On 11/27/2015 Mr. /Ms. [redacted] purchased the 72” Fireplace & Sound bar, the 5PC Aventura sectional, Carey twin daybed, Mirage twin mattress, and the Aventura white ottoman. This merchandise was delivered to Mr. /Ms. [redacted]’s residence on 12/11/2015. Mr. /Ms. [redacted] also purchased the [redacted]...
[redacted] warranty.Upon receiving Mr. /Ms. [redacted]’s information through the Revdex.com, I contacted the General Manager. He has arranged 1 last exchange, as Mr. /Ms. [redacted] has agreed for a final attempt for satisfaction. This exchange is scheduled for 02/19/2016. I apologize for any inconvenience Mr. /Ms. [redacted] may have experienced. If Mr. /Ms. [redacted] has any further questions or concerns they may contact me direct.
I was told at time of purchase that I will be covered for five years. Nowhere on the brochure or the receipt it said how long is the coverage. I will not accept anything but a repair, replacement, or full credit for the couch. Do understand that bringing this sofa all the way to Delaware from Pennsylvania wil require me to pay for a rental vehicle large enough to pick this up along with any other fees since all of the nearby locations for American signature have shut down in my area.
I have not received payment from value city furniture as of yet. I did contact value city furniture on 4/25/2016 and asked about the check payment in the amount of 557.00, and was told by customer service to give them a call back on Friday 4/29/2016.I would like my complaint to stay open until I have received payment of 557.00 from value city furniture.
I called Value City this morning 7/20 and cancelled the purchase and delivery of Westover chair. Is till have not been compensated appropriately for inconvenience of miscommunications and timely delivery of complete bedroom set. I had to purchase another bed from a different retailer in order to have something to sleep on for 5 days until the headboard arrives. Value City has not guaranteed that my headboard will arrive without damage on 7/22. I need to be compensated for this major inconvenience.
Upon reviewing Ms. [redacted] complaint I have contacted Mr. [redacted] personally to schedule an even exchange for the damaged nightstand. An even exchange has successfully been scheduled and a new nightstand will be delivered to Ms. [redacted] next week.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,[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
Ms. [redacted] was offered a $25 gift card for the inconvenience, At this time if Ms. [redacted] would like to take the $25 back as a refund back to her method of payment Value City Furniture can offer that. Outside of that option there is no further compensation we can offer Ms. [redacted]. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]
I have contacted Synchrony Financial with Ms. [redacted] on the phone call as well and we have gotten all fees waived and Ms. [redacted] now has a zero balance on her account.
Our office has received your correspondence regarding Ms. [redacted]’s inquiry. Please be advised that the order in which Ms. [redacted] is referencing is under the name Booker [redacted]. I have attached supporting documents and signed receipts for your review.On 10/11/2014, Mr. [redacted] visited...
the Northlake, IL store and ordered the Mandalay Chocolate sofa, loveseat and chair and was charged $1056.48. Mr. [redacted] also added the 8-piece Clarion bedroom set to his order on 10/11/2015 and paid an additional $986.44. Mr. [redacted] was charged a total of $2042.93 on his Synchrony Credit Card in 2 different transactions on invoice 65-497505.On 10/19/2014, Mr. [redacted] advised that he wanted to remove the entire Mandalay Chocolate livingroom set from his order. At this time, a refund was pending on his invoice in the amount of $1061.93.On 10/19/2014, Mr. [redacted] decided that he wanted to purchase the 3-piece Maverick Brown livingroom set. Store Personnel created a new invoice, 65-497951 and added the merchandise to his new order totaling $1221.35. Store Personnel then transferred $1061.93 from invoice 65-497505 and charged $159.42 to Mr. [redacted]’s Synchrony Credit Card. At that time, the order was paid in full and he received delivery on 10/25/2014.On 10/25/2015, Mr. [redacted] also decided that he no longer wanted to purchase the 8-piece Clarion bedroom set due to damages and this merchandise was removed from the original order. Mr. [redacted] had a remaining refund on his original invoice, [redacted] of 980.99 after the removal of the bedroom set and transfer to the new invoice for the Maverick Brown livingroom set.Additionally, on 10/25/2014, Mr. [redacted] added the Arts and Crafts 6-piece bedroom set with chest and the Invigorate queen mattress to his original order. The cost of this merchandise totaled $3099.42. Mr. [redacted] had a refund of $980.99 from his original order that was applied to the new merchandise and the remaining balance due was $2118.43. Mr. [redacted] applied the remaining balance to his Synchrony Credit Card. At that time, the order was paid in full and delivery was accepted on 10/30/2014. According to our records, Mr. [redacted] is not due any additional refunds from Value City Furniture. Mr. [redacted] did cancel his original merchandise, however those funds were applied to new merchandise and delivery was accepted. Sincerely,Jenna C[redacted]
I initially wanted the accent chair and was willing to pay for it but by the time I talked with the General Manager, the thrill had ended and I have to have a level of respect for myself, meaning, if I still purchased the accent chair after the absolute terrible customer service, then what would prevent Value City from doing the same thing again. The proper resolution if Value City was truly sorry for the terrible service would be to discount the chair and deliver or take a hit and give it to me for free. I know my thinking is off and is not in line with the standards of value city after all, how can they make millions by giving away a three hundred dollar chair. I declined the offer and decided to find another accent chair. The GM said I can change my mind at any time over the next 60 days and he would honor the request. I'm just soured right now and will advise everyone I know not to shop at value city furniture.
On 5/08/2017 Mr. [redacted] purchased the 5 piece Queen Bally bedroom suit. All the items apart from the dresser were picked up 5/12/2017. Value City Furniture understands that this an inconvenience to Mr. [redacted], and we can offer Mr. [redacted] free delivery of his replacement dresser and a 50-dollar...
discount on the replacement. A voicemail was left on the contact number provided offering Mr. [redacted] the discount as well as the free delivery. If Mr. [redacted] would like to go forward with this offer, he can contact me directly. I apologize for any inconvenience this may have caused Mr. [redacted]. If Mr. [redacted] has any other questions or concerns, please feel free to contact me directly. Sincerely, Marian H[redacted]
After reviewing [redacted] complaint, I have been informed by the Store Manager that she has invited [redacted] into the store for an in-store credit regarding her defective merchandise. American Signature is also doing a courtesy service on the remaining pieces on [redacted] residence. [redacted] has...
agreed with the solution. I apologize for any inconvenience [redacted] may have experienced. If [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I have confirmed that another chair was ordered and delivered to Mrs. [redacted]’s residence. Due to the inconvenience it would be for Mrs. [redacted] to return the damaged chair she may dispose of the chair since another chair has already been received. If Mrs. [redacted] would like to return her chairs she may do so at any time. I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
At this time, Value City Furniture has a cracking and peeling guideline that is being enforced at all store and corporate locations. There is nothing in the policy that states a customer would get a refund for the merchandise. Please keep in mind that not all cracking and peeling cases are identical and the solution offered is based solely off Ms. [redacted]s invoice.There will be no other offer submitted for Ms. [redacted]. 60% in-store credit and a discounted delivery fee is the absolute most we can offer.Sincerely,Karema H[redacted]
After speaking with the General Manager has advised they contacted the Ms. [redacted]. The General Manager has advised that they have ordered a new back for the Avenger Godiva recliner and will notify Ms. [redacted] once it arrives at the store. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
The General Manager contacted Mr. [redacted] and has scheduled an exchange for the loveseat and recliner.I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11994415, and find the resolution is satisfactory to me.
Regards,
Renata B[redacted]
On 10/14/2015, Ms. [redacted] purchased the Cobra Brown recliner without any warranty in the as-is section of our retail store. This merchandise was picked up by Ms. [redacted] the same day as purchased. On 10/30/2015, Ms. [redacted] reached out regarding the frame being broken on the recliner. Ms....
[redacted] expressed that 3 people had sat on the chair since purchasing but had only just noticed the frame being broken.In the interest of customer service, the Assistant Manager has allowed Ms. [redacted] to return her as-is recliner for an in store credit. Ms. [redacted] will need to return the merchandise to the store and choose replacement merchandise. Ms. [redacted] will be responsible for picking up the new merchandise or paying for delivery. If Ms. [redacted] chooses merchandise that costs more than her original purchase, she will be responsible for paying the difference.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,Jenna C[redacted]
I apologize for the delay in our resolution regarding Mr. [redacted]’s complaint. I kindly ask that Mr. [redacted] reject this response and allow additional time for his desired resolution. Please be assured that we are working diligently with the store location’s General Manager and I...
appreciate Mr. [redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
Value City Furniture has resolved my issue to my satisfaction. Thanks for your help!
On 11/27/2015 Mr. /Ms. [redacted] purchased the 72” Fireplace & Sound bar, the 5PC Aventura sectional, Carey twin daybed, Mirage twin mattress, and the Aventura white ottoman. This merchandise was delivered to Mr. /Ms. [redacted]’s residence on 12/11/2015. Mr. /Ms. [redacted] also purchased the [redacted]...
[redacted] warranty.Upon receiving Mr. /Ms. [redacted]’s information through the Revdex.com, I contacted the General Manager. He has arranged 1 last exchange, as Mr. /Ms. [redacted] has agreed for a final attempt for satisfaction. This exchange is scheduled for 02/19/2016. I apologize for any inconvenience Mr. /Ms. [redacted] may have experienced. If Mr. /Ms. [redacted] has any further questions or concerns they may contact me direct.
I was told at time of purchase that I will be covered for five years. Nowhere on the brochure or the receipt it said how long is the coverage. I will not accept anything but a repair, replacement, or full credit for the couch. Do understand that bringing this sofa all the way to Delaware from Pennsylvania wil require me to pay for a rental vehicle large enough to pick this up along with any other fees since all of the nearby locations for American signature have shut down in my area.
I have not received payment from value city furniture as of yet. I did contact value city furniture on 4/25/2016 and asked about the check payment in the amount of 557.00, and was told by customer service to give them a call back on Friday 4/29/2016.I would like my complaint to stay open until I have received payment of 557.00 from value city furniture.
I called Value City this morning 7/20 and cancelled the purchase and delivery of Westover chair. Is till have not been compensated appropriately for inconvenience of miscommunications and timely delivery of complete bedroom set. I had to purchase another bed from a different retailer in order to have something to sleep on for 5 days until the headboard arrives. Value City has not guaranteed that my headboard will arrive without damage on 7/22. I need to be compensated for this major inconvenience.
Upon reviewing Ms. [redacted] complaint I have contacted Mr. [redacted] personally to schedule an even exchange for the damaged nightstand. An even exchange has successfully been scheduled and a new nightstand will be delivered to Ms. [redacted] next week.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,[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
Ms. [redacted] was offered a $25 gift card for the inconvenience, At this time if Ms. [redacted] would like to take the $25 back as a refund back to her method of payment Value City Furniture can offer that. Outside of that option there is no further compensation we can offer Ms. [redacted]. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]
I have contacted Synchrony Financial with Ms. [redacted] on the phone call as well and we have gotten all fees waived and Ms. [redacted] now has a zero balance on her account.
Our office has received your correspondence regarding Ms. [redacted]’s inquiry. Please be advised that the order in which Ms. [redacted] is referencing is under the name Booker [redacted]. I have attached supporting documents and signed receipts for your review.On 10/11/2014, Mr. [redacted] visited...
the Northlake, IL store and ordered the Mandalay Chocolate sofa, loveseat and chair and was charged $1056.48. Mr. [redacted] also added the 8-piece Clarion bedroom set to his order on 10/11/2015 and paid an additional $986.44. Mr. [redacted] was charged a total of $2042.93 on his Synchrony Credit Card in 2 different transactions on invoice 65-497505.On 10/19/2014, Mr. [redacted] advised that he wanted to remove the entire Mandalay Chocolate livingroom set from his order. At this time, a refund was pending on his invoice in the amount of $1061.93.On 10/19/2014, Mr. [redacted] decided that he wanted to purchase the 3-piece Maverick Brown livingroom set. Store Personnel created a new invoice, 65-497951 and added the merchandise to his new order totaling $1221.35. Store Personnel then transferred $1061.93 from invoice 65-497505 and charged $159.42 to Mr. [redacted]’s Synchrony Credit Card. At that time, the order was paid in full and he received delivery on 10/25/2014.On 10/25/2015, Mr. [redacted] also decided that he no longer wanted to purchase the 8-piece Clarion bedroom set due to damages and this merchandise was removed from the original order. Mr. [redacted] had a remaining refund on his original invoice, [redacted] of 980.99 after the removal of the bedroom set and transfer to the new invoice for the Maverick Brown livingroom set.Additionally, on 10/25/2014, Mr. [redacted] added the Arts and Crafts 6-piece bedroom set with chest and the Invigorate queen mattress to his original order. The cost of this merchandise totaled $3099.42. Mr. [redacted] had a refund of $980.99 from his original order that was applied to the new merchandise and the remaining balance due was $2118.43. Mr. [redacted] applied the remaining balance to his Synchrony Credit Card. At that time, the order was paid in full and delivery was accepted on 10/30/2014. According to our records, Mr. [redacted] is not due any additional refunds from Value City Furniture. Mr. [redacted] did cancel his original merchandise, however those funds were applied to new merchandise and delivery was accepted. Sincerely,Jenna C[redacted]
I initially wanted the accent chair and was willing to pay for it but by the time I talked with the General Manager, the thrill had ended and I have to have a level of respect for myself, meaning, if I still purchased the accent chair after the absolute terrible customer service, then what would prevent Value City from doing the same thing again. The proper resolution if Value City was truly sorry for the terrible service would be to discount the chair and deliver or take a hit and give it to me for free. I know my thinking is off and is not in line with the standards of value city after all, how can they make millions by giving away a three hundred dollar chair. I declined the offer and decided to find another accent chair. The GM said I can change my mind at any time over the next 60 days and he would honor the request. I'm just soured right now and will advise everyone I know not to shop at value city furniture.
Thanks
On 5/08/2017 Mr. [redacted] purchased the 5 piece Queen Bally bedroom suit. All the items apart from the dresser were picked up 5/12/2017. Value City Furniture understands that this an inconvenience to Mr. [redacted], and we can offer Mr. [redacted] free delivery of his replacement dresser and a 50-dollar...
discount on the replacement. A voicemail was left on the contact number provided offering Mr. [redacted] the discount as well as the free delivery. If Mr. [redacted] would like to go forward with this offer, he can contact me directly. I apologize for any inconvenience this may have caused Mr. [redacted]. If Mr. [redacted] has any other questions or concerns, please feel free to contact me directly. Sincerely, Marian H[redacted]
After reviewing [redacted] complaint, I have been informed by the Store Manager that she has invited [redacted] into the store for an in-store credit regarding her defective merchandise. American Signature is also doing a courtesy service on the remaining pieces on [redacted] residence. [redacted] has...
agreed with the solution. I apologize for any inconvenience [redacted] may have experienced. If [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I have confirmed that another chair was ordered and delivered to Mrs. [redacted]’s residence. Due to the inconvenience it would be for Mrs. [redacted] to return the damaged chair she may dispose of the chair since another chair has already been received. If Mrs. [redacted] would like to return her chairs she may do so at any time. I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
At this time, Value City Furniture has a cracking and peeling guideline that is being enforced at all store and corporate locations. There is nothing in the policy that states a customer would get a refund for the merchandise. Please keep in mind that not all cracking and peeling cases are identical and the solution offered is based solely off Ms. [redacted]s invoice.There will be no other offer submitted for Ms. [redacted]. 60% in-store credit and a discounted delivery fee is the absolute most we can offer.Sincerely,Karema H[redacted]
After speaking with the General Manager has advised they contacted the Ms. [redacted]. The General Manager has advised that they have ordered a new back for the Avenger Godiva recliner and will notify Ms. [redacted] once it arrives at the store. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
They never sent, mailed, or made any attempt to get me the remote. I had to drive to the store I purchased the TV console from and get a new remote.
The General Manager contacted Mr. [redacted] and has scheduled an exchange for the loveseat and recliner.I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11994415, and find the resolution is satisfactory to me.
Regards,
Renata B[redacted]
On 10/14/2015, Ms. [redacted] purchased the Cobra Brown recliner without any warranty in the as-is section of our retail store. This merchandise was picked up by Ms. [redacted] the same day as purchased. On 10/30/2015, Ms. [redacted] reached out regarding the frame being broken on the recliner. Ms....
[redacted] expressed that 3 people had sat on the chair since purchasing but had only just noticed the frame being broken.In the interest of customer service, the Assistant Manager has allowed Ms. [redacted] to return her as-is recliner for an in store credit. Ms. [redacted] will need to return the merchandise to the store and choose replacement merchandise. Ms. [redacted] will be responsible for picking up the new merchandise or paying for delivery. If Ms. [redacted] chooses merchandise that costs more than her original purchase, she will be responsible for paying the difference.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,Jenna C[redacted]
I apologize for the delay in our resolution regarding Mr. [redacted]’s complaint. I kindly ask that Mr. [redacted] reject this response and allow additional time for his desired resolution. Please be assured that we are working diligently with the store location’s General Manager and I...
appreciate Mr. [redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com