On 08/07/2015, Mr. [redacted] purchased the Adrian Graphite chair and loveseat. This merchandise was picked up by Mr. [redacted] on 08/11/2015.I apologize for any miscommunication Mr. [redacted] may have received regarding the detached cushions. I confirmed with the General Manager that the seat cushions are...
detachable; however, the back cushions are not. The General Manager has discussed this with Mr. [redacted] and agreed to offer him $50 to keep the merchandise. Mr. Day’s [redacted] Credit Card was refunded on 08/13/2015 and this credit should post to his account within 3-5 business days.Again, 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]Phone: ###-###-#### Ext: [redacted]Fax: ###-###-####[redacted]
I’m sorry to hear of Mrs. [redacted]’s experience and will pass the feedback along to Uniter’s NA (the warranty administrator) for further review. Mrs. [redacted] is also eligible to file a claim regarding her experience with Uniter’s NA directly. Additionally, the multiple stains, snags and seam separation are an accumulation of damages and are considered a case of neglect and misuse. I apologize that the warranty company will no longer service Mrs. [redacted]s merchandise.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
On 05/07/2013, Ms. [redacted] purchased the Sherman Mocha power lift chair. This merchandise was delivered on 05/08/2012.I was advised by the General Manager that Ms. [redacted] was offered a pro-rated refund as she wanted to keep the original chair upon replacement. The General Manager...
offered Ms. [redacted] a full refund in the event she would like to return the original chair. Ms. [redacted] received delivery of the new Vantage power lift chair on 07/16/2015. Ms. [redacted] agreed that she would be responsible for the new delivery charges and new warranty on the merchandise.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 10/15/2013, Ms. [redacted] purchased the Soho Red 3-piece sofa, chaise and ottoman. Ms. [redacted] picked up the merchandise on 09/24/2013. On 09/24/2013, Ms. [redacted] notified Store Personnel that she would like to exchange the Soho Red 3-piece sectional. Ms. [redacted] returned the Soho Red 3-piece sofa, chaise and ottoman, and picked up the Bongo Charcoal 5-piece sectional on 09/28/2013. Ms. [redacted] notified Store Personnel regarding problems with the Bongo Charcoal 5-piece sectional. In the interest of Customer Service, the General Manager has offered to exchange Ms. Weber’s merchandise. Ms. [redacted] can anticipate the delivery of her exchange merchandise at her residence on 10/20/2015. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
The invoice in which Mr. [redacted] is referencing is under the name [redacted]. On 01/17/2015, Ms. [redacted] purchased the Princeton Brown 5-Piece sectional. The merchandise was delivered to Ms. [redacted]’s residence on 01/22/2015. On 10/09/2015, Ms. [redacted] notified Store Personnel regarding discoloration...
on the fabric of the Princeton Brown reclining chaise. At this time, Ms. [redacted] was scheduled for service appointment. In the interest of Customer Service, the General Manager offered to exchange the Princeton Brown reclining chaise. The General Manager has advised Ms. [redacted] is scheduled as first stop for delivery. Ms. [redacted] can anticipate the delivery of her exchange merchandise at her residence on 11/05/15. 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 02/06/2016, Mr. [redacted] purchased the Gates Way twin and full mattress, the Ranger Merlot twin/full stair with storage drawers, twin and full size Bunkie board, Wesley Plus King mattress, Hanover King storage bed and twin, full and king size sleep protectors. The merchandise was delivered to Mr....
[redacted]’s residence on 02/16/2016. On 02/16/2016, Mr. [redacted] notified Store Personnel advising that delivery did not assemble Mr. [redacted]’s Ranger twin/full stair with storage drawers. Mr. [redacted] also advised that he did not receive any of the twin, full, or king sleep protectors and Bunkie boards. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has advised that he offered Mr. [redacted] in store credit in the amount of $200. The General Manager also advised that he has Mr. [redacted] set up to deliver a new Gates Way twin mattress, full size Bunkie board, twin, full, and king size sleep protector. Mr. [redacted] can anticipate delivery of the merchandise on 02/23/2016. 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 09/07/2015, Mr. [redacted] visited our Store location in Columbia, South Carolina to purchase the Ventura Buff 4-piece sectional. I apologize that the Home Furnishing Consultant did not mention that this Collection is currently on back order due to a manufacturer defect that we are in the...
process of correcting for our Customer’s satisfaction. Unfortunately, we are unable to remove the hard inquiry on Mr. [redacted] credit; however, he is able to contact Synchrony bank and ask that the account be closed. In the interest of Customer Service, the General Manager has authorized a discount of $400 if Mr. [redacted] would like to wait for the new and improved furniture to be delivered. In the event he would like to choose an alternate collection, he can receive a total discount of 20% on the cost of the merchandise. Additionally, Mr. [redacted] will receive the free delivery promotion for the Labor Day sale.I kindly ask that Mr. [redacted] reach out to the South Carolina Store to assist in a resolution as we value his continued business and hope to create a life-long Customer.If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]Phone: ###-###-#### Ext: 6966#Fax: ###-###-####Jenna.C[redacted]@AmericanSignature.com
I was unable to locate an invoice for Mr./Mrs. [redacted] regarding thiscomplaint. In order to investigate the 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 Mr./Mrs. [redacted] has any further questions or concerns I can be contacted directly.
On 03/02/2015, Ms. [redacted] purchased the Jasmine queen sleeper sofa. This merchandise was delivered to Ms. [redacted]’s residence on 3/08/2015.On 12/18/2015, Ms. [redacted] contacted the Customer Care Team in regards to mold on her sofa. At that time, an exchange was scheduled for...
1/05/2016. I apologize for any frustrations Ms. [redacted] may have experienced in regards to the delivery and product she received. According to the Assistant Manager, Ms. [redacted] will receive another exchange of the sofa only on 1/15/2016. Again, I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
After speaking with the store Manger we are able to offer Ms. [redacted] a replacement set for her living room furniture. The manager has contacted Ms. [redacted] and offered the resolution to her and she has accepted the resolution given to her. 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 10/06/2013, Ms. [redacted] purchased the Monarch Taupe 3-Piece sectional and the Mandalay Blue chair and a half. The merchandise was delivered to Ms. [redacted]’s residence on 10/10/2013. I apologize for the delay to resolve Ms. [redacted]’s merchandise issues. In the interest of Customer Service, the General...
Manager has tried to contact Ms. [redacted] to offer resolution regarding the damage to the Monarch Taupe 3-piece sectional. Ms. [redacted] can contact the General Manager directly at ###-###-#### and advise that she is following up on her claim with the Revdex.com.
Thank you I have no problem with that and will have absolutely no problem as long as value city stays in touch
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
The invoice in which Ms. [redacted] is referencing is under the name [redacted] On 03/15/2015, Ms. [redacted] purchased the Mosaic queen bed with 2 nightstands and the Alisa Plush queen mattress. This merchandise was delivered to Ms. [redacted]’s residence on 03/27/2015.I apologize for the delay in...
delivering quality merchandise to Ms. [redacted]. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.An exchange for the Mosaic bed is scheduled for delivery on 04/25/2015. The General Manager has also offered a total refund of $229.99 for any inconvenience Ms. [redacted] may have experienced. I kindly ask that Ms. [redacted] contact the Store in Aurora, IL and advise which credit card on the invoice should be refunded as there are 2 forms of payment.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 is not acceptable because there is not A Value City Furniture Store in my city, near my city nor in the my state or surrounding area. Wouldn't make better sense and business sense to either send a check or replace the set. What good is a store credit if there is not a store in our area . Also If we were to order a set online the shipping alone would probably cost much as what they are trying to offer.
I do not want to accept response until I hear if the matter is going to be resolved. I...
finally heard from the Insurance adjuster, he came out Thursday and took pictures of the damage. He said that he had collected all of the information that was needed, so now I am waiting on the insurance company to contact me. I will gladly close this claim when this is 100% resolved, but until then I wish for it to remain open as I have not received a definite answer yet.
On 03/28/2016, Ms. [redacted] purchased the Cobra Brown 3-piece reclining sofa, loveseat and chair recliner. The merchandise was delivered to Ms. [redacted]’s residence on 04/01/2016. After receiving Ms. [redacted]’s Revdex.com complaint we reached out to the General Manager. In the interest of Customer...
Service the General Manager has agreed to exchange the back of the Cobra Brown reclining loveseat and also the Cobra Brown sofa. Ms. [redacted] can anticipate delivery of the replacement merchandise on 04/14/2016. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [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.
I was informed that I will receive my refund. However, the response shows the problems with this company. They state that I returned the entire bedroom set on May 30th. Why in the world would they schedule service for June 4th WHEN I RETURNED THE ENTIRE SET. I am grateful to receive my refund in 3 to 5 days.
On 08/31/2006, Ms. [redacted] purchased the Beecher Village king mattress and boxspring, a king size bed frame, an entertainment armoire and the Plantation Cove storage cabinet. This merchandise was delivered to Ms. [redacted]’s residence on 09/05/2006.Ms. [redacted] contacted Store Personnel on...
07/14/2015 advising that her mattress was sinking and asked for a new mattress. It was determined by the Service Technician’s report on 07/29/2015 that the mattress depression did not meet manufacturer’s standards for replacement. It was also noted that several stains were on the mattress and the proper foundation was not being used.According to Ms. [redacted]’s mattress warranty; mattresses not used with the correct foundation and stained or soiled mattresses are not covered. I have attached this warranty for further review.Unfortunately, a Service Technician visited Ms. [redacted]’s residence again on 08/25/2015 and the previous notations remained the same. We will be unable to service or replace Ms. [redacted]’s mattress because the indentations do not meet the manufacturer specifications and the stains have voided the warranty.
On 08/07/2015, Mr. [redacted] purchased the Adrian Graphite chair and loveseat. This merchandise was picked up by Mr. [redacted] on 08/11/2015.I apologize for any miscommunication Mr. [redacted] may have received regarding the detached cushions. I confirmed with the General Manager that the seat cushions are...
detachable; however, the back cushions are not. The General Manager has discussed this with Mr. [redacted] and agreed to offer him $50 to keep the merchandise. Mr. Day’s [redacted] Credit Card was refunded on 08/13/2015 and this credit should post to his account within 3-5 business days.Again, 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]Phone: ###-###-#### Ext: [redacted]Fax: ###-###-####[redacted]
I’m sorry to hear of Mrs. [redacted]’s experience and will pass the feedback along to Uniter’s NA (the warranty administrator) for further review. Mrs. [redacted] is also eligible to file a claim regarding her experience with Uniter’s NA directly. Additionally, the multiple stains, snags and seam separation are an accumulation of damages and are considered a case of neglect and misuse. I apologize that the warranty company will no longer service Mrs. [redacted]s merchandise.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
On 05/07/2013, Ms. [redacted] purchased the Sherman Mocha power lift chair. This merchandise was delivered on 05/08/2012.I was advised by the General Manager that Ms. [redacted] was offered a pro-rated refund as she wanted to keep the original chair upon replacement. The General Manager...
offered Ms. [redacted] a full refund in the event she would like to return the original chair. Ms. [redacted] received delivery of the new Vantage power lift chair on 07/16/2015. Ms. [redacted] agreed that she would be responsible for the new delivery charges and new warranty on the merchandise.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 10/15/2013, Ms. [redacted] purchased the Soho Red 3-piece sofa, chaise and ottoman. Ms. [redacted] picked up the merchandise on 09/24/2013. On 09/24/2013, Ms. [redacted] notified Store Personnel that she would like to exchange the Soho Red 3-piece sectional. Ms. [redacted] returned the Soho Red 3-piece sofa, chaise and ottoman, and picked up the Bongo Charcoal 5-piece sectional on 09/28/2013. Ms. [redacted] notified Store Personnel regarding problems with the Bongo Charcoal 5-piece sectional. In the interest of Customer Service, the General Manager has offered to exchange Ms. Weber’s merchandise. Ms. [redacted] can anticipate the delivery of her exchange merchandise at her residence on 10/20/2015. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
The invoice in which Mr. [redacted] is referencing is under the name [redacted]. On 01/17/2015, Ms. [redacted] purchased the Princeton Brown 5-Piece sectional. The merchandise was delivered to Ms. [redacted]’s residence on 01/22/2015. On 10/09/2015, Ms. [redacted] notified Store Personnel regarding discoloration...
on the fabric of the Princeton Brown reclining chaise. At this time, Ms. [redacted] was scheduled for service appointment. In the interest of Customer Service, the General Manager offered to exchange the Princeton Brown reclining chaise. The General Manager has advised Ms. [redacted] is scheduled as first stop for delivery. Ms. [redacted] can anticipate the delivery of her exchange merchandise at her residence on 11/05/15. 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 02/06/2016, Mr. [redacted] purchased the Gates Way twin and full mattress, the Ranger Merlot twin/full stair with storage drawers, twin and full size Bunkie board, Wesley Plus King mattress, Hanover King storage bed and twin, full and king size sleep protectors. The merchandise was delivered to Mr....
[redacted]’s residence on 02/16/2016. On 02/16/2016, Mr. [redacted] notified Store Personnel advising that delivery did not assemble Mr. [redacted]’s Ranger twin/full stair with storage drawers. Mr. [redacted] also advised that he did not receive any of the twin, full, or king sleep protectors and Bunkie boards. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has advised that he offered Mr. [redacted] in store credit in the amount of $200. The General Manager also advised that he has Mr. [redacted] set up to deliver a new Gates Way twin mattress, full size Bunkie board, twin, full, and king size sleep protector. Mr. [redacted] can anticipate delivery of the merchandise on 02/23/2016. 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 09/07/2015, Mr. [redacted] visited our Store location in Columbia, South Carolina to purchase the Ventura Buff 4-piece sectional. I apologize that the Home Furnishing Consultant did not mention that this Collection is currently on back order due to a manufacturer defect that we are in the...
process of correcting for our Customer’s satisfaction. Unfortunately, we are unable to remove the hard inquiry on Mr. [redacted] credit; however, he is able to contact Synchrony bank and ask that the account be closed. In the interest of Customer Service, the General Manager has authorized a discount of $400 if Mr. [redacted] would like to wait for the new and improved furniture to be delivered. In the event he would like to choose an alternate collection, he can receive a total discount of 20% on the cost of the merchandise. Additionally, Mr. [redacted] will receive the free delivery promotion for the Labor Day sale.I kindly ask that Mr. [redacted] reach out to the South Carolina Store to assist in a resolution as we value his continued business and hope to create a life-long Customer.If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]Phone: ###-###-#### Ext: 6966#Fax: ###-###-####Jenna.C[redacted]@AmericanSignature.com
I was unable to locate an invoice for Mr./Mrs. [redacted] regarding thiscomplaint. In order to investigate the 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 Mr./Mrs. [redacted] has any further questions or concerns I can be contacted directly.
I've received a response from the business and resolved the issue
On 03/02/2015, Ms. [redacted] purchased the Jasmine queen sleeper sofa. This merchandise was delivered to Ms. [redacted]’s residence on 3/08/2015.On 12/18/2015, Ms. [redacted] contacted the Customer Care Team in regards to mold on her sofa. At that time, an exchange was scheduled for...
1/05/2016. I apologize for any frustrations Ms. [redacted] may have experienced in regards to the delivery and product she received. According to the Assistant Manager, Ms. [redacted] will receive another exchange of the sofa only on 1/15/2016. Again, I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
After speaking with the store Manger we are able to offer Ms. [redacted] a replacement set for her living room furniture. The manager has contacted Ms. [redacted] and offered the resolution to her and she has accepted the resolution given to her. 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 10/06/2013, Ms. [redacted] purchased the Monarch Taupe 3-Piece sectional and the Mandalay Blue chair and a half. The merchandise was delivered to Ms. [redacted]’s residence on 10/10/2013. I apologize for the delay to resolve Ms. [redacted]’s merchandise issues. In the interest of Customer Service, the General...
Manager has tried to contact Ms. [redacted] to offer resolution regarding the damage to the Monarch Taupe 3-piece sectional. Ms. [redacted] can contact the General Manager directly at ###-###-#### and advise that she is following up on her claim with the Revdex.com.
Thank you I have no problem with that and will have absolutely no problem as long as value city stays in touch
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
The invoice in which Ms. [redacted] is referencing is under the name [redacted] On 03/15/2015, Ms. [redacted] purchased the Mosaic queen bed with 2 nightstands and the Alisa Plush queen mattress. This merchandise was delivered to Ms. [redacted]’s residence on 03/27/2015.I apologize for the delay in...
delivering quality merchandise to Ms. [redacted]. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.An exchange for the Mosaic bed is scheduled for delivery on 04/25/2015. The General Manager has also offered a total refund of $229.99 for any inconvenience Ms. [redacted] may have experienced. I kindly ask that Ms. [redacted] contact the Store in Aurora, IL and advise which credit card on the invoice should be refunded as there are 2 forms of payment.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 is not acceptable because there is not A Value City Furniture Store in my city, near my city nor in the my state or surrounding area. Wouldn't make better sense and business sense to either send a check or replace the set. What good is a store credit if there is not a store in our area . Also If we were to order a set online the shipping alone would probably cost much as what they are trying to offer.
I do not want to accept response until I hear if the matter is going to be resolved. I...
finally heard from the Insurance adjuster, he came out Thursday and took pictures of the damage. He said that he had collected all of the information that was needed, so now I am waiting on the insurance company to contact me. I will gladly close this claim when this is 100% resolved, but until then I wish for it to remain open as I have not received a definite answer yet.
On 03/28/2016, Ms. [redacted] purchased the Cobra Brown 3-piece reclining sofa, loveseat and chair recliner. The merchandise was delivered to Ms. [redacted]’s residence on 04/01/2016. After receiving Ms. [redacted]’s Revdex.com complaint we reached out to the General Manager. In the interest of Customer...
Service the General Manager has agreed to exchange the back of the Cobra Brown reclining loveseat and also the Cobra Brown sofa. Ms. [redacted] can anticipate delivery of the replacement merchandise on 04/14/2016. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [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.
I was informed that I will receive my refund. However, the response shows the problems with this company. They state that I returned the entire bedroom set on May 30th. Why in the world would they schedule service for June 4th WHEN I RETURNED THE ENTIRE SET. I am grateful to receive my refund in 3 to 5 days.
On 08/31/2006, Ms. [redacted] purchased the Beecher Village king mattress and boxspring, a king size bed frame, an entertainment armoire and the Plantation Cove storage cabinet. This merchandise was delivered to Ms. [redacted]’s residence on 09/05/2006.Ms. [redacted] contacted Store Personnel on...
07/14/2015 advising that her mattress was sinking and asked for a new mattress. It was determined by the Service Technician’s report on 07/29/2015 that the mattress depression did not meet manufacturer’s standards for replacement. It was also noted that several stains were on the mattress and the proper foundation was not being used.According to Ms. [redacted]’s mattress warranty; mattresses not used with the correct foundation and stained or soiled mattresses are not covered. I have attached this warranty for further review.Unfortunately, a Service Technician visited Ms. [redacted]’s residence again on 08/25/2015 and the previous notations remained the same. We will be unable to service or replace Ms. [redacted]’s mattress because the indentations do not meet the manufacturer specifications and the stains have voided the warranty.