Crest Furniture
Reviews and Complaints

This company is not honoring their protection plan on furniture I purchased from them. In 7/2019 I purchased a sofa and a chair and a half from Ashley Furniture in Conshohocken, PA. At the time of purchase, I also purchased the 5 year protection plan. The sales associate promoted it as an excellent piece of mind when you have children. They specifically targeted that I had multiple young children and emphasized that if the furniture cannot be cleaned completely or repaired it gets replaced. In 2/2023 spaghetti and meatballs spilled on an arm and a cushion on both the sofa and the chair and a half. It happened on a Sunday. Crest is closed on Sundays. I called Monday morning to file a claim. I sent photos and a few days later they sent out someone to clean it. The gentleman who cleaned it told me he did the best he could and it was all he could remove. The stains did not come completely out. I sent additional photos and called Crest again. They sent the same gentleman out to try to clean it again. He came back again a few days later, attempted to clean it again but admittedly said it will not come out anymore. I sent additional photos to Crest and called them back. They told me nothing more they can do. The woman even told me “all food comes out” and if it is still there it is something I did wrong. I requested to speak to a manager who said they will send out a cleaner 1 more time but that my plan didn’t cover anything beyond cleaning and stains are not included in the warranty to be replaced. After the 3rd cleaning I sent photos and called again (because they never called me). I eventually spoke to someone in corporate customer care who immediately raised her voice at me. She stated my plan was now void because there is a tear somewhere else on a cushion, which is not part of the stain. I did not file a claim about the tear because I knew it was an exclusion and I could flip the cushion and/or cover it with a blanket. The stain is completely separate and unable to be hidden based on its location. She actually read the section of the plan back to me that states “If the technician cannot remove the stain or repair the item, Crest will replace the affected item with the identical piece. If the affected item cannot be replaced, the customer may select a new replacement item equal in value to the original purchase price of the damaged item.” She then realized what she said and began a rant about how it is voided and I was lucky they even came out to try to clean it to begin with. No where in the protection plan does it say a separate issue voids the plan. Crest is not honoring the contract. I am looking for Crest/Ashley to honor what they sold me and replace the 2 pieces of furniture as noted in the protection plan.

I have nothing but difficulties regarding my order. I originally purchased a king mattress and box spring, which together would raise and lower head area and foot area.Due to space it was unable to be delivered. Even though I was ensured upon purchase the base came in pieces & the mattress could bend to get up the stairs. After going to store, was told to go with split mattress. My only concern was a gap in between the mattresses. Sales told me to go with split box springs to ensure little to no gap. PAYING $400 extra for this alteration.The box springs came before the mattresses.When the mattresses were delivered I asked delivery to ensure that the two mattresses moved together and not independent of each other. They told me it was the base that was supposed to move and not the mattress. I immediately called and texted the sales (lisa) who gave me personal cell because of all the issues I was having & asked whether or not to accept or reject the delivery. She told me to accept & we would figure out the mechanics. After delivery left, I finished up adjusting the mattress to appropriately sit on the box springs and there was a HUGE gap. I went to the store the next day, showed and sent her the pictures of the gap. She agreed it was very large; I could return but we would have to go through service.Our plan became to return all and go back to my original order and get delivery to bungie the king size mattress up the stairs, as it only not "cleared" by two inches upon the first attempt with no manipulation. Lisa said she would be going on maternity & gave me a new contact Chanell -who she said knew about my order. Service came to my house and took pictures.Service called a few weeks later & said I could only return if I paid $300 PER mattress & 10% restocking fee. I have since talked to managers and service numerous times. They will not do ANYTHING including a refund for me unless I pay more. I have a non mechanical bed that has a HUGE gap.

We bought a Sectional from the Ashley HomeStore over a year ago. We purchased the additional Insurance on the unit, as we normally do on all our Ashley purchases. Due to quality issues from day one, we have had each piece of the sectional worked on in our home, as well as taken to their workshop for additional work that was needed. See attached photos of sectional. As it stands right now, each piece of our sectional is sagging, loose, creaking, and squeaky. None of the repairs made have fixed any of the original issues and some have even progressed much further. As of the last communication with the insurance department, they have done all they can do and we just have to live with the sofa as is. I find that completely unacceptable, more especially because we have furnished and refurnished every room in our home with Ashley furniture (estimated total around $20,000). If there is truly nothing that can be done to remedy this issue, this is the last time my family and every person we know, will ever make a purchase from Ashley Furniture. In my opinion, as a carpenter of over 20 years, this unit was defective from the beginning. I allowed this to go on for over a year with the back and forth of the 'repairs', lived with a partial sofa for over 2 months due to individual section repairs taking as much as 3 weeks each. Each time being promised that 'this time' would fix the problem once and for all. All this back and forth to now end up with an 18 month old sofa that I need to replace. The quality of the cushions and fabric is deceiving, the structural integrity of the support webbing and wood structure is shot and has been almost since the beginning. I can't keep having my family try to relax on a sofa that sinks when you sit on it, most areas you need to sit down extremely gingerly to not break the frame any further, and cushions that slide off the sofa when you try to stand up.

On November 15, I spent $4,456.31 on a leather sectional couch from Value City and was told I got a "good price" because the majority of the couch wouldn't be delivered until March , with a few pieces arriving sooner. I inquired about potential early shipping or delays, and was assured March was the latest delivery date. On November 20, I received several odd pieces of the sectional that were unusable alone. In February , I checked on the remaining pieces and was reassured of a March delivery. Come March, with no communication or delivery, I contacted Value City on April 1, only to learn the delivery was postponed to May without notice. They offered excuses and refused both the return of the initial pieces and order cancellation. Despite my 24-week wait, Value City continues to advertise the set with a 16-week delivery claim, which I find misleading.

Purchased on 2/21/22 and delivered on 2/24/22, but encountered payment issues. After two weeks, the sectional's bottom cushions were sagging significantly, causing discomfort by sitting lower than the frame. The back cushions were also flattened. Contacted the store, and a technician was sent to inspect the furniture. He identified that the factory used incorrect filler for both seat and back cushions. He mentioned the need to order the correct fill and instructed me to reach out to customer service once it's delivered for further assistance. Disappointingly, my new sectional required refurbishing after only two weeks, and we stopped using it due to the defect. The store's response was unsatisfactory, with repeated statements about parts being on order. After persistent follow-ups and a lack of response from management, I was frustrated. A representative suggested exchanging the sofa but warned that it would void the 5-year insurance plan. I requested a return due to the manufacturing defect, but was informed returns were not accepted. We are now stuck making payments on unusable furniture, while the company shows little concern for resolving the issue. We are seeking a full refund and no longer wish to engage with this company. Thank you.

I purchased a dining room set 1/24. The first set received, 6 of the 7 pieces were damaged. I had refused the entire delivery but was asked to hold the set until a replacement came into stock so I would not go another month without furniture. I had spoke with a Marissa and I confirmed on that call this was to be noted as refusal. Nearly another month later, a replacement set was delivered to which a chair was damaged. Another replacement was scheduled and yet again another damaged chair. Yet again, another delivered replacement and yet again another damaged chair, all of which have been refused. After 4 attempts and over 90 days, I still have an incomplete set. I have sat 4 hour windows on four occasions and the furniture continues to be damaged. Last Thursday, after the last attempt, I requested a call from a manager to resolve as I no longer wish to be inconvenience with wait times and damaged items. After numerous calls to the store and being told the customer service manager would call me, I never received a call back. Today, I called again and waited for the call to be connected to Lauren, the manager. She offered a replacement to which I felt the issue was beyond a replacement since I attempted that multiple times. She stated there is not a return policy but she would override with a restock fee. I do not feel I should be subjected to a fee for an issue out of my control. There is no other set compatible for my home and I would like the furniture fully returned as I feel I have given the issue more then enough chances to be corrected. Lauren also claims this was the first she heard of the issue, however I have repeatedly called, left messages and spoke with employees who advise I will be called back and never get a return call. I called and spoke with individuals on 2/25 (April), 3/2(Ann) and 3/10 Amanda. I spoke to Mike the store manager last week who advised corporate had to call me. I called, 4/7 and was told I would hear back by 7pm

I ordered a sectional sofa with recliner from Ashley Furniture that was delivered in May . Within a month of being delivered, the reclining mechanism on one recliner broke. I called and they came out to repair it. After I called again to tell them the recliner seemed to be leaning to the left a little. They came back out and told me its the cushion from wear and continued use. I disagreed since this was a new couch and had no wear. A new cushion was sent and no attempt was made by the company to come out and put the cushion on. In April 2022, I put the recliner up and again the entire reclining mechanism broke and the entire recliner lurched to the left. I called April 2, someone came out April 8 and determined a new part needed to be ordered. I was told it was ordered on April 12. I have called multiple times inquiring about the status and every time someone gives a different answer about wha the problem is. On May 17, I was told to wait one more week and a supervisor would call me back. They did not. I called again May 31 and was told someone called me on May 17 to let me know the part was in, which never occurred. We then scheduled pick up of the furniture for June 3. On June 2, someone called saying they do not have the part and are cancelling. I've called and emailed for the last week with no resolution. *** called today, June 9, saying they reordered the part and ca schedule pick up after June 16. I then spoke with someone else who claims the part is in the warehouse already. They are unable to pick up until at least June 16 though. No one could answer why I was not contacted if the part was there. Supervisors are never available and I still have a nonfunctioning couch that I paid $3560 for and have not had full use of for 3 months. With the amount of issues with this couch and part, I would like the recliner replaced and I would like some type of credit, as I have continued paying for this couch each month even though I cannot use it.

I purchased a sectional sofa & odd club type chair near the end of November & delivered end of November . As the Days/weeks/months went on, the sectional started looking different. It had rake lines in it/waves on the top of the back pillow area/stretchy on the seating area/toned color of blue on some areas. (when it was delivered it had a huge blue powder right in the middle of the back pillow which I tested with something, and it disappeared. (Should have known then something was wrong) etc Anyway, I contacted Value City,Toms River,NJ sometime in the early months of this year. I was contacted by *** who would evaluate the problem. They agreed to wait it out due to the virus. They came June 29,2020, took pictures, saw the condition & even said I DIDN'T DO THE DAMAGE. I am one person living here and am not a heavy person, also have two other tv's to watch in other rooms.Of course,with the virus, no company even before I live a quiet life. A couple of weeks later I received a phone call (ANN?)& was told that the furniture was made to look "USED".( I CAN'T BELIEVE"USED". I was never told this when I purchased it & it didn't look that way in the store. When I was looking for a sectional, I had picked out a different sectional. When I came back the next day, the salesman stated "he just remembered there was another set similar to the one I wanted but $500 less.I saw it.Liked that it didn't have a design in the fabric, asked why such a difference & was told that the other set had more fabric/color choices to offer. (BTW, the set in the showroom didn't have all the "used" look like my set had & eventually slid into in less than 4 mos.) I contacted what I thought was a Value City Corporate(Columbus Ohio) office twice,through their email page, the email couldn't be delivered. I obtained a phone number, spoke with a representative Doug,stated same "use look".Phoned Value City,Lucille stated that it is because I sit on it, my clothing rubs against

My husband and I just bought our first house so we went to Ashley to shop. My sales person at this store told me that part of my furniture would be in, in the first week of September and the other part the first week of October. The store put in 8 week delivery on the contract but we were told that it was just because the couch was going to take that long but that the bedset would be in earlier. Unfortunately, with the pandemic this is the world we live in. But, they have not called us to update us on our furniture once and when we have called, multiple times we have been told that someone will call us back because the sales people (apparently the only people with shipping information) are all busy and we have not gotten called back. We even asked to take the floor model since we have no furniture and was told that it was not an option. Last week I called and I was told that my couch and bedset were on the same truck on their way to the warehouse. But, now I'm being told that the couch is in but the bedset (which was supposed to be in at the beginning of September) will be another two weeks. I tried to set up delivery for the couch and was told that the earliest would be a week later on a week day. I asked to request an evening delivery seeing as my whole household works and I was told that I could not and thay they would call the night before with a 4 hour window so I have to wait longer for weekend delivery. While I understand that it is during a pandemic, they are also still running sales on furniture that they don't have and it is not an excuse for the other issues that we have had with this store and company. The manager offered a $100 towards another item but I do not wish to work with this store again. I am very disappointed in the lack of communication, incorrect information given when we've called, the inconsideration and unwillingness to work with customers that just want furniture. I also do not think they should be charging before the furniture is recieved or on its way.

I ordered a couch in June form *** and have had nothing but terrible issues with them and their product. We had a lot of issues even getting it shipped to us because the truck broke down but no one called to notify us so we had to take a second day off from work to wait for the delivery. We spoke to the manager, and he apologized and offered a $100 credit. Once the couch was finally delivered, we noticed right away there were tears on the couch, and the threading was coming apart. When we spoke to the manager, Charles he said we had to contact customer support. We also realized that we never got our memory foam mattress. It turns out our sales rep, Josh messed up and never even put on the order form for a memory foam mattress. We ended up purchasing the mattress and had to have it delivered separately. They wouldn't take the box spring mattress they originally sent so we have to pay for it to be disposed of. Customer support told us to send detailed pictures of the damage and so we did. We also had to explain to them that this doesn't fall under our insurance protection since it arrived damaged before we even got a chance to use it. Weeks now have gone by and we never heard back. Meanwhile, the couch is falling apart. The stitching and threading are ripping apart on the cushions AND the pillows they sent with it. Now, we are two grown adults with NO children so we aren't rough on it and it's not used often as we have a second living room we use. When we reached out to Charles Sunday, September 13th he said Monday we would hear back from someone. No one ever called us and today we tried to speak to him and sure enough, he wasn't in to help us. The original rips would've been fine if they were repaired but as I stated customer service never got back to us. And now that we are finding out this poor quality of a couch is completely falling apart along with the pillows we just wanted to get it resolved from the manager and customer service but can't seem to get anyone to fix these numerous issues.