On 03/08/2012, Mr*** purchased the Ciera Brown 3-piece sectionalThe merchandise was delivered to Mr***’s residence on 03/08/Mr*** also purchased the 7-year fabric warrantyThe 7-year fabric warranty is through a third party company *** which covers any
accidental rips, tears, burns and stainThe warranty does not cover any cracking and peelingOn 04/01/2012, we replaced Mr***’s Ciera Brown chaiseAfter receiving Mr***’s Revdex.com complaint the General Manager reached out to Mr*** to resolve his complaintIn the interest of Customer Service the General Manager has offered Mr*** full credit including his warranty to reselect for new merchandiseMr*** will need to go into the store to select new merchandise and schedule the exchangeI apologize for any inconvenience Mr*** may have experiencedIf Mr*** has any further questions or concerns he may contact me direct
On 10/02/Ms*** placed a price hold for the piece Princeton Brown living room set. After reviewing Ms***’s Better Business Complaint, I have spoken with the store Manager who advised me that Ms***’s merchandise is at the store ready for deliveryValue City
Furniture would be able to deliver the merchandise to Ms***’ s residence by the end of the week if we can collect the remaining balance on the invoiceI have spoken with Ms*** and advised her of the soonest delivery date.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####***
On 9/7/2009, Mr*** purchased the Nolan Chocolate dual reclining sofa and dual reclining loveseatThe furniture was delivered on 6/15/The sofa and the loveseat were even exchanged on 3/17/ 15.Upon receiving this inquiry from the Revdex.com, I have contacted the General Manager
In the interest of customer service, the General Manager is offering Mr*** an in-store credit of $so that he can reselect to different merchandiseMr*** can visit the store location to utilize the in-store credit and a member of our team can assist him with the process.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
While I appreciate the offer to get a refund on the warrantyThe issue was the couch has a fabric defectThat is the only thing that would explain that the % of the couch is affectedI will be happy to give the dates that I called in,the name of the sales person that agreed that it was a fabric defect, and attach photosThe main issue is will the company stand behind their product? I would even agree to a refund of $that is a fraction of the price of the couchBut would be a fair compromise to not have to take further actionMy family has bought so much furniture from thereThis is the only issue any of us has hadBut with that said- customer service makes a company
Due to the refund being applied toward the new merchandise, Ms*** did not have to add additional monies when ordering new merchandiseIn the event the refund was returned to her Synchrony Credit Card, we would have had to charge the card again as a balance would be due Instead of the refund being issued, we transferred the funds to merchandise that was already delivered.We do not owe Ms*** any additional refunds.Sincerely,Jenna C***
On 02/22/2017, Mr*** purchased the Rialto Onyx piece sectionalThe merchandise was delivered to Mr***’s residence on 03/07/2017.After receiving Mr***’s complaint I was advised the wrong piece was delivered to Mr*** and a new delivery was scheduled for Mr*** but he
decided to cancel his entire orderThe merchandise has been returned back to the store and a refund has been submitted back 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 01/29/2017, Ms*** purchased the Brando Chocolate piece sectionalThe merchandise was delivered to MsPowers’s residence on 02/11/17.I have spoken with the store manager who has advised me instead of waiting for parts to be ordered we have even exchanged the entire pieceDue to the
inconvenience we have compensated Ms*** and her issue is considered resolved. I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
The response I received states that on 3/7/I purchased the Prescott 4-Piece sectional, when it was actually purchased 3/7/15, it also states that we reported a small mark on it, which it did not, we were missing all the pillows. We did have a problem on 8/17/with the cushions and springs which were replaced. In my original complaint it states that on 1/31/we called because the same section is broke again and nowhere in the response does it respond to that. We did purchase the Pure Promise warranty but that does not even go into effect until after a year of the purchase, so the warranty isn't even valid yet. We are very dissatisfied with the merchandise and the service we have gotten from anyone at Value City Furniture and just want our money back for the purchase
the last time I spoke with Ms*** was on June 29, Since then I've sent the emails attached as well as called several times and left messages but to no availI was told that she's the only person that can provide me with a status update on this caseHow can you have only a single point of contact for a matter so serious? What if Ms*** is ill and out the office? What if she's on vacation? Am I the customer supposed to "wait until she returns"?????? My initial contact was made with Ms*** on 4/29/at 10:39amI think it's quite ridiculous for a case of this magnitude to take almost months to resolve and I'm not even requesting any additional funds for out of pocket expenses incurred as a result of the infestationI have been very patient regarding this matter and to make matters worst, we're still sleeping without a bed and it's becoming an issue as money was spent on the treatment for the pesticide as well as additional expenses to resolve this matterI have been told on several occasions that Ms*** is working with upper management to resolve this issue but have no legal release or proof to support this claimI refuse to accept this response and it's trite and overusedFurthermore, what does returning furniture in and have to do with the price of Tea in China? This issue at hand is a pending refund that I am so patiently awaiting for damaged furnitureIf this matter persists, I will seek legal advisement as Value City Furniture is not responsive at this timeI will follow up with another phone call this morning, just as I did yesterday morning and will probably be told the same lies that I will receive a call back from Ms*** and that she is currently on the phone with another clientThis is quite a nightmare that I would like to have resolved as soon as possible as it's long overdue and my sister and I have been very patient and understanding
Revdex.com NOTE: Consumer's husband filed a new complaint online that was flagged for review as a possible duplicate complaint.Revdex.com Complaint Acceptance guidelines do not allow your Revdex.com to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process We have closed the duplicate complaint and copied the additional information submitted and manually posted it to the original complaint case belowBased upon this new information we are resuming Revdex.com Dispute Resolution Services. We appreciate the patience and understanding of the parties Consumer’s Additional Information Regarding Complaint: My wife had previously filed a complaint because the Value City Furniture refused to service our two broken couchesThe Revdex.com was able to get them to acknowledge us and they suddenly were willing to help outThe technician (who was very nice and courteous) came to the house and saw the poor condition of the furniture and was surprised at how bad of condition they were inHe said he needed to talk to the manager and order the needed parts which would be 4-weeksAfter not hearing for weeks, we went into the store the parts weren’t in yetTwo weeks later, we went in again and the parts weren’t in yet but they again needed to talk to the technician to get an ETA and if they couldn’t get an acceptable ETA by Friday (days later) they will try to replace them completelyWhen we failed to get a return call, we called and they again needed to talk to “the manager” and will call us back by 12:When WE called them back at 2:they still didn’t have an answerWhen they called back an hour and a half later all of a sudden, we are told that it will cost $to service the couches which also turned out to be ONE of the couches because that's all that the technician wrote down despite the fact that he was explaining how they would take one at a time to fixThere was NEVER mention over the course of weeks of having to pay out-of-pocket! Not to mention, why should it cost to service their broken pieces? The response was we didn't purchase the correct warranty (not explained at purchase)This is a workmanship problem, not “wear and tear”, which should fall under a quality guaranteeAfter hours on the phone with Erica at the store and eventually Josh at corporate who were both extremely understanding, but apparently powerless to do anything, the best they could offer is 20% off a new set (roughly $200) or $plus $These were unacceptable as it would either cost us thousands of dollars or barely cover half of the repair costWe were eventually able to get them to offer to waive the cost to fix ONE of the couches (but not both)We let them know this was still not acceptable but it was a startThe issue is we will (hopefully) have one repaired couch and one we will still need to fight to get repairedThey claim it will take only day to do the repairs but I am skeptical and foresee another complaint in the futureConsumer’s New Desired Resolution:- Repair BOTH couches free of charge OR - Remove both couches in return for a refund of the original purchase price minus 40% for wear & tear
I was unable to locate an invoice for Ms*** regarding her complaintIn order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I
will follow up with an offer of resolutionIf MsVinshnevskaya has any further questions or concerns she may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@americansignature.com
This is a store gift card of dollarsUnfortunately, the store Manager is not willing to extend the credit in any other form other than the store gift cardI apologize for any inconvenience this may have caused *** ***If *** *** has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H*** Phone: ###-###-#### Fax: ###-###-####
I was unable to locate an invoice for Ms*** regarding her complaintIn order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will
follow up with an offer of resolutionIf Ms*** has any further questions or concerns she may contact me direct
Unfortunately Without the requested information I am able to assist Mr*** in his complaint I do apologize for the inconvenience Mr*** experienced in this matter
Complaint ID# *** Ticket status changed from Pending to OpenWed, 05/25/4:pm *** Wed, 05/25/4:pm I have resolved my complaint with the businessThank you for your assistance
After reviewing Ms***’s complaint I have confirmed that Ms***’s online order has been cancelled and a refund has been submitted back to her method of paymentI complaint has been filed with the corporate office alsoWe strive to make furniture shopping easy and apologize if Ms
***’s experience did not meet our standard.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
I apologize for the delay in our resolution regarding Ms***’s complaint. I kindly ask that Ms*** reject this response and allow additional time for her desired resolution. Please be assured that we are working diligently with the store location’s General Manager and I
appreciate Ms***’s patience in this matter.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
On 3/06/Mr*** purchased the 6-piece Bouque Sleigh bedroom set, the Boque drawer chest and the Scenic Path full mattressThe items were delivered to his home on 3/11/I have spoken with the store Manager who states that we have located the rails in another storeWe will be
transferring the rails to Mr*** service location, and once we determine the quality of the rails, we will be in contact with Mr*** to schedule a serviceIf Mr*** has any other questions regarding this transfer of products, he may contact the store Manager directly at *** I apologize for any inconvenience this may have caused Mr***If Mr*** has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H*** Phone: ###-###-#### Fax: ###-###-#### [email protected]
On 0/25/2015, Mr*** purchased pieces of the Princeton Brown Collection This merchandise was delivered to Mr***’s residence on 08/28/2015.On 11/2/2015, Mr*** contacted Store Personnel advising that the furniture had started bubbling In the interest of customer
service, the General Manager has agreed to allow Mr*** to return the merchandise for an in-store credit Mr*** will need to go to the store to choose replacement merchandise and arrange the exchange If Mr*** chooses merchandise that costs more than his original purchase, he will be responsible for paying the difference.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 05/23/2016, Mr*** purchased the Kingsway power reclining sofa and Marseille Linen Accent Chairs with the Pure Promise warrantyThe merchandise was delivered to Mr***’s residence on 5/18/2016.After reviewing Mr***’s complaint, I have been informed by the store Manger that the
part has been ordered for Mr*** but the way his merchandise is designed, the cores can’t be detachedA phone call was made to Mr*** on 9/27/2017, informing him that we can refund the pure promise warranty and offer Mr*** a discount to keep the merchandise as-is. Mr*** is to contact the store to resolve the issue.I apologize for any inconvenience Mr*** may have experienced. If Mr*** has any further questions or concerns he may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@AmericanSignature.com
On 03/08/2012, Mr*** purchased the Ciera Brown 3-piece sectionalThe merchandise was delivered to Mr***’s residence on 03/08/Mr*** also purchased the 7-year fabric warrantyThe 7-year fabric warranty is through a third party company *** which covers any
accidental rips, tears, burns and stainThe warranty does not cover any cracking and peelingOn 04/01/2012, we replaced Mr***’s Ciera Brown chaiseAfter receiving Mr***’s Revdex.com complaint the General Manager reached out to Mr*** to resolve his complaintIn the interest of Customer Service the General Manager has offered Mr*** full credit including his warranty to reselect for new merchandiseMr*** will need to go into the store to select new merchandise and schedule the exchangeI apologize for any inconvenience Mr*** may have experiencedIf Mr*** has any further questions or concerns he may contact me direct
On 10/02/Ms*** placed a price hold for the piece Princeton Brown living room set. After reviewing Ms***’s Better Business Complaint, I have spoken with the store Manager who advised me that Ms***’s merchandise is at the store ready for deliveryValue City
Furniture would be able to deliver the merchandise to Ms***’ s residence by the end of the week if we can collect the remaining balance on the invoiceI have spoken with Ms*** and advised her of the soonest delivery date.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####***
On 9/7/2009, Mr*** purchased the Nolan Chocolate dual reclining sofa and dual reclining loveseatThe furniture was delivered on 6/15/The sofa and the loveseat were even exchanged on 3/17/ 15.Upon receiving this inquiry from the Revdex.com, I have contacted the General Manager
In the interest of customer service, the General Manager is offering Mr*** an in-store credit of $so that he can reselect to different merchandiseMr*** can visit the store location to utilize the in-store credit and a member of our team can assist him with the process.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
While I appreciate the offer to get a refund on the warrantyThe issue was the couch has a fabric defectThat is the only thing that would explain that the % of the couch is affectedI will be happy to give the dates that I called in,the name of the sales person that agreed that it was a fabric defect, and attach photosThe main issue is will the company stand behind their product? I would even agree to a refund of $that is a fraction of the price of the couchBut would be a fair compromise to not have to take further actionMy family has bought so much furniture from thereThis is the only issue any of us has hadBut with that said- customer service makes a company
Due to the refund being applied toward the new merchandise, Ms*** did not have to add additional monies when ordering new merchandiseIn the event the refund was returned to her Synchrony Credit Card, we would have had to charge the card again as a balance would be due Instead of the refund being issued, we transferred the funds to merchandise that was already delivered.We do not owe Ms*** any additional refunds.Sincerely,Jenna C***
On 02/22/2017, Mr*** purchased the Rialto Onyx piece sectionalThe merchandise was delivered to Mr***’s residence on 03/07/2017.After receiving Mr***’s complaint I was advised the wrong piece was delivered to Mr*** and a new delivery was scheduled for Mr*** but he
decided to cancel his entire orderThe merchandise has been returned back to the store and a refund has been submitted back 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 01/29/2017, Ms*** purchased the Brando Chocolate piece sectionalThe merchandise was delivered to MsPowers’s residence on 02/11/17.I have spoken with the store manager who has advised me instead of waiting for parts to be ordered we have even exchanged the entire pieceDue to the
inconvenience we have compensated Ms*** and her issue is considered resolved. I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
The response I received states that on 3/7/I purchased the Prescott 4-Piece sectional, when it was actually purchased 3/7/15, it also states that we reported a small mark on it, which it did not, we were missing all the pillows. We did have a problem on 8/17/with the cushions and springs which were replaced. In my original complaint it states that on 1/31/we called because the same section is broke again and nowhere in the response does it respond to that. We did purchase the Pure Promise warranty but that does not even go into effect until after a year of the purchase, so the warranty isn't even valid yet. We are very dissatisfied with the merchandise and the service we have gotten from anyone at Value City Furniture and just want our money back for the purchase
the last time I spoke with Ms*** was on June 29, Since then I've sent the emails attached as well as called several times and left messages but to no availI was told that she's the only person that can provide me with a status update on this caseHow can you have only a single point of contact for a matter so serious? What if Ms*** is ill and out the office? What if she's on vacation? Am I the customer supposed to "wait until she returns"?????? My initial contact was made with Ms*** on 4/29/at 10:39amI think it's quite ridiculous for a case of this magnitude to take almost months to resolve and I'm not even requesting any additional funds for out of pocket expenses incurred as a result of the infestationI have been very patient regarding this matter and to make matters worst, we're still sleeping without a bed and it's becoming an issue as money was spent on the treatment for the pesticide as well as additional expenses to resolve this matterI have been told on several occasions that Ms*** is working with upper management to resolve this issue but have no legal release or proof to support this claimI refuse to accept this response and it's trite and overusedFurthermore, what does returning furniture in and have to do with the price of Tea in China? This issue at hand is a pending refund that I am so patiently awaiting for damaged furnitureIf this matter persists, I will seek legal advisement as Value City Furniture is not responsive at this timeI will follow up with another phone call this morning, just as I did yesterday morning and will probably be told the same lies that I will receive a call back from Ms*** and that she is currently on the phone with another clientThis is quite a nightmare that I would like to have resolved as soon as possible as it's long overdue and my sister and I have been very patient and understanding
Revdex.com NOTE: Consumer's husband filed a new complaint online that was flagged for review as a possible duplicate complaint.Revdex.com Complaint Acceptance guidelines do not allow your Revdex.com to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process We have closed the duplicate complaint and copied the additional information submitted and manually posted it to the original complaint case belowBased upon this new information we are resuming Revdex.com Dispute Resolution Services. We appreciate the patience and understanding of the parties Consumer’s Additional Information Regarding Complaint: My wife had previously filed a complaint because the Value City Furniture refused to service our two broken couchesThe Revdex.com was able to get them to acknowledge us and they suddenly were willing to help outThe technician (who was very nice and courteous) came to the house and saw the poor condition of the furniture and was surprised at how bad of condition they were inHe said he needed to talk to the manager and order the needed parts which would be 4-weeksAfter not hearing for weeks, we went into the store the parts weren’t in yetTwo weeks later, we went in again and the parts weren’t in yet but they again needed to talk to the technician to get an ETA and if they couldn’t get an acceptable ETA by Friday (days later) they will try to replace them completelyWhen we failed to get a return call, we called and they again needed to talk to “the manager” and will call us back by 12:When WE called them back at 2:they still didn’t have an answerWhen they called back an hour and a half later all of a sudden, we are told that it will cost $to service the couches which also turned out to be ONE of the couches because that's all that the technician wrote down despite the fact that he was explaining how they would take one at a time to fixThere was NEVER mention over the course of weeks of having to pay out-of-pocket! Not to mention, why should it cost to service their broken pieces? The response was we didn't purchase the correct warranty (not explained at purchase)This is a workmanship problem, not “wear and tear”, which should fall under a quality guaranteeAfter hours on the phone with Erica at the store and eventually Josh at corporate who were both extremely understanding, but apparently powerless to do anything, the best they could offer is 20% off a new set (roughly $200) or $plus $These were unacceptable as it would either cost us thousands of dollars or barely cover half of the repair costWe were eventually able to get them to offer to waive the cost to fix ONE of the couches (but not both)We let them know this was still not acceptable but it was a startThe issue is we will (hopefully) have one repaired couch and one we will still need to fight to get repairedThey claim it will take only day to do the repairs but I am skeptical and foresee another complaint in the futureConsumer’s New Desired Resolution:- Repair BOTH couches free of charge OR - Remove both couches in return for a refund of the original purchase price minus 40% for wear & tear
I was unable to locate an invoice for Ms*** regarding her complaintIn order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I
will follow up with an offer of resolutionIf MsVinshnevskaya has any further questions or concerns she may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@americansignature.com
This is a store gift card of dollarsUnfortunately, the store Manager is not willing to extend the credit in any other form other than the store gift cardI apologize for any inconvenience this may have caused *** ***If *** *** has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H*** Phone: ###-###-#### Fax: ###-###-####
I was unable to locate an invoice for Ms*** regarding her complaintIn order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will
follow up with an offer of resolutionIf Ms*** has any further questions or concerns she may contact me direct
Unfortunately Without the requested information I am able to assist Mr*** in his complaint I do apologize for the inconvenience Mr*** experienced in this matter
Complaint ID# *** Ticket status changed from Pending to OpenWed, 05/25/4:pm *** Wed, 05/25/4:pm I have resolved my complaint with the businessThank you for your assistance
After reviewing Ms***’s complaint I have confirmed that Ms***’s online order has been cancelled and a refund has been submitted back to her method of paymentI complaint has been filed with the corporate office alsoWe strive to make furniture shopping easy and apologize if Ms
***’s experience did not meet our standard.I apologize for any inconvenience Ms*** may have experienced If Ms*** has any further questions or concerns she may contact me direct
I apologize for the delay in our resolution regarding Ms***’s complaint. I kindly ask that Ms*** reject this response and allow additional time for her desired resolution. Please be assured that we are working diligently with the store location’s General Manager and I
appreciate Ms***’s patience in this matter.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com
On 3/06/Mr*** purchased the 6-piece Bouque Sleigh bedroom set, the Boque drawer chest and the Scenic Path full mattressThe items were delivered to his home on 3/11/I have spoken with the store Manager who states that we have located the rails in another storeWe will be
transferring the rails to Mr*** service location, and once we determine the quality of the rails, we will be in contact with Mr*** to schedule a serviceIf Mr*** has any other questions regarding this transfer of products, he may contact the store Manager directly at *** I apologize for any inconvenience this may have caused Mr***If Mr*** has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H*** Phone: ###-###-#### Fax: ###-###-#### [email protected]
On 0/25/2015, Mr*** purchased pieces of the Princeton Brown Collection This merchandise was delivered to Mr***’s residence on 08/28/2015.On 11/2/2015, Mr*** contacted Store Personnel advising that the furniture had started bubbling In the interest of customer
service, the General Manager has agreed to allow Mr*** to return the merchandise for an in-store credit Mr*** will need to go to the store to choose replacement merchandise and arrange the exchange If Mr*** chooses merchandise that costs more than his original purchase, he will be responsible for paying the difference.I apologize for any inconvenience Mr*** may have experienced If Mr*** has any further questions or concerns he may contact me direct
On 05/23/2016, Mr*** purchased the Kingsway power reclining sofa and Marseille Linen Accent Chairs with the Pure Promise warrantyThe merchandise was delivered to Mr***’s residence on 5/18/2016.After reviewing Mr***’s complaint, I have been informed by the store Manger that the
part has been ordered for Mr*** but the way his merchandise is designed, the cores can’t be detachedA phone call was made to Mr*** on 9/27/2017, informing him that we can refund the pure promise warranty and offer Mr*** a discount to keep the merchandise as-is. Mr*** is to contact the store to resolve the issue.I apologize for any inconvenience Mr*** may have experienced. If Mr*** has any further questions or concerns he may contact me direct. Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@AmericanSignature.com