On 12/24/2010, Ms. [redacted] purchased the 3 piece Solace Coco sectional and a 36x72” Gold mirror. The merchandise was delivered to Ms. [redacted]’s residence on 12/29/2010.After receiving Ms. [redacted]’s complaint I have spoken to the store Manager who has advised me the delay in service repair to Ms....
[redacted]’s furniture were the parts had still not come in. The springs for Ms. [redacted] have arrived at the store and a repair is being set for her to install the springs. The cushions are still not in but an email has been sent to vendor and they should be coming in soon. Once the cushions arrive we will set up a service to install new cushions on Ms. [redacted]’s 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.
There was no resolution. I don't know an invoice number. This is a REPLACEMENT. The number listed is my husbands... 717-802-5898 because he's previoisly picked up items. His name is Derek [redacted]. City n State is Mechanicsburg, PA. Item is a 74" red tv stand. All purchases have been billed to a...
credit card in my name. The Value City in Mechanicsburg PA continues to call my husband and I've specifically told them to stop until this issue is addressed. Somebody needs to manage that store. The employee who hung up on me several times needs addressed and I refuse to waste any more of our time scheduling deliveries when that store continues to make errors.
I do not feel that this response is sufficient considering the circumstances. Please see below the email response that I have sent back to the responder from Value City Furniture.
I am rejecting this response because:
There are still 4 years left on the warranty. The store has offered a refund of the warranty. If I accept the refund of the warranty, then any other issues that arise I will still be paying out of pocket. I did not file the claim asking for a refund of the warranty. I filed the claim because I was told at the time of purchase that the warranty covered any damage or issues I might encounter with the furniture. I was not given a paper copy of the warranty at the time of purchase. I was given a verbal list of the types of things the warranty would cover. I also asked several questions about what if...and was assured any damage would be covered under this extensive warranty. I do not have a paper copy of the warranty with the paperwork I have on file for the furniture. If I was given it upon delivery, it has been misplaced. I referred to the website, but did not see a 7 year warranty option, therefore did not know what is now offered is different than what I purchased. If I were to purchase the item today and purchase the 5 year warranty, the seam that has come apart, would be covered and repaired. The store's response is even though we now offer a warranty that would cover what you're asking us to repair, our only option to offer you is to refund your whole warranty. This does not make sense. I asked the store to repair the furniture based on their current practice and what I was told at the time of purchase. I did not ask for a refund of the warranty, which is the only option I was offered.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I will I'll accept the cash refund and keep the furniture. I will NOT accept the store credit. I will not purchase from them again.
On 10/27/2014, Ms. [redacted] purchased the Vantage power lift chair. The merchandise was delivered to Ms. [redacted]’s residence on 10/27/2014. On 01/16/2015 Ms. [redacted] notified Store Personnel regarding the issues Ms. [redacted] was experiencing with the Vantage power lift chair. Store Personnel agreed to...
replace the Vantage power lift chair. The replacement was delivered to Ms. [redacted]’s residence on 01/23/2015. Ms. [redacted] notified Store Personnel regarding the same problems she was having with the original Vantage power lift chair. In the interest of Customer Service, the General Manager agreed to give Ms. [redacted] a full refund. According to our contract with Visa, we must process refunds to the original form of payment used to make the purchase. Ms. [redacted] received a full refund without the delivery fee. 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 General Manager has agreed to take $200.00 off to cover the entire price of the damaged corner wedge. Mr. /Ms. [redacted] may keep the corner wedge under warranty for any new damages. In the event Mr. /Ms. [redacted] would still like to exchange the corner wedge, the General Manger has still offered to take $100.00 off and schedule it on a day that we go to their zip code. I apologize for any inconvenience Mr. /Ms. [redacted] may have experienced. If Mr. /Ms. [redacted] have any further questions or concerns they may contact me direct.
I have reached out to the store who has advised me that when the service Technician went to examine Mrs. [redacted]s merchandise there was a dog walking over the furniture and the pet has caused small rips in the furniture from its nails. Several photos were taken to show that the merchandise is not in the condition in which it was originally delivered. At this time we are not able to allow Mrs. [redacted] to return her furniture due to the condition the furniture. 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 tried contacting Mr. [redacted] via phone and email requesting he contact the customer care team to schedule an exchange for the chest. Anyone from the customer care team can schedule the exchange. Another option would be for Mr. [redacted] to keep the item he has with a comparable discount. I am requesting Mr. [redacted] contacts Value City Furniture or email me with his resolution.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,Karema H[redacted]Phone: 888-751-8552Fax: 614-449-4834Karema.H[redacted]@AmericanSignature.com
$300 in store credit does not cover even a replacement loveseat. To replace both our loveseat and sofa with a comparable model (which would be necessary due to the rapidly disintegrating surface) it would cost us $1400. We were misled by the sales person when we were told lies about the durability of the bonded leather... the new attached picture shows another area of the sofa that is getting worse every day, developed in only the last two weeksHowever we are reasonable and would accept $700 in store credit to purchase ONE sofa..The link for the item is below...We would purchase a loveseat on our own dime, so to speak, along with paying the required taxes. http://www.valuecityfurniture.com/product/item/living-room/seating/sofas/omni-br...⇄
On 02/05/2016, Ms. [redacted] purchased the Justine Plush queen mattress. The merchandise as delivered to Ms. [redacted]’s residence. Ms. [redacted] notified Store Personnel regarding delivery of the wrong mattress. After receiving Ms. [redacted]’s Revdex.com Complaint the General Manager has...
offered credit in the amount of $499.99 to select a new mattress. If Ms. [redacted] select a mattress that cost more than $499.99, Ms. [redacted] will be responsible for the difference. If Ms. [redacted] accepts this offer of credit she will need to contact the General Manager at 302-838-5188 to schedule the exchange. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has a ny further questions or concerns she may contact me direct.
On 1/22/15, Ms. [redacted] purchased the Nolan Chocolate dual reclining sofa. The sofa was delivered to the residence on 2/7/15.Upon reviewing Ms. [redacted]’ complaint that was filed through the Revdex.com, the General Manager was contacted. The decision was made by the Management Team that Ms....
[redacted] will be given an in-store credit for the amount that she paid for the sofa to be used in our store location for another item(s). Ms. [redacted] has been made aware of the offer and will take advantage of the in-store credit.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
needs to stay open until all concerns are rectified. We did hear from a manager who stated they would order a new back for our chair. We have yet to hear from anyone regarding previous damage to other couch. We have attached pictures.
On 2/11/2016, Mr. [redacted] purchased the Ava Plush queen mattress set. This merchandise was delivered to Mr. [redacted]’s residence on 2/25/2016.According to Mr. [redacted]’s invoice, he purchased his merchandise through Synchrony Bank, our financing partner. Due to privacy laws, we will be unable to contact...
Synchrony Bank on behalf of Mr. [redacted] and discuss his account. However, we are able to confirm that Mr. [redacted]’s purchase of $2251.41 qualified for a promotional period of 36 months with no interest. If Mr. [redacted] is receiving late fees on his account, he will need to speak with Synchrony Bank directly at (866) 396-8254.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 2/19/2017 Mrs. [redacted] purchased a Bryden Slate sofa. This sofa was delivered on 2/25/17.We have been in contact with the General Manager of the Louisville, KY location who has stated that a back cushion has been ordered for Mrs. [redacted]. Once the parts come into the store, we will contact Mrs. [redacted]...
to schedule a date for one of our service technicians to come to her home. I apologize for any inconvenience this may have caused Mrs. [redacted]. If Mrs. [redacted] has any other questions or concerns, please feel free to contact me directly.
A value city employee came to my house and inspected the damage. I had to call value city on 3/10/16 to follow up. The response value city gave me was they were not going to do anything with my claim. I believe the person I spoke to read Bill from the Plainfield, IN location.
On 12/28/2010, Mr. [redacted] purchased the 3-piece Glendale Black sofa, loveseat and Chair. This merchandise was delivered to Mr.[redacted]’s residence on 12/31/2010. Mr. [redacted] also purchased the 7-year Leather Protection warranty. According to Mr. [redacted]’s invoice, the Leather Protection...
warranty certificate was enclosed in the warranty kit delivered on 12/31/2010. In the section “Coverage” it states; effective seven years from the original date you take delivery of your new furniture [redacted] NA will cover all accidental stains, rips, tears or burns. Also any cracking and peeling of Top Grain leather in seating areas and cracking and peeling of all leather, leather-touch, bicast, bonded and vinyl in non-seating areas. Unfortunately, the merchandise issues Mr. [redacted] is having are not covered under the 7-year Leather Protection Warranty. We apologize if any confusion or frustration was caused by the coverage’s under the 7-year Leather Protection warranty. In the interest of Customer Service, we are offering to refund Mr. [redacted] his original warranty of $169.99 which is the amount he paid for the 7-year Leather Protection Warranty. 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 11/05/2015, Ms. [redacted] purchased the 5-piece Shadow dinette. This merchandise was picked up by Ms. [redacted] on 11/10/2015.I would like to apologize to Ms. [redacted] for not being provided the level of service that our store associates take pride in offering every day. We understand that...
time is very valuable and strive to make every shopping experience EASY for our Customers.While I show Ms. [redacted] has already picked up her merchandise, I kindly ask that she reach out to the Store Manager at Streamwood, IL with any additional questions or concerns.
Attempted several times to contact [redacted]@americansignature.com and all messages and emails went ignored. Furthermore the response from the company is false. I have multiple recorded messages proving my case
According to our contract with Mastercard, we must process refunds to the original form of payment used to make the purchase. In compliance with our contract, Ms [redacted]’s refund was to be issued to her original form of payment. Store Personnel has advised that they were unable to submit the refund in the amount of $212.93. Store Personnel has requested a refund check for Ms. [redacted]’s purchase. The refund check has to be processed by our Corporate Office. Ms. [redacted] will be able to pick up her refund check at the store on November 12, 2015. Ms. [redacted] can also advise Store Personnel to mail out the refund check to her residence. Ms. [redacted] can contact the General Manager at ###-###-#### and advise that she is following up on her complaint with the Revdex.com. 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 12/24/2010, Ms. [redacted] purchased the 3 piece Solace Coco sectional and a 36x72” Gold mirror. The merchandise was delivered to Ms. [redacted]’s residence on 12/29/2010.After receiving Ms. [redacted]’s complaint I have spoken to the store Manager who has advised me the delay in service repair to Ms....
[redacted]’s furniture were the parts had still not come in. The springs for Ms. [redacted] have arrived at the store and a repair is being set for her to install the springs. The cushions are still not in but an email has been sent to vendor and they should be coming in soon. Once the cushions arrive we will set up a service to install new cushions on Ms. [redacted]’s 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.
There was no resolution. I don't know an invoice number. This is a REPLACEMENT. The number listed is my husbands... 717-802-5898 because he's previoisly picked up items. His name is Derek [redacted]. City n State is Mechanicsburg, PA. Item is a 74" red tv stand. All purchases have been billed to a...
credit card in my name. The Value City in Mechanicsburg PA continues to call my husband and I've specifically told them to stop until this issue is addressed. Somebody needs to manage that store. The employee who hung up on me several times needs addressed and I refuse to waste any more of our time scheduling deliveries when that store continues to make errors.
I do not feel that this response is sufficient considering the circumstances. Please see below the email response that I have sent back to the responder from Value City Furniture.
I am rejecting this response because:
There are still 4 years left on the warranty. The store has offered a refund of the warranty. If I accept the refund of the warranty, then any other issues that arise I will still be paying out of pocket. I did not file the claim asking for a refund of the warranty. I filed the claim because I was told at the time of purchase that the warranty covered any damage or issues I might encounter with the furniture. I was not given a paper copy of the warranty at the time of purchase. I was given a verbal list of the types of things the warranty would cover. I also asked several questions about what if...and was assured any damage would be covered under this extensive warranty. I do not have a paper copy of the warranty with the paperwork I have on file for the furniture. If I was given it upon delivery, it has been misplaced. I referred to the website, but did not see a 7 year warranty option, therefore did not know what is now offered is different than what I purchased. If I were to purchase the item today and purchase the 5 year warranty, the seam that has come apart, would be covered and repaired. The store's response is even though we now offer a warranty that would cover what you're asking us to repair, our only option to offer you is to refund your whole warranty. This does not make sense. I asked the store to repair the furniture based on their current practice and what I was told at the time of purchase. I did not ask for a refund of the warranty, which is the only option I was offered.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I will I'll accept the cash refund and keep the furniture. I will NOT accept the store credit. I will not purchase from them again.
On 10/27/2014, Ms. [redacted] purchased the Vantage power lift chair. The merchandise was delivered to Ms. [redacted]’s residence on 10/27/2014. On 01/16/2015 Ms. [redacted] notified Store Personnel regarding the issues Ms. [redacted] was experiencing with the Vantage power lift chair. Store Personnel agreed to...
replace the Vantage power lift chair. The replacement was delivered to Ms. [redacted]’s residence on 01/23/2015. Ms. [redacted] notified Store Personnel regarding the same problems she was having with the original Vantage power lift chair. In the interest of Customer Service, the General Manager agreed to give Ms. [redacted] a full refund. According to our contract with Visa, we must process refunds to the original form of payment used to make the purchase. Ms. [redacted] received a full refund without the delivery fee. 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 General Manager has agreed to take $200.00 off to cover the entire price of the damaged corner wedge. Mr. /Ms. [redacted] may keep the corner wedge under warranty for any new damages. In the event Mr. /Ms. [redacted] would still like to exchange the corner wedge, the General Manger has still offered to take $100.00 off and schedule it on a day that we go to their zip code. I apologize for any inconvenience Mr. /Ms. [redacted] may have experienced. If Mr. /Ms. [redacted] have any further questions or concerns they may contact me direct.
I have reached out to the store who has advised me that when the service Technician went to examine Mrs. [redacted]s merchandise there was a dog walking over the furniture and the pet has caused small rips in the furniture from its nails. Several photos were taken to show that the merchandise is not in the condition in which it was originally delivered. At this time we are not able to allow Mrs. [redacted] to return her furniture due to the condition the furniture. 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 tried contacting Mr. [redacted] via phone and email requesting he contact the customer care team to schedule an exchange for the chest. Anyone from the customer care team can schedule the exchange. Another option would be for Mr. [redacted] to keep the item he has with a comparable discount. I am requesting Mr. [redacted] contacts Value City Furniture or email me with his resolution.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,Karema H[redacted]Phone: 888-751-8552Fax: 614-449-4834Karema.H[redacted]@AmericanSignature.com
$300 in store credit does not cover even a replacement loveseat. To replace both our loveseat and sofa with a comparable model (which would be necessary due to the rapidly disintegrating surface) it would cost us $1400. We were misled by the sales person when we were told lies about the durability of the bonded leather... the new attached picture shows another area of the sofa that is getting worse every day, developed in only the last two weeksHowever we are reasonable and would accept $700 in store credit to purchase ONE sofa..The link for the item is below...We would purchase a loveseat on our own dime, so to speak, along with paying the required taxes.
http://www.valuecityfurniture.com/product/item/living-room/seating/sofas/omni-br...⇄
On 02/05/2016, Ms. [redacted] purchased the Justine Plush queen mattress. The merchandise as delivered to Ms. [redacted]’s residence. Ms. [redacted] notified Store Personnel regarding delivery of the wrong mattress. After receiving Ms. [redacted]’s Revdex.com Complaint the General Manager has...
offered credit in the amount of $499.99 to select a new mattress. If Ms. [redacted] select a mattress that cost more than $499.99, Ms. [redacted] will be responsible for the difference. If Ms. [redacted] accepts this offer of credit she will need to contact the General Manager at 302-838-5188 to schedule the exchange. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has a ny further questions or concerns she may contact me direct.
On 1/22/15, Ms. [redacted] purchased the Nolan Chocolate dual reclining sofa. The sofa was delivered to the residence on 2/7/15.Upon reviewing Ms. [redacted]’ complaint that was filed through the Revdex.com, the General Manager was contacted. The decision was made by the Management Team that Ms....
[redacted] will be given an in-store credit for the amount that she paid for the sofa to be used in our store location for another item(s). Ms. [redacted] has been made aware of the offer and will take advantage of the in-store credit.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
needs to stay open until all concerns are rectified. We did hear from a manager who stated they would order a new back for our chair. We have yet to hear from anyone regarding previous damage to other couch. We have attached pictures.
On 2/11/2016, Mr. [redacted] purchased the Ava Plush queen mattress set. This merchandise was delivered to Mr. [redacted]’s residence on 2/25/2016.According to Mr. [redacted]’s invoice, he purchased his merchandise through Synchrony Bank, our financing partner. Due to privacy laws, we will be unable to contact...
Synchrony Bank on behalf of Mr. [redacted] and discuss his account. However, we are able to confirm that Mr. [redacted]’s purchase of $2251.41 qualified for a promotional period of 36 months with no interest. If Mr. [redacted] is receiving late fees on his account, he will need to speak with Synchrony Bank directly at (866) 396-8254.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 2/19/2017 Mrs. [redacted] purchased a Bryden Slate sofa. This sofa was delivered on 2/25/17.We have been in contact with the General Manager of the Louisville, KY location who has stated that a back cushion has been ordered for Mrs. [redacted]. Once the parts come into the store, we will contact Mrs. [redacted]...
to schedule a date for one of our service technicians to come to her home. I apologize for any inconvenience this may have caused Mrs. [redacted]. If Mrs. [redacted] has any other questions or concerns, please feel free to contact me directly.
A value city employee came to my house and inspected the damage. I had to call value city on 3/10/16 to follow up. The response value city gave me was they were not going to do anything with my claim. I believe the person I spoke to read Bill from the Plainfield, IN location.
On 12/28/2010, Mr. [redacted] purchased the 3-piece Glendale Black sofa, loveseat and Chair. This merchandise was delivered to Mr.[redacted]’s residence on 12/31/2010. Mr. [redacted] also purchased the 7-year Leather Protection warranty. According to Mr. [redacted]’s invoice, the Leather Protection...
warranty certificate was enclosed in the warranty kit delivered on 12/31/2010. In the section “Coverage” it states; effective seven years from the original date you take delivery of your new furniture [redacted] NA will cover all accidental stains, rips, tears or burns. Also any cracking and peeling of Top Grain leather in seating areas and cracking and peeling of all leather, leather-touch, bicast, bonded and vinyl in non-seating areas. Unfortunately, the merchandise issues Mr. [redacted] is having are not covered under the 7-year Leather Protection Warranty. We apologize if any confusion or frustration was caused by the coverage’s under the 7-year Leather Protection warranty. In the interest of Customer Service, we are offering to refund Mr. [redacted] his original warranty of $169.99 which is the amount he paid for the 7-year Leather Protection Warranty. 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 11/05/2015, Ms. [redacted] purchased the 5-piece Shadow dinette. This merchandise was picked up by Ms. [redacted] on 11/10/2015.I would like to apologize to Ms. [redacted] for not being provided the level of service that our store associates take pride in offering every day. We understand that...
time is very valuable and strive to make every shopping experience EASY for our Customers.While I show Ms. [redacted] has already picked up her merchandise, I kindly ask that she reach out to the Store Manager at Streamwood, IL with any additional questions or concerns.
Attempted several times to contact [redacted]@americansignature.com and all messages and emails went ignored. Furthermore the response from the company is false. I have multiple recorded messages proving my case
According to our contract with Mastercard, we must process refunds to the original form of payment used to make the purchase. In compliance with our contract, Ms [redacted]’s refund was to be issued to her original form of payment. Store Personnel has advised that they were unable to submit the refund in the amount of $212.93. Store Personnel has requested a refund check for Ms. [redacted]’s purchase. The refund check has to be processed by our Corporate Office. Ms. [redacted] will be able to pick up her refund check at the store on November 12, 2015. Ms. [redacted] can also advise Store Personnel to mail out the refund check to her residence. Ms. [redacted] can contact the General Manager at ###-###-#### and advise that she is following up on her complaint with the Revdex.com. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.