On 12/20/2013, Mr*** purchased the piece Chesapeake dining room set The merchandise was picked up at our Gurnee Mills location on 12/24/2013.After receiving Mr***’s complaint I have spoken to the store Manager who has advised me that the damage caused by Mr***’s chairs are
not manufactures defects and that is the reason why the store has not serviced the chairs any longerMr***’s manufactures warranty expired on 12/24/AT this time a refund can’t be granted to Mr*** for the Pure Promise warranty but he can contact the warranty company and request to cancel the warranty at any time. I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
I apologize for the lack of communication Ms*** has received from the insurance companyI have been advised that we have contacted Mr*** and all further communication will be via email.If I can be of any further assistance, Mr*** may contact me direct
I was not under the impression that I would have to return the giftcard already issued to me by the delivery manager for their errors the first times the deliveries were messed up, there has been many more problems since thennot to mention all of the other problems addressed in my original complaint my table was delivered yesterday and value city finds it appropriate to fill in any damage done during transport with what looked like a sharpie markerYes the delivery man saw Knicks on the side of my table and filled them in with some sort of touch up penToday I received two calls the first from a MrW*** that told me there was absolutely no way he could take anything off of my bill because I went through one of their affliatesWhen I informed them that I was not satisfied with their offer then the general manager EJ calledHe stated he had zero knowledge of anything that was going on and said he would contact the manager at acceptance now and give me a call MondayAt no point was it stated that I had to return a store credit that was already issuedI will agree to keeping the gift card already issued and having value city remove my table from my bill
On 07/17/2014, Mr*** purchased the 3-piece Maverick brown sofa, loveseat and rocker reclinerMr*** received delivery of the merchandise on 07/21/Upon receiving Mr***’s information through the Revdex.com, I contacted the General ManagerIn the interest of
customer service, the General Manager has agreed to allow Mr*** to return the merchandise for an in-store creditMr*** will need to go to the store to choose replacement merchandise and arrange the exchangeIf Mr*** chooses merchandise that costs more than his original purchase, he will be responsible for paying the differenceI apologize for any inconvenience Mr*** may have experiencedIf Mr*** has any further questions or concerns he may contact me direct
On 3/4/2017, Mr*** made his purchase at one of our Value City Furniture store locationsThe furniture was delivered to Mr***’s residence on 3/18/and 3/22/2017.We understand Mr***’s concerns and apologize for the experience that Mr*** has had with our companyThe General
Manager would like to offer Mr*** and exchange on the box springMr*** will need to contact the General Manager at the store location to schedule a delivery date for the new box springAt that time, we will also remove the damaged box spring for disposalMr*** can contact the General Manager at the store location at ###-###-#### to schedule the exchangeMr*** can also contact Customer Care at 1/###-###-#### and any of our agents can assist with this scheduling.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
The General Manager has tried to contact Ms*** regarding her Revdex.com request for a refundAfter speaking with the General Manager, has advised that Ms*** is set up for pickup of all merchandise on 01/16/Ms*** will receive the refund once all merchandise is checked back into the delivery locationI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me direct
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThe company did follow through with their resolution listed here through the Revdex.comThey replaced the faulty furniture as was promised to me when I bought the warrantyThe manager of the store was cooperativeI hope that this company makes changes to how they sell their warranties in the future so that other customers are not mislead like I wasI am thankful that the Revdex.com is here to help consumers
Yes, the order was finally deliveredNow I'm waiting on the refundI called on 12/27/and was told that the refund check would be in the store on 12/29/I called on the morning of 12/just to confirm that it was there before I made the hour drive and was told that the check was in the batch of refundsSo I make the drive to Charlotte today only to be told that the refund was not in this batch and that it will be in on 1/5/
I apologize for the continued frustrations Ms*** has experienced regarding her orders As of 04/14/2015, Ms*** has received all merchandise with the exception of the headboard/footboard This merchandise is scheduled for delivery on 05/14/ At this time, Ms***’s invoice has been adjusted in the amount of $for any frustrations or inconvenience she may have received Unfortunately, we will be unable to make any further adjustments on this invoice in the future.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
The Extended Warranty Pamphlet My Wife and I Received Clearly States : Pure Promise Coverage Details Damage ALL Accidental Stains such as: Fabric/Leather Pet/Human Body Fluids, Food & Beverage, Make-up, Nail Polish, Grease & Oil Paint & Dye, Crayon, Ink & Markers, Grass & Mud Accidental Rips & Tears Accidental Heat Marks & BurnsAlso, The Sales Rep (Diane Rhen) Stated Clearly: Any Stain or Damage Of ANY KIND Gets On Your FurnitureYour EXTENDED WARRANTY WILL COVERAlso, I was told by ms W***, The dispute department listens to The Recording made by the Customer during the process of filing a claim with the Extended Warranty DepartmentAt that time, I requested I be allowed to hear that same recording to make sure it was authenticI Never received anything related to a recordingLastly, The Only Cleaning Solution We Used, Was The Cleaning Solution That Was Provided By The Manufacturer "*** Pure Home Care Essentials Stain Remover" For Fabric/Leather Natural Biodegradable No VOCs Phosphate Free Ozone Friendly Hazardous Air Pollutants Free (HAPs) 5fl oz/147ml *** Pure Home Care Essentials Furniture Cleaner For Fabric/Leather/Wood Natural EtcEtcEtc
I was unable to locate an invoice for Ms*** regarding her complaintIn order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will
follow up with an offer of resolutionIf Ms*** has any further questions or concerns she may contact me direct. Sincerely,
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me, but I haven't received the reimbursement yet
On 09/06/2013, Ms*** purchased the Bally Black 5-piece queen bedroom set, Varsity stair bunk bed, Jazz Ebony 2-piece sofa and love seatMs*** also purchased the Jungle Zebra 5-piece benchThe merchandise was delivered to Ms***’s residence on 09/07/The Jungle Zebra 5-piece
bench was delivered to Ms***’s residence on 09/10/Ms*** notified Store Personnel regarding the loss of resiliency in her cushionsIn the interest of Customer Service the General Manager has agreed to send a service technician out to repair the problems with the dresserThe General Manager has also agreed to reorder the cushions for Ms***’s love seat resiliency problemsI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me directSincerely, Kedeanna R***
Ms*** has been compensated and a refund has been processed to her cardI have verified that a claim has been submittedI have sent a conformation email to (***.*** confirming refund Ms*** will be contacted to complete the claim in regards to the damaged walls to her home. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####***
On 07/19/Mrs*** purchased the Brando Smoke piece sectionalThe merchandise was delivered to Mrs*** on 07/23/16.After reviewing Ms***’s complaint I have made direct contact with the Store Manager who has agreed to allow Mrs*** return her furniture for a full refundAlso I would
like to extend an offer for a reselection of furniture if Mrs*** is willing to pick something else that would be of better qualityThe store Manager is willing to offer a discount t***s more expensive furniture if that is something Mrs*** is willing to do. I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@AmericanSignature.com
On 03/10/2015, Ms*** purchased, on separate invoices; the Siena Merlot 7-piece bedroom set, the Alisha Plush king mattress and the Tango dining table with Caravelle Black side chairs Ms*** also purchased the Galveston Chocolate 2-piece sectional Ms*** received
deliveries on 03/25/2015, 04/02/and 04/07/and has yet to receive her headboard/footboard and chest.I apologize for the continued delay Ms*** has experienced regarding her merchandise We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.After reaching out to the General Manager, I was advised that Ms*** has received an adjustment on her financing with Great American in the amount of $ Ms*** will also receive an additional credit of $for her inconveniencesThese credits will be adjusted on Ms***’s submitted finance contract upon completed delivery.If Ms*** has any further questions or concerns she may contact me direct
I spoke with Steven S*** (not sure about spelling of last name) from Corporate Controller but have NOT received a call, letter, smoke signal or any communication from the local Value City in New Carollton regarding when we would received our ottomanThank you,
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI prefer to select merchandise on-linePlease advise how I can go about selection on-line
Regards,
On October 16, Ms*** purchased a piece Bongo Charcoal sectional, the Jenson 60” TV console, the Aristocrat Chairside table, and the Illusion piece Nesting tableAlso purchased was a Pure Promise warranty on all items; the merchandise was delivered to Ms ***’s residence on
10-23-Upon reviewing Ms***’s complaint, I have spoken with a warranty specialist who informed me that on January a claim was filed regarding Ms***’s piece sectional and TV consoleIn January of 2016, a service specialist attempted to contact Ms*** on number provided on claimWith multiple failed attempts at reaching Ms***, a letter was issued to Ms***’s residence informing her that the claim was now closed due to no contactIf Ms*** would like to proceed with the claim, she would need to contact the warranty company at 877-478- I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
Ms*** purchased her merchandise through AcceptanceNow (formerly RAC Acceptance) located in a Value City Furniture storeMs*** signed her contract with AcceptanceNow; therefore, Value City Furniture will be unable to help Ms*** with her complaintValue City Furniture has no legal right to
exchange, refund or alter an AcceptanceNow contractMs*** will need to contact an AcceptanceNow representative at (888) 672-or by mail at Headquarters Dr, Plano, TX Please remove this complaint from Value City Furniture’s record and forward it to AcceptanceNow Sincerely, Karema Howard Phone: 888-751-Fax: [email protected]
On 12/20/2013, Mr*** purchased the piece Chesapeake dining room set The merchandise was picked up at our Gurnee Mills location on 12/24/2013.After receiving Mr***’s complaint I have spoken to the store Manager who has advised me that the damage caused by Mr***’s chairs are
not manufactures defects and that is the reason why the store has not serviced the chairs any longerMr***’s manufactures warranty expired on 12/24/AT this time a refund can’t be granted to Mr*** for the Pure Promise warranty but he can contact the warranty company and request to cancel the warranty at any time. I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
I apologize for the lack of communication Ms*** has received from the insurance companyI have been advised that we have contacted Mr*** and all further communication will be via email.If I can be of any further assistance, Mr*** may contact me direct
I was not under the impression that I would have to return the giftcard already issued to me by the delivery manager for their errors the first times the deliveries were messed up, there has been many more problems since thennot to mention all of the other problems addressed in my original complaint my table was delivered yesterday and value city finds it appropriate to fill in any damage done during transport with what looked like a sharpie markerYes the delivery man saw Knicks on the side of my table and filled them in with some sort of touch up penToday I received two calls the first from a MrW*** that told me there was absolutely no way he could take anything off of my bill because I went through one of their affliatesWhen I informed them that I was not satisfied with their offer then the general manager EJ calledHe stated he had zero knowledge of anything that was going on and said he would contact the manager at acceptance now and give me a call MondayAt no point was it stated that I had to return a store credit that was already issuedI will agree to keeping the gift card already issued and having value city remove my table from my bill
On 07/17/2014, Mr*** purchased the 3-piece Maverick brown sofa, loveseat and rocker reclinerMr*** received delivery of the merchandise on 07/21/Upon receiving Mr***’s information through the Revdex.com, I contacted the General ManagerIn the interest of
customer service, the General Manager has agreed to allow Mr*** to return the merchandise for an in-store creditMr*** will need to go to the store to choose replacement merchandise and arrange the exchangeIf Mr*** chooses merchandise that costs more than his original purchase, he will be responsible for paying the differenceI apologize for any inconvenience Mr*** may have experiencedIf Mr*** has any further questions or concerns he may contact me direct
On 3/4/2017, Mr*** made his purchase at one of our Value City Furniture store locationsThe furniture was delivered to Mr***’s residence on 3/18/and 3/22/2017.We understand Mr***’s concerns and apologize for the experience that Mr*** has had with our companyThe General
Manager would like to offer Mr*** and exchange on the box springMr*** will need to contact the General Manager at the store location to schedule a delivery date for the new box springAt that time, we will also remove the damaged box spring for disposalMr*** can contact the General Manager at the store location at ###-###-#### to schedule the exchangeMr*** can also contact Customer Care at 1/###-###-#### and any of our agents can assist with this scheduling.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
The General Manager has tried to contact Ms*** regarding her Revdex.com request for a refundAfter speaking with the General Manager, has advised that Ms*** is set up for pickup of all merchandise on 01/16/Ms*** will receive the refund once all merchandise is checked back into the delivery locationI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me direct
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThe company did follow through with their resolution listed here through the Revdex.comThey replaced the faulty furniture as was promised to me when I bought the warrantyThe manager of the store was cooperativeI hope that this company makes changes to how they sell their warranties in the future so that other customers are not mislead like I wasI am thankful that the Revdex.com is here to help consumers
Yes, the order was finally deliveredNow I'm waiting on the refundI called on 12/27/and was told that the refund check would be in the store on 12/29/I called on the morning of 12/just to confirm that it was there before I made the hour drive and was told that the check was in the batch of refundsSo I make the drive to Charlotte today only to be told that the refund was not in this batch and that it will be in on 1/5/
I apologize for the continued frustrations Ms*** has experienced regarding her orders As of 04/14/2015, Ms*** has received all merchandise with the exception of the headboard/footboard This merchandise is scheduled for delivery on 05/14/ At this time, Ms***’s invoice has been adjusted in the amount of $for any frustrations or inconvenience she may have received Unfortunately, we will be unable to make any further adjustments on this invoice in the future.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
The Extended Warranty Pamphlet My Wife and I Received Clearly States : Pure Promise Coverage Details Damage ALL Accidental Stains such as: Fabric/Leather Pet/Human Body Fluids, Food & Beverage, Make-up, Nail Polish, Grease & Oil Paint & Dye, Crayon, Ink & Markers, Grass & Mud Accidental Rips & Tears Accidental Heat Marks & BurnsAlso, The Sales Rep (Diane Rhen) Stated Clearly: Any Stain or Damage Of ANY KIND Gets On Your FurnitureYour EXTENDED WARRANTY WILL COVERAlso, I was told by ms W***, The dispute department listens to The Recording made by the Customer during the process of filing a claim with the Extended Warranty DepartmentAt that time, I requested I be allowed to hear that same recording to make sure it was authenticI Never received anything related to a recordingLastly, The Only Cleaning Solution We Used, Was The Cleaning Solution That Was Provided By The Manufacturer "*** Pure Home Care Essentials Stain Remover" For Fabric/Leather Natural Biodegradable No VOCs Phosphate Free Ozone Friendly Hazardous Air Pollutants Free (HAPs) 5fl oz/147ml *** Pure Home Care Essentials Furniture Cleaner For Fabric/Leather/Wood Natural EtcEtcEtc
I was unable to locate an invoice for Ms*** regarding her complaintIn order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will
follow up with an offer of resolutionIf Ms*** has any further questions or concerns she may contact me direct. Sincerely,
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me, but I haven't received the reimbursement yet
On 09/06/2013, Ms*** purchased the Bally Black 5-piece queen bedroom set, Varsity stair bunk bed, Jazz Ebony 2-piece sofa and love seatMs*** also purchased the Jungle Zebra 5-piece benchThe merchandise was delivered to Ms***’s residence on 09/07/The Jungle Zebra 5-piece
bench was delivered to Ms***’s residence on 09/10/Ms*** notified Store Personnel regarding the loss of resiliency in her cushionsIn the interest of Customer Service the General Manager has agreed to send a service technician out to repair the problems with the dresserThe General Manager has also agreed to reorder the cushions for Ms***’s love seat resiliency problemsI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me directSincerely, Kedeanna R***
Ms*** has been compensated and a refund has been processed to her cardI have verified that a claim has been submittedI have sent a conformation email to (***.*** confirming refund Ms*** will be contacted to complete the claim in regards to the damaged walls to her home. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####***
On 07/19/Mrs*** purchased the Brando Smoke piece sectionalThe merchandise was delivered to Mrs*** on 07/23/16.After reviewing Ms***’s complaint I have made direct contact with the Store Manager who has agreed to allow Mrs*** return her furniture for a full refundAlso I would
like to extend an offer for a reselection of furniture if Mrs*** is willing to pick something else that would be of better qualityThe store Manager is willing to offer a discount t***s more expensive furniture if that is something Mrs*** is willing to do. I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@AmericanSignature.com
On 03/10/2015, Ms*** purchased, on separate invoices; the Siena Merlot 7-piece bedroom set, the Alisha Plush king mattress and the Tango dining table with Caravelle Black side chairs Ms*** also purchased the Galveston Chocolate 2-piece sectional Ms*** received
deliveries on 03/25/2015, 04/02/and 04/07/and has yet to receive her headboard/footboard and chest.I apologize for the continued delay Ms*** has experienced regarding her merchandise We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.After reaching out to the General Manager, I was advised that Ms*** has received an adjustment on her financing with Great American in the amount of $ Ms*** will also receive an additional credit of $for her inconveniencesThese credits will be adjusted on Ms***’s submitted finance contract upon completed delivery.If Ms*** has any further questions or concerns she may contact me direct
I spoke with Steven S*** (not sure about spelling of last name) from Corporate Controller but have NOT received a call, letter, smoke signal or any communication from the local Value City in New Carollton regarding when we would received our ottomanThank you,
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI prefer to select merchandise on-linePlease advise how I can go about selection on-line
Regards,
On October 16, Ms*** purchased a piece Bongo Charcoal sectional, the Jenson 60” TV console, the Aristocrat Chairside table, and the Illusion piece Nesting tableAlso purchased was a Pure Promise warranty on all items; the merchandise was delivered to Ms ***’s residence on
10-23-Upon reviewing Ms***’s complaint, I have spoken with a warranty specialist who informed me that on January a claim was filed regarding Ms***’s piece sectional and TV consoleIn January of 2016, a service specialist attempted to contact Ms*** on number provided on claimWith multiple failed attempts at reaching Ms***, a letter was issued to Ms***’s residence informing her that the claim was now closed due to no contactIf Ms*** would like to proceed with the claim, she would need to contact the warranty company at 877-478- I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
Ms*** purchased her merchandise through AcceptanceNow (formerly RAC Acceptance) located in a Value City Furniture storeMs*** signed her contract with AcceptanceNow; therefore, Value City Furniture will be unable to help Ms*** with her complaintValue City Furniture has no legal right to
exchange, refund or alter an AcceptanceNow contractMs*** will need to contact an AcceptanceNow representative at (888) 672-or by mail at Headquarters Dr, Plano, TX Please remove this complaint from Value City Furniture’s record and forward it to AcceptanceNow Sincerely, Karema Howard Phone: 888-751-Fax: [email protected]