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 the General Manager and I appreciate Mr....
[redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
in reading the receipt you can see I do have the extended warranty plus the 7 yr rips, tears,etc. I wanted to make a note of that because I did get the extended warranty that is for three years plus one year and the 7 yr rips tears,etc. I do accept your company picking it up and fixing my furniture, also I did double check with your customer service department in value city niles and they confirmed I do have the extended warranty. Thank you and I look forward to getting my repairs on my sofas. I did provide the proof of warranty it shows on the receipt, and also included the warranty docs
On 01/18/2016, Ms. [redacted] purchased the 5 piece Neo Classic bedroom set, the 5 piece Mystic Dining room set, the Adrian Red 2 piece Sectional, and the Mako Cocktail table. The merchandise was delivered to Ms. [redacted]’s residence on 02/12/2016.After receiving Ms. [redacted]’s complaint I have...
made direct contact with her and set up for an even exchange of her damaged bed. Ms. [redacted] accepted the exchange. 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 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 the General Managers and Market Leader and I...
appreciate Mr. [redacted]s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
After receiving the rejection from Mr. [redacted], I contacted the General Manager. I have been advised that we are exchanging the entire bed. The additional slats that Mr. [redacted] currently has will provide the extra needed support he has requested. Mr. [redacted] has also been credited for his inconvenience.
The business told us at the time the furniture and warranty was purchased that the warranty covered ALL damages except those caused by an animal. The term all would it be inclusive of cracking and peeling. There is also additional damage to the furniture that the warranty would cover; however, We were told at time of inspection that cracking and peeling nullified the warranty. These were not the terms we agreed to at the time the furniture and the warranty was purchased . We were told any damages would be repaired or replaced in the seven-year coverage. I absolutely will not agree to in store credit but the company . I have no plans to purchase from this company ever again unless it honors the terms in which the warrantee was sold and repairs or replaces the furniture.
Hello, I am emailing you today to request that complaint [redacted] be reopened. I did not respond to the Revdex.com message because I was communicating with the store through telephone and email outside of the Revdex.com messaging system. I did not want to Accept or Decline the message as the resolution was still evolving. The store still has not taken any action, despite its verbal communication that it would. Would you please re-open this complaint so that I can communicate with Value City Furniture through the Revdex.com portal? Thank you very much for you time and help. Best,
My furniture was not delivered on the day it was supposed to be on May 7th. There was no call at all to notify me that my bedroom furniture would not be delivered. I am six months pregnant and I ordered furniture for a date that it was not felivered. Refunding me money that was rightfully owed to me was the least I asked for yesterday. Why wasn't my furniture delivered on the date I requested. It was moved to another date that o couldn't even accept the furniture because I work. The manager told me oh they must have just moved all the furniture to one date. She also confirmed my bedroom set was available for delivery but was uncertain why it was not delivered.
The information, yet again, provided to you from value city furniture is inaccurate. NO ONE has ever contacted us it has always been us following up. The day we reopened this complaint was because we were informed that the "replacement was ordered and could take up to 18 weeks". We asked to speak with manager was informed "he would call me back". We informed customer service rep that we would be contacting the Revdex.com again at this point. The returned phone NEVER happened. We followed up the next day spoke with a male customer service rep that informed us that our piece HAD been in for "some time and seen they had set up a delivery date of 3/21/16 from 3-5" with me. I had spoken to NO ONE to schedule an appoint for delivery. My husband took another day off work to be available for delivery to learn we weren't getting our replacement piece but that we would be inconvenienced yet again for an uncertain period of time while they took the damaged piece to be repaired. Then driver shows up late. The last manager I spoke to was extremely rude and inconsiderate of the inconvenience value city has again placed on our family....Reminder this repair has been pending since initial repair October of 2015!Unexceptable!
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for your help in getting this resolved, my family and I both appreciate it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 10/14/2013, Ms. [redacted] purchased the 6-piece Commander Gray sectional and 3 of the 2-piece St. Malo power sofas. This merchandise was delivered to Ms. [redacted]’s residence on 10/16/2013.On 11/07/2013, Ms. [redacted] returned the 3, 2-piece St. Malo sofas for a store credit of $3648.69. In...
August of 2015, Ms. [redacted] contacted Store Personnel advising that she no longer wanted a store credit and requested a refund. According to our contract with Visa, we must process refunds to the original form of payment used to make the purchase. In compliance with our contract, Ms. [redacted]’s refund was issued to her original form of payment on 06/20/2015 and 10/20/2015. It is unfortunate that Ms. [redacted]’s account with Wells Fargo has been closed. According to several conversations with Wells Fargo, due to privacy issues, they will not discuss in detail Ms. [redacted]’s account. I have been asked that Ms. [redacted] contact Wells Fargo and I have also been advised that the refund was returned to American Signature. If the funds have been returned, it typically takes 2 weeks to receive the refund. I advised Ms. [redacted] that I will follow up with her after the 2 weeks has passed, unless I hear otherwise. I have been in contact with Ms. [redacted] and will resolve with her accordingly. She has my direct telephone number if she has any further questions. I apologize for any inconvenience and understand that Ms. [redacted]’s experience has not been one that she would expect as a long time and valued Customer. I appreciate Ms. [redacted]’s patience in knowing that we are working as quickly as possible to provide her overdue refund.
On 8/08/2014 Dr. [redacted] purchased the Marquis media checks, the Ambition Plush King mattress and foundation set, the Lola 3-piece table set, the Marquis drawer chest, the Marquis nightstand and the Marquis King Sleigh bed. The items were delivered to Dr. [redacted] home on 8/14/2014. We have been in contact with the store Manager who states that they have contacted Mrs. [redacted] to set up a service date for the damaged items on 6/23/17. Mrs. [redacted] has accepted the service for her items. Should Mrs. [redacted] like to reschedule her service, she may contact the store Manager at ###-###-####. I apologize for any inconvenience this may have caused Mrs. [redacted]. If Mrs. [redacted] has any other questions or concerns, please feel free to contact me directly. Sincerely, Marian H[redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
On 09/06/2014, Ms. [redacted] purchased the Del Mar chaise, armless chair and power recliner. Ms. [redacted] also purchased a loft bed with 2 twin mattresses. This merchandise was delivered to Ms. [redacted]’s residence on 9/10/2014.In the interest of customer service, the General Manager has agreed...
to allow Ms. [redacted] to return the merchandise for an in-store credit. Ms. [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange. If Ms. [redacted] chooses merchandise that costs more than her original purchase, she will be responsible for paying the difference.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns he may contact me direct.
I understand Ms. [redacted]’s frustrations regarding her refund. In the interest of Customer Service, I have escalated Ms. [redacted]’s complaint. I am pleased to advise that the refund check will be sent to [redacted] today, Friday, May 22, 2015 via Fed Ex with priority shipping.
This message concerns complaint ID[redacted] against Value City Furniture. I have made several attempts to discuss scheduling an exchange time as indicated on the resolution email sent to me on 12/04/2015. However I have been unable to get in contact with anyone to do so at the number and or extension provided to me.I would like to know what is my recourse at this time. Please contact me to further discuss my options either via email or by phone at ###-###-#### Revdex.com Resolution Thanks in Advance,LaTeekey [redacted]
On 5/20/16, Ms. [redacted] purchased the Candice Floral accent chair and two of the Avery Granite sofas. Ms. [redacted] received the accent chair on 7/1/16. The sofas are Special Order products that are custom made by our vendor.We apologize for the delay in Ms. [redacted] receiving the sofas. Upon reviewing her...
complaint through the Revdex.com, the General Manager of the store location and our direct contact with our vendor has been contacted. The order for both of the sofas has been re-placed and we have been given 8/18/16 as the date that the sofas will be delivered. Unfortunately, we do not house any furniture that we can loan to Ms. [redacted] until her sofas have arrived. 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 feel that all of the options that have been extended to Ms. [redacted] are acceptable. Ms. [redacted] has been offered the following:• Additional refund of $190 to go with the $210 already disbursed, totaling $400• Return the $210 gift card and the AcceptanceNow contract will be re-written with the $400 discount• A return of all of the furniture and Ms. [redacted] will receive a full refund.We apologize for all of the issues that Ms. [redacted] has had and are more than willing to accommodate to the offers that have been extended. We would like to resolve this issue as best as we can and will be more than cooperative with Ms. [redacted]’s request to keep all correspondence in writing.
On 02/03/2017, Ms. [redacted] purchased a 74” Special order sleeper sofa and an 86” Special order sofa. The merchandise is scheduled to be delivered to Ms. [redacted]’s residence on 03/11/2017 and on 04/05/2017.After receiving Ms. [redacted]’s complaint I have made direct contact with the store Manager...
who advised me one of Ms. [redacted]’s sofa’s were available in the store and can be delivered on 03/11/2017 but the sleeper sofa won’t be ready until 04/05/2017. I have contacted Ms. [redacted] and advised her of the two delivery dates and she accepted dates. For the inconvenience Ms. [redacted]’s delivery fee has been waived and refunded back to her. Ms. [redacted] can see the refund reflect on her account within the next 3-5 business days. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
they did not offer the dresser I selected at the sale price that I purchased it for. Value City said I had to purchase it at the regular price.
It is not my fault that they delivered the wrong dresser. I should be allowed to purchase the dresser I selected at the sale price.
Thank you,
[redacted]
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 the General Manager and I appreciate Mr....
[redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
in reading the receipt you can see I do have the extended warranty plus the 7 yr rips, tears,etc. I wanted to make a note of that because I did get the extended warranty that is for three years plus one year and the 7 yr rips tears,etc. I do accept your company picking it up and fixing my furniture, also I did double check with your customer service department in value city niles and they confirmed I do have the extended warranty. Thank you and I look forward to getting my repairs on my sofas. I did provide the proof of warranty it shows on the receipt, and also included the warranty docs
On 01/18/2016, Ms. [redacted] purchased the 5 piece Neo Classic bedroom set, the 5 piece Mystic Dining room set, the Adrian Red 2 piece Sectional, and the Mako Cocktail table. The merchandise was delivered to Ms. [redacted]’s residence on 02/12/2016.After receiving Ms. [redacted]’s complaint I have...
made direct contact with her and set up for an even exchange of her damaged bed. Ms. [redacted] accepted the exchange. 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 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 the General Managers and Market Leader and I...
appreciate Mr. [redacted]s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
After receiving the rejection from Mr. [redacted], I contacted the General Manager. I have been advised that we are exchanging the entire bed. The additional slats that Mr. [redacted] currently has will provide the extra needed support he has requested. Mr. [redacted] has also been credited for his inconvenience.
The business told us at the time the furniture and warranty was purchased that the warranty covered ALL damages except those caused by an animal. The term all would it be inclusive of cracking and peeling. There is also additional damage to the furniture that the warranty would cover; however, We were told at time of inspection that cracking and peeling nullified the warranty. These were not the terms we agreed to at the time the furniture and the warranty was purchased . We were told any damages would be repaired or replaced in the seven-year coverage. I absolutely will not agree to in store credit but the company . I have no plans to purchase from this company ever again unless it honors the terms in which the warrantee was sold and repairs or replaces the furniture.
Hello, I am emailing you today to request that complaint [redacted] be reopened. I did not respond to the Revdex.com message because I was communicating with the store through telephone and email outside of the Revdex.com messaging system. I did not want to Accept or Decline the message as the resolution was still evolving. The store still has not taken any action, despite its verbal communication that it would. Would you please re-open this complaint so that I can communicate with Value City Furniture through the Revdex.com portal? Thank you very much for you time and help. Best,
My furniture was not delivered on the day it was supposed to be on May 7th. There was no call at all to notify me that my bedroom furniture would not be delivered. I am six months pregnant and I ordered furniture for a date that it was not felivered. Refunding me money that was rightfully owed to me was the least I asked for yesterday. Why wasn't my furniture delivered on the date I requested. It was moved to another date that o couldn't even accept the furniture because I work. The manager told me oh they must have just moved all the furniture to one date. She also confirmed my bedroom set was available for delivery but was uncertain why it was not delivered.
The information, yet again, provided to you from value city furniture is inaccurate. NO ONE has ever contacted us it has always been us following up. The day we reopened this complaint was because we were informed that the "replacement was ordered and could take up to 18 weeks". We asked to speak with manager was informed "he would call me back". We informed customer service rep that we would be contacting the Revdex.com again at this point. The returned phone NEVER happened. We followed up the next day spoke with a male customer service rep that informed us that our piece HAD been in for "some time and seen they had set up a delivery date of 3/21/16 from 3-5" with me. I had spoken to NO ONE to schedule an appoint for delivery. My husband took another day off work to be available for delivery to learn we weren't getting our replacement piece but that we would be inconvenienced yet again for an uncertain period of time while they took the damaged piece to be repaired. Then driver shows up late. The last manager I spoke to was extremely rude and inconsiderate of the inconvenience value city has again placed on our family....Reminder this repair has been pending since initial repair October of 2015!Unexceptable!
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for your help in getting this resolved, my family and I both appreciate it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 10/14/2013, Ms. [redacted] purchased the 6-piece Commander Gray sectional and 3 of the 2-piece St. Malo power sofas. This merchandise was delivered to Ms. [redacted]’s residence on 10/16/2013.On 11/07/2013, Ms. [redacted] returned the 3, 2-piece St. Malo sofas for a store credit of $3648.69. In...
August of 2015, Ms. [redacted] contacted Store Personnel advising that she no longer wanted a store credit and requested a refund. According to our contract with Visa, we must process refunds to the original form of payment used to make the purchase. In compliance with our contract, Ms. [redacted]’s refund was issued to her original form of payment on 06/20/2015 and 10/20/2015. It is unfortunate that Ms. [redacted]’s account with Wells Fargo has been closed. According to several conversations with Wells Fargo, due to privacy issues, they will not discuss in detail Ms. [redacted]’s account. I have been asked that Ms. [redacted] contact Wells Fargo and I have also been advised that the refund was returned to American Signature. If the funds have been returned, it typically takes 2 weeks to receive the refund. I advised Ms. [redacted] that I will follow up with her after the 2 weeks has passed, unless I hear otherwise. I have been in contact with Ms. [redacted] and will resolve with her accordingly. She has my direct telephone number if she has any further questions. I apologize for any inconvenience and understand that Ms. [redacted]’s experience has not been one that she would expect as a long time and valued Customer. I appreciate Ms. [redacted]’s patience in knowing that we are working as quickly as possible to provide her overdue refund.
On 8/08/2014 Dr. [redacted] purchased the Marquis media checks, the Ambition Plush King mattress and foundation set, the Lola 3-piece table set, the Marquis drawer chest, the Marquis nightstand and the Marquis King Sleigh bed. The items were delivered to Dr. [redacted] home on 8/14/2014. We have been in contact with the store Manager who states that they have contacted Mrs. [redacted] to set up a service date for the damaged items on 6/23/17. Mrs. [redacted] has accepted the service for her items. Should Mrs. [redacted] like to reschedule her service, she may contact the store Manager at ###-###-####. I apologize for any inconvenience this may have caused Mrs. [redacted]. If Mrs. [redacted] has any other questions or concerns, please feel free to contact me directly. Sincerely, Marian H[redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
On 09/06/2014, Ms. [redacted] purchased the Del Mar chaise, armless chair and power recliner. Ms. [redacted] also purchased a loft bed with 2 twin mattresses. This merchandise was delivered to Ms. [redacted]’s residence on 9/10/2014.In the interest of customer service, the General Manager has agreed...
to allow Ms. [redacted] to return the merchandise for an in-store credit. Ms. [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange. If Ms. [redacted] chooses merchandise that costs more than her original purchase, she will be responsible for paying the difference.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns he may contact me direct.
I understand Ms. [redacted]’s frustrations regarding her refund. In the interest of Customer Service, I have escalated Ms. [redacted]’s complaint. I am pleased to advise that the refund check will be sent to [redacted] today, Friday, May 22, 2015 via Fed Ex with priority shipping.
This message concerns complaint ID[redacted] against Value City Furniture. I have made several attempts to discuss scheduling an exchange time as indicated on the resolution email sent to me on 12/04/2015. However I have been unable to get in contact with anyone to do so at the number and or extension provided to me.I would like to know what is my recourse at this time. Please contact me to further discuss my options either via email or by phone at ###-###-#### Revdex.com Resolution Thanks in Advance,LaTeekey [redacted]
On 5/20/16, Ms. [redacted] purchased the Candice Floral accent chair and two of the Avery Granite sofas. Ms. [redacted] received the accent chair on 7/1/16. The sofas are Special Order products that are custom made by our vendor.We apologize for the delay in Ms. [redacted] receiving the sofas. Upon reviewing her...
complaint through the Revdex.com, the General Manager of the store location and our direct contact with our vendor has been contacted. The order for both of the sofas has been re-placed and we have been given 8/18/16 as the date that the sofas will be delivered. Unfortunately, we do not house any furniture that we can loan to Ms. [redacted] until her sofas have arrived. 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 feel that all of the options that have been extended to Ms. [redacted] are acceptable. Ms. [redacted] has been offered the following:• Additional refund of $190 to go with the $210 already disbursed, totaling $400• Return the $210 gift card and the AcceptanceNow contract will be re-written with the $400 discount• A return of all of the furniture and Ms. [redacted] will receive a full refund.We apologize for all of the issues that Ms. [redacted] has had and are more than willing to accommodate to the offers that have been extended. We would like to resolve this issue as best as we can and will be more than cooperative with Ms. [redacted]’s request to keep all correspondence in writing.
On 02/03/2017, Ms. [redacted] purchased a 74” Special order sleeper sofa and an 86” Special order sofa. The merchandise is scheduled to be delivered to Ms. [redacted]’s residence on 03/11/2017 and on 04/05/2017.After receiving Ms. [redacted]’s complaint I have made direct contact with the store Manager...
who advised me one of Ms. [redacted]’s sofa’s were available in the store and can be delivered on 03/11/2017 but the sleeper sofa won’t be ready until 04/05/2017. I have contacted Ms. [redacted] and advised her of the two delivery dates and she accepted dates. For the inconvenience Ms. [redacted]’s delivery fee has been waived and refunded back to her. Ms. [redacted] can see the refund reflect on her account within the next 3-5 business days. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
they did not offer the dresser I selected at the sale price that I purchased it for. Value City said I had to purchase it at the regular price.
It is not my fault that they delivered the wrong dresser. I should be allowed to purchase the dresser I selected at the sale price.
Thank you,
[redacted]