ComplaintsforCrest Furniture Inc.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  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 response

  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

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *****************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday December 29th I went to value city furniture in Manahawkin **. I ended up buying a sofa and love seat. Before value city could confirm my delivery date I had to send in my house measurements to see if the products would fit. When I got home I took the measurements and called value city and the delivery was confirmed on Saturday December 30th that on Wednesday January 3rd **** my love seat and sofa would be delivered.During the delivery it became clear that the sofa and love seat would not fit in my living room comfortably. It was decided that the love seat would have to go back and that I was refusing to accept delivery of the love seat. While the delivery drive and helpers were still at my house I told them they needed them to take back the love seat. I was instructed that I had to notify the store and that the store would contact the warehouse and the warehouse would then contact the driver. When I called the store I was told there was no manager on duty at the time and that there was nothing that could be done today. The original truck driver was about to leave when there truck broke down and didnt leave my house until about 12am. I called value ************** office multiple times since this all started to try and get them to retrieve the love seat with no help at all. I keep getting told by whoever I speak to at corporate that I have to call someone and Ill call you back. I have never received a call back. Going one 1 week now with no help and basically an inoperable living room.

  Business response

  01/18/2024

  Dear *******************************
  
  We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
  After further review, we are unable to locate an invoice under your phone number, email address provided.  If you have an invoice with us, that you are experiencing issues with please respond with the phone number on file and email address so we may better assist you.
  .
  If you have any questions or concerns, please reach out to our customer care team at **************.
  
  Sincerely,
  *********
  Resolution Supervisor

  Customer response

  01/19/2024

  Phone number on file is ************** and also ************. 
  names on file is ********************************* and also ************************** 

  Business response

  01/22/2024

  Hello *******************************,

  Your feedback is greatly appreciated, and we are dedicated to addressing the concerns you've expressed in your recent communication.
  Upon a thorough examination of the particulars of your complaint. It appears there may be some misunderstanding or confusion. We would like to clarify the situation and provide some additional information.
  
  The location mention in your complaint is ***********************************************
  This location is not affiliated with our company. The company you are referring to is
   Value ******************. I have provided there contact information ************.

  You would need to reach out to them directly for further assistance.

  Best Regards, 

  *********

  Resolution Supervisor

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

   

   

   

   

   

  Business response

  01/24/2024

  Good Morning,

  We looked into this situation and found that a store associate called the customer on 1/10/2024 to discuss the pickup of the loveseat but the customer chose to keep it as they plan on giving this set to their mother. If the customer changes their mind and still would like the loveseat removed, we would be happy to call the customer to discuss the restocking fee before we can proceed.

  Thanks,

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

  Customer response

  01/24/2024

  
  Complaint: 21128346
  
  I am rejecting this response because:
  
  Your company left us no choice in the matter. This company refused to return my calls repeatedly. Value city only called back after the 7 day return policy. You dont think we understand what was going on? You waited until the 7th day after delivery to return our call so you could charge us the restocking fee. So yes we had to make our own arrangements because not a single person from store manager to corporate would lend assistance. 
  
  Regards,
  
  *******************************

  Business response

  01/25/2024

  Good Afternoon,

  Typically, our company policy is to charge a restocking fee on return of any item that is in the home, regardless of if it is 1 day after delivery or 7 days after delivery. Due to the escalation of this customer's situation, we are willing to override this policy and allow the customer to select a different item with no additional fee. The customer will be credited the amount that was spent on the item, and they will be able to use this credit towards the purchase of any other item. When we deliver the new item, we will remove the loveseat. 

  Thank You,

  ****** M

  Customer response

  01/30/2024

  
  Complaint: 21128346
  
  I am rejecting this response because:
  
  The response doesnt pertain to my situation, I called to have the loveseat returned while the delivery truck was still out side of my house and was for hours! Absolutely no excuse to leave the loveseat in my home for a week knowing the customer was refusing it. I contacted everyone possible to get this resolved and not a single person reached out until 7 days later. I had to figure out what I was going to do with the loveseat with no help from value city. I will never shop there again because this is how you treat your customers. 
  
  Regards,
  
  *******************************

  Business response

  01/31/2024

  Good Morning,

  As of now, the customer no longer possesses the loveseat and we previously offered to allow the customer to pick out a different item with no additional fee. Now that the customer no longer has the loveseat in their possession, there is nothing further we can do. 

  Thanks,

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

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress from Ashley Furniture which operates under Value City Furniture in ************, ** without being told that it was actually a mattress in a box. When the mattress was delivered, I returned to the store for a reselection for another mattress which ended up being defective and it took me fighting them tooth and nail to have that mattress removed from home. My issue right now is when they delivered the the second mattress on June 8, 2023 they took the initial mattress which was purchased on May 22, 2023. However, they have yet to credit my account for the return and I have initiated a charge back via the credit card company ************** but it was denied. I have refiled the charge back with ************** but I feel like this should not be this difficult. I do not have any of the mattresses from this company and I should not have to pay for merchandise that I do not have. I really dont understand why this is so difficult. Ive gone through so much with this company with the defective mattress only to find out they somehow were still trying to charge me for an item their company removed from my home. I have never seen such malpractice from a business in my life and I just want them to remove the charge from my account so I can close it out completely because I have no desire to ever have any business dealings with this nightmare of a company again.

  Business response

  01/11/2024

  Good Afternoon,

  The disputed amount of $1726 for the originally delivered mattress was never meant to be refunded. It was applied to the purchase of the second mattress, along with the additional items that the customer purchased,including a Sofa, Loveseat and Accent Chair. The invoice total for the purchase made on 5/22/23 and subsequently delivered on 6/7/23 was $6694.75. The **************** were as follows:
  
  $495.91 **** Credit Card
  $4471.92 new GE Financing
  $1726.92 credit applied from original mattress
  $6694.75 total
  
  This customer has already been issued a refund to her GE finance account in the amount of $3886.92 upon return of the second mattress.Which means that the customer has paid a total of $6694.75 less $3886.92, or $2807.83 total. The $2807.83 in retained funds were applied to the following items:
  
  $659.95 Accent Chair
  $889.95 Loveseat
  $949.95 Sofa
  $299.99 5-Year Protection Plan
  $207.99 Sales Tax
  (-$200) Promotional Coupon
  $2807.83 net total amount billed
  
  This account is in full balance, with no additional monies owed to either ************************* or Ashley Furniture, excluding Ms. ******* repayment agreement to GE Financing.

  Thanks,

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

  Customer response

  01/12/2024

  
  Complaint: 21107283
  
  I am rejecting this response because:
  
  These are two different accounts. The account in which the first mattress was purchased was in my name, the account with the household furniture is in my mothers name and has nothing to do with the Ashley ******************* that was returned upon delivery of the second mattress Beautyrest Black KX hybrid which was also returned and refunded. The manager told me that once the delivery of the new mattress on 6/7/23 and the ******************* was returned it would be removed from my account and that never happened. Furthermore, my Mother continues to pay her bill for her furniture so the only refund that has been applied was for the return of the defective Beautyrest Mattress. This company has been using fraudulent practices since I walked through the door. You cannot apply refunds to two different cards and they never applied anything more than the refund for the defective mattress. I never received the refund promised by the manager once the initial mattress was picked up once the second mattress was delivered. 
  
  Regards,
  
  *************************

  Business response

  01/18/2024

  After further review, we have determined that the account holder does have 2 separate ** accounts listed under the same Customer Phone Number. Therefore, while the $1726.92 in question has, in fact, been credited,it was credited to the ** account belonging to *************************. If ************************* comes into one of our locations and authorizes the charge for the additional $1726.92 on her ** account, we will gladly refund the same amount to the ** account belonging to **************************

   

  Thank You

  Customer response

  01/18/2024

  
  Complaint: 21107283
  
  I am rejecting this response because:
  
  My mothers account ************************* is under her phone number and has been refunded in the amount **** give or take for the defective ******* Beautyrest Black Hybrid Mattress. 
  

  My account ************************* is under my phone number and was never refunded for the Ashley ******************* that was picked  up from my home when the defective Beautyrest Black Hybrid Mattress was delivered on 06/08/2023 in the amount of $1726 and change. 
  

  These are two different accounts and no one is coming into that location ever again. Refund the credit card for the merchandise you retrieved from my home. My mothers account does not have anything to do with this! 
  
  Regards,
  
  *************************

  Business response

  01/23/2024

  Good Afternoon,

  We looked into this situation and found that a store associate called the customer on 1/10/24 to discuss the pickup of the loveseat but the customer chose to keep it as they plan on giving this set to their mother. If the customer changes their mind and still would like the loveseat removed, we would be happy to call the customer to discuss the restocking fee before we can proceed. 

  Thanks,

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

  Customer response

  01/24/2024

  
  Complaint: 21107283
  
  I am rejecting this response because:
  This response makes absolutely zero sense. My mother purchased her sofa, loveseat and accent chair on her account and has nothing to do with this situation at hand. No one called here and the issue at hand remains the Ashley ******************* that was purchased by ME ************************* which was returned and never refunded on my account. What is going on with this company, do I need an attorney. My count needs to be refunded for a mattress that was returned on June 8, 2023 on my account. No one else has anything to do with this. I dont understand why this is so difficult. I going to get the local news involved and speak with my attorney.
  
  
  Regards,
  
  *************************

  Business response

  01/30/2024

  Good Afternoon,

  We wanted to write to let the customer know we are still reviewing her case. We were responding to a different customer and the response got sent to ***************** instead of the correct customer. We will be following up about ********************* concern.

  Thank You,

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im writing this complaint as I sit up at 4:07 AM because I cannot sleep. I cannot sleep because the mattress and box spring I purchased in 2021 have not held up. The bed itself is now sinking in on one side, and the box spring has frankly fallen completely apart with tearing and other issues. I am beyond disgusted by the lack of quality products that Crest Furniture Inc. sells. A family member initially called their Ashley Home Furniture location in ************, only to be met with an attitude from the person who answered the phone. When my mother attempted to make an appointment to look at the bed, they were only able to accommodate a Thursday. I am currently a student, and my mother works. This is not feasible. I have also recently spent time in the emergency room due to severe back pain caused by this poor-quality bed and box spring.Crest Furniture Inc. seems to be in no hurry to fix this issue, as they havent called my mother back nor tried to work with us. This experience indicates that they only care about making money rather than selling quality products that last more than a few years. Generally, a mattress should last about 10 years without issue. Im also not exactly sure how a technician will be able to determine what is wrong with the bed, nor do I have any faith, given the attitude of the person who answered the phone, that they will do the right thing. Considering the product has not lived up to the promised warranty, I feel I have a case with this. This is a good faith effort to resolve this issue and get remediation for this situation. According to the ************************* Warranty Act, you must honor the warranty associated with this product and remedy any issues.I can furnish any proof needed to prove I purchased the bed and box spring. I have reached out directly to the manufacturer who advised me to reach out to Crest Furniture Inc.

  Customer response

  11/02/2023

  Their ************, **  location

  Business response

  11/10/2023

  Good Morning, 

  This customer called and notified us of the issue on 10/20/23. We have dispatched a technician to measure and inspect to see if there is a defect. We can't make a decision or move forward until this happens. Unfortunately, it looks like the customer has not been able to keep the scheduled dates with the tech company. Last we checked; this is tentatively scheduled for Wednesday 11/15. The tech company is waiting to hear from the customer if this day will work from them. Once the tech goes out and we receive the report, we can then review this for a decision to be made. Once the report has been reviewed, we will be able to reach out to the customer and explain the outcome.

  Thanks,

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

  Customer response

  11/14/2023

  
  Complaint: 20798586
  
  I am rejecting this response because:
  

  This is a lie, we spoke to the company whom could not accomodate a date suitable. When we rescheduled the business stated that their 'truck broke down.' We expect a technician tomorrow, however if the technician does not show up we will seek legal action.
  
  
  Regards,
  
  ***************************

  Business response

  11/21/2023

  Good Afternoon,

  Please be advised we have received the report from the technician which confirmed the defect in the mattress; However, the tag was removed from the mattress and the customer no longer has the tag. Without the tag, the mattress warranty is voided, and we are not permitted to proceed when a mattress is missing the law tag. The customer was informed of this.

  Thanks,

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

  Customer response

  11/21/2023

  
  Complaint: 20798586
  
  I am rejecting this response because:
  
  Well be taking legal action in regard to  this. Cease contact until a resolution can be reached. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we purchased a sectional from Ashley furniture in February we were told that if there were any issues that a new couch would be replaced at no charge. We come to our first issue the springs were broken. and a rip on a seam happened on the chase lounge. I called Ashley and was given to there warranty place. Why if it was only 2 months old at this time? My wife told the concerns to the warranty place and they said ok we will order the necessary parts they order the incorrect parts, then the person the sent out did not resolve the main issues he began to say the wrong parts are here. He ordered the correct parts and came back to install my wife explained this still isnt fixed and there are some other issues. He then began to brigade my wife and my wifes aunt to the point that my wife asked him to leave. The company then contacted us to have the couch removed so they can fix it in there warehouse now at 7 months old. I am not having pieces of my couch picked up and dropped back of for repair that is absurd. I want my money back for all the issues and another couch for the inconvenience

  Business response

  10/18/2023

  Good Afternoon,

  We have reviewed this customer's claim and although the ******************** is still less than a year old and under the manufacturer's warranty, these are not manufacture defects. The damages on the sectional are customer caused and are covered by the warranty that the customer purchased. The warranty is a repair first policy, and we are following the repair procedure needed for a repair of this size. There is no compensation to offer in this situation as we are moving forward with the repairs outlined by the warranty the customer purchased.

  Thank You,

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

  Customer response

  10/27/2023

  
  Complaint: 20738088
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

  Customer response

  11/02/2023

  
  Complaint: 20738088
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

  Customer response

  11/08/2023

  
  Complaint: 20738088
  
  I am rejecting this response because when I was sold this furniture  we were miss lead I was told no matter what happens to the furniture  you will get it brand new no questions asked. That clearly is not the case and we were mislead and lied too. Unacceptable  as a buisness to lye to a consumer  to make a sale. 
  
  
  Regards,
  
  ***************************

  Business response

  11/21/2023

  Good Morning,

  We reached out to the customer and we informed that we will use the warranty to enable an even exchange for the sectional. The customer agreed with this. 

  Thanks,

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought this sectional in July we loved the one in the show room when they delivered it looked awesome in my living room every time I sat on the couch it was Rock hard I couldn't get comfortable so I would go sit and lay in the back bedroom then my husband had to have 4 surgery's since July. Every time he would lay on the couch or sit on the couch he would complain so we didn't think nothing of it we just said the hell with it we bought it then every time I would entertain and have people over they would always complain about the couch saying oh my God how do you sit on this couch? It's horrible and uncomfortable so then I reached out to the store and I explain to them that we can't sit in the living room and watch TV anymore because our sofa is horrible so when I reached out to the manager they put me through to their warranty people and they basically told me that they could rip apart all the cushions and I said absolutely not. It's pretty much a brand new couch and for the money I spent on it I don't want them to rip apart a brand new couch I just asked for them to take this couch back because this is not the same couch that I sat on in the store and let me pick out a new couch. It is sad when you spend all this money and you can't even sit on your on couch and watch tv .

  Business response

  10/10/2023

  Good Afternoon,
  We contacted the customer and listened to their concerns. They are concerned with the comfort of the items. I offered to send a technician to see if there are any defects, but the customer declined stating there are no defects. As a company we don't have a return policy and the only way for the customer to receive different items is if they contact the store within 72 hours of delivery. These items were delivered on 7/08/23 and customer first made contact on 9/16/23. I did offer to see if we could make an exception and allow the customer to reselect different items with a restocking fee (company policy) but the customer refuses to pay any fees. There will not be anything we can do to satisfy this customer as their requests go beyond our company policies.

  Thank You,

  Lauren

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I should not have to pay for a restocking fee when I originally sat on this couch three different times also I was never informed by the sales person that that couch would be a hard couch, and that it was Soft due to other people sitting on it, also, if I use my warranty for them to come out and inspect the couch for this issue I will lose my warranty and then if something happens to the sofa down the line, what would I do? Also, this is not a warranty claim. The couch is not damaged or defective. This is not the couch that I originally sat on three different times that I visit the show room floor, all I want is for this couch to be taken back so I can get a comfortable couch me and my husband both have back issues and my husband just had four surgeries and no one sits on the sofa due to the uncomfortableness as well as when I'm entertaining, everybody sits in my kitchen! It's pretty sad that I have other sofas From Ashley and the rest of my house is fully furnished from Asley never had any issues until now and I am not a satisfied customer
  
  Regards,
  ****** **********

  Business response

  10/12/2023

  Good Afternoon,
  As per our previous response, the customer's requests are not requests that can be fulfilled as they go against policy. The customer is concerned with the comfort of the items, which is not something we normally would address outside 72 hours after delivery. I offered to send a technician to see if there are any defects, but the customer declined stating there are no defects. As a company we don't have a return policy and the only way for the customer to receive different items is if they contact the store within 72 hours of delivery. These items were delivered on 7/08/23 and customer first made contact on 9/16/23. I did offer to see if we could make an exception and allow the customer to reselect different items with a restocking fee (company policy) but the customer refuses to pay any fees. There will not be anything we can do to satisfy this customer as their requests go beyond our company policies. We do not take back furniture without a fee and we only would offer for the items to be reselected.

  Thank You,

  Lauren

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase date: 10/10/21, issues found & repairs needed immediately upon delivery. Was not optional to return at this time. Due to prior interactions I was hesitant to call as the experience was frustrating. However, there has been a powder like substance falling out from the cushions/frame of the sofa & it has been continuous along with many seams coming undone through out the sectional. Called VC on 08/24/23 to report the issues, sent an email with images & a tech was sent out on 09/01/23. He acknowledged the substance, took pictures & mentioned frame seam separation where the substance is coming out from. The tech stated that he would not be able to repair this & that VC would determine how to proceed, I stated that this is something I have to vacuum up on a weekly basis & was concerned as I am not sure exactly what this is & if it may be harmful to anyone at home. He repaired the other seams around the sectional. I received a call on 09/06/23 from a VC cust. service rep who stated that they were not going to acknowledge this substance as it was not coming from the sofa which I stated that it clearly was, you can move the sofa and see this substance falling out. I then asked her what & where did they think it was or coming from, she stated that this was not something they could acknowledge or speak about as it was not damage to the sofa & to just vacuum it. This upset me I asked for her full name & she said Lauren and that she did not have to provide her full name, she gave me her EE ID ****** I asked to escalate & for a supervisor, she was dismissive to my request & said she was a manager & this was the determination. After going back and forth I again asked for this to be escalated. I don’t understand how the service interaction with the tech & what was reported while in my home differed drastically & the fact that no accountability is being taken for a foreign unidentified substance which could be harmful. A 5 year warranty was purchased as well for this sofa.

  Business response

  09/12/2023

  Good Morning,

  Please be advised we reached out to the customer and offered for the furniture to be reselected. This means that the customer will have a store credit in the amount that was spent on these items. On the day that we deliver the new items, we will remove the old items. The customer was informed of this.

  Thank you,

  Lauren M

  Customer response

  09/12/2023

  [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

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a chair, electric love seat and electric couch from Value City Furniture in Manahawkin on March 17, 2022. I also purchased an extended warranty. The total price was $5,061.41. I contacted them this April because the fiberfill used to stuff the cushions on both the couch & love seat was shifting and causing lumps and sagging in all of the cushions. It looked terrible. They initially said that it was over a year since it was purchased & no longer under warranty. I told them that I purchased the extended warranty which covered the pieces for 5 years. They said that it didn't cover the cushions, but they would repair them as a "courtesy". I also told them the manufacturer's tag stated that the cushions were covered for 5 years, as well. I had to send them a copy of the tag to prove it. They said that they could only take 1 piece at a time for repair. They took the couch. They brought it back a month later & it looked the same. I made them take it back. When they returned it a second time, the cushions were so overstuffed that it was causing a large gap between the cushions which made it look even worse than before. I sent it back again. Once again, it was returned with the same gaps as before. I refused it one more time. The manager called me the next day & informed me that he didn't know why I refused it because there was nothing wrong with ******* met the "industry standard" & I had to take it back. I refused & he said that I had to take it back & they would not issue a refund. We went back & forth several more times & then he hung up on me. I also contacted the manufacturer directly on 3 separate occasions, and they told me to contact Value City. All I want is a pro-rated refund for the couch & love seat so I can purchase furniture that will keep it's shape. I will never buy from them again. Their furniture is poorly made & their customer service reps are very condescending and nasty.

  Business response

  08/23/2023

  Good Morning, 

  Please be advised we spoke to the customer and have scheduled for the repaired sofa to be returned to the customer on Thursday 8/24.

  Thank you,

  ******

*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. ↩