Value City Furniture

I apologize for the delay in our resolution regarding Ms [redacted] s complaint I kindly ask that Ms [redacted] reject this response and allow additional time for her desired resolution Please be assured that we are working diligently with the store location’s General Manager and I appreciate Ms [redacted] s patience in this matter.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me However, I have not used that credit card in a very long time Why can't the company (american signature) send me a refund via check?

Consumer called Revdex.com and advised that he has not received the $refund agreed to through Revdex.com complaint processHe would like the refund in the form of a check since he has paid off the credit card he put it on

On 05/08/2014, Mr [redacted] purchased the Prescott Auburn 4-piece power sectional This merchandise was delivered to Mr [redacted] ’s residence on 05/15/2014.I apologize for the delay in resolving Mr [redacted] ’s inquries In the interest of customer service, the General Manager has agreed to allow Mr [redacted] to return the merchandise for an in-store credit If Mr [redacted] chooses merchandise that costs more than his original purchase, he will be responsible for paying the difference.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 feel the $is not enough for the inconvenience this is has as causeI still haveI confident that the table will arrive on the of AprilBecause I have been told different days and every time that new date comes upThere is an excuse for it being delayed againI have asked for a loner table or the one from the floor as a fill in in to the table I arrived is inWe have had to move and cancel planned parties including a Super Bowl party cause of not have a kitchen tableMy wife babysits kids and it has been hard to not be able to feed them at a proper kitchen tablei except a more of that has become an adjust in life style because of this mix up from the beginning and not having what was order I work in the service field and charge my customer an hour for my time and I have now lost and wasted vauleable time having to deal with this matter over the last few months now I have called stores repeatedly with no managers wanting to help with listening to my request then I have to go to the Revdex.com to file a complaint and still spending time responding and still at with out A Valued customer response

On 5/30/16, Ms [redacted] purchased the Ruby Bay Ultra plush king mattress, the Rize adjustable base, and an iProtect king mattress protectorThe delivery of the furniture was scheduled for 6/3/but the mattress was returned to the store location at the request of Ms [redacted] due to damages.The store location has brought an exchange of the same mattress to MsPollacci’s residence on 6/10/This issue is considered resolved at this time.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 appreciate Mr [redacted] submitting pictures and I have attached them to his file In the interest of customer service, the General Manager has offered a prorated store credit of $for the return of the merchandise Mr [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 store credit, he will be responsible for paying the difference The Store is willing to deliver the new merchandise at no additional cost for delivery If Mr [redacted] is interested in purchasing a new warranty on the merchandise, he will be responsible for that as well

$in store credit does not cover even a replacement loveseat To replace both our loveseat and sofa with a comparable model (which would be necessary due to the rapidly disintegrating surface) it would cost us $ We were misled by the sales person when we were told lies about the durability of the bonded leatherthe new attached picture shows another area of the sofa that is getting worse every day, developed in only the last two weeksHowever we are reasonable and would accept $in store credit to purchase ONE sofa..The link for the item is below...We would purchase a loveseat on our own dime, so to speak, along with paying the required taxes http://www.valuecityfurniture.com/product/item/living-room/seating/sofas/omni-br...⇄

On 07/27/16, Mrs [redacted] purchased the piece Chandler Gray Sectional, the piece Toronto Pecan Bedroom set, and the Tribute Black Lift top Cocktail TableThe merchandise was delivered on 08/13/16.I have reviewed Mrs [redacted] ’s complaint and have made contact with the store Manager who has informed me that the part that Mrs [redacted] needs can’t be ordered any longerWhat we can offer Mrs [redacted] is a full reselect to merchandise that we currently have in our inventory and deliver the new set free of chargeI apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

In researching this complaint, we discovered the table top in question arrived at Value City Furniture on February 05, The last call Value City Furniture made to Ms [redacted] to pick up the table top was on February 19, It is unclear in the invoice if Ms[redacted] did pick up the table topTherefore, we consider this matter closedWe apologize for any inconvenience Ms[redacted] may have experienced If Ms [redacted] has any further questions or concerns he may contact our Customer Care Team at 888-751-Sincerely, Brandy L***

I appreciate the efforts made by Value City Furniture to resolve the issues that occurred with my orderI just wish the company had been more proactive in resolving this issue without requiring the customer to continuously have to investigate and inquire into every issue that happenedWhile the complaints with my order have been resolved to my satisfaction, it is unfortunate the incident regarding the behavior of the assistant store manager was not addressed by the company's response, and I feel his behavior was entirely unprofessional and absolutely unacceptableBut the main complaint regarding my order has been resolved, and again, I appreciate the company's efforts to make things right and hope they have learned some lessons in this process regarding inventory management, customer service, and communication

On 10/21/2015, Ms [redacted] purchased the Madrid Black 2-piece sectional and the Dimora Black 7-piece bedroomThe merchandise was delivered to Ms***’s residence on 10/21/After receiving Ms***’s Revdex.com complaint we reached out to the store regarding the request to change the promotion with Ms***’s Synchrony Credit accountI am pleased to advise that I have contacted the bank and changed Ms***’s promotion to months as requestedThis change will reflect on her account within 7-business days and will update on her statement within 1-billing cyclesI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

I have spoken with Mr [redacted] and in our conversation we have came to the agreement that [redacted] (the warranty company) will do a full replacement and the $in store credit offered to Mr [redacted] will also still be applied to Mr [redacted] for a future purchaseI apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

I am rejecting this response because: I just want to update that the purchase is my husband's name and number: James [redacted] at ###-###-####.Tim, Manager at the store in Ballwin, MO is actively working to resolve the issue.Someone did come to review the damage and provided temporary railsReplacements are supposed to be getting ordered.The local office has very helpful in attempting to resolve the issueI still have concerns about the quality of the bed itself and my preference would have been to return the one that I have and receive something more sturdyThe broken parts looked like particle boards and if I had known, we would not have bought the product.thank you! Regards, [redacted]

On 05/03/2015, Ms [redacted] purchased the Avenger Godiva 2-piece livingroom set as a replacement for her original merchandise This merchandise was delivered to Ms [redacted] ’s residence on 05/07/2015.I apologize for the frustrations Ms [redacted] may have experienced regarding her merchandise Since odors are not covered under the original warranty purchased, Ms [redacted] was offered to choose replacement merchandise This merchandise is scheduled to be partially redelivered on 10/22/due to original damages Unfortunately, Ms [redacted] ’s purchase is not eligible for return or refund

I did get a call from [redacted] on 5/6/at Value City in Streamwood, called her back on 5/7/& told she had already left for the dayI called back on 5/8/& was told she had the day off...I asked to leave her a message that I called & have her return my callI received a call from her on 5/11/advising that they would take the furniture back, I can come into the store to pick something else out, they would deliver & pick up the defective furniture with no delivery chargeI have been very busy with meetings this week, and am making every effort possible to get into the storePulled into home last evening 5/14/with plans to go & my daughter needs emergency medical so we were in the emergency room at the hospital until pmI plan on getting out there over this weekendThank you

Ms [redacted] can anticipate delivery of the Royal Serenity exchange mattress set for 03/16/Ms [redacted] is delivery timeframe is set between 10:30am-12:30pm 03/16/ I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 10/20/2014, Mrs [redacted] purchased the Madison Aqua sofa and loveseat This merchandise was delivered to Mrs***’s residence on 10/30/2014.On 1/18/2016, Mrs [redacted] contacted Uniter’s NA (the warranty administrator) to file a claim regarding seam separation under her Pure Promise 5-year warranty According to the claim, Mrs [redacted] reported that the seam separation occurred on 1/4/2016; days after the separation started In further research, I have found that Mrs***’s claim was not denied due to timeframe but for pet damages.According to Mrs***’s invoice, the Pure Promise warranty certificate was enclosed in the warranty kit delivered on 10/27/ In the section; “What is not covered” it states, pet damage from teeth, beaks, or claws and accumulation of dirt and debris and/or damages due to the failure to care for or the improper care of your product; wear and tear to fabrics and leathers, such as accumulated soiling from everyday use.According to the technicians report and the attached pictures, there are snags on the seams as well as accumulated stains The technician report advises that these stains could possibly be pet urine stains making the sofa unsanitary Unfortunately, due to the accumulated stains and misuse of the furniture, we would be unable to repair Mrs***’s merchandise In the interest of Customer Service, the General Manager has offered a refund of Mrs***’s original warranty in the amount of $ Mrs [redacted] may contact the General Manager directly at 410-931-and advise that she is following up on her claim with the Revdex.com to take advantage of this offer We apologize that the merchandise would no longer qualify for any future service requests due to the accumulated stains.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 apologize for the delay in our resolution regarding Ms [redacted] ’s complaint I kindly ask that Ms [redacted] reject this response and allow additional time for her desired resolution Please be assured that we are working diligently and I appreciate Ms [redacted] ’s patience in this matter

Ms [redacted] was refunded the Pure Promise warranty amount of $on 04/11/The refund was completed back to the card used at the time of purchaseMs [redacted] is no longer covered for service on the Wyoming Saddle 5-piece sectionalIf Ms [redacted] has any further questions or concerns she may contact me direct