I was unable to locate an invoice for Ms. [redacted], regarding her complaint. In order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will...
follow up with an offer of resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Consumer’s Original Complaint:I’ve been dealing with issues with value city since I got my furniture I had bought a furniture kit but the warrantee stains wasn’t coming out of my furniture they came and serviced it wants the table started falling apart I got a nail sticking out the back of my couch things that won’t come off my couch and I paid for thisFor a kit that supposed to work wonders also I spoke to customer service and spoke to Unitas but she still hasn’t been resolved come to find out the dining room set that I bought is discontinued I don’t know if it’s a manufacture issue that’s why it was discontinued but is discontinued they told me to come swap out my dining room said well if push comes to show if I swap swap it out I have to put money towards it I didn’t want to do that also I’m still waiting on unite us to come service my furniture I’m just very frustrated I have problems with value city since the day of delivery with my furniture was delivered and I just would like for somebody to hear me out all I want is my money back and I’ll take my business elsewhereConsumer’s Desired Resolution:I just want to refund if I can’t get a refund I would like to swap my furniture out for whatever I want
On 11/17/2013, Ms. [redacted] purchased the Cobra Brown recliner and 2 Cobra Brown sofas. Ms. [redacted] also purchased the 7-piece Westin dinette with sideboard. This merchandise was delivered to Ms. [redacted]’s residence on 11/29/2013. Additionally, Ms. [redacted] purchased the 7-year Leather...
Protection Warranty. The issues Ms. [redacted] has described in her inquiry would not be covered under her active Leather warranty. Ms. [redacted] did not purchase any extended manufacturer warranties and therefore; only had the 1-year manufacturer’s warranty that expired on 11/29/2014.In the interest of Customer Service, the General Manager has spoken with Ms. [redacted] and offered a full refund of her Fabric Protection warranty. I apologize for any inconvenience Ms. [redacted] may have experienced. If 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 experience. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect. We appreciate that you understand that mistakes sometimes happen despite the numerous checks and measures. We are very sorry that this happened to you but rest assured it won’t happen again.
I phoned for application at attorney general office thanks for everything I know I have this warranty that has covered nothing I want them take closer look warranty companies are ripping people office it's not fair I will continue have this matter investigated
On 02/17/2014, Mr. [redacted] purchased the Coronado Vanilla 3-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 04/02/2014.After reviewing Mr. [redacted]’s photos Value City Furniture would like to offer Mr. [redacted] an in-store credit in the amount of $1,301.71. At this time,...
cracking and peeling in non-seated areas are not covered with any warranty Value City Furniture offers but it is an issue I would like to resolve for Mr. [redacted]. Since Mr. [redacted] has had his furniture in his home since 2014 it has depreciated in value. I can offer a prorated amount of Mr. [redacted]’s purchase back to him and he would have 30 days to use the credit or the credit would be null and void. 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 8/24/2010, Mr. [redacted] purchased the Larkin Chocolate 2 piece sectional with the Fabric Protection warranty. The furniture was delivered to Mr. [redacted]’s residence on 9/4/2010.Mr. [redacted]’s claim has been researched through the Uniters’ database and claim #[redacted] is Mr. [redacted]’s personal...
identification number for his claim that was submitted on 7/13/16. Mr. [redacted] was noted as a “Not at home” for the service call that was scheduled for 7/27/16. Mr. [redacted] will need to contact Uniters at 1-877-901-1382 to reschedule a date in which he will be at the residence. Once a date has been rescheduled, Mr. [redacted] will receive a call at the phone number listed on his invoice closer to the date that is scheduled. 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 11/26/2015, Ms. [redacted] purchased the Solace Chocolate 3-piece sectional and the Atlantic Berry massage rocker recliner. The merchandise was delivered to Ms. [redacted]’s residence on 12/05/2015. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has reached out to...
Ms. [redacted] to set up an exchange of the Atlantic Berry massage rocker recliner. Ms. [redacted] can anticipate the delivery of her exchange merchandise at her residence on 12/31/2015. 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 am rejecting this response because:I did contact my pure promise, they saw it needed to be replaced and contacted Value city to have the new rails replaced. This was in August. August 17-26 they where supposed to deliver and set up. ( This is what the store employee called and told me) I called on 9/12 to see why I have got my rails delivered . Speaking to the manager at the 38016 location she said she saw the order and fron the tech but the Memphis location on winchester did not place it. She placed it and gave me a date of 9/20. She apologized and said she doesnt know what went on at the store because they do the deliveries. It took 3 months to get a bed fixed when it should be fixed within 2 weeks if someone is paying and has paid for something/ Regards,
[redacted]
At this time Value City Furniture does not have a way to provide a gift card to a customer without removing the total of the gift card from the balance of an invoice. We are certainly able to provide a full refund to Mr. [redacted] but he will then lose his $200 gift card. In that case we are able to offer Mr. [redacted] 20% off a future purchase. That offer will not be able to be combined with any other offer.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 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.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax:...
Returned phone call from store manager. Waiting on return call. I am satisfied with this resolution.
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]
On 8/4/2017, Mr. [redacted] purchased the Invigorate queen mattress, the Framed Panel Prim daybed, and the Oasis twin mattress. The merchandise was delivered to his residence on 8/13/2017 and 8/17/2017.Upon receiving Mr. [redacted]’s complaint, I have spoken to the store Manager who stated the...
informing the customer that the mattress was included with the clearance daybed was a mistake. The Manager has allowed the customer to purchase the mattress at a discounted price. Due to Mr. [redacted] still needing a mattress delivered we have also waived the delivery fee for the mattress. At this time that is all that can be offered to Mr. [redacted]. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Karema H[redacted]
I was unable to locate an invoice for Ms. [redacted] regarding her complaint. In order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will...
follow up with an offer of resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[email protected]
I initially wanted the accent chair and was willing to pay for it but by the time I talked with the General Manager, the thrill had ended and I have to have a level of respect for myself, meaning, if I still purchased the accent chair after the absolute terrible customer service, then what would prevent Value City from doing the same thing again. The proper resolution if Value City was truly sorry for the terrible service would be to discount the chair and deliver or take a hit and give it to me for free. I know my thinking is off and is not in line with the standards of value city after all, how can they make millions by giving away a three hundred dollar chair. I declined the offer and decided to find another accent chair. The GM said I can change my mind at any time over the next 60 days and he would honor the request. I'm just soured right now and will advise everyone I know not to shop at value city furniture.
I am rejecting this response because it does not address or attempt to fix my issue. I am requesting a full refund or to fix my previous order with the necessary changes that was previously requested by me without any delivery, taxes, protection fees, and restocking fees.
Ms. [redacted] was offered a $25 gift card for the inconvenience, At this time if Ms. [redacted] would like to take the $25 back as a refund back to her method of payment Value City Furniture can offer that. Outside of that option there is no further compensation we can offer Ms. [redacted]. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]
If Ms. [redacted] is experiencing damages with her mattress and box spring she must contact the store and schedule a service to have a certified technician visit her home to address the issue. Ms. [redacted] has a 10-year mattress warranty and If the item is indeed defective Value City Furniture will offer a replacement mattress and box spring. Sincerely,Karema H[redacted]
At this time, Value City Furniture has a cracking and peeling guideline that is being enforced at all store and corporate locations. There is nothing in the policy that states a customer would get a refund for the merchandise. Please keep in mind that not all cracking and peeling cases are identical and the solution offered is based solely off Ms. [redacted]s invoice.There will be no other offer submitted for Ms. [redacted]. 60% in-store credit and a discounted delivery fee is the absolute most we can offer.Sincerely,Karema H[redacted]
On 02/12/2016, Ms. [redacted] purchased the Park City 2-piece reclining loveseat with console and reclining sofa. Ms. [redacted] also purchased the Mystic 3-piece table set. The merchandise was delivered to Ms. [redacted]’s residence on 02/16/2016. Ms. [redacted] notified Store Personnel regarding the Park...
City loveseat having damage to the frame. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager advised that the Park City loveseat will be arriving 03/17/2016. The General Manager will inspect the merchandise to ensure there is no damage and have scheduled Ms. [redacted] for 03/19/2016 to exchange the Park City loveseat. If 03/19/2016 delivery of the Park City loveseat exchange does not accommodate Ms. [redacted]’s work schedule she can contact the General Manager to reschedule the delivery of the exchange merchandise. In the interest of Customer Service the General Manager has also completed an adjustment $287.55. Ms. [redacted] can contact Store Personnel to have the refund issued back to the card used at the time of purchase. 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 was unable to locate an invoice for Ms. [redacted], regarding her complaint. In order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will...
follow up with an offer of resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct.
Consumer’s Original Complaint:I’ve been dealing with issues with value city since I got my furniture I had bought a furniture kit but the warrantee stains wasn’t coming out of my furniture they came and serviced it wants the table started falling apart I got a nail sticking out the back of my couch things that won’t come off my couch and I paid for thisFor a kit that supposed to work wonders also I spoke to customer service and spoke to Unitas but she still hasn’t been resolved come to find out the dining room set that I bought is discontinued I don’t know if it’s a manufacture issue that’s why it was discontinued but is discontinued they told me to come swap out my dining room said well if push comes to show if I swap swap it out I have to put money towards it I didn’t want to do that also I’m still waiting on unite us to come service my furniture I’m just very frustrated I have problems with value city since the day of delivery with my furniture was delivered and I just would like for somebody to hear me out all I want is my money back and I’ll take my business elsewhereConsumer’s Desired Resolution:I just want to refund if I can’t get a refund I would like to swap my furniture out for whatever I want
On 11/17/2013, Ms. [redacted] purchased the Cobra Brown recliner and 2 Cobra Brown sofas. Ms. [redacted] also purchased the 7-piece Westin dinette with sideboard. This merchandise was delivered to Ms. [redacted]’s residence on 11/29/2013. Additionally, Ms. [redacted] purchased the 7-year Leather...
Protection Warranty. The issues Ms. [redacted] has described in her inquiry would not be covered under her active Leather warranty. Ms. [redacted] did not purchase any extended manufacturer warranties and therefore; only had the 1-year manufacturer’s warranty that expired on 11/29/2014.In the interest of Customer Service, the General Manager has spoken with Ms. [redacted] and offered a full refund of her Fabric Protection warranty. I apologize for any inconvenience Ms. [redacted] may have experienced. If 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 experience. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect. We appreciate that you understand that mistakes sometimes happen despite the numerous checks and measures. We are very sorry that this happened to you but rest assured it won’t happen again.
I phoned for application at attorney general office thanks for everything I know I have this warranty that has covered nothing I want them take closer look warranty companies are ripping people office it's not fair I will continue have this matter investigated
On 02/17/2014, Mr. [redacted] purchased the Coronado Vanilla 3-piece sectional. The merchandise was delivered to Mr. [redacted]’s residence on 04/02/2014.After reviewing Mr. [redacted]’s photos Value City Furniture would like to offer Mr. [redacted] an in-store credit in the amount of $1,301.71. At this time,...
cracking and peeling in non-seated areas are not covered with any warranty Value City Furniture offers but it is an issue I would like to resolve for Mr. [redacted]. Since Mr. [redacted] has had his furniture in his home since 2014 it has depreciated in value. I can offer a prorated amount of Mr. [redacted]’s purchase back to him and he would have 30 days to use the credit or the credit would be null and void. 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 8/24/2010, Mr. [redacted] purchased the Larkin Chocolate 2 piece sectional with the Fabric Protection warranty. The furniture was delivered to Mr. [redacted]’s residence on 9/4/2010.Mr. [redacted]’s claim has been researched through the Uniters’ database and claim #[redacted] is Mr. [redacted]’s personal...
identification number for his claim that was submitted on 7/13/16. Mr. [redacted] was noted as a “Not at home” for the service call that was scheduled for 7/27/16. Mr. [redacted] will need to contact Uniters at 1-877-901-1382 to reschedule a date in which he will be at the residence. Once a date has been rescheduled, Mr. [redacted] will receive a call at the phone number listed on his invoice closer to the date that is scheduled. 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 11/26/2015, Ms. [redacted] purchased the Solace Chocolate 3-piece sectional and the Atlantic Berry massage rocker recliner. The merchandise was delivered to Ms. [redacted]’s residence on 12/05/2015. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has reached out to...
Ms. [redacted] to set up an exchange of the Atlantic Berry massage rocker recliner. Ms. [redacted] can anticipate the delivery of her exchange merchandise at her residence on 12/31/2015. 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 am rejecting this response because:I did contact my pure promise, they saw it needed to be replaced and contacted Value city to have the new rails replaced. This was in August. August 17-26 they where supposed to deliver and set up. ( This is what the store employee called and told me) I called on 9/12 to see why I have got my rails delivered . Speaking to the manager at the 38016 location she said she saw the order and fron the tech but the Memphis location on winchester did not place it. She placed it and gave me a date of 9/20. She apologized and said she doesnt know what went on at the store because they do the deliveries. It took 3 months to get a bed fixed when it should be fixed within 2 weeks if someone is paying and has paid for something/ Regards,
[redacted]
At this time Value City Furniture does not have a way to provide a gift card to a customer without removing the total of the gift card from the balance of an invoice. We are certainly able to provide a full refund to Mr. [redacted] but he will then lose his $200 gift card. In that case we are able to offer Mr. [redacted] 20% off a future purchase. That offer will not be able to be combined with any other offer.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 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.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax:...
###-###-####ashley.h[redacted]@americansignature.com
Returned phone call from store manager. Waiting on return call. I am satisfied with this resolution.
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]
On 8/4/2017, Mr. [redacted] purchased the Invigorate queen mattress, the Framed Panel Prim daybed, and the Oasis twin mattress. The merchandise was delivered to his residence on 8/13/2017 and 8/17/2017.Upon receiving Mr. [redacted]’s complaint, I have spoken to the store Manager who stated the...
informing the customer that the mattress was included with the clearance daybed was a mistake. The Manager has allowed the customer to purchase the mattress at a discounted price. Due to Mr. [redacted] still needing a mattress delivered we have also waived the delivery fee for the mattress. At this time that is all that can be offered to Mr. [redacted]. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Karema H[redacted]
I was unable to locate an invoice for Ms. [redacted] regarding her complaint. In order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will...
follow up with an offer of resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[email protected]
I initially wanted the accent chair and was willing to pay for it but by the time I talked with the General Manager, the thrill had ended and I have to have a level of respect for myself, meaning, if I still purchased the accent chair after the absolute terrible customer service, then what would prevent Value City from doing the same thing again. The proper resolution if Value City was truly sorry for the terrible service would be to discount the chair and deliver or take a hit and give it to me for free. I know my thinking is off and is not in line with the standards of value city after all, how can they make millions by giving away a three hundred dollar chair. I declined the offer and decided to find another accent chair. The GM said I can change my mind at any time over the next 60 days and he would honor the request. I'm just soured right now and will advise everyone I know not to shop at value city furniture.
Thanks
I am rejecting this response because it does not address or attempt to fix my issue. I am requesting a full refund or to fix my previous order with the necessary changes that was previously requested by me without any delivery, taxes, protection fees, and restocking fees.
Ms. [redacted] was offered a $25 gift card for the inconvenience, At this time if Ms. [redacted] would like to take the $25 back as a refund back to her method of payment Value City Furniture can offer that. Outside of that option there is no further compensation we can offer Ms. [redacted]. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]
If Ms. [redacted] is experiencing damages with her mattress and box spring she must contact the store and schedule a service to have a certified technician visit her home to address the issue. Ms. [redacted] has a 10-year mattress warranty and If the item is indeed defective Value City Furniture will offer a replacement mattress and box spring. Sincerely,Karema H[redacted]
At this time, Value City Furniture has a cracking and peeling guideline that is being enforced at all store and corporate locations. There is nothing in the policy that states a customer would get a refund for the merchandise. Please keep in mind that not all cracking and peeling cases are identical and the solution offered is based solely off Ms. [redacted]s invoice.There will be no other offer submitted for Ms. [redacted]. 60% in-store credit and a discounted delivery fee is the absolute most we can offer.Sincerely,Karema H[redacted]
On 02/12/2016, Ms. [redacted] purchased the Park City 2-piece reclining loveseat with console and reclining sofa. Ms. [redacted] also purchased the Mystic 3-piece table set. The merchandise was delivered to Ms. [redacted]’s residence on 02/16/2016. Ms. [redacted] notified Store Personnel regarding the Park...
City loveseat having damage to the frame. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager advised that the Park City loveseat will be arriving 03/17/2016. The General Manager will inspect the merchandise to ensure there is no damage and have scheduled Ms. [redacted] for 03/19/2016 to exchange the Park City loveseat. If 03/19/2016 delivery of the Park City loveseat exchange does not accommodate Ms. [redacted]’s work schedule she can contact the General Manager to reschedule the delivery of the exchange merchandise. In the interest of Customer Service the General Manager has also completed an adjustment $287.55. Ms. [redacted] can contact Store Personnel to have the refund issued back to the card used at the time of purchase. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.