Business Profile

Furniture Stores

Crest Furniture Inc.

Complaints

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

Customer Complaints Summary

98 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/10/2024
Type:Order 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 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
Date: 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
Date:06/13/2024
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 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
Date: 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 Answer
Date: 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
Date: 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
Date:06/06/2024
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.
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
Date: 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 Answer
Date: 06/07/2024

Complaint: ********

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

Regards,

***** ******
Business Response
Date: 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
Date:05/15/2024
Type:Customer Service 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.
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
Date: 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
Date: 05/21/2024
Good Afternoon,
The speaker was delivered by UPS on Monday 5/20/24 at 3:04pm.
Thank you,
Lauren M
Customer Answer
Date: 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
Date:05/06/2024
Type:Delivery 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.
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
Date: 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
Date: 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 Answer
Date: 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
Date:05/06/2024
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.
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
Date: 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
Date:05/05/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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,

*****************************
Initial Complaint
Date:04/02/2024
Type:Service or Repair 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.
We purchased a sofa on 10/20/2019 from Ashley along with a 5 year protection plan. In February 2024, my wife spilled a cup of edible paraffin wax (which is a food product) near the sofa and some of it splashed onto it. Having approximately 10 months left on our warranty, we placed a call to Ashley to have it cleaned or replaced since the warranty covers "all household foods and beverages excluding chewing gum" . We called Ashley to report this and they dispatched a service person. He looked at it briefly and said he would have to return. A week later, we received a call from Ashley telling us that the spill was not covered even though it explicitly says that it is in the agreement.
Customer Answer
Date: 03/08/2024
We purchased the sofa from:
Ashley Homestore
*******************************
**************, **. 19030
************
Customer Account Number: 4010
Authorization Number: 013349
Ticket number:: 55137783
Plan number: 3619
Purchased 10/13/2019 with a 5 year warranty

Business Response
Date: 04/03/2024
Good Morning,
We have taken another look at this claim and have decided that we will proceed by ordering the parts needed and shipping to the customer. When the customer receives the parts, they may call into our customer service department to notify us. We will then dispatch a technician to install the attached part on the ottoman. The parts should arrive to the customer in the next 4-6 weeks. We will be ordering the outer casing for the chaise as well as the material that goes around the base of the chaise.
Thank you,
**************
Customer Answer
Date: 04/04/2024
[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
Date:03/08/2024
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 name is ***************************. In 2021 I purchased a mattress from your ************, ** location. The mattress was of poor quality and began sagging. We initially called and attempted to remediate the issue, however it was met with hostility by your call center staff, and stated that because we did not have the tag the warranty could not be honored. After this experience we decided we did not want to continue doing business with your company due to unethical and questionable business practices. The representative also stated our home was too far despite being told that it was under your mileage limit. However, we were reached out to by someone named *******************, who attempted to remediate the issue by giving us a credit for the mattress. Unfortunately, since our money was being held hostage we were forced to buy another mattress from your company. Before purchasing the mattress we were told we had a 90 day return period. I used the mattress for a few days and did not feel comfortable, I called to express I wanted to return it but was told to give it the "90 days" by a pushy salesperson. After numerous calls to your location we were finally told to come in to pick out a new mattress, only to be told that the $300 dollar fee needed to be paid in cash. We traveled 2 hours total.I find the concept of your company requesting cash payment very questionable. Paying in cash does not leave an electronic trail and provide protection for the consumer. As someone preparing for law school, it's very foolish to provide a cash payment without being provided written attestation that the fee was received. I find this practice very unethical, and I have not encountered this at any of your competitors. We now have to drive an additional two hours to return with cash to pay the fee for the mattress, which I honestly do not want because dealing with your company is an absolute nightmare. I have reviewed numerous complaints and it seems that poor communication and experience is a trend
Business Response
Date: 03/20/2024
Good Morning,
We looked into this matter, and it looks like the customer paid the fee on 3/16/24. The new items are scheduled to be delivered on 4/20/24 which is also when the old merchandise will be picked up. This appears to be resolved on our end.
Thank you,
**************
Customer Answer
Date: 03/20/2024
[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
Date:02/26/2024
Type:Service or Repair 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.
We bought a mattress in February 2019 that has a 10 year warranty. We also paid for the extended warranty. The mattress started to dip and we called the warranty program that we paid for. They came out measured said there were 2 inch differences at points and they would file a report. When my husband called to see the status of the report, the person on the phone stated that our warranty was void because the mattress was ripped and stained. Our mattress has had two covers on it since we bought it and it is not ripped, nor is it stained. They said the person who came to our home provided picture evidence of the rips and stains. When my husband asked for copies of the pictures, he was told he wasnt allowed to have access to them. He was informed by the warranty company to contact the person who came out to the home. That person has not responded to any of his phone calls. Our mattress does not have rips. In the meantime, our warranty is now voided, because there is picture proof. So Ashleys has just decided that theyre not going to pay to replace the mattress that has 2 inch dips, but has provided no justification or proof. When we asked for another person to come out and look because our mattress is not ripped, we were told thats not how it works. They have pictures so our claim is finished. I would like to see these pictures, because the person who spoke to my husband made it seem as though there were slashes in this mattress. I can tell you that there are not I just want credit towards a new mattress so my husband can sleep at night since he has a 2 inch difference on his side of the bed.
Business Response
Date: 02/28/2024
We have re-reviewed this claim and are willing to approve the reselection although it was reported to have staining. The customer purchased a separate warranty for their adjustable base as we do not sell mattress warranties. Mattresses are covered by a manufacturer warranty which normally is voided by staining.
The customer will have a ********************** credit in the amount they spent on the mattress and on the day we deliver the new mattress, we will remove the old one. The customer will have 2 weeks to go to the ********************** and pick out a new mattress.
This credit will be available to use as early as today, Wednesday 2/28/2024.
Thank you,
**************
Customer Answer
Date: 02/28/2024
[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,

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

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Crest Furniture Inc. is BBB Accredited.