On 08/07/2015, Mr. [redacted] purchased the Adrian Graphite chair and loveseat. This merchandise was picked up by Mr. [redacted] on 08/11/2015.I apologize for any miscommunication Mr. [redacted] may have received regarding the detached cushions. I confirmed with the General Manager that the seat cushions are...
detachable; however, the back cushions are not. The General Manager has discussed this with Mr. [redacted] and agreed to offer him $50 to keep the merchandise. Mr. Day’s [redacted] Credit Card was refunded on 08/13/2015 and this credit should post to his account within 3-5 business days.Again, 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,Jenna C[redacted]Phone: ###-###-#### Ext: [redacted]Fax: ###-###-####[redacted]
On 02/06/2016, Mr. [redacted] purchased the Gates Way twin and full mattress, the Ranger Merlot twin/full stair with storage drawers, twin and full size Bunkie board, Wesley Plus King mattress, Hanover King storage bed and twin, full and king size sleep protectors. The merchandise was delivered to Mr....
[redacted]’s residence on 02/16/2016. On 02/16/2016, Mr. [redacted] notified Store Personnel advising that delivery did not assemble Mr. [redacted]’s Ranger twin/full stair with storage drawers. Mr. [redacted] also advised that he did not receive any of the twin, full, or king sleep protectors and Bunkie boards. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has advised that he offered Mr. [redacted] in store credit in the amount of $200. The General Manager also advised that he has Mr. [redacted] set up to deliver a new Gates Way twin mattress, full size Bunkie board, twin, full, and king size sleep protector. Mr. [redacted] can anticipate delivery of the merchandise on 02/23/2016. 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 09/07/2015, Mr. [redacted] visited our Store location in Columbia, South Carolina to purchase the Ventura Buff 4-piece sectional. I apologize that the Home Furnishing Consultant did not mention that this Collection is currently on back order due to a manufacturer defect that we are in the...
process of correcting for our Customer’s satisfaction. Unfortunately, we are unable to remove the hard inquiry on Mr. [redacted] credit; however, he is able to contact Synchrony bank and ask that the account be closed. In the interest of Customer Service, the General Manager has authorized a discount of $400 if Mr. [redacted] would like to wait for the new and improved furniture to be delivered. In the event he would like to choose an alternate collection, he can receive a total discount of 20% on the cost of the merchandise. Additionally, Mr. [redacted] will receive the free delivery promotion for the Labor Day sale.I kindly ask that Mr. [redacted] reach out to the South Carolina Store to assist in a resolution as we value his continued business and hope to create a life-long Customer.If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]Phone: ###-###-#### Ext: 6966#Fax: ###-###-####Jenna.C[redacted]@AmericanSignature.com
On 07/07/2012 Mr. [redacted] purchased the 3-piece sectional Ciera Brown. The 3-piece sectional included a sofa, chaise and ottoman. Mr. [redacted] notified the store regarding the sinking sofa. Mr. [redacted] did not purchase the Extended Protection plan that would cover any manufacturer damages. Mr....
[redacted] purchased the 7-year Fabric Protection Warranty which covers any accidental rips, tears, burns or stains that are reported within a 10 day timeframe of the occurring accident. The General Manager has set up an in store courtesy service on 06/23/15 for the 3-piece sectional. The repair on the 3-piece sectional will be completed and delivered back to Mr. [redacted] on 06/26/15. 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 08/31/2006, Ms. [redacted] purchased the Beecher Village king mattress and boxspring, a king size bed frame, an entertainment armoire and the Plantation Cove storage cabinet. This merchandise was delivered to Ms. [redacted]’s residence on 09/05/2006.Ms. [redacted] contacted Store Personnel on...
07/14/2015 advising that her mattress was sinking and asked for a new mattress. It was determined by the Service Technician’s report on 07/29/2015 that the mattress depression did not meet manufacturer’s standards for replacement. It was also noted that several stains were on the mattress and the proper foundation was not being used.According to Ms. [redacted]’s mattress warranty; mattresses not used with the correct foundation and stained or soiled mattresses are not covered. I have attached this warranty for further review.Unfortunately, a Service Technician visited Ms. [redacted]’s residence again on 08/25/2015 and the previous notations remained the same. We will be unable to service or replace Ms. [redacted]’s mattress because the indentations do not meet the manufacturer specifications and the stains have voided the warranty.
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 Invoice Phone Number on Invoice City and State of Purchase Invoice Number Once 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, Kedeanna R[redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### Kedeanna.R[redacted]@AmericanSignature.com
This is not acceptable because there is not A Value City Furniture Store in my city, near my city nor in the my state or surrounding area. Wouldn't make better sense and business sense to either send a check or replace the set. What good is a store credit if there is not a store in our area . Also If we were to order a set online the shipping alone would probably cost much as what they are trying to offer.
On 05/07/2013, Ms. [redacted] purchased the Sherman Mocha power lift chair. This merchandise was delivered on 05/08/2012.I was advised by the General Manager that Ms. [redacted] was offered a pro-rated refund as she wanted to keep the original chair upon replacement. The General Manager...
offered Ms. [redacted] a full refund in the event she would like to return the original chair. Ms. [redacted] received delivery of the new Vantage power lift chair on 07/16/2015. Ms. [redacted] agreed that she would be responsible for the new delivery charges and new warranty on the merchandise.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 09/04/2011, Ms.[redacted] purchased the Rialto Brown 2 piece sectional. The merchandise was delivered to Ms.[redacted] residence on 09/10/2011. 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. I apologize for any inconvenience Ms.[redacted] may have experienced. If Ms.[redacted] has any further questions or concerns she may contact me direct.
At this time we have taken Ms. [redacted]’s complaint and sent it to the store Manager. Unfortunately Ms. [redacted] canceled her order so there is nothing more we can offer her in regards to her order. I apologize for any inconvenience this has caused Ms. [redacted]. If she has any further questions or concerns she may contact me direct.
I apologize for the delay in our resolution regarding Mr. [redacted]’s complaint. I kindly ask that Mr. [redacted] reject this response and allow additional time for his desired resolution. Please be assured that we are working diligently with [redacted] Bank and I appreciate Mr. [redacted]’s...
On 02/13/2015, Ms. [redacted] purchased the Scenic Path Queen mattress set and the Bally Black queen bed. The merchandise was delivered to Ms. [redacted] on 02/27/2015. Upon receiving Ms. [redacted] complaint I have spoken with the store Manager who has advised me several mistakes were made with Ms. [redacted]...
replacement and at this time we are even exchanging the entire bed for Ms. [redacted]. 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 10/01/16, Mrs. [redacted] purchased 4 Lisbon Black Bar Stools and 5’x8’ Shag White Rug. The stools were delivered to Mrs. [redacted]’s residence on 10/04/16.After reviewing Mrs. [redacted]’s complaint I have made contact with UPS to confirm the rug was sent back to the Vendor. Now that the information...
has been confirmed I have refunded the total value of the Rug back to Mrs. [redacted]. She should receive the refund back onto her card within the next 3-5 business 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.
When I did not get a call back from the store as promised and did not receive any indication my furniture would be delivered that week, I had to rent a truck to pick up the furniture. Upon bringing it home and removing the plastic (It was wrapped up and pouring rain that evening), I found that the frame was broken and the legs were sitting crooked. I had to rent a truck the next day to return the furniture. This cost me $120 plus I have now had to leave work on 3 separate occasions.I went to another Value City Furniture store to pick out new furniture. The sale had ended and I had to pay an additional $79 to have my new furniture delivered this time around.I am now asking to be reimbursed the $120 and the $79. I would be happy to provide receipts for these transactions. I would be happy to have the credit applied to my Value City Account.Regards,
C. [redacted]s
I would like to apologize to Ms. [redacted] for not being provided the level of service that our store associates take pride in offering everyday. Ms. [redacted]’s continued business is so very important to us. We never want to alienate a customer due to our lack of providing the exceptional service each customer deserves. We would like to offer Ms. [redacted] a $150 giftcard for the inconvenience. If Ms. [redacted] is satisfied with the offer of the $150 giftcard she may contact me direct to ensure that the giftcard is mailed to her residence. 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 4/2/16, Ms. [redacted] purchased the Monticello Pecan king bed, dresser and mirror, nightstand, and bench, as well as 2 of the Camelot Gray accent chairs, the Metal Art Brown wall art, and the Bella Antique mirror. Ms. [redacted] received a partial delivery on 4/12/16 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 5/5/16. Ms. [redacted] will receive a phone call prior to the delivery date with a time frame that the delivery team will arrive at the residence. The General Manager has noted to his Delivery department that the team will need to arrive at the residence after 5:30 pm EST, per Ms. [redacted]’s request. Ms. [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.
After receiving Ms. [redacted] complaint I have tried contacting her in regards to her canceled order. I left a message apologizing for the delayed merchandise and asked her to contact me if she would like to discuss her situation any further. I apologize for any inconvenience Ms. [redacted] may...
have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
The General Manager has spoken with Mrs. [redacted] and an agreement has been made for delivery to occur today, 6/22/16, for the furniture. She is scheduled as the first stop of the day.
I have contacted Mrs. [redacted] and her husband and left a voicemail asking that either person contact me directly if they have any other questions or concerns. I have confirmed that a delivery is scheduled for Mrs. [redacted] on 12/08/16. The total in-store credit offered was $1,139.90 that can be used towards new merchandise. I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns s may contact me direct.
On 08/07/2015, Mr. [redacted] purchased the Adrian Graphite chair and loveseat. This merchandise was picked up by Mr. [redacted] on 08/11/2015.I apologize for any miscommunication Mr. [redacted] may have received regarding the detached cushions. I confirmed with the General Manager that the seat cushions are...
detachable; however, the back cushions are not. The General Manager has discussed this with Mr. [redacted] and agreed to offer him $50 to keep the merchandise. Mr. Day’s [redacted] Credit Card was refunded on 08/13/2015 and this credit should post to his account within 3-5 business days.Again, 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,Jenna C[redacted]Phone: ###-###-#### Ext: [redacted]Fax: ###-###-####[redacted]
On 02/06/2016, Mr. [redacted] purchased the Gates Way twin and full mattress, the Ranger Merlot twin/full stair with storage drawers, twin and full size Bunkie board, Wesley Plus King mattress, Hanover King storage bed and twin, full and king size sleep protectors. The merchandise was delivered to Mr....
[redacted]’s residence on 02/16/2016. On 02/16/2016, Mr. [redacted] notified Store Personnel advising that delivery did not assemble Mr. [redacted]’s Ranger twin/full stair with storage drawers. Mr. [redacted] also advised that he did not receive any of the twin, full, or king sleep protectors and Bunkie boards. After receiving Mr. [redacted]’s Revdex.com complaint the General Manager has advised that he offered Mr. [redacted] in store credit in the amount of $200. The General Manager also advised that he has Mr. [redacted] set up to deliver a new Gates Way twin mattress, full size Bunkie board, twin, full, and king size sleep protector. Mr. [redacted] can anticipate delivery of the merchandise on 02/23/2016. 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 09/07/2015, Mr. [redacted] visited our Store location in Columbia, South Carolina to purchase the Ventura Buff 4-piece sectional. I apologize that the Home Furnishing Consultant did not mention that this Collection is currently on back order due to a manufacturer defect that we are in the...
process of correcting for our Customer’s satisfaction. Unfortunately, we are unable to remove the hard inquiry on Mr. [redacted] credit; however, he is able to contact Synchrony bank and ask that the account be closed. In the interest of Customer Service, the General Manager has authorized a discount of $400 if Mr. [redacted] would like to wait for the new and improved furniture to be delivered. In the event he would like to choose an alternate collection, he can receive a total discount of 20% on the cost of the merchandise. Additionally, Mr. [redacted] will receive the free delivery promotion for the Labor Day sale.I kindly ask that Mr. [redacted] reach out to the South Carolina Store to assist in a resolution as we value his continued business and hope to create a life-long Customer.If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]Phone: ###-###-#### Ext: 6966#Fax: ###-###-####Jenna.C[redacted]@AmericanSignature.com
On 07/07/2012 Mr. [redacted] purchased the 3-piece sectional Ciera Brown. The 3-piece sectional included a sofa, chaise and ottoman. Mr. [redacted] notified the store regarding the sinking sofa. Mr. [redacted] did not purchase the Extended Protection plan that would cover any manufacturer damages. Mr....
[redacted] purchased the 7-year Fabric Protection Warranty which covers any accidental rips, tears, burns or stains that are reported within a 10 day timeframe of the occurring accident. The General Manager has set up an in store courtesy service on 06/23/15 for the 3-piece sectional. The repair on the 3-piece sectional will be completed and delivered back to Mr. [redacted] on 06/26/15. 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 08/31/2006, Ms. [redacted] purchased the Beecher Village king mattress and boxspring, a king size bed frame, an entertainment armoire and the Plantation Cove storage cabinet. This merchandise was delivered to Ms. [redacted]’s residence on 09/05/2006.Ms. [redacted] contacted Store Personnel on...
07/14/2015 advising that her mattress was sinking and asked for a new mattress. It was determined by the Service Technician’s report on 07/29/2015 that the mattress depression did not meet manufacturer’s standards for replacement. It was also noted that several stains were on the mattress and the proper foundation was not being used.According to Ms. [redacted]’s mattress warranty; mattresses not used with the correct foundation and stained or soiled mattresses are not covered. I have attached this warranty for further review.Unfortunately, a Service Technician visited Ms. [redacted]’s residence again on 08/25/2015 and the previous notations remained the same. We will be unable to service or replace Ms. [redacted]’s mattress because the indentations do not meet the manufacturer specifications and the stains have voided the warranty.
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 Invoice Phone Number on Invoice City and State of Purchase Invoice Number Once 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, Kedeanna R[redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### Kedeanna.R[redacted]@AmericanSignature.com
This is not acceptable because there is not A Value City Furniture Store in my city, near my city nor in the my state or surrounding area. Wouldn't make better sense and business sense to either send a check or replace the set. What good is a store credit if there is not a store in our area . Also If we were to order a set online the shipping alone would probably cost much as what they are trying to offer.
On 05/07/2013, Ms. [redacted] purchased the Sherman Mocha power lift chair. This merchandise was delivered on 05/08/2012.I was advised by the General Manager that Ms. [redacted] was offered a pro-rated refund as she wanted to keep the original chair upon replacement. The General Manager...
offered Ms. [redacted] a full refund in the event she would like to return the original chair. Ms. [redacted] received delivery of the new Vantage power lift chair on 07/16/2015. Ms. [redacted] agreed that she would be responsible for the new delivery charges and new warranty on the merchandise.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 09/04/2011, Ms.[redacted] purchased the Rialto Brown 2 piece sectional. The merchandise was delivered to Ms.[redacted] residence on 09/10/2011. 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. I apologize for any inconvenience Ms.[redacted] may have experienced. If Ms.[redacted] has any further questions or concerns she may contact me direct.
At this time we have taken Ms. [redacted]’s complaint and sent it to the store Manager. Unfortunately Ms. [redacted] canceled her order so there is nothing more we can offer her in regards to her order. I apologize for any inconvenience this has caused Ms. [redacted]. If she has any further questions or concerns she may contact me direct.
I apologize for the delay in our resolution regarding Mr. [redacted]’s complaint. I kindly ask that Mr. [redacted] reject this response and allow additional time for his desired resolution. Please be assured that we are working diligently with [redacted] Bank and I appreciate Mr. [redacted]’s...
patience in this matter
On 02/13/2015, Ms. [redacted] purchased the Scenic Path Queen mattress set and the Bally Black queen bed. The merchandise was delivered to Ms. [redacted] on 02/27/2015. Upon receiving Ms. [redacted] complaint I have spoken with the store Manager who has advised me several mistakes were made with Ms. [redacted]...
replacement and at this time we are even exchanging the entire bed for Ms. [redacted]. 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 10/01/16, Mrs. [redacted] purchased 4 Lisbon Black Bar Stools and 5’x8’ Shag White Rug. The stools were delivered to Mrs. [redacted]’s residence on 10/04/16.After reviewing Mrs. [redacted]’s complaint I have made contact with UPS to confirm the rug was sent back to the Vendor. Now that the information...
has been confirmed I have refunded the total value of the Rug back to Mrs. [redacted]. She should receive the refund back onto her card within the next 3-5 business 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.
When I did not get a call back from the store as promised and did not receive any indication my furniture would be delivered that week, I had to rent a truck to pick up the furniture. Upon bringing it home and removing the plastic (It was wrapped up and pouring rain that evening), I found that the frame was broken and the legs were sitting crooked. I had to rent a truck the next day to return the furniture. This cost me $120 plus I have now had to leave work on 3 separate occasions.I went to another Value City Furniture store to pick out new furniture. The sale had ended and I had to pay an additional $79 to have my new furniture delivered this time around.I am now asking to be reimbursed the $120 and the $79. I would be happy to provide receipts for these transactions. I would be happy to have the credit applied to my Value City Account.Regards,
C. [redacted]s
I would like to apologize to Ms. [redacted] for not being provided the level of service that our store associates take pride in offering everyday. Ms. [redacted]’s continued business is so very important to us. We never want to alienate a customer due to our lack of providing the exceptional service each customer deserves. We would like to offer Ms. [redacted] a $150 giftcard for the inconvenience. If Ms. [redacted] is satisfied with the offer of the $150 giftcard she may contact me direct to ensure that the giftcard is mailed to her residence. 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 4/2/16, Ms. [redacted] purchased the Monticello Pecan king bed, dresser and mirror, nightstand, and bench, as well as 2 of the Camelot Gray accent chairs, the Metal Art Brown wall art, and the Bella Antique mirror. Ms. [redacted] received a partial delivery on 4/12/16 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 5/5/16. Ms. [redacted] will receive a phone call prior to the delivery date with a time frame that the delivery team will arrive at the residence. The General Manager has noted to his Delivery department that the team will need to arrive at the residence after 5:30 pm EST, per Ms. [redacted]’s request. Ms. [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.
After receiving Ms. [redacted] complaint I have tried contacting her in regards to her canceled order. I left a message apologizing for the delayed merchandise and asked her to contact me if she would like to discuss her situation any further. 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 have been advised that Rapid Response has been in contact with Ms. [redacted] to work on a resolution.
The General Manager has spoken with Mrs. [redacted] and an agreement has been made for delivery to occur today, 6/22/16, for the furniture. She is scheduled as the first stop of the day.
I have contacted Mrs. [redacted] and her husband and left a voicemail asking that either person contact me directly if they have any other questions or concerns. I have confirmed that a delivery is scheduled for Mrs. [redacted] on 12/08/16. The total in-store credit offered was $1,139.90 that can be used towards new merchandise. I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns s may contact me direct.