Our customer *** *** made a purchase of our Arts and crafts Chocolate Queen headboard and foot board, he paid $on 01/01/2008, the merchandise was delivered on 01/09/and Mr*** got the limited lifetime warranty with these items.Mr***, we apologize for the negative
experience you had with usI have found that the General Manager has reached out and provided assistance regarding your inquiryAnd per his response they have come to your home and made the needed repairsIf Mr*** has any further questions or concerns he may contact me direct
On 5/25/15, Mr./Ms*** purchased the Mosaic queen panel bed, the Mosaic nightstand, the Rejuvenate queen mattress and box spring set, the Abaco piece dining room set with extra chairs, and the iProtect queen sleep protectorThe nightstand, mattress and box spring set, and the dining room set
was delivered to Mr./Ms***’ residence on 6/5/and the panel bed was delivered on 6/20/Mr./Ms*** were able to take the sleep protector with them on the date that the purchase was made.Upon reviewing Mr./Ms***’ complaint that was filed through the Revdex.com, the General Manager was contacted about the issueMr./Ms*** did not purchase any extended warranties and therefore only had the 1-year manufacturer’s warranty that expired on 6/5/and 6/20/Unfortunately, no services can be provided to Mr./Ms*** once the warranty has expired.I apologize for any inconvenience Mr./Ms*** may have experienced If Mr./Ms*** has any further questions or concerns they may contact me direct
I spoke with Mr*** and advised that he is scheduled to receive the box springs on his invoice on 05/27/ I apologized for any confusion and advised that he can reach out to me for any issues that may arise in the future
The tech came out and I am so dissatisfied, I am so upset because the stuff used to fix a real leather couch is upsetting. They put a stain on the material that is under the leather to blend in with the sofaI could have rigged it with a brown marker! I am so upset if this is so unfair They replaced the couch and did not even offer to tell me that the warranty would not carry over and I would need to buy a new one and now they have permanently damaged the couch more than it was before they came out. Not to mention the stain is still a little lighter and you can see the spots at times when the light is just rightThis is terrible - I am NOT satisfied because its stained
MsM*** purchased the Sawyer Black piece ottoman on 12/16/and the Valerie Pink queen velvet bed on 7/19/MsM*** received her ottoman on 12/16/and the bed was delivered on 7/22/The ottoman was exchanged on 1/4/and the bed had to be exchanged on 7/25/14.Due to the nature
of this complaint, MsM*** has been referred to our Senior Analyst in our Corporate Customer Care department for further assistanceOur Senior Analyst is working with the department Manager to resolve this matterWe will be in contact with MsM*** to discuss the progress being made.I apologize for any inconvenience MsM*** may have experienced If MsM*** has any further questions or concerns she may contact me direct
I apologize for the delay in responding to Mr***s inquiry I was advised by the General Manager that the part had arrived and we repaired Mr***s chair on May 17, In the event Mr*** has any additional questions or concerns, he may contact me directly or speak
with the General Manager at the Falls Church, VA location
On 5/26/2013, Mr*** purchased the Rialto Brown 2-piece sectionalThe furniture was delivered to Mr***’s residence on 5/29/2013.We understand Mr***’s concerns and apologize for the issues that have occurredPer our policy with furniture that is cracking & peeling, we determine the
prorated amount that is administered as an in-store credit by taking into the consideration the life expectancy of the furniture and the amount of time that Mr*** has had possession of the furnitureMr*** has been offered an in-store credit amount of $298.19, based on the life expectancy of the sectional (years) and the years that Mr*** has had possession of the sectionalThis offer is the most that we can provide in terms of in-store credit, or we can refund the $that Mr*** spent on the extended warrantyMr*** can contact the store location at ###-###-#### with a decision, or he can respond to this message with his decision.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
On 04/20/2015, Mr*** purchased the Elegance Black sofa, loveseat, ottoman and chair I apologize that this merchandise was discontinued from our inventory before Mr*** was offered an opportunity accept his delivery We understand Mr***’s frustrations and want to assure him
that the appropriate evaluations will be made regarding this inquiry. At this time, Mr*** has received a full refund to his MasterCard Credit Card We deeply appreciate Mr***’s opinion and see it as an opportunity to learn and improve
There was not a call made to me days before there was not a call made to me the day before for a delivery time as it states also there was no message the manager of the monroeville value city is very nasty and rude to customers and he tried to make it like I was lying about not receiving a call I ask him to accommodate me something for there mistake he got nasty bottom line is his customer service skills are horribleI will never do business there or refer anyone to do business
On 5/11/2009, Ms*** purchased the 2-piece Walker Chocolate livingroom setThis merchandise was delivered to Ms***’s residence 5/22/2009.Unfortunately, due to the nature of bonded leather, one of the common characteristics includes cracking and peeling As a result, it cannot be
categorized as a manufacturer’s defect and is not covered by any warranty that we offerWe sympathize with Ms***’s situation & would like to offer a $gift card for the inconveniences that she has enduredIf Ms*** accepts this offer, then we will mail the gift card to her from our corporate officeShe will need to contact Customer Care at 1-888-751-with a response.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct as well as the Customer Care phone number listed above
Thank you very much for your prompt response however the couch you have listed is not the one I was referring to. I have made several purchases from VCF, two of which were for leather sectional couches. The purchase I am contacting about was made January with delivery address *** *** ** Bensenville, ILI purchased the couch for my parents, the payments were under my name (Kamila Sak) but delivery was to my mother (*** ***). I contacted the store to get a copy of my statement to show proof of payment including the warranty (total $1,248.55) they said they can mail it to me.For now I have attached two emails with payment confirmation from Value City Furniture to show proof that a purchase was made, and payment accepted Please look over this information and let me know if you need anything else
The General Manager has tried to contact Ms*** to offer assistance and help resolve these issues Ms*** can contact the General Manager directly at ###-###-#### and advise that she is following up on her claim with the Revdex.com
On 07/17/2015, Ms*** purchased the Messina Chocolate leather sofa I apologize for the continued damaged merchandise and for any frustration they may have caused I was advised that we are offering Ms*** a complete refund of $for the return of the sofa The Store Manager has attempted to schedule a return of the merchandise but has been unsuccessful I kindly ask that Ms*** contact the General Manager at ###-###-#### and advise that she is following up on her claim with the Revdex.com Ms*** can schedule the piof her merchandise with the Manager and her refund will be processed once the sofa has been returned I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
the delivery fee was supposed to be waived initially because the website advertised free deliveryThat had nothing to do with my furniture issuesThen I was offered ten percent off the couch after the first time everything was screwed up and after several attempts to reach a manager were madeSince the ten percent was offered the same issue happened two more occasions along with realizing my bed had not even been completely put togetherAnd although they are having me use the floor model as part of my couch...it isn't even attached and does not fix the fact I was treated very poorly and a manager wouldn't even reach out to me when requested until after I contacted the regional manager already over a month into this nonsenseI completely understand delays...it is the manner in which it was handled that was despicableI am displeased that the only answer is take the ten percent or return the furnitureWhat a horrible way to treat a customer who had all intentions of continuing to furnish my home at your establishmentIf only the people in charge had the type of attitude as the man who came to fix my bedHe knew what old fashioned customer service meant to a businessPerhaps Value City is only interested in the type of customer who comes in with their tax refund thanks to welfare and buys a couple things and doesn't come back instead of the customers who work hard for what they have and look for a furniture store they can shop at regularlyGuessing Magnolia won't stay long with this type of business...how disappointing.
I am rejecting this response because:
Regards,
Cassie ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because: it isn't rightBy the time I receive my loves eat granted I'm contacted and asked my availability, it will be two monthsHow you all think that's ok is beyond meAgain, the couch is just sitting down thereHow you all thought it was ok to give me a used or model couch when I purchased it new, is not ok!
Regards,
Terron Gaiter
The General Manager has tried to contact Ms*** to offer assistance and help resolve these issues Ms*** can contact the General Manager directly at ###-###-#### and advise that she is following up on his claim with the Revdex.com
On 08/02/2015, Mr*** purchased the 5-piece Neo Classic Cherry queen bedroom set This merchandise was picked up by Mr*** on 08/04/2015.I apologize that Mr***’s dresser was provided damaged and for any frustration this may have caused According to the back of Mr***’s
receipt; once the merchandise is picked up, if damages are discovered, Store Personnel must be notified within days of taking possession to be eligible to refund or exchange It will be the Customer’s responsibility to return any merchandise to the store for service or exchange However, in the interest of customer service, the General Manager has authorized a delivery exchange on 08/12/2015.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 03/02/17, Ms*** purchased the 5x8Domino Purple Shag rug. I have spoken with the vendor of this merchandise and have been informed that they will no longer be manufacturing this color shag rugUnfortunately there is no possible way we can fulfill the order for Ms*** and a
refund has been successfully submitted for Ms***.\I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
I received a mattress that's not equivalent to the one I purchasedI also had to pay more money due to the fact my mattress was on sale when I first purchased itAlso since they dont sale the mattress I purchased they stuck me with this cheap brick mattressI paid a extra $out of pocket for a mattress that wasn't the same as the one I purchased years agoI've been going to Drdue to numbness from this new mattress that's very hardMy mattress prior too was a plush pillow topI'm trying to let things be handled before I sue for pain and sufferingAlso the lady I was corresponding with ignored my email I sent her about the mattressVery unprofessionalI'm very unhappy with this companyCustomer services is at all time lowWill never buy furniture or products from hereThere goal an aim isn't to satisfy the paying customerNeed mattress changed asap
We never received a mattress on 1/14/That was the day we went into VCF to pick out another mattressHowever, we decided that we should receive some of our money back for the inconvenience VCF has causedI have not received a refund and when I called today they are not refunding me all my moneyThis has been by far the worst experience I have had with a furniture storeI called to speak with Karema H*** and customer care act as if she can't receive callsI have not received a call from corporate nor the store manager in regards to this matterVCF customer service is horrible and the do not know how to speak with customersI will never do business with them again and just request that I receive all of my money backI am uploading all receipts that I have since I have been doing business with VCF
Our customer *** *** made a purchase of our Arts and crafts Chocolate Queen headboard and foot board, he paid $on 01/01/2008, the merchandise was delivered on 01/09/and Mr*** got the limited lifetime warranty with these items.Mr***, we apologize for the negative
experience you had with usI have found that the General Manager has reached out and provided assistance regarding your inquiryAnd per his response they have come to your home and made the needed repairsIf Mr*** has any further questions or concerns he may contact me direct
On 5/25/15, Mr./Ms*** purchased the Mosaic queen panel bed, the Mosaic nightstand, the Rejuvenate queen mattress and box spring set, the Abaco piece dining room set with extra chairs, and the iProtect queen sleep protectorThe nightstand, mattress and box spring set, and the dining room set
was delivered to Mr./Ms***’ residence on 6/5/and the panel bed was delivered on 6/20/Mr./Ms*** were able to take the sleep protector with them on the date that the purchase was made.Upon reviewing Mr./Ms***’ complaint that was filed through the Revdex.com, the General Manager was contacted about the issueMr./Ms*** did not purchase any extended warranties and therefore only had the 1-year manufacturer’s warranty that expired on 6/5/and 6/20/Unfortunately, no services can be provided to Mr./Ms*** once the warranty has expired.I apologize for any inconvenience Mr./Ms*** may have experienced If Mr./Ms*** has any further questions or concerns they may contact me direct
I spoke with Mr*** and advised that he is scheduled to receive the box springs on his invoice on 05/27/ I apologized for any confusion and advised that he can reach out to me for any issues that may arise in the future
The tech came out and I am so dissatisfied, I am so upset because the stuff used to fix a real leather couch is upsetting. They put a stain on the material that is under the leather to blend in with the sofaI could have rigged it with a brown marker! I am so upset if this is so unfair They replaced the couch and did not even offer to tell me that the warranty would not carry over and I would need to buy a new one and now they have permanently damaged the couch more than it was before they came out. Not to mention the stain is still a little lighter and you can see the spots at times when the light is just rightThis is terrible - I am NOT satisfied because its stained
MsM*** purchased the Sawyer Black piece ottoman on 12/16/and the Valerie Pink queen velvet bed on 7/19/MsM*** received her ottoman on 12/16/and the bed was delivered on 7/22/The ottoman was exchanged on 1/4/and the bed had to be exchanged on 7/25/14.Due to the nature
of this complaint, MsM*** has been referred to our Senior Analyst in our Corporate Customer Care department for further assistanceOur Senior Analyst is working with the department Manager to resolve this matterWe will be in contact with MsM*** to discuss the progress being made.I apologize for any inconvenience MsM*** may have experienced If MsM*** has any further questions or concerns she may contact me direct
I apologize for the delay in responding to Mr***s inquiry I was advised by the General Manager that the part had arrived and we repaired Mr***s chair on May 17, In the event Mr*** has any additional questions or concerns, he may contact me directly or speak
with the General Manager at the Falls Church, VA location
On 5/26/2013, Mr*** purchased the Rialto Brown 2-piece sectionalThe furniture was delivered to Mr***’s residence on 5/29/2013.We understand Mr***’s concerns and apologize for the issues that have occurredPer our policy with furniture that is cracking & peeling, we determine the
prorated amount that is administered as an in-store credit by taking into the consideration the life expectancy of the furniture and the amount of time that Mr*** has had possession of the furnitureMr*** has been offered an in-store credit amount of $298.19, based on the life expectancy of the sectional (years) and the years that Mr*** has had possession of the sectionalThis offer is the most that we can provide in terms of in-store credit, or we can refund the $that Mr*** spent on the extended warrantyMr*** can contact the store location at ###-###-#### with a decision, or he can respond to this message with his decision.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
On 04/20/2015, Mr*** purchased the Elegance Black sofa, loveseat, ottoman and chair I apologize that this merchandise was discontinued from our inventory before Mr*** was offered an opportunity accept his delivery We understand Mr***’s frustrations and want to assure him
that the appropriate evaluations will be made regarding this inquiry. At this time, Mr*** has received a full refund to his MasterCard Credit Card We deeply appreciate Mr***’s opinion and see it as an opportunity to learn and improve
There was not a call made to me days before there was not a call made to me the day before for a delivery time as it states also there was no message the manager of the monroeville value city is very nasty and rude to customers and he tried to make it like I was lying about not receiving a call I ask him to accommodate me something for there mistake he got nasty bottom line is his customer service skills are horribleI will never do business there or refer anyone to do business
On 5/11/2009, Ms*** purchased the 2-piece Walker Chocolate livingroom setThis merchandise was delivered to Ms***’s residence 5/22/2009.Unfortunately, due to the nature of bonded leather, one of the common characteristics includes cracking and peeling As a result, it cannot be
categorized as a manufacturer’s defect and is not covered by any warranty that we offerWe sympathize with Ms***’s situation & would like to offer a $gift card for the inconveniences that she has enduredIf Ms*** accepts this offer, then we will mail the gift card to her from our corporate officeShe will need to contact Customer Care at 1-888-751-with a response.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct as well as the Customer Care phone number listed above
Thank you very much for your prompt response however the couch you have listed is not the one I was referring to. I have made several purchases from VCF, two of which were for leather sectional couches. The purchase I am contacting about was made January with delivery address *** *** ** Bensenville, ILI purchased the couch for my parents, the payments were under my name (Kamila Sak) but delivery was to my mother (*** ***). I contacted the store to get a copy of my statement to show proof of payment including the warranty (total $1,248.55) they said they can mail it to me.For now I have attached two emails with payment confirmation from Value City Furniture to show proof that a purchase was made, and payment accepted Please look over this information and let me know if you need anything else
The General Manager has tried to contact Ms*** to offer assistance and help resolve these issues Ms*** can contact the General Manager directly at ###-###-#### and advise that she is following up on her claim with the Revdex.com
On 07/17/2015, Ms*** purchased the Messina Chocolate leather sofa I apologize for the continued damaged merchandise and for any frustration they may have caused I was advised that we are offering Ms*** a complete refund of $for the return of the sofa The Store Manager has attempted to schedule a return of the merchandise but has been unsuccessful I kindly ask that Ms*** contact the General Manager at ###-###-#### and advise that she is following up on her claim with the Revdex.com Ms*** can schedule the piof her merchandise with the Manager and her refund will be processed once the sofa has been returned I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
the delivery fee was supposed to be waived initially because the website advertised free deliveryThat had nothing to do with my furniture issuesThen I was offered ten percent off the couch after the first time everything was screwed up and after several attempts to reach a manager were madeSince the ten percent was offered the same issue happened two more occasions along with realizing my bed had not even been completely put togetherAnd although they are having me use the floor model as part of my couch...it isn't even attached and does not fix the fact I was treated very poorly and a manager wouldn't even reach out to me when requested until after I contacted the regional manager already over a month into this nonsenseI completely understand delays...it is the manner in which it was handled that was despicableI am displeased that the only answer is take the ten percent or return the furnitureWhat a horrible way to treat a customer who had all intentions of continuing to furnish my home at your establishmentIf only the people in charge had the type of attitude as the man who came to fix my bedHe knew what old fashioned customer service meant to a businessPerhaps Value City is only interested in the type of customer who comes in with their tax refund thanks to welfare and buys a couple things and doesn't come back instead of the customers who work hard for what they have and look for a furniture store they can shop at regularlyGuessing Magnolia won't stay long with this type of business...how disappointing.
I am rejecting this response because:
Regards,
Cassie ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because: it isn't rightBy the time I receive my loves eat granted I'm contacted and asked my availability, it will be two monthsHow you all think that's ok is beyond meAgain, the couch is just sitting down thereHow you all thought it was ok to give me a used or model couch when I purchased it new, is not ok!
Regards,
Terron Gaiter
The General Manager has tried to contact Ms*** to offer assistance and help resolve these issues Ms*** can contact the General Manager directly at ###-###-#### and advise that she is following up on his claim with the Revdex.com
On 08/02/2015, Mr*** purchased the 5-piece Neo Classic Cherry queen bedroom set This merchandise was picked up by Mr*** on 08/04/2015.I apologize that Mr***’s dresser was provided damaged and for any frustration this may have caused According to the back of Mr***’s
receipt; once the merchandise is picked up, if damages are discovered, Store Personnel must be notified within days of taking possession to be eligible to refund or exchange It will be the Customer’s responsibility to return any merchandise to the store for service or exchange However, in the interest of customer service, the General Manager has authorized a delivery exchange on 08/12/2015.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 03/02/17, Ms*** purchased the 5x8Domino Purple Shag rug. I have spoken with the vendor of this merchandise and have been informed that they will no longer be manufacturing this color shag rugUnfortunately there is no possible way we can fulfill the order for Ms*** and a
refund has been successfully submitted for Ms***.\I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
I received a mattress that's not equivalent to the one I purchasedI also had to pay more money due to the fact my mattress was on sale when I first purchased itAlso since they dont sale the mattress I purchased they stuck me with this cheap brick mattressI paid a extra $out of pocket for a mattress that wasn't the same as the one I purchased years agoI've been going to Drdue to numbness from this new mattress that's very hardMy mattress prior too was a plush pillow topI'm trying to let things be handled before I sue for pain and sufferingAlso the lady I was corresponding with ignored my email I sent her about the mattressVery unprofessionalI'm very unhappy with this companyCustomer services is at all time lowWill never buy furniture or products from hereThere goal an aim isn't to satisfy the paying customerNeed mattress changed asap
We never received a mattress on 1/14/That was the day we went into VCF to pick out another mattressHowever, we decided that we should receive some of our money back for the inconvenience VCF has causedI have not received a refund and when I called today they are not refunding me all my moneyThis has been by far the worst experience I have had with a furniture storeI called to speak with Karema H*** and customer care act as if she can't receive callsI have not received a call from corporate nor the store manager in regards to this matterVCF customer service is horrible and the do not know how to speak with customersI will never do business with them again and just request that I receive all of my money backI am uploading all receipts that I have since I have been doing business with VCF