Mr. [redacted] purchased the Extended Protection Plan, which was a 3-year structural coverage. Our 5-year Pure Promise warranty was not offered at Mr. [redacted]’s purchasing store until 7/6/2014. The terms and conditions of the plan that Mr. [redacted] purchased are attached. The furniture that Mr. [redacted] purchased was not manufactured by American Signature, so the Limited Lifetime Warranty does not apply to his order. Due to the issues with the furniture and no warranty covering it, we will step outside of those guidelines and maintain the 20% in-store credit that was initially offered to Mr. [redacted]. He will still have an additional 60 days from the date of the initial response to utilize the credit.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me if only they do their repair immediately and I prefer them doing the delivery and I accept to pay just for the delivery which was $99!
Regards,
[redacted]
On 02/10/2016, Ms. [redacted] purchased three Aventura corner wedge and 2 Aventura armless chairs. Ms. [redacted] picked up the merchandise on 02/05/2016. Ms. [redacted] notified Store Personnel regarding 1 of the Aventura corner wedge seat was sinking. The General Manager agreed to exchange the...
Aventura corner wedge and deliver to Ms. [redacted]’s residence at no charge. On 02/12/2016, Ms. [redacted] refused delivery of the Aventura corner wedge exchange due to the same problem. The General Manager gave Ms. [redacted] $50.00 off for the inconvenience. The refund was completed on 02/12/2016. The General Manager scheduled another exchange of the Aventura corner wedge on 02/20/2016. The delivery team was running late on 02/20/2016, as Ms. [redacted] advised she was unable to wait for the delivery of the exchange merchandise and asked to be rescheduled. On 02/21/2016 Ms. [redacted] advised Store Personnel that she would like if we would pick up the merchandise and refund her money. Store Personnel scheduled her for pick up on 02/22/2016 at 4:00 pm. Mr. [redacted] went into the store on 02/22/2016 around 2:00 pm to stating he really like the furniture and wanted to keep it. Mr. [redacted] inspected the Aventura Corner wedge that was due for exchange and noticed a rub mark on the merchandise. Mr. [redacted] was advised by the General Manager that they would have a service technician come out to take a look at the Aventura corner wedge Mr. [redacted] has at his residence. In the interest of Customer Service the General Manager has offered Mr. [redacted] full credit to select new merchandise and free delivery once Mr. [redacted] select new 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 12/07/2016 Mr. [redacted] purchased the Canal St. Queen mattress set, queen sized center support tails, and the Queen Mosaic Panel bed. The items were delivered on 12/31/2016. I have called the store Manager who stated that Mr. [redacted] is currently scheduled for an exchange of his mattress on...
5/26/17. When Mr. [redacted] brings back his old mattress, we will provide him with the new. Attached Mr. [redacted] will find a copy of his warranty information for the replacement mattress, including exclusions that will void his warranty. 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]
Ms. [redacted] we deeply value your relationship with Value City and are committed to providing you with the highest level of service, simply because our customers deserve the very best. I have located the correct invoice, and I have reached out to one of our store managers, Cathy at the Value City furniture store in Northlake IL, and was informed that as a courtesy we are willing to go over and beyond and offer you one last and final offer of 40% back which amounts up to $400.00, as an in-store credit only. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns he may contact me direct.
On 02/12/2016, Ms. [redacted] purchased the Natchez Trail 46x46 counter height table and the Rialto brown 2-piece sectional. The merchandise was delivered to Ms. [redacted]’s residence on 02/17/2016. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has contacted Ms....
[redacted]. In the interest of Customer Service the General Manager has advised that he set up to exchange the Ms. [redacted]’s Natchez Trail 46x46 counter height table and the Rialto Brown 2-piece sectional. The General Manager also advised he is willing to refund the delivery and Pure Promise warranty once the exchange of the merchandise is successful. Ms. [redacted] can anticipate the delivery exchange on 02/29/2016. If 02/29/2016 does not work for exchange of the merchandise, Ms. [redacted] will need to contact the General Manager at ###-###-####. 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 have confirmed with Store Management that Mr. [redacted] received his correct merchandise on 07/06/201. Mr. [redacted] was also offered a refund of $100 to his American Express Credit Card. This refund should post within 3-5 business days.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 4/1/17, Ms. [redacted] purchased a 6 piece Carly White Full bedroom suit, the Oasis full mattress and box spring set, the 3 piece Marisol Beige living room set, as well as the Marisol ottoman in Script. The items were delivered on 4/5/17. Due to the additional information that was discovered while...
trying to assist Ms. [redacted] with her purchase, the complaint has now been transferred to our Legal Department. Our Legal Department will be in contact with Ms. [redacted] to discuss any further questions or complaints that she may have. I apologize for any inconvenience this may have caused Ms. [redacted]. If Ms. [redacted] has any other questions or concerns, her legal counsel will need to contact our Legal Department.
On 05/09/2016, Mr. [redacted] placed an online order for the Welch Blue side chair. Unfortunately, this merchandise was not available at the time the order was placed and therefore; the order was never fulfilled. I sincerely apologize for any lack of communication or customer service Mr....
[redacted] may have received. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.At this time, Mr. [redacted]’s refund has been processed to his Value City Furniture credit card and he can expect for this refund to post to his account within 3-5 business days. If Mr. [redacted] is interested in replacing his order, we would like to extend a 10% off discount on his next purchase. Please note that this discount is not combinable with any other discount.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.
I have spoken with Mrs. [redacted], who is aware that Value City Furniture will allow her to keep her furniture and use the in-store credit towards a new purchase. If she goes over the in-store credit amount Mrs. [redacted] will be responsible for the difference. The store is well aware of Mrs. [redacted]...
issue and is anticipating Mrs. [redacted] new purchase. 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 11/23/2017, Ms. [redacted] made her purchase with Value City Furniture. Due to manufacturing issues, the sectional was placed on back order, thus preventing us from delivering the furniture to Ms. [redacted] in a timely manner.We understand Ms. [redacted]’s concerns and apologize for the experience that...
she has had with our company. Since the filing of this complaint, the order has been cancelled and Ms. [redacted]’s Master Card and Value City Plus card have been refunded. Please allow 3-5 business days for the refund to fully process to the accounts.If Ms. [redacted] has any further questions or concerns, she can contact Customer Care at 1/###-###-####.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
On 05/09/2012 Ms. [redacted] purchased the Cobra Brown 2-Piece reclining sofa & loveseat. The merchandise was delivered to Ms. [redacted]’s residence on 06/21/2012. On 10/06/2015 Ms. [redacted] notified Store Personnel regarding the leather finish rubbing off of the Cobra Brown 2-Piece sofa & loveseat. In...
the interest of Customer Service, the General Manager has offered to exchange Ms. [redacted]’s merchandise. Ms. [redacted] can anticipate delivery of her exchange merchandise at her residence on 10/15/2015. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely, Kedeanna R[redacted] P
In researching this complaint, we discovered Value City Furniture could provide no resolution to Dr. [redacted]. The policy on “AS IS” items are clear and explained at purchase. I apologize for any inconvenience Dr. [redacted] may have experienced. If Dr. [redacted] has any further questions or concerns he may contact our Customer Care Team at 888-751-8552. Sincerely, Brandy L[redacted]
I am receipt of your response to the Revdex.com(Revdex.com) in attempt to resolve this matter. Please be advised that I accept your offer to reimburse me for the amount paid for the "Pure Promise" warranty to resolve this matter. I also appreciate your apology as I am a long time customer of Value City Furniture and never dealt with this until now. However, this resolution has made it easier to purchase the "Allegro Round Table and 6 chairs next month and new living room furniture this summer.Will you be mailing me a check for the amount of $219 or crediting my checking account?Also, what will the timeline be I terms of the refund?Let me know and thanks,
On 09/04/2014 Mr. [redacted] purchased the Vantage power massage lift chair. Mr. [redacted] picked up the merchandise on 09/10/2014. On 11/29/2014 Mr. [redacted] notified Store Personnel regarding a dent in his cushion. Mr. [redacted] was advised that we would send a service technician out to his residence to view...
the damage. The service call was completed on 12/09/2015. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has agreed to replace Mr. [redacted]’s Vantage power massage lift chair. Mr. [redacted] will need to contact the General Manager at 412-653-7450 to set up the exchange. 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 reviewing Ms. [redacted]’s Bette Business Bureau complaint I would like to apologize to Ms. [redacted] for not receiving a refund or merchandise. I ask that Ms. [redacted] contact American Signature’s loss prevention coordinator, Tim Martin at ###-###-####. I apologize for any inconvenience Ms. [redacted] may...
On 02/12/2017, Mrs. [redacted] purchased the Tribeca 7 piece dining room set. The merchandise was picked up on 02/17/2017. After receiving Mrs. [redacted]’s complaint I have confirmed with the store Manager and have confirmed a delivery for the two stools are set for 03/15/2017. There will be...
no cost for the delivery. Although Value City Furniture is unable to provide a gas card to Mrs. [redacted], we are able to offer her compensation of $100 for the inconvenience. The refund would be put back on Mrs. [redacted]’s Discover card and should reflect on her account within the next 5-7 business days. 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 03/23/2013, Mrs. [redacted] purchased the Avenger Godiva Power Sofa and Loveseat. The merchandise was delivered to Mrs. [redacted]’s residence on 03/27/2013.I have received Mrs. [redacted]’s photos of her cracking and peeling merchandise. Due to her warranty not covering Mrs. [redacted]’s issue American...
Signature can offer Mrs. [redacted] an in-store credit of $1,639.97. That is 60% of Mrs. [redacted] purchase and the warranty. Cracking and peeling is considered normal wear and tear and is not covered under any warranty that American Signature offers. If Mrs. [redacted] chooses to accept the credit she may go back to the Brandon location and use the credit towards new merchandise. The credit is valid for 90 days.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 02/27/2016, Ms. [redacted] purchased the Jaden queen bed and the [redacted]. firm queen mattress set. The merchandise was delivered to Ms. [redacted]’s residence on 03/09/2016.Upon reciving Ms. [redacted]’s complaint I have worked with the store manager who has agreed to provide Ms. [redacted] with a full reselect for...
the price of the mattress set. Ms. [redacted] would be responsible for the delivery of the new mattress but at the time of delivery Value City Furniture will pick up the defective mattress. 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,H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
Mr. [redacted] purchased the Extended Protection Plan, which was a 3-year structural coverage. Our 5-year Pure Promise warranty was not offered at Mr. [redacted]’s purchasing store until 7/6/2014. The terms and conditions of the plan that Mr. [redacted] purchased are attached. The furniture that Mr. [redacted] purchased was not manufactured by American Signature, so the Limited Lifetime Warranty does not apply to his order. Due to the issues with the furniture and no warranty covering it, we will step outside of those guidelines and maintain the 20% in-store credit that was initially offered to Mr. [redacted]. He will still have an additional 60 days from the date of the initial response to utilize the credit.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me if only they do their repair immediately and I prefer them doing the delivery and I accept to pay just for the delivery which was $99!
Regards,
[redacted]
On 02/10/2016, Ms. [redacted] purchased three Aventura corner wedge and 2 Aventura armless chairs. Ms. [redacted] picked up the merchandise on 02/05/2016. Ms. [redacted] notified Store Personnel regarding 1 of the Aventura corner wedge seat was sinking. The General Manager agreed to exchange the...
Aventura corner wedge and deliver to Ms. [redacted]’s residence at no charge. On 02/12/2016, Ms. [redacted] refused delivery of the Aventura corner wedge exchange due to the same problem. The General Manager gave Ms. [redacted] $50.00 off for the inconvenience. The refund was completed on 02/12/2016. The General Manager scheduled another exchange of the Aventura corner wedge on 02/20/2016. The delivery team was running late on 02/20/2016, as Ms. [redacted] advised she was unable to wait for the delivery of the exchange merchandise and asked to be rescheduled. On 02/21/2016 Ms. [redacted] advised Store Personnel that she would like if we would pick up the merchandise and refund her money. Store Personnel scheduled her for pick up on 02/22/2016 at 4:00 pm. Mr. [redacted] went into the store on 02/22/2016 around 2:00 pm to stating he really like the furniture and wanted to keep it. Mr. [redacted] inspected the Aventura Corner wedge that was due for exchange and noticed a rub mark on the merchandise. Mr. [redacted] was advised by the General Manager that they would have a service technician come out to take a look at the Aventura corner wedge Mr. [redacted] has at his residence. In the interest of Customer Service the General Manager has offered Mr. [redacted] full credit to select new merchandise and free delivery once Mr. [redacted] select new 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 12/07/2016 Mr. [redacted] purchased the Canal St. Queen mattress set, queen sized center support tails, and the Queen Mosaic Panel bed. The items were delivered on 12/31/2016. I have called the store Manager who stated that Mr. [redacted] is currently scheduled for an exchange of his mattress on...
5/26/17. When Mr. [redacted] brings back his old mattress, we will provide him with the new. Attached Mr. [redacted] will find a copy of his warranty information for the replacement mattress, including exclusions that will void his warranty. 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]
Ms. [redacted] we deeply value your relationship with Value City and are committed to providing you with the highest level of service, simply because our customers deserve the very best. I have located the correct invoice, and I have reached out to one of our store managers, Cathy at the Value City furniture store in Northlake IL, and was informed that as a courtesy we are willing to go over and beyond and offer you one last and final offer of 40% back which amounts up to $400.00, as an in-store credit only. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns he may contact me direct.
On 02/12/2016, Ms. [redacted] purchased the Natchez Trail 46x46 counter height table and the Rialto brown 2-piece sectional. The merchandise was delivered to Ms. [redacted]’s residence on 02/17/2016. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has contacted Ms....
[redacted]. In the interest of Customer Service the General Manager has advised that he set up to exchange the Ms. [redacted]’s Natchez Trail 46x46 counter height table and the Rialto Brown 2-piece sectional. The General Manager also advised he is willing to refund the delivery and Pure Promise warranty once the exchange of the merchandise is successful. Ms. [redacted] can anticipate the delivery exchange on 02/29/2016. If 02/29/2016 does not work for exchange of the merchandise, Ms. [redacted] will need to contact the General Manager at ###-###-####. 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 have confirmed with Store Management that Mr. [redacted] received his correct merchandise on 07/06/201. Mr. [redacted] was also offered a refund of $100 to his American Express Credit Card. This refund should post within 3-5 business days.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 4/1/17, Ms. [redacted] purchased a 6 piece Carly White Full bedroom suit, the Oasis full mattress and box spring set, the 3 piece Marisol Beige living room set, as well as the Marisol ottoman in Script. The items were delivered on 4/5/17. Due to the additional information that was discovered while...
trying to assist Ms. [redacted] with her purchase, the complaint has now been transferred to our Legal Department. Our Legal Department will be in contact with Ms. [redacted] to discuss any further questions or complaints that she may have. I apologize for any inconvenience this may have caused Ms. [redacted]. If Ms. [redacted] has any other questions or concerns, her legal counsel will need to contact our Legal Department.
On 05/09/2016, Mr. [redacted] placed an online order for the Welch Blue side chair. Unfortunately, this merchandise was not available at the time the order was placed and therefore; the order was never fulfilled. I sincerely apologize for any lack of communication or customer service Mr....
[redacted] may have received. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.At this time, Mr. [redacted]’s refund has been processed to his Value City Furniture credit card and he can expect for this refund to post to his account within 3-5 business days. If Mr. [redacted] is interested in replacing his order, we would like to extend a 10% off discount on his next purchase. Please note that this discount is not combinable with any other discount.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.
I have spoken with Mrs. [redacted], who is aware that Value City Furniture will allow her to keep her furniture and use the in-store credit towards a new purchase. If she goes over the in-store credit amount Mrs. [redacted] will be responsible for the difference. The store is well aware of Mrs. [redacted]...
issue and is anticipating Mrs. [redacted] new purchase. 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 11/23/2017, Ms. [redacted] made her purchase with Value City Furniture. Due to manufacturing issues, the sectional was placed on back order, thus preventing us from delivering the furniture to Ms. [redacted] in a timely manner.We understand Ms. [redacted]’s concerns and apologize for the experience that...
she has had with our company. Since the filing of this complaint, the order has been cancelled and Ms. [redacted]’s Master Card and Value City Plus card have been refunded. Please allow 3-5 business days for the refund to fully process to the accounts.If Ms. [redacted] has any further questions or concerns, she can contact Customer Care at 1/###-###-####.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
I am not satisfied with how this company handled my accounts...
On 05/09/2012 Ms. [redacted] purchased the Cobra Brown 2-Piece reclining sofa & loveseat. The merchandise was delivered to Ms. [redacted]’s residence on 06/21/2012. On 10/06/2015 Ms. [redacted] notified Store Personnel regarding the leather finish rubbing off of the Cobra Brown 2-Piece sofa & loveseat. In...
the interest of Customer Service, the General Manager has offered to exchange Ms. [redacted]’s merchandise. Ms. [redacted] can anticipate delivery of her exchange merchandise at her residence on 10/15/2015. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely, Kedeanna R[redacted] P
In researching this complaint, we discovered Value City Furniture could provide no resolution to Dr. [redacted]. The policy on “AS IS” items are clear and explained at purchase. I apologize for any inconvenience Dr. [redacted] may have experienced. If Dr. [redacted] has any further questions or concerns he may contact our Customer Care Team at 888-751-8552. Sincerely, Brandy L[redacted]
I am receipt of your response to the Revdex.com(Revdex.com) in attempt to resolve this matter. Please be advised that I accept your offer to reimburse me for the amount paid for the "Pure Promise" warranty to resolve this matter. I also appreciate your apology as I am a long time customer of Value City Furniture and never dealt with this until now. However, this resolution has made it easier to purchase the "Allegro Round Table and 6 chairs next month and new living room furniture this summer.Will you be mailing me a check for the amount of $219 or crediting my checking account?Also, what will the timeline be I terms of the refund?Let me know and thanks,
On 09/04/2014 Mr. [redacted] purchased the Vantage power massage lift chair. Mr. [redacted] picked up the merchandise on 09/10/2014. On 11/29/2014 Mr. [redacted] notified Store Personnel regarding a dent in his cushion. Mr. [redacted] was advised that we would send a service technician out to his residence to view...
the damage. The service call was completed on 12/09/2015. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has agreed to replace Mr. [redacted]’s Vantage power massage lift chair. Mr. [redacted] will need to contact the General Manager at 412-653-7450 to set up the exchange. 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 reviewing Ms. [redacted]’s Bette Business Bureau complaint I would like to apologize to Ms. [redacted] for not receiving a refund or merchandise. I ask that Ms. [redacted] contact American Signature’s loss prevention coordinator, Tim Martin at ###-###-####. I apologize for any inconvenience Ms. [redacted] may...
have experienced.
On 02/12/2017, Mrs. [redacted] purchased the Tribeca 7 piece dining room set. The merchandise was picked up on 02/17/2017. After receiving Mrs. [redacted]’s complaint I have confirmed with the store Manager and have confirmed a delivery for the two stools are set for 03/15/2017. There will be...
no cost for the delivery. Although Value City Furniture is unable to provide a gas card to Mrs. [redacted], we are able to offer her compensation of $100 for the inconvenience. The refund would be put back on Mrs. [redacted]’s Discover card and should reflect on her account within the next 5-7 business days. 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 03/23/2013, Mrs. [redacted] purchased the Avenger Godiva Power Sofa and Loveseat. The merchandise was delivered to Mrs. [redacted]’s residence on 03/27/2013.I have received Mrs. [redacted]’s photos of her cracking and peeling merchandise. Due to her warranty not covering Mrs. [redacted]’s issue American...
Signature can offer Mrs. [redacted] an in-store credit of $1,639.97. That is 60% of Mrs. [redacted] purchase and the warranty. Cracking and peeling is considered normal wear and tear and is not covered under any warranty that American Signature offers. If Mrs. [redacted] chooses to accept the credit she may go back to the Brandon location and use the credit towards new merchandise. The credit is valid for 90 days.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 02/27/2016, Ms. [redacted] purchased the Jaden queen bed and the [redacted]. firm queen mattress set. The merchandise was delivered to Ms. [redacted]’s residence on 03/09/2016.Upon reciving Ms. [redacted]’s complaint I have worked with the store manager who has agreed to provide Ms. [redacted] with a full reselect for...
the price of the mattress set. Ms. [redacted] would be responsible for the delivery of the new mattress but at the time of delivery Value City Furniture will pick up the defective mattress. 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,H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]