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:11/17/2022

  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.

  I purchased 4 dining room chairs from Value City Furniture from both the Lakewood and ********** stores. I never used the warranty and after 5 years which just came up this past September 2022, I am entitled to get reimbursed $59.00 if i purchased anything in the store, which i did. I purchased a nautical ship wheel for $189.00 plus tax which came to over $200.00 which i had to pay up front, and i was told in a couple of days corporate would have to approve the credit, and i would have to go back to the store to get it. Well, it's way over the time limit, and i called the ********** ** store on Wednesday November 16th, 2022, and was told it's still not processed and give it more time. I think I'm being screwed and will not tolerate being ripped off. No wonder Value City Furniture Corporate has only 1 star rated. They are s******* with the public.

  Business Response

  Date: 11/22/2022

  Good Afternoon,

  I forwarded this over to the store who confirmed they were in the midst of getting this taken care of for the customer. It looks like this was processed and on 11/19 the store called the customer to let them know about the refund going back to the customer's ***** This is completed on our end.

  Thanks,

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

  Customer Answer

  Date: 11/22/2022

  [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. I went back into the store and got a receipt from Value City showing the $59.99 going back into my checking account. Thank you for your help,
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/16/2022

  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.

  My family ordered the Bellvern ********** ******************** 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 California 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.

  Business Response

  Date: 11/16/2022

  Good Afternoon,

  We reached out to our teams about the order of the **** KING ***** and confirmed they are estimated to arrive to our WHS on November 30th. I reached out to the customer and offered to reselect a different **** KING set, but as these items are not kept in stock, the customer would have to wait an additional 2-6 weeks if they select a different set. The customer opted to continue to wait for the correct **** KING ***** that were placed on order on 10/10/2022. The customer seemed satisfied being supplied with new information about the situation. We are asking that this be closed as resolved.

  Thanks,

  *******************;

• Initial Complaint

  Date:10/17/2022

  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 still have no resolve with a $1000 couch I purchased along with an extended warranty. We purchased a couch that we tried at Value City which was very comfortable, we were offered to make it a pull out/ we asked if it would affect the way the couch feels and were assured that wasnt the case. Not only was the couch late, but the convertible bed was clearly installed incorrectly- this makes the couch extremely uncomfortable and virtually unusable. They sent someone out to take a look, who showed us the issue with the couch, we took a picture of them using measuring tape to show the insane gap between where the couch should rest and where it does. He said new cushions will help we said no- we want this fixed. He said yes but new cushions will fix problem. We said no, we want the convertible fixed or replaced, we shouldnt have to buy cushions on a couch we havent used, write that down. He said ok they will call you. I called value city weeks later to see what the status was. I reached someone very rude who said the repair person wrote new cushions on the sheet. Thats not covered by your extended warranty I was livid. I politely explained the situation and they could care less. Since then no one has returned any of my calls. Now I have. $1000 piece of junk that we cant use because we were scammed. Im not using that term lightly. The cushion replacement thing seems to be a trend- they use it as a broad reason to explain a lot of problems so they never have to fulfill their extended warranty. If anyone wants to team up and get a lawyer, please let me know, because thats where ** at with this. ***********************

  Business Response

  Date: 11/01/2022

  Good Afternoon,

  Please be advised we established contact with the customer on 10/19/22 to discuss the ******************** complaint. We dispatched a tech who attempted to contact the customer and finally made contact on 10/27/22. the customer is scheduled for tech service on 11/4/22. The tech will be fully inspecting for damages and will either repair on spot or will write a report. If the repairs are not completed on 11/4/22, we will be reaching out to the customer again to advise on the outcome. We will have more information when we receive the tech report which we should have by 11/10/2022.

   

  Thank You,

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

• Initial Complaint

  Date:10/05/2022

  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.

  I bought a Gold Leopard on 9/26/2022 for $249.00 it was for a center piece for a coffee table to be delivered on 10/3/2022. The leopard is really too long for the table. I called to find out what I would have to do to return it. I was told you cannot return anything after 3 days. I called the corp. office they told me the store would have to resolve this issue. I asked to speak to the manager, he is not available. They did not ask for my number so how is he suppose to call me. I can expect them not to do anything. As a consumer this should be told when you purchase an item.

  Business Response

  Date: 10/11/2022

  Good Afternoon,

  Normally we have "No return policy" for accessories but due to the customer's escalation we will authorize a return as a courtesy. The customer may return the item to the ********************** for the refund to be processed. I will make the necessary changes to the account to show the return has been approved.

  Thank You,

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

  Customer Answer

  Date: 10/13/2022

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

• Initial Complaint

  Date:09/21/2022

  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 name is *********************** and I recently filed a complaint with you in reference to Ashley Furniture To make a long story short 90 percent of my complaint was fixed. Thanks to you ! But with needing to pick another sofa set out it was lower in price then the one prior So there is a difference of $700 some dollars I dont want or need anymore furniture from them. They want to give it to me as a credit with them. I dont want that. I want the difference taken off my bill. With all the issues I had I dont want to purchase anymore furniture from them. Please if possible I would like to just get the difference off my statement and move on. Thank you for your help

  Customer Answer

  Date: 09/21/2022

  ---------- Forwarded message ---------
  From: Dawnplus2 <*********************>
  Date: Tue, Sep 20, 2022 at 8:03 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern ************ in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  

  
  
  

  This is the previous complaint number ********. Thank you *********************;

  Business Response

  Date: 09/27/2022

  Good Afternoon,

  Please be advised we have reviewed this portion o0f the customer's complaint and have initiated a refund to the customer's original payment method (***** Fargo) in the amount of $639.73. This credit to the ***** Fargo should be showing within the next billing cycle.

  Thanks, 

  ****** M 

  Customer Answer

  Date: 10/12/2022

  
  
  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. Thank you for your help.  All is good. Appreciate everything you have done.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 01/24/2024

  
  Complaint: 18033173
  
  I am rejecting this response because: 

  I emailed a few months ago about furniture I purchased from Ashley furniture it has been N issue since I purchased it. First living set fell apart.  They replaced it  after some dispute with them. Now I have another set that they have come out 3 times to fix. It is completely falling apart. The gentleman that came out to fix it said this happens all the time. Im asking to just have them come pick this all up, refund me and let me go elsewhere to purchase a set. One that wont need repair every few months. This furniture is not made with good quality.

   

  
  

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

• Initial Complaint

  Date:08/29/2022

  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.

  May 16 2022, I purchased a Purple Plus Mattress from Ashley. According to how it felt in the store I thought I was getting my dream mattress. but when it was delivered it was very hard. You could bounce on the one in the store but not on mine. I went through "it takes time to break in" "hundreds of people try our mattress", I let them send a "mattress expert out" that never heard of a Purple Plus Mattress". I was told in the store that the mattress expert would come and feel the one in the store before they come feel mine. Lie. Not the first either. Also hear I would like to mention that I had to drive to the store any time I want to speak to someone because to this very date in ***************** has ever returned my calls. I find the fact that they lie to make you happy in the store and they never return calls to be very consistent with their 174 dissatisfied persons that filed complaints about this one store.I have a sample of a purple mattress that came from Ashley so you think they would know it was a very squishy soft mattress. I have let the dispute department handle a lot of it. I am at my wits end. Every nite I got to bed and the first thing I think of is "I hate the mattress" so much to the point that I had to purchase a foam mattress topper to get the feel to my bed that my bed was suppose to have. I know I got the right model just it is very hard even after sleeping on it for 100 nights now. I went into another Purple dealer and laid on their Purple Plus mattress and theirs was squishy and they didn't have someone sleeping on theirs 100 nights. The Purple Plus is Purples squishiest model mattress. But not mine.Putting in a complaint with you was my next step.Oh they said they would exchange it for a price another $300. It was a $2000 mattress Please help me

  Business Response

  Date: 08/31/2022

  Good Morning,

  We reviewed the customer's concerns and account. We contacted the customer and informed that we will be entering a reselection on their account. This means that the customer will have a ********************** credit in the amount they spent on the mattress to be used as a store credit towards the purchase of anything else. We will remove the old item when we deliver the new item(s). We are waiving the fees that are normally associated with this procedure.  The customer seemed satisfied with this outcome.

   

  Thank you,

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

  Customer Answer

  Date: 09/04/2022

  
  Complaint: 17763306
  
  I am rejecting this response because:  Althogh they said I could get another bed I accually would like a refund and go somewhere else.  I would rather sleep on the floor than buy something else from this coompany.  Is that doable
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/06/2022

  Please be advised we do not have a return policy. We spoke to the customer on 8/31 and verbally informed of the reselection and the customer accepted this at the time of conversation. Unfortunately because we do not have a return policy, the only thing we can do is allow the customer to pick a different mattress through our comfort exchange policy using the credit that went towards the original mattress.

  Thank You,

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

• Initial Complaint

  Date:08/06/2022

  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 called to report damage to 2 parts of my loveseat, both rips. Love seat was about 2 months old at the time. *********** center sent out material to fix it, but only sent the needed material to fix one of the two rips. The technician who came out to fix the damage stated he would put another claim in for the rest of the material and he would come back to finish the *********** the material arrived. When I called and spoke to the *********** center they stated they would not fix the damage, and would not honor the warranty stating the damage was from customer misuse. They then proceed to make defamatory and discriminatory statements to me. After speaking to numerous agents they offered no solution, and would not even escalate my call to a supervisor. I just want my loveseat repaired as promised by their agent.

  Business Response

  Date: 08/10/2022

  Good Afternoon,

  We spoke to the customer this morning and due to the fact that we have a repair-first warranty we advised that we will proceed with repairs by ordering the remaining part needed. Once it is received by the customer we will send a technician to install.

  Thanks, 

  Lauren M

• Initial Complaint

  Date:08/04/2022

  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.

  On June 26,2022 we made a purchase of Furniture from Value City. The sales person's whom helped us was ***********************. We were missed informed about many things. Basically lied to, We choose two types of recliner's Couches, one electric sofa and a loveseat ****** recliner. We also purchased a 5 year warranty. After we received the delivery we were not happy with the loveseat and it was making noise. We were informed when we made the purchase that if we were not happy with item we could return and or exchange Item. We went in three days after we recieved our delivery. The sales person whom help us original with the purchase was there and came over to help us, She was not so nice and basically lied to us originally, by giving us false gave information. We were not able to return the item, if we did we would only get store credit and we would have to pick out something for either equal value, or if less buy other items to meet the original purchase price. One top of that we would be charged a flat fee of 10 Percent of what the couches cost due to returning them, plus a delivery pick up charge of $399. and another for delivery of new item in the amount of $399. This was just crazy. I just wanted to at that point return couches and get a credit, and be done. The sales person name was ***********************. I also reached out to corprate and explained what happened and they stated that sales person was incorrect with the double charges, they stated they had to send someone out to look at couch and they would get back to me. As of 8/3/2022 which is about two weeks after the tech came to look at couch, I have not heard back from corporate headquarter either. Very unprofessional company. I feel like I was taken advantage of and given false information to make a sale.

  Business Response

  Date: 08/10/2022

  Good Afternoon,

  We sent a technician to analyze the furniture and he found the piece to be up to standards. Upon reviewing this complaint we reached our tot he customer and offered for the piece in question to be even exchanged with a new piece. The customer agreed and seemed satisfied with this outcome.

  Thank You,

  Lauren M

  Customer Answer

  Date: 08/10/2022

  [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 not really what we wanted. We wanted to exchange the couch for the electric one.  And we were told by the sales rep. as I stated we would be charged a percentage on top of two delivery charges.  We went there three days after to do an exchange due to we were told if we did not like or if something was wrong with couch. We could exchange and or buy something else for equal value.  We did not under why we would have to pay double fees and the percentage. Which was never told to use prior to sale.  So the couch we have is not good, we were only offered an exchange because thats what they told us they could only do.  So we will see if this one is any better.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/02/2022

  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 a sectional sofa a few months ago from Ashley furniture and it completely fell apart at the seams Ashley sent someone out to see it and agreed that it needed to go Back. We went back to store to pick something else out to replace it. The sofa we chose and the sofa we received looks completely different. The sofa we received is so much darker looking then in the store We called and spoke with 4 separate associates Kevin * ida* and a couple others. ***** told us go Back to store if we arent happy and look around for something else we get back to the store walk with *********************** and he takes all the info down and then says its over the time frame of 3 days to return it. My daughter didnt know what sofa I purchased and she was the one that received it. I was on vacation. As a soon as I got back I called them ***** at the corporate office didnt have an issue with me being over the 3 days. Nor did anyone ever say it couldnt be over 3 days Why did I get told to go Back there when the corporate knew the date I received the sofa and that it was over the 3 days. Why my time is being wasted running there and then being told its too late. Someone should have told me that before I went back there a 3 rd time. I have gotten the run around since I purchased the first sofa. It was like they didnt even want to come and look at it when we called to say it was falling apart. The customer service there is unacceptable and they need to be better to their customers it took quite a long time for them to send an associate down to see the sofa and when they did they found out I was correct and it was falling apart Im just hoping to get some resolution to this since no one there wants to help

  Business Response

  Date: 08/11/2022

  Good Afternoon,

  We reached out to the customer and offered for the customer to pick out a different set using the credit for the items they are unhappy with. The customer seemed satisfied with this outcome. We will deliver the new items on the same day that we pick up the old set. 

  Thanks, 

  Lauren M

• Initial Complaint

  Date:07/29/2022

  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 have details after contact they are pretending to cover warranties they sell but it's all false. They are designed to explain why rhey won't help you and how to wasted your extra money

  Customer Answer

  Date: 08/03/2022

   

  
  The Value City Furniture in at **** route 70 ******** **.  I purchased 1 Sofa item number ******* for $******, 1 sofa chase item number ******* for $ ****** and 1-5year protection plan for $169.99 that is explained in the photo. The company Crest Furniture is the owner of these locations and has made it impossible to schedule a cleaning/maintenance like the warranty was explained. They hang up, dismiss, and state that nothing is covered. The company stated that they determine IF the condition of your couch is worth their time and worthy of them scheduling a visit. After speaking to friends and others who have dealt with them, it's clear they are not going to honor this program and it's just an upsell to get a quick $150 after the sale. Im a single dad so this couch was a big purchase and the first for our family here. We moved in and bought it last summer from the ** during covid ********************  He explained that it's great if you have kids or dogs as the company will do everything, they can to make the couch or anything you buy looking new except replace it. Its a false peace of mind that they the company has no intention of living up to. I would like to be able to have the couch looked at and cleaned up but I understand that they are not going to do that. This complaint is for future patrons to attempt and prevent them from making the same mistake. Just get the furniture if you like it but dont overspend and the warranty is not real. 

  Customer Answer

  Date: 08/03/2022

   

  
  The Value City Furniture in at **** route 70 ******** **.  I purchased 1 Sofa item number ******* for $******, 1 sofa chase item number ******* for $ ****** and 1-5year protection plan for $169.99 that is explained in the photo. The company Crest Furniture is the owner of these locations and has made it impossible to schedule a cleaning/maintenance like the warranty was explained. They hang up, dismiss, and state that nothing is covered. The company stated that they determine IF the condition of your couch is worth their time and worthy of them scheduling a visit. After speaking to friends and others who have dealt with them, it's clear they are not going to honor this program and it's just an upsell to get a quick $150 after the sale. Im a single dad so this couch was a big purchase and the first for our family here. We moved in and bought it last summer from the ** during covid ********************  He explained that it's great if you have kids or dogs as the company will do everything, they can to make the couch or anything you buy looking new except replace it. Its a false peace of mind that they the company has no intention of living up to. I would like to be able to have the couch looked at and cleaned up but I understand that they are not going to do that. This complaint is for future patrons to attempt and prevent them from making the same mistake. Just get the furniture if you like it but dont overspend and the warranty is not real. 

  Business Response

  Date: 08/13/2022

  Good Afternoon,

  Please be advised after reviewing this customer's claim, we tried calling the customer on 8/10 at ******* and left a voicemail. We called again on 8/11 at 2:10pm and left a voicemail. We will continue to attempt to reach the customer so we can discuss a resolution.

  Thank you,

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