Value City Furniture

The General Manager has agreed to allow Ms [redacted] to keep her merchandise and issue a full refund Her refund check will be issued on 08/18/and will be expedited to her address in Fort Mill, NC Ms [redacted] should anticipate her refund check arriving at her residence on 08/19/

On 06/25/2017, Mr [redacted] purchased the Toronto Pecan queen bedThe merchandise was picked up at the Smyrna, Ga location on 06/I have spoken to the Manger at the store and was advised that American Signature must follow the company policyThe company policy is states as follows; A promotion can be added to a customer invoice any time prior to deliveryOnce the merchandise is delivered the customer cannot change or add a previous promotion to his orderAmerican Signature Furniture will not be able to add an Independence Day Sale to Mr [redacted] ’s invoice due to him picking up merchandise past the promotion deadline.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me directSincerely,Karema H***

On 10/02/2008, Mr [redacted] purchased the Roy Touch classic firm queen mattress/boxspring and the 7-piece Valencia Dark queen bedroom set Mr [redacted] also purchased the 5-piece Stuart Manor queen bedroom set, the Sterling queen bed and Royal Serenity queen mattress/boxspring This merchandise was delivered to Mr [redacted] ’s residence on 10/11/2008.On 07/16/2015, a Service Technician visited Mr [redacted] ’s residence to inspect the Roy Touch queen mattress for possible defects The General Manager determined from this service call that the mattress was heavily stained and soiled As a result; the mattress has started to break down.According to the section “What’s Not Covered”; fabric stains, soiling or burns will not be covered under the year warranty We reserve the right to refuse service and invalidate this Limited Warranty when, upon inspection, the product (mattress or box spring) is found to be in unsanitary condition, or when product failure is due to causes other than defective material and/or workmanship I have provided a copy of Mr [redacted] ’s Manufacturer Warranty for further review In the interest of Customer Service, the General Manager has offered a 20% discount on a future mattress purchase Mr [redacted] may visit his local Store to take advantage of this offer.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me directSincerely,Jenna C [redacted] Phone: ###-###-#### Ext: ***Fax: ###-###-#### [redacted]

Even though my furniture is out of warranty they still gave us crappy furniture right at deliveryPlease let them know that everyone will eventually figure out not to buy from them if they don't want to waste their hard earned money

I will accept the credit back to my acceptance one account, however, I do not feel as though I should be doing the leg work as far as contacting the store to arrangeas I have had multiple conversations with the "management" staff there and they are both unprofessional and not helpful And just to correct a statement in your response, the furniture was partly deliveredThe bed was damaged and was re-delivered and assembled days laterYou also did not address the couch that has leather that is discolored, which shows that this is not quality furnitureI need something done about that immediatelyIt has been over weeks since the technician has been out and took pictures of this low quality couch and I have yet to hear back from your store on a resolutionSo again, I will not be doing the leg work and reaching out to your companyI expect to hear from someone ASAPAs I stated in my complaint, which was clearly ignored and disregarded, I expect a replacementMy next step is an attorney as well as the local news stationsI need ALL of my issues to be addressed

I would like to request that Ms [redacted] submit pictures to the Revdex.com of the issues she is having with the furniture Please send pictures of the specific issues and then a picture of the furniture as a whole

Ms [redacted] purchased her merchandise through AcceptanceNow (formerly RAC Acceptance) located in a Value City Furniture storeMs [redacted] signed her contract with AcceptanceNow; therefore, Value City Furniture will be unable to help Ms [redacted] with her complaintValue City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contractMs [redacted] will need to contact an AcceptanceNow representativePlease remove this complaint from Value City Furniture’s record and forward it to AcceptanceNowSincerely, Kedeanna Roberts Phone: 888-751-Ext: 6966# Fax: [email protected]

I am at a lost of words in regards, to being a customer with Value City Furniture furthermore, with the StPeter's locationMsH [redacted] the representative that is handling my Revdex.com complaint is unprofessional and her actions seems if she could care less that I am a loyal customer or not with Value City Furniture MsH [redacted] informed me something different via telephone on November 4th in regards, to the $credit and the delivery of the correct chairsOn November 8, I placed a follow up call to MsH [redacted] for verification of the creditI was told per another associate that, "I would receive"The telephone call was disconnected or lost signalI did not receive a follow up from anyoneI [redacted] later placed another follow up call later and received additional info per another associate about the details of the order and creditMsH [redacted] did not return any of my callsI placed a follow up call to StPeter's location and spoke with Paula (unpleasant)I was informed per Paula that MsH [redacted] did not set up a delivery date as agreed on Nov 4thI [redacted] had to schedule the delivery dateI would like to return the merchandise because I am truly disappointed in the services I receivedHowever, I am willing to discuss further credits and part ways

Value city used to honor the warrenty then sold it to a 3rd party My contract was with Value City I would think they would assist since the warrenty company will not honor the warrenty I am very disapointed Time to go to the media

On 03/23/2013, Mrs [redacted] purchased the Avenger Godiva Power Sofa and LoveseatThe merchandise was delivered to Mrs [redacted] ’s residence on 03/27/2013.I have received Mrs [redacted] ’s photos of her cracking and peeling merchandiseDue to her warranty not covering Mrs [redacted] ’s issue American Signature can offer Mrs [redacted] an in-store credit of $1,That is 60% of Mrs [redacted] purchase and the warrantyCracking and peeling is considered wear and tear and is not covered under any warranty that American Signature offersIf Mrs [redacted] chooses to accept the credit she may go back to the Brandon location and use the credit towards new merchandiseThe credit is valid for 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 04/25/2013, Mr [redacted] purchased the Prevue queen bed w/ TV standThe merchandise was delivered to Mr [redacted] ’s residence on 05/03/On 11/18/2014, Mr [redacted] notified Store Personnel regarding issues with the TV mechanismStore Personnel scheduled a Service Technician to visit Mr [redacted] ’s residence on 11/14/Unfortunately, we no longer carry the merchandise Mr [redacted] purchased in April of Therefore; in the interest of Customer Service, the General Manager has offered to give Mr [redacted] full in store credit to choose new merchandiseMr [redacted] will need to go to the store to choose replacement merchandise and arrange the exchangeIf Mr [redacted] chooses merchandise that costs more than his original purchase, he will be responsible for paying the differenceI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 02/10/2016, Ms [redacted] purchased three Aventura corner wedge and Aventura armless chairsMs [redacted] picked up the merchandise on 02/05/Ms [redacted] notified Store Personnel regarding of the Aventura corner wedge seat was sinkingThe General Manager agreed to exchange the Aventura corner wedge and deliver to Ms [redacted] ’s residence at no chargeOn 02/12/2016, Ms [redacted] refused delivery of the Aventura corner wedge exchange due to the same problemThe General Manager gave Ms [redacted] $off for the inconvenienceThe refund was completed on 02/12/The General Manager scheduled another exchange of the Aventura corner wedge on 02/20/The delivery team was running late on 02/20/2016, as Ms [redacted] advised she was unable to wait for the delivery of the exchange merchandise and asked to be rescheduledOn 02/21/Ms [redacted] advised Store Personnel that she would like if we would pick up the merchandise and refund her moneyStore Personnel scheduled her for pick up on 02/22/at 4:pmMr [redacted] went into the store on 02/22/around 2:pm to stating he really like the furniture and wanted to keep itMr [redacted] inspected the Aventura Corner wedge that was due for exchange and noticed a rub mark on the merchandiseMr [redacted] was advised by the General Manager that they would have a service technician come out to take a look at the Aventura corner wedge Mr [redacted] has at his residenceIn the interest of Customer Service the General Manager has offered Mr [redacted] full credit to select new merchandise and free delivery once Mr [redacted] select new merchandiseI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 3/09/Mr [redacted] purchased the Vibe Red power reclinerThe item was picked up on 3/18/Mr [redacted] did not purchase any additional warranty on his item and has exceeded his one year manufacturer’s warrantyOn 5/19/the store Manager reached out to Mr [redacted] r, who stated that he has had an electrician fix the issue with his recliner and would call the store back should any issues ariseI apologize for any inconvenience this may have caused Mr [redacted] rIf Mr [redacted] has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H[redacted] Phone: [redacted] Fax: [redacted] [email protected]

On 10/18/13, Mr/ Ms [redacted] purchased the Magellan Black piece power sectionalThe furniture was delivered to Mr/ Ms***’s residence on 11/1/Unfortunately, service will not be provided if the merchandise has been relocated to a location outside of the warranty administrator’s service area Value City furniture is only required to provide service within a 50-mile radius of the store location If Mr/Ms [redacted] would like the furniture serviced, they may bring the merchandise to the closest store.I apologize for any inconvenience Mr/ Ms [redacted] may have experienced If Mr/ Ms [redacted] have any further questions or concerns they may contact me direct

On 01/30/2016, Ms [redacted] purchased the Bobby Brown recliner, Maverick Brown reclining sofa, Shadow 5-piece dinette set, Crescent desk, Medina door bookcase, Justine Plush queen mattress set, Serenity Nightstand, Trad Pink Gel Pillow, Queen Serenity Upholstered bed, Serenity Pier, As-Is Serenity chestThe merchandise was delivered to Ms***’s residence on 02/04/The Crescent desk was delivered to Ms [redacted] on 02/11/Ms [redacted] also received an exchange of the Bobby Brown recliner, Shadow dinette table and Serenity nightstand on 02/11/After receiving Ms***’s Revdex.com complaint the General Manager has advised Ms [redacted] has received discounts totaling $The last discount was completed on 03/03/in the amount of $Ms [redacted] has also received an additional discount in the amount of $on 03/16/I apologize we are unable to offer any further discounts at this timeWe 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 againI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 01/01/2011, Mr [redacted] purchased the King Count bed sheets and the Ultra II Miracle king foam split foundation mattress setThe merchandise was delivered to Mr [redacted] ’s residence on 01/13/Mr [redacted] notified delivery of the Ultra II Miracle king foam mattress saggingStore Personnel advised on 10/15/that the mattress had a 1” dip in the mattress and is not considered a manufacturer defect unless it is at a 2” dipOn 10/18/2013, Store Personnel advised Mr [redacted] that they would offer him credit for the Ultra II Miracle king foam mattress set to select a new mattress setMr [redacted] selected the Meadow Glen firm king mattress set and the Iprotector king sleep protectorThe merchandise was delivered to Mr [redacted] ’s residence on 10/26/At that time we picked up the Ultra II Miracle king foam mattress setAfter receiving Mr [redacted] ’s Revdex.com complaint the General Manager contacted Mr [redacted] to offer credit to select new merchandiseMr [redacted] will need to go into the store to select new merchandise and 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

On 2/19/2017, Ms [redacted] made her purchase with Value City FurnitureThe order was delivered to Ms [redacted] ’s residence on 3/3/2017.We understand Ms [redacted] ’s concerns and apologize for the experience that she has had with our companyOur store locations in Burbank, IL and Northlake, IL are working together to get these issues taken care ofA member of our Customer Service team will be in contact with Ms [redacted] to schedule a date to continue to service her bed.If Ms [redacted] has any further questions or concerns, she can contact our Burbank, IL location at ###-###-#### or our Northlake, IL location at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 2/28/13, Ms [redacted] made her initial purchase with our store location in White Marsh, MDThe Casino Black sofa portion of the living room set was returned in exchange for a different collection on 3/16/The Casino Black love seat portion of the same set was returned and the Alterra Gray sofa and love seat set was delivered to Ms [redacted] s residence on 1/13/The Alterra Gray sofa and love seat set were purchased as merchandise, not carrying any type of warranty and doesn’t qualify for any extended warranties.While we understand Ms [redacted] s concerns and apologize for the issues that she has had thus far, our policy does not accommodate for furniture that was purchased AS-ISUnfortunately, we will not be able to grant Ms [redacted] s request to process a full refund or issue any in-store creditsSincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 4/30/16, Mr [redacted] placed an order for the Nolan Chocolate dual reclining loveseat and the Dakota Java reclining sofa to replace the original Dakota Java reclining sofa that was purchased on 9/13/and delivered on 9/19/14.Upon reviewing Mr [redacted] ’s inquiry, we have contacted the General ManagerIn the interest of customer service, the General Manager is allowing him to reselect to another recliner and Mr [redacted] will receive free delivery for the new furniture that will be deliveredMr [redacted] has been made aware of this offer and will visit the store location to finalize all plans.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 5/20/16, Ms [redacted] purchased the Candice Floral accent chair and two of the Avery Granite sofasMs [redacted] received the accent chair on 7/1/The sofas are Special Order products that are custom made by our vendor.We apologize for the delay in Ms [redacted] receiving the sofasUpon reviewing her complaint through the Revdex.com, the General Manager of the store location and our direct contact with our vendor has been contactedThe order for both of the sofas has been re-placed and we have been given 8/18/as the date that the sofas will be deliveredUnfortunately, we do not house any furniture that we can loan to Ms [redacted] until her sofas have arrivedI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct