Value City Furniture

On 01/02/2016, Ms [redacted] purchased the Mandalay Chocolate 4-piece sofa, loveseat, ottoman and chair and halfMs [redacted] also purchased the Monterey cocktail table and two Monterey end tablesThe merchandise was delivered by our contract delivery team to Ms [redacted] ’s residence on 02/06/On 02/08/2016, Ms [redacted] notified Store Personnel regarding the front door to her residence was taken downMs [redacted] advised that contract delivery did not assemble the front door back on the hinges and also caused damage to her floorsAfter receiving Ms [redacted] ’s Revdex.com complaint we sent this to the General ManagerThe contract delivery team has reached out to Ms [redacted] Ms [redacted] has advised that she is awaiting the estimate and will notify contract delivery once she receive the estimate to repairI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

Good Morning Ms. ***, I have been informed that Ms. [redacted] will be contacting you today to discuss compensation for the flooring. Please keep me informed and let me know if an agreement was reached so that I can respond to the BBB accordingly. Thank you, Karema H [redacted] Senior Analyst

On 3/13/15, Mr. [redacted] received the Scenic Path Queen mattress set, the iProtect sleep protector, and 2 Mitchell Beige push back recliners. Mr. [redacted] is currently scheduled to have a Service Technician come to his residence on 3/3/16 for an inspection of the merchandise to determine if repairs can... be done. According to our warranty guidelines, if the merchandise can be repaired, the proper steps will be taken to ensure that this is completed. If the merchandise is deemed unrepairable, then Mr. [redacted] will receive an exchange of the same item.I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.

I think it is just reasonable and just because of all the troubles I went through to speaking to two different customer service and the man whho first dealt with my copaling is not only rude but unprofessional, stating tht I need to find a licensed techinician and look at my cooucThe only resolution I will accept is for us to be provded a new couch

On 01/07/2017, Ms [redacted] purchased the Applause Queen mattress set, and a Queen-sized mattress protectorOn 2/15/Ms [redacted] reselected to the Chrystal Ridge Queen mattress setThe items were delivered to Ms [redacted] ’s residence on 1/13/with the reselected mattress being delivered on 3/4/Value City recognizes that the damage done to Ms [redacted] is an incredible inconvenience, and we apologize for the experience that she has had thus farWe have been in contact with Traveler’s, the insurance company that will compensate the customer regarding the damage that was doneMs [redacted] will be contacted by Traveler’s within 24-business hours to move forward with the claim processThe claim number for Ms [redacted] is [redacted] I apologize for any inconvenience this may have caused Ms[redacted] If Ms [redacted] has any other questions or concerns, please feel free to contact me directlySincerely,

When I did not get a call back from the store as promised and did not receive any indication my furniture would be delivered that week, I had to rent a truck to pick up the furnitureUpon bringing it home and removing the plastic (It was wrapped up and pouring rain that evening), I found that the frame was broken and the legs were sitting crookedI had to rent a truck the next day to return the furnitureThis cost me $plus I have now had to leave work on separate occasions.I went to another Value City Furniture store to pick out new furnitureThe sale had ended and I had to pay an additional $to have my new furniture delivered this time around.I am now asking to be reimbursed the $and the $I would be happy to provide receipts for these transactionsI would be happy to have the credit applied to my Value City Account.Regards, C***s

I am not satisfied with this solutionI requested a refund, not a credit for my problem

In researching this complaint, we discovered Ms [redacted] was given a store credit to select a new itemMs [redacted] did select a new item and it was delivered to her home on March 14, Therefore, we consider this matter closed We apologize for any inconvenience Ms[redacted] may have experienced Ms [redacted] has any further questions or concerns he may contact our Customer Care Team at 888-751- Sincerely, Brandy L***

On 10/01/16, Mrs [redacted] purchased Lisbon Black Bar Stools and 5’x8’ Shag White RugThe stools were delivered to Mrs [redacted] ’s residence on 10/04/16.After reviewing Mrs [redacted] ’s complaint I have made contact with UPS to confirm the rug was sent back to the VendorNow that the information has been confirmed I have refunded the total value of the Rug back to Mrs [redacted] She should receive the refund back onto her card within the next 3-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

The partial credit offered was $which I do not believe is suffiecientI have been totally inconvenienced and the store does have any furniture that I likeThe store conpletely disposed of my furniture since Sat last week and did not call to give me any options of receiving it back as it was picked up prior to disposing nor did I receive a call after I had to call on Wed Aug at 6pm because I was waiting for my delivery since and did not receive yetWhen I called I was on hold to 30mins as the manager picked up to tell me they were helping other customers and the operations manager Maureen came back on the phone to tell me she assures me my merchandise was on the truck on its way to meThen I receive a call back at from Rebecca saying this merchandise was thrown away on Sat and nothing they can do to get it backI was also inconvenienced the prior week when I had an appointment noone showed up to which I spoke to Kaneeda about who's responding to this Revdex.com complaint , along with another appointment they only came to inspect my furniture and that was not explained to me then had to set up another day for them to come just for my merchandise to be picked up and not returned at all..Last Wed when I went into the store Rebecca kept ref a its like a car dealership they dont know until they know but I believe if the process is always the same then it should have been explained to me initially and I shouldve been given optionsIf I went into a restaurant and something was wrong with the food or service then management gives you your food free of charge and your money back if chargedI even asked the customer service manager above Kadeena if they can order my same set outside of the store and was told noThe store is not willing to be inconvenience or go out of their way but offer me $not even 25% of the price and furniture I have to settle forIve been in tears since this happened as this furniture was a set that was picked out by a love one that isnt here anymore along with the fact I really love this set and had it for 2years with decorations and other furniture all picked out to match this paticular furnitureI didnt go to court yet to exercise my consumer rights as I am not looking for any handouts but I will because this is not rightI simply asked if I have to settle for furniture I do not like then I should also be compensated with a full refund due to all of the inconvnience, frustration, and mental anguish this has causedI am also under doctor care aa I have been suffering through depression which I have paperwork for and to add on top of that this happens

On 06/21/2017, [redacted] purchased the Hanover youth full bookcase bed with storage and the Hanover deskThe merchandise was delivered to [redacted] ’s residence on 6/28/2017.After reviewing [redacted] ’s complaint I would like to inform him that the item purchased is a full size bedIf the item didn’t meet [redacted] ’s standards, Value City Furniture has a day worry-free return policy [redacted] didn’t contact Value City Furniture until 7/25/2017, requesting the sizing information for the bedAt this time [redacted] would have to contact the store Manager at the [redacted] *** location to request a reselectI apologize for any inconvenience [redacted] may have experienced If [redacted] has any further questions or concerns he may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

On 10/27/2014, Ms [redacted] purchased the Vantage power lift chairThe merchandise was delivered to Ms [redacted] ’s residence on 10/27/On 01/16/Ms [redacted] notified Store Personnel regarding the issues Ms [redacted] was experiencing with the Vantage power lift chairStore Personnel agreed to replace the Vantage power lift chairThe replacement was delivered to Ms [redacted] ’s residence on 01/23/Ms [redacted] notified Store Personnel regarding the same problems she was having with the original Vantage power lift chairIn the interest of Customer Service, the General Manager agreed to give Ms [redacted] a full refundAccording to our contract with Visa, we must process refunds to the original form of payment used to make the purchaseMs [redacted] received a full refund without the delivery feeI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she 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 I would like to know when I will be receiving my refund

Per the response from Value City, "we expressly reserve the right not to honor pricing errors on this website when accepting an order online." I have attached the email I received where Value City has cleared accepted and processed my order I was simply waiting for the delivery to be scheduled Regards, [redacted]

On 28/11/2018, Ms [redacted] made her purchase at one of our Value City Furniture store locationsThe furniture was delivered to Ms***’s residence on 2/24/2018.We understand Ms***’s concerns and apologize for the experience that she has had with our companyMs [redacted] spoke with the General Manager on 3/1/and the issues with the delivery have been resolvedThe property damage claims are being addressed by the General Manager as wellIf Ms [redacted] has any further questions or concerns, she can contact the sore location’s General Manager at ###-###-####She can also contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

Several contact attempts have been made to Ms [redacted] in regards to picking up her furniture for a full refundToday Vale City Furniture will be picking up the merchandise and refunding Ms [redacted] in full I have not received any follow up emails for Ms [redacted] since our last conversation and I apologize for not giving a response Once Ms [redacted] ’s furniture is picked up today a refund will be processed and it takes 3-business days to reflect her account.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 02/09/2012, Mr [redacted] purchased the Branson Brown 2-piece livingroom set This merchandise was delivered to Mr [redacted] ’s residence on 02/18/2012.I apologize for the delay in resolving Mr [redacted] ’s inquiry While we are unable to locate multiple contacts from Mror Mrs [redacted] within the first year of receiving the merchandise, we want to assist in the interest of the Customer.In the interest of customer service, the General Manager has agreed to allow Mr [redacted] to keep his merchandise and offer a store credit for replacement Mr [redacted] will need to go to the store to choose replacement merchandise with a store credit of $ If Mr [redacted] chooses merchandise that costs more than his store credit, he will be responsible for paying the difference Mr [redacted] will also be responsible for half the delivery fee if he chooses to have his merchandise delivered Mr [redacted] will have days to use this Store Credit or make special accommodations with the General Manager.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

Ms. [redacted] has spoken with our Insurance Adjustor and we have determined that Ms. [redacted] will work through her insurance company and we will be billed to pay for the damages. I apologize for the time it has taken to get this resolved. If Ms. [redacted] has any additional questions or concerns she may contact me direct.

Ms. [redacted] merchandise as set to deliver on 12/30/2015. After receiving the shipment at the delivery store location, one of the pieces to the Venti Mocha 4-piece sectional came in wrong. After speaking with the General Manager has advised that Ms. [redacted] received delivery of the Venti Mocha 4-piece sectional at her residence 01/02/2016. The General Manager has contacted Ms. [redacted] regarding her BBB Complaint. Ms. [redacted] is satisfied with the delivery on 01/02/2016. In the interest of Customer Service Ms. [redacted] has been offered to refund the delivery fee back. Ms. [redacted] can expect the refund within 3-5 business days. 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 08/29/2013, Mrs. [redacted] purchased the Grove Park 3 piece sectional. The merchandise was delivered to Mrs. ***’s residence on 09/13/2013.After receiving Mrs. ***’s complaint I have verified that parts were ordered for Mrs. ***, and were expected to be delivered directly to her residence... within 8-12 weeks. At this time Value City Furniture are unable to order parts for the Grove Park sectional due to the item being discontinued. What we are able to offer Mrs. [redacted] is an in-store credit $1,554.23. Mrs. [redacted] can use the in-store credit towards a new sectional we have in stock. Since the location is closed that Mrs. [redacted] made her original purchase she may visit our Bear, Delaware location or shop online and make her purchase over the phone with our customer care team. Once a reselection is made we will deliver the merchandise to Mrs. ***’s residence and take the merchandise she currently have in her home. I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.