I understand the response from VCF and very grateful they finally refunded our money, however; I feel that the company did not care about us as customers. They were very difficult to deal with and the movers were not cooperative as well. Both my wife and I had to miss work because of the issue on 06/05/2015 and lost wages because of this. I feel that the company should be responsible for the time we had to take off since they did not replace our furniture on the day they promised us it would be, which was the 06/05/2015.When we called and spoke to an associate that identified himself as [redacted] on 06/13/2015 when the second dresser was also broken he was vague and not very helpful and told us he would return our call once he figured out what was going on. After 30 minutes, he did not return our call so we call the store back and he refused to come to the phone and the female associate indicated that [redacted] would call us back when furniture was returned to the store. Again, he did not return our call. Also, when the contracted movers refused to give us a receipt that they took our furniture and argued with us about it was very frustrating. They finally allowed us to write on the log what they took and allowed my wife sign the document after we got upset about them not giving us anything that they took the furniture. Overall, I feel that this process was very unprofessional and handle poorly. We will never shop at VCF or refer anyone to this company for future purchases.
After receiving Ms. [redacted]’s complaint I have spoken with the Store Manager who advised me that the total cost of Ms. [redacted]’s invoice is $2,172.94, after her invoice was corrected. Ms. [redacted] can contact Customer Care (888-751-8552) and make her payment to avoid going back to the store if she...
chooses.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
This request has been approved. The refund check request was put in on Tuesday 11/28/17 and will be available in store at our [redacted] location on 12/7/17. If available sooner you will be contacted via the phone number ###-###-####. Please let us know if any additional detail is needed.
Mr. [redacted] can contact the General Manager directly at ###-###-#### and advise that he is following up on his claim with the Revdex.com. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
6/16??? Are you serious?? That is over a MONTH after the initial purchase!! And who is to say your warehouse won't screw up this delivery too? You know, as in when you were allegedly delivering it last week, only to find out 4 HOURS AFTER you were supposed to be there that they "forgot" to load the dresser on the truck. And you know how we found out?? Because WE called the store, not because you had the decency to call us! And don't even get me started on calling the store...it's either lying and claiming the manager is in a meeting, or your "customer service" person laughing at us, or being hung up on. You better come up with a more reasonable time frame to fix YOUR multiple mistakes.
I am rejecting this response because:
Regards,
Nicole [redacted]
Upon receiving Ms. [redacted]s Revdex.com Complaint I have made contact with the Store Manager and Synchrony Financial Bank, Unfortunately there is no possible way we can remove an hard pull on a credit report. While we can’t remove the hard pull, Ms. [redacted] can dispute the inquiry...
with the Credit Bureau.While I cannot alter what has transpired, I have taken steps to ensure that similar incidents will not occur in the future. 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: ###-###-####Karema.H[redacted]@AmericanSignature.com
I have been after them since day 1 and for 6 months saying about the missing pillow. I was assured they had put in my order for the new paisley/flower pillow when I called in the day we picked up the sofa. I asked if they would keep me informed of when they would receive the tracking number and to keep me posted on when I should be receiving the pillow. The girl told me she would. I didn't hear a thing!!! I called a couple weeks later asking if there was a tracking number for me pillow. I was told it was never ordered and was then given a lame excuse that the computer system was down. The guy told me he would put in for a pillow delivered to my house. I asked again about a tracking number and he said they don't have one. I contacted them again a few weeks later. This time I spoke to the manager I believe at the store. She said there was no tracking number for my pillow and that it will take 12 weeks to receive the pillow. I told her that was unacceptable and she got rude with me. I asked if there were any pillows at the store that we could have and she said no. Another few weeks went by this time I went online to facebook and contacted your company directly on there. I have a conversation with them on there about the whole thing as well. Its funny how they all of a sudden can overnight a pillow to me, so they say, to be delivered to my house when that is all I have been asking of them to do from the get go. Our family is a one income family so we saved up to buy this sofa thinking this would be a good investment, but all it is is a big headache! We are not happy with the sofa not only for the pillow issue, but the poor quality of the sofa itself. Its fraying and the cushions are squishing down lower like you would expect out of a sofa you have had for 10 years! That was the whole reason why we got a new one since our other one we had for 10 plus years was wearing out!! We are overall unsatisified with this whole situation!!
I appreciate Ms. [redacted] sending updated pictures for the Revdex.com. I kindly ask that Ms. [redacted] provide the Revdex.com or the Store a copy of the receipt for the cleaning of the mattress. Once the receipt is provided, we will be able to move forward with the requested service.Sincerely,Jenna C[redacted]Phone: ###-###-#### Ext: 6966#Fax: ###-###-####Jenna.C[redacted]@AmericanSignature.com
While I understand Ms. [redacted]’s frustrations, she was advised that when the merchandise was exchanged there would be no additional warranty on the replacement merchandise. The General Manager exchanged Ms. [redacted]’s merchandise due to not being able to complete the repair. Unfortunately, we will be unable to repair or exchange her current merchandise. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 12/13/2015, Ms. [redacted] purchased the Burnham Mogano leather sofa. This merchandise was delivered to Mr. [redacted]’s residence on 12/14/2015.Ms. [redacted] has spoken with multiple Managers at both the Home Office and the store in regards to her situation. Unfortunately, Ms. [redacted] requested to...
purchase the discontinued leather sofa and requested we bring the set in from a different delivery center. We also offered Ms. [redacted] almost $600 in discounts for this merchandise after multiple conversations. It appears on the invoice that Ms. [redacted] was charged in 2 different increments; $105.99 and $954.00. Please be assured that Ms. [redacted] was not charged for delivery but for merchandise plus tax only. At this time, due to the significant discounts Ms. [redacted] has received, we will not be able to service her merchandise. If Ms. [redacted] is unsatisfied with her merchandise, we apologize, however; she may request a return and we can pick up the merchandise for a full refund.
On 10/10/14, Mr. [redacted] purchased the Park City Gray 3 piece living room set, the Carson rectangular cocktail table, and two of the Carson end tables.The General Manager at the store location has contacted Mr. [redacted] and notified him that he has the option of either having the furniture exchanged with...
brand new items from the same collection, or he can receive an in-store credit to reselect to different furniture. Mr. [redacted] will contact the General Manager once he has made a decision.I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
Ms. [redacted] received a total refund of $450.00 for her inconveniences regarding her order. Unfortunately, we will not be able to offer any additional compensation based on the amount already offered. Additionally, Ms. [redacted] was asked to send in pictures regarding the damage to her carpet to determine the extent of the damages. We would also accept a quote or receipt of cleaning. At this time, we have not received the requested pictures and look forward to her reply. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 04/24/2013, Mr. [redacted] purchased the Monterey Beige 2-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 05/01/2013. Mr. [redacted] notified Uniters regarding cracking and peeling on the Monterey Beige 2-piece sectional. Mr. [redacted] was advised by the warranty company that his...
claim was denied for cracking and peeling. We do not have a warranty that covers cracking and peeling. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager reached out to Mr. [redacted]. In the interest of Customer Service the General Manager has offered Mr. [redacted] full credit to select new merchandise. The General Manager has advised Mr. [redacted] will be coming into the store to select new merchandise. If Mr. [redacted] is not able to find merchandise to his satisfaction, the General Manager will advise of a different resolution. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
[redacted] contacted me via email regarding the additional issues she is experiencing with her furniture. At this time, I have requested that [redacted] contact the store at ###-###-#### so that they may assist her further. [redacted] has been sent the Terms and Conditions of the one-year manufactures warranty and understands that the replacement of the nightstand is a onetime exception for her case. I apologize for any inconvenience this may have caused [redacted]. If [redacted] has any other questions or concerns, please feel free to contact the store at ###-###-####. Sincerely, Marian H[redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
There is absolutely no stains due to pets. They are water stains on the couch which I even asked the technition how to clean it while he was here. Again, I have two 8 lb dogs that do not go on the sofa and are house broken and stay in their cage while I am not home (and the whole time the technician was here). He advised me to place the fabric from the cushions in the washer and to not tell the warranty company I was doing so (which I have no done) so instead I just flipped the cushions for now and there are no stains other than small spots from water or possibly spit up from my 6 month old daughter (which can be cleaned). The dates are also wrong because while I was on the phone with the warranty company she informed me that the day I was calling was the 14th day. And if it was passed the 14th day that the sofa would not be covered therefore they sent someone out to repair the seams (which they would not have done if it was passed the time period). So that does not make sense at all. Also, the technition was very unprofessional making racist comments, asking me about my diamond ring and asking why "all white girls have huge solitaire diamonds" he was also promoting his own company on the side saying that he could clean the couch for me. So this is the type of technitions value city is relying on to approve or deny the warranty for my sofa? Very wrong and disappointing.
I would like to apologize to Mrs. [redacted] for the inconvenience she has experienced with Value City Furniture. I have confirmed that a check has been issued and can be sent to Mrs. [redacted] by mail through Fedex. If Mrs. [redacted] chooses she can also pick up the check tomorrow at the Lexington...
location tomorrow if that is better for her. I apologize for any inconvenience may Mrs. [redacted] have experienced. If Mrs. [redacted] has any further questions or concerns she 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.
Regards,
[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I am going to search on their website and will order it as suggested. In case there is any issue/problem I will respond to Revdex.com. Thanks for providing assistance and helping out.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The replacement set was delivered on Saturday 10/24/15.
I understand the response from VCF and very grateful they finally refunded our money, however; I feel that the company did not care about us as customers. They were very difficult to deal with and the movers were not cooperative as well. Both my wife and I had to miss work because of the issue on 06/05/2015 and lost wages because of this. I feel that the company should be responsible for the time we had to take off since they did not replace our furniture on the day they promised us it would be, which was the 06/05/2015.When we called and spoke to an associate that identified himself as [redacted] on 06/13/2015 when the second dresser was also broken he was vague and not very helpful and told us he would return our call once he figured out what was going on. After 30 minutes, he did not return our call so we call the store back and he refused to come to the phone and the female associate indicated that [redacted] would call us back when furniture was returned to the store. Again, he did not return our call. Also, when the contracted movers refused to give us a receipt that they took our furniture and argued with us about it was very frustrating. They finally allowed us to write on the log what they took and allowed my wife sign the document after we got upset about them not giving us anything that they took the furniture. Overall, I feel that this process was very unprofessional and handle poorly. We will never shop at VCF or refer anyone to this company for future purchases.
After receiving Ms. [redacted]’s complaint I have spoken with the Store Manager who advised me that the total cost of Ms. [redacted]’s invoice is $2,172.94, after her invoice was corrected. Ms. [redacted] can contact Customer Care (888-751-8552) and make her payment to avoid going back to the store if she...
chooses.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
This request has been approved. The refund check request was put in on Tuesday 11/28/17 and will be available in store at our [redacted] location on 12/7/17. If available sooner you will be contacted via the phone number ###-###-####. Please let us know if any additional detail is needed.
Mr. [redacted] can contact the General Manager directly at ###-###-#### and advise that he is following up on his claim with the Revdex.com. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
6/16??? Are you serious?? That is over a MONTH after the initial purchase!! And who is to say your warehouse won't screw up this delivery too? You know, as in when you were allegedly delivering it last week, only to find out 4 HOURS AFTER you were supposed to be there that they "forgot" to load the dresser on the truck. And you know how we found out?? Because WE called the store, not because you had the decency to call us! And don't even get me started on calling the store...it's either lying and claiming the manager is in a meeting, or your "customer service" person laughing at us, or being hung up on. You better come up with a more reasonable time frame to fix YOUR multiple mistakes.
I am rejecting this response because:
Regards,
Nicole [redacted]
Upon receiving Ms. [redacted]s Revdex.com Complaint I have made contact with the Store Manager and Synchrony Financial Bank, Unfortunately there is no possible way we can remove an hard pull on a credit report. While we can’t remove the hard pull, Ms. [redacted] can dispute the inquiry...
with the Credit Bureau.While I cannot alter what has transpired, I have taken steps to ensure that similar incidents will not occur in the future. 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: ###-###-####Karema.H[redacted]@AmericanSignature.com
I have been after them since day 1 and for 6 months saying about the missing pillow. I was assured they had put in my order for the new paisley/flower pillow when I called in the day we picked up the sofa. I asked if they would keep me informed of when they would receive the tracking number and to keep me posted on when I should be receiving the pillow. The girl told me she would. I didn't hear a thing!!! I called a couple weeks later asking if there was a tracking number for me pillow. I was told it was never ordered and was then given a lame excuse that the computer system was down. The guy told me he would put in for a pillow delivered to my house. I asked again about a tracking number and he said they don't have one. I contacted them again a few weeks later. This time I spoke to the manager I believe at the store. She said there was no tracking number for my pillow and that it will take 12 weeks to receive the pillow. I told her that was unacceptable and she got rude with me. I asked if there were any pillows at the store that we could have and she said no. Another few weeks went by this time I went online to facebook and contacted your company directly on there. I have a conversation with them on there about the whole thing as well. Its funny how they all of a sudden can overnight a pillow to me, so they say, to be delivered to my house when that is all I have been asking of them to do from the get go. Our family is a one income family so we saved up to buy this sofa thinking this would be a good investment, but all it is is a big headache! We are not happy with the sofa not only for the pillow issue, but the poor quality of the sofa itself. Its fraying and the cushions are squishing down lower like you would expect out of a sofa you have had for 10 years! That was the whole reason why we got a new one since our other one we had for 10 plus years was wearing out!! We are overall unsatisified with this whole situation!!
I appreciate Ms. [redacted] sending updated pictures for the Revdex.com. I kindly ask that Ms. [redacted] provide the Revdex.com or the Store a copy of the receipt for the cleaning of the mattress. Once the receipt is provided, we will be able to move forward with the requested service.Sincerely,Jenna C[redacted]Phone: ###-###-#### Ext: 6966#Fax: ###-###-####Jenna.C[redacted]@AmericanSignature.com
While I understand Ms. [redacted]’s frustrations, she was advised that when the merchandise was exchanged there would be no additional warranty on the replacement merchandise. The General Manager exchanged Ms. [redacted]’s merchandise due to not being able to complete the repair. Unfortunately, we will be unable to repair or exchange her current merchandise. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Mr. [redacted] called Revdex.com and stated that he tried the number in the letter from VCF but it was a fax number.
On 12/13/2015, Ms. [redacted] purchased the Burnham Mogano leather sofa. This merchandise was delivered to Mr. [redacted]’s residence on 12/14/2015.Ms. [redacted] has spoken with multiple Managers at both the Home Office and the store in regards to her situation. Unfortunately, Ms. [redacted] requested to...
purchase the discontinued leather sofa and requested we bring the set in from a different delivery center. We also offered Ms. [redacted] almost $600 in discounts for this merchandise after multiple conversations. It appears on the invoice that Ms. [redacted] was charged in 2 different increments; $105.99 and $954.00. Please be assured that Ms. [redacted] was not charged for delivery but for merchandise plus tax only. At this time, due to the significant discounts Ms. [redacted] has received, we will not be able to service her merchandise. If Ms. [redacted] is unsatisfied with her merchandise, we apologize, however; she may request a return and we can pick up the merchandise for a full refund.
On 10/10/14, Mr. [redacted] purchased the Park City Gray 3 piece living room set, the Carson rectangular cocktail table, and two of the Carson end tables.The General Manager at the store location has contacted Mr. [redacted] and notified him that he has the option of either having the furniture exchanged with...
brand new items from the same collection, or he can receive an in-store credit to reselect to different furniture. Mr. [redacted] will contact the General Manager once he has made a decision.I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
Ms. [redacted] received a total refund of $450.00 for her inconveniences regarding her order. Unfortunately, we will not be able to offer any additional compensation based on the amount already offered. Additionally, Ms. [redacted] was asked to send in pictures regarding the damage to her carpet to determine the extent of the damages. We would also accept a quote or receipt of cleaning. At this time, we have not received the requested pictures and look forward to her reply. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 04/24/2013, Mr. [redacted] purchased the Monterey Beige 2-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 05/01/2013. Mr. [redacted] notified Uniters regarding cracking and peeling on the Monterey Beige 2-piece sectional. Mr. [redacted] was advised by the warranty company that his...
claim was denied for cracking and peeling. We do not have a warranty that covers cracking and peeling. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager reached out to Mr. [redacted]. In the interest of Customer Service the General Manager has offered Mr. [redacted] full credit to select new merchandise. The General Manager has advised Mr. [redacted] will be coming into the store to select new merchandise. If Mr. [redacted] is not able to find merchandise to his satisfaction, the General Manager will advise of a different resolution. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
[redacted] contacted me via email regarding the additional issues she is experiencing with her furniture. At this time, I have requested that [redacted] contact the store at ###-###-#### so that they may assist her further. [redacted] has been sent the Terms and Conditions of the one-year manufactures warranty and understands that the replacement of the nightstand is a onetime exception for her case. I apologize for any inconvenience this may have caused [redacted]. If [redacted] has any other questions or concerns, please feel free to contact the store at ###-###-####. Sincerely, Marian H[redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
There is absolutely no stains due to pets. They are water stains on the couch which I even asked the technition how to clean it while he was here. Again, I have two 8 lb dogs that do not go on the sofa and are house broken and stay in their cage while I am not home (and the whole time the technician was here). He advised me to place the fabric from the cushions in the washer and to not tell the warranty company I was doing so (which I have no done) so instead I just flipped the cushions for now and there are no stains other than small spots from water or possibly spit up from my 6 month old daughter (which can be cleaned). The dates are also wrong because while I was on the phone with the warranty company she informed me that the day I was calling was the 14th day. And if it was passed the 14th day that the sofa would not be covered therefore they sent someone out to repair the seams (which they would not have done if it was passed the time period). So that does not make sense at all. Also, the technition was very unprofessional making racist comments, asking me about my diamond ring and asking why "all white girls have huge solitaire diamonds" he was also promoting his own company on the side saying that he could clean the couch for me. So this is the type of technitions value city is relying on to approve or deny the warranty for my sofa? Very wrong and disappointing.
I would like to apologize to Mrs. [redacted] for the inconvenience she has experienced with Value City Furniture. I have confirmed that a check has been issued and can be sent to Mrs. [redacted] by mail through Fedex. If Mrs. [redacted] chooses she can also pick up the check tomorrow at the Lexington...
location tomorrow if that is better for her. I apologize for any inconvenience may Mrs. [redacted] have experienced. If Mrs. [redacted] has any further questions or concerns she 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.
Regards,
[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I am going to search on their website and will order it as suggested. In case there is any issue/problem I will respond to Revdex.com. Thanks for providing assistance and helping out.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The replacement set was delivered on Saturday 10/24/15.