Value City Furniture

On 12/07/2016 Mr. [redacted] purchased the Canal St. Queen mattress set, queen sized center support tails, and the Queen Mosaic Panel bed. The items were delivered on 12/31/2016. I have called the store Manager who stated that Mr. [redacted] is currently scheduled for an exchange of his mattress on... 5/26/17. When Mr. [redacted] brings back his old mattress, we will provide him with the new. Attached Mr. [redacted] will find a copy of his warranty information for the replacement mattress, including exclusions that will void his warranty. I apologize for any inconvenience this may have caused Mr. [redacted] . If Mr. [redacted] has any other questions or concerns, please feel free to contact me directly. Sincerely, Marian H***

On 9/23/12, Mrs [redacted] purchased the Galveston Chocolate reclining sofa with drop table and the Galveston Chocolate rocker reclinerMrs [redacted] received her furniture on 9/28/12.MrsJames’ complaint through the Revdex.com has been addressed with the General ManagerHis office has contacted Mrs [redacted] in reference to the issue with the furniture and a service call has been scheduled for 7/1/for an inspection to be completedOnce the service technician has inspected the merchandise, he/she will report to the General Manager and Mrs [redacted] will be contacted with the next course of action from that pointMrs [redacted] will be contacted 1-days prior to the scheduled service date with a time frame that the technician will visit 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

a mattress is a huge purchase and investment for our family in which we trusted Value City FurnitureDuring a purchase Value City employees love to throw around the assurance of the warranties, but in reality when you actually need to use it it never is covered! 20% is not nearly enough to help us purchase a new mattress in a situation were our warranty accordingly to the floor staff should have been covered Regards, [redacted]

On 02/05/2016, Ms [redacted] s purchased the Cordoba Chocolate piece sectionalThe Merchandise was delivered to Ms [redacted] ’s residence on 02/11/After reviewing Ms [redacted] ’s complaint I have spoken with the store Manager who has stated that Ms [redacted] ’s can have a full reselect for her piece sectional That means Ms [redacted] ’s can go into the store and pick a new sectional at the original cost of the sectional At this time a refund can’t be granted for Ms [redacted] ’s due to her having the furniture past the day return policy time frameI 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

Ms [redacted] is going to receive a box spring at no cost with her delivery on 04/25/ This will add height to her mattress and Ms [redacted] should be pleased She has my contact information if anything else is needed regarding her complaint or future needs

On 05/17/2015, Mr [redacted] purchased the piece Landon leather sectionalThe merchandise was delivered to Ms***’s residence on 05/21/2015.Upon receiving Mr***’s complaint I have spoken to the store Manager who has advised me that he has contacted Mr [redacted] and left him a voicemailI am aware that we can offer Mr [redacted] a reselect to a new sectional with an in-store credit of $At this time the store Manager feels that a full refund is not an option but is willing to speak with Mr [redacted] to discuss other optionsI apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

I accept this response, providing the replacement furniture to be delivered will be free of defects

On 7/11/2016, Ms [redacted] purchased the Jordan twin corner bed, the Dimora twin bed, one twin Bunkie board, an adjustable base and the Rialto Onyx 2-piece sectionalThe merchandise was delivered to Ms [redacted] ’s residence on 7/15/216.Upon reviewing Ms [redacted] ’s complaint I have been informed that a manager from American Signature’s corporate office has spoken to Ms [redacted] and the agreement of a partial refund and a service call has been issuedMs [redacted] accepted the attempt to resolve the complaint.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@AmericanSignature.com

I reviewed the response made by the business in reference to complaint ID [redacted] , which is requesting specific and whole pictures of furniture sent to BBB. I originally sent several pictures to VCF at Orland Park were the furniture was purchase and to the manager [email protected]. I agree to the request to send pictures again.

On 09/04/Mr [redacted] purchased the Vantage power massage lift chairMr [redacted] picked up the merchandise on 09/10/On 11/29/Mr [redacted] notified Store Personnel regarding a dent in his cushionMr [redacted] was advised that we would send a service technician out to his residence to view the damageThe service call was completed on 12/09/After receiving Mr [redacted] ’s Revdex.com complaint the General Manager has agreed to replace Mr [redacted] ’s Vantage power massage lift chairMr [redacted] will need to contact the General Manager at 412-653-to set up the exchangeI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

Saturday I received a call with regards to the photos that were take of the furniture in questionVCF's Nick R*** told me to go and choose furniture of equivalent valueI went straight away and chose another set that seemed to be of better quality and was told that it would be exchanged on the 18th! Thank you so much for helping in the resolution that I was unable to reach!

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

On 09/24/2014, Ms [redacted] purchased a one-only West Village livingroom set This merchandise was delivered to Ms [redacted] ’s residence on 9/27/2014.I apologize for the delay in resolving Ms [redacted] ’s inquiries I have been advised that the parts were sent to the incorrect address and therefore; Ms [redacted] never received the necessary parts to complete her service.I have contacted Ms [redacted] and left a voicemail asking her to confirm the pieces in her residence so we can schedule an exchange I look forward to hearing back and being offered the opportunity to complete this inquiry.Sincerely,Jenna C [redacted]

On 2/11/2018, Ms [redacted] made her purchase at one of our Value City Furniture store locations.We understand Ms***’ concerns and apologize for the experience that she has had with our companyMs***’ order was cancelled on 2/22/and her refund is being processed by AcceptanceNowMs ***’ complaint has also been forwarded to upper management within Customer Care for review.If Ms [redacted] has any further questions or concerns, she can contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

I don't think the apology and $could substitute the embarrassment and losing about $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

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 Invoice Phone Number on Invoice City and State of Purchase Invoice Number Once I am able to locate the appropriate invoice, I will follow up with an offer of resolutionIf Ms [redacted] has any further questions or concerns she may contact me directSincerely, Kedeanna R [redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### Kedeanna.R [redacted] @AmericanSignature.com

On 03/19/2016, Mr [redacted] purchased the Cordoba 3-pieceMr [redacted] picked up the merchandise on 03/22/After receiving Mr [redacted] ’s Revdex.com complaint we reached out to the General Manager regarding the poor Customer Service Mr [redacted] received at the local store in Richmond, VAIn the interest of Customer Service we have refunded Mr [redacted] in the amount of $back to the card used at the time of purchaseMr [redacted] will need to allow 3-business days to receive the $refundI would like to apologize to Mr [redacted] for not being provided the level of service that our store associates take pride in offeringAgain, we apologize for the inconvenience, and wish to thank Mr [redacted] for taking the time to reach out to us with his concernsMr [redacted] may call me direct with any questions or concerns in the future

On 06/01/2013, Ms [redacted] purchased the Rialto Onyx 2-piece sleeper sectionalThe merchandise was to Ms***’s residence on 08/30/After receiving Ms***’s Revdex.com complaint we have contacted the General ManagerIn the interest of Customer Service the General Manager has agreed to exchange the Rialto Onyx 2-piece sectionalMs [redacted] can contact the General Manager at 404-344-to set up the exchangeI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 11/02/2014, Mr [redacted] purchased the piece Wyoming SectionalThe merchandise was delivered to Mr [redacted] ’s residence on 11/08/After reviewing Mr [redacted] ’s complaint I have made contact with Uniters and was informed that the warranty Mr [redacted] has covers any accidental burns, rips, tears or stains and pet and humanly bodily fluidsThe warranty also covers the structural integrity of the frame as well I was informed that the stains Mr [redacted] reported have been serviced Pet damage is not covered in the warranty and that part of the claim has been deniedUnfortunately we cannot service the pet damage done to Mr [redacted] ’s merchandise.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact the store direct