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. has 23 locations, listed below.

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  Crest Furniture Inc.

  30 Tower Rd Dayton, NJ 08810-1571

  
• 

  Crest Furniture Inc.

  1900 Highway 70 Lakewood, NJ 08701-7324

  
• 

  Crest Furniture Inc.

  949 Route 37 W Toms River, NJ 08755-5017

  
• 

  Crest Furniture Inc.

  40 E 53rd St Bayonne, NJ 07002-4121

  
• 

  Crest Furniture Inc.

  120 Commerce Blvd Fairless Hills, PA 19030-1022

  

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:04/29/2023

  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.

  We went to the Ashley store ordered a recliner, it came and was too large for our home so we went back to the store 2 times and on 2nd time found a recliner for my boyfriend who is going threw neck surgery (so he needed special functions). We had to pay another shipping and pick up charge plus the difference in price an additional 265 on top the already **** we paid. Once received it, it was the wrong chair i called to have it fixed, after a week of no one getting in touch with me i called to find out when our chair is coming. They said there was a problem the chair i wanted wasnt the one on the ticket (how am i supposed to know that?) they told me to wait 3-4 days they would contact me but they havent and they basically told me if i want the chair i picked out i need to pay more money cause someone made a mistake. I feel like its a bate and switch situation. I bought the chair for the price listed, now they want additional 800. They dont take accountability the fact that the salesman didnt check that it was the right chair, nor did the manager who helped him place the order, and nor did the processor who took the credit card and process the credit card for the additional amount. We need this chair cause the separate neck, lumbar support because my boy friend is having surgery on his upper neck and will be in a brace for 3 months. Can you please help us, i work 2 jobs and try to have nice things but its become a lot to get integrity.

  Business Response

  Date: 05/12/2023

  good Morning, This complaint was received by ** just yesterday after this had already been solved. I spoke with the store, and they confirmed we have now delivered the correct item at the correct price as of 5/3/23. We are asking for this to be closed as resolved.

  Thank You,

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

• Initial Complaint

  Date:04/24/2023

  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 purchased an expensive bed set, the quality of this bed has been a nightmare. This bed has broken three times in less than 2 years. The customer service is absolutely terrible my issue is still not resolved. If this store had a sale of 90 off I would not purchase a thing. They are the worse

  Business Response

  Date: 04/26/2023

  Good Morning,

  We have tried finding this customer in our system using the information provided but we are not finding any results. We will need a different phone number or an invoice number to locate the customer in our system in order to proceed.

  Thank You, ****** M

• Initial Complaint

  Date:04/02/2023

  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 3/30/23 i was recieved a call and text message regarding my delivery for my furniture from Ashely Furniture in Cherry Hill New Jersey. I was given a time frame for when my furniture would be delivered on 3/31/23 between 1-4pm est. I confirm the order via text and with the automatized system on the phone. On 3/31/23 around 2:24pm i called Ashley Furniture number which was ###-###-#### and spoke with a women regarding my delivery status, she advised me that they were running behind and should be at my apartment between 3:30-4pm and if they have no arrived by 4pm to call back. They did not arrive by 4pm so then I called back and spoke with women again who told me that they were still behind and that it would be almost 50min to and hour for when they would arrive if they have not arrived by 5pm to call back which i did and i spoke a women named Christin who was very nice empathetic about my delivery not arriving and me being frustrated, I asked to be compensated for my delivery fee of $249 since it was outside of my time frame and i have called in multiple times to get an update about my delivery she spoke with my mother who took over the call and let her know that the direct manager Mike Week would be the one to authorized the refund and he would call me on 4/1. My furniture didn't arrive until 6pm. And on 4/1 no call was received from Mike regarding the refund, but got a text stating a $50 gift would be compensated for the inconveniences and if i wanted to speak with Mike he would be available at 10:30am which call spoke with Emily but had to call back since he had not return to the store. Called again at 2pm to speak with him, he stated he is would not issue the full refund for the delivery even after explaining a store associate advised I would be refunded. He also stated that the call from that would be reviewed and that never happen, I asked if I could speak to his superior to resolve my issue and be refunded back the full $249 fee. But no resolution was made

  Business Response

  Date: 04/04/2023

  Good Afternoon,

  Please be advised we have reviewed this scenario and have approved to refund the delivery fee in the amount of $249.00 back to the original payment method. This should be showing on the customers financing within the next billing cycle. We have informed the customer of this outcome and they seem to be pleased with the decision made. 

  thank You, 

  Customer Answer

  Date: 04/05/2023

  [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:03/28/2023

  Type:Delivery 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 a sectional for a home in ********** **********. The sectional was purchased from the Ashley furniture store at ********************************************************** *****. The home is very common for the area - a second floor walk up condo. When discussing the sectional we ultimately purchased with the salesperson, ****, he assured us that getting it into the unit isn't "our problem" and that the delivery team would figure it out and get it up there. Well, it became "our problem" when the delivery team said it was "impossible" to get the chaise part of the sectional up the stairs to the condo. They successfully got the sofa bed piece up, but left the chaise down in our car port for us to figure out how to get inside. We have had large furniture delivered to the condo before without issue, so we were confident it actually was possible to get it into the unit. When I expressed this via phone call to Ashley staff that day (**** was the name of the person I spoke with), I was met with indifference at best and snark at worst. So, since the Ashley team was not interested in helping us get the sectional piece we paid for into our unit, we ( me, a 6 month pregnant woman, and my husband) got the very long and heavy chaise up to our unit in less than a half hour. The delivery team only stayed about 20 minutes and did not even try to get the chaise up the stairs. It took a bit of work and creativity on our part but it was not, in fact, impossible. I have tried to get a manager in customer service to speak with me about this issue with no luck. Noone at Ashley seems to care about the fact that the delivery team refused to do their job and instead stuck us with it. I was offered a $200 gift card by an Ashley associate but that is not acceptable as it would force me to purchase more furniture from a place that has shown they do not care what happens once the furniture leaves their store. It appears Ashley only cares about customers until they get paid - after that it's not their problem.

  Business Response

  Date: 03/30/2023

  Good Morning,

  Please be advised, we reached out to the customer and offered $200 for this inconvenience which the customer accepted. We are asking for the complaint to be closed as resolved.

  Thank You, 

• Initial Complaint

  Date:03/21/2023

  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.

  Hello. We purchased a sofa with a chaise and loveseat in May 2021. At the time of the purchase, we also purchased a five-year warranty from Ashley Homestore. The furniture was delivered on September 11, 2021. At approximately November 2022 we noticed seams on the sofa and loveseat were separating slightly. the material on the back of the sofa is separating from the frame, and the material on the bottom of the ottoman is ripping. Due to family circumstances, we did not report this to Ashley until February 6, 2023.I called the phone number listed on the warranty and was requested to provide photos of the areas that were separating. The photos were submitted via email on February 6, 2023. I was provided with a claim number and advised I would receive a response to the claim within 2-3 business days. On March 1, 2023, a technician **** accessed the furniture and took additional photos. **** pointed out further areas of separation that I had not noticed between the cushions of the backrest of the sofa. **** stated he would recommend a full replacement of all three pieces due to the severity of the damage. On March 2. I received a call from **** advising this would be considered normal wear and tear, but he would submit to have the covers of the sofa and loveseat replaced. This solution does not cover the separation of the material on the back of the sofa or the ripped ottoman. On March 3, I spoke to a manager ****** advising me that this is how the material used for the furniture wears. She had requested additional photos which were submitted on March 4. As of March 4, I have not received any communication regarding my claim. I send an email at least three times a week to *********************************** with no response received. I'm not sure where to go from here as my emails are unanswered. I'm just curious as to why Ashley Homestore would sell furniture manufactured with material that does not wear well as I was advised by the manager ************** spoke with.

  Business Response

  Date: 03/23/2023

  Good Afternoon,

  We reached out to the customer this afternoon and discussed the current state of their claim. Unfortunately, there was a break in communication leading the customer to not be aware of the resolution. The parts we sent to the customer are being re-ordered and the address has been confirmed to assure she receives them this time. Upon receiving the parts, the customer will reach out to us so we can send out technician specialist to install the parts to the ottoman and to close the tack strip on the back of the loveseat. The customer understands and is aware of the resolution. We are asking this complaint to be closed as resolved as we have confirmed a game plan with the customer.

   

  Thanks, 

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

  Customer Answer

  Date: 03/25/2023

  [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:02/20/2023

  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.

  I am copying and pasting this from the review my wife submitted and submitting it as a complaint as well.**My husband and I recently visited the Eatownton, ** Value City location (353 **********************************************) and it was such a troubling experience and it was NOT due to our Salesperson who was absolutely wonderful.The poor experience was really due to the rest of the employees who are so rude and mean to our Salesperson.First, we were thinking of buying a mattress off the floor. Our Salesperson told us the team had an internal meeting earlier and it was brought up to discount the mattress even further and it'd be around $700 from the original price of $2200. When we called the store manager over to discuss delivery, he absolutely berated her in front of us for giving us that price on the mattress and said HE is the only one who could offer any discounts on the mattresses. We were just shocked that he would talk to her that way in front of customers! She also didn't promise us anything regarding the price and we weren't upset that the mattress wasn't the price that we had initially discussed.Second, when we were filing out some paperwork, she went over to the **************** counter where the ********************** manager further and loudly chastised her. To do it so publicly was difficult to watch and hear.Third, as we were completing the purchase, we were talking with the Salesperson who helped us and just finishing up our discussion and thanking her for her help. Another employee came over to us and rudely proclaimed to the Salesperson, "There are other customers on the floor..." as if we were not a customer and if the Salesperson was being lazy and not working.We very much enjoyed working with our salesperson and think she did a fantastic job in helping us pick out the furniture we needed. We would 100% work with her again, but management was not professional and created a very uncomfortable environment for us as customers. **

  Business Response

  Date: 02/22/2023

  Good Afternoon,

  We appreciated the concern of the customer in regard to the way their salesperson was treated by their coworkers. We have located the customer's account in our system and have brought this to the attention of the district manager. The Employees in question have been spoken to about this situation and it is actively being addressed on our end. We are asking for this to be closed as resolved as we are addressing this internally within the company. 

  Thank You,

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

  Customer Answer

  Date: 02/22/2023

  [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:02/13/2023

  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.

  I purchased two pieces of furniture (1 motorized reclining couch and 1 manual reclining love seat) on 6/16/2020 along with a 5 year protection plan. The total bill was $1797.99 with tax. At the time of purchase I was told that if I didn't use the warranty within a two year period that the warranty would be returned to me. Unfortunately both pieces have a small tear in the sitting area on one seat of each piece. When I made the original claim (early December) to the warranty I was informed that the repair items would be shipped to my house for me to call and make an appointment for a technician to come to my home and repair the pieces of furniture. This was not a issue and I did just that, when making the appointment I was then informed that the furniture would need to be picked up one piece at a time and taken back to a warehouse for a estimated time between **** business days. This was never explained to me as part of the solution and is very much a inconvenience as this furniture is in our only living room and the salesperson explained the would repair onsite or replace the units. I have spoke with the warranty customer service people (which is under a different company) on three different occasions getting different stories and run arounds, when I request to speak to a supervisor or manager ***** tells me that they are unavailable and cannot put me on hold or give me the direct extension to call the manager. So I have waited to hear from a manager for months now and still no resolution. I cannot afford to miss work multiple days for their pickups and drop offs to fix this issue and they do not want to work with me in any other manner. I feel as though at this point these couches will not make it under their 5 year warranty especially with the level of service I am getting to replace a couple of cushions.

  Business Response

  Date: 03/09/2023

   

   

  Please be advised the customer has been contacted and informed of repairs and this is being handled on our end.

   

  Thanks,

   

  Lauren

  Customer Service Supervisor

  Customer Answer

  Date: 03/14/2023

  [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:02/04/2023

  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 brought the sofa two years ago for a little under a thousand dollar including fees. I purchased a warranty to cover damages, if any ever occurred. The first year of having it I called in to file a claim which was handled beautifully. A week ago I did the same process and it was declined. They said due to the fact because, I waited. Which I didnt wait, I dont want my sofa looking raggedy and its a service I paid for. As soon as I noticed it I reached out. I have been dealing with a lot more things that are way more important like my health. In and out of the hospital. I have had three cardiac arrest and seizures. I dont need the stress. Im not trying to get over, I just want done whats right. One of the employees in the service department was rude and im obnoxious. When I asked to speak with a manager she said that theres no reason to because, hes going to say the same thing. I have called back in and explained the situation and left a message for the manager again its been over 48 hours and no one called me back. I called back in the third time and left a message for the manager and still have been waiting.

  Business Response

  Date: 02/08/2023

  Good Morning,

  We have re-reviewed this claim and we will proceed by ordering the needed parts and will do a repair in our shop when the parts arrive. We called the customer to inform of this but there was no answer so we left a message. We will contact the customer again when we receive the parts from the manufacture to schedule the pickup of the sofa for shop repair. We are asking the complaint to be closed as resolved as we are addressing the complaint.

  Thank You,

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

• Initial Complaint

  Date:01/24/2023

  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 a sectional couch on Oct 28 didnt move into our new home until Nov ************************** 5 weeks and no one will call me back to help w this problem!

  Business Response

  Date: 01/27/2023

  Good Morning,

  We spoke to the customer and explained the repair process. We are ordering parts for the right-side facing chaise. While we wait for the parts to arrive, we are sending a tech for the left-side facing sofa chaise. We will continue to follow up with the customer as we receive the tech report. When the customer receives the parts for the right-side facing chaise, we will send a tech out to install the parts.

   

  Thank You,

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

• Initial Complaint

  Date:12/01/2022

  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 family ordered the Bellvern California ******************** for deliver in October and upon delivery we received a ********** King ********* and foot board but "King" size *****. We were told that this was standard and that we did not understand what we ordered. We have a California King ******** that we cannot use because of Ashley's Furniture mistake and they are trying to point the finger at us. We have called and complained about the issue with the store manager, who is refusing to take responsibility and send out the correct *****. We have been disrespected on multiple occasions, when all we want is to receive the correct items. No one at Ashley's Furniture is taking responsibility or accountability and my family has a piece of bed ******************** that we cannot use. The personnel does not call us back when promised and the finance company is still charging us for a bed that we have not used since they made the mistake. I need to resolved immediately, I am looking for our ********** King ***** to be delivered like they promised or an adjustment on our billing or exchange on a ********** King ******************** that they have at their warehouse that can be delivered in a timely manner.We spoke to a rep after our first complaint to the BBB and was then promised a deliver day of Nov. 30, ************************************************ updates. I called the Crest furniture customer service line and was told that the order was pushed back another week. I will need this to be resolved and I would like to be compensated for the inconvenience and money we spent thus far with no resolution.

  Business Response

  Date: 12/06/2022

  Good Afternoon,

  The needed piece was on a delay from the manufacturer and arrived at our warehouse on 12/6. The store reached out to the customer and scheduled this for 12/10. We are asking for this to be closed out as it is resolved.

  Thanks,

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

  Customer Answer

  Date: 12/07/2022

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