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 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.
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 02/26/2017, Ms. [redacted] purchased the Ranger Merlot twin over full bunk bed with storage stairs and trundle and the Mirage twin mattress. The merchandise was delivered to Ms. [redacted]’s residence on 03/09/17.After receiving Ms. [redacted]’s complaint I was informed by the store Manager that Ms. [redacted]...
has had a delivery and was offered compensation has been offered to her as well. 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 made contact with the store who has confirmed that Ms. [redacted]’s check is at the store. If Ms. [redacted] would like I can have the check mail to her residence via FedEx so that Ms. [redacted] would not have to drive back to the store.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 01/31/2011, Mr. /Ms. [redacted] purchased the Saturn 5-piece dinette, the Royal Serenity queen mattress set and the Nolan dual reclining sofa. This merchandise was delivered to Mr. /Ms. [redacted]’s residence on 02/05/2011.In the interest of Customer Service, Mr. /Ms. [redacted] can return the merchandise...
for an in-store credit. Mr. /Ms. [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange. If Mr. /Ms. [redacted] chooses merchandise that costs more than the original purchase, they will be responsible for paying the difference.Additionally, prior to choosing replacement merchandise, Mr. /Ms. [redacted] will need to sign a legal release at the Novi, Michigan store. I kindly ask that Mr. /Ms. [redacted] contact me at the email below advising if they will accept the replacement offer.I look forward to Mr. /Ms. [redacted]’s response.
On 06/23/2015, Ms. [redacted] purchased the Prescott 4 piece sectional and the Madeline storage ottoman. The merchandise was delivered to Ms. [redacted]’s residence on 06/29/2015.After receiving Ms. [redacted]’s complaint I have spoken with the store Manager who has advised me that value City...
Furniture can have a service technician visit Ms. [redacted]’s home and examine the furniture on 03/21/2015, to assure the furniture is defective. Once the examination is complete the store can offer Ms. [redacted] an in-store credit for the amount she originally paid for the sectional. 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 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,
I appreciate Ms. [redacted] sharing further into her experience and I apologize that her merchandise was not delivered as anticipated. I kindly ask Ms. [redacted] to please provide a desired resolution for assistance.
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.
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]
On 11/28/2015, Ms. [redacted] purchased the Plantation Cove black armoire and the Lip Mirror black and silver. The merchandise was delivered to Ms. [redacted]’s residence on 12/05/2015. After receiving Ms. [redacted]’s Revdex.com Complaint the store researched the claim of stolen property from Ms. [redacted]’s...
residence. Ms. [redacted]’s claim for stolen property has been denied. Our company has cooperated with law enforcement which has no evidence to prove such claim. Upon receiving the Revdex.com complaint, the General Manager has contacted Ms. [redacted] to schedule to pick up the merchandise from Ms. [redacted]’s residence. Ms. [redacted] can contact the General Manager at ###-###-#### to schedule the pickup to remove the merchandise from Ms. [redacted]’s residence. 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] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### [email protected]
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.
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]
This situation has not been resolved. According to the company I have received numerous call backs which is not true. It took about 25 calls to get a hold of anyone at the Waldorf location. Friday my husband called and asked to speak with the GM. My husband asked to cancel the coffee table and end table that was scheduled for delivery on Tuesday because we still couldn't even get a hold of anyone to talk about the damage done to my car. The GM refused to cancel our order, even tho we had not received that portion yet. Then my husband told him about the damage to my car, the damaged end tablet etc, and the GM said he had no idea about any of that. But at this point I had called 20 times and spoke to about 15 different people about the damaged end table and the damage done to my car. The GM then said he would review our account and read all the notes and call my husband back. Come Monday after noon we still did not get a call back. Monday we called and left and message asking for a call back from the GM. No call. Then Tuesday my husband called again asking for the GM, he was informed he was in a meeting and to call back my husband called several times every time he was told the same thing. Then finally someone said they will have him call as soon as the meeting is over. No call by 5pm. My husband called back and was told the GM was gone for the day. This is extremely rude, and unacceptable. Then my husband called the corporate number. After DJ argued with him for a good 15 minutes. They finally offered a discount, but had said the GM did not return the call because I had received calls and those for considered call backs. I did not receive any phone calls and my phone records do reflect this. I did get a call on Sunday confirming delivery, and again on Monday just confirming the delivery of my coffee table and end table. Now, this doesn't even include the fact that I have not had any contact about the situation with the damage done to my car, except being told I will hear from the Claims Adjustor. The estimates show that the damage is approximately $1,000.00 and my car is only 9 months old. I called, called and called all last week trying to get in contact with someone to speak to about my car and the damage. I kept getting the run around they would tell me that I would get a call back asap. I was told that Tuesday, Wednesday, Thursday and Friday. On Thursday I contacted my insurance company and they called Value, and gave me a number I could contact. I called the lady who's number I was given [redacted]. She was very nice and she called me back within an hour. She informed me that she would get into contact with someone and have them call me. She then called me back right away that she spoke with the gentlemen and he would call me that afternoon.When [redacted] called me on Friday he told me this was the first he was hearing of the damage to my car when Karen had personally called him. But yet I was told over and over that they would let him know and I would get a call back prior to this. If my insurance did not get involved and start the process I would still be waiting on a call back. I was told Friday that I would hear back by Monday at 1pm. Monday at 5pm I still had no call so I called Shemel. I left a message and when he called back he said that the claims adjustor would contact me right away on Tuesday. Tuesday no call. Wednesday morning I called and left a message with Shemel. Wednesday no call back from Shemel or the claims adjustor. Now its Thursday and still no call. This customer service is extremely unacceptable. There is no communication and they do not follow through with conversations or return calls.
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
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.
Pease see email I sent to Value City.Thanks, Malini Cunje~Malini~
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 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.
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 02/26/2017, Ms. [redacted] purchased the Ranger Merlot twin over full bunk bed with storage stairs and trundle and the Mirage twin mattress. The merchandise was delivered to Ms. [redacted]’s residence on 03/09/17.After receiving Ms. [redacted]’s complaint I was informed by the store Manager that Ms. [redacted]...
has had a delivery and was offered compensation has been offered to her as well. 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 am not satisfied with how this company handled my accounts...
I have made contact with the store who has confirmed that Ms. [redacted]’s check is at the store. If Ms. [redacted] would like I can have the check mail to her residence via FedEx so that Ms. [redacted] would not have to drive back to the store.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 01/31/2011, Mr. /Ms. [redacted] purchased the Saturn 5-piece dinette, the Royal Serenity queen mattress set and the Nolan dual reclining sofa. This merchandise was delivered to Mr. /Ms. [redacted]’s residence on 02/05/2011.In the interest of Customer Service, Mr. /Ms. [redacted] can return the merchandise...
for an in-store credit. Mr. /Ms. [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange. If Mr. /Ms. [redacted] chooses merchandise that costs more than the original purchase, they will be responsible for paying the difference.Additionally, prior to choosing replacement merchandise, Mr. /Ms. [redacted] will need to sign a legal release at the Novi, Michigan store. I kindly ask that Mr. /Ms. [redacted] contact me at the email below advising if they will accept the replacement offer.I look forward to Mr. /Ms. [redacted]’s response.
On 06/23/2015, Ms. [redacted] purchased the Prescott 4 piece sectional and the Madeline storage ottoman. The merchandise was delivered to Ms. [redacted]’s residence on 06/29/2015.After receiving Ms. [redacted]’s complaint I have spoken with the store Manager who has advised me that value City...
Furniture can have a service technician visit Ms. [redacted]’s home and examine the furniture on 03/21/2015, to assure the furniture is defective. Once the examination is complete the store can offer Ms. [redacted] an in-store credit for the amount she originally paid for the sectional. 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 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,
I appreciate Ms. [redacted] sharing further into her experience and I apologize that her merchandise was not delivered as anticipated. I kindly ask Ms. [redacted] to please provide a desired resolution for assistance.
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.
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]
On 11/28/2015, Ms. [redacted] purchased the Plantation Cove black armoire and the Lip Mirror black and silver. The merchandise was delivered to Ms. [redacted]’s residence on 12/05/2015. After receiving Ms. [redacted]’s Revdex.com Complaint the store researched the claim of stolen property from Ms. [redacted]’s...
residence. Ms. [redacted]’s claim for stolen property has been denied. Our company has cooperated with law enforcement which has no evidence to prove such claim. Upon receiving the Revdex.com complaint, the General Manager has contacted Ms. [redacted] to schedule to pick up the merchandise from Ms. [redacted]’s residence. Ms. [redacted] can contact the General Manager at ###-###-#### to schedule the pickup to remove the merchandise from Ms. [redacted]’s residence. 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] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### [email protected]
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.
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]
This situation has not been resolved. According to the company I have received numerous call backs which is not true. It took about 25 calls to get a hold of anyone at the Waldorf location. Friday my husband called and asked to speak with the GM. My husband asked to cancel the coffee table and end table that was scheduled for delivery on Tuesday because we still couldn't even get a hold of anyone to talk about the damage done to my car. The GM refused to cancel our order, even tho we had not received that portion yet. Then my husband told him about the damage to my car, the damaged end tablet etc, and the GM said he had no idea about any of that. But at this point I had called 20 times and spoke to about 15 different people about the damaged end table and the damage done to my car. The GM then said he would review our account and read all the notes and call my husband back. Come Monday after noon we still did not get a call back. Monday we called and left and message asking for a call back from the GM. No call. Then Tuesday my husband called again asking for the GM, he was informed he was in a meeting and to call back my husband called several times every time he was told the same thing. Then finally someone said they will have him call as soon as the meeting is over. No call by 5pm. My husband called back and was told the GM was gone for the day. This is extremely rude, and unacceptable. Then my husband called the corporate number. After DJ argued with him for a good 15 minutes. They finally offered a discount, but had said the GM did not return the call because I had received calls and those for considered call backs. I did not receive any phone calls and my phone records do reflect this. I did get a call on Sunday confirming delivery, and again on Monday just confirming the delivery of my coffee table and end table. Now, this doesn't even include the fact that I have not had any contact about the situation with the damage done to my car, except being told I will hear from the Claims Adjustor. The estimates show that the damage is approximately $1,000.00 and my car is only 9 months old. I called, called and called all last week trying to get in contact with someone to speak to about my car and the damage. I kept getting the run around they would tell me that I would get a call back asap. I was told that Tuesday, Wednesday, Thursday and Friday. On Thursday I contacted my insurance company and they called Value, and gave me a number I could contact. I called the lady who's number I was given [redacted]. She was very nice and she called me back within an hour. She informed me that she would get into contact with someone and have them call me. She then called me back right away that she spoke with the gentlemen and he would call me that afternoon.When [redacted] called me on Friday he told me this was the first he was hearing of the damage to my car when Karen had personally called him. But yet I was told over and over that they would let him know and I would get a call back prior to this. If my insurance did not get involved and start the process I would still be waiting on a call back. I was told Friday that I would hear back by Monday at 1pm. Monday at 5pm I still had no call so I called Shemel. I left a message and when he called back he said that the claims adjustor would contact me right away on Tuesday. Tuesday no call. Wednesday morning I called and left a message with Shemel. Wednesday no call back from Shemel or the claims adjustor. Now its Thursday and still no call. This customer service is extremely unacceptable. There is no communication and they do not follow through with conversations or return calls.
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
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.