Value City Furniture

After receiving Ms [redacted] complaint I have tried contacting her in regards to her canceled order I left a message apologizing for the delayed merchandise and asked her to contact me if she would like to discuss her situation any furtherI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

I have contacted the store and advised them that Ms [redacted] has an in-store credit that does not expireI have also sent email conformation to Ms [redacted] directly to avoid any discrepanciesI apologize for any inconvenience Ms [redacted] may have experienced If 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 meI am going to search on their website and will order it as suggestedIn case there is any issue/problem I will respond to Revdex.comThanks for providing assistance and helping out

On 2/5/2018, Ms [redacted] purchased the Ricardo Brown 2-piece sectionalThe furniture was picked up from our Camp Creek location on 2/10/2018.We understand Ms [redacted] ’ concerns and apologize for the experience that she has had with our companyBecause Ms [redacted] picked up her merchandise, she will be required to return it to the store for service and repair (please see back of receipt for this information) Ms [redacted] will need to contact her local store and let them know when she will be bringing the furniture in for service Any issues that are deemed to be a manufacturer’s defect will be eligible for repairIf Ms [redacted] would like for one of our technicians to visit her residence to assess the damage, then she will be responsible for paying a one-time fee of $69.99.If Ms [redacted] has any questions or concerns, she can contact the General Manager at the store location at ###-###-####She can also contact Customer Care at 1/###-###-#### and one of our agents can assist her.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

I purchased the reclining sofa for and the other sofa for with off My estimation of the 80% value is I would like to resolve this issue, but I am not satisfied with $for couches that totaled $ I paid a total of $dollars for delivery and the warranty, which is ineffective I don't think that it is too much to ask that the store offer an appropriate value for furniture that they sold If they can't stand behind their products then they should not sell them in the stores Obviously this item is manufactured poorly if they have to include cracking and peeling as an exclusion to the warrantyFurther, I don't understand why we are dealing with someone in the South Bend store when we purchased the items in Kalamazoo, Michigan When we had to replace the recliner at the kalamazoo store, there were sofa's in the back room that had the same issue that we are experiencing Value City is a multi-million dollar company that can afford to treat it's customers right I am not asking for anything that is not deserved Just replace the items with the correct value or fix them I will submit a copy of the receipt tomorrow

On 2/1/2015, Mrs [redacted] made her purchase of the StMalo 3-piece sectional with extra componentsThe furniture was delivered to her residence on 2/7/2015.We understand the level of frustration that Mrs [redacted] has experienced and apologize for the issues that she has had with our companyOur store location’s Management team have reached out to Mrs [redacted] and resolved the issue by exchanging the furniture for her.If Mrs [redacted] has any further questions or concerns, she can contact the store location at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 06/27/2015, Ms [redacted] purchased the Sundance Mocha piece Power sofa and LoveseatThe merchandise was delivered to Ms***’s residence on 07/01/2015.After receiving Ms***’s complaint I have been advised that any warranty discrepancies would have to be handled by the Pure Promise warranty companyI have see that Ms [redacted] made her purchase on the Value City website and the Pure Promise warranty policy is on the website where it states any incident must be filed within days from the incidentMs [redacted] may dispute her denial by emailing ([email protected])I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

At this time Value city Furniture has offered everything we can to accommodate Ms [redacted] During her purchase the promotion was free delivery or months no interestThe store manager has provided Ms [redacted] with free delivery and updated her promotion to months no interestAlso we have serviced Ms [redacted] bed and have an even exchanged scheduled for Ms [redacted] to remove the floor model and deliver a new living room set this week to Ms [redacted] residenceI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

On 2/21/Mr [redacted] purchased the Monterey 3-piece living room set, the Clarity cocktail table, and two end tablesThe items were delivered to his residence on 3/1/I have spoken to the store Manager who states that they are willing to allow Mr [redacted] to return his items for a refundOur delivery center has contacted Mr [redacted] who was requesting more time to see if he would like to do a refund or if he would like us to order the furniture he was missingTo schedule a piof the furniture so that we may refund him or if he would like to keep the furniture and have us order the missing piece, Mr [redacted] may call ###-###-####I apologize for any inconveniences this has caused Mr [redacted] If Mr [redacted] has any further questions or concerns, he may contact the store directly Sincerely, Marian H***

On 02/08/2012, Mr [redacted] purchased the 3-piece Ciera Brown sectional and the 5-piece Vodara II queen bedroom set This merchandise was delivered to Mr [redacted] ’s residence on 02/17/2012.On 01/09/2015, Mr [redacted] contacted Uniters NA (the warranty administrator) to file a claim regarding cracking and peeling According to the claim notes; Mr [redacted] was advised that cracking and peeling was not covered under his warranty Additionally; the claim states that only accidental rips, tears and burns are covered, which is stated on Mr [redacted] ’s warranty documents According to the claim notes; Mr [redacted] continued to ask the Uniters NA Associate if the warranty would cover the claim if he ripped the sofa and called right back.The pictures Mr [redacted] has attached are not examples of tears but rather cracking and peeling, which is not covered under the terms and conditions of his warranty However, the General Manager is willing to offer a courtesy one-time exchange of the merchandise included in the Uniters NA claim I have also attached a copy of Mr [redacted] ’s 7-year Leather Protection Warranty for review of future claims should any accidental burns, rips, tears or stains arise Mr [redacted] may contact Store Personnel directly to schedule the one-time exchange on the sofaI have added notes to his account explaining the terms set in my above correspondenceIf Mr [redacted] has any further questions or concerns he may contact me direct

On 02/17/2014, Ms [redacted] purchased the Wyoming Godiva 5-piece home theater sectionalThis merchandise was delivered to Ms [redacted] ’s residence on 03/12/Ms [redacted] contacted Store Personnel to advise that the Wyoming Godiva armless recliner seat was sinkingMs [redacted] was advised by Store Personnel that she did not purchase any extended warranty and is no longer coveredOn 08/05/we received the inquiry regarding the Wyoming Godiva armless recliner seat sinkingIn the interest of customer service, the General Manager has offered to exchange Ms [redacted] s’ merchandiseMs [redacted] can anticipate the delivery of her exchange merchandise at her residence on 08/11/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On10/11/2015, Ms [redacted] purchased the Neo Classic Cherry 7-Piece queen bedroom set, Neo Classic Cherry chest, Alisa Lux queen mattress, and queen boxspringMs [redacted] received delivery of the Alisa Lux queen mattress, Neo Classic Cherry dresser and Chest on 10/24/Ms [redacted] was notified that the remaining merchandise was delayed by the manufacturer and would be delivered on 10/29/After speaking to the General Manager has advised Ms [redacted] received the remaining merchandise delivered on 10/31/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

We would like to offer our deepest apologies for the trouble you had to experienceThis situation is not ordinary and these incidents are not typical of usWe are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respectWe appreciate that you understand that mistakes sometimes happen despite the numerous checks and measuresWe are very sorry that this happened to you but rest assured it won’t happen again

I understand MrEsmerovic’s frustrations and apologize for any inconvenience Unfortunately, the stains have voided the warranty and we are unable to return or service due to the possible unsanitary condition MrEsmerovic’s warranty was provided at the time of delivery for review of the coverage’s and limitations In the event stains were not present, the mattress could have been serviced according to the manufacturer guidelines.Sincerely,Jenna C [redacted] Phone: ###-###-#### Ext: ***Fax: ###-###-#### [redacted]

I do not agreed that they replaced the mattress again in I bought a new set of mattress in January which is the one that sink in both sides that I called Apparently the quality of their mattress is not good.They do not replace as a courtesy The mattress have guarantee.Thank You

This does not resolve the issue that the bed has been broken for months now and the store has agreed to refund the entire bed portion but has not in FULLI also have been very willing to work with you and your team to only get promises to fix the issue to no availI Have left them a few VM's, used your "chat" option on your site to no avail, I have called corporate to no availI can't schedule an appointment through Revdex.com and neither have you held up your end of the refund and promise to fix the unitPlease call me ###-###-####

On 02/16/Ms [redacted] purchased the Maverick Brown 3-Piece sofa, loveseat and rocker reclinerThe merchandise was delivered to Ms [redacted] ’s residence on 02/21/On 11/16/2015, Ms [redacted] notified Store Personnel regarding her Manufacturer WarrantyMsEdwards was advised that her merchandise did carry a year manufacturer warranty that expired on 02/21/In the interest of Customer Service, the General Manager has offered to send a service technician to Ms [redacted] ’s residence on 11/23/to inspect the merchandiseI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me directSincerely, Kedeanna R [redacted]

In the interest of Customer Service, I have requested a courtesy service through [redacted] (our service company) Please note that this is a service only as Mr [redacted] no longer has structural warranty on his merchandise Mr [redacted] ’s claim number is [redacted] and he can expect to receive a contact within 48-hours to schedule a date for service

[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 [redacted] , and find the resolution is satisfactory to me Regards, [redacted] ***

I apologize that I did not return Mr [redacted] ’s call sooner I have attempted to reach out and was unable to leave a voicemail I kindly ask that Mr [redacted] reach out to our Customer Care Team at ###-###-#### for assistance or reply to this complaint with further details