ComplaintsforCrest Furniture Inc.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2017 I filed a request to have my dining room table bench repaired which was under warranty. Multiple follow up calls were made on this request, it was never fixed and eventually I was told the table was discontinued. To rectify the issue they issued a $716 credit. No other details were given.I returned to the store in search of a new table but never found anything I liked. I returned multiple times throughout the years looking for new items to redeem my credit but never found anything. Each time I returned I check on my credit to ensure it was in good standings and I was assured it was.I recently was at the store in July 2024 looking for a recliner and was reassured my credit was valid.My bed frame cracked last week and my husband and I are currently sleeping on a mattress on the floor. I returned to the store on 8/26/24 selected a bed and picked a delivery date.Come time to pay and use my credit the representative advised there was no credit and it was cancelled. He proceeded to ask if I returned the dining room table. I told him no, he said I was supposed to return the table in order to get the credit. I advised him at the time the credit was issued I was never told I needed to return the table nor did Ashley ever contact me about picking it up. He also said it has been seven years since the credit was issue. I told him thats correct but I was never informed there was an expiration on the credit. Nor was I contacted about the credit.I did what I could by checking on my credit periodically and was never told it was cancelled I was always told it was valid. Ashley is now refusing to issue the credit one because I didnt return the table and two because of the length of time. As a customer how can you hold me responsible for something I was never inform about. I was never told the table needed to be returned or that there was a credit expiration.I am requesting the $716 credit I was promised so I can buy a bed. Im still spending over 1k in their store.

  Customer response

  08/30/2024

  Ashley Furniture

  ************************************

  My address is

  *************************************************

  Business response

  09/05/2024

  Good morning,

  It is accurate that we were not able to replace the damaged bench due to it being discontinued. In accordance with the warranty, we then approved a full reselection of the dining set, since the customer would not have use of this part. At the time the reselection was approved on 12/19/17, the customer was notified that she had 2 weeks to reselect. This is standard and customary for our business and most customers make a selection immediately, since the claim was placed due to loss of use. Customer made an inquiry after 11 days on 12/30/17, asking for the bench to be replaced. We reiterated the lack of availability, which she was understanding of and indicated that she would make a selection soon. In good faith, we extended the reselection window. We spoke to the customer again on 1/25/18 and indicated that a reselection would need to be made soon, otherwise the credit would be cancelled and could not be reinstated. On 2/6/18 we left the customer a voicemail indicating that a selection would need to be made by 2/12/18 or the credit would be cancelled. A reselection was not made and the credit was cancelled. 

  This credit was issued due to the customer's loss of use. Seemingly, the customer continued to use this set for nearly 7 more years, and even now, is looking to purchase a bedroom set, not a replacement dining set. So the credit issued for loss of use was clearly issued in error. The customer paid $109.73 for the bench in question. We would be willing to issue a credit in that amount to resolve the complaint, since this was the only item for which the customer experienced a loss. 

  Thanks

  *****

  Customer response

  09/05/2024

  
  Complaint: 22210398
  
  I am rejecting this response because:
  I was never told the dining set needed to be returned. In speaking with three representatives I was told they would refund the warranty cost. I am willing to accept credit via cash or check for the warranty and the bench.

  
  Regards,
  
  *******************************

  Business response

  09/11/2024

  Good morning-

  Based on the fact that the reselection was never made, I believe this customer would be entitled to either a ********************** credit for the warranty OR a store credit for the bench, but not both. This is due to the fact that, without a warranty, this bench would not be eligible for a credit. Per the terms of the warranty, if the bench were covered, we would issue the customer a ********************** credit for $109.73 toward the reselection. If the customer had never made a claim against the warranty, we would issue the customer a ********************** credit for the original purchase price of the warranty, which in this case is $209.95. Since no other claims were made against this warranty, it would make sense to offer the customer this ****************************** credit. But to be clear, neither scenario would result in a refund.

  Thanks

  *****

  Customer response

  09/12/2024

  
  Complaint: 22210398
  
  I am rejecting this response because:
  
  I paid extra for the warranty which was never used as the bench was unable to be replaced or repaired. I wish to cut ties with this company and do not want to patronize here. I will accept cash or check payment for the warranty.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered furniture from the **************************************. I was supposed to have delivery Saturday, August 17. On Wednesday, August 14th it was confirmed that the delivery would take place on Saturday. The woman on the phone stated that someone would call on Friday evening to confirm the time frame which the furniture would be delivered. On Friday evening, I still hadnt heard from anyone so I called myself and ****** stated they had a System outage and were canceling all deliveries. No one called me or emailed to let me know on the cancellation. They said they would be doing deliveries on Sunday since they had to close on Saturday. I call on Sunday Morning morning, and they state the outage is still going on. Days later, still no information, not offering refunds and giving run around. Not once has ****** reached out to apologize for the situation or even make us aware of the situation. After my own research and speaking with others, this is a common occurrence with ******. ****** should be ashamed of themselves for treating customers this way.

  Business response

  08/21/2024

  Good Afternoon,

   

  May I please have complaint id number#******** transferred to Crest Furniture, Inc.?

   

  Thank you,

   

  ***********************************| Customer Experience Specialist

  Ashley Global Retail, LLC

  ****************************************************

  p : ************ | *************************************

  www.ashleyfurniture.com

  Business response

  08/28/2024

  Good morning. 

  We unfortunately did experience a complete systems outage on Friday 8/16 which prevented us from completing deliveries previously scheduled for 8/17. Without access to our computer systems, we were unable to look up any customer information to provide them with meaningful updates. This was a great inconvenience to all involved and we apologize for our inability to service customers the way we are accustomed to. The first computer access was regained on Wednesday 8/21/24 and, at that time, this customer agreed to reschedule their delivery to Friday 8/23/24, which was completed, as expected.

  Thanks!
  *****

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently received 2 couches from Value City Furniture that were both defective and the quality of the fabric is terrible as well. I reached out to Value City and they told me I can pick out new couches but they forced me to pay a restocking fee as well a substantial amount more for the new couches that I picked out. Needless to say, I am quite disappointed as I have been a loyal customer for many years as well as many of my family members and I would appreciate the same loyalty in return and standing behind their products.

  Business response

  07/19/2024

  Dear *********************************,

  We believe you want Value City Furniture of **********, our company. You can call #************ for the store location or their **************** #************.
  If you have any further questions or concerns, you may contact our ************* Team at ************.

  Sincerely,

  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Business response

  07/25/2024

  Good Morning. 

  The customer's initial call to our service department indicated that she was not happy with the fabric she selected on these custom ordered reclining sofas and that she found them difficult to operate. She was directed to the store, as these would not generally be considered defects, rather a customer-preference issue. Despite the fact that these were custom ordered, which would normally be deemed "final sale", due to the personal nature of the selection, the store approved a reselection with a nominal restocking fee of approximately 10%. We did this while incurring a not insignificant financial loss on the returned items, in the name of customer service. The "exorbitant" additional cost of the reselected items was $479.75, largely due to the fact that the customer upgraded from manual reclining sofas to power reclining sofas. We are not obligated to offer any returns on non-defective items, but made an accommodation for this customer. As this costs our company money, we ask that the customer help shoulder a small portion of the incurred expense, which I think is justified and appropriate.

  Thanks,

  *****

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a lot of furniture there. And sofa is really wearing bad.it looks 20 years old.I been trying to get them out to look at it.I finally after weeks of trying they came out on 7/3/24.The tech said it's really bad and should be replaced and it's made with shotty material and will happen again.Id like them to send the cushions to be professionally stuffed with quality material.i can't get a call back.they were. Supposed to let me know and after a week still no answer.Warranty ends soon.i think they're stalling

  Business response

  07/20/2024

  Good Morning. According to my service records, we have ordered new cushions for this customer, to be delivered directly to the customer. Additonally, it appears that the customer was notified by phone of this action on 7/15/24. There appears to have been a delay in getting the technician's report, which resulted in a longer than usual response time on our part. My apologies. 

  Thanks,

  **********;

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sofa and loveseat from value city furniture that was delivered on 5/4/24. I also purchased an 5 year extended warranty. On 6/3/24, one of the wires from under the loveseat was cut in half by the power recliner mechanism. We contacted the store and the set up a date for the repairman to come look at it. He said he had to order a part, and got on of recliners on the loveseat to work. On 6/8/24, another wire broke from normal use and i contacted the store to let them know. They didnt seem to care and said my part for the first wire still had to be reviewed. I told them the sofa and loveseat are literally brand new and should not be breaking like this and that i wanted a refund and or store credit so i could replace the sofa and loveseat for different ones, as i dont see this issue of breaking to stop. They said the issue has to be reviewed. I have called everyday since and requested the manager of the store call me back. AS of today, I have not received even a callback from this manager

  Business response

  06/20/2024

  good morning,

  We spoke with the customer on 6/13/2024 and confirmed we have both of the needed wires on order for the customer. We explained to the customer that when they receive the wires, we will send a different technician to have this addressed correctly. The customer also mentioned concerns about the wires on the other piece. We explained that we will have a technician address all issues when he comes out to install the wires. If any additional follow-up is needed, we will reach out to the customer to discuss. 

  Thank You,

  **************

  Customer response

  06/25/2024

  
  Complaint: 21843724
  
  I am rejecting this response because:
  
  I originally called for the love seat to be repair on 6/4/24. It is 6/25/24 and my love seat is still broken. I bought the love seat and couch 5/4/24.  I used it for 1 month before it broke. It is now sitting in the living room and I wasted over $4,000. I reject the business response because I had to call 4-5 times to get the manager to call me back. 
  As of today, 6/25/24 the wires have not arrived.  The love seat is still broken and the business has done absolutely nothing to remedy this situation. I want a refund for the love seat and couch. I am in the process of filing a complaint in the special civil division of ocean county superior court. I will be suing for damages totally the price of the couches and loss of use of same. The business needs to get it together. What they are doing is 100% illegal. Test me
  
  Regards,
  
  ***************************

  Business response

  06/28/2024

  Good Afternoon,

  The parts were ordered on 6/10/2024 and normally can take 4-6 weeks to come in. The parts have arrived at our warehouse today. we shipped these parts out today from *********. The customer should be receiving within the next 3-4 business days. We will dispatch the technician once the customer has possession of the parts as discussed on 6/13/2024.

  Thank you,

  **************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought a couch for $3,687. The cashier said he rang my debit card twice so he refunded me a payment. The next day, accounting dept called & said he actually only rang me up once so the refund he gave canceled out my payment. But $3,687 was already taken out of my checking acct. When i explained this, They said it takes 7_10 days to get the refund & wanted to charge Me another $3687 which I don't have bc the refund is not there yet. Now I have no couch & my money has not been refunded.

  Business response

  06/07/2024

  Good morning,

  Please be advised we are unable to locate an account in our system using the name and phone number provided. Please provide a phone number that would pull up the account or the SAO/Invoice number so that we may review and advise on this matter.

  Thanks,

  Lauren M

  Customer response

  06/07/2024

  
  Complaint: ********
  
  The order is under ****** ******* with an email address of:  *************************** *nd the telephone number on the account is ###-###-#### 
  
  
  Regards,
  ***** ******

  Business response

  06/07/2024

  Good Afternoon,

  The information provided doesn't pull up an account in our system. We would need a different phone number or the invoice number for the relevant order. We called the phone number provided to advise but there was no answer, so we left a voicemail.

  Thank You,

  Lauren M

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Transaction date 4/1/24 Store visit 3/30/24 Delivery date 4/13/24 Purchase price: $2065 I visited the store with the intention to purchase a bed. I asked the salesman if they had a cheaper purple mattress than what was in the store. I asked if it was the same plushness as the one in-store. I was told yes. Mikale created the invoice and everything that would come with it. I asked about the return policy, he said that there was a restock fee but didn't know how much. Never once said it could not be returned to the original payment. They led me to believe it was risk free with a trial break in period. They delivered the bed and it was not the same level of plushness as the one I tried in store. I called the store about the missing speaker I was to receive with it. I was told it would be a few days after delivery. Then Everytime I call the store mikale or beth say to give it a week. It has been over a month and no resolution or refund of the speaker price or to take the bed back. Since the time of delivery they have not fulfilled the contract terms. I've called them 5-7 times and have asked to speak to a manager, the manager doesn't exist, he or she has never called and corporate just transfers me to the store. Second issue was that when I met the 30 days to trial the mattress which they did not have in the showroom, I was told that I would have to pay almost $400 in restock fee and they don't refund money, just store credit and I would have to pay for the next bed to be delivered again. I want to be done with them completely, they can have their bed, and the frame, I will pay the dumb restock fee if it means I get my 2065 back and never have to deal with them again. The way the conduct business is egregious and they should not be deceptive by omitting details of the return process. To have a sales person telling me they accept returns and that I would get the speaker, to then be told to keep waiting and they won't give me my money back should be a UDAAP violation.

  Business response

  05/16/2024

  Good Afternoon,

  Please be advise we don't have a return policy. We are extending a courtesy by allowing the customer to select a different mattress for equal or greater value. The customer would be responsible to pay a disposal fee of $300 as well as a re-delivery fee of $49. Since we don't have a return policy, this is the only option we can provide to the customer. Please see the highlighted portions on the attached document where it is explained in the final line: "No agreement, guarantee, representation or warranty by an employee of Ashley Home Store shall bind unless it is in writing". The attached document also explains the only way to get a full refund is if the order is cancelled 3 days after making the sale (before delivery). Once the item is in the home, there are no refunds, so this is the only option we have for this customer's situation.

  Thank you,

  Lauren M

  Business response

  05/21/2024

  Good Afternoon,

  The speaker was delivered by UPS on Monday 5/20/24 at 3:04pm.

  Thank you,

  Lauren M

  Customer response

  05/21/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  **** ********

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On April 17, 2024 - I went to Ashley Furniture located at *** ******** ***** ******** ****** ** ***** to purchase furniture and a mattress, that I had previously looked at. Our sales associate Charles M********* asked if we wanted their mattress protector, which I had agreed to for $109.99. The sale was finalized and following week the furniture was delivered on 4/25. Several pieces were damaged and we decided to sent back 1 of the nightstands. When signing for the delivery, I noticed a 5 year protection plan I never agreed to for $299.99. Charles never asked if we wanted this plan but added it to my bill, for what my guess is, is some type of commission. Called Ashley Furniture to have it asked to be removed but was told we would need to speak to the manager, Carlyle who was not in until the following week. Called the store on Monday 4/29, was told the manager was not in until Wednesday. Called again on Wednesday morning 5/1, was told the manager would be at noon. Called back at noon, was told they would take a message for a call back. Asked to speak to the sales associate Charles, who stated "I know we discussed the protection plan" which was a lie. The only thing discussed was the mattress protector. Which is not a plan, it's a physical item. My boyfriend was present for this transaction and also was not made are of the protection plan. After hanging up with Charles, I waited on a call back but I never received one and decided to call again, this time asking to wait on hold to speak to Carlyle. He said since the furniture was delivered there was "nothing" he could do. But all the furniture hadn't been delivered at this point, we were waiting on the replacement nightstand; and we have been calling for a week. After pleading our case, that Charles scammed us, he said he would call us back. Never heard from the "manager" again. My issue has not been resolved as I did not agree to this protection plan and want the money reimbursed.

  Business response

  05/10/2024

  Good Morning,

  We have reviewed this customer's account and found that the customer signed paperwork at the time of delivery confirming they want to sign up for the protection plan. The customer had up until the day of delivery to cancel the protection plan. At this point this can't be refunded due to the fact that the items have already been delivered. I have attached the paperwork from the point of sales where customer signed off on warranty.

  Thank You,

  Lauren M

  Business response

  05/16/2024

  Good Morning,

  As a 1-time courtesy we will issue the amount spent on the warranty back to the customer in the original payment method. This has been entered in our system and will be visible on customer's paperwork within 1 billing cycle.

  Thanks, 

  Lauren M

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  ***** *******

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase or Swivel glider recliner on 2/12/2024. The glider is making ungodly noise in squeaking and banging. Contacted service and their first words were you declined the 5 yr protection. Whether i did or didn't buy it, the furniture should be having mechanical issues. This is the 3rd piece of furniture that I have bought from them that there has been an issue with. When I called the store directly the receptionist stated that once the furniture is in the home that there is not much that can be done but would pass the note on to the manager. In the video attached about 14 seconds in you can hear the noise that the recliner is making. It sounds like it is falling apart.Have video on chair rocking with the noise emanating from it but can't upload it as it is an mp4 video

  Business response

  05/15/2024

  Good Afternoon,

  We have reviewed this claim and the technician that went out on 5/7/24 recommended for us to order a new swivel base and mechanism. We reviewed this on 5/11/24 and a representative contacted the customer on 5/13/24 to inform of the parts being ordered. The customer seemed satisfied by this. Once the parts are sent to the customer, we will have the technician complete the installation. 

  Thanks, 

  **************

• Initial Complaint

  05/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  03/14/2024 boought Draycol Collection Reclining Sofa from Ashley Oultet store in ************Withing 30 days store was notified of a defect within the cushion on the right side out couch(looking at in from the front). They sent out a technician who confirmed that there was a manufacturer defect in the cushion of the couch that he would submit a report and would take 3-5 days to hear on what they were going to do. They ordered a new cushion to replace and would take up to 4 weeks to receive. Received foam cushion however it was flimsy and was something you could buy at a Hobby store, that is the quality of the foam. Tech came out and asked if we wanted to replace it, told him No due to the poor quality of the foam cushion. He contacted both the store and Repair place and informed them we refused to have it replace due to the quality of the replacement foam. The tech even said that if we replace the foam, it would be harder to get Ashley to do anything and he had cases to where he replaced the foam and in 2 weeks that same problem occurred, and Ashley did nothing because the furniture was already in the home. So right now, I have a couch that I can only sit on 1 side of without having back pain cause by a sagging cushion.

  Business response

  05/15/2024

  Good Afternoon,

  We have reviewed this situation and understand that the customer didn't want the new cushion installed because it was the same density as the original. We understand the customer was requesting an even exchange for this, but an even exchange would be redundant because the same type of cushions would be in the new piece. We have no control over the type of cushion that goes in the item because this is the way the manufacturer makes it. It seems like a customization would satisfy customer, but this is not a service we offer. We can come back out to install the new cushion core. An even exchange will not change the situation as the new item would have the same type of cushion in it.

   

  Thanks, 

  **************

  Customer response

  05/18/2024

  
  Complaint: 21668512
  
  I am rejecting this response because: The own technician even said when he came out that he, himself would not install it as within 2 weeks that the exact same problem would happen and that it would be even harder to get Ashley to fix it again. Since Ashley does not want to exchange the piece then refund us back the money less $100.00 for having a faulty couch and they come pick up the couch and do with what they want. Every piece of furniture that we have bought from them on the original sale has been faulty. Two of the three have been repaired but when you have a technician tell you not to do it as he has seen 1st hand what people go through once the cushion is exchanged and how Ashley treats the customer afterwards. ********************** was to have a manager call me back and they have yet to call not that I would talk with them now as it appears Ashley has little empathy for their customers. Should ********************** nor wish to do or offer any type of refund we will go to small claims court for damages as the couch does cause back issues if you should choice to sit on that side.

  Let's say we do allow the exchange of the cushion, what guarantee do I have from Ahley that if the same problem happens with 2 weeks as the technician has stated he has seen happen that they will fix it? This issue started within 1 week from having a new couch, Ashley should have exchanged the bottom part of the couch rather that sent a cheap piece of foam. 

  
  
  
  Regards,
  
  *****************************

  Business response

  05/30/2024

  Good Morning,

  We have reviewed this with the customer and have offered for the customer to select a different item. The customer paid $923.95 for the item so we will offer $823.95 as store credit towards an item of their choosing. 

  Thank You,

  **************

  Customer response

  06/09/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

*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. ↩