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
I am very appreciative of the help offered and a replacement chair was delivered to my home, however, as I stated to the gentlemen who brought it, it is not the exact same chair as the seat part is smaller width wise than the one replaced, my original chair was wider at the base/seat, but I was ok with that, my issue is although the initial problem was resolved, this chair is very and constantly noisy while rocking in it, the chair that it replaced was super quietI am concerned as to why this one creeks and squeaks so much, I also am not convinced it is new, the top and bottom were brought in separately, there was no tag or wrapping on the bottom portion of the chair and the wood legs had dust or something on them underneath which indicates it's been usedAlso, the seam on the seat part has crumbs in itThe top portion of the chair was clearly new as it had tagsWhen I mentioned this to the gentlemen, they basically laughed at me, especially when I told them of the obvious size difference, they kept saying it was the same chair, my husband and children were easily able to see the difference as well, as well as how it fits in our arrangement of furnitureMy concern is the creaking and squeaking, this started as soon as the men left and I started rockingThey had me sign a blank pad that had no writing, just a signature box so I have no idea what I signedI am concerned that this will break or something as it shouldn't make noises and again, I'm not thinking the bottom is new
Yes, I was offered a new chair at a price of $But why would I give the company MORE money, for damages I did not causeSo, you expect your customers to pay for a chair with damages, not caused at the customers expense, and pay for a new chair? Why would anyone pay almost $for a chair that is only worth $278? Value City ensured me they would replace the damaged merchandise, because upon receiving it, it was destroyedWhat kind of customer service is being put into effect? None? I refuse to pay for the discounted chairI'm also still completely baffled at why I was told I would get a replacement and then refused one without paying for itI will NEVER shop with Value City againI will also make sure that NO ONE I'm associated with has to deal with lack of professionalism this company has shown usIt's sickening
At this time, the dispute was responded and resolved with Value City Furniture We will not be able to handle any billing dispute through the Revdex.com and Ms*** will need to contact her financial institution
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 11/4/2017, Ms*** purchased the Juno queen sleeper, the Juno pushback recliner, and the Nantucket -piece drop leaf table with x-back side chairsThe furniture was delivered to Ms***’ residence on 11/14/2017.At the request of Ms***, the furniture was picked up from her
residence on 11/17/2017, and her refund was processed the same dayHer Visa card was refunded $and a refund check for $was processed on 11/17/The refund check arrived at the store location on 11/22/and Ms*** has been made aware of the status of her refund check.I apologize for any inconvenience Ms*** may have experienced. If Ms*** has any further questions or concerns she may contact me direct. Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
[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: Jenna Carpentar, How long does it take for someone from the insurance company to call? I believe, I have given you guys enough time to give me a callThis is getting absolutely ridiculousIs there any proof that the claim was even submitted? I have no record, only a phone call from someone on May 26th claiming to be a manager telling me that it was submittedIf I were you, I would submit your resume out to other legitimate companies, because the one you currently work for, is not doing so well(that's putting it nicely)
Rajda ***
I would like to thank Ms*** for her feedback regarding her experience that occurred in our Value City Furniture parking lot We have researched MsCross’s complaint and have found that the towing signs have been placed in the parking lot by the Landlord and are not affiliated or a
financial gain of Value City Furniture We have contacted A&G towing and requested the reimbursement to Ms*** for the towing of her Daughters vehicle Value City Furniture would also like to extend a token of our appreciation and MsCross’s patronage by offering a $gift card Ms*** may visit the Value City Furniture Store located on Preston Highway to retrieve her Gift Card. We understand that time is very valuable and strive to make every shopping experience EASY for our CustomersWhile we cannot alter what has transpired, we are taking the steps to ensure that similar incidents do not occur in the future.If Ms*** has any further questions or concerns she may contact me direct
After speaking back with the store Manager I have been advised that Mr***’s merchandise has actually came in sooner and the new delivery date for him would be 03/15/At this time $is the most Value City Furniture can offer to Mr***.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 5/31/2015, Mrs*** made her purchase at one of our American Signature Furniture store locationsThe furniture was delivered to Mrs***’s residence on 6/10/2015.We understand Mrs***’s concerns and apologize for the experience that she has had with our companyMrs*** has been
offered 60% of the amount that she invested into the furniture as an in-store credit, totaling $At the time that this was offered to her, there was a 30-day time frame given to utilize the creditSince Mrs*** has yet to use the credit, we can extend the time frame another days to allow her time to reselect to different furniture.If Mrs*** has any further questions or concerns, she can contact the General Manager at the store location at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
Thank you for your quick response on me and my family behalfI will accept this offer and will standby for further instructions on how to retrieve this credit.My contact number is###-###-####Kindest Regards,
I was unable to locate an invoice for Dr*** regarding his complaintIn order to investigate his 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 Dr*** has any further questions or concerns he may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####***
On 4/18/16, Mrs*** was allowed to replace her initial Gotham Black piece sectional that was received on 4/1/with the Chandler Gray sectional.In the interest of Customer Service, the General Manager has decided to provide Mrs*** with the Pure Promise extended warranty at no extra cost
to herMrs*** received the sofa & love seat portions of her sectional on 4/27/The glider recliner portion is scheduled to be delivered on 5/10/& the cocktail ottoman is scheduled to be delivered on 6/9/16, as these pieces are currently out of stockMrs*** is aware of the furniture’s availability as well as the current expected delivery dates.I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct
On 02/04/16, Ms*** purchased an Audra cocktail table, Burnham Mogano apartment sofa, and an Audra entertainment consoleThis merchandise was picked up by Mr*** on 02/14/2016. While I apologize for Ms***’s frustrations, Ms*** was aware that all her items were clearance items and
marked sold,” as is”We deeply value her relationship with Value City and are committed to providing her with the highest level of service, simply because our customers deserve the very bestThe store manager Jonathan has offered his apology for the cushion zipper being broke, and there is no way of sewing the zipper on an attached sofaThe store manager Jonathan has also stated that Ms*** is welcome to return the Burnham Mogano apartment sofa to the store for a full refund.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns he may contact me direct
On 10/17/2015, Ms*** purchased the Sterling Beige memory foam sleeper sofa with chaiseMs*** also purchased the year Pure Promise Manufacturer warrantyAt the time of purchase Ms***’s delivery address was Parker Ave Cortland, NY We delivered the merchandise to Ms
***’s residence on 10/22/On 01/04/Ms*** notified Store Personnel regarding the Sterling Beige memory foam sleeper sofa frame was brokenStore Personnel advised Ms*** that her new address at ** *** StApartment North Adams, MA is outside of our mile radiusMs*** was advised that we do not have any Value City Furniture stores in Massachusetts and the stated address is out of our service areaAfter receiving Ms***’s Revdex.com complaint the General Manager has offered to exchange Ms***’s Sterling Beige memory foam sleeper sofa for a new one or Ms*** can return for a full refund including the amount of the Pure Promise warrantyIf Ms*** would like to exchange the merchandise or return for a full refund Ms*** will be required to return the merchandise back to storeIf Ms*** would like to return the merchandise for a full refund or exchange Ms*** can contact the General Manager to advise she is following up on her Revdex.com complaintI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me direct
On 08/11/2015, Mr*** purchased the 3-piece Adrian Red sectional On 8/15/2015, sofas in this sectional group were delivered to Mr***’s residence Unfortunately, the ottoman was not delivered at this time and the original delivering store in Flint, MI, has closed I
have been advised by the new delivery store in Novi, MI that Mr***’s ottoman will be delivered on 10/6/ In the event Mr*** will not be available this day, I kindly ask that he call the Store at (248) 347-for further assistance.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 10/01/Ms*** purchased the Jazz Ebony sofa and the 2-piece Jazz Ebony sectionalThe items were delivered to her residence on 10/04/I have spoken to the store Manager who states that we offered Ms*** a courtesy service as she has no warranty coverageWhen the service technician came out to Ms***’s home, he found that the amount of damage on the sofa and the sectional was extensive, causing us to rule it as negligenceBecause Ms*** currently has no warranty that will assist her with the frame damage she is reporting, we would be more than happy to refund the warranty that she has on her fabric and leatherThe total amount of the refund will be and will be placed back onto the original method of paymentTo accept this refund, Ms*** must contact the store at ###-###-#### I apologize for any inconvience this may have caused Ms***If Ms*** has any further questions, she may contact the store at the number above Sincerely, Marian H***
On Saturday,they delivered everything with the exception of the mirrorYet again, the order wasn't completed and I had to wait yet again for them to come at their convenienceI am not one to complain about businesses, and even if they have delivered my furniture, the associates at the warehouse here in Charlotte, had no sympathy about this being delayedCorporate did explain to me on Saturday the procedure of the products not making it to meNo one here in Charlotte had even taken the time to explain to me and they thought it was all a jokeweeks to wait for furniture and for them to keep having all these hiccups has still not set well with meThey have taken very little off of the order and not really done much for meA gift card or something would've been great to get me to come back to this store, but they didn't even offer thatI'm just still in shock that all of this occurred and it wasn't resolved until I got the Revdex.com involvedThis business really needs to work on their customer service
Value City picked up the entire set of furniture I purchased, from my residence, on February 27, As of March 2, 2017, Value City has not credited the $back to my account, per *** Financial account informationIn addition, I had already made a $payment towards my purchase on February 2, I have not received the $that was already paid to Value City
On 1/5/2014, Mr& Mrs*** made their purchase at the Value City Furniture location in Waldorf, MarylandThe furniture was delivered to their residence on 1/30/2014.We understand Mr& Mrs***’s concern and apologize for the experience that they have had with our company
Unfortunately, the 3-year Extended Protection Plan warranty that Mr& Mrs*** purchased was on the bedroom set only, so the sectional only carried the 1-year manufacturer’s warrantyIn addition, the Extended warranty expired on 1/5/There is nothing further that can be done on our end to service, repair, or replace Mr& Mrs***’s furniture due to the time frame that the damages were reported. If Mr& Mrs*** have any further questions or concerns, they can contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
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
I am very appreciative of the help offered and a replacement chair was delivered to my home, however, as I stated to the gentlemen who brought it, it is not the exact same chair as the seat part is smaller width wise than the one replaced, my original chair was wider at the base/seat, but I was ok with that, my issue is although the initial problem was resolved, this chair is very and constantly noisy while rocking in it, the chair that it replaced was super quietI am concerned as to why this one creeks and squeaks so much, I also am not convinced it is new, the top and bottom were brought in separately, there was no tag or wrapping on the bottom portion of the chair and the wood legs had dust or something on them underneath which indicates it's been usedAlso, the seam on the seat part has crumbs in itThe top portion of the chair was clearly new as it had tagsWhen I mentioned this to the gentlemen, they basically laughed at me, especially when I told them of the obvious size difference, they kept saying it was the same chair, my husband and children were easily able to see the difference as well, as well as how it fits in our arrangement of furnitureMy concern is the creaking and squeaking, this started as soon as the men left and I started rockingThey had me sign a blank pad that had no writing, just a signature box so I have no idea what I signedI am concerned that this will break or something as it shouldn't make noises and again, I'm not thinking the bottom is new
Yes, I was offered a new chair at a price of $But why would I give the company MORE money, for damages I did not causeSo, you expect your customers to pay for a chair with damages, not caused at the customers expense, and pay for a new chair? Why would anyone pay almost $for a chair that is only worth $278? Value City ensured me they would replace the damaged merchandise, because upon receiving it, it was destroyedWhat kind of customer service is being put into effect? None? I refuse to pay for the discounted chairI'm also still completely baffled at why I was told I would get a replacement and then refused one without paying for itI will NEVER shop with Value City againI will also make sure that NO ONE I'm associated with has to deal with lack of professionalism this company has shown usIt's sickening
At this time, the dispute was responded and resolved with Value City Furniture We will not be able to handle any billing dispute through the Revdex.com and Ms*** will need to contact her financial institution
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 11/4/2017, Ms*** purchased the Juno queen sleeper, the Juno pushback recliner, and the Nantucket -piece drop leaf table with x-back side chairsThe furniture was delivered to Ms***’ residence on 11/14/2017.At the request of Ms***, the furniture was picked up from her
residence on 11/17/2017, and her refund was processed the same dayHer Visa card was refunded $and a refund check for $was processed on 11/17/The refund check arrived at the store location on 11/22/and Ms*** has been made aware of the status of her refund check.I apologize for any inconvenience Ms*** may have experienced. If Ms*** has any further questions or concerns she may contact me direct. Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
[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: Jenna Carpentar, How long does it take for someone from the insurance company to call? I believe, I have given you guys enough time to give me a callThis is getting absolutely ridiculousIs there any proof that the claim was even submitted? I have no record, only a phone call from someone on May 26th claiming to be a manager telling me that it was submittedIf I were you, I would submit your resume out to other legitimate companies, because the one you currently work for, is not doing so well(that's putting it nicely)
Rajda ***
I would like to thank Ms*** for her feedback regarding her experience that occurred in our Value City Furniture parking lot We have researched MsCross’s complaint and have found that the towing signs have been placed in the parking lot by the Landlord and are not affiliated or a
financial gain of Value City Furniture We have contacted A&G towing and requested the reimbursement to Ms*** for the towing of her Daughters vehicle Value City Furniture would also like to extend a token of our appreciation and MsCross’s patronage by offering a $gift card Ms*** may visit the Value City Furniture Store located on Preston Highway to retrieve her Gift Card. We understand that time is very valuable and strive to make every shopping experience EASY for our CustomersWhile we cannot alter what has transpired, we are taking the steps to ensure that similar incidents do not occur in the future.If Ms*** has any further questions or concerns she may contact me direct
After speaking back with the store Manager I have been advised that Mr***’s merchandise has actually came in sooner and the new delivery date for him would be 03/15/At this time $is the most Value City Furniture can offer to Mr***.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 5/31/2015, Mrs*** made her purchase at one of our American Signature Furniture store locationsThe furniture was delivered to Mrs***’s residence on 6/10/2015.We understand Mrs***’s concerns and apologize for the experience that she has had with our companyMrs*** has been
offered 60% of the amount that she invested into the furniture as an in-store credit, totaling $At the time that this was offered to her, there was a 30-day time frame given to utilize the creditSince Mrs*** has yet to use the credit, we can extend the time frame another days to allow her time to reselect to different furniture.If Mrs*** has any further questions or concerns, she can contact the General Manager at the store location at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
Thank you for your quick response on me and my family behalfI will accept this offer and will standby for further instructions on how to retrieve this credit.My contact number is###-###-####Kindest Regards,
I was unable to locate an invoice for Dr*** regarding his complaintIn order to investigate his 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 Dr*** has any further questions or concerns he may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####***
On 4/18/16, Mrs*** was allowed to replace her initial Gotham Black piece sectional that was received on 4/1/with the Chandler Gray sectional.In the interest of Customer Service, the General Manager has decided to provide Mrs*** with the Pure Promise extended warranty at no extra cost
to herMrs*** received the sofa & love seat portions of her sectional on 4/27/The glider recliner portion is scheduled to be delivered on 5/10/& the cocktail ottoman is scheduled to be delivered on 6/9/16, as these pieces are currently out of stockMrs*** is aware of the furniture’s availability as well as the current expected delivery dates.I apologize for any inconvenience Mrs*** may have experienced If Mrs*** has any further questions or concerns she may contact me direct
On 02/04/16, Ms*** purchased an Audra cocktail table, Burnham Mogano apartment sofa, and an Audra entertainment consoleThis merchandise was picked up by Mr*** on 02/14/2016. While I apologize for Ms***’s frustrations, Ms*** was aware that all her items were clearance items and
marked sold,” as is”We deeply value her relationship with Value City and are committed to providing her with the highest level of service, simply because our customers deserve the very bestThe store manager Jonathan has offered his apology for the cushion zipper being broke, and there is no way of sewing the zipper on an attached sofaThe store manager Jonathan has also stated that Ms*** is welcome to return the Burnham Mogano apartment sofa to the store for a full refund.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns he may contact me direct
On 10/17/2015, Ms*** purchased the Sterling Beige memory foam sleeper sofa with chaiseMs*** also purchased the year Pure Promise Manufacturer warrantyAt the time of purchase Ms***’s delivery address was Parker Ave Cortland, NY We delivered the merchandise to Ms
***’s residence on 10/22/On 01/04/Ms*** notified Store Personnel regarding the Sterling Beige memory foam sleeper sofa frame was brokenStore Personnel advised Ms*** that her new address at ** *** StApartment North Adams, MA is outside of our mile radiusMs*** was advised that we do not have any Value City Furniture stores in Massachusetts and the stated address is out of our service areaAfter receiving Ms***’s Revdex.com complaint the General Manager has offered to exchange Ms***’s Sterling Beige memory foam sleeper sofa for a new one or Ms*** can return for a full refund including the amount of the Pure Promise warrantyIf Ms*** would like to exchange the merchandise or return for a full refund Ms*** will be required to return the merchandise back to storeIf Ms*** would like to return the merchandise for a full refund or exchange Ms*** can contact the General Manager to advise she is following up on her Revdex.com complaintI apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any further questions or concerns she may contact me direct
On 08/11/2015, Mr*** purchased the 3-piece Adrian Red sectional On 8/15/2015, sofas in this sectional group were delivered to Mr***’s residence Unfortunately, the ottoman was not delivered at this time and the original delivering store in Flint, MI, has closed I
have been advised by the new delivery store in Novi, MI that Mr***’s ottoman will be delivered on 10/6/ In the event Mr*** will not be available this day, I kindly ask that he call the Store at (248) 347-for further assistance.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 10/01/Ms*** purchased the Jazz Ebony sofa and the 2-piece Jazz Ebony sectionalThe items were delivered to her residence on 10/04/I have spoken to the store Manager who states that we offered Ms*** a courtesy service as she has no warranty coverageWhen the service technician came out to Ms***’s home, he found that the amount of damage on the sofa and the sectional was extensive, causing us to rule it as negligenceBecause Ms*** currently has no warranty that will assist her with the frame damage she is reporting, we would be more than happy to refund the warranty that she has on her fabric and leatherThe total amount of the refund will be and will be placed back onto the original method of paymentTo accept this refund, Ms*** must contact the store at ###-###-#### I apologize for any inconvience this may have caused Ms***If Ms*** has any further questions, she may contact the store at the number above Sincerely, Marian H***
On Saturday,they delivered everything with the exception of the mirrorYet again, the order wasn't completed and I had to wait yet again for them to come at their convenienceI am not one to complain about businesses, and even if they have delivered my furniture, the associates at the warehouse here in Charlotte, had no sympathy about this being delayedCorporate did explain to me on Saturday the procedure of the products not making it to meNo one here in Charlotte had even taken the time to explain to me and they thought it was all a jokeweeks to wait for furniture and for them to keep having all these hiccups has still not set well with meThey have taken very little off of the order and not really done much for meA gift card or something would've been great to get me to come back to this store, but they didn't even offer thatI'm just still in shock that all of this occurred and it wasn't resolved until I got the Revdex.com involvedThis business really needs to work on their customer service
Value City picked up the entire set of furniture I purchased, from my residence, on February 27, As of March 2, 2017, Value City has not credited the $back to my account, per *** Financial account informationIn addition, I had already made a $payment towards my purchase on February 2, I have not received the $that was already paid to Value City
On 1/5/2014, Mr& Mrs*** made their purchase at the Value City Furniture location in Waldorf, MarylandThe furniture was delivered to their residence on 1/30/2014.We understand Mr& Mrs***’s concern and apologize for the experience that they have had with our company
Unfortunately, the 3-year Extended Protection Plan warranty that Mr& Mrs*** purchased was on the bedroom set only, so the sectional only carried the 1-year manufacturer’s warrantyIn addition, the Extended warranty expired on 1/5/There is nothing further that can be done on our end to service, repair, or replace Mr& Mrs***’s furniture due to the time frame that the damages were reported. If Mr& Mrs*** have any further questions or concerns, they can contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com