Ms. [redacted] picked up the merchandise and it is required per our pickup policy that Ms. [redacted] bring the merchandise back to the store and pickup the exchange. In the interest of Customer Service the General Manager has agreed to deliver the merchandise to Ms. [redacted]’s residence on 12/19/2015. Ms [redacted] will receive a phone call on 12/18/2015 to schedule the time frame for delivery. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
my phone # is listed on the account, been the same for 13 years and is listed on the complaint. On today, October 29th I left a message with Carolyn. She stated the general manager will not be there until next week.
I did get a call from [redacted] on 5/6/15 at Value City in Streamwood, called her back on 5/7/15 & told she had already left for the day. I called back on 5/8/15 & was told she had the day off...I asked to leave her a message that I called & have her return my call. I received a call from her on 5/11/15 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 charge. I have been very busy with meetings this week, and am making every effort possible to get into the store. Pulled into home last evening 5/14/15 with plans to go & my daughter needs emergency medical so we were in the emergency room at the hospital until 9 pm. I plan on getting out there over this weekend. Thank you
I am rejecting this response because: first off I don't know who Mrs. [redacted] is! This is how I know...
they don't care about me as a customer they didn't even care to find out my name! Plus they included no real resolution to my problem! This is why I've been dealing with since February!
Regards,
[redacted]
On 07/06/2014, Ms. [redacted] purchased the Merrydale queen mattress and boxspring. This merchandise was delivered to Ms. [redacted]’s residence on 07/29/2014.I apologize for the incorrect information Ms. [redacted] received when speaking with a Customer Service Representative. Ms. [redacted] has a...
manufacturer warranty on her mattress and we will be happy to schedule a service date to inspect the merchandise. Ms. [redacted] should receive a call within the next few days to set up service if she has not already received a call from the Manager.If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 10/23/2013, Mr. [redacted] purchased the Altavista Charcoal 3-piece sectional. The merchandise was delivered on 11/16/2013. On 07/17/2013, Mr. [redacted] notified Store Personnel regarding seam separation. Store Personnel sent out a service technician to Mr. [redacted]’s residence on 08/08/14 to view the issues...
Mr. [redacted] was experiencing. As it was understood that the repair that took place on 08/08/14 completed the merchandise issues Mr. [redacted] were having regarding seam separation. Mr. [redacted] did not purchase any extended warranties and therefore only had the 1-year manufacturer’s warranty that expired on 10/23/2014. It was our understanding that the repair on 8/8/14 completed the merchandise issues Mr. [redacted] was having. We will not be able to offer service, repair or replacement of Mr. [redacted]’s merchandise. 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 October 16, 2014 Ms. [redacted] purchased a 6 piece Bongo Charcoal sectional, the Jenson 60” TV console, the Aristocrat Chairside table, and the Illusion 3 piece Nesting table. Also purchased was a Pure Promise warranty on all items; the merchandise was delivered to Ms. [redacted]’s residence on...
10-23-2014. Upon reviewing Ms. [redacted]’s complaint, I have spoken with a warranty specialist who informed me that on January 2016 a claim was filed regarding Ms. [redacted]’s 6 piece sectional and TV console. In January of 2016, a service specialist attempted to contact Ms. [redacted] on number provided on claim. With multiple failed attempts at reaching Ms. [redacted], a letter was issued to Ms. [redacted]’s residence informing her that the claim was now closed due to no contact. If Ms. [redacted] would like to proceed with the claim, she would need to contact the warranty company at 877-478-2467. 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 9/27/2015, Ms. [redacted] purchased the Colton Coffee 2-piece sleeper sofa and recliner and 2 of the Crystal Silver lamps. This merchandise was delivered to Ms. [redacted]’s residence on 10/10/2015.On 10/17/2015, Ms. [redacted]’s merchandise was returned and an incomplete refund was issued. I apologize...
for any frustration this may cause. Ms. [redacted]’s Discover Credit Card was refunded $1105.04 when it should have been refunded the entire amount of $1324.03. At this time, Ms. [redacted] has started the dispute process with Discover regarding her refund and we will not be able to provide additional funds until the dispute has been cancelled or completed. Additionally, please be assured that I have forwarded Ms. [redacted]’s property damage request to the appropriate department to initiate the claims process.If Ms. [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 with the store location’s General Manager and I...
appreciate Ms. [redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
On 9/30/16, Mrs. [redacted] purchased the Hanover Cherry door chest, the Marilyn drawer chest, the Clarion chest, the Mistic 68” floor lamp, and the Silver Tassle 32” table lamp. The delivery of the merchandise was initially scheduled for 10/05/16. Due to issues with product availability from the...
manufacturer, the delivery was rescheduled to 10/07/16. The refund for Mrs. [redacted]s order was processed by Customer Service in the store location on 10/07/16. Due to the amount of the refund, a refund check is being disbursed. The standard time frame for a customer to receive a refund check from our company is 7-10 business days. Our system shows that the check is scheduled to be disbursed 10/18/16 and FedEx to the store location, arriving possibly 10/20/16. Once the refund check arrives at the store location, Mrs. [redacted] will be contacted.I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
On 03/18/2016, Ms. [redacted] purchased the Americana Espresso 5-piece dinette, Marco Gray 2-piece sectional and chair, The Neo Classic Black 5-piece king bedroom set through the AcceptanceNOW program in our Value City furniture store location. After receiving Ms. [redacted]’s Revdex.com complaint...
the General Manager has contacted Ms. [redacted]. In the interested of Customer Service the General Manager has offered Ms. [redacted] a $400 refund once the gift cards Ms. [redacted] received are returned. The General Manager has advised he is willing to have AcceptanceNOW rewrite Ms. [redacted]’s AcceptanceNOW contract to resolve her Revdex.com complaint. 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 06/01/2016, Ms. [redacted] purchased the Adrian Chocolate 2-piece sectional with the Pure Promise warranty. The merchandise was delivered to Ms. [redacted]’s residence on 06/09/2017.Upon receiving Ms. [redacted]’s complaint, I have confirmed that her merchandise is outside of her one-year manufactures warranty....
Ms. [redacted] filed a claim with the warranty company called Uniters on 7/31/2017, who denied the claim due to improper care. The photos attached to this response shows that Ms. [redacted]’s merchandise does not have any manufactures defects, so Value City Furniture is not responsible for repairing or replacing Ms. [redacted]’s merchandise. Ms. [redacted] may file a dispute with Uniters explaining why she feels her claim should be approved by sending an email to [redacted]. Uniters will then review her dispute and respond with a possible offer of resolution.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: the damage was not caused by the consumer as suggested. The damage was caused because the back of the furniture was poorly designed or manufactured. Either they stand behind their products or they don't. Nothing short of a sharp object with the intention of creating a puncture should damage furniture.I am receiving conflicting messages from corporate and the store level. I was told by corporate that only the service representatives could determine manufacture defects. How is it that the manager can suggest that it was not a defect if no one has been out to assess it. This is crazy. I paid for furniture that should be constructed in a way that would withstand daily use. It's been a month an there is a hole. That speaks very poorly for this company.I also take issue with the warranty that suggest they do not cover intentional damage. Obviously!!! The damage should not have been able to occur unless something was wrong with the product.There is still an issue with the uneven bed. So the bed should be uneven and it should be expected that holes could be made in the furniture with a mere tap. If that is true, my daughter has doll furniture that is made better.
Regards,
[redacted]
On 03/08/2015, Ms. [redacted] purchased 2 Casino Godiva sofas and an Astin Beige accent chair. This merchandise was delivered to [redacted] Hair Salon on 3/12/2015.As printed on the back of Ms. [redacted]’s receipt; it states that the use of merchandise other than for household purchases voids...
all warranties and is considered a commercial sale. Ms. [redacted] had the merchandise delivered and used in a business setting therefore; the warranty was voided because of the excessive use it receives in a business.However, in the interest of Customer Service, the General Manager has offered to pick up the 2 Casino Godiva sofas on 7/16/2015 and provide a full refund.If Ms. [redacted] has any further questions or concerns she may contact me direct.
After receiving Mr. [redacted]’s complaint I have made direct contact with the store Manager who has advised me that Mr. [redacted] has received a full replacement sectional and an even exchange on the damaged pieces to his bed. Mr. [redacted] signed his contract with Great American Finance therefore; Value City...
Furniture has no legal right to exchange, refund or alter a Great American contract. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
The business response addressed an upcoming even exchange on 1/22/2017. I have had 3 even exchange deliveries since then: on January 27, 2017 and February 8, 2017 more damaged furniture was sent to my home; and February 14--on which they never showed during the scheduled time. I have a fourth even exchange delivery scheduled tomorrow.
This case is closed in error. Value City Furniture and I are working to resolve the issue. They have since picked up the furniture and has agreed to issue a refund; however, the furniture was just picked up on Friday, June 3, 2016. I would like this case to remain open and active until I receive my refund. The store Manager Chris has been very helpful and I would like an opportunity to provide a fair response back when the transaction is complete. Please reopen the case as we are continuing to resolve the issue. Thank you.
Ms. [redacted] picked up the merchandise and it is required per our pickup policy that Ms. [redacted] bring the merchandise back to the store and pickup the exchange. In the interest of Customer Service the General Manager has agreed to deliver the merchandise to Ms. [redacted]’s residence on 12/19/2015. Ms [redacted] will receive a phone call on 12/18/2015 to schedule the time frame for delivery. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
my phone # is listed on the account, been the same for 13 years and is listed on the complaint. On today, October 29th I left a message with Carolyn. She stated the general manager will not be there until next week.
I did get a call from [redacted] on 5/6/15 at Value City in Streamwood, called her back on 5/7/15 & told she had already left for the day. I called back on 5/8/15 & was told she had the day off...I asked to leave her a message that I called & have her return my call. I received a call from her on 5/11/15 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 charge. I have been very busy with meetings this week, and am making every effort possible to get into the store. Pulled into home last evening 5/14/15 with plans to go & my daughter needs emergency medical so we were in the emergency room at the hospital until 9 pm. I plan on getting out there over this weekend. Thank you
I am rejecting this response because: first off I don't know who Mrs. [redacted] is! This is how I know...
they don't care about me as a customer they didn't even care to find out my name! Plus they included no real resolution to my problem! This is why I've been dealing with since February!
Regards,
[redacted]
Ms. [redacted]’s merchandise was picked up by the Store yesterday and her refund will be processed to her Visa and Synchrony Credit Cards today.
On 07/06/2014, Ms. [redacted] purchased the Merrydale queen mattress and boxspring. This merchandise was delivered to Ms. [redacted]’s residence on 07/29/2014.I apologize for the incorrect information Ms. [redacted] received when speaking with a Customer Service Representative. Ms. [redacted] has a...
manufacturer warranty on her mattress and we will be happy to schedule a service date to inspect the merchandise. Ms. [redacted] should receive a call within the next few days to set up service if she has not already received a call from the Manager.If Ms. [redacted] has any further questions or concerns she may contact me direct.
On 10/23/2013, Mr. [redacted] purchased the Altavista Charcoal 3-piece sectional. The merchandise was delivered on 11/16/2013. On 07/17/2013, Mr. [redacted] notified Store Personnel regarding seam separation. Store Personnel sent out a service technician to Mr. [redacted]’s residence on 08/08/14 to view the issues...
Mr. [redacted] was experiencing. As it was understood that the repair that took place on 08/08/14 completed the merchandise issues Mr. [redacted] were having regarding seam separation. Mr. [redacted] did not purchase any extended warranties and therefore only had the 1-year manufacturer’s warranty that expired on 10/23/2014. It was our understanding that the repair on 8/8/14 completed the merchandise issues Mr. [redacted] was having. We will not be able to offer service, repair or replacement of Mr. [redacted]’s merchandise. 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 October 16, 2014 Ms. [redacted] purchased a 6 piece Bongo Charcoal sectional, the Jenson 60” TV console, the Aristocrat Chairside table, and the Illusion 3 piece Nesting table. Also purchased was a Pure Promise warranty on all items; the merchandise was delivered to Ms. [redacted]’s residence on...
10-23-2014. Upon reviewing Ms. [redacted]’s complaint, I have spoken with a warranty specialist who informed me that on January 2016 a claim was filed regarding Ms. [redacted]’s 6 piece sectional and TV console. In January of 2016, a service specialist attempted to contact Ms. [redacted] on number provided on claim. With multiple failed attempts at reaching Ms. [redacted], a letter was issued to Ms. [redacted]’s residence informing her that the claim was now closed due to no contact. If Ms. [redacted] would like to proceed with the claim, she would need to contact the warranty company at 877-478-2467. 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 9/27/2015, Ms. [redacted] purchased the Colton Coffee 2-piece sleeper sofa and recliner and 2 of the Crystal Silver lamps. This merchandise was delivered to Ms. [redacted]’s residence on 10/10/2015.On 10/17/2015, Ms. [redacted]’s merchandise was returned and an incomplete refund was issued. I apologize...
for any frustration this may cause. Ms. [redacted]’s Discover Credit Card was refunded $1105.04 when it should have been refunded the entire amount of $1324.03. At this time, Ms. [redacted] has started the dispute process with Discover regarding her refund and we will not be able to provide additional funds until the dispute has been cancelled or completed. Additionally, please be assured that I have forwarded Ms. [redacted]’s property damage request to the appropriate department to initiate the claims process.If Ms. [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 with the store location’s General Manager and I...
appreciate Ms. [redacted]’s patience in this matter.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
On 9/30/16, Mrs. [redacted] purchased the Hanover Cherry door chest, the Marilyn drawer chest, the Clarion chest, the Mistic 68” floor lamp, and the Silver Tassle 32” table lamp. The delivery of the merchandise was initially scheduled for 10/05/16. Due to issues with product availability from the...
manufacturer, the delivery was rescheduled to 10/07/16. The refund for Mrs. [redacted]s order was processed by Customer Service in the store location on 10/07/16. Due to the amount of the refund, a refund check is being disbursed. The standard time frame for a customer to receive a refund check from our company is 7-10 business days. Our system shows that the check is scheduled to be disbursed 10/18/16 and FedEx to the store location, arriving possibly 10/20/16. Once the refund check arrives at the store location, Mrs. [redacted] will be contacted.I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
On 03/18/2016, Ms. [redacted] purchased the Americana Espresso 5-piece dinette, Marco Gray 2-piece sectional and chair, The Neo Classic Black 5-piece king bedroom set through the AcceptanceNOW program in our Value City furniture store location. After receiving Ms. [redacted]’s Revdex.com complaint...
the General Manager has contacted Ms. [redacted]. In the interested of Customer Service the General Manager has offered Ms. [redacted] a $400 refund once the gift cards Ms. [redacted] received are returned. The General Manager has advised he is willing to have AcceptanceNOW rewrite Ms. [redacted]’s AcceptanceNOW contract to resolve her Revdex.com complaint. 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 06/01/2016, Ms. [redacted] purchased the Adrian Chocolate 2-piece sectional with the Pure Promise warranty. The merchandise was delivered to Ms. [redacted]’s residence on 06/09/2017.Upon receiving Ms. [redacted]’s complaint, I have confirmed that her merchandise is outside of her one-year manufactures warranty....
Ms. [redacted] filed a claim with the warranty company called Uniters on 7/31/2017, who denied the claim due to improper care. The photos attached to this response shows that Ms. [redacted]’s merchandise does not have any manufactures defects, so Value City Furniture is not responsible for repairing or replacing Ms. [redacted]’s merchandise. Ms. [redacted] may file a dispute with Uniters explaining why she feels her claim should be approved by sending an email to [redacted]. Uniters will then review her dispute and respond with a possible offer of resolution.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]
They won't return my calls. This love seat and couch do not have cores. The cushions don't remove.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: the damage was not caused by the consumer as suggested. The damage was caused because the back of the furniture was poorly designed or manufactured. Either they stand behind their products or they don't. Nothing short of a sharp object with the intention of creating a puncture should damage furniture.I am receiving conflicting messages from corporate and the store level. I was told by corporate that only the service representatives could determine manufacture defects. How is it that the manager can suggest that it was not a defect if no one has been out to assess it. This is crazy. I paid for furniture that should be constructed in a way that would withstand daily use. It's been a month an there is a hole. That speaks very poorly for this company.I also take issue with the warranty that suggest they do not cover intentional damage. Obviously!!! The damage should not have been able to occur unless something was wrong with the product.There is still an issue with the uneven bed. So the bed should be uneven and it should be expected that holes could be made in the furniture with a mere tap. If that is true, my daughter has doll furniture that is made better.
Regards,
[redacted]
On 03/08/2015, Ms. [redacted] purchased 2 Casino Godiva sofas and an Astin Beige accent chair. This merchandise was delivered to [redacted] Hair Salon on 3/12/2015.As printed on the back of Ms. [redacted]’s receipt; it states that the use of merchandise other than for household purchases voids...
all warranties and is considered a commercial sale. Ms. [redacted] had the merchandise delivered and used in a business setting therefore; the warranty was voided because of the excessive use it receives in a business.However, in the interest of Customer Service, the General Manager has offered to pick up the 2 Casino Godiva sofas on 7/16/2015 and provide a full refund.If Ms. [redacted] has any further questions or concerns she may contact me direct.
After receiving Mr. [redacted]’s complaint I have made direct contact with the store Manager who has advised me that Mr. [redacted] has received a full replacement sectional and an even exchange on the damaged pieces to his bed. Mr. [redacted] signed his contract with Great American Finance therefore; Value City...
Furniture has no legal right to exchange, refund or alter a Great American contract. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
The business response addressed an upcoming even exchange on 1/22/2017. I have had 3 even exchange deliveries since then: on January 27, 2017 and February 8, 2017 more damaged furniture was sent to my home; and February 14--on which they never showed during the scheduled time. I have a fourth even exchange delivery scheduled tomorrow.
This case is closed in error. Value City Furniture and I are working to resolve the issue. They have since picked up the furniture and has agreed to issue a refund; however, the furniture was just picked up on Friday, June 3, 2016. I would like this case to remain open and active until I receive my refund. The store Manager Chris has been very helpful and I would like an opportunity to provide a fair response back when the transaction is complete. Please reopen the case as we are continuing to resolve the issue. Thank you.
They are denying that they've had contact with me, I have email messages to disprove their allegations