yes the company did replace the furniture but I wanted a refund Everyone knows it will break again Will I need to wait months again? Isn’t that excessive I would rather pay more for better quality
On 11/25/2016, Mr*** purchased the Alcove 3-piece dining room set, the Bailey 67” roll arm sofa, the Bailey 91” roll arm sofa, and the Tracy Poppy accent chairThe two sofas, dining room set, and accent chair were delivered on 2/04/The accent chair was then returned and reordered, with
the delivery date of 3/14/We have contacted the store manager who has stated that they do have your accent chair on order, with the anticipated delivery date of 5/17/They have also stated that a manager will be in touch with you to explain further and answer any further questions Mr*** may haveI apologize for any inconvenience this may have caused Mr***If Mr*** has any other questions or concerns, please feel free to contact store manager at ###-###-####Sincerely, Marian H***
I am rejecting this response because: the business admitted again that they sold defective furniture, chair, and charged us an additional dollars for pick up of the defectivechair, while picking up the defective chairdelivery is typically 50, dollarsin sum, they made money on the original purchase of the original chair, made money the the saleof the replacement chair, made money returning the defective chair to the manufacturer and charged almost double for deliveryto be made whole, a good company just wouldhave just replaced the chair, and kept the profits outlined above
Regards,
*** ***
On 02/01/16, Ms*** purchased the Polaris Power Reclining Sofa, the Cabaret King linen bed, also the Potomac Fire pitThe merchandise was delivered to Ms***’s residence on 02/04/16.Upon reviewing Ms***’s Revdex.com complaint I have confirmed with the store Manager has made
contact withMs*** will be receiving a full in-store credit for the price she paid for the Polaris SofaMs*** will have new merchandise delivered to her residence on 10/05/16. I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
Ms***,We have reviewed your information with our teamIn future scenarios please keep in mind all warranty replacements incur an additional delivery fee that the consumer is responsible to payThis particular invoice was also adjusted with Black Friday pricing which you were not eligible
Both of these discounts exceeded the $amount you have requestedThis is something we want to communicate but we will make an exception in good faith since you are a valued customer. Your card ending in *** will be refunded $in 3- business days depending on financial institutions process
The General Manager has agreed to pickup the Adrian Chocolate 2-piece sofa and loveseat to issue a full refund as long as there are no stains or customer abuse to the Adrian Chocolate 2-piece sofa and loveseatMr*** will need to contact the General Manager at ###-###-#### to schedule the pickup of the merchandiseMr*** will receive a full refund back to the card used at the time of purchase once the merchandise is checked back into the store location
On 12/11/MrW*** purchased the piece Serina Chest living room set, piece East Village Nesting tables, piece Vineyard Manor Dining room set, Turquoise Video chairs, Vanity with mirror and bench, 30” Swivel chair, and the Paige dark brown Chaise LoungeThe merchandise was
delivered to MrW*** residence on 01/19/2009. After receiving MrW*** complaint, I spoken to management and was advised the MrW*** is still under a limited lifetime warranty and that will allow MrW*** to get a replacement on his chairUnfortunately we no longer have the chairs in our inventory; Value City Furniture would like to offer MrW*** a reselect for the amount of his chairs which is $443.68.I apologize for any inconvenience MrW*** may have experienced If MrW*** has any further questions or concerns he may contact me direct. Sincerely,*** ***Phone: ###-###-####Fax: ###-###-####***
On 9/19/14, Mrs*** purchased the *** *** power reclinerMrs*** accepted delivery of the recliner on 9/23/14.Upon reviewing Mrs***’s inquiry, the General Manager has been contacted and has approved a courtesy service call for the reclinerA service technician will visit the
residence and inspect the claims that Mrs*** has reportedThe General Manager’s Customer Service department has contacted Mrs*** and she is aware that this service call is a courtesy, and that if repair parts need to be ordered, then she would be responsible for paying for the parts.I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct. Sincerely,Ashley H***Phone: *** *** ***Fax: ###-###-####***
I have been having issues with my couch and the next to last repairman that came to service my furniture raised the middle cushion and I am stuck with a couch that has had issues from the beginningI brought a piece of furniture that I have had numerous problems with and now 1/years later I HAVE to replaceI feel we need to come to an amicable agreement to have this issue resolvedLooking on the Revdex.com website and having 410+ complaints within the last year has to be an indication that there is something wrong with their productsI am not saying I need a new couch but I want the one I have repairedNo one said when I called that my warranty was overThe last repairman sat in my driveway for minutes then came inside touched my couch and leftThere was no attempt made at all repair anything I just want my couch repaired
On 02/23/2012, Mr*** purchased the 3-piece BaGray sectional This merchandise was delivered to Mr***’s residence on 02/29/Mr*** also purchased the 7-year leather protection warranty.On 03/16/2015, Mr*** contacted Store Personnel to schedule service for lines on the
merchandise A Service Technician visited Mr***’s residence on 04/03/to inspect the merchandise It was determined that the merchandise was cracking and peeling Unfortunately, bonded leather is not covered in the seating area according to Mr***’s warranty.In the interest of customer service, the General Manager has offered a prorated store credit of $for the return of the merchandise Mr*** will need to go to the store to choose replacement merchandise and arrange the exchangeIf Mr*** chooses merchandise that costs more than his store credit, he will be responsible for paying the difference The Store is willing to deliver the new merchandise at no additional cost for delivery If Mr*** is interested in purchasing a new warranty on the merchandise, he will be responsible for that as well. I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
my right side of my recline couch is still broken and I need it fixed , but since the company won't fix it , I want a new couch or for my couch to be fixed since my couch is already paid in full Please help me get my couch fixed or a new couch
On 05/24/2015, Mr*** purchased the Chandler Beige 3-piece sectional This merchandise was delivered to Mr***’s residence on 06/05/ I apologize for any confusion Mr*** may have experienced in regards to his warranty Within the first year, our Stores service the
merchandise under the manufacturer warranty Once the merchandise has reached a year old, the Pure Promise warranty will then be activated under the terms of the warranty The General Manager has reached out to Mr*** and was advised that he is in the process of moving to New York Once settled, Mr*** may contact his closest store to schedule service I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 01/13/2017, Mrs*** purchased the Mustang Brown piece living room setThe merchandise was delivered to Mrs***’s residence on 01/18/2017.In regards to Mrs***’s complaint I would like to advise her that the company policy is to examine furniture when a customer is looking to return their merchandise after they have had the merchandise in the home past the day return time frameValue City furniture will allow Mrs*** to reselect new merchandise once the service technician confirms there are no damages done to the merchandise. I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct
On 6/26/2015, Ms*** purchased the 5-piece Aventura Black sectional as well as a Zig Zag bookcase, Alcove Beige side chairs and the Aventura ottoman This merchandise was delivered to Ms***’s residence, with the exception of the ottoman on 6/30/2015.I apologize if the incorrect ottoman
was added to the invoice and for any frustration the delay may have caused I have received an update that Ms*** will receive her ottoman on 07/21/and has accepted a refund of $ This refund was processed to the Visa Credit Card and will post to this account within 3-business days.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
I apologize that I did not receive the voicemail in which Ms*** has advised The warranty purchased covered any accidental burns, rips tears and stains if reported within days of the damage as stated on the warranty documents According to Ms***’s invoice, the Fabric Protection warranty certificate was enclosed in the warranty kit delivered on 12/6/2010. Unfortunately, the accumulation of stains, structural damages and the cracking and peeling are not covered under the warranty purchasedAccording to the previously attached pictures, it is evident that Ms*** did not report any covered stains within the timeframe stated Therefore; if Ms*** would like to purchase new merchandise, the Store Manager would be happy to work with her and offer a discount on the new merchandise but a replacement or full refund will not be offered
On 04/02/2015, Mr*** purchased Colette Gray piece living room set, 32” Table lamp, Plantation Cove end table, piece Stratus dinette set, and a 56” lighted flowers décorThe merchandise was delivered to Mr*** on 04/08/2015.I have spoken to the store Manager in regards to Mr***
complaint and Value City furniture is able to offer a replacement cushion to Mr*** at a $costThe hole done to Mr*** loveseat is not a manufactures defect so a charge would be for the part plus labor services. I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
The merlot bed was NOT the one I saw in the showroom- I saw the sienna birchI know you are no longer selling the bed but the manufacturer is still making itOffering me a credit only if I get rid of my warranty is not fair nor do I want thatI attached a picture of your website ad showing the legs matching the setVCF manipulated those legs to match and I want the sameMy legs are unfinished wood which don't look good and I have already gotten a splinter while making my bed!
yes the company did replace the furniture but I wanted a refund Everyone knows it will break again Will I need to wait months again? Isn’t that excessive I would rather pay more for better quality
On 11/25/2016, Mr*** purchased the Alcove 3-piece dining room set, the Bailey 67” roll arm sofa, the Bailey 91” roll arm sofa, and the Tracy Poppy accent chairThe two sofas, dining room set, and accent chair were delivered on 2/04/The accent chair was then returned and reordered, with
the delivery date of 3/14/We have contacted the store manager who has stated that they do have your accent chair on order, with the anticipated delivery date of 5/17/They have also stated that a manager will be in touch with you to explain further and answer any further questions Mr*** may haveI apologize for any inconvenience this may have caused Mr***If Mr*** has any other questions or concerns, please feel free to contact store manager at ###-###-####Sincerely, Marian H***
I am rejecting this response because: the business admitted again that they sold defective furniture, chair, and charged us an additional dollars for pick up of the defectivechair, while picking up the defective chairdelivery is typically 50, dollarsin sum, they made money on the original purchase of the original chair, made money the the saleof the replacement chair, made money returning the defective chair to the manufacturer and charged almost double for deliveryto be made whole, a good company just wouldhave just replaced the chair, and kept the profits outlined above
Regards,
*** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***
On 02/01/16, Ms*** purchased the Polaris Power Reclining Sofa, the Cabaret King linen bed, also the Potomac Fire pitThe merchandise was delivered to Ms***’s residence on 02/04/16.Upon reviewing Ms***’s Revdex.com complaint I have confirmed with the store Manager has made
contact withMs*** will be receiving a full in-store credit for the price she paid for the Polaris SofaMs*** will have new merchandise delivered to her residence on 10/05/16. I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
Ms***,We have reviewed your information with our teamIn future scenarios please keep in mind all warranty replacements incur an additional delivery fee that the consumer is responsible to payThis particular invoice was also adjusted with Black Friday pricing which you were not eligible
Both of these discounts exceeded the $amount you have requestedThis is something we want to communicate but we will make an exception in good faith since you are a valued customer. Your card ending in *** will be refunded $in 3- business days depending on financial institutions process
The company did not address the issues raised in my complaint nor did they state how the issues I raised will be or have been addressed
The General Manager has agreed to pickup the Adrian Chocolate 2-piece sofa and loveseat to issue a full refund as long as there are no stains or customer abuse to the Adrian Chocolate 2-piece sofa and loveseatMr*** will need to contact the General Manager at ###-###-#### to schedule the pickup of the merchandiseMr*** will receive a full refund back to the card used at the time of purchase once the merchandise is checked back into the store location
On 12/11/MrW*** purchased the piece Serina Chest living room set, piece East Village Nesting tables, piece Vineyard Manor Dining room set, Turquoise Video chairs, Vanity with mirror and bench, 30” Swivel chair, and the Paige dark brown Chaise LoungeThe merchandise was
delivered to MrW*** residence on 01/19/2009. After receiving MrW*** complaint, I spoken to management and was advised the MrW*** is still under a limited lifetime warranty and that will allow MrW*** to get a replacement on his chairUnfortunately we no longer have the chairs in our inventory; Value City Furniture would like to offer MrW*** a reselect for the amount of his chairs which is $443.68.I apologize for any inconvenience MrW*** may have experienced If MrW*** has any further questions or concerns he may contact me direct. Sincerely,*** ***Phone: ###-###-####Fax: ###-###-####***
The company has still not called me, and his matter is still NOT resolved
On 9/19/14, Mrs*** purchased the *** *** power reclinerMrs*** accepted delivery of the recliner on 9/23/14.Upon reviewing Mrs***’s inquiry, the General Manager has been contacted and has approved a courtesy service call for the reclinerA service technician will visit the
residence and inspect the claims that Mrs*** has reportedThe General Manager’s Customer Service department has contacted Mrs*** and she is aware that this service call is a courtesy, and that if repair parts need to be ordered, then she would be responsible for paying for the parts.I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct. Sincerely,Ashley H***Phone: *** *** ***Fax: ###-###-####***
I have been having issues with my couch and the next to last repairman that came to service my furniture raised the middle cushion and I am stuck with a couch that has had issues from the beginningI brought a piece of furniture that I have had numerous problems with and now 1/years later I HAVE to replaceI feel we need to come to an amicable agreement to have this issue resolvedLooking on the Revdex.com website and having 410+ complaints within the last year has to be an indication that there is something wrong with their productsI am not saying I need a new couch but I want the one I have repairedNo one said when I called that my warranty was overThe last repairman sat in my driveway for minutes then came inside touched my couch and leftThere was no attempt made at all repair anything I just want my couch repaired
On 02/23/2012, Mr*** purchased the 3-piece BaGray sectional This merchandise was delivered to Mr***’s residence on 02/29/Mr*** also purchased the 7-year leather protection warranty.On 03/16/2015, Mr*** contacted Store Personnel to schedule service for lines on the
merchandise A Service Technician visited Mr***’s residence on 04/03/to inspect the merchandise It was determined that the merchandise was cracking and peeling Unfortunately, bonded leather is not covered in the seating area according to Mr***’s warranty.In the interest of customer service, the General Manager has offered a prorated store credit of $for the return of the merchandise Mr*** will need to go to the store to choose replacement merchandise and arrange the exchangeIf Mr*** chooses merchandise that costs more than his store credit, he will be responsible for paying the difference The Store is willing to deliver the new merchandise at no additional cost for delivery If Mr*** is interested in purchasing a new warranty on the merchandise, he will be responsible for that as well. I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
my right side of my recline couch is still broken and I need it fixed , but since the company won't fix it , I want a new couch or for my couch to be fixed since my couch is already paid in full Please help me get my couch fixed or a new couch
On 05/24/2015, Mr*** purchased the Chandler Beige 3-piece sectional This merchandise was delivered to Mr***’s residence on 06/05/ I apologize for any confusion Mr*** may have experienced in regards to his warranty Within the first year, our Stores service the
merchandise under the manufacturer warranty Once the merchandise has reached a year old, the Pure Promise warranty will then be activated under the terms of the warranty The General Manager has reached out to Mr*** and was advised that he is in the process of moving to New York Once settled, Mr*** may contact his closest store to schedule service I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 01/13/2017, Mrs*** purchased the Mustang Brown piece living room setThe merchandise was delivered to Mrs***’s residence on 01/18/2017.In regards to Mrs***’s complaint I would like to advise her that the company policy is to examine furniture when a customer is looking to return their merchandise after they have had the merchandise in the home past the day return time frameValue City furniture will allow Mrs*** to reselect new merchandise once the service technician confirms there are no damages done to the merchandise. I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct
On 6/26/2015, Ms*** purchased the 5-piece Aventura Black sectional as well as a Zig Zag bookcase, Alcove Beige side chairs and the Aventura ottoman This merchandise was delivered to Ms***’s residence, with the exception of the ottoman on 6/30/2015.I apologize if the incorrect ottoman
was added to the invoice and for any frustration the delay may have caused I have received an update that Ms*** will receive her ottoman on 07/21/and has accepted a refund of $ This refund was processed to the Visa Credit Card and will post to this account within 3-business days.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
I apologize that I did not receive the voicemail in which Ms*** has advised The warranty purchased covered any accidental burns, rips tears and stains if reported within days of the damage as stated on the warranty documents According to Ms***’s invoice, the Fabric Protection warranty certificate was enclosed in the warranty kit delivered on 12/6/2010. Unfortunately, the accumulation of stains, structural damages and the cracking and peeling are not covered under the warranty purchasedAccording to the previously attached pictures, it is evident that Ms*** did not report any covered stains within the timeframe stated Therefore; if Ms*** would like to purchase new merchandise, the Store Manager would be happy to work with her and offer a discount on the new merchandise but a replacement or full refund will not be offered
On 04/02/2015, Mr*** purchased Colette Gray piece living room set, 32” Table lamp, Plantation Cove end table, piece Stratus dinette set, and a 56” lighted flowers décorThe merchandise was delivered to Mr*** on 04/08/2015.I have spoken to the store Manager in regards to Mr***
complaint and Value City furniture is able to offer a replacement cushion to Mr*** at a $costThe hole done to Mr*** loveseat is not a manufactures defect so a charge would be for the part plus labor services. I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
The merlot bed was NOT the one I saw in the showroom- I saw the sienna birchI know you are no longer selling the bed but the manufacturer is still making itOffering me a credit only if I get rid of my warranty is not fair nor do I want thatI attached a picture of your website ad showing the legs matching the setVCF manipulated those legs to match and I want the sameMy legs are unfinished wood which don't look good and I have already gotten a splinter while making my bed!