Complaints

This profile includes complaints for Crest Furniture Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crest Furniture Inc.

  30 Tower Rd Dayton, NJ 08810-1571

  
• 

  Crest Furniture Inc.

  45 Sixth St E Brunswick, NJ 08816-2333

  
• 

  Crest Furniture Inc.

  1600 High St N Millville, NJ 08332-1922

  
• 

  Crest Furniture Inc.

  200 US Highway 22 Green Brook, NJ 08812-1912

  
• 

  Crest Furniture Inc.

  331 Tilton Rd Northfield, NJ 08225-1201

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order the king size bed a frame two twin supports for the king size bed and they showed up with no twin doubles to support the king size bed and they knew it and their answer was oops we knew better but we just taking care basically

  Customer Answer

  Date: 05/20/2025

  **********, ********** they actually dont have an in-store phone number. You have to call an 800 number and they will never give you the in-store phone number that is part of the issue. You have to physically get in the car and drive to the store in Toms River the phone number on the receipt for the credit card that has a store phone number is actually not legal phone number for the store And when you call the 800 number they refused to give you the store phone number and they will never connect you to the physical store so I actually cant answer that question

  Business Response

  Date: 05/20/2025

   

  Hi there!

  
  Thank you for reaching out and for providing details regarding your experience. We sincerely regret the difficulty you've had in obtaining support for your furniture concerns.

  
  After reviewing the information provided, we were unable to locate your purchase within our records. It appears that your transaction was not made with our Ashley HomeStore licensee. As each Ashley HomeStore location is independently owned and operated, we recommend filing your BBB complaint directly with the licensee from whom you made the original purchase, or contacting the store location where the sale took place. They will have access to your sales information and will be in the best position to assist you.

  
  We understand how frustrating this situation must be and hope that your point of purchase is able to provide the service and resolution you deserve. If you have any questions about whether your purchase may be associated with our location or need help identifying the correct licensee, were happy to assist as best we can.

  
  Thank you again for your understanding

  Business Response

  Date: 05/28/2025

  Good Morning. I believe that we have received this complaint in error. The order number provided does not match a typical invoice number for our stores. Additionally, the phone number provided did not appear in our system. I was able to find purchases matching the name and address in the complaint, however the most recent purchase was a Sofa in 2022. This complaint was sent to Crest Furniture d/b/a Value City Furniture in **********. If this purchase was made at an Ashley HomeStore, the ********** location is not one of our locations. I kindly ask for additional information that would allow me to access the account in question, if applicable. Thanks!

  Customer Answer

  Date: 05/28/2025

  
  Complaint: 23338412
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sofa was delivered end of February, 2025 & i immediately noticed an odor coming from the furniture. I have never experienced any odor before with any furniture. I called & they said its a normal thing & will go away. I called customer service many ************ sent a technician to check it out. the only thing he did was take pictures & said the smell eventually goes away.I have had a reaction to the smell in the air & had to be on sinus medication & had a cough also.I haven't even sat on the sofa at all. I called customer service again after the tech came here & asked for a ************ said they can't do anything. I am very unhappy with this purchase needless to say & for no possible solution from Value City offered.

  Business Response

  Date: 04/30/2025

  Good afternoon. The customer is having an issue with "new ******************** smell", which is not unlike the smell of a new car or new electronics. This is not considered a defect, as it is common to many newly manufactured items. We originally sent a technician to see if the smell was any different or stronger than what would be considered normal, since most customers do not report any issues with odor. His report indicated that the odor was in fact consistent with his experience with new furniture, but the customer seemed extra sensitive to the smell. While "new furniture smell" will go away on its own over time, we provided the customer with a few common ways to help the smell dissipate faster, which the customer said she would try. Based on the available information, there is no issue with the furniture. If the customer is adamant about returning the ********************, we would need to collect a restocking fee to help defray the costs that we would incur. Thanks!

  Customer Answer

  Date: 04/30/2025

  
  Complaint: 23225778
  
  I am rejecting this response because:
  I have bought new furniture at other stores and never had a smell of any kind.

  I had allergic reaction and had to be on different medicines for my sinus and headaches.

  I do not wish to pay any restocking fee to return. I would like to get a full credit on the sofa and for them to pick it up.

  I havent even sat on it as of yet.

  as far as a new car smell which is pleasant this odor was bad and i did try the suggestions that customer service gave me.
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 05/12/2025

  Good afternoon. While I'm certainly sympathetic toward the customer's apparent reaction to the smell of the new furniture, this is not considered a defect. If the customer is unusually sensitive to the odor, we are willing to assist in the removal of the piece from the home. However, due to the fact that this is considered a customer preference, and not a defect, there are fees associated with its removal. I can appreciate that the customer would prefer not to pay any fees, but there would be considerable cost incurred by our business in processing this request and it is unreasonable to expect us to bear the full responsibility. Thanks, *****.

  Customer Answer

  Date: 05/13/2025

  [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,
  
  ****** *****

  Customer Answer

  Date: 05/13/2025

  
  Complaint: 23225778
  
  I am rejecting this response because:

  Hi April...Please reopen this case as i have to respond to the offer Crest Furniture Inc. as i have a few questions.

  
  

  1) How much will the restocking fee be to have the furniture picked up & returned to store?

  
  

  2) Who & when will I be notified of the pick up date.

  
  

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

  Business Response

  Date: 05/24/2025

  Good morning. We would charge a nominal fee of $99 to help defray the costs of this return request. This would be payable at the store location via cash or check. Once the fee has been paid and the work order processed, we would contact the customer to schedule a mutually agreeable pick-up date. Thanks.

  Customer Answer

  Date: 05/27/2025

  [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

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the extended protection plan for my couch set at the ********** location. The service repair man came to fix the issues, but instead wrote a note and left. My couches are still broken, nails sticking out, no repairs done. I called the ************** several times, told that I need to speak to a manager. The service report shows as being completed, but nothing was fixed. The manager is never on site, they never called me back. Its upsetting that I spent over $6,000 on these couches and more to get the extended protection plan, instead of honoring the protection plan Im ignored.

  Business Response

  Date: 04/29/2025

  A technician was sent to this customer's home on 3/9/25 and he reported that there was nothing wrong with the items. There were multiple toys underneath the recliners that were causing performance issues, including noises. Once the toys were removed, the technician noted that all the recliners were in good working order, with no unusual noises or operating issues. The customer called on 4/2/25 to speak to a manager. The manager left a message the following day on 4/3/25, but the call has not been returned. We will reach out again today to try to get more information as to the issues that the customer has concerns with. Thanks!

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased furniture for a total of $3,079.61 on 2/16/25 and was told the purchase qualified for dinner and movie gift card promotion by salesman. Never received gift card. Went to store to follow up. Salesmen said he never said our purchase qualified and could not provide rules or qualifications. Manager Dawna said she would take care of the issue and submit for the gift card promotion. Tried calling and following up on gift card with Dawna. Will not return calls. This is deceptive sales practice to promise a promotion if we purchased the furniture.

  Business Response

  Date: 04/01/2025

  Good morning.

  After reviewing the account, this customer is eligible for the promotion as mentioned. This appears to be an oversight at the store-level, which we are in the process of correcting. The customer will receive an email from Elite Rewards, which is the company that is fulfilling this promotion. The email will include instructions for redemption of the gift card. Thanks!

  Business Response

  Date: 04/09/2025

  Good morning. I have received an email from the fulfillment company indicating that this gift card order has been completed. I believe that resolves this complaint. Thanks!

  Customer Answer

  Date: 04/10/2025

  [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

  Date:02/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ashley home furniture emails do not have a way to unsubscribe. The "unsubscribe here" link just goes to the home website. I asked them to remove me and they won't.

  Business Response

  Date: 02/26/2025

  Good Morning.

  I believe this complaint has reached us in error. This customer lives in *****, which is not within our service area, which is ************ and **********. Furthermore, the name and phone number did not return any results in our customer database. If this customer were in our database, we would be able to unsubscribe them from our communications. It's not clear if this customer is receiving communications from ********************, the corporate entity, or from a local franchisee, but those would be the avenues to pursue.

  Thanks, *****.

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   

  The Chairs are constantly loose & screws come out.

  See attached letter

  Business Response

  Date: 02/03/2025

  Good morning. 

  This customer received delivery on 3/24/2023. The customer did not purchase the optional ****** protection plan and therefore was only covered by the 1-year manufacturer's warranty, which covers defects in manufacturing. Despite the fact that this customer's warranty expired in March of 2024, as a courtesy, we sent a technician to inspect some chairs in January 2025. Tech noted that the issue was "wobbly" chair legs, attributed to wear and tear from normal usage. He tightened all screws to the best of his ability. Because these chairs are no longer under warranty, we are not obliged to perform any additional services to these, or any other previously delivered items.

  Thanks 

  *****

  Customer Answer

  Date: 02/03/2025

  
  Complaint: 22849344
  
  I am rejecting this response because: I did not purchase the 5 year warranty because I did not believe the chairs would constantly break. When youre purchasing a product you expect it to last not for the screws to come out of a chair. How is a consumer supposed to use a kitchen table when they can fall down to eat breakfast. Please note my husband is a disabled man with a battery operated heart. Do you think I need problems like this? No the last thing I need is to worry about sitting on chairs that break. If the furniture wouldnt be defective I would not waste anyones time in this regard 
  
  
  
  Regards,
  
  ****** ***********

  Business Response

  Date: 02/13/2025

  Good afternoon.

  I certainly understand the customer's position on this, however, when no extended protection plan is purchased, our obligation as a retailer is simply to uphold the manufacturer's warranty. In this case, the manufacturer's warranty covers one year from the date of delivery and guarantees that the merchandise is free from defects. Screws loosening after years of usage is not considered a defect, rather wear and tear, which falls under the customer's obligation of minor upkeep on their purchase. Thanks!

  Customer Answer

  Date: 03/12/2025

  
  Complaint: 22849344
  
  I am rejecting this response because:
  This furniture was replaced and the chairs numerous times. No one expects to purchase an extended warranty on furniture to have to use within a few months of purchase. The business has the records of the chairs being replaced. Why within a few months would the screws become loose. Value city states this is wear and tear. I find that ridiculous since only 2 chairs out of the set of 6 are used. Please explain to me how non used chairs become unscrewed? 
  
  
  Regards,
  
  ****** ***********

  Business Response

  Date: 03/15/2025

  Good Morning. It's true that we did exchange and/or repair some of the chairs for various reasons, pursuant to the terms of the manufacturer's one-year warranty against defects. Shortly after delivery, when it became clear that the customer was not happy with the overall quality of this set, we offered a full reselection, which the customer declined in favor of having the chairs repaired or replaced. These are heavy chairs, so the act of pulling them out and pushing them in repeatedly over the course of a couple years would create resistance, which could, in turn, cause the screws to loosen. This is not unusual and not a defect. Houses, boats, cars, furniture, et cetera, are all major investments which require some level of upkeep and maintenance from the end user. Tightening a few screws would certainly fall under that category. And in any event, to reiterate, this customer is no longer covered under the manufacturer's warranty, as the original delivery was over one year ago, and the customer declined the 5 year extended warranty under which he might have been covered. 

  Customer Answer

  Date: 03/19/2025

  
  Complaint: 22849344
  
  I am rejecting this response because:
  
  I understand that a warranty was not purchased. The amount of times these chairs were replaced wouldnt cover a one year warranty. Im sorry, but no one will purchase a table and chairs for screws to become loose and break something falling down. Im a life support patient walking around with a battery operated heart do you think it is fair that Im afraid to sit on your chairs causing myself bodily injury? Is that fair? Would you want to put your family in innocence or in ***** way? Im pretty sure you would not, and Im pretty sure you would complain if the furniture you have purchased was unsafe. 
  
  
  Regards,
  
  ****** ***********

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my reclining sofa from Ashleys outlet in the summer of 2022. The sofa cushion ripped back in June of this year. It took me weeks to get the service department to schedule someone to come out to due to the fact that I was no longer under warranty. They would not provide contact information either for me to reach out on my own, yet I was told they only work with a specific company. When I finally did get ahold of someone to come out through the repair company that their service department recommended, the person charged a 60 dollar fee for coming, was supposed to order the pieces needed for replacement and have Ashleys reach back out for delivery when the items were in stock. This never occurred even after taking the fee. I reached back out to Ashleys consistently and was told there is nothing they could do and that I would need to figure it out on my own. As of today (November 13) there has still be no support to resolve this issue. After two years with this sofa, not only is it in need of repairs, but it has done nothing, but break or rip since the time of purchase. I was willing to pay out of pocket for repairs as my warranty lapsed and they refused to rectify the issue or even look into it with the company they partner with. I was even told by an Ashleys representative that the service worker could have taken the money and got my items delivered to his own address. I had tried for months to contact both companies and not one time has there been a response.

  Business Response

  Date: 11/26/2024

  This customer received delivery on 8/28/22. Upon declining our optional 5-year warranty, this customer was entitled to a ****** manufacturer's warranty, set to expire on 8/28/23. The customer contacted us on 5/13/24 stating that she needed some work done to her sofa. She acknowledged that she was no longer under warranty and would pay out-of-pocket for the necessary repairs. We simply referred the customer to ********************** Doctors, a repair company that services her local area. If there is a dispute about the service they are providing, the customer should be contacting them, as we have no visibility to the work this company does outside of our warranty repairs.

  Customer Answer

  Date: 11/27/2024

  
  Complaint: 22553226
  
  I am rejecting this response because Ashleys would not let me order the parts unless I went through their specific third party to do so. Although I did not extend my warranty I was told that only their third party company would be able to order the parts I needed as part of their partnership. Yes, I planned to pay out of pocket for the repairs, but I was not given any other options other than using their partnering service company. I was also told that the service fee to come out ($60) would be credited to my order that they needed to place directly with Ashleys. 
  
  
  
  Regards,
  
  ******* ***

  Business Response

  Date: 12/11/2024

  Good afternoon. I do not see any previous request to order the parts directly from us, however, since the repair work is not being done under our purview, we would not be able to definitively know which parts were needed to complete the repairs. Based on the arrangement the technician has seemed to put forth, he is likely charging you the same amount for the parts that we would've charged, as part pricing is set by the manufacturer. I'm not quite sure why it would be more favorable to order the part from us, as opposed to ordering it through the company providing the repair.

  Customer Answer

  Date: 12/15/2024

  
  Complaint: 22553226
  
  I am rejecting this response because as I mentioned in my previous message when I spoke to your company on several occasions I was not given any other alternative options, but to go through your companys partner. The representatives who I spoke to never put my information in the system because they refused to help me in any capacity. There have been many phone calls that *** made since June and was given the run around without any support on how to fix this problem. The reason the repair company came out in the first place was because it was Ashleys direct recommendation for my original call back in May. 

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

  Business Response

  Date: 12/30/2024

  Good morning--

  This sofa is no longer covered under any warranty. We are under no obligation to provide service of any kind. If you need us to order a part for you, we can do so, at your expense, but you would need to provide us a specific part number or other definitive identifying information in order to place the order with the manufacturer. If you need a recommendation for a different technician service to provide repairs, we can do that as well. Thanks.

  Customer Answer

  Date: 01/04/2025

  
  Complaint: 22553226
  
  I am rejecting this response because as I mentioned I tried to do this since last May. I was told on multiple occasions that it was not possible to do so. I had to recently dispose of the couch due to the fact that it was left in poor condition despite my attempts to contact your company for replacement parts.  
  
  
  
  Regards,
  
  ******* ***

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 08/30/2024

  Ashley Furniture

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

  My address is

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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,

  *****