I appreciate the efforts made by Value City Furniture to resolve the issues that occurred with my order. I just wish the company had been more proactive in resolving this issue without requiring the customer to continuously have to investigate and inquire into every issue that happened. While the complaints with my order have been resolved to my satisfaction, it is unfortunate the incident regarding the behavior of the assistant store manager was not addressed by the company's response, and I feel his behavior was entirely unprofessional and absolutely unacceptable. But the main complaint regarding my order has been resolved, and again, I appreciate the company's efforts to make things right and hope they have learned some lessons in this process regarding inventory management, customer service, and communication.
On 01/30/2016, Ms [redacted] purchased the Bobby Brown recliner, Maverick Brown reclining sofa, Shadow 5-piece dinette set, Crescent desk, Medina door bookcase, Justine Plush queen mattress set, Serenity Nightstand, Trad Pink Gel Pillow, As-Is Queen Serenity Upholstered bed, As-Is Serenity Pier, As-Is...
Serenity chest. The merchandise was delivered to Ms. [redacted]’s residence on 02/04/2016. The Crescent desk was delivered to Ms. [redacted] on 02/11/2016. Ms. [redacted] also received an exchange of the Bobby Brown recliner, Shadow dinette table and Serenity nightstand on 02/11/2016. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has advised Ms. [redacted] has received discounts totaling $555.66. The last discount was completed on 03/03/2016 in the amount of $50.00. Ms. [redacted] has also received an additional discount in the amount of $50.00 on 03/16/2016. I apologize we are unable to offer any further discounts at this time. We would like to offer our deepest apologies for the trouble you had to experience. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect. We appreciate that you understand that mistakes sometimes happen despite the numerous checks and measures. We are very sorry that this happened to you but rest assured it won’t happen again. 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 11/29/2013, Ms. [redacted] purchased the Prescott 4-piece power reclining sectional. The merchandise was delivered to Ms. [redacted]’s residence on 12/03/2013. On 09/16/2014, Ms. [redacted] notified Store Personnel regarding the loss of power on the Prescott 4-piece power reclining sectional. At that...
time, Ms. [redacted] was advised that we would complete a full replacement of the merchandise to resolve the merchandise issues. The replacement merchandise was delivered to Ms. [redacted]’s residence on 01/05/2015. As of 07/06/2015, Ms. [redacted] notified Store Personnel regarding the Prescott sofa Bluetooth capabilities were not working. Ms. [redacted] was advised that her 1 year manufacturer warranty has expired as of 12/13/2014. In the interest of customer service, the General Manager has offered a courtesy service. Ms. [redacted] can anticipate the courtesy service on 07/16/2015. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 10/27/2015, Ms. [redacted] purchased the Maverick Brown reclining sofa and the Pure Promise warranty. The merchandise was delivered to Ms. [redacted] residence on 10/30/2015.After receiving Ms. [redacted] complaint I escalated her issue to a Uniters Manager who has reopened Ms. [redacted] claim. I have been advised...
that a technician should be contacting Ms. [redacted] within the next 24-48 hours to set up an appointment to complete her service.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
While I understand Ms. [redacted]’s frustrations, the merchandise is no longer under the manufacturer warranty and discoloration is not described as a manufacturer defect. At this time, a courtesy has been offered to Ms. [redacted] with regards to her merchandise. Ms. [redacted] may keep her October Brown livingroom set and the Store Manager has extended a store credit of $377.99 towards her next purchase with free delivery.
On 2/2/16, Mrs. [redacted] purchased the Jasmine Charcoal sofa and chair 1/2, and the Jasmine Floral ottoman. Mrs. [redacted] received her delivery on 2/17/16. Upon receiving Mrs. Moore’s information through the Revdex.com, I contacted the General Manager. In the interest of...
customer service, the General Manager has agreed to allow an even exchange of the chair 1/2. The delivery of the chair ½ is currently scheduled for 6/8/16, but the date of the delivery is tentative. Mrs. [redacted] has also received a discount for the inconveniences that she has endured.I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
In researching this complaint, we discovered the table top in question arrived at Value City Furniture on February 05, 2018. The last call Value City Furniture made to Ms. [redacted] to pick up the table top was on February 19, 2018. It is unclear in the invoice if Ms.[redacted] did pick up the table top. Therefore, we consider this matter closed. We apologize for any inconvenience Ms.[redacted] may have experienced. If Ms. [redacted] has any further questions or concerns he may contact our Customer Care Team at 888-751-8552. Sincerely, Brandy L[redacted]
I would like to break down the price for Ms. [redacted] paid for her Marisol Sofa,The Marisol Sofa is priced at $449.99; Ms. [redacted] had a promotion which allowed her to receive a discount of $103.94. Value City Furniture has to legally charge Ms. [redacted] taxes which in her county is 10.25%. So with the discount the sofa was now priced at $346.05 with discounts + 35.47 (tax) Ms. [redacted] paid $381.52 for her merchandise and that was the refund Ms. [redacted] received back to her account.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I will accept the business response if the 30% of the $799.99 purchase price is deducted using the $200.00 gift card that I received from VCF.
On 05/09/2015, Mr. [redacted] purchased the Alisa Luxury Firm Queen mattress set, the Siena Merlot Queen bed, and the Siena Merlot nightstand. The merchandise was delivered to Mr. [redacted]’s residence on 025/13/2015. The merchandise was then returned in exchange for the Wesley X Firm Queen mattress set...
and the Mosaic bed and nightstand on 07/16/2016. The queen box spring was then exchanged on 02/10/2017.After reviewing Mr. [redacted]’s complaint I have spoken to the store Manager who has advised me Mr. [redacted]’s complaint was a squeaking box spring and that has been exchanged. If Mr. [redacted] is now having issues with his mattress he would have to contact the store to set up a service to have a technician evaluate the mattress and if it is defective then a reselect would be offered to Mr. [redacted]. At this time a service has to be complete to determine a reselection can be granted for Mr. [redacted].I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
We strive to make furniture shopping easy and apologize to Kamila [redacted] for any inconvenience she may have experienced due to the peeling of her sofa. I see that on 5/27/2013 she purchased a 3 PC sectional ciera brown, which consist of a sofa, chaise and a cocktail ottoman for $699.00. Ms. [redacted] had no...
extended warranty on the sectional. We deeply value your relationship with Value City and are committed to providing you with the highest level of service, simply because our customers deserve the very best. While were unable to give the full amount back to you as an in store credit, we are able to give back a portion in the amount of $280.00 towards a new selection. 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 from the Clarksville, IN store has tried to contact Ms. [redacted] to offer assistance and help resolve these issues. Mr. [redacted] can contact the General Manager directly at ###-###-####and advise that he is following up on his claim with the Revdex.com.
I apologize for the delay in our resolution regarding Ms. [redacted]’s complaint. I kindly ask that Ms. [redacted] reject this response and allow additional time for her desired resolution. Please be assured that we are working diligently and I appreciate Ms. [redacted]’s patience in this matter
I apologize for the delay in our resolution regarding Ms. [redacted]’s complaint. I kindly ask that Ms. [redacted] reject this response and allow additional time for her desired resolution. Please be assured that we are working diligently with the store location’s General Manager and I appreciate...
Ms. [redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
The legs I saw in the showroom were for my bed, the Sienna Birch. The technician told us the legs in the showroom were different than mine. I am attaching a screenshot of my bed that was on the website. I am not willing to give up a warranty I PAID for to get a store credit.
[redacted] purchased his merchandise through [redacted] (formerly RAC Acceptance) located in a Value City Furniture store. [redacted] signed his contract with [redacted]; therefore, Value City Furniture will be unable to help [redacted] with his complaint. Value City Furniture has...
no legal right to exchange, refund or alter an [redacted] contract. [redacted] will need to contact an [redacted] representative at ###-###-#### or by mail at [redacted], TX [redacted] Please remove this complaint from Value City Furniture’s record and forward it to [redacted]. Sincerely, Marian H[redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
On 04/02/2011, Mrs. [redacted] purchased the 2 piece Laguna Camel Living Room set. The merchandise was delivered to Mrs. [redacted]’s residence on 07/19/2011.After receiving Mrs. [redacted]’s complaint I have confirmed that she is out of her 1 year manufactures warranty and she would have to dispute her...
claim denial with the warranty company (Uniters). Mrs. [redacted] may file a dispute by calling 877-901-1382 or by sending a dispute request to [email protected]. Unfortunately Value City furniture is not responsible for any stains accumulated on Mrs. [redacted]’s merchandise.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 01/26/2016, Mr. [redacted] purchased the Serenity 8-piece queen bedroom set and the Montero Brown 2-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 01/26/2016. On 02/17/2016, Mr. [redacted] notified Store Personnel regarding the bed being on the floor without bed rail...
support. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager contacted Mr. [redacted]. The General Manager has agreed to provide Mr. [redacted] with a bed frame for his Serenity queen bed. Mr. [redacted] can anticipate delivery of the bed frame on 03//02/2016. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concern 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. The General Manager from the local store reached out to me immediately after filing the complaint and went out of his way to make sure we were happy. I remain a happy American Signature customer.
I appreciate the efforts made by Value City Furniture to resolve the issues that occurred with my order. I just wish the company had been more proactive in resolving this issue without requiring the customer to continuously have to investigate and inquire into every issue that happened. While the complaints with my order have been resolved to my satisfaction, it is unfortunate the incident regarding the behavior of the assistant store manager was not addressed by the company's response, and I feel his behavior was entirely unprofessional and absolutely unacceptable. But the main complaint regarding my order has been resolved, and again, I appreciate the company's efforts to make things right and hope they have learned some lessons in this process regarding inventory management, customer service, and communication.
On 01/30/2016, Ms [redacted] purchased the Bobby Brown recliner, Maverick Brown reclining sofa, Shadow 5-piece dinette set, Crescent desk, Medina door bookcase, Justine Plush queen mattress set, Serenity Nightstand, Trad Pink Gel Pillow, As-Is Queen Serenity Upholstered bed, As-Is Serenity Pier, As-Is...
Serenity chest. The merchandise was delivered to Ms. [redacted]’s residence on 02/04/2016. The Crescent desk was delivered to Ms. [redacted] on 02/11/2016. Ms. [redacted] also received an exchange of the Bobby Brown recliner, Shadow dinette table and Serenity nightstand on 02/11/2016. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has advised Ms. [redacted] has received discounts totaling $555.66. The last discount was completed on 03/03/2016 in the amount of $50.00. Ms. [redacted] has also received an additional discount in the amount of $50.00 on 03/16/2016. I apologize we are unable to offer any further discounts at this time. We would like to offer our deepest apologies for the trouble you had to experience. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect. We appreciate that you understand that mistakes sometimes happen despite the numerous checks and measures. We are very sorry that this happened to you but rest assured it won’t happen again. 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 11/29/2013, Ms. [redacted] purchased the Prescott 4-piece power reclining sectional. The merchandise was delivered to Ms. [redacted]’s residence on 12/03/2013. On 09/16/2014, Ms. [redacted] notified Store Personnel regarding the loss of power on the Prescott 4-piece power reclining sectional. At that...
time, Ms. [redacted] was advised that we would complete a full replacement of the merchandise to resolve the merchandise issues. The replacement merchandise was delivered to Ms. [redacted]’s residence on 01/05/2015. As of 07/06/2015, Ms. [redacted] notified Store Personnel regarding the Prescott sofa Bluetooth capabilities were not working. Ms. [redacted] was advised that her 1 year manufacturer warranty has expired as of 12/13/2014. In the interest of customer service, the General Manager has offered a courtesy service. Ms. [redacted] can anticipate the courtesy service on 07/16/2015. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 10/27/2015, Ms. [redacted] purchased the Maverick Brown reclining sofa and the Pure Promise warranty. The merchandise was delivered to Ms. [redacted] residence on 10/30/2015.After receiving Ms. [redacted] complaint I escalated her issue to a Uniters Manager who has reopened Ms. [redacted] claim. I have been advised...
that a technician should be contacting Ms. [redacted] within the next 24-48 hours to set up an appointment to complete her service.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
While I understand Ms. [redacted]’s frustrations, the merchandise is no longer under the manufacturer warranty and discoloration is not described as a manufacturer defect. At this time, a courtesy has been offered to Ms. [redacted] with regards to her merchandise. Ms. [redacted] may keep her October Brown livingroom set and the Store Manager has extended a store credit of $377.99 towards her next purchase with free delivery.
On 2/2/16, Mrs. [redacted] purchased the Jasmine Charcoal sofa and chair 1/2, and the Jasmine Floral ottoman. Mrs. [redacted] received her delivery on 2/17/16. Upon receiving Mrs. Moore’s information through the Revdex.com, I contacted the General Manager. In the interest of...
customer service, the General Manager has agreed to allow an even exchange of the chair 1/2. The delivery of the chair ½ is currently scheduled for 6/8/16, but the date of the delivery is tentative. Mrs. [redacted] has also received a discount for the inconveniences that she has endured.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 would like to have an apology from the store and / or delivery personnel
In researching this complaint, we discovered the table top in question arrived at Value City Furniture on February 05, 2018. The last call Value City Furniture made to Ms. [redacted] to pick up the table top was on February 19, 2018. It is unclear in the invoice if Ms.[redacted] did pick up the table top. Therefore, we consider this matter closed. We apologize for any inconvenience Ms.[redacted] may have experienced. If Ms. [redacted] has any further questions or concerns he may contact our Customer Care Team at 888-751-8552. Sincerely, Brandy L[redacted]
I would like to break down the price for Ms. [redacted] paid for her Marisol Sofa,The Marisol Sofa is priced at $449.99; Ms. [redacted] had a promotion which allowed her to receive a discount of $103.94. Value City Furniture has to legally charge Ms. [redacted] taxes which in her county is 10.25%. So with the discount the sofa was now priced at $346.05 with discounts + 35.47 (tax) Ms. [redacted] paid $381.52 for her merchandise and that was the refund Ms. [redacted] received back to her account.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I will accept the business response if the 30% of the $799.99 purchase price is deducted using the $200.00 gift card that I received from VCF.
On 05/09/2015, Mr. [redacted] purchased the Alisa Luxury Firm Queen mattress set, the Siena Merlot Queen bed, and the Siena Merlot nightstand. The merchandise was delivered to Mr. [redacted]’s residence on 025/13/2015. The merchandise was then returned in exchange for the Wesley X Firm Queen mattress set...
and the Mosaic bed and nightstand on 07/16/2016. The queen box spring was then exchanged on 02/10/2017.After reviewing Mr. [redacted]’s complaint I have spoken to the store Manager who has advised me Mr. [redacted]’s complaint was a squeaking box spring and that has been exchanged. If Mr. [redacted] is now having issues with his mattress he would have to contact the store to set up a service to have a technician evaluate the mattress and if it is defective then a reselect would be offered to Mr. [redacted]. At this time a service has to be complete to determine a reselection can be granted for Mr. [redacted].I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
We strive to make furniture shopping easy and apologize to Kamila [redacted] for any inconvenience she may have experienced due to the peeling of her sofa. I see that on 5/27/2013 she purchased a 3 PC sectional ciera brown, which consist of a sofa, chaise and a cocktail ottoman for $699.00. Ms. [redacted] had no...
extended warranty on the sectional. We deeply value your relationship with Value City and are committed to providing you with the highest level of service, simply because our customers deserve the very best. While were unable to give the full amount back to you as an in store credit, we are able to give back a portion in the amount of $280.00 towards a new selection. 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 from the Clarksville, IN store has tried to contact Ms. [redacted] to offer assistance and help resolve these issues. Mr. [redacted] can contact the General Manager directly at ###-###-####and advise that he is following up on his claim with the Revdex.com.
I apologize for the delay in our resolution regarding Ms. [redacted]’s complaint. I kindly ask that Ms. [redacted] reject this response and allow additional time for her desired resolution. Please be assured that we are working diligently and I appreciate Ms. [redacted]’s patience in this matter
I apologize for the delay in our resolution regarding Ms. [redacted]’s complaint. I kindly ask that Ms. [redacted] reject this response and allow additional time for her desired resolution. Please be assured that we are working diligently with the store location’s General Manager and I appreciate...
Ms. [redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
The legs I saw in the showroom were for my bed, the Sienna Birch. The technician told us the legs in the showroom were different than mine. I am attaching a screenshot of my bed that was on the website. I am not willing to give up a warranty I PAID for to get a store credit.
[redacted] purchased his merchandise through [redacted] (formerly RAC Acceptance) located in a Value City Furniture store. [redacted] signed his contract with [redacted]; therefore, Value City Furniture will be unable to help [redacted] with his complaint. Value City Furniture has...
no legal right to exchange, refund or alter an [redacted] contract. [redacted] will need to contact an [redacted] representative at ###-###-#### or by mail at [redacted], TX [redacted] Please remove this complaint from Value City Furniture’s record and forward it to [redacted]. Sincerely, Marian H[redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
On 04/02/2011, Mrs. [redacted] purchased the 2 piece Laguna Camel Living Room set. The merchandise was delivered to Mrs. [redacted]’s residence on 07/19/2011.After receiving Mrs. [redacted]’s complaint I have confirmed that she is out of her 1 year manufactures warranty and she would have to dispute her...
claim denial with the warranty company (Uniters). Mrs. [redacted] may file a dispute by calling 877-901-1382 or by sending a dispute request to [email protected]. Unfortunately Value City furniture is not responsible for any stains accumulated on Mrs. [redacted]’s merchandise.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 01/26/2016, Mr. [redacted] purchased the Serenity 8-piece queen bedroom set and the Montero Brown 2-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 01/26/2016. On 02/17/2016, Mr. [redacted] notified Store Personnel regarding the bed being on the floor without bed rail...
support. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager contacted Mr. [redacted]. The General Manager has agreed to provide Mr. [redacted] with a bed frame for his Serenity queen bed. Mr. [redacted] can anticipate delivery of the bed frame on 03//02/2016. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concern 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. The General Manager from the local store reached out to me immediately after filing the complaint and went out of his way to make sure we were happy. I remain a happy American Signature customer.