Patsy H.'s review of Carolina Furniture Concepts, Inc.

Carolina Furniture Concepts, Inc.

Customer Reviews & Ratings
Complaint Posted 4/29/2011
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Review 4/29/2011
Waynesville store was clean and well set up. Salesman who helped me on Sept. 17, 2010, was courteous. However the loveseat delivered to me on Dec 18, 2010, had torn fabric and twisted frame damage and was of less quality than the showroom pieces we sat in and chose (bait & switch tactics). Waynesville store manager said the Asheville Customer Service Dept would have to handle repairs or replacement. After 4 months of complying with every request the customer service department made while we tried to get damaged item replaced, CFC said the manufacturer was out of business. They said we had had the piece too long and there is nothing they can do. they also claim the expensive damage warranty purchased in Sept, 2010, did not cover the damage found on and after delivery. When reminded we did business with CFC not Berkline, that they had refused to allow their delivery people to take the piece back to the store after a failed repair attempt, and that the piece has not been in use but sitting against a wall covered up waiting for resolution to this problem, they said there is nothing they can do. The customer service department could have been more helpful and timely in resolving this situation. The delaying tactics in replacing a faulty product appear to be deliberate so they can say we kept the piece too long. With Berkline out of business, the only resolution at this time is a refund which they refuse to make. We cannot use the loveseat in the condition it was delivered in even after supposed repair attempt. After filing a complaint with the BBB, CFC allowed me to send back the damaged item, and gave me the option to replace it with another item of equal or lesser value. When I went to the store to make the selection, there were no items shown me of equal or lesser value. I ended up paying $650.00 more for a higher quality item. I am satisfied with the new sofa by a different manufacturer, but did not appreciate being "sold up" on the return of damaged merchandise.
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Additional Business Information
Hours   Monday-Saturday, 10am-7 pm. Sunday, 12pm-6pm. Phone   (828) 681-5011 Address   100 Airport Rd
Arden, NC 28704
Website Email
Contact   Brian Carmack, Customer Service Manager Other  
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