[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: the damage was not caused by the consumer as suggested. The damage was caused because the back of the furniture was poorly designed or manufactured. Either they stand behind their products or they don't. Nothing short of a sharp object with the intention of creating a puncture should damage furniture.I am receiving conflicting messages from corporate and the store level. I was told by corporate that only the service representatives could determine manufacture defects. How is it that the manager can suggest that it was not a defect if no one has been out to assess it. This is crazy. I paid for furniture that should be constructed in a way that would withstand daily use. It's been a month an there is a hole. That speaks very poorly for this company.I also take issue with the warranty that suggest they do not cover intentional damage. Obviously!!! The damage should not have been able to occur unless something was wrong with the product.There is still an issue with the uneven bed. So the bed should be uneven and it should be expected that holes could be made in the furniture with a mere tap. If that is true, my daughter has doll furniture that is made better.
Regards,
[redacted]
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 10656108, and find the resolution is satisfactory to me.
Regards,
Casey Green
In the interest of Customer Service, the General Manager is offering a refund of his original warranty in the amount of $184.99. Mr. [redacted] may contact the General Manager directly at ###-###-#### and advise that he is following up on his claim with the Revdex.com to take advantage of this offer.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 3/30/16, Mrs. [redacted] purchased the Serena Platinum 6 piece king bedroom set, the Rendezvous Chocolate 3 piece living room set, and the Alcove 3 piece table set. Mrs. [redacted] accepted delivery of the furniture on 4/20/16.Mrs. [redacted]’s issues have been reported to the Store Manager, who has made...
contact with the contracted delivery service’s management to resolve the issue of the damage done to her home. The Store Manager is also setting up the delivery of the mirror and a service call for a technician to repair the headboard with Mrs. [redacted].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 wonder if you even read my message to you. Nobody ever tried to contact me regarding the claim I filed to come look at the pieces. Not even once. Why in the world would I not answer them when it was in my best interest to have them come. Does it even make sense what you and the store are saying? I am aware of everything you wrote, as you should be as well if you read my message. I have spent several hours on the phone trying to resolve this issue and nobody is helpful. I paid for the warranty I am within my rights to my requests. The store I bought it from closed and I can't get a hold of anybody. I am getting ready to move and need this couch and tv stand fixed. You can choose to ignore me and send me the 1800 for another time as everybody else did, or you can be proactive for I've and resolve this issue for me and keep a client. With a new house on the way I would imagine your best interest is to keep me as a client. I am sick and tired of trying to communicate with a third party company who isn't willing to help. Let alone call multiple different american signature store and get nowhere other frustration land.
In the interest of Customer Service, the Assistant Manager is offering a $100 credit to the Visa used to make the purchase or a $100 Gift Card for Ms. [redacted]’s inconvenience. Ms. [redacted] may contact the Manager directly at (703) 492-4500and advise that she is following up on her claim with the Revdex.com to take advantage of either of these offers.
On 03/01/2014, Mr. [redacted] purchased the Grove Park Mocha console loveseat and glider recliner. Mr. [redacted] also purchased the Shortline cocktail and end table with the Antlers table lamp, Majestic wall art and Erosion bowl. This merchandise was delivered to Mr. [redacted]’s residence in full...
on 04/18/2014.I apologize for the delay in resolving Mr. [redacted]’s inquiries. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.The General Manager has reached out and agreed to allow Mr. [redacted] to return the merchandise for an in-store credit. Mr. [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange. If Mr. [redacted] chooses merchandise that costs more than his original purchase, he will be responsible for paying the difference.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 01/09/2013 Ms. [redacted] purchased the Larson 3-piece power home theater set. The merchandise was delivered to Ms. [redacted] residence on 01/12/2013. On 12/29/2014, Ms. [redacted] notified store personnel regarding problems with the fabric coming off of the merchandise. Ms. [redacted] also advised that...
the power was not working. After receiving Ms. [redacted] Revdex.com complaint 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 (904) 421-0950 and advise that she is following up on her claim with the Revdex.com. Sincerely, Kedeanna R[redacted]
On 04/21/2013, Ms. [redacted] purchased 2 of the Park City Chocolate glider recliners. This merchandise was delivered to Ms. [redacted]’s residence on 05/31/2013.I apologize for any confusion Ms. [redacted] may have experienced regarding her warranty and what is included. According to the section...
“What this service plan covers” it states; if the Administrator considers the covered Product(s) to be beyond economic repair, then an in-store credit will be given based upon the original Purchase Price minus a usage fee. Ms. [redacted] was not charged a usage fee as stated in the warranty details but was offered a full in-store credit for the amount she paid.Additionally, “Your receipt of an in-store credit will fulfill this Service Plan in its entirety, subject to specific state laws, and will cancel and discharge all further obligations under this Service Plan.” However, the Store Manager has offered a continuance of Ms. [redacted]’s warranty for an additional time period.Furthermore; according to the warranty; “You may be required to return the original Product(s) to the Administrator at Your expense”. I apologize that Ms. [redacted]’s merchandise had several issues and had to be replaced; however, Ms. [redacted] received a delivery service that we are unable to refund.If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 12/08/2013, Ms. [redacted] purchased the Grove Park Mocha 2-piece reclining sofa and glider recliner. The merchandise was delivered to Ms. [redacted] residence on 12/13/2013. On 02/26/2015 Ms. [redacted] was notified by Store Personnel to advise Ms. [redacted] of full in store credit to select new...
merchandise. Ms. [redacted] selected the Park City chocolate 2-piece reclining sofa and glider recliner. The merchandise was delivered to Ms. [redacted] residence on 03/22/2014. Ms. [redacted] notified Store Personnel on 08/08/2014 regarding two screws coming out of the Park City Chocolate sofa. Ms. [redacted] also advised that the Park City chocolate sofa had loss of cushion resiliency. Ms. [redacted] had a completed service request on 08/23/2014. After receiving the Revdex.com complaint the General Manager has offered to exchange Ms. [redacted] Park City chocolate reclining sofa. Ms. [redacted] will need to contact the General Manager to set up the even exchange of the Park City Chocolate sofa. The General Manager can be reached 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. Sincerely, Kedeanna R[redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### [email protected]
I do apologize that Ms. [redacted] feels I am unprofessional. I am in a call center environment, and at the times Ms. [redacted] have contacted me I was handling other issues. It is not my intent to make Ms. [redacted] feel as if I do not value her as a loyal customer. I also would like to apologize to Ms. [redacted] for getting conflicted information from the store. The day I spoke with Ms. [redacted] personally I submitted a refund and set up a date to get the correct chairs delivered to her and somehow the information was removed from the system. I have refunded $100 back to Ms. [redacted]’s Vis a card and have emailed Ms. [redacted] conformation of the refund. I see where the chairs have been delivered to Ms. [redacted].We strive to make furniture shopping easy and apologize if Ms. [redacted]’s experience did not meet our standard.If Ms. [redacted] has any further questions or concerns she may contact me direct.
No messages have been left for me. I dont answer my phone during the day because I work midnights. I do however return calls. No messages were left so if someone was trying to get ahold of me and never left a message how would I have known they called. Second off, there has been a repair man to my house on July 1st 2015. He supposedly ordered parts to be in in under 8 weeks. 3 months later I have heard nothing. Replace my furniture asap or refund my money
On 10/10/14, Mr. [redacted]s purchased the Park City Gray 3 piece living room set, the Carson rectangular cocktail table, and two of the Carson end tables. On 06/01/2016, Mr. [redacted]s received a replacement for his 3 piece Park City Living Room set. Upon Mr. [redacted]s complaint I have spoken to a Uniters...
specialist who informed me that Mr. [redacted]s may dispute his claim by emailing a dispute letter to [email protected]. A review will be submitted for Mr. [redacted]s for a different outcome. At this time his Value City Furniture is not able to change or alter the decision Uniters has made on Mr. [redacted]s claim. I apologize for any inconvenience Mr. [redacted]s may have experienced. If Mr. [redacted]s has any further questions or concerns he may contact me direct.
I don't think the apology and $150 could substitute the embarrassment and losing about $500 of decoration and food that we prepared for our visitors for Christmas that we have to cancel because of your bad service. it was the worse year in my life because of value city service.I...
On 07/30/16, Mrs. [redacted] went through AcceptanceNow to purchase the Atlantic Camel Massage Rocker Recliner. The merchandise was picked up 08/02/16.I have reached out to the store and spoke with the Store Manager who advised me Mrs. [redacted] has an even exchange scheduled for her Recliner. Value...
City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contract. Mrs. [redacted] will need to contact an AcceptanceNow representative at ###-###-#### or by mail at [redacted] Dr, [redacted], TX [redacted].I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####
On 5/7/2016, Ms. [redacted] purchased the Dimora White 6-piece queen bedroom set and the Canal St. Firm queen mattress. This merchandise was delivered to Ms. [redacted]’s residence on 5/19/2016.At Value City we take pride in our customer’s satisfaction. Unfortunately, we did not meet Ms....
[redacted]'s—or our own—expectations. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers. According to Ms. [redacted]’s invoice, we are scheduled to deliver a new dresser to her residence on 6/16/2016. I kindly ask that Ms. [redacted] please contact the delivery store at 216-910-0422 to make alternate arrangements if that date does not work for her or if other pieces need attention.Again, I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me or the General Manager direct.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: the damage was not caused by the consumer as suggested. The damage was caused because the back of the furniture was poorly designed or manufactured. Either they stand behind their products or they don't. Nothing short of a sharp object with the intention of creating a puncture should damage furniture.I am receiving conflicting messages from corporate and the store level. I was told by corporate that only the service representatives could determine manufacture defects. How is it that the manager can suggest that it was not a defect if no one has been out to assess it. This is crazy. I paid for furniture that should be constructed in a way that would withstand daily use. It's been a month an there is a hole. That speaks very poorly for this company.I also take issue with the warranty that suggest they do not cover intentional damage. Obviously!!! The damage should not have been able to occur unless something was wrong with the product.There is still an issue with the uneven bed. So the bed should be uneven and it should be expected that holes could be made in the furniture with a mere tap. If that is true, my daughter has doll furniture that is made better.
Regards,
[redacted]
[A default letter is provided here which...
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 10656108, and find the resolution is satisfactory to me.
Regards,
Casey Green
In the interest of Customer Service, the General Manager is offering a refund of his original warranty in the amount of $184.99. Mr. [redacted] may contact the General Manager directly at ###-###-#### and advise that he is following up on his claim with the Revdex.com to take advantage of this offer.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 3/30/16, Mrs. [redacted] purchased the Serena Platinum 6 piece king bedroom set, the Rendezvous Chocolate 3 piece living room set, and the Alcove 3 piece table set. Mrs. [redacted] accepted delivery of the furniture on 4/20/16.Mrs. [redacted]’s issues have been reported to the Store Manager, who has made...
contact with the contracted delivery service’s management to resolve the issue of the damage done to her home. The Store Manager is also setting up the delivery of the mirror and a service call for a technician to repair the headboard with Mrs. [redacted].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 wonder if you even read my message to you. Nobody ever tried to contact me regarding the claim I filed to come look at the pieces. Not even once. Why in the world would I not answer them when it was in my best interest to have them come. Does it even make sense what you and the store are saying? I am aware of everything you wrote, as you should be as well if you read my message. I have spent several hours on the phone trying to resolve this issue and nobody is helpful. I paid for the warranty I am within my rights to my requests. The store I bought it from closed and I can't get a hold of anybody. I am getting ready to move and need this couch and tv stand fixed. You can choose to ignore me and send me the 1800 for another time as everybody else did, or you can be proactive for I've and resolve this issue for me and keep a client. With a new house on the way I would imagine your best interest is to keep me as a client. I am sick and tired of trying to communicate with a third party company who isn't willing to help. Let alone call multiple different american signature store and get nowhere other frustration land.
In the interest of Customer Service, the Assistant Manager is offering a $100 credit to the Visa used to make the purchase or a $100 Gift Card for Ms. [redacted]’s inconvenience. Ms. [redacted] may contact the Manager directly at (703) 492-4500and advise that she is following up on her claim with the Revdex.com to take advantage of either of these offers.
On 03/01/2014, Mr. [redacted] purchased the Grove Park Mocha console loveseat and glider recliner. Mr. [redacted] also purchased the Shortline cocktail and end table with the Antlers table lamp, Majestic wall art and Erosion bowl. This merchandise was delivered to Mr. [redacted]’s residence in full...
on 04/18/2014.I apologize for the delay in resolving Mr. [redacted]’s inquiries. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.The General Manager has reached out and agreed to allow Mr. [redacted] to return the merchandise for an in-store credit. Mr. [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange. If Mr. [redacted] chooses merchandise that costs more than his original purchase, he will be responsible for paying the difference.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 01/09/2013 Ms. [redacted] purchased the Larson 3-piece power home theater set. The merchandise was delivered to Ms. [redacted] residence on 01/12/2013. On 12/29/2014, Ms. [redacted] notified store personnel regarding problems with the fabric coming off of the merchandise. Ms. [redacted] also advised that...
the power was not working. After receiving Ms. [redacted] Revdex.com complaint 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 (904) 421-0950 and advise that she is following up on her claim with the Revdex.com. Sincerely, Kedeanna R[redacted]
The business has agreed to deliver the swivel chair free of charge. Thank you for your assistance!
They won't return my calls. This love seat and couch do not have cores. The cushions don't remove.
On 04/21/2013, Ms. [redacted] purchased 2 of the Park City Chocolate glider recliners. This merchandise was delivered to Ms. [redacted]’s residence on 05/31/2013.I apologize for any confusion Ms. [redacted] may have experienced regarding her warranty and what is included. According to the section...
“What this service plan covers” it states; if the Administrator considers the covered Product(s) to be beyond economic repair, then an in-store credit will be given based upon the original Purchase Price minus a usage fee. Ms. [redacted] was not charged a usage fee as stated in the warranty details but was offered a full in-store credit for the amount she paid.Additionally, “Your receipt of an in-store credit will fulfill this Service Plan in its entirety, subject to specific state laws, and will cancel and discharge all further obligations under this Service Plan.” However, the Store Manager has offered a continuance of Ms. [redacted]’s warranty for an additional time period.Furthermore; according to the warranty; “You may be required to return the original Product(s) to the Administrator at Your expense”. I apologize that Ms. [redacted]’s merchandise had several issues and had to be replaced; however, Ms. [redacted] received a delivery service that we are unable to refund.If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 12/08/2013, Ms. [redacted] purchased the Grove Park Mocha 2-piece reclining sofa and glider recliner. The merchandise was delivered to Ms. [redacted] residence on 12/13/2013. On 02/26/2015 Ms. [redacted] was notified by Store Personnel to advise Ms. [redacted] of full in store credit to select new...
merchandise. Ms. [redacted] selected the Park City chocolate 2-piece reclining sofa and glider recliner. The merchandise was delivered to Ms. [redacted] residence on 03/22/2014. Ms. [redacted] notified Store Personnel on 08/08/2014 regarding two screws coming out of the Park City Chocolate sofa. Ms. [redacted] also advised that the Park City chocolate sofa had loss of cushion resiliency. Ms. [redacted] had a completed service request on 08/23/2014. After receiving the Revdex.com complaint the General Manager has offered to exchange Ms. [redacted] Park City chocolate reclining sofa. Ms. [redacted] will need to contact the General Manager to set up the even exchange of the Park City Chocolate sofa. The General Manager can be reached 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. Sincerely, Kedeanna R[redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### [email protected]
I do apologize that Ms. [redacted] feels I am unprofessional. I am in a call center environment, and at the times Ms. [redacted] have contacted me I was handling other issues. It is not my intent to make Ms. [redacted] feel as if I do not value her as a loyal customer. I also would like to apologize to Ms. [redacted] for getting conflicted information from the store. The day I spoke with Ms. [redacted] personally I submitted a refund and set up a date to get the correct chairs delivered to her and somehow the information was removed from the system. I have refunded $100 back to Ms. [redacted]’s Vis a card and have emailed Ms. [redacted] conformation of the refund. I see where the chairs have been delivered to Ms. [redacted].We strive to make furniture shopping easy and apologize if Ms. [redacted]’s experience did not meet our standard.If Ms. [redacted] has any further questions or concerns she may contact me direct.
No messages have been left for me. I dont answer my phone during the day because I work midnights. I do however return calls. No messages were left so if someone was trying to get ahold of me and never left a message how would I have known they called. Second off, there has been a repair man to my house on July 1st 2015. He supposedly ordered parts to be in in under 8 weeks. 3 months later I have heard nothing. Replace my furniture asap or refund my money
They are denying that they've had contact with me, I have email messages to disprove their allegations
On 10/10/14, Mr. [redacted]s purchased the Park City Gray 3 piece living room set, the Carson rectangular cocktail table, and two of the Carson end tables. On 06/01/2016, Mr. [redacted]s received a replacement for his 3 piece Park City Living Room set. Upon Mr. [redacted]s complaint I have spoken to a Uniters...
specialist who informed me that Mr. [redacted]s may dispute his claim by emailing a dispute letter to [email protected]. A review will be submitted for Mr. [redacted]s for a different outcome. At this time his Value City Furniture is not able to change or alter the decision Uniters has made on Mr. [redacted]s claim. I apologize for any inconvenience Mr. [redacted]s may have experienced. If Mr. [redacted]s has any further questions or concerns he may contact me direct.
I don't think the apology and $150 could substitute the embarrassment and losing about $500 of decoration and food that we prepared for our visitors for Christmas that we have to cancel because of your bad service. it was the worse year in my life because of value city service.I...
am still asking to get paid for my lose.
On 07/30/16, Mrs. [redacted] went through AcceptanceNow to purchase the Atlantic Camel Massage Rocker Recliner. The merchandise was picked up 08/02/16.I have reached out to the store and spoke with the Store Manager who advised me Mrs. [redacted] has an even exchange scheduled for her Recliner. Value...
City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contract. Mrs. [redacted] will need to contact an AcceptanceNow representative at ###-###-#### or by mail at [redacted] Dr, [redacted], TX [redacted].I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####
On 5/7/2016, Ms. [redacted] purchased the Dimora White 6-piece queen bedroom set and the Canal St. Firm queen mattress. This merchandise was delivered to Ms. [redacted]’s residence on 5/19/2016.At Value City we take pride in our customer’s satisfaction. Unfortunately, we did not meet Ms....
[redacted]'s—or our own—expectations. We understand that time is very valuable and strive to make every shopping experience EASY for our Customers. According to Ms. [redacted]’s invoice, we are scheduled to deliver a new dresser to her residence on 6/16/2016. I kindly ask that Ms. [redacted] please contact the delivery store at 216-910-0422 to make alternate arrangements if that date does not work for her or if other pieces need attention.Again, I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me or the General Manager direct.
the issue is not resolved.