Other than restating what I had already stated Value City is not offering any reasonable offer other that take the same items again or pay a substantial difference for a comparable item. Would either like a refund of my money or some discount on another item.
As of the date of our last response, Ms. [redacted] has received the remote for the item in question. We consider the matter closed and we apologize for any inconvenience this has caused Ms. [redacted]. Sincerely, Brandy L[redacted]
On 09/04/2011 Ms. [redacted] purchased the Rialto Brown 2 piece sectional. The merchandise was delivered to Ms. [redacted]’s residence on 09/10/2011.After receiving pictures of Ms. [redacted]’s merchandise I have made contact with the General Manager, who deeply apologizes for the inconvience Ms. [redacted] has experience and would like to offer Ms. [redacted] an in-store credit of the full purchase amount of $699.99. The General Manager has made contact with the customer to resolve the issue.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####Karema.H[redacted]@AmericanSignature.com
I am sorry to hear that Ms. [redacted]s is experiencing inconveniences and for any frustration that may have caused. I was advised by the Manager that Ms. [redacted]’s is anticipating delivery on 8/12/15 of the Adrian sofa and will receive the remaining items for delivery on 08/28/2015.I kindly ask that...
Ms. [redacted]s allow additional time for the $100 refund that was processed to her MasterCard Credit Card to be re-issued. We are currently working with the appropriate department to request the funds be returned to Value City so a refund check may be issued.If Ms. [redacted]s has any further questions or concerns she may contact me direct.
It is not accurate. They were to deliver the replacement for the other damaged piece on 9/9. That did not happen. After speaking to the store manager George we are again scheduled to bring the replacement piece on 9/15.
I would like to request that Ms. [redacted] submit pictures to the Revdex.com or directly to my email address of the issues she is having with the furniture. Please send pictures of the specific issues and then a picture of the furniture as a whole.
I am satisfied with the service received regarding this complaint. Immediately after filing this complaint, the company's manager(Mr. [redacted]) was in contact with me. Mr. [redacted], invited me to the local store to select a new living room set to replace my current living room set, I was giving a 10% discount as well as an additional discount of $200.00 off of the new purchase. I am extremely impressed with the quick response to this matter. I regret the resent bad experience endured that lead to this complaint filing but I will attest to the matter that this company; is great and has me as a valued customer for life. Thanking you for your concern and consideration in this matter.
I have a voicemail from the general manager advising me that all four pieces of my furniture would be delivered on 12/30/2015 (which I wasn't advised that the delivery date had changed until I called at 10:03Am on my original delivery date 12/26/15 to see what time they would be arriving.) This voicemail also came after by Revdex.com complaint was filed. The delivery driver came today 12/30/2015 with 3 pieces of furniture and the 4th piece was incorrect. The delivery driver contacted VCF to advise them that they sent the incorrect piece and the warehouse manager argued with the employee about the piece being incorrect when it indeed was the incorrect piece. This took place for about 45mins. The company still has not contacted me to advise me of when the correct piece will be delivered to my residence and none of my documents nor phone messages even mention a delivery date of 1/5/16 so I'm baffled by this response they are providing. I work a 9-5 job like everyone else and it is an inconvenience when they can't give me a set date on when I will get my merchandise. I also don't appreciate being lied to multiple times and now random dates are being made up. I don't have one piece of documention saying anything was coming on 1/5/16. I just want this resolved because this entire purchase has been a nightmare. I've been having issues every since my purchase on 11/28/15
On 12/11/2015, Mrs. [redacted] purchased 2 Coronado power reclining sofas, 2 Chandelier table lamps and the Angelina King bed. This merchandise is scheduled for delivery to Mrs. [redacted]’s residence on 12/17/2015 and 12/26/2015.I apologize for any frustrations or inconvenience Mrs. [redacted] may have...
experienced when purchasing her merchandise. I have been advised that our Management Team has reached out and offered free delivery.If Mrs. [redacted] has any further questions or concerns she may contact me direct.
After speaking to the General Manager has advised Mr. [redacted]’s refund check in the amount of $557.00 will be at the Aurora, IL Value City Furniture store. The Store is located at 4380 East New York St. Aurora, IL 60504. If Mr. [redacted] would like to check before arriving to pickup his refund check he can contact the Store Personnel at the ###-###-####.
On 7/13/2012, Ms. [redacted] purchased the Rialto Onyx 2 piece sleeper and chaise sectional. Ms. [redacted] received the furniture on 7/18/12. Ms. [redacted] has been in contact with our Corporate Customer Care and our associates through social media. The offer that was presented to Ms. [redacted], an...
in-store credit amount of $360, is the offer that still stands. Considering that Ms. [redacted] has had the furniture for 4 years, we feel that the offer made is adequate.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Per the terms and conditions it states the order can be cancelled all the way up to accepting. The order was placed, processed and filled, the next step was delivery and then I get the call saying I wont be getting my order. I find that is 100% against their terms and conditions as the order was already filled and they broke the purchase agreement after it was accepted. I was also advised when I received the call letting me know I wasn't going to get my order that the only reason the order was not going to be delivered is that a customer had called in and asked to change their shipping information and if that customer would not have called in I would have received my order because all the orders were processed and fulfilled and ready to be delivered. This is no way to treat a paying customer who bought something on their website complying with their terms and conditions. I can understand if the order was just placed and I received the call right away saying that they had to cancel it but not after it was fulfilled. At that point I believe its the company's error and they have to honor their terms and conditions with the ordering being after the accepting stage. Also they have a price guaranteed in cart policy and that was my price all the way up until the order being fulfilled, our next step was delivery! If they realized the error after our furniture was delivered would it have been picked up and taken back? This is the worst customer service I have encountered.
Regards,
[redacted]
To whom it may concern,The case against Value City furniture was closed before the issue was resolved. I was unsatisfied with the business response due to the following reasons:1. Value City, Chippewa location found defects on the furniture on their first delivery. Spoke with a General Manager and informed him to make sure that the issue is corrected because I cannot just take off work to wait for their delivery.2. Defects are still found on the second delivery.3. Took off work again, and defects are still found on the third delivery.I refuse to take off work again for the 4th time. Value City agreed to take the furniture back for a full refund; however, they can only pick it up on a Friday. I had already worked with their schedule 3x and they were still unable to correct the issue. In addition to ask their customer to leave work for the 4th time seem unreasonable.Please reopen the case until satisfactory conclusion is reached.thank you
On 11/06/2016, Ms. [redacted] purchased the Traditional Iron Trestle 7 piece dining room set. The merchandise was scheduled to be delivered to Ms. [redacted]’s residence on 01/15/2017. After receiving Ms. [redacted]’s complaint I have spoken with the store Manager who has advised me that the merchandise Ms....
[redacted] purchased has been out of stock and she was aware of that when she made her purchase. At this time Value City furniture is waiting for the merchandise to become available with the vendor. Once the vendor has the merchandise back in stock Value City furniture will contact Ms. [redacted] and advice her merchandise has became available. Compensation has already been given to Ms. [redacted] for the delay in delivery. If Ms. [redacted] would like, she can also reselect new merchandise that we have in stock or take a full refund. 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]
On 12/18/2015, Ms. [redacted] purchased the 5-piece Cascade queen bedroom set. This merchandise was delivered by a contracted delivery team to Ms. [redacted]’s residence on 11/27/2015.I am sorry to hear of the damages to Ms. [redacted]’s property and for any frustrations she may have experienced in...
getting the damages repaired. According to the General Manager, Ms. [redacted] is currently working with the contract delivery company for resolution.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Although returning the couch Is the perfect solution, we again are confined to certain problems. The refund to my Synchrony card can not happen as I paid the balance in full. Secondly, there needs to be an accomadation to the fact we need to go to another Furniture store and purchase a couch, therefore we need time to do so as well as dates so we are not stuck with no couch what so ever or two couches. you may have your district manager contact me personally at ###-###-#### 9even though I have been promised numerous times someone will call and never has) I will be patient in waiting. as a summary:1: Refund can not be placed on my Value City Furniture Card As The Balance Has Been Paid In Full2: Date for pick up need to be coordinated so we have a new couch in place as well as someone is available at our household for pick-up to occur. We will now have spent 6 days off of work to deal with the sub par Customer Service as Well As Repair Service That Would Have Needed 4 Trips To Repair The Problem.
On 08/29/2015 Mr. [redacted] purchased a 3 piece Sheridan Olive sectional, an Arthur Ave full mattress set, and an adjustable full bed frame. The merchandise was delivered to Mr. [redacted]’s residence 09/02/2015.After reviewing Mr. [redacted]’s Revdex.com complaint I have reached out to the store and...
have confirmed that Mr. [redacted] can have a service done to his merchandise. I am asking that Mr. [redacted] contact our Customer Service team to set up a date and time for service (888-751-8553).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 has tried to contact Ms. [redacted] to offer assistance and help resolve these issues. Ms. [redacted] can contact the General Manager directly at ###-###-####and advise that she is following up on her claim with the Revdex.com.
On 03/30/2014, Ms. [redacted] purchased the Casino White sofa and Carlton Merlot bar. This merchandise was delivered in full to Ms. [redacted]’s residence on 5/24/2015.On 7/29/2015, Ms. [redacted] contacted Store Personnel and advised that a leg for the sofa had broken and a new one would need to be ordered....
I apologize for the delay in resolving Ms. [redacted]’s inquiries. The General Manager has advised that they have 4 legs available for Ms. [redacted]. I kindly ask that she contact the store at (502) 367-2281 and schedule a time to deliver the legs at her residence. If Ms. [redacted] has any further questions or concerns she may contact me direct.
The offer given was a percentage of Ms. [redacted]’s purchase plus the warranty back as an in-store credit. Cracking and peeling is not covered under the warranty and is considered normal wear and tear. The most we can offer Ms. [redacted] is $473.59. Ms. [redacted] has had her merchandise since 2013 and the merchandise has depreciated in value since the date of purchase. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Other than restating what I had already stated Value City is not offering any reasonable offer other that take the same items again or pay a substantial difference for a comparable item. Would either like a refund of my money or some discount on another item.
As of the date of our last response, Ms. [redacted] has received the remote for the item in question. We consider the matter closed and we apologize for any inconvenience this has caused Ms. [redacted]. Sincerely, Brandy L[redacted]
On 09/04/2011 Ms. [redacted] purchased the Rialto Brown 2 piece sectional. The merchandise was delivered to Ms. [redacted]’s residence on 09/10/2011.After receiving pictures of Ms. [redacted]’s merchandise I have made contact with the General Manager, who deeply apologizes for the inconvience Ms. [redacted] has experience and would like to offer Ms. [redacted] an in-store credit of the full purchase amount of $699.99. The General Manager has made contact with the customer to resolve the issue.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####Karema.H[redacted]@AmericanSignature.com
I am sorry to hear that Ms. [redacted]s is experiencing inconveniences and for any frustration that may have caused. I was advised by the Manager that Ms. [redacted]’s is anticipating delivery on 8/12/15 of the Adrian sofa and will receive the remaining items for delivery on 08/28/2015.I kindly ask that...
Ms. [redacted]s allow additional time for the $100 refund that was processed to her MasterCard Credit Card to be re-issued. We are currently working with the appropriate department to request the funds be returned to Value City so a refund check may be issued.If Ms. [redacted]s has any further questions or concerns she may contact me direct.
It is not accurate. They were to deliver the replacement for the other damaged piece on 9/9. That did not happen. After speaking to the store manager George we are again scheduled to bring the replacement piece on 9/15.
I would like to request that Ms. [redacted] submit pictures to the Revdex.com or directly to my email address of the issues she is having with the furniture. Please send pictures of the specific issues and then a picture of the furniture as a whole.
I am satisfied with the service received regarding this complaint. Immediately after filing this complaint, the company's manager(Mr. [redacted]) was in contact with me. Mr. [redacted], invited me to the local store to select a new living room set to replace my current living room set, I was giving a 10% discount as well as an additional discount of $200.00 off of the new purchase. I am extremely impressed with the quick response to this matter. I regret the resent bad experience endured that lead to this complaint filing but I will attest to the matter that this company; is great and has me as a valued customer for life. Thanking you for your concern and consideration in this matter.
I have a voicemail from the general manager advising me that all four pieces of my furniture would be delivered on 12/30/2015 (which I wasn't advised that the delivery date had changed until I called at 10:03Am on my original delivery date 12/26/15 to see what time they would be arriving.) This voicemail also came after by Revdex.com complaint was filed. The delivery driver came today 12/30/2015 with 3 pieces of furniture and the 4th piece was incorrect. The delivery driver contacted VCF to advise them that they sent the incorrect piece and the warehouse manager argued with the employee about the piece being incorrect when it indeed was the incorrect piece. This took place for about 45mins. The company still has not contacted me to advise me of when the correct piece will be delivered to my residence and none of my documents nor phone messages even mention a delivery date of 1/5/16 so I'm baffled by this response they are providing. I work a 9-5 job like everyone else and it is an inconvenience when they can't give me a set date on when I will get my merchandise. I also don't appreciate being lied to multiple times and now random dates are being made up. I don't have one piece of documention saying anything was coming on 1/5/16. I just want this resolved because this entire purchase has been a nightmare. I've been having issues every since my purchase on 11/28/15
On 12/11/2015, Mrs. [redacted] purchased 2 Coronado power reclining sofas, 2 Chandelier table lamps and the Angelina King bed. This merchandise is scheduled for delivery to Mrs. [redacted]’s residence on 12/17/2015 and 12/26/2015.I apologize for any frustrations or inconvenience Mrs. [redacted] may have...
experienced when purchasing her merchandise. I have been advised that our Management Team has reached out and offered free delivery.If Mrs. [redacted] has any further questions or concerns she may contact me direct.
After speaking to the General Manager has advised Mr. [redacted]’s refund check in the amount of $557.00 will be at the Aurora, IL Value City Furniture store. The Store is located at 4380 East New York St. Aurora, IL 60504. If Mr. [redacted] would like to check before arriving to pickup his refund check he can contact the Store Personnel at the ###-###-####.
On 7/13/2012, Ms. [redacted] purchased the Rialto Onyx 2 piece sleeper and chaise sectional. Ms. [redacted] received the furniture on 7/18/12. Ms. [redacted] has been in contact with our Corporate Customer Care and our associates through social media. The offer that was presented to Ms. [redacted], an...
in-store credit amount of $360, is the offer that still stands. Considering that Ms. [redacted] has had the furniture for 4 years, we feel that the offer made is adequate.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Per the terms and conditions it states the order can be cancelled all the way up to accepting. The order was placed, processed and filled, the next step was delivery and then I get the call saying I wont be getting my order. I find that is 100% against their terms and conditions as the order was already filled and they broke the purchase agreement after it was accepted. I was also advised when I received the call letting me know I wasn't going to get my order that the only reason the order was not going to be delivered is that a customer had called in and asked to change their shipping information and if that customer would not have called in I would have received my order because all the orders were processed and fulfilled and ready to be delivered. This is no way to treat a paying customer who bought something on their website complying with their terms and conditions. I can understand if the order was just placed and I received the call right away saying that they had to cancel it but not after it was fulfilled. At that point I believe its the company's error and they have to honor their terms and conditions with the ordering being after the accepting stage. Also they have a price guaranteed in cart policy and that was my price all the way up until the order being fulfilled, our next step was delivery! If they realized the error after our furniture was delivered would it have been picked up and taken back? This is the worst customer service I have encountered.
Regards,
[redacted]
To whom it may concern,The case against Value City furniture was closed before the issue was resolved. I was unsatisfied with the business response due to the following reasons:1. Value City, Chippewa location found defects on the furniture on their first delivery. Spoke with a General Manager and informed him to make sure that the issue is corrected because I cannot just take off work to wait for their delivery.2. Defects are still found on the second delivery.3. Took off work again, and defects are still found on the third delivery.I refuse to take off work again for the 4th time. Value City agreed to take the furniture back for a full refund; however, they can only pick it up on a Friday. I had already worked with their schedule 3x and they were still unable to correct the issue. In addition to ask their customer to leave work for the 4th time seem unreasonable.Please reopen the case until satisfactory conclusion is reached.thank you
On 11/06/2016, Ms. [redacted] purchased the Traditional Iron Trestle 7 piece dining room set. The merchandise was scheduled to be delivered to Ms. [redacted]’s residence on 01/15/2017. After receiving Ms. [redacted]’s complaint I have spoken with the store Manager who has advised me that the merchandise Ms....
[redacted] purchased has been out of stock and she was aware of that when she made her purchase. At this time Value City furniture is waiting for the merchandise to become available with the vendor. Once the vendor has the merchandise back in stock Value City furniture will contact Ms. [redacted] and advice her merchandise has became available. Compensation has already been given to Ms. [redacted] for the delay in delivery. If Ms. [redacted] would like, she can also reselect new merchandise that we have in stock or take a full refund. 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]
On 12/18/2015, Ms. [redacted] purchased the 5-piece Cascade queen bedroom set. This merchandise was delivered by a contracted delivery team to Ms. [redacted]’s residence on 11/27/2015.I am sorry to hear of the damages to Ms. [redacted]’s property and for any frustrations she may have experienced in...
getting the damages repaired. According to the General Manager, Ms. [redacted] is currently working with the contract delivery company for resolution.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Although returning the couch Is the perfect solution, we again are confined to certain problems. The refund to my Synchrony card can not happen as I paid the balance in full. Secondly, there needs to be an accomadation to the fact we need to go to another Furniture store and purchase a couch, therefore we need time to do so as well as dates so we are not stuck with no couch what so ever or two couches. you may have your district manager contact me personally at ###-###-#### 9even though I have been promised numerous times someone will call and never has) I will be patient in waiting. as a summary:1: Refund can not be placed on my Value City Furniture Card As The Balance Has Been Paid In Full2: Date for pick up need to be coordinated so we have a new couch in place as well as someone is available at our household for pick-up to occur. We will now have spent 6 days off of work to deal with the sub par Customer Service as Well As Repair Service That Would Have Needed 4 Trips To Repair The Problem.
On 08/29/2015 Mr. [redacted] purchased a 3 piece Sheridan Olive sectional, an Arthur Ave full mattress set, and an adjustable full bed frame. The merchandise was delivered to Mr. [redacted]’s residence 09/02/2015.After reviewing Mr. [redacted]’s Revdex.com complaint I have reached out to the store and...
have confirmed that Mr. [redacted] can have a service done to his merchandise. I am asking that Mr. [redacted] contact our Customer Service team to set up a date and time for service (888-751-8553).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 has tried to contact Ms. [redacted] to offer assistance and help resolve these issues. Ms. [redacted] can contact the General Manager directly at ###-###-####and advise that she is following up on her claim with the Revdex.com.
On 03/30/2014, Ms. [redacted] purchased the Casino White sofa and Carlton Merlot bar. This merchandise was delivered in full to Ms. [redacted]’s residence on 5/24/2015.On 7/29/2015, Ms. [redacted] contacted Store Personnel and advised that a leg for the sofa had broken and a new one would need to be ordered....
I apologize for the delay in resolving Ms. [redacted]’s inquiries. The General Manager has advised that they have 4 legs available for Ms. [redacted]. I kindly ask that she contact the store at (502) 367-2281 and schedule a time to deliver the legs at her residence. If Ms. [redacted] has any further questions or concerns she may contact me direct.
The offer given was a percentage of Ms. [redacted]’s purchase plus the warranty back as an in-store credit. Cracking and peeling is not covered under the warranty and is considered normal wear and tear. The most we can offer Ms. [redacted] is $473.59. Ms. [redacted] has had her merchandise since 2013 and the merchandise has depreciated in value since the date of purchase. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.