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Village Home

27 E Cedar St, Zionsville, Indiana, United States, 46077-1502

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Village Home Reviews (%countItem)

• Aug 14, 2020

We purchased a couch from Village Home in Zionsville. Within a week of delivery the couch appeared worn and lifeless, resembling that of an old fraternity couch. I sent pictures and videos to VH and was told it was normal, but they will talk to manufacture and have new cushions sent. Meanwhile, as an interim measure they added filler to the original cushions. Before the owner had them filled he offered a refund, but before he did that he wanted to wait and see how the new cushions(which never showed up) would look. The added stuffing was thrown into the zipped up area which now when you look at the couch is has lumps and bumps all over. After not hearing from VH for 8 weeks, I have reached out to them asking for a full refund. They refused and told me to deal directly with manufacture now. I reached out to manufacture and they agreed this couch wasn’t right. VH tried convincing me this couch was the new look and the way it was suppose be. Again, after one week they knew I wasn’t happy or accept this wasn’t right.

Village Home Response • Aug 19, 2020

and husband had visited the store twice before settling on the sectional sofa off the showroom floor @ an additional discount rather than ordering and waiting weeks for another .

*** made the purchase but didn’t want to pay for delivery service, saying they would pick it up. She took home the cushions(seat and back) so “no one would sit on her new sofa!”

The day she and husband came to pick up, Dion from Village Home, had to load several pieces of the sectional in his pick up and follow them home. *** had begun to show buyers remorse that morning, not sure of the change in her room. About 10 days later , upon return from her trip to FL, she texted VH to say they were unhappy with the cushions and accused VH of selling her a “used” sofa. Village Home does not, and never has been in the resale business.. ***’s complaint at this time was that the fabric wrinkles. It was obvious by the pictures texted to VH, that the fabric had been manipulated and staged to look bad intentionally. Dion went to her house and noted that the fabric was not wrinkled asin the pictures. During that visit , in conversation, Dion asked where *** (her husband)was? *** stated that he was at his Carmel office, working with Investors on a very big business deal , buying an airline company.” VH would like to point out that neither he, or the son were in on any conversation. VH would also like to point out that to this day, has never met the son.

Dion never told *** that she would get her money refunded. Village Home has All Sales Final printed on their receipts.

Dion said he would ask the factory to have new cushions made with a firmer filler. In the meanwhile he would take the existing cushions to an Upholsterer in Indianapolis to be filled with additional stuffing. He also informed *** that it would take a while to receive the “new” cushions as Covid has affected manufacturing and shipping & this factory is still getting caught up.

The upholsterer took the cushions apart & refilled them at the expense ($500) to Village Home. Upholsterer also stated in his opinion there was nothing wrong with the cushions. The style of the frame and cushions without welt were a more relaxed look and feel to a sofa.

Suzanne delivered the remade cushions to *** but before the installation was complete, *** started to complain. The cushions were not enough to make her happy, she was now focused on the fabric on the inside-back of the sectional. Suzanne completed placing the cushions & reminded *** that she had a all new cushions coming from the manufacturer.

Several weeks later- Dion received a text from ***. Dion hadn’t given her his personal cell number so she obviously asked around for it. She informed him that she had been in touch with the manufacturer, going around Village Home. She sent pictures to customer service and to the President, stating that VH was ignoring her. Already knowing that the Manufacturer was in the process of making her new cushions. Dion told her at this point, to wait to see what their reply would be, since she knowingly went around VH. The President reached out to VH to discuss the matter, and give options for resolution. VH requested that a new sectional be made for ***. Suzanne (from VH) emailed *** on 8/14/2020 to inform her that a new complete sectional sofa is being made for her, she replied,” Thank You Suzanne for helping to finally get this issue resolved.” *** will then have in her possession 2 complete sectional sofas.

( meanwhile during this ordeal, VH has learned that *** has repeatedly treated other merchants the same manner. Having Buyer’s Remorse and requesting money back after taking ownership of items, including sometimes, custom orders. This is not her first go round, just the first time with VillageHome).

Village Home has received an ESTIMATED time frame for the new sectional to be completed in the first week of October 2020. Village Home will only be in touch with *** Heller to give updates at the time they given from the factory and/or trucking company.

Customer Response • Aug 19, 2020

Rather then get into he said she said, they know this couch has defects. We never asked them to load up his truck to bring over the couch. They offered, we have a truck and we’re coming back to get other half. When I purchased the couch Suzanne insisted that we buy the one in showroom because it had only been there two weeks before they had to shut down for covid. My husband wanted to buy a new one and she said this was “new”. Nothing was staged with the cushions. The stuffing the “upholster” used was not same filling and was thrown into the cushions as if an amateur did it. The back of the couch holds no support and the vendor agreed it was not right

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Address: 27 E Cedar St, Zionsville, Indiana, United States, 46077-1502

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