that the delivery receipt was incorrect until now.
  
  
  
  
  
  

  Customer response

  06/28/2024

   
  I am rejecting this response because:
  

  I was never given any certificate to keep track of. Please provide proof I was given the certificate. The signature you showed me was forged and not my signature on the document. 

  
  

  Business response

  07/02/2024

  We use a third party delivery company and have used the same process for over 10 years to ensure deliveries are accurate.  Insurance policies purchased by customers are delivered by our delivery provider with their merchandise.  Each delivery day, the delivery company picks up the merchandise at our warehouse.  They have a printout of items to be delivered, including insurance policies.  They verify all items on the printout are accounted for before leaving to begin deliveries.  We do not keep a copy of the insurance policy purchased by the customer - we explain to our customers that it is a contract between them and the warranty company and they must present the policy number if they ever need to file a claim.  The activity summary previously provided shows the customer was emailed a detailed list of the items that were delivered to the customer on August 25, 2020.  The email was sent at 3:48 p.m. immediately after the delivery was completed according to the activity summary.  The same email address was used by the customer to confirm the delivery date, so it appears to be valid, as evidenced by the activity summary.  ************* policy is clearly listed as one of the items delivered to the customer on the delivery receipt that was emailed immediately after delivery.  The customer did not report anything missing until they attempted to file a claim in June, 2024.  We do not retain the policy number, and the insurance company requires the policy number to proceed with a claim. We are not responsible for documents lost by customers. 
  
  

  Customer response

  07/02/2024

   
  I am rejecting this response because:
  

  According to your own document you provided on page 2, it literally says next to do the delivery driver delivery the certificate and the driver's answer was NA because it was not delivered. I'm sorry that your company has made a mistake but to say you have been in business with Serv Pro for 10 years and that's why you couldn't make a mistake is wrong. A mistake was made and you are refusing to fix it. 

   

  Since I was not given the certificate in the first place, I was not aware I needed the certificate to use the insurance until now, that is why I did not notice the missing certificate or signature error on the receipt until now. I did not try to use my warranty until I needed it, which is now. I tried to use the warranty and was notified I needed this certificate I never received. On the delivery receipt document you provided, it shows on page 2 where it says "Did you deliver the warranty paperwork to the customer?" And the answer is NA. If I received the certificate, it should say "Yes" not say "NA". This is not proof that I was given the certificate just because you added it as a line item on the receipt of a signature that was forged by my delivery driver or someone at your company. 

  Business response

  07/05/2024

  We have instructed the delivery team to answer that question as N/A because it is a redundancy in the software we use.  The same form referred to by the customer lists the warranty certificate separately with a check mark ****** it.  We consider this sufficient evidence of delivery.  The question referred to by the customer is answered N/A on every delivery we make with a warranty.  Someone accepted the merchandise (the customer is clearly in possession of the ********************* and signed the delivery receipt.  The customer was emailed a delivery receipt after it was signed with all items listed that were delivered, including the warranty certificate. As stated previously, if the customer did not receive all items on the delivery receipt, we should have been notified then, not nearly four years later.  We are not responsible for documents misplaced by customers, or their agents.
  
  

  Customer response

  07/05/2024

   
  I am rejecting this response because:
  

  I was never given the certificate. The receipt document you have sent me is not my signature, therefore not proof that the certificate was given to me. Please send a copy of the certificate, contact Serv Pro to find my certificate, or refund me the amount I paid for the warranty. 

  
  

  Customer response

  07/05/2024

   
  I am rejecting this response because:
  

   

  Date Sent: 7/5/2024 10:51:27 AM
  

   
  I am rejecting this response because:
  

  I was never given the certificate. The receipt document you have sent me is not my signature, therefore not proof that the certificate was given to me. Please send a copy of the certificate, contact Serv Pro to find my certificate, or refund me the amount I paid for the warranty. 

  
  

  
  

  Business response

  07/06/2024

  Upon completion of the delivery on August 25, 2020, our records show the customer was immediately notified by email that the warranty policy had been delivered to the customer. Our records show no communications with the customer that the delivery receipt was incorrect until now (regardless of who signed it), nearly four years later.  We do not believe that we should be responsible for documents misplaced by the customer.
  
  

  Customer response

  07/06/2024

   
  I am rejecting this response because:
  

  Yes as I explained before, I did not realize I didn't have the certificate until I tried to use the warranty and was told I needed one. I know I was not given one and hence that is why I am contacting you now as I just tried to use the warranty and was not able to. I cannot realize I didn't have a certificate that I didn't know about or was not given in the first place. The bottom line is that signature is not mine, so that is not proof I was given the certificate. Me not contacting you until now is irrelevant because I purchased a warranty with your company that lasted 5 years and I am contacting you within the period of a product I purchased from you. 

  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, January 4, **** I went to Carolina Furniture Concepts in ***********, **. I purchased an ******* manufactured Leather Sofa, Loveseat and two Ottamans. All but one ottaman was located in their warehouse in ********, **. I went there and picked up the sofa, loveseat and *******. All of these were wrapped/covered in heavy-duty bubblewrap/plastic. The items were not opened until Sunday, January 7, ****. The sofa has substantial damage to the left armrest/front trim. There was also town stitching torn underneath the outside of the armrest. This was the result of the sofa being dropped. The loveseat had a 3/8" cut through the leather underneath the right armrest. On Monday, January 8. **** I went back to Carolina Furniture Concepts in *********** with the sofa. After speaking with the salesman (*******************) and the store manager (***********************) I was told that an ******* furniture technician would have to come to my home to access the damage to see if it could be repaired. I explained to them that I did not want brand new furniture that had been repaired. After many phone calls between the store manager and various upper management people at the Arden store I was still given that as an only-option. I then told the store manager that I wanted a new sofa or even the store display. I was then given a card with the phone number to the Arden store with two names ( ******* or *****) with whom I should speak in regards to this. I then told the manager why could I not speak with either of them there and now. He then told me he had been speaking with ******* and called her back and gave me the phone. I explained to her that I was not happy having spent $5310.41 on brand new furniture that was now going to be repaired; not replaced. I explained that I would get a new sofa, the store display or my money back. I went further to say that my wife worked the the issuing bank for the debit card I used to make the purchase and that I had no doubt that I would get my money back. I asked her about the display sofa and she informed me that they did not sell displays, This was a lie as I had been sold one ottaman that was in fact the store display. I went further threatening legal action. Then after a few minutes of getting no satisfaction I told here that I would be returning all four pieces of furniture to the *********** store in which I did this same day. I had both *********************** and ******************* sign my original receipt stating that they had received all four pieces of furniture.*****************

  Business response

  01/15/2024

  We offer our customers the option to pick up their merchandise at our warehouse (no charge) or have the merchandise delivered and set up in their home (for a fee).  ************ chose to pick up the merchandise at our warehouse and signed a document stating the merchandise was correct and in good condition when it left our ****************** days after picking up the merchandise, ************ brought it back to our store to report some issues with the merchandise. We agree with his statement that the items were wrapped in heavy duty bubble wrap/plastic when he took possession.  We do not know if any damage occurred or how the items were stored after leaving our warehouse.
  ************ acknowledged his understanding of our no refunds/no exchanges policy.  We do, however, offer assistance to customers with manufacturer warranty issues after they take possession of their merchandise.  We told ************ this, and that the first step in that process is to have a technician come to their home to inspect the damage in order to determine the proper resolution. ************ was not pleased with this response and made a threatening call to our store.
  Although ************ delayed the resolution process with his actions, we have offered to replace the sofa and loveseat.
  
  

  Customer response

  01/18/2024

  I was offered to wait, 7 days, or more for it to get to from the warehouse to the *********** store. $200 delivery fee from there to my house 2.1 miles. I never signed any document but a digital signature scanner on a smart phone at the warehouse. Nothing stating what I was agreeing to mentioned or in print. I explained to *********************** and ******************* that I work Fri-Sun. 40 hours and that I could not get there any sooner. Does CCF need a note from my employer stating this? I got it home and inside my house for the 4 horrific days CCF speaks of.I never removed the covering until Sun. Jan. 7 after work. Anyone with minor intelligence can see that the sofa was dropped, straight on it's end,vertically, to cause that kind of damage. I did not do this. The guys at the warehouse had both pieces, on their end, vertically, on hand trucks. Not smart to move furniture in this manner. They loaded like they were throwing firewood in the trucks. Even tearing the card board end caps off the sofa. This was not a manufacturers defect but neglect in mishandling in the warehouse by those talented people. I asked about getting a new sofa and loveseat, taking the display and was denied all. I then said a full refund and returned all 4 pieces. CCF needs to understand not everyone works 9-5, Monday - Friday. 
  

  Business response

  01/19/2024

  We have been delivering to customers across the southeast from our warehouse for over 22 years.   Most of our warehouse and delivery team have been working with us for over 10 years.  They are experienced and perform their jobs well.  Their primary job function is to move furniture without causing damage.  ************ decided to pick up the merchandise, instead of opting for our delivery service, to save $200.  We are not aware of his experience in moving furniture and cant speak to his expertise.  We also cant speak to how the merchandise was handled after it left our warehouse.  We agree with ************ that the sofa may have been dropped.  We also agree with ************ that he provided his electronic signature on a digital document when he picked up the items.  The document states that he picked up the correct items and they were in good condition when they left our warehouse.  ************ refusal to allow us to follow the process, as defined by our vendors, for problem resolution has resulted in this situation.  Nevertheless, we have offered to replace the sofa and loveseat (at our expense) with new items before the vendor completes their problem analysis process.  We have also offered to provide delivery of these items, free of charge, to avoid similar issues with the replacement items.  
  
  

  Customer response

  01/25/2024

  I have been moving furniture for over 35 years. Well enough to know that you do not use a hand truck to move a sofa or a loveseat on their ends. I contacted ******* directly and told them what I witnessed. They could not advise moving their sofas/loveseats in that manner. $200 to deliver these items 2.1 miles is ludicrous. Plus that came with at least a 14+ day wait. I never saw any document digital or otherwise at the warehouse and no explanation of what I was signing was given. The manufacturer/vendor is not responsible for this; CFC is. When I returned with the sofa I tried for a replacement or taking the display and was denied both. I was treated like a criminal. What company blames this on the buyer or try's to chalk it up to a manufacturer's problem? Carolina Furniture Concepts does. The height that the sofa fell from was higher than any that I could have subjected it to. I want a refund. I told *********************** and ******************* that I wanted the furniture,would have purchased more and no matter what CFC offered past that day would matter as I would only accept a full refund. I did not do anything to cause this damage to the furniture. I will subject myself to a polygraph if need be.If anyone there would have told me that I owned the furniture no matter if it was damaged, dinged or busted I would have made them open it before I left.  I was using the bubble wrap bags that came on it to protect it until I got home. I made my best effort to rectify the situation and all they wanted was to get a technician to my house to access the damage that resulted from mishandling it in the warehouse. Only now they are willing to do what I originally asked. It's too late for that. I would ask that CFC put an end to all of this and issue my refund and we both walk away.
  
  
  

  Business response

  01/26/2024

  The sales agreement signed by the customer requires the customer to acknowledge our no refunds, no exchanges policy.  When the customer picked up his items from our warehouse, he was also required to sign an acknowledgement that the items he picked up were correct and in good condition. Both acknowledgements were signed by the customer.  We have attempted to resolve the situation, but the customer has rejected all of our attempts.  Since these attempts were rejected, our only option at this time is to rescind our offer to exchange the originally purchased items for new items.  The customer may pick up the items he paid for at our *********** store, but he will need to contact the store to arrange for pickup. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had placed a substantial order with Carolina Furniture Concepts in ***********. When the first delivery arrived and was set up there were problems with the doors on the entertainment center and problems with chair legs for the dining room table. They sent someone out that halfway fixed the problem. I decided I wanted to order a dresser to make my night stands in the bedroom. I went over to the store, sat down with the salesperson, and placed an order for a dresser. When the delivery came, it was a chest of drawers. The delivery men did not speak English, therefore, I could not communicate with them and tell them this was the wrong piece. Not to mention they studied and spoke in Spanish about my gun case and guns in the case. It made me very uneasy to the point that I installed $500 worth of security cameras. I contacted Carolina Furniture Concepts and they refused to make it right, saying I signed the contract with the wrong item listed. True, I did not look at the order form because I went in for one specific item, I talked the the salesman about that item only and he put the wrong item on the form. I am simply asking for them to make it right. I am willing to take the wrong piece of furniture back to them in exchange for the piece I thought I was ordering.

  Business response

  11/15/2023

  On September 10, 2023, ************************ purchased several pieces of furniture.  After they were delivered, customer contacted ** and requested a service visit from a technician to address issues with dining chairs and a tv stand.  It was our understanding these repairs had been made to the customer's satisfaction because we were not notified of any issues after the repairs were made.  Subsequent to the repairs, ************************ came to our store a second time and purchased the chest.  During this visit, the customer did not notify us of any issue with the repairs.  Instead, he came in to make an additional purchase of furniture.  Customer requested the sales associate to measure the chest he eventually purchased to determine it would fit in his space.  Our sales tickets require customer approval of our return policy as well as approval for the items listed on the sales ticket.  The description on the sales ticket (which is provided to the customer) for the item purchased was "drawer chest", not dresser.  We would be willing to give ************************ our best deal on a dresser if he chooses, but once the chest was delivered and accepted by customer, it became used ********************. This is the reason for our no return policy, and why we require customer acknowledgement of the accuracy of the items on the sales ticket, as well as our no return policy, prior to completing the sales transaction.

  Customer response

  11/16/2023

   
  I am rejecting this response because:I was satisfied with the repairs made 3 weeks after the initial delivery to the point that it wasn't worth my time to pursue further solutions. I only returned to purchase more furniture from this establishment because I had bought my night stands there and had decided I wanted the matching "Dresser". When arriving to the store I was greeted by the same sales associate that I had made my original purchase from. We went to his desk where I told him "I need the dresser to match the night stands I purchased". He looked up the night stands and pulled up a model number for the dresser. He took that number to the floor manager to get a price and returned with a price. It was at that point I told him to go ahead with ordering and delivering the dresser. During this time I remained at his desk with my guest. At no point was space confinement discussed nor measurements taken, nor did we look at a floor model. Saying so is an out and out lie on the businesses part. At no point did the words chest of drawers come out of my mouth. I have a witness to the prior statements. I did sign the receipt without looking at it which is where my negligence starts and ends. My mistake was assuming I was dealing with a professional in the furniture industry that knew the difference between a dresser and a chest of drawers. As far as rejecting the delivery, when dealing with the repairs from the first delivery I was informed that the business used a third party delivery service and was not aware of how to handle rejecting the misordered piece of furniture.None of the delivery drivers spoke good if any English and as I stated in my prior email and they made me very uncomfortable during the delivery discussing items in the house so I wasn't dragging the encounter out further. I tried contacting my sales associate right after delivery and several times in the days following delivery before reaching him almost a week later. 
  
  

  Business response

  11/18/2023

  The sales receipt for the transaction is attached, with personal contact info redacted for protection.  This is the only written evidence of what was ordered on the day of sale.  For each sale, we require the customer to initial an acknowledgement of our return policy.  They are also required to sign the sales contract.  We also require an initial or signature in at least two other places on the sales contract.  The customer had several opportunities to review the sales contract which clearly states he was purchasing a chest, not a dresser.  Our sales associates are furniture professionals, and we strive to be sure every order is correct before it is finalized.  This is the reason we require so many initials and signatures on the sales contract.  We have worked with the same delivery service for several years and they are the utmost professionals.  They always have at least one member of the team who is fluent in English.  We should not be held responsible for our customer's negligence (his word) in reading a contract he is signing, nor for his discomfort with our Hispanic delivery team who did nothing wrong.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Love seat sections are loose and you can basically pull them apart.

  Business response

  08/24/2023

  We are a reseller, not a manufacturer, of furniture.  Like most resellers, we adhere to the manufacturers warranty requirements when dealing with product issues.  We are our customers advocate when dealing with the manufacturer.  When ******************** informed us of her initial issue with the loveseat, we handled all negotiations and repairs with the manufacturer and eventually convinced the manufacturer to replace the loveseat.  ******************** informed us of an issue with the replacement loveseat involving loose sections.  We scheduled a technician at our expense to tighten up the sections on the loveseat, which still was not satisfactory to the customer. The manufacturer would not agree to replace the loveseat a second time because they determined the issue in the 2nd complaint was within their acceptable tolerance level for movement/looseness.   
  
  

  Customer response

  08/27/2023

   
  I am rejecting this response because:

  We have documentation that we purchased the item from Carolina Furniture Concepts.  We sent a video showing how loose and damaged this piece is.  You can actually pull it apart 6 inches as shown on video.  

  If we don't get a refund, we will take it to small claims court where you will pay for our refund, lawyer and court costs. 

  
  

  Business response

  08/29/2023

  We agree that the loveseat was purchased from Carolina Furniture Concepts.  But like most retailers, we are bound by the manufacturer's warranty and return policies.  In this case, the manufacturer has determined the issue that resulted in a complaint was within their tolerance levels for looseness.  We have fought for the customer in our discussions with the manufacturer and was able to convince the manufacturer to replace their original loveseat.  But we have been unable to obtain a second replacement for the customer.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON AUGUST 10TH I PURCHASED FURNITURE. THE SALESMAN PROMISED A 2-4 WEEK DELIVERY.UNOP CALLING THE COMPANY FOR DELIVERY SETUP I WAS TOLD MY DELIVEY DATE WAS **** TO MID SEPTEMBER WHICH IS NOT WHAT I WAS PROMISED I ASKED FOR A REFUND AND WAS TOLD NO BECAUSE ALL SALES WERE FINAL AND NOTHING COULD BE DONE.

  Business response

  08/17/2023

  We are working with the manufacturer to expedite the delivery of the furniture and are optimistic we will receive it soon.  We will contact the customer as soon as it is available.

  Customer response

  08/23/2023

   
  I am rejecting this response because: I was again informed on August,21,2023 that the furniture was still on back order and would not arrive until mid September.I again asked why I was not informed of supply promblem at the time of the purchase on August,10  of 2023 being the salesman was aware of  the back order problem. He said nothing and offered a 2-4 delivery guarantee. I have it in writing on the oringal contract. I would like a refund plus 10% interest for time and effort wasted! ****
  
  

  Business response

  08/24/2023

  When ordering a product for a customer, we give the customer our best estimate of the shipping date based on information provided by the manufacturer.  But we are a  reseller, not a manufacturer, and we ultimately have no control over the manufacturers shipping process.  We can only estimate based on the information provided to us by the manufacturer.  At the date of sale, the manufacturer was estimating a 2 to 4 week ship date. Subsequent to the sale date, the manufacturer updated the expected ship dates.  Currently, they are estimating it will be shipped in early September.  
  
  

  Customer response

  08/24/2023

   
  I am rejecting this response because:I JUST WANT A REFUND. I WAS TOLD BUY **** THAT THE SALESMAN WAS AWARE OF THE BACK ORDER AT THE **** OF THE PURCHASE AND SHOULD HAVE INFORNED ME OF THE DELAY,.WHY WOULD I  WAIT 2 MONTHS OR MORE FOR FURNITURE. CAROLINA FURNITURE ARE DISHONEST LIARS PLAN AND SIMPLE AND CONTINUE TO LIE AND DELAY THIS PROCESS. IM ASKING THE BBB TO GET MY REFUND OF LIST MY COMPLAINT ON THEIR RECORD SO EVERYONE CAN HEAR ABOUT MY TERRIBLE EXPERIENCE OF HOW CONNIVING AND DISHONEST THEY BEEN WITH ME I AM A DISABLED VETERAN AND THEY HAVE TAKEN ADVANTAGE OF ME I JUST WANT MY MONEY BACK PLEASE!!!
  
  

  Business response

  08/29/2023

  We do not agree with ************************ description of the issue.  Our sales contract says the expectation is 2 to 4 weeks, but that it may take 8 to 12 weeks for special orders.  We are within that time frame, and the order has been shipped by the manufacturer to us and we should receive any day now.  We will contact ******************** once it is in our warehouse.

  Customer response

  08/31/2023

   
  I am rejecting this response because: I reiterate the salesman guaranteed a 2-4 week delivery I still have the orginal contract no where does it state anything about my purchase being a special order however it is documented for a 2-4 delivery. I again find this business untrustworthy and deceitful in regards concerning this matter. Never again will I purchase or recommend to anyone to do business with Carolina Furniture Concepts!!! 
  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought and paid for in full a new sofa recliner set. When delivered in May of 2023 the back leather panel wears torn and the wood brace backing was broken. They said it would have to go through warranty. After a month I called and let them know no o e has called. The warranty lady ******* told me it would be months before they could get the repair panel.That is unacceptable, I ask for a replacement sofa and the manager called me and said it had to go through warranty. I ask for a replacement sofa again and let her know I would write a ****** review and let the general public know of the horrible business customer service and that we will not ever buy again. The fact is the delivery people damaged the sofa. Flex ****** will not warranty it. Carolina concepts needs to replace the sofa. They claimed to have several in the warehouse??????

  Business response

  07/19/2023

  ********************** purchased a sofa and recliner in September, ******************************* our warehouse for 3 months until his house was complete.  His house was delayed, and we agreed to store his sofa and recliner in our warehouse, at no charge, until completion, which ended up being 8 months. Upon delivery, ********************** reported the scuff marks noted in the pictures he provided, which appear to have been made during the delivery.  We responded that our manufacturer's policy requires us to repair minimal damages that can be returned to a new state, while retaining and using the furniture in their home.  We informed ********************** the panels had been ordered and would be replaced as soon as they arrived. On July 13, 2023, after several calls and emails requesting a replacement sofa, he emailed to inform us that the frame on the sofa is also broken.  ********************** has not been satisfied with our proposed solution.  We continue to offer to replace the panels with brand new panels, which he rejected.  Since the frame issue is a new complaint, we have offered to perform an inspection to determine how best to proceed with that problem, which was also rejected.
  
  

  Customer response

  07/19/2023

   
  I am rejecting this response because:
  They did NOT offer to come inspect the damaged sofa frame at all. That is a lie, They knowingly delivered a damaged sofa. I had to call Flex Steel to see if they ordered the repair panel. Do I need to take a legal Avenue?

  Business response

  07/19/2023

  If ********************** did call Flexsteel as he noted in his reply, he would have discovered that we did in fact order the damaged panels upon his reporting of a problem to **.  We use a third party delivery service.  The damages on his sofa were not present when they left our warehouse - we would not knowingly release a damaged product for delivery.  It is understandable he did not hear our offer to send a technician out for an inspection - his tone and demeanor during his calls to our service department made it difficult to communicate with him.  Our original offer to resolve the problem is still available - we have ordered the panels and will replace them as soon as they arrive, and we will schedule a technician to inspect the frame for damage to determine the appropriate resolution.
  
  

  Customer response

  07/20/2023

   
  I am rejecting this response because: You stated if I called Flex Steel in your BBB response.
  I actually called Flex Steel and have an email thread from ***************** from Flex Steel. I also have a phone log of all my phone calls to Carolina Furniture Concepts, I had to call Carolina furniture Concepts to even get any update on the sofa. You didnt call me to give me an update. Doesnt matter if the new sofa was stored at your warehouse, it was delivered damaged and was told to call you the following day. I ask for a replacement sofa because of the damage, the sofa sits in the middle of the living room, so its noticeable. When told it will take months to repair!

  Business response

  07/21/2023

  We continue to offer ********************** the same resolution to the matter that we offer to all of our customers.  It requires some patience, like we exhibited when we stored the customer's items for 8 months instead of the originally agreed upon 3 months.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They illegally purchased my contact info from somewhere and are sending me spam text messages. I asked them to stop but they continue. I never purchased anything from them and certainly never will considering that they are illegally contacting me when I never opted in. Shame on you. You are disgusting.

  Business response

  05/27/2023

  We do not purchase or sell lists to market to.  We use phone numbers and emails from customers that have purchased from ** to send our eblasts and text blasts to.  Sometimes, customers change phone numbers, whether they change carriers or for a variety of reasons.  This could have been a phone number in our system that someone owned prior to Mr. ********

  We have removed his phone number from our system.  

  In addition, as shown on Mr. ********* attachment, if he simply would have typed in STOP, our system would have automatically removed him from any future marketing messages.

  We hope this resolves the issues at hand.

  Thanks

  *******************, General Manager

  Customer response

  05/31/2023

   
  
  I reject your response due to its disingenuous and incorrect nature.

  My phone number has been mine since ****. This is a matter of record, not conjecture.

  My cell number predates your company's inception in **** when it was registered with **, and **** when the domain was registered, precluding the possibility that it belonged to a previous customer you might have had.

  Despite assurances from your manager that my number is not in your system (via voice mail over the weekend), I continue to receive communications from your company via unsolicited and disturbing text, clearly indicating otherwise. I have provided a screenshot as solid evidence of this claim with two instances 5 months apart.

  Your claim that I could have opted out by clicking 'stop' is patently false. I must reiterate that this is not an isolated incident - I received the first unsolicited message five months ago and immediately clicked 'stop'. The continued flow of unwanted messages from your end blatantly disregards my explicit request.

  In response to these egregious violations, I am compelled to report this issue to the ************************ (FTC). My phone number is listed on the national Do Not Call registry, a fact that your company seems to be flippantly disregarding.

  I demand that you issue a public apology to all recipients of such unsolicited messages, as this behavior not only violates user privacy but also infringes upon FTC laws.

  Let me be clear - such serious breaches necessitate equally serious action. Compliance is not a matter of choice, but a requirement.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩