I was unable to locate an invoice for Ms. [redacted] regarding her complaint. In 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 resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####Karema.H[redacted]@americansignature.com
On 08/03/2013 Mr. [redacted] purchased the Ventana Mist 4-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 08/08/2013. After receiving Mr. [redacted]’s Revdex.com Complaint the General Manager has contacted Mr. [redacted] to resolve the issues that he is having with the...
merchandise. In the interest of Customer Service the General Manager has offered Mr. [redacted] full in store credit to choose new merchandise or a full refund if Mr. [redacted] would like to return the merchandise. Mr. [redacted] can contact the General Manager at ###-###-#### to advise which option would work best for him to resolve his Revdex.com complaint. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
After secondly reviewing Ms. [redacted]s invoice I am showing she paid $800 on the 2 piece Cordoba sectional with the tax of $56 in tax. A reselect would be granted in the amount of $856.00 since that is the amount Ms. [redacted]s paid for her furniture. Ms. [redacted]s also purchased the Pure Promise warranty In the amount of $129.99 Ms. [redacted]s wouldn’t get that money back in the reselect amount but the warranty would be transferred to her new merchandise once Ms. [redacted]s selects new merchandise.I apologize for any inconvenience Ms. [redacted]s may have experienced. If Ms. [redacted]s has any further questions or concerns she may contact me direct.
On 06/27/2015, Ms. [redacted] purchased the Sundance Mocha 2 piece Power sofa and Loveseat. The merchandise was delivered to Ms. [redacted]’s residence on 07/01/2015.After receiving Ms. [redacted]’s complaint I have been advised that any warranty discrepancies would have to be handled by the Pure Promise warranty...
company. I have see that Ms. [redacted] made her purchase on the Value City website and the Pure Promise warranty policy is on the website where it states any incident must be filed within 15 days from the incident. Ms. [redacted] may dispute her denial by emailing ([email protected]). I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 12/17/2017, Mr. [redacted] purchased the Robertson Beige sofa and the Robertson Beige chair ½. The furniture was delivered to Mr. [redacted]’ residence on 12/30/2017.We understand Mr. [redacted]’ concerns and apologize for the experience that he has had with our company. Our insurance company visited Mr. [redacted]’...
residence on 1/2/2018 to assess the damages. Once they received information that Mr. [redacted] accepted $200 as compensation for the damages, our insurance company closed their case. The refund was processed on 1/3/2018 to the original method of payment. If Mr. [redacted] has any further questions or concerns, he can contact our store location’s General Manager at ###-###-####. Mr. [redacted] can also contact Customer Care at 1/###-###-####. Sincerely, Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
On 4/18/15, Mr. [redacted] purchased the Park City Chocolate reclining console love seat. The furniture was delivered to Mr. [redacted]’s residence on 4/23/15.We apologize for the issues that Mr. [redacted] has encountered with the love seat and are working to resolve the issue for him. The General Manager at...
the store location has agreed to send his Service Technician to Mr. [redacted]’s residence on 1/2/18 with the correct parts to repair the love seat. In order to appease Mr. [redacted], the General Manager has also refunded $64.19 to Mr. [redacted]’s credit card that is on file. If Mr. [redacted] has any further questions or concerns, he can contact our store location at ###-###-####.Sincerely,Ashley H[redacted]
Ms. M[redacted] has received a phone call this morning notifying her that we are unable to include the rent payment that she is requesting. A Legal Release is being drawn and when our department obtains the final copy, the General Manager will sign the document, and Ms. M[redacted] will receive the document via email to review, sign, and return. Ms. M[redacted] is aware of the procedure from this point and contact will be made with her from this point.
On 01-05-2016, Mr. [redacted] purchased the Cobra Brown reclining sofa and the Pure Promise Warranty. The merchandise was delivered to Mr. [redacted]’s residence on 01-20-16. After reviewing Mr. [redacted]’s complaint I have reached out to the store to see if there was any way we can refund his Pure...
Promise Warranty. We will make an exception and refund Mr. [redacted]’s warranty this one time. Usually the Warranty starts the day of delivery and last for 5 years. Once the warranty is null and void we will refund the warranty in the form of an in-store credit if it was never used. The refund will be put back on Mr. [redacted]’s Visa. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
On 05/24/2015, Ms. [redacted] purchased the 6-piece Big Softie sectional, the Abaco 5-piece dinette, the 2-piece Park City Chocolate sectional and the Clarity coffee and end table. This merchandise was delivered to Ms. [redacted]’s residence in full on 06/16/2015.We would like to offer our deepest...
apologies for the trouble Ms. [redacted] experienced. This situation is not ordinary and these incidents are not typical of Value City. Ms. [redacted]s feedback was essential to realize this flow in our system and we are taking all the necessary precautions to eliminate this and similar issues from happening again.Unfortunately, we did not meet Ms. [redacted]s—or our own—expectations. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.While I cannot alter what has transpired, I have taken steps to ensure that similar incidents will not occur in the future. We deeply value Ms. [redacted]’s relationship with Value City and are committed to providing the highest level of service, simply because our customers deserve the very best.The General Manager has spoken with Ms. [redacted] and we are scheduled to deliver a new end and coffee table on 06/24/2015. The General Manager has also ensured that Ms. [redacted]’s vehicle will be resolved as soon as possible.If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 03/15/2015, Mrs. [redacted] purchased the 2-piece Santa Monica livingroom set with ottoman. This merchandise was delivered to Mrs. [redacted]’s residence on 03/26/2015.I am pleased to advise that I have contacted [redacted] Retail Bank and updated Mrs. [redacted]’s deferred interest promotion to...
12 months as requested. This change will reflect on her account within 7-10 business days and will update on her statement within 1-2 billing cycles.I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
On 06/08/2017, Ms. [redacted] purchased the 5 piece Destin Sangria patio furniture set. At the time of purchase Value City furniture had a price error on the website and the merchandise was priced at $209.95, opposed to its original price of $2,209.95 As it states in our terms and conditions “In cases...
where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order online. In the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelled. Any payments that have been authorized for that order will immediately be reversed. Should you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policy.”Value City Furniture took responsibility of the error and offered, Ms. [redacted] a discount of 25% off if she wanted to continue with the purchase. At this time the purchase has been cancelled and a refund has been submitted back to Ms. [redacted].I apologize for any inconvenience, Ms. [redacted] may have experienced. , If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
On 4/20/17, Ms. [redacted] purchased the Jaden Upholstered Queen Tufted Bed, a 2 piece Smoke Brandon sectional, as well as an additional Brandon Smoke sofa. The delivery for the merchandise is currently set for 5/3/17. Value City Furniture understands that the delay in delivery is an inconvenience...
for Ms. [redacted], and we would be able to compensate Ms. [redacted] $100 back to her original method of payment for the inconvenience in delivery. I apologize for any inconvenience this may have caused Ms. [redacted]. If Ms. [redacted] has any other questions or concerns, please feel free to contact me directly.
On 10/09/2014 Ms. [redacted] purchased the 2-piece Adrian Taupe sofa. This merchandise was delivered to Ms. [redacted]’s residence on 10/15/2014. Ms. [redacted] contacted Store Personnel on 11/18/2014 regarding damage to the front arm of the sofa. Ms. [redacted] received a replacement of the sofa on...
11/25/2014. Ms. [redacted] inspected the merchandise and signed off on the delivery sheet that the merchandise was in good condition. Ms. [redacted] contacted Store Personnel on 03/13/2015 to advise that there was another hole on the opposite sofa and the pillows had lost resiliency. Ms. [redacted] was advised that we could repair the hole and that the pillows would need to be “fluffed” in the future to keep their shape. Ms. [redacted] refused repair service on the merchandise and stated that she would like new merchandise. Our manufacturer’s warranty is solely a service warranty and refunds or replacements will not be provided. The General Manager is prepared to service Ms. [redacted]’s merchandise according to her manufacturer’s warranty. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 02/08/2012, Mr. [redacted] purchased the 3-piece Ciera Brown sectional and the 5-piece Vodara II queen bedroom set. This merchandise was delivered to Mr. [redacted]’s residence on 02/17/2012.On 01/09/2015, Mr. [redacted] contacted Uniters NA (the warranty administrator) to file a claim regarding cracking and peeling. According to the claim notes; Mr. [redacted] was advised that cracking and peeling was not covered under his warranty. Additionally; the claim states that only accidental rips, tears and burns are covered, which is stated on Mr. [redacted]’s warranty documents. According to the claim notes; Mr. [redacted] continued to ask the Uniters NA Associate if the warranty would cover the claim if he ripped the sofa and called right back.The pictures Mr. [redacted] has attached are not examples of tears but rather cracking and peeling, which is not covered under the terms and conditions of his warranty. However, the General Manager is willing to offer a courtesy one-time exchange of the merchandise included in the Uniters NA claim. I have also attached a copy of Mr. [redacted]’s 7-year Leather Protection Warranty for review of future claims should any accidental burns, rips, tears or stains arise. Mr. [redacted] may contact Store Personnel directly to schedule the one-time exchange on the sofa. I have added notes to his account explaining the terms set in my above correspondence. If Mr. [redacted] has any further questions or concerns he may contact me direct.
After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has advised Mr. [redacted] can anticipate delivery on 12/12/2015. Mr. [redacted] will receive a phone call from the delivery store the day before delivery to schedule the time frame. The General Manager also advised that he would be following up the contract delivery company to assist with resolution regarding the damage to Mr. [redacted]’s driveway. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. has any further questions or concerns he may contact me direct.
After lies and problems with delivery of furniture, the manager offered to pay our full delivery charge. This occured near the first of October, and we have still not been sent any compensation.In addition, the furniture deliverers caused 2 large scratches to our hallway to our new home. (I might add, our movers who moved all of our furniture and household belongings, never left a single mark anywhere in our home.) Perhaps compensation for repainting is in order. To top it off, we gave the American Signature movers $20 each as a tip BEFORE we found the scratched wall. When is the manager or CEO going to handle this problem?
The items purchased met the promotion running at the time (NO TAX & FREE DELIVERY), therefore, I paid the price of $449.99 for the sofa.
I was unable to locate an invoice for Ms. [redacted] regarding her complaint. In 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 resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####Karema.H[redacted]@americansignature.com
On 08/03/2013 Mr. [redacted] purchased the Ventana Mist 4-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 08/08/2013. After receiving Mr. [redacted]’s Revdex.com Complaint the General Manager has contacted Mr. [redacted] to resolve the issues that he is having with the...
merchandise. In the interest of Customer Service the General Manager has offered Mr. [redacted] full in store credit to choose new merchandise or a full refund if Mr. [redacted] would like to return the merchandise. Mr. [redacted] can contact the General Manager at ###-###-#### to advise which option would work best for him to resolve his Revdex.com complaint. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
:I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
After secondly reviewing Ms. [redacted]s invoice I am showing she paid $800 on the 2 piece Cordoba sectional with the tax of $56 in tax. A reselect would be granted in the amount of $856.00 since that is the amount Ms. [redacted]s paid for her furniture. Ms. [redacted]s also purchased the Pure Promise warranty In the amount of $129.99 Ms. [redacted]s wouldn’t get that money back in the reselect amount but the warranty would be transferred to her new merchandise once Ms. [redacted]s selects new merchandise.I apologize for any inconvenience Ms. [redacted]s may have experienced. If Ms. [redacted]s has any further questions or concerns she may contact me direct.
On 06/27/2015, Ms. [redacted] purchased the Sundance Mocha 2 piece Power sofa and Loveseat. The merchandise was delivered to Ms. [redacted]’s residence on 07/01/2015.After receiving Ms. [redacted]’s complaint I have been advised that any warranty discrepancies would have to be handled by the Pure Promise warranty...
company. I have see that Ms. [redacted] made her purchase on the Value City website and the Pure Promise warranty policy is on the website where it states any incident must be filed within 15 days from the incident. Ms. [redacted] may dispute her denial by emailing ([email protected]). I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
[redacted] didn't recovery all the facts / complaints..there we're several complaints after the exchange
On 12/17/2017, Mr. [redacted] purchased the Robertson Beige sofa and the Robertson Beige chair ½. The furniture was delivered to Mr. [redacted]’ residence on 12/30/2017.We understand Mr. [redacted]’ concerns and apologize for the experience that he has had with our company. Our insurance company visited Mr. [redacted]’...
residence on 1/2/2018 to assess the damages. Once they received information that Mr. [redacted] accepted $200 as compensation for the damages, our insurance company closed their case. The refund was processed on 1/3/2018 to the original method of payment. If Mr. [redacted] has any further questions or concerns, he can contact our store location’s General Manager at ###-###-####. Mr. [redacted] can also contact Customer Care at 1/###-###-####. Sincerely, Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
On 4/18/15, Mr. [redacted] purchased the Park City Chocolate reclining console love seat. The furniture was delivered to Mr. [redacted]’s residence on 4/23/15.We apologize for the issues that Mr. [redacted] has encountered with the love seat and are working to resolve the issue for him. The General Manager at...
the store location has agreed to send his Service Technician to Mr. [redacted]’s residence on 1/2/18 with the correct parts to repair the love seat. In order to appease Mr. [redacted], the General Manager has also refunded $64.19 to Mr. [redacted]’s credit card that is on file. If Mr. [redacted] has any further questions or concerns, he can contact our store location at ###-###-####.Sincerely,Ashley H[redacted]
Ms. M[redacted] has received a phone call this morning notifying her that we are unable to include the rent payment that she is requesting. A Legal Release is being drawn and when our department obtains the final copy, the General Manager will sign the document, and Ms. M[redacted] will receive the document via email to review, sign, and return. Ms. M[redacted] is aware of the procedure from this point and contact will be made with her from this point.
On 01-05-2016, Mr. [redacted] purchased the Cobra Brown reclining sofa and the Pure Promise Warranty. The merchandise was delivered to Mr. [redacted]’s residence on 01-20-16. After reviewing Mr. [redacted]’s complaint I have reached out to the store to see if there was any way we can refund his Pure...
Promise Warranty. We will make an exception and refund Mr. [redacted]’s warranty this one time. Usually the Warranty starts the day of delivery and last for 5 years. Once the warranty is null and void we will refund the warranty in the form of an in-store credit if it was never used. The refund will be put back on Mr. [redacted]’s Visa. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
On 05/24/2015, Ms. [redacted] purchased the 6-piece Big Softie sectional, the Abaco 5-piece dinette, the 2-piece Park City Chocolate sectional and the Clarity coffee and end table. This merchandise was delivered to Ms. [redacted]’s residence in full on 06/16/2015.We would like to offer our deepest...
apologies for the trouble Ms. [redacted] experienced. This situation is not ordinary and these incidents are not typical of Value City. Ms. [redacted]s feedback was essential to realize this flow in our system and we are taking all the necessary precautions to eliminate this and similar issues from happening again.Unfortunately, we did not meet Ms. [redacted]s—or our own—expectations. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.While I cannot alter what has transpired, I have taken steps to ensure that similar incidents will not occur in the future. We deeply value Ms. [redacted]’s relationship with Value City and are committed to providing the highest level of service, simply because our customers deserve the very best.The General Manager has spoken with Ms. [redacted] and we are scheduled to deliver a new end and coffee table on 06/24/2015. The General Manager has also ensured that Ms. [redacted]’s vehicle will be resolved as soon as possible.If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 03/15/2015, Mrs. [redacted] purchased the 2-piece Santa Monica livingroom set with ottoman. This merchandise was delivered to Mrs. [redacted]’s residence on 03/26/2015.I am pleased to advise that I have contacted [redacted] Retail Bank and updated Mrs. [redacted]’s deferred interest promotion to...
12 months as requested. This change will reflect on her account within 7-10 business days and will update on her statement within 1-2 billing cycles.I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
On 06/08/2017, Ms. [redacted] purchased the 5 piece Destin Sangria patio furniture set. At the time of purchase Value City furniture had a price error on the website and the merchandise was priced at $209.95, opposed to its original price of $2,209.95 As it states in our terms and conditions “In cases...
where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order online. In the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelled. Any payments that have been authorized for that order will immediately be reversed. Should you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policy.”Value City Furniture took responsibility of the error and offered, Ms. [redacted] a discount of 25% off if she wanted to continue with the purchase. At this time the purchase has been cancelled and a refund has been submitted back to Ms. [redacted].I apologize for any inconvenience, Ms. [redacted] may have experienced. , If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
On 4/20/17, Ms. [redacted] purchased the Jaden Upholstered Queen Tufted Bed, a 2 piece Smoke Brandon sectional, as well as an additional Brandon Smoke sofa. The delivery for the merchandise is currently set for 5/3/17. Value City Furniture understands that the delay in delivery is an inconvenience...
for Ms. [redacted], and we would be able to compensate Ms. [redacted] $100 back to her original method of payment for the inconvenience in delivery. I apologize for any inconvenience this may have caused Ms. [redacted]. If Ms. [redacted] has any other questions or concerns, please feel free to contact me directly.
On 10/09/2014 Ms. [redacted] purchased the 2-piece Adrian Taupe sofa. This merchandise was delivered to Ms. [redacted]’s residence on 10/15/2014. Ms. [redacted] contacted Store Personnel on 11/18/2014 regarding damage to the front arm of the sofa. Ms. [redacted] received a replacement of the sofa on...
11/25/2014. Ms. [redacted] inspected the merchandise and signed off on the delivery sheet that the merchandise was in good condition. Ms. [redacted] contacted Store Personnel on 03/13/2015 to advise that there was another hole on the opposite sofa and the pillows had lost resiliency. Ms. [redacted] was advised that we could repair the hole and that the pillows would need to be “fluffed” in the future to keep their shape. Ms. [redacted] refused repair service on the merchandise and stated that she would like new merchandise. Our manufacturer’s warranty is solely a service warranty and refunds or replacements will not be provided. The General Manager is prepared to service Ms. [redacted]’s merchandise according to her manufacturer’s warranty. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 02/08/2012, Mr. [redacted] purchased the 3-piece Ciera Brown sectional and the 5-piece Vodara II queen bedroom set. This merchandise was delivered to Mr. [redacted]’s residence on 02/17/2012.On 01/09/2015, Mr. [redacted] contacted Uniters NA (the warranty administrator) to file a claim regarding cracking and peeling. According to the claim notes; Mr. [redacted] was advised that cracking and peeling was not covered under his warranty. Additionally; the claim states that only accidental rips, tears and burns are covered, which is stated on Mr. [redacted]’s warranty documents. According to the claim notes; Mr. [redacted] continued to ask the Uniters NA Associate if the warranty would cover the claim if he ripped the sofa and called right back.The pictures Mr. [redacted] has attached are not examples of tears but rather cracking and peeling, which is not covered under the terms and conditions of his warranty. However, the General Manager is willing to offer a courtesy one-time exchange of the merchandise included in the Uniters NA claim. I have also attached a copy of Mr. [redacted]’s 7-year Leather Protection Warranty for review of future claims should any accidental burns, rips, tears or stains arise. Mr. [redacted] may contact Store Personnel directly to schedule the one-time exchange on the sofa. I have added notes to his account explaining the terms set in my above correspondence. If Mr. [redacted] has any further questions or concerns he may contact me direct.
After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has advised Mr. [redacted] can anticipate delivery on 12/12/2015. Mr. [redacted] will receive a phone call from the delivery store the day before delivery to schedule the time frame. The General Manager also advised that he would be following up the contract delivery company to assist with resolution regarding the damage to Mr. [redacted]’s driveway. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. has any further questions or concerns he may contact me direct.
After lies and problems with delivery of furniture, the manager offered to pay our full delivery charge. This occured near the first of October, and we have still not been sent any compensation.In addition, the furniture deliverers caused 2 large scratches to our hallway to our new home. (I might add, our movers who moved all of our furniture and household belongings, never left a single mark anywhere in our home.) Perhaps compensation for repainting is in order. To top it off, we gave the American Signature movers $20 each as a tip BEFORE we found the scratched wall. When is the manager or CEO going to handle this problem?