On 11/7/2017, Ms*** made her purchase with Value City FurnitureThe furniture was delivered to Ms***’s residence on 11/10/2017.We understand Ms***’s concerns and apologize for the experience that she has endured with our companyThe General Managers at the selling and shipping
stores have been notified of Ms***’s complaint and will be contacting her within the next hours to discuss her concerns with the servicing process and scheduling.If Ms*** has any further questions or concerns, she can contact our store locations in White Marsh, MD at ###-###-####, and Baltimore, MD at ###-###-####She can also contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
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 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: ###-###-####***
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
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: ###-###-####***
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
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
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThe store states if it was due to misuse they will not cover it.
Regards,
*** ***
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
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
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 01/23/2015, Ms*** purchased the Sabrina Mist 3-piece sectionalMs*** also purchased the year Pure Promise WarrantyMs*** picked the merchandise up on 01/24/The merchandise was purchased by *** *** for which her name is on the orderMs*** *** has been
advised by the Pure Promise Warranty Company that Ms*** *** will need to call and report the claim for assistance regarding her warranty coverageWe are unable to change the guidelines per the Pure Promise WarrantyIf Ms*** would like to file a claim regarding issues with her merchandise she will need to have Ms*** *** file the claim regarding the Sabrina Mist 3-piece sectionalWe have added Ms*** ***’s name to the order however we are unable to change the warranty coverage information that shows Ms*** *** as the Pure Promise Warranty holderI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me direct
Good afternoon, I am rejecting the business response for the following reasons
I did not have bed bugs prior to getting this furniture from Value City
Ms*** admitted that they furniture caused the infestation(emails attached)
When I wouldn't accept the deal Value City was offering me and that was to pay for my king size bed, *** treatment and refund the money for the furniture, that's when they said that they were not responsible
After I refused to sign the contract removing them from liability, they refused to give me my refund back
After Revdex.com contacted Value City, they told you that they had already refunded my money for the furniture which was falseThey didn't refund my money until July 29, 2015.I never signed the contract (attached) removing liability
Ms*** stated in her response if I had any additional concerns to address them to her, I did on August 3rd, 201, when I told her that my home is still infested with Bed bugs and requested that they send the *** back out to my homeI never received a response from her or Value City manager
You will see in the pictures that bed bugs was still falling out of the sofa when being taken away
You will also see that the *** would not complete the services to my home because the furniture was still there
In an effort to kill the bed bug until Value City paid for the service, I spent hundred of dollars buying sprays, foggers, covers and moreI punch a hole in the mesh portion of the sofa and placed foggers in the inside of the sofas every day for a week, plus sprayed so by the time *** came the bugs were not crawling out the sofa as they where from the time I call and complained
My entire life and families life has been greatly interruptedWe have no furniture, spent all of our resources, scars over our body, emotionally scared, sleeping on the floor and all I am requesting is to be made wholeIt's Value City fault and Ms*** admitted it verbally and in writingPlease help to resolve this because my family is depending in thisI can forward you copy of the email requesting additional treatment with no response after you receive the attached documentation
Thank you
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!
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
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 reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***
On 11/7/2017, Ms*** made her purchase with Value City FurnitureThe furniture was delivered to Ms***’s residence on 11/10/2017.We understand Ms***’s concerns and apologize for the experience that she has endured with our companyThe General Managers at the selling and shipping
stores have been notified of Ms***’s complaint and will be contacting her within the next hours to discuss her concerns with the servicing process and scheduling.If Ms*** has any further questions or concerns, she can contact our store locations in White Marsh, MD at ###-###-####, and Baltimore, MD at ###-###-####She can also contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
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 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: ###-###-####***
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
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: ###-###-####***
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
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
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
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThe store states if it was due to misuse they will not cover it.
Regards,
*** ***
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
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
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 01/23/2015, Ms*** purchased the Sabrina Mist 3-piece sectionalMs*** also purchased the year Pure Promise WarrantyMs*** picked the merchandise up on 01/24/The merchandise was purchased by *** *** for which her name is on the orderMs*** *** has been
advised by the Pure Promise Warranty Company that Ms*** *** will need to call and report the claim for assistance regarding her warranty coverageWe are unable to change the guidelines per the Pure Promise WarrantyIf Ms*** would like to file a claim regarding issues with her merchandise she will need to have Ms*** *** file the claim regarding the Sabrina Mist 3-piece sectionalWe have added Ms*** ***’s name to the order however we are unable to change the warranty coverage information that shows Ms*** *** as the Pure Promise Warranty holderI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me direct
Good afternoon, I am rejecting the business response for the following reasons
I did not have bed bugs prior to getting this furniture from Value City
Ms*** admitted that they furniture caused the infestation(emails attached)
When I wouldn't accept the deal Value City was offering me and that was to pay for my king size bed, *** treatment and refund the money for the furniture, that's when they said that they were not responsible
After I refused to sign the contract removing them from liability, they refused to give me my refund back
After Revdex.com contacted Value City, they told you that they had already refunded my money for the furniture which was falseThey didn't refund my money until July 29, 2015.I never signed the contract (attached) removing liability
Ms*** stated in her response if I had any additional concerns to address them to her, I did on August 3rd, 201, when I told her that my home is still infested with Bed bugs and requested that they send the *** back out to my homeI never received a response from her or Value City manager
You will see in the pictures that bed bugs was still falling out of the sofa when being taken away
You will also see that the *** would not complete the services to my home because the furniture was still there
In an effort to kill the bed bug until Value City paid for the service, I spent hundred of dollars buying sprays, foggers, covers and moreI punch a hole in the mesh portion of the sofa and placed foggers in the inside of the sofas every day for a week, plus sprayed so by the time *** came the bugs were not crawling out the sofa as they where from the time I call and complained
My entire life and families life has been greatly interruptedWe have no furniture, spent all of our resources, scars over our body, emotionally scared, sleeping on the floor and all I am requesting is to be made wholeIt's Value City fault and Ms*** admitted it verbally and in writingPlease help to resolve this because my family is depending in thisI can forward you copy of the email requesting additional treatment with no response after you receive the attached documentation
Thank you
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!
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
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