Crest Furniture Inc.

Review: I am writing about the company Value City Furniture. I was unable to find the business by that name, however, the address matches that of Crest so I will file it here. I purchased a dining room table and chairs in January 2015. The finish on the top of the table is peeling off completely and looks terrible. I called the customer service department over five times. One time I spoke with a live person who told me the man I needed to speak to was off, but gave me a reference number [redacted]. He asked that I text pictures of the table to number ###-###-#### in which I did. I never heard back from anyone again. I called back on several occasions only to be hung up on after waiting countless minutes on hold. I purchased an extended warranty on this item in addition to the table not even being one year old yet.Desired Settlement: I would like the table replaced.

Business

Response:

Good afternoon, I will have someone call the customer today to get photos of the condition of the table. Thank you.

Review: I purchased furniture from Value City Furniture last winter. When I purchased the furniture the salesman explained if I purchased the protection plan for the furniture repairs would be covered (in my case the sofa was torn and the end tables are chipping away). We did not notice immediately because furniture was delivered late at night , and when brought to their attention they explained we only had a week to notice the problems. Unfortuantely we did not. It was not right away we found problems. The torn sofa got worse and they did send someone to look at. He explained there was nothing he can do. Torn fabric was not covered. As for the end table "our cleaning people ruined", as he said. They came a few more times to evaluate over a course of months. The last repair man who came even told us the couches frame was all cracked. Honestly how would we be able to tell that. They said they would get back to us with their decision whether they would repair, replace. It took us several calls to them before they gave us their answer one month later. We were not covered. When we contacted the manager, Steve at Value City he said he would do his best to help us. We contacted him several times and again he would get back to us. The fact of the matter the salesman who sold us the furniture lied about what is covered for repairs. At this point there is nothing we can do with the furniture. Torn, cracked and unsitely and unsafe. After reading up on the company now, it appears a lot of people have had the same problem. They were mislead when taking out the warrantee, or they too had cracks and torn furniture. Would you kindly help us.Desired Settlement: We would gladly take a refund, but we know that is unlikely. We take a credit at this point. We cannot use this furniture or the warrantee.

Business

Response:

The protection plan provided to the customer states that rips and tears are covered in leather only. The exclusions portion of the contract also states it does not cover misuse of the covered product. The technician's report states that this is exactly what has occurred with this merchandise. We have already returned the amount the customer has paid for the protection plan to them as store credit. We will offer to refund this amount in the fashion they paid instead.

Consumer

Response:

I am rejecting this response because:

We had problems with this furniture from the beginning. The end table had to be fixed twice and is still chipped on the bottom. All the stuffing came out of the couch pillow which was never sown correctly. We went to the store and checked the couch and the piping was sown. The couch is also cracked in the back. They did nothing about that. BIG DEAL THEY REFUNDED THE INSURANCE COVERAGE MONEY. THEY DON'T COVER NOTHING!!!!! It's impossible to get answers from them and call backs. It took them a month to get back to us to let us know they were not doing nothing for us. I have furniture which I am still paying for for 5 years and it didn't even last 5 months. Now what? The holidays are coming up and family comes in where am I supposed to sit them? Value City is taking advantage of customers. I work very hard for my money and to pay for damaged and poorly made furniture is unacceptable. By the way. the dining room table had to be tightened a few times too. Again another poorly made piece of furniture. I also contacted Corporate Office and no one has gotten back to me. Value City needs to be put out of business. I need furniture that is going to last. Now I am paying for broken furniture for the next 5 years. I will not recommend Value City. How does a consumer get protection? Also who are the people they hire to come and fix and look at the furniture? They take their word over a paying customer? Ridiculous. I have damaged goods and they don't want to work with me to solve this. I need a living room set. Maybe a better set then what I purchased but they don't seem to care. This set that I purchased is not good quality. They can claim damaged product. So what happens next? Thank you in advance.

Business

Response:

We will replace the end table as a courtesy and will order parts and repair the sofa in our shop also as a courtesy. The amount of the protection plan will remain as store credit for the customer to use as the policy will be cancelled after the table is replaced and the sofa is repaired.

Review: I purchased a mattress on 4-22-11.I reported it they sent out someone to inspect and said it had couple stains

and denied any replacement.the warranty is 10/10yrs.the stains are secondary they can be cleaned.that has

nothing to to with the inside structure that is broken.the one side slants when laying on it no support.

someone has already fallen out of bed from that issue was hurt...

Business

Response:

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

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased the table around Labor day of 2014 in their Middletown store, with a protection plan. The table is an 11ft table with (3) leaves when fully extended. Something got on the table and dried, I did not notice it until after it was dried, when I tried to wipe it off, it wouldn't come off. I had a protection plan so I inquired. Value City requires you to send in pictures, I initially did on 6/5/15, they called on 6/7/15 and left a message for me to call back, I did on June 8th at that time they advised that I was not covered since it seemed to be a burn, I advised them it was not a burn. I called [redacted] who I financed the table through they advised I should call back and speak to a manager and if that did not help then to file a claim with your organization. I called back on 6/9/15 spoke to Blondel who had me resend more pictures and take off everything from the table, which I did, no one responded so I called back on 6/10/15 spoke to another lady, she advised I need to send in pictures, I told her I did she placed me on hold and then they advised they would repair the table, however they could not take just the leaf that was damaged they need to take the entire table, she also advised it would take 5-8 business days. They picked up the table on June 19th. I called on 6/26/15 on my lunch break to follow up and again spoke to Blondel, she told me that no one would advise me it will take only 5-8 business days. I asked to speak to a manager and she refused to allow me. She told me she would call some man named Mike and would call me back by 3pm on Friday 6/26/15. It is now 6:30AM on Tuesday 6/30/15 and Value City has yet to return my call or advise where and when I will have my table. I only have one table, meaning I have been without a table since 6/19/15! I do not trust this company, I have an entire house full of their furniture and I can guarantee I will never purchase furniture from them again! I appreciate any assistance you can provide.Desired Settlement: I would like my repaired table returned to me as soon as possible. I find the business practices to be unacceptable. I find it sad that businesses do not seem to take pride in their customer service any more. With the internet and so many options I would not think it is good business practice to annoy your customers because when you lose your customers you lose your business, your employees lose their job. Your customers are more important than you realize.

Business

Response:

The customer's table was completed and they were left a message today to schedule delivery.

Consumer

Response:

My complaint #[redacted] below will not allow me to add any additional comments at this time. The table was returned today and was damaged. The company left staples in the repaired leaf and placed all the leaves back in the table and closed it. Which in turn damaged another leaf. The driver called the company and they had to take back the leaf that they damaged, since from the beginning I only wanted them to take the damaged leaf and they refused to do so. So I am requesting that the company is sent another message as they did not return my table in a satisfactory manner. If I do not receive a response in a timely manner I will open a new complaint with your organization on Monday morning.

Business

Response:

We will replace the customer's entire table as refinishing one leaf will cause it not to match the rest of the table.

Review: Damage has been done to my property and almost five months later I have not had this addressed. Im owed $2,000 for repair of damages and nothing has been done.Desired Settlement: On 1/7 I received furniture fr Ashley Furniture. When driver drove out he tore two ceiling tiles off ceiling & pulled down a light fixture. Been trying to contact someone since 2/5 at 1-800-[redacted]. I spoke to customer service reps that they'd notate account. Never received callback. on 2/23 I was put in touch with Blondell H. Her supervisor Howard K said there was a stature of limitations as to when damage can be reported. I never signed signed an agreement stating such.

Business

Response:

The damages were reported more than 5 weeks after the delivery. After speaking to the drivers we feel this damage was not caused by their delivery.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I reported this February 5th when the contractor came out. I did NOT sign a waiver on a stature of limitations on when damage was to be reported. I was never informed by my sales rep, management, or customer service reps on a time limit. It took your customer service reps three weeks to get me in contact with the correct department. My manager and her team physically saw the truck drive out and pull out the ceiling tiles and the insulation thus the pictures.

Regards,

Business

Response:

The damages (after 5 weeks) could be attributed to any number of things and cannot be solely blamed on our drivers.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did NOT sign a waiver of stature of limitations on reporting damage. The damage was witnessing as it happened by my management. I deserve some sort of compensation for the damage your driver did that was witnessed as it happened.

Regards,

Review: We purchased a [redacted] box spring and mattress from [redacted] in November of 2013. It comes with a 5 year "no worry" service agreement. The mattress & box spring are sagging so we called Crest customer service and they sent an inspector to very the complaint . When he took his measurements they were both sagging on one side of the bed 2 inches plus. He told me that customer service or someone would contact me within 5 business days with the resolution, that was on December 5th. Since then I have try to get an answer at least six times and all I get is a run around. First, they told me it was because the box spring wasn't new. Then, they checked and said, oh yes it is was new. Then, they tried saying it was the frame of the bed. I told them it was not a metal frame it was on the frame of the whole bedroom set that I purchase from them. Its a [redacted] set with a head board and attached foot board and it was a quite an expensive set.They said that I never purchased it from them. Suddenly, when I threatened to go to the Revdex.com they found the purchase information on the bedroom set.They said they would contact us on Monday. Never did so we called them and are still getting a run around. Again this morning we contacted [redacted] store to see if they can help with no satisfaction. I hope that you can please help us. The mattress and box spring were not cheap. Together they cost almost $2000.00. Obviously, there is a defect in the product. They should not have both sagged 2 inches in less than a year. My husband weighs about 200 pounds and I weigh about 125. I don't consider that overweight.

Business

Response:

We will give the customer credit for the amount of the box spring and mattress to our store so they can select a different set. When the new set is delivered we will pick up the old set at the same time.

Consumer

Response:

we are asking for your help in receiving a full refund.On January 8th, in good faith, we picked out a new mattress & box spring as per the agreement. Delivery was to be on January11th.They were to call us on January 10th and tell us what time delivery would be. They never called so we had to call them. They couldn't tell us when but said there were other deliveries ahead of us.When they arrived at our home and brought the box spring in to set it up the entire box spring was warped. It was like a seesaw. If you pushed on one side it went up higher and same with the other side. We told them this is not acceptable and after the round robin of phone calls they took the old mattress,box spring & the new box spring out. They were not happy and said they would send a service rep. We told them absolutely not.This is the 3rd time for replacing the bed. Told us we would here from them shortly. From 12:00 noon yesterday,we waited all day and never received a call. At 5:15 our sales perseon left us a message saying they could not get in touch with the warehouse. It is now 12:10 on January 12th and no one has contacted us as of yet. Last night we had to sleep on the couch. We are done !!! Please help us! Have the new mattress picked up & our money refunded.

Review: My husband and I bought a couch and love seat from [redacted] in Toms River Nj. When we purchased the set we also purchased the 5 year warranty on the furniture and was told by our sales woman with the warranty NO MATTER WHAT THE DAMAGE it is fully covered top to bottom. It has been over 3 weeks AND 10 PHONE CALLS since they sent a guy from another company to my house to see the damage and he took pictures of both pieces and said the are MANUFACTURE DEFECTS. The love seat both recliners don't work and the couch one on the left side if your standing in front of it. The inside of the love seat that holds the bottom up( which is very very cheap material) when u recline are all ripped on both sides plus the levers to open the love seat are broken too. So when you sit on both seat u fall in. When I first made the complaint my set wasn't even a year old and I STILL HAVE THE TAGS ON THEM...They are NOT USED OFTEN..The guy said since they were MANUFACTURED DEFECTS I would be getting a BRAND NEW set. I just spoke with customer service at [redacted] and she said they ARE NOT giving me a new set and are only fixing the reclining parts on both sets. MY WARRANTY is SUPPOSE to covering EVERYTHING AND ANYTHING...THEY ARE NOT UPHOLDING TO THE WARRANTY and MANUFACTURE DEFECTS ARE TO BE RETURNED AND GIVEN A BRAND NEW SET......CUSTOMER SERVICE IS VERY VERY RUDE AND INCONSIDERATE TOO.........PLEASE PLEASE HELP!!!!!!!!!!!!!!!!! STILL NO RESPONSE FROM THE STORE TO HONOR IT'S WARRANTY...Desired Settlement: STILL NO RESPONSE FROM THE STORE TO HONOR IT'S WARRANTY. I WANT NEW FURNITURE OR MY FURNITURE FIXED. I WANT THE RECLINERS TO WORK FULLY LIKE WHEN I PURCHASED IT AND THE SEAMS REPAIRED THAT ARE FALLING APART UNDERNEATH...

Business

Response:

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

Review: Four chairs delivered to our house were improperly assembled on May 8th, 2014 at 2pm . This includes cross threaded support screws with stripped heads. seat cushion torn underneath, cushion screws falling out and installed in improper spot. This was discoverer after delivery. Intermediately called store/customer service. They did not send delivery crew back. They said some one will call back to schedule service appointment within 48 hrs to repair or access. No call back by Saturday May 10 th (48 hours) I called store manager [redacted] who said he would send an email to service department to get ne chairs. Also manager said 25% restock fee if we attempted to return this furniture. Called service department who said that Saturday and Sunday were no business days. To expect a call Monday or Tuesday. I called Monday to service department. They said Monday was not a business day. After repeated calls to store manage and service department. Service called back on may 14 th after 8pm and said a tech would be out on May 15 th between 1pm-4pm to access furniture, It is after 4pm now NO SHOW.Desired Settlement: We would like furniture replaced or money back ..!!!

Business

Response:

The customer is scheduled to have the damaged chairs replaced on 5/27/14.

Review: This is what has happened. I'm fed up with Ashley Furniture. We bought 2 loveseat recliners on 1/31/15. They told us it would be about 2 weeks tops. We got a total run around for the delivery date and every time you spoke to someone they told a different story. They said it would now be delivered 2/27/15, then that date turned into 3/5/15. When we bought it they said 1 1/2 to 2 weeks it would be in. On our paper it says, est. Del, 2/18/15. then they said 2/27/15 would be the delivery day. They also said they would give us $100.00 back for our troubles, now they're saying they never said it! I got rid of my old furniture thinking we would get the new within a few weeks. The manager says, No one told you to get rid of your furniture. I said, Really. What a stupid statement. Then they told us the furniture would be here 3/5/15 but didn't get it until 3/7/15.

On top of everything with the employee's in the store speaking to me like I was and it, then I had to deal with the Store manager by the name of Mannie, trying to get the hundred dollars that they promised me. They said they needed my acct number, so they could deposit it into my acct. So what do we wind up with? A $100.00 coupon to there store with an expiration date on it to boot. Really, why after waiting for 5 weeks for my furniture, why in Gods name would I want to buy anything else from them. All I want now is the money back that they promised. I could not get anywhere with this Mannie fellow and he was very arrogant with me. None of them in the store had any kind of decent customer relations edict. I tried even talking to the girl who sold us the furniture and she actually laughed at me, then when called her on it she said she wasn't laughing at me. I truly hope you can get the money back that I was told I would get. I would not recommend this store to anyone, ever.

Thank you!

Sincerely,

Shirley l. SchroederDesired Settlement: I want the $100.00 that was promised and not delivered.

Business

Response:

We will refund the customer $100 the way the paid for the sale when they turn the $100 gift card into the store unused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I will return the gift certificate directly to the store. Upon giving back the certificate I expect to receive the $100.00 credited to my acct. If I do not get that, then I will contact the Revdex.com again. Thank you!

Review: First, we provided Ashley Furniture in Cherry Hill, NJ three phone numbers to call regarding delivery, as we were in the process of moving to a new house. We were to receive delivery of a dining room table and chairs, and a bedroom set on Saturday May 31st. They called one phone number we provided, which was the home phone, after they were told the cell phone was the best option. Needless to say, they never reached us until I called them back on Friday when I saw their message; only to find out they took our furniture off of the truck for the Saturday delivery. I am not sure why they would not call the other two numbers after they did not reach us a few times on the house number. So, we rescheduled for Tuesday in which they told us they would come between 1130am-330p,m. So, we took a day off of work to ensure we were home. The delivery team did not show up until 530pm, which would have been after we got home from work. Once here, the deliverymen informed us that the rails that were sent with the order were not the correct ones for the headboard. So, after a few calls with the warehouse, we agreed upon delivery of the new rails on Wednesday after 530 pm with a 5% discount. We did not sign anything stating we received delivery because the product was not complete. About an hour later they called to inform us that they in fact could not deliver the rails because the headboard and footboard that was sold to us in fact was not even a possible piece of furniture to purchase. So we needed to take a different headboard, one, which we didn’t want to begin with. We asked for an additional discount for this and if that was possible, delivery after 530 pm on Wed evening after 530 with the new headboard and correct rails. After many more calls and delivery mishaps (Arriving at times other than promised), as of 6-14-14 we have partial furniture in our house that we are "storing" for Ashley. I have a document with the remaining complaint which can be sent if needed.Desired Settlement: I want the furniture removed with a full refund. I want a discount on the dining room and chair set as compensation for the turmoil we have been put through.

Business

Response:

All of the furniture is being picked up for a refund.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is a partial rejection. The furniture was supposed to be picked up on Friday and they showed up at 1250 instead of after 530 as we instructed them (this is about the 5th failure in terms of delivery/arrival/pickup by them). They are now supposed to come today, keep in mind that we have been "storing" this furniture for them for a week. We have been stuck sleeping on a mattress on the floor and unable to receive delivery of new furniture we purchased because they have not removed this furniture in a timely manner. I do want it removed, so if they do come today that partially solves this. However, I am rejecting the response because I would like some sort of discount on the dining room furniture that we purchased due to this whole inconvenience and because we need to "store" their goods in our house which in turn, does not allow us to accept delivery on new furniture from another store.

Regards,

Jennifer Evans

Consumer

Response:

Yes the furniture has been picked up and we have received a discount on the table and chairs we have purchased. This case can be closed.

Review: WE purchased three pieces of furniture from Ashley furniture, and also purchased their warranty, we saw the color of the leather sofa recliner rapidly declining we contacted Ashely an was told to take photographs and forward them, and we should get a reply within 72 hours. I hearing nothing we called, and was asked why we waited so long to contact them, we explained we had gone to t5he store and was they could not help that it we would have to contact he insurance co , after several more attempts & after forwarding the pictures We have heard nothing. each time we call we are told to wait 72 hours. to date no response. we were talked into this coverage to protect ourselves, we are seniors and this was a lot f money to put out for nothing, They should not be allowed to take your money and walk away. any help would be appreciated.Desired Settlement: Repair or replace with item of equal value minus usage.

Business

Response:

Good evening, We are going to pick up the furniture for shop repair and repair in our warehouse shop, I will call customer to inform and scheduled a date to pick up.thank you

Review: I purchased a sofa from value city for the second time and like the first time was extremely happy with the entire process. Then I had an issue and contacted Value City and within five minutes was told they will replaced my cushions at no cost and I should be good to go. Again I couldn't stop telling people how satisfied I was with the level of customer service. Since that day I received only one of the two cushions and keep getting the same old lies/answers. Its back ordered and will ship within a week or once it ships will have a tracking number at that time and contact you back. In the past two months neither one of these answers has happened. I spoke today with [redacted] at extension [redacted] who claims someone in the department that handles this was already working on it being its been such a long time for the order to be completed. I was told I would have an answer shortly as I have been promised before in the past. Since my call in about the cushions the same sofa section I'm waiting on this least cushion for is making a sound like the frame is broken inside. I would also be looking to have this fixed under the one year warranty but was waiting on completing this order first.Desired Settlement: All I want is my last cushion I've been waiting on for months now.

Business

Response:

The cushions have been obtained and are being transferred to the nearest store by tomorrow so that the customer can pick them up at their convenience.

Review: I recently purchased a bedroom set from [redacted] in [redacted], NJ. I received delivery on December 3, 2014. I am extremely dissatisfied with the quality of the furniture. It emits a strong unpleasant chemical smell which my family cannot sleep in the same room as the furniture. Furniture is uneven as it wobbles and shakes. In addition, furniture drawers are extremely difficult to pull out and push back in. I am forced to hold the furniture in place as I pull out a drawer otherwise the furniture pulls away from the wall. I attempted to resolve this issue in the store but not one person would assist me. They asked me to call their customer service center so I did but they insisted that a technician come out to inspect the furniture. The company's website clearly states in their policy that for any reason I may return the furniture within 7 business days. I should not be forced to keep furniture at the discretion of a technician when their policy clearly states that I may return it for any reason within 7 days. I am extremely dissatisfied with their customer service, dishonest sales tactics and quality of their furniture that I do not want to conduct any further business with the,.Desired Settlement: I would like Value City to pick up the furniture they have delivered and issue me a refund.

Business

Response:

We have a no refund policy. The terms and conditions of our sale state that we will repair or replace at "our" option. The customer has been informed on several occasions that the policy she is looking at is on [redacted] which is not our website. Our website is [redacted]. The website only allows for refunds with a 20% restocking fee for online customers only within 48 hours of delivery. This purchase was made in our store and not online. The technician will have to verify if there is anything wrong with the merchandise before we can replace it for the customer. If there are defects or damages present on the merchandise we will repair or replace it for the customer.

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

[redacted] mandates that damaged furniture may be returned for a full refund if the vendor is notified within appropriate time. I contacted the store in person and by phone within 24 hours of delivery noticing them that the furniture delivered was damaged. I was not given the option to have the furniture replaced but told that a technician would contact me to schedule an appointment. If I purchased and paid for brand new furniture why should I have to wait for a technician to come out to repair it?!?!The contract I signed also does not state that all sales are final or that no returns/refunds are allowed, nor was it posted anywhere in the store. Regards,[redacted]

Business

Response:

A defect needs to be verified before any decision on the merchandise can be made. The customer claims the furniture has an odor and the drawers stick. These issues cannot be verified unless a technician inspects the merchandise. A technician will need to be scheduled and if the merchandise is defective we will replace it. if the merchandise is not defective than the claim will be closed.

Review: Had furniture delivered on 11/26 when my son was home. Nightstand was delierved with a nick in top of it and delivefry men left a large gouge in solid oak wood steps upon delivery. Have called customer service and waited on hold for an hour and a half first time. Left message and have left two more messages since on their "customer service general message". Still waitng for a call back??Desired Settlement: Want new Nightstand and step repaired. AND SOME ONE TO CALL ME BACK.

Business

Response:

The customer was in contact with a member of the service department today. Claims have been entered regarding the nightstand and the property damage. The customer is sending pictures of the damages so we can assess what the next step is in resolving this.

Review: We ordered a recliner chair for my mother who has cancer in April 2014. We were told that the color she wanted had to be shipped from NC. In the mean time when it should have been shipped I was told it has to wait for a FULL truck in order to leave NC. So this chair sat on a truck in NC until it was full to head to NJ.

In the meantime I called our sales rep who said it was shipped but in Dayton NJ warehouse. He offered me a loaner from the New Brunswick warehouse if I paid the remaining balance which I did immediately. The loaner would take another 3 days to ship. I DROVE up there and picked up only to get home and had no power remote for the chair. Went back up and got it.

The next day I called Dayton and was told that our chair has been in warehouse but had no paperwork from corporate to ship. I personally went into the store an spoke to a manger who assured me she was taking care of paperwork for delivery. When I called Dayton they still had nothing. This chair was for Mother's Day an we found out she only has 3 months left to live. I stressed how important this chair was to her.

Well after the date due on our invoice we still had no chair. Granted it was $600 chair, only to finally get and the brand new power remote didn't work. We got the run around again from our sales rep that this had to come from shipping and email was sent.

Spoke to shipping and they had no idea what I was talking about. Got rep on phone and apparently its on order. As of today June 16th no part was received or any contact from them has been made. I felt that they should at least give us the insurance on the chair for free since they put us through so much more stress then we already have. I feel that nothing promised was followed up on.Desired Settlement: the extra insurance on the chair would compensate my mother.

Business

Response:

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

Review: We purchased two nightstands from the store showroom and were told that we would have to pick up the items from the company's nearby warehouse. We were given information on coordinating the pick up from the warehouse in the following day. When we picked up the items they were boxed up. Once we took the items home and opened them we found the nightstands were not the ones we had originally purchased. We contacted the store and were given run around directions on handling the issue, however we eventually we able to talk with our salesperson/store manager and were told that the items were incorrectly priced. I believe the salesperson, or a supervisor, should have caught this mistake before the sale processed. I feel as though the store was attempting to use bait-and-switch tactics in having us pick up a lesser item than we had negotiated/purchased in the store.Desired Settlement: Considering the circumstance, and the inconvenience of having to pick up the furniture, and subsequently re-deliver the items back to the store, I think that the company should sell the items to us as ticketed in the store.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I had to drive out to one of their warehouses to pick up the purchased pieces of furniture, and then I had to go out of my way to return the furniture back to the store. Furthermore, I wasted a lot of time on the phone trying to resolve the situation. I did finally hear from the store manager, but I am dissatisfied with the company's offer for free delivery on a future purchase.

Regards,

Review: On Feb. 2012, I bought furniture from Value City in Bayonne with an insurance contract. The furniture broke a little after a year an another was sent out. Before the delivery men brought the furniture in the house, they saw it was defective and took it back to the store. They finally brought another set and I bought another contract. Now the furniture in broken again and they can't fix it. The customer service was very disrespectful from Dayton, NJ when I tried to explain to her that the person they sent could not fix the chairs. She began telling me about what the technician told her and I tried to explain to her that if he was tell the truth, why did they send him back a second time and why do I still have cushions in my home that he did not put in the chair. I ask for the manager to come to my house to see it if he wanted to but I have not heard from anyone since.Desired Settlement: I would like my furniture repaired or replaced as my contract calls for.

Business

Response:

Two technicians have been to the customer's home. One completed the repair and the other showed the customer that the padding in her furniture was the same size and resiliency as new padding. The merchandise is up to manufacturer standards. The technician's report reads, " AS PER BP 8/1/15 Came and put cores in on sofa. Customer still thinks it's sinking in even with new core. Upon putting old core next to new core you can clearly tell that core is perfect. No difference at all in old or new. Tech asked customer if she wanted him to change out the loveseat core and she said no it feels okay. Tech called value city to inform them that customer still not happy. Lady at vc said this is more of a customer preference issue. Tech agrees. Not really much more we can do to make sofa better for her.

Consumer

Response:

I am requesting that you reopen the case [redacted]. The couch is still not repaired. Two screws broke inside of the couch so it is sinking in the middle.

Business

Response:

Good afternoon, Repairs were done over 3 months ago, this would be a new claim. We will call the customer to generate a new claim. Thank you.

Review: Case [redacted] is still not resolved. Revdex.com closed this case even through [redacted] has still not provided any resolution.Desired Settlement: Now

Business

Response:

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

Review: I noticed what I thought was wear marks about 8 months ago; first on the head rest, then on the seat, then all over... the head rest was actually cracking then a few months ago it started to peel. Once it started, it really peeled quickly. I can't even describe how badly the ENTIRE sofa is peeling, material is showing everywhere on this leather sofa. . I brought my pictures of the damage to the store.When I showed the lady at [redacted] the pictures she said she never seen or hear of anything as bad as this. I thought, since the sofa clearly has a defect of some sort, that maybe it was recalled. It was not. I have a 5 year NO WORRY warranty. leaving me ONE YEAR left of coverage. The warranty states that it covers ( cracking and peeling of leather finish) After speaking with them, the representative told me I had waited too long and let the sofa get too bad, and they would not cover it. When I asked how she knows that without seeing the pictures, she said she could tell by, how bad I said it was. The customer service person told me to email the service department with the pictures so I did. I sent the pictures, and SURPRISE SURPRISE she left me a message saying, I waited to long and let the sofa and love seat get too bad so they will not cover either piece. I still have her message (recording) that she left me. The warranty does not say I have to tell them rite away. She said there is a tear in the sofa on the arm rest part, but that is just flaking. There are NOT any tears and even if there was, tears are also covered. I wish I could show you the pictures because there is no way you can imagine what my sofa looks like.

My address was different at time of sale-

[redacted]Desired Settlement: I would like a new sofa and love seat, I was told they should last about 10 years and mine are garbage in just 3 1/2 years. I paid 1,503.05 and am now disabled and only have 730 a month coming in and can not nor should I have to purchase a new one.

I have pictures that you would not believe...I hope that I can send them.

Business

Response:

We will offer the customer full credit in the amount they paid for the pieces in their home as we no longer sell these items. The customer will be able to use the credit in our store to select something different. When the new merchandise is delivered the original merchandise will be removed.

Review: Value City Furniture (VCF), Failed to Meet Agreement. Friday, April 18th (Good Friday) went to VCF. Met [redacted] & he showed me some items. [redacted] was also with another customer. I browsed on my own & found a sofa, loveseat, and recliner I liked. [redacted] then assisted me and did all the pre-paperwork. Then [redacted] had me rung up. I paid (charged) in full. [redacted] said delivery would be the 22nd. I advised that would be too soon as it was Easter week-end and I would not be able to get my current furniture removed until the following week-end. He further said the sofa would not be available until the 29th. Perfect as I would be available for VCF to deliver the 30th. I called the next day as I was concerned about a note on my receipt saying that I was responsible for measuring the furniture to access the house. If not accessible, they would provide a Credit, which would not be acceptable, as there was nothing else I wanted. [redacted] said not to worry and also that delivery was possible on the 30th. Received a call from VCF, 30th was not possible. I called the 30th & spoke to [redacted] who said the sofa would not be available until the 22nd, of May. MAY? I was talking about April (as noted by Easter week-end), [redacted] was talking May! I told him I got rid of my furniture expecting delivery April 30th and would need it by Friday, May 2nd. He told me absolutely not. I was in tears and told him I would dispute the charge with my credit card company and report this to the Revdex.com. Next morning, 9.30am, [redacted] called like nothing happened advising delivery would be made Friday, May 2nd. Delivery came. Sofa was damaged. Called [redacted] to have replaced & he promised to check & advise delivery. No one called. The run-around increased. I called [redacted]; Store Mgr, [redacted]; Corp. Mgr. [redacted]; no calls returned. Afer many calls & aggravation, [redacted] called advising delivery for 5/17. Sofa, AGAIN, arrived damaged. Called [redacted]. He promised to give me a new delivery date, Monday, 5/19. [redacted] never called.Desired Settlement: I will give VCF one more chance to deliver a New, Mint Condition Sofa; as well as a $200 refund to my credit card company for all the 'Excessive' [redacted]e and aggravation this has caused me. Also Note: Each delivery requires a 4-hour window, so add this [redacted]e to all the [redacted]e taken for persistent calls until I could get a call back and try to resolve this matter.

If VCF cannot deliver a perfect sofa on the THIRD try; in addition to the sofa, they will need to take back the matching loveseat and recliner (tags still on and never used), and Provide My Credit Card Company with a 'FULL REFUND'. No Credits. I would not deal with VCF again under any circumstances.

Business

Response:

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

Consumer

Response:

I am currently working with the Corp mgr, [redacted] to fully resolve my issue regarding the furniture. There is a delay due to the holiday

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This matter has not been fully resolved.

Thus far: 1. I have received a $200 credit for the excess [redacted]e and annoyance this matter has caused. 2. The 3rd sofa was delivered by a very professional and courteous Delivery Team (Thank you).

Still outstanding:

The replacement sofa was not delivered in 'mint' condition. There was a mark on the left, top cushion. I further noticed that there was a mark on the left, top-side of the recliner. I called Valley City Furniture (VCF) and explained this to one of the receptionists. I asked how I should clean it, and she advised that I should have VCF's contracted cleaning company handle it, so that it wouldn't affect my 'Crest, 5-Year "NO WORRy" Comprehensive Service Agreement'. She further advised the number to call and said to speak to [redacted] to schedule a cleaning. The cleaning was scheduled for Friday, May 30th. After the Cleaning Technician was done, he gave me some cleaning tips and advised that I should only call for cleaning service when I had some major cleaning issues, because under contract, the cleaning company had a limited number of [redacted]es that you can call. I explained that the service for that day was not to be deducted from my allottment of cleanings, because the markings were there upon delivery. After the cleaning technician left, I called [redacted] at his cell phone number and left a message asking him to confirm that the cleaning of my furniture for that day was not to be deducted from my Service Agreement. As of today: Monday, June 2nd, I am still waiting for this confirmation.

I would like to put this matter to rest and ask that the Revdex.com assist me with getting this confirmation.

Business

Response:

The technician is incorrect. I will personally contact the customer to inform them that this will not go under their protection plan as it was a delivery issue.