Value City Furniture

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 suggestedThe damage was caused because the back of the furniture was poorly designed or manufacturedEither they stand behind their products or they don'tNothing 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 levelI was told by corporate that only the service representatives could determine manufacture defectsHow is it that the manager can suggest that it was not a defect if no one has been out to assess itThis is crazyI paid for furniture that should be constructed in a way that would withstand daily useIt's been a month an there is a holeThat speaks very poorly for this company.I also take issue with the warranty that suggest they do not cover intentional damageObviously!!! The damage should not have been able to occur unless something was wrong with the product.There is still an issue with the uneven bedSo the bed should be uneven and it should be expected that holes could be made in the furniture with a mere tapIf that is true, my daughter has doll furniture that is made better Regards, [redacted]

On 01-05-2016, Mr [redacted] purchased the Cobra Brown reclining sofa and the Pure Promise Warranty The merchandise was delivered to Mr***’s residence on 01-20-After reviewing Mr***’s complaint I have reached out to the store to see if there was any way we can refund his Pure Promise WarrantyWe will make an exception and refund Mr***’s warranty this one timeUsually the Warranty starts the day of delivery and last for yearsOnce the warranty is null and void we will refund the warranty in the form of an in-store credit if it was never usedThe refund will be put back on Mr***’s VisaI 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/Ms [redacted] purchased the Denver Black piece sectional through the AcceptanceNow program located in our Value City storeUpon receiving Ms [redacted] ’s information through the Revdex.com, I contacted the General Manager In the interest of customer service, the General Manager has agreed to allow Ms [redacted] to return the merchandise for an in-store credit Ms [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange If Ms [redacted] chooses merchandise that costs more than her store credit, she will be responsible for paying the differenceIf she chooses merchandise less than the amount of the store credit, the remaining amount will be an in-store credit for the customer to use towards any merchandise that we carry in our store location.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me directSincerely,

I wonder if you even read my message to youNobody ever tried to contact me regarding the claim I filed to come look at the piecesNot even onceWhy in the world would I not answer them when it was in my best interest to have them comeDoes 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 messageI have spent several hours on the phone trying to resolve this issue and nobody is helpfulI paid for the warranty I am within my rights to my requestsThe store I bought it from closed and I can't get a hold of anybodyI am getting ready to move and need this couch and tv stand fixedYou can choose to ignore me and send me the for another time as everybody else did, or you can be proactive for I've and resolve this issue for me and keep a clientWith a new house on the way I would imagine your best interest is to keep me as a clientI am sick and tired of trying to communicate with a third party company who isn't willing to helpLet alone call multiple different american signature store and get nowhere other frustration land

After secondly reviewing Ms [redacted] s invoice I am showing she paid $on the piece Cordoba sectional with the tax of $in taxA reselect would be granted in the amount of $since that is the amount Ms [redacted] s paid for her furnitureMs [redacted] s also purchased the Pure Promise warranty In the amount of $Ms [redacted] s wouldn’t get that money back in the reselect amount but the warranty would be transferred to her new merchandise once Ms [redacted] s selects new merchandise.I apologize for any inconvenience Ms [redacted] s may have experienced If Ms [redacted] s has any further questions or concerns she may contact me direct

On 10/14/2013, Ms [redacted] purchased the 6-piece Commander Gray sectional and of the 2-piece StMalo power sofas This merchandise was delivered to Ms***’s residence on 10/16/2013.On 11/07/2013, Ms [redacted] returned the 3, 2-piece StMalo sofas for a store credit of $ In August of 2015, Ms [redacted] contacted Store Personnel advising that she no longer wanted a store credit and requested a refund According to our contract with Visa, we must process refunds to the original form of payment used to make the purchase In compliance with our contract, Ms***’s refund was issued to her original form of payment on 06/20/and 10/20/ It is unfortunate that Ms***’s account with Wells Fargo has been closed According to several conversations with Wells Fargo, due to privacy issues, they will not discuss in detail Ms***’s account I have been asked that Ms [redacted] contact Wells Fargo and I have also been advised that the refund was returned to American SignatureIf the funds have been returned, it typically takes weeks to receive the refund I advised Ms [redacted] that I will follow up with her after the weeks has passed, unless I hear otherwiseI have been in contact with Ms [redacted] and will resolve with her accordingly She has my direct telephone number if she has any further questionsI apologize for any inconvenience and understand that Ms***’s experience has not been one that she would expect as a long time and valued CustomerI appreciate Ms***’s patience in knowing that we are working as quickly as possible to provide her overdue refund

On 7/21/16, Ms [redacted] purchased the Cobra Brown piece sofa and love seat setMs [redacted] received delivery of the furniture on 7/26/16.Upon reviewing Ms [redacted] ’s complaint through the Revdex.com, the General Manager has been contactedIn the interest of customer service, the General Manager has scheduled an even exchange of Ms [redacted] ’s love seat and adjusted her invoice for a $credit to be refunded to Ms [redacted] ’s Visa cardThe love seat will be exchanged on 8/17/The General Manager has contacted Ms [redacted] and she is aware of the adjustments that have been made and the delivery date of her new love seat I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

I just spoke with a general manager at Value City, Chippewa location Just like before, they can only do a delivery when it's convenient for them not the customer - Friday In reference to all my conversations with them, deliveries will have to be made on late weekdays or anytime on the weekends.To my surprise Craig/Greg had suggested for me to ask a neighbor to accept the delivery Not had they only wasted my time, now my neighbors? Unacceptable! In addition, he said that he felt like I was already compensated enough because it was a free delivery, no tax, and $credit on the 2nd deliveryFirst off, the over $worth of furniture I bought was purchased on a Black Friday (deal - no tax plus free delivery on over $purchase) This is not a compensation for customer inconvenience, but was a Black Friday deal!I had already made multiple attempts in resolving this issue with the store and a $credit isn't going to satisfy a customer who has wasted over hours waiting for a defective deliveryTo resolve this issue, I would like to return the sectional set and a full refund, plus the [redacted] refund since customer satisfaction is not their main goal And, customer compensation for over hours of wasted timeThank You!

On 8/24/2010, Mr [redacted] purchased the Larkin Chocolate piece sectional with the Fabric Protection warrantyThe furniture was delivered to Mr [redacted] ’s residence on 9/4/2010.Mr [redacted] ’s claim has been researched through the Uniters’ database and claim # [redacted] is Mr [redacted] ’s personal identification number for his claim that was submitted on 7/13/Mr [redacted] was noted as a “Not at home” for the service call that was scheduled for 7/27/Mr [redacted] will need to contact Uniters at 1-877-901-to reschedule a date in which he will be at the residenceOnce a date has been rescheduled, Mr [redacted] will receive a call at the phone number listed on his invoice closer to the date that is scheduledI apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

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 dayWe have completed an adjustment to Ms [redacted] ’s invoice by $as the refund will be credited back to her Synchrony Credit account used at the time of purchaseThe $will come off of Ms [redacted] ’s Credit account balance that will reflect on her Synchrony Credit account statement within 1-billing cyclesMs [redacted] ’s continued business is so very important to usWe never want to alienate a customer due to our lack of providing the exceptional service each customer deservesWe hope to grow a lifetime relationship with Ms [redacted] Again, we apologize for the inconvenience, and wish to thank Ms [redacted] for taking the time to reach out to us with her concernsMs [redacted] may call me direct with any questions or concerns in the futureI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

[redacted] didn't recovery all the facts / complaints..there we're several complaints after the exchange

After receiving Mr [redacted] ’s rejected response regarding the Prescott Auburn 4-piece sectionalA service technician did go out to Mr [redacted] ’s residenceOnce we received information back regarding the merchandise issues, the General Manager has advised that he would offer full credit in the amount of $for Mr [redacted] to select new merchandiseOnce Mr [redacted] selects new merchandise we will deliver the new and pickup the Prescott Auburn 4-piece sectionalMr [redacted] will need to go into the store to choose new merchandiseIf Mr [redacted] select merchandise over the amount of $he will be responsible for the differenceIf Mr [redacted] still feel this offer does not resolve the problems he is having with the Prescott Auburn 4-piece sectional he can contact the General Manager at ###-###-#### and advise that he is following up on his Revdex.com complaint

On 2/20/14, Mrs [redacted] purchased the Rialto Brown piece sleeper sectionalMrs [redacted] accepted delivery of the furniture on 2/20/Mrs [redacted] was given an in-store credit to reselect to a different furniture set and the Messina Chocolate piece sofa and chair set and the Messina chocolate ottoman were delivered to her to replace her original furnitureUpon reviewing the inquiry sent to the Revdex.com, the Store Manager was contactedIn the interest of customer service, the Store Manager refunded the remaining in-store credit to Mrs***’s credit cardThe amount of $has been processed to the Value City Furniture card through Synchrony Financial InstitutionMrs***’s account will show the credit amount reflecting in the remaining balance within 2-business days.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

On 02/16/2014, Mr [redacted] purchased the Colton Camel 3-piece livingroom set and the 6-piece Neo Classic queen bedroom set with an extra nightstand This merchandise was delivered to Mr [redacted] s residence on 2/22/2014.I apologize for any confusion Mr [redacted] may have experienced regarding the warranty that was purchased Mr [redacted] s 7-year warranty covers any accidental burns, rips, tears or stains Unfortunately, the purchased warranty does not cover any structural defects and therefore; Mr [redacted] only had the one year manufacturer warranty which expired in February of 2015.In the interest of Customer Service, the General Manager has authorized a one-time courtesy exchange on the Colton sofa The sofa will be delivered to Mr [redacted] s residence on 9/16/ The exchange merchandise will not carry any warranty and Mr [redacted] will only have the 7-year accidental warranty on both pieces.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

[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

On 05/23/2015, Ms [redacted] purchased the Tranquil queen mattress set, the 6-piece Neo Classic queen bedroom set and an additional nightstand This merchandise was delivered to Ms [redacted] s residence on 05/30/2015.I apologize that the stated $check had not been processed to Ms [redacted] Due to this error, we will be more than happy to process a $refund to Ms [redacted] s Synchrony Credit Card for the inconvenienceThis refund will process within 3-business days.If Ms [redacted] has any further questions or concerns she may contact me direct

I was unable to locate an invoice for Ms [redacted] regarding her complaintIn order to investigate her complaint further, I will need additional informationName on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will follow up with an offer of resolutionIf for Ms [redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

I am rejecting this response because: Their website does not state that they have the right to cancel my order at any time The following disclosure has been taken directly from Value City's Websiteand I quote the following exactly as it is listed...Pricing and Other ErrorsPrices shown for items on this website's product pages and in your shopping cart are for merchandise onlyAn estimate of the total cost of your order is available in your shopping cart, including any applicable tax, delivery or other feesThe final cost will be available for your review prior you complete your orderWhile we strive for accuracy in the pricing displayed on this website and the other product information we provide, errors can occurIn cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order onlineIn the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelledAny payments that have been authorized for that order will immediately be reversedShould you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policyIn this specific paragraph it does not state that they have the right to cancel my order at any time If anything, it shows that I'm correct and they need to honor my pricing The sentence that reads "we expressly reserve the right not to honor pricing errors on this website when accepting an order online" says that they reserve the right not to honor pricing when they are ACCEPTING an online order When I purchased the set, they sent me my order number with the following customer tracking..ORDER TRACKING:1.) Order placed - Completed2.) Order Processed- Completed3.) Order Filled- Completed4.) Out for Delivery- Not CompletedNot only did they ACCEPT my order, but they PROCESSED my order which means their disclosure is no longer valid It specifically states that they will not honor an order when accepting the order which they did It does not say at any other time they can cancel my order That statement is right before they say they have the right to cancel my order which implies they can only do so at a certain time in the purchase, otherwise, they would have stated they can cancel my order at any time I would also like to include this other disclosure that was taken directly from their website...and I quote...Are the prices in my Shopping Cart guaranteed?We make every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnightAs a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been processedPlease note, we reserve the right not to accept your order in the case of a pricing error or other technical issueIn the rare instance that your order is not accepted, you will be notified immediately and your card will not be chargedThis specific disclosure states that prices stored in my shopping cart are subject to change UNTIL I have actually placed my order and it has been processed My order WAS processed, I received an order confirmation number showing it was processed and also another confirmation in my order tracking saying that my order was processed and filled, oooo and by the way my account was CHARGED for the purchase completing the process This specific paragraph states that my price is now locked in and is not subject to change.What Value City is doing is completely wrong and I will take any means necessary to get the product that I purchased at the price I paid for it and was charged Thank you Regards, [redacted] ***

American Signature has given Mr [redacted] an in-store credit of $1399.99, and he used the credit to select the piece Nikki Taupe sectionalAmerican Signature also discounted the Nikki sectional so Mr [redacted] wouldn’t have to pay any additional funds for his merchandise Mr [redacted] picked up his merchandise at the Brandon, Florida location on 05-05-2017, and his defective furniture has been disposed.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 07/03/2015, Mr [redacted] purchased the Monaco Gray power livingroom set and the Castleton dining table This merchandise was picked up by Mr [redacted] on 07/11/2015.I apologize for any frustration Mr [redacted] may have experienced regarding his order I have confirmed with Store Personnel that Mr [redacted] is scheduled to pick up an exchange of the Castleton table on 07/29/2015.If Mr [redacted] has any further questions or concerns he may contact me direct