Value City Furniture

On 1/28/2017, Mrs [redacted] purchased the Brisco Brown power gliding recliner from our Value City Furniture storeThe power recliner was delivered to Mrs [redacted] ’s residence on 1/31/We understand Mrs [redacted] ’s concerns and apologize for the experience that she has had with our companyOur Service Technician visited Mrs [redacted] ’s residence on 1/17/to assess the damages and possibly complete any repairsAn order was placed for replacement parts for the recliner so that the service can be completedOnce the store location receives the necessary parts, Mrs [redacted] will be contacted to schedule another service date.If Mrs [redacted] has any questions or concerns, she can contact the store location at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

I received a bill in the mail stating I have a past due amount $33.56 and new Balance of $63.58. The total refund is not on my account. This business did not uphold there agreement. I should not own any balance. In addition, it was reported I have a late fee. I am rejecting this response because:

On 11/30/17, Ms [redacted] purchased the Big Softie 6-piece sectionalThe furniture was delivered to Ms [redacted] s residence on 12/2/17.We understand Ms [redacted] s frustrations and apologize for any inconveniences that have been caused by this issueMs [redacted] has been refunded $for the sectionalPlease let me know if you have any questions or concerns.Sincerely,Ashley H***

In the Terms and Conditions on our website, it states: In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order onlineIn the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelledMrs [redacted] was contacted promptly after the mistake was realized, and per our Terms and Conditions, her order was cancelled and her refund was processedI apologize for any inconvenience this may have caused Mrs [redacted] If Mrs [redacted] has any further questions or concerns, she may contact me directSincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

I specifically asked mr [redacted] when I was offered a warranty , if I can have pet damage covered and he said " yes its covered" I still didnt recieve any terms saying it wasnt coveredI put my trust into the salesman and was told I was getting what I asked forSo if you now say no its not covered, then I was very much decieved, especially since I was wlling to pay for itRegards, [redacted]

On 10/26/2015, Mr [redacted] purchased the Colette Gray sofa and Charlton Gray push back reclinerThe merchandise was delivered to Mr [redacted] ’s residence on 11/03/In the interest of Customer Service the General Manager contacted Mr [redacted] to advise that we would replace the Charlton Gray push back reclinerMr [redacted] can anticipate the exchange merchandise at his residence on 12/04/I apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 11/23/2017, Ms [redacted] made her purchase with Value City FurnitureDue to manufacturing issues, the sectional was placed on back order, thus preventing us from delivering the furniture to Ms [redacted] in a timely manner.We understand Ms [redacted] ’s concerns and apologize for the experience that she has had with our companySince the filing of this complaint, the order has been cancelled and Ms [redacted] ’s Master Card and Value City Plus card have been refundedPlease allow 3-business days for the refund to fully process to the accounts.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

On 4/2/16, Ms [redacted] purchased the Monticello Pecan king bed, dresser and mirror, nightstand, and bench, as well as of the Camelot Gray accent chairs, the Metal Art Brown wall art, and the Bella Antique mirrorMs [redacted] received a partial delivery on 4/12/and the remaining furniture on 4/14/16.Upon receiving Ms [redacted] ’s information through the Revdex.com, I contacted the General Manager In the interest of customer service, the General Manager has agreed to allow Ms [redacted] to receive an exchange of the furniture on 5/5/ Ms [redacted] will receive a phone call prior to the delivery date with a time frame that the delivery team will arrive at the residenceThe General Manager has noted to his Delivery department that the team will need to arrive at the residence after 5:pm EST, per Ms [redacted] ’s requestMs [redacted] has also received compensation for the issues that have occurred during this process.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 03/30/2015, Mr [redacted] purchased the Diablo power reclining sofa and power reclinerMr [redacted] also purchased a Camryn sofa tableMrFrend’s merchandise was delivered on 04/08/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 09/15/2015, Ms [redacted] purchased the Oakdale queen mattress set with a metal bed frame This merchandise was delivered to Ms [redacted] ’s residence on 10/03/I apologize for any confusion Ms [redacted] may have experienced in regards to her refund Ms [redacted] financed her purchase through Fortiva Finance At this time, Ms [redacted] ’s invoice has been updated to reflect a new balance of $ Her original charge of $has not yet been reconciled and the new amount will be charged when her billing cycle starts and she receives her first initial bill Please be assured that Ms [redacted] ’s refund will reflect a new balance on her account Unfortunately, we do not have a date of when the new amount will be reflected but Ms [redacted] is not obligated to pay on her account until the charge has been reconciled.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

I cant take the offer as its no fault of mine that the store representatives I spoke to over the phone or at the store didn't try to resolve the issue but keep taking message for the store manager to call me back, which I never receivedi only got a respond when I call and mention I was putting a complaint to the Revdex.com; even with that the furniture technician that came over didn't give a report me nor the storewhy was it so difficult and to get a someone from the store help after months of contacts nothingI don't mind having a repair or in store for a replacement whatever you want but I cant take the offer as this was not the agreement during purchasedthanks

On 5/23/Mrs [redacted] purchased the Marilyn piece bedroom set and the Marilyn bedside chestMrs [redacted] accepted delivery of the furniture on 5/29/14.Upon reviewing the complaint filed with the Revdex.com, the General Manager was contactedIn the interest of customer service, the General Manager has decided to exchange the Marilyn footboard and the Marilyn dresser with brand new furniture from the same collectionThe exchange is scheduled to take place on 5/30/Mrs [redacted] will be contacted 24-hours prior to the scheduled delivery date with a time frame that the delivery team is estimated to arrive at the residenceMrs [redacted] will also be contacted in reference to this issue by a member of management at the store level.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 reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me.I was very pleased with the resolution I received from American Signature and feel their customer service at the store level was excellent in resolving this matter

In regards to complaint ID # [redacted] : This is to inform you that earlier this year I was granted a full refund from Value City, now this case is officially closed

On 09/05/2015, Mr [redacted] purchased the piece Maverick Brown living room setThe merchandise was delivered to Mr [redacted] ’s residence on 09/09/2015.I have contacted the store to send over the proper documentation required, so that the Store Manager can contact Mr [redacted] in regards to his Uniters claim and his reselectionI have been advised that the Manager has made direct contact with Mr [redacted] to have him select new merchandise.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me directSincerely, [redacted] H***Phone: ###-###-####Fax: ###-###-#### [redacted]

we paid THOUSANDS of dollars for this "high quality" bedroom setThis is NOT what a "high quality" bedroom set should look like after years of useThis is not "wear and tear." This furniture is defectiveIt continues to peel more and more every day

On 11/25/15, Mrs [redacted] purchased the Cordoba Gray piece sectional and the Sapphire deskMrs [redacted] received her delivery of the sectional on 11/30/and the desk on 12/15/15.Upon review by the Store Manager, an agreement was made to send a service technician to Mrs***’s residence to ensure that the furniture is in good conditionOnce the service technician confirms the condition of the furniture, Mrs [redacted] will be scheduled a date for a delivery team to pick up the furnitureWhen the furniture has arrived at the store, a refund can be processed to her credit cardI apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

On 1012011, Mr [redacted] purchased the Arizona dual power sofa and the Arizona dual reclining love seat with the consoleMr***’s sofa was delivered to his residence on 10/5/and the love seat was delivered on 11/3/11.Upon reviewing Mr***’s complaint that was filed through the RevDex.com, the General Manager at the store location was contactedIn the interest of customer service, the General Manager has approved a prorated in-store credit amount of $for Mr [redacted] to utilize towards new merchandiseMr [redacted] can contact the General Manager at 847-596-to discuss the details of the offer presented.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he can also contact me direct

The store Manager has contacted Mr[redacted] and has given him a few options on replacing his furniture or offering compensation for Mr [redacted] to keep the furniture he currently ownsThe store Manager has provided Mr [redacted] with his email address and phone number so he can contact him directly when Mr [redacted] reaches a decision on what he would like to doI apologize for any inconvenience Mr [redacted] may have experienced

Ms [redacted] was contacted via telephone on 11/21/The pick up of her sectional, chair, and ottoman is scheduled for 11/29/On the same day, the furniture will be replaced with brand new furniture of the same style and colorMs [redacted] will be contacted by both 1-800-GOT-JUNK and the store location’s Customer Service Department prior to the date that is scheduled to inform her of an exact time that the teams will be at her residence.We understand Ms [redacted] ’s frustrations and deeply appreciate her patience while we work to get this issue resolved for her