Value City Furniture

On 10/09/2013, Ms [redacted] purchased the Rialto Cardinal 2-piece sectionalMs [redacted] picked up the merchandise on 10/12/Ms [redacted] notified Customer Care on 02/18/regarding the bonded leather cracking and peelingMs [redacted] was advised that she had a 1-year Manufacturer warrantyMs [redacted] was also advised we do not have a warranty that covers cracking and peelingIn the interest of Customer Service Ms [redacted] has been offered credit in the amount of $toward a new purchase based on the timeframe Ms [redacted] has had the Rialto Cardinal 2-piece sectionalMs [redacted] will need to go into the store to select new merchandiseIf Ms [redacted] select merchandise over the credit of $she will responsible for the differenceI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 1/28/16, Mrs [redacted] purchased the StMalo Brown piece power reclining sectionalMrs [redacted] received delivery of the furniture on 2/3/16.Upon reviewing Mrs [redacted] ’s complaint through the Revdex.com, the General Manager of the store location was contactedIn the interest of customer service, the General Manager has approved for Mrs [redacted] to receive an in-store credit that can be used to exchange the furniture for the same make and model, or exchange for another item in the storeThe Assistant Manager has contacted Mrs [redacted] to review these options and is currently awaiting a return call.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 understand Mr***’s concerns and apologize for the continued issues According to the service report, Mr [redacted] signed off as complete after over an hour of service on his merchandise I kindly ask that Mr [redacted] allow the Store to complete the follow up service Once the service is complete, we will move forward with the proper resolution I will forward his rejection to the Store Manager so they are aware of Mr***’s requests

On 02/12/2016, Ms [redacted] purchased the Natchez Trail 46xcounter height table and the Rialto brown 2-piece sectionalThe merchandise was delivered to Ms [redacted] ’s residence on 02/17/After receiving Ms [redacted] ’s Revdex.com complaint the General Manager has contacted Ms [redacted] In the interest of Customer Service the General Manager has advised that he set up to exchange the Ms [redacted] ’s Natchez Trail 46xcounter height table and the Rialto Brown 2-piece sectionalThe General Manager also advised he is willing to refund the delivery and Pure Promise warranty once the exchange of the merchandise is successfulMs [redacted] can anticipate the delivery exchange on 02/29/If 02/29/does not work for exchange of the merchandise, Ms [redacted] will need to contact the General Manager at ###-###-####I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

I am beyond disappointed with the customer service your are offering When this original purchase was made, the sales women, Lory M [redacted] ensured me, that if I purchased the insurance it would not be a problem if I relocatedThe first issue happened with this couch only weeks after I made the purchase My initial claim was to have a cushion casing replaced A month later, I received a new casing that was not even close to the fabric, pattern, or color of my actual couch I spent time back and forth, emailing new pictures and being told that it would eventually be the same color...absolutely absurd to say if these people had actually looked at the photos I was asked to send in I was then told by Pure Promise, the store was to blame and they sent the incorrect casing I imagine someone has the correct model on file of what I purchased, and offered numerous times to give them the information from my receipt I then spoke with the store in Liverpool, Audrey or Aubrey and she actually had to nerve to laugh during our conversation and tell me numerous times that she cannot help me (I asked for her last name, she said she is the only one in the store, and for the corporate office number) She then blamed Pure Promise that it was their fault for the incorrect casing I was told by Pure Promise that I had to contact the store, and then this Audrey supervisor told me I had to call Pure Promise, since they want to hear from the customer not the store There is obviously a disconnect between these two businesses, if I am being told two different things This issue was from November and each time I have called, I was told they would take care of it, it is now April and still never received the correct casing, or even contacted to follow up about the matter Why did I purchase this insurance if I am not able to get service or even speak to someone who has answers??? The frame then broke on the arm rest, and a technician through Paladio then came to my house in Massachusetts to enforce a 2xin the arm rest for the proper support I expressed to the technician that the same thing had happened to the other arm rest, and he said to call for a new appointment since he did not have the time to complete the other side....technician was suppose to arrive between 1pm-3pm and did not show up until after 5pm I left work early that day, spent countless hours trying to get a technician to come back here to fix the other side, and get the actual correct casing The Pure Promise insurance was not helpful, one representative said she never heard of Paladio No one knows who even came to my house to fix this issue then? I called customer service at the corporate center for Valu City Furniture and explained how frustrated I was, being sent back and forth, basically being told something different each time While I was on the phone with customer service rep at Valu City Furniture, I was told me she was trying to call pure promise to get the full detail I was put on hold numerous times, and then finally was told she would call me back since she was unable to get in touch with anyone...of course I did not get a call back After filing a complaint with the Revdex.com, I finally get a response and you are offering to give me a full refund on the couch and insurance if I bring the item back to the store After reading every report and claim I filed, it is clear that I live hours from the location to where I bought this couch from, and so disappointed that after spending $1,on this, that is the solution I have I do not have a truck, that would mean I would need to rent a UHaul, pay for gas, and drive a total of hours to be able to get my money refunded Why is the casing not replaceable, and why can a techinician not revisit my location? I have spent countless hours and research on who the correct person is to talk to about thisThis is by far the worst purchase experience I have had in my life, I do not know how a company can continue with such poor customer service across the whole organization I have been ignored, hung up on, asked to speak to a supervisor, regional manager, etcand have gotten no where I cannot imagine the CEO and President, Jay and Jonathan S [redacted] of Valu City Furniture would accept such poor customer serviceJonathan's statement on the website..."Our mission is to make furniture shopping easy and to help customers like you find the perfect furnitureThe furniture that sets the scene for life from your first apartment to an empty nest and every laugh, smile, and dream in between the furniture that is your perfect piece." This experience has been far from that message stated on the website If the family that owns this company saw how there customers are in fact treated with such unprofessional mannerisms, I am positive they would not be impressed with the solution being offered...I assure you I am not There have been claims filed to the Revdex.com within the past months, most of them being product/service complaints and I can see why I am willing to speak with you to resolve this complaint, and if you do not have a realistic resolution, I would like the contact information of your supervisor

I apologize for any inconvenience this may have caused Ms***If Ms [redacted] has any other questions or concerns, please feel free to the store Manager at ###-###-#### Sincerely, Marian H***

Mr [redacted] purchased the Extended Protection Plan, which was a 3-year structural coverageOur 5-year Pure Promise warranty was not offered at Mr [redacted] ’s purchasing store until 7/6/The terms and conditions of the plan that Mr [redacted] purchased are attachedThe furniture that Mr [redacted] purchased was not manufactured by American Signature, so the Limited Lifetime Warranty does not apply to his orderDue to the issues with the furniture and no warranty covering it, we will step outside of those guidelines and maintain the 20% in-store credit that was initially offered to Mr [redacted] He will still have an additional days from the date of the initial response to utilize the credit

we recently had need to replace a broken kitchen faucetjim, our repairman, was professional,personable, and hardworkinghe took the time to explain the what, why, and how of his recommended approach to resolving the problems encounteredwe believe we received quality service at a fair price

[redacted] ***,Store manager has left a message to assistOur resolution would be a replacement sofaPlease touch base with the store manager to understand if we have dates that fit your needs for delivery

I am rejecting this response because: because I gave the lady my information from American signature furniture I called the number on the complaint and she never got back to me Regards, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards,

you are offering a credit of $toward my next purchase which I do not plan on purchasing any furniture any time soonAs well as $is not going to cover any type of repairs or replacement cost of the sofaThis is a defect of the furniture such it is a manufacturer issueI have attached pictures of the peeling and these photos where sent to Renee at VCF when I first contacted them

On 01/01/2011, Ms. [redacted] purchased the Milo Mocha 6 piece home theater sectional, The 2 piece Boston sofa and recliner, the Black Sawhorse Desk, and a 12x31 wall Steel Clock. The merchandise was delivered to Ms. [redacted] ’s residence on 01/05/2011. The 6 piece sectional was returned on 1/31/2011. The... 2 piece living room set was returned on 12/30/2011 and replaced with the October 2 piece living room set. After receiving Ms. [redacted] ’s complaint I have verified that her merchandise on her invoice was purchased in 2011 and has no warranty. At this time Value City furniture is unable to assist Ms. [redacted] in the damages that are occurring to her merchandise. Ms. [redacted] is outside of the 7 day return policy as well so we will not be refunding or replacing the 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.

On 08/18/2014, Ms [redacted] purchased the Pacer 72” fireplace and sound bar through the Acceptance Now Program located within our Value City Furniture storeThe merchandise was delivered to Ms [redacted] on 08/27/On 04/14/Ms [redacted] was advised that we would exchange the Pacer 72” fireplace with sound barMs [redacted] was also advised that if the exchange sound bar does not work in her home we will pick up the merchandise for a full refundAfter receiving MsSmith’s Revdex.com complaint the General Manager reached out to Ms [redacted] to resolve her issues with the Pacer 72” fireplace and sound barIn the interest of Customer Service the General Manager has agreed to pick up the merchandise for a full refundMs [redacted] can anticipate pickup of the Pacer 72” fireplace and sound bar on 04/05/Ms [redacted] will receive a call by 04/04/from the delivery location to advise of the timeframe for 04/05/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

it is now October 13, and I have still not received my remote for my tv console fireplace I had the delivery scheduled two weeks after purchased due to knee surgery I still have been able to use my fireplace due to only being able to use it manually and I am on crutches trying to get around furniture to do that I was told that the remote would be sent to me and it's been over two weeks since The service technition told I would have a remote orderedI still haven't received it or had any contact from value city furniture telling me that it was ordered or on its way to me I did get a two pack cleaning kit delivered although my receipt does specify a pure promise care kit pack item # I would like to know the status of my remote control and if it is going to be mailed to me or personally delivered to me and how much longer I will not be able to use my fireplace

You still failed to explain what the additional $plus dollars I paid were for after all the pieces were "discounted." You basically discounted the pieces and then added the delivery and tax to the balance owedI feel you falsely advertised this promotionI met the promotion and you failed to return what I paid, instead, citing so-called discountsIt's in the receiptsThe explanation given is absolutely ridiculous

On 04/18/2015, Ms [redacted] purchased the Park City Gray sofa and loveseat with the AcceptanceNow program located in a Value City Furniture store This merchandise was delivered to Ms [redacted] residence on 4/22/2015.After the initial repairs were made on 04/29/2015, Ms [redacted] did not contact Store Personnel for additional service until 12/15/ On 12/18/2015, a Service Technician visited Ms [redacted] home to inspect the merchandise and make any repairs It was determined that parts would need to be ordered to repair Ms [redacted] merchandise Our manufacturer’s warranty is solely a service warranty and refunds will not be provided In the event we are unable to repair the original merchandise to manufacturer specifications, a replacement or store credit will be offered The Service Technician did advise that Ms [redacted] merchandise can be repaired and we need to make every attempt to properly service Ms [redacted] merchandiseAdditionally, please keep in mind that Value City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contract Ms [redacted] may contact an AcceptanceNow representative at (888) 672-or by mail at Headquarters Dr, Plano, TX with any questions regarding her contract.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 10/11/2015, Mr [redacted] purchased the Adrian Chocolate 2-piece sofa and loveseatMr [redacted] picked up the merchandise on 10/13/On 11/29/Mr [redacted] scheduled a service call regarding the Adrian loveseat had a wrinkle in the fabric of the side of the loveseatThe service call was completed on 12/09/On 01/30/Mr [redacted] advised that the cushions on the Adrian Chocolate sofa were going flatStore Personnel ordered seat core and Mr [redacted] is set up for repair on the Adrian Chocolate sofa on 04/06/After receiving Mr***’s Revdex.com complaint the General Manager reached out to Mr***The General Manager has advised Mr [redacted] that we will replace all cushion cores of the Adrian Chocolate sofa on 04/06/The General Manager also advised that if Mr [redacted] is not satisfied with the repair we can then inspect the furniture to be returned for a refundI apologize for any inconvenience Mr [redacted] may have experiencedIf 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 everydayMs***’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 would like to offer Ms [redacted] a $giftcard for the inconvenienceIf Ms [redacted] is satisfied with the offer of the $giftcard she may contact me direct to ensure that the giftcard is mailed to her residenceI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

I would like to request that Mr [redacted] submit pictures to the Revdex.com of the issues he is having with the furniture Please send pictures of the specific issues and then a picture of the furniture as a whole.I also request additional information regarding the timeline that has transpired since the delivery of the Branson Brown sofa and loveseat on 02/18/ I appreciate Mr [redacted] ’s compliance and patience