you are offering a credit of $100 toward my next purchase which I do not plan on purchasing any furniture any time soon. As well as $100 is not going to cover any type of repairs or replacement cost of the sofa. This is a defect of the furniture such it is a manufacturer issue. I have attached pictures of the peeling and these photos where sent to Renee at VCF when I first contacted them.
On 2/19/11, Ms. [redacted] purchased the Cascade Red 2 piece leather living room set. She received delivery of the merchandise on 2/22/11. Ms. [redacted] also purchased the 7-year Leather Protection warranty.On 12/29/15, Ms. [redacted] contacted Uniters NA (the warranty administrator) regarding a tear on the...
sofa. A Service Technician visited Ms. [redacted]’s residence on 1/18/16 to assess the damage. Upon further research, it was determined by Technician pictures that the reported tear was actually a scratch on the leather. According to Ms. [redacted]’s invoice, the Leather Protection warranty certificate was enclosed in the warranty kit delivered on 02/22/11. In the section labeled “Coverage” it states:• Effective seven (7) years from the original date you take• delivery of your new furniture• All Accidental Stains• Rips, Tears or Burns• Cracking or Peeling of Top Grain Leather in Seating• Areas• Cracking or Peeling of All Leather, Leather-Touch, BiCast,• Bonded, & Vinyl in Non-Seating AreasUnfortunately, scratches are not covered under the 7-year 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.
I would like to apologize to Ms. [redacted] for not being provided the level of service that our store associates take pride in offering every day. We have completed an adjustment to Ms. [redacted]’s invoice by $100.00 as the refund will be credited back to her Synchrony Credit account used at the time of...
purchase. The $100.00 will come off of Ms. [redacted]’s Credit account balance that will reflect on her Synchrony Credit account statement within 1-2 billing cycles. 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 hope to grow a lifetime relationship with Ms. [redacted]. Again, we apologize for the inconvenience, and wish to thank Ms. [redacted] for taking the time to reach out to us with her concerns. Ms. [redacted] may call me direct with any questions or concerns in the future. 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: Their website does not state that they have the right to cancel my order at any time. The following disclosure has been taken directly from Value City's Website. and I quote the following exactly as it is listed...Pricing and Other ErrorsPrices shown for items on this website's product pages and in your shopping cart are for merchandise only. An estimate of the total cost of your order is available in your shopping cart, including any applicable tax, delivery or other fees. The final cost will be available for your review prior you complete your order. While we strive for accuracy in the pricing displayed on this website and the other product information we provide, errors can occur. In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order online. In the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelled. Any payments that have been authorized for that order will immediately be reversed. Should you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policy. In this specific paragraph it does not state that they have the right to cancel my order at any time. If anything, it shows that I'm correct and they need to honor my pricing. The sentence that reads "we expressly reserve the right not to honor pricing errors on this website when accepting an order online" says that they reserve the right not to honor pricing when they are ACCEPTING an online order. When I purchased the set, they sent me my order number with the following customer tracking..ORDER TRACKING:1.) Order placed - Completed2.) Order Processed- Completed3.) Order Filled- Completed4.) Out for Delivery- Not Completed. Not only did they ACCEPT my order, but they PROCESSED my order which means their disclosure is no longer valid. It specifically states that they will not honor an order when accepting the order which they did. It does not say at any other time they can cancel my order. That statement is right before they say they have the right to cancel my order which implies they can only do so at a certain time in the purchase, otherwise, they would have stated they can cancel my order at any time. I would also like to include this other disclosure that was taken directly from their website...and I quote...Are the prices in my Shopping Cart guaranteed?We make every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been processed. Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your card will not be charged. This specific disclosure states that prices stored in my shopping cart are subject to change UNTIL I have actually placed my order and it has been processed. My order WAS processed, I received an order confirmation number showing it was processed and also another confirmation in my order tracking saying that my order was processed and filled, oooo and by the way my account was CHARGED for the purchase completing the process. This specific paragraph states that my price is now locked in and is not subject to change.What Value City is doing is completely wrong and I will take any means necessary to get the product that I purchased at the price I paid for it and was charged. Thank you.
Regards,
[redacted]
Good Morning,Please consider reopening this complaint. I did not see the first email or I would have responded earlier. VCF's response is untrue. They have not refunded my rug as of yet because they are making me sign a consent agreement to do so. Our rug has also NOT been shampooed. The did agree to get the 'non-toxic' substance tested. I will attach the MSDS sheet. I'm sure after reading you would not feel comfortable having this substance leaking in your home for months.Thank you,
[redacted]
On 9/25/16, Mrs. [redacted] purchased four of the Jupiter Brown power recliners and the Jupiter Brown storage console. At the time of purchase, the Pure Promise warranty was sold to Mrs. [redacted]. The furniture was delivered to Mrs. [redacted]’s residence on 10/01/2016.Upon reviewing Mrs. [redacted]’s claim, the...
General Manager at the store location was contacted. Mrs. [redacted] was offered 80% of her purchase amount, plus the amount that she paid for the Pure Promise warranty, in the form of an in-store credit. If Mrs. [redacted] has any further questions or concerns regarding the offer, she can contact the store location’s General Manager at ###-###-####.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
On 2/17/16, Mrs. [redacted] started a Price Lock for the iProtect King mattress protector, 2 of the Night pillows, the Approval King mattress and boxspring set, and a King metal bed frame. Mrs. [redacted] took the mattress protector and the pillows on the same day that the Price Lock was initiated. The final...
payment towards the Price Lock was made on 5/6/16. Due to the discontinuation of the Approval mattress and boxspring set, Mrs. [redacted] was informed on 7/13/16 of this recent issue. Mrs. [redacted] used the funds that were paid towards the Approval King mattress and boxspring set to purchase the Bentwood 59” media fireplace, the Bailey Roll Arm 67” sofa, the Ruby Bay Ultimate king mattress, and 2 of the Twin XL boxsprings. The media fireplace, the mattress, and the boxsprings were delivered on 8/15/16, while the sofa was out of stock until 9/16/16. Due to a mistake made with the manufacturing of the sofa, the sofa was returned.Mrs. [redacted]’s complaint has been reviewed by our Corporate Customer Care management team and we apologize for the issues that have occurred while fulfilling Mrs. [redacted]’s order. We are willing to offer Mrs. [redacted] a $250 Value City Furniture gift card to attempt to rectify the damage that has been done and hopefully restore Mrs. [redacted]’s trust in our company.I apologize for the inconveniences that Mrs. [redacted] has experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
I purchased the reclining sofa for 819.89 and the other sofa for 499.00 with 60.00 off. My estimation of the 80% value is 983.00. I would like to resolve this issue, but I am not satisfied with $664.00 for 2 couches that totaled $1300.00. I paid a total of $1600 dollars for delivery and the warranty, which is ineffective. I don't think that it is too much to ask that the store offer an appropriate value for furniture that they sold. If they can't stand behind their products then they should not sell them in the stores. Obviously this item is manufactured poorly if they have to include cracking and peeling as an exclusion to the warranty. Further, I don't understand why we are dealing with someone in the South Bend store when we purchased the items in Kalamazoo, Michigan. When we had to replace the recliner at the kalamazoo store, there were 5 sofa's in the back room that had the same issue that we are experiencing. Value City is a multi-million dollar company that can afford to treat it's customers right. I am not asking for anything that is not deserved. Just replace the items with the correct value or fix them. I will submit a copy of the receipt tomorrow.
I still don't have my furniture, nor do I have any inclination when it will arrive. IM SLEEPING ON THE FLOOR!!! If Value City did not have the means to deliver the furniture, they should not have taken my money. It's been OVER a month, and they think 207.99 is making a difference. I make 21.50 per hour and have called off 4 times for scheduled deliveries. That is 688.00 I have lost due to Value City's disregard for my time. And I still am going to have to take another 2 UNPAID days at 172.00 PER DAY! This is not okay. I am requesting 10% off my total order I spent 4900.00 which will compensate for the total lack of respect for my time, and Value City's dishonesty. I had a similar problem in 2009 and Value City discounted my purchase 10% off, so I believe that is fair.
On 11/02/2014, Mr. [redacted] purchased the 5 piece Wyoming Sectional. The merchandise was delivered to Mr. [redacted]’s residence on 11/08/14. After reviewing Mr. [redacted]’s complaint I have made contact with Uniters and was informed that the warranty Mr. [redacted] has covers any accidental burns,...
rips, tears or stains and pet and humanly bodily fluids. The warranty also covers the structural integrity of the frame as well. I was informed that the stains Mr. [redacted] reported have been serviced. Pet damage is not covered in the warranty and that part of the claim has been denied. Unfortunately we cannot service the pet damage done to 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 the store direct.
On 6/12/2014, Ms. [redacted] purchased the Paradiso cocktail table, the Ritz Grey 2-piece sofa and chair set, and the Paradiso end table. The items were delivered to her residence on 6/06/2014. The store Manager has tried to contact Ms. [redacted] on 06/01/17, so that we may be able to come to a...
resolution for Ms. Lawrence. She may contact them back at ###-###-#### at her earliest convenience. I apologize for any inconvenience this may have caused Ms. Lawrence. If Ms. [redacted] has any other questions or concerns, please feel free to contact me directly. Sincerely, [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
I reviewed the response made by the business in reference to complaint ID 10863560, and find the resolution is satisfactory to me pending the detailed resolution if completed. I spoke to Bob(General Manager) first time today November 16. He stated he will process the $500 refund via check from his headquarters and it should be ready for me to pick up on November 27 at the store here in Jacksonville.
Unfortunately Ms. [redacted]’s invoice has been cancelled causing the merchandise to be removed from the order. At this time I am not able to see why Ms. [redacted]’s order was rescheduled for January.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further...
On 07/14/2013, Mrs. [redacted] purchased the Cross Gate Plush king mattress set with frame as well as the Urban Living king panel bed. This merchandise was delivered in full to Mrs. [redacted]’s residence on 08/08/2013. On 08/08/2013, Mrs. [redacted] contacted Store Personnel advising that her Husband’s...
wedding ring was missing. At this time, Mrs. [redacted] was advised that the delivery team would check the truck to ensure that the ring was not present. Once confirmation was made that the Delivery Team did not have the ring, Mrs. [redacted] was advised to contact the police department to file a report. Store Personnel was not contacted again until March of 2015 regarding a service request for Mrs. [redacted]’s mattress. On 03/16/2015, a Service Technician visited Mrs. [redacted]’s residence to inspect the merchandise. It was confirmed that Mrs. [redacted]’s mattress was defective and an in-store credit was offered. According to Mrs. [redacted]’s warranty; in the event the merchandise fails due to a manufacturing defect, the exclusive remedy under this warranty will be repair or replacement of the defective product. The right is reserved to substitute comparable materials or models and does not guarantee that the replacement will match the existing piece. Mrs. [redacted] was offered a full in-store credit to choose a replacement under the specifications of the warranty. Due to the fact that Mrs. [redacted] has chosen merchandise that costs more than her original purchase, she will be responsible for paying the difference. We will be unable to offer a larger in-store credit than what was originally purchased. Mrs. [redacted] has chosen a set that is $931.75 more than her original Cross Gate Plush Mattress purchase. If Mrs. [redacted] would like to take advantage of her warranty, she may pay the additional amount or chose a less expensive mattress.I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
a mattress is a huge purchase and investment for our family in which we trusted Value City Furniture. During a purchase Value City employees love to throw around the assurance of the warranties, but in reality when you actually need to use it it never is covered! 20% is not nearly enough to help us purchase a new mattress in a situation were our warranty accordingly to the floor staff should have been covered.
Regards,
[redacted]
I am rejecting this response because:First of all, it would be nice if you had my name correct in your response. Secondly, the furniture I purchased is garbage. You guys should be ashamed of yourselves for selling it. No furniture should be falling apart a year and a half after purchasing it. I spent $7,000 with you guys and this is what I get (garbage)?
Regards,
[redacted]
On 2/3/2016, Ms. [redacted] purchased the Colette Khaki 2-piece living room set that included the sofa and the love seat. The furniture was delivered to Ms. [redacted]’ residence on 2/24/2016.We understand Ms. [redacted]’ concerns and apologize for the experience that she has had with our company. Uniters...
cannot re-open her claim and Ms. [redacted]’ order has fallen outside of the 1-year manufacturer’s warranty. To appease Ms. [redacted], we can offer a refund of the warranty amount, totaling $129.99. If Ms. [redacted] would like to pursue this option, she can contact the store location at ###-###-####. She can also contact Customer Care at 1/###-###-#### and any of the agents can assist with this refund.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
Dear Revdex.com.My name is [redacted]. Sorry it took so long to write back. The company just responded to me today 05-02-2017. They had a technician come out to examine mattress. He verified that there was an indention in the mattress of 1 in. Since it was not 2 in there was nothing they can do. I said to them even though their technician of last year that come out to replace the box spring and inspect jumped on my mattress with his whole body and made that lasting impression on the mattress that I have to live with that. They said yes. First the tried to deny that the young man didn’t come out. Then after going back and forth he admitted that the technician came out and I complained that very same day what the young man did. But even though the young man did that they don’t want to take responsibility for what their employee did by damaging my mattress including intrest cost 41600.00. By their deception and dishonesty and their lack to take responsibility for their damaging my mattress.I would like this complaint to go forward. And I want this on their record for unfair business practice and lack of Customer Service And to being able to hold up to their employees for damaging customers furniture while delivery and inspecting and examining when they are responsible for damaging products. To say how irresponsible they are I couldn’t answer your letter because they didn’t send no one out to inspect mattress until April 20, 2017. It took them two weeks to disrespect me and even then I had to call them today for them to treat me like a nobody. We sold you a product we damaged it even though we damaged it, it wasn’t enough to replace. You have to live with that 1 in. impression we put on your mattress until it becomes 2 in. I feel it’s a shame to be treated this way after spending so much money with Value City Furniture. Also im going to complaint to Consumer Product complaints with all T.V. stations until someone listen. They disrespected me and called me a liar. Even though they admitted I called and complained on the technician last year the day he did it. They don’t want to take the responsibility he damaged my mattress and forcing me to live with it. Thank you for listening and hope you can help me!!!Sincerely,[redacted]P.S. Even though this happened last year and I complained the same day the technician jumped on my mattress. They waited until April 20, 2017 to send someone out. Again I was the one who called to remind them what was they going to do. Again lack of irresponsibility and very bad customer service after purchase of their product and the protecting of an employee who made a mistake by damaging a customer’s product and their not being liable. For their technician careless behavior and disregard of a customer’s product!
you are offering a credit of $100 toward my next purchase which I do not plan on purchasing any furniture any time soon. As well as $100 is not going to cover any type of repairs or replacement cost of the sofa. This is a defect of the furniture such it is a manufacturer issue. I have attached pictures of the peeling and these photos where sent to Renee at VCF when I first contacted them.
On 2/19/11, Ms. [redacted] purchased the Cascade Red 2 piece leather living room set. She received delivery of the merchandise on 2/22/11. Ms. [redacted] also purchased the 7-year Leather Protection warranty.On 12/29/15, Ms. [redacted] contacted Uniters NA (the warranty administrator) regarding a tear on the...
sofa. A Service Technician visited Ms. [redacted]’s residence on 1/18/16 to assess the damage. Upon further research, it was determined by Technician pictures that the reported tear was actually a scratch on the leather. According to Ms. [redacted]’s invoice, the Leather Protection warranty certificate was enclosed in the warranty kit delivered on 02/22/11. In the section labeled “Coverage” it states:• Effective seven (7) years from the original date you take• delivery of your new furniture• All Accidental Stains• Rips, Tears or Burns• Cracking or Peeling of Top Grain Leather in Seating• Areas• Cracking or Peeling of All Leather, Leather-Touch, BiCast,• Bonded, & Vinyl in Non-Seating AreasUnfortunately, scratches are not covered under the 7-year 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.
I would like to apologize to Ms. [redacted] for not being provided the level of service that our store associates take pride in offering every day. We have completed an adjustment to Ms. [redacted]’s invoice by $100.00 as the refund will be credited back to her Synchrony Credit account used at the time of...
purchase. The $100.00 will come off of Ms. [redacted]’s Credit account balance that will reflect on her Synchrony Credit account statement within 1-2 billing cycles. 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 hope to grow a lifetime relationship with Ms. [redacted]. Again, we apologize for the inconvenience, and wish to thank Ms. [redacted] for taking the time to reach out to us with her concerns. Ms. [redacted] may call me direct with any questions or concerns in the future. 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: Their website does not state that they have the right to cancel my order at any time. The following disclosure has been taken directly from Value City's Website. and I quote the following exactly as it is listed...Pricing and Other ErrorsPrices shown for items on this website's product pages and in your shopping cart are for merchandise only. An estimate of the total cost of your order is available in your shopping cart, including any applicable tax, delivery or other fees. The final cost will be available for your review prior you complete your order. While we strive for accuracy in the pricing displayed on this website and the other product information we provide, errors can occur. In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order online. In the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelled. Any payments that have been authorized for that order will immediately be reversed. Should you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policy. In this specific paragraph it does not state that they have the right to cancel my order at any time. If anything, it shows that I'm correct and they need to honor my pricing. The sentence that reads "we expressly reserve the right not to honor pricing errors on this website when accepting an order online" says that they reserve the right not to honor pricing when they are ACCEPTING an online order. When I purchased the set, they sent me my order number with the following customer tracking..ORDER TRACKING:1.) Order placed - Completed2.) Order Processed- Completed3.) Order Filled- Completed4.) Out for Delivery- Not Completed. Not only did they ACCEPT my order, but they PROCESSED my order which means their disclosure is no longer valid. It specifically states that they will not honor an order when accepting the order which they did. It does not say at any other time they can cancel my order. That statement is right before they say they have the right to cancel my order which implies they can only do so at a certain time in the purchase, otherwise, they would have stated they can cancel my order at any time. I would also like to include this other disclosure that was taken directly from their website...and I quote...Are the prices in my Shopping Cart guaranteed?We make every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been processed. Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your card will not be charged. This specific disclosure states that prices stored in my shopping cart are subject to change UNTIL I have actually placed my order and it has been processed. My order WAS processed, I received an order confirmation number showing it was processed and also another confirmation in my order tracking saying that my order was processed and filled, oooo and by the way my account was CHARGED for the purchase completing the process. This specific paragraph states that my price is now locked in and is not subject to change.What Value City is doing is completely wrong and I will take any means necessary to get the product that I purchased at the price I paid for it and was charged. Thank you.
Regards,
[redacted]
Good Morning,Please consider reopening this complaint. I did not see the first email or I would have responded earlier. VCF's response is untrue. They have not refunded my rug as of yet because they are making me sign a consent agreement to do so. Our rug has also NOT been shampooed. The did agree to get the 'non-toxic' substance tested. I will attach the MSDS sheet. I'm sure after reading you would not feel comfortable having this substance leaking in your home for months.Thank you,
[redacted]
On 9/25/16, Mrs. [redacted] purchased four of the Jupiter Brown power recliners and the Jupiter Brown storage console. At the time of purchase, the Pure Promise warranty was sold to Mrs. [redacted]. The furniture was delivered to Mrs. [redacted]’s residence on 10/01/2016.Upon reviewing Mrs. [redacted]’s claim, the...
General Manager at the store location was contacted. Mrs. [redacted] was offered 80% of her purchase amount, plus the amount that she paid for the Pure Promise warranty, in the form of an in-store credit. If Mrs. [redacted] has any further questions or concerns regarding the offer, she can contact the store location’s General Manager at ###-###-####.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
On 2/17/16, Mrs. [redacted] started a Price Lock for the iProtect King mattress protector, 2 of the Night pillows, the Approval King mattress and boxspring set, and a King metal bed frame. Mrs. [redacted] took the mattress protector and the pillows on the same day that the Price Lock was initiated. The final...
payment towards the Price Lock was made on 5/6/16. Due to the discontinuation of the Approval mattress and boxspring set, Mrs. [redacted] was informed on 7/13/16 of this recent issue. Mrs. [redacted] used the funds that were paid towards the Approval King mattress and boxspring set to purchase the Bentwood 59” media fireplace, the Bailey Roll Arm 67” sofa, the Ruby Bay Ultimate king mattress, and 2 of the Twin XL boxsprings. The media fireplace, the mattress, and the boxsprings were delivered on 8/15/16, while the sofa was out of stock until 9/16/16. Due to a mistake made with the manufacturing of the sofa, the sofa was returned.Mrs. [redacted]’s complaint has been reviewed by our Corporate Customer Care management team and we apologize for the issues that have occurred while fulfilling Mrs. [redacted]’s order. We are willing to offer Mrs. [redacted] a $250 Value City Furniture gift card to attempt to rectify the damage that has been done and hopefully restore Mrs. [redacted]’s trust in our company.I apologize for the inconveniences that Mrs. [redacted] has experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
I purchased the reclining sofa for 819.89 and the other sofa for 499.00 with 60.00 off. My estimation of the 80% value is 983.00. I would like to resolve this issue, but I am not satisfied with $664.00 for 2 couches that totaled $1300.00. I paid a total of $1600 dollars for delivery and the warranty, which is ineffective. I don't think that it is too much to ask that the store offer an appropriate value for furniture that they sold. If they can't stand behind their products then they should not sell them in the stores. Obviously this item is manufactured poorly if they have to include cracking and peeling as an exclusion to the warranty. Further, I don't understand why we are dealing with someone in the South Bend store when we purchased the items in Kalamazoo, Michigan. When we had to replace the recliner at the kalamazoo store, there were 5 sofa's in the back room that had the same issue that we are experiencing. Value City is a multi-million dollar company that can afford to treat it's customers right. I am not asking for anything that is not deserved. Just replace the items with the correct value or fix them. I will submit a copy of the receipt tomorrow.
I still don't have my furniture, nor do I have any inclination when it will arrive. IM SLEEPING ON THE FLOOR!!! If Value City did not have the means to deliver the furniture, they should not have taken my money. It's been OVER a month, and they think 207.99 is making a difference. I make 21.50 per hour and have called off 4 times for scheduled deliveries. That is 688.00 I have lost due to Value City's disregard for my time. And I still am going to have to take another 2 UNPAID days at 172.00 PER DAY! This is not okay. I am requesting 10% off my total order I spent 4900.00 which will compensate for the total lack of respect for my time, and Value City's dishonesty. I had a similar problem in 2009 and Value City discounted my purchase 10% off, so I believe that is fair.
On 11/02/2014, Mr. [redacted] purchased the 5 piece Wyoming Sectional. The merchandise was delivered to Mr. [redacted]’s residence on 11/08/14. After reviewing Mr. [redacted]’s complaint I have made contact with Uniters and was informed that the warranty Mr. [redacted] has covers any accidental burns,...
rips, tears or stains and pet and humanly bodily fluids. The warranty also covers the structural integrity of the frame as well. I was informed that the stains Mr. [redacted] reported have been serviced. Pet damage is not covered in the warranty and that part of the claim has been denied. Unfortunately we cannot service the pet damage done to 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 the store direct.
Did not deliver as promised. Did not return call as promised. Issue not resolved.
On 6/12/2014, Ms. [redacted] purchased the Paradiso cocktail table, the Ritz Grey 2-piece sofa and chair set, and the Paradiso end table. The items were delivered to her residence on 6/06/2014. The store Manager has tried to contact Ms. [redacted] on 06/01/17, so that we may be able to come to a...
resolution for Ms. Lawrence. She may contact them back at ###-###-#### at her earliest convenience. I apologize for any inconvenience this may have caused Ms. Lawrence. If Ms. [redacted] has any other questions or concerns, please feel free to contact me directly. Sincerely, [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]
I reviewed the response made by the business in reference to complaint ID 10863560, and find the resolution is satisfactory to me pending the detailed resolution if completed. I spoke to Bob(General Manager) first time today November 16. He stated he will process the $500 refund via check from his headquarters and it should be ready for me to pick up on November 27 at the store here in Jacksonville.
Unfortunately Ms. [redacted]’s invoice has been cancelled causing the merchandise to be removed from the order. At this time I am not able to see why Ms. [redacted]’s order was rescheduled for January.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 07/14/2013, Mrs. [redacted] purchased the Cross Gate Plush king mattress set with frame as well as the Urban Living king panel bed. This merchandise was delivered in full to Mrs. [redacted]’s residence on 08/08/2013. On 08/08/2013, Mrs. [redacted] contacted Store Personnel advising that her Husband’s...
wedding ring was missing. At this time, Mrs. [redacted] was advised that the delivery team would check the truck to ensure that the ring was not present. Once confirmation was made that the Delivery Team did not have the ring, Mrs. [redacted] was advised to contact the police department to file a report. Store Personnel was not contacted again until March of 2015 regarding a service request for Mrs. [redacted]’s mattress. On 03/16/2015, a Service Technician visited Mrs. [redacted]’s residence to inspect the merchandise. It was confirmed that Mrs. [redacted]’s mattress was defective and an in-store credit was offered. According to Mrs. [redacted]’s warranty; in the event the merchandise fails due to a manufacturing defect, the exclusive remedy under this warranty will be repair or replacement of the defective product. The right is reserved to substitute comparable materials or models and does not guarantee that the replacement will match the existing piece. Mrs. [redacted] was offered a full in-store credit to choose a replacement under the specifications of the warranty. Due to the fact that Mrs. [redacted] has chosen merchandise that costs more than her original purchase, she will be responsible for paying the difference. We will be unable to offer a larger in-store credit than what was originally purchased. Mrs. [redacted] has chosen a set that is $931.75 more than her original Cross Gate Plush Mattress purchase. If Mrs. [redacted] would like to take advantage of her warranty, she may pay the additional amount or chose a less expensive mattress.I apologize for any inconvenience Mrs. [redacted] may have experienced. If Mrs. [redacted] has any further questions or concerns she may contact me direct.
a mattress is a huge purchase and investment for our family in which we trusted Value City Furniture. During a purchase Value City employees love to throw around the assurance of the warranties, but in reality when you actually need to use it it never is covered! 20% is not nearly enough to help us purchase a new mattress in a situation were our warranty accordingly to the floor staff should have been covered.
Regards,
[redacted]
I am rejecting this response because:First of all, it would be nice if you had my name correct in your response. Secondly, the furniture I purchased is garbage. You guys should be ashamed of yourselves for selling it. No furniture should be falling apart a year and a half after purchasing it. I spent $7,000 with you guys and this is what I get (garbage)?
Regards,
[redacted]
On 2/3/2016, Ms. [redacted] purchased the Colette Khaki 2-piece living room set that included the sofa and the love seat. The furniture was delivered to Ms. [redacted]’ residence on 2/24/2016.We understand Ms. [redacted]’ concerns and apologize for the experience that she has had with our company. Uniters...
cannot re-open her claim and Ms. [redacted]’ order has fallen outside of the 1-year manufacturer’s warranty. To appease Ms. [redacted], we can offer a refund of the warranty amount, totaling $129.99. If Ms. [redacted] would like to pursue this option, she can contact the store location at ###-###-####. She can also contact Customer Care at 1/###-###-#### and any of the agents can assist with this refund.Sincerely,Ashley H[redacted]Phone: ###-###-####Fax: ###-###-####ashley.h[redacted]@americansignature.com
Dear Revdex.com.My name is [redacted]. Sorry it took so long to write back. The company just responded to me today 05-02-2017. They had a technician come out to examine mattress. He verified that there was an indention in the mattress of 1 in. Since it was not 2 in there was nothing they can do. I said to them even though their technician of last year that come out to replace the box spring and inspect jumped on my mattress with his whole body and made that lasting impression on the mattress that I have to live with that. They said yes. First the tried to deny that the young man didn’t come out. Then after going back and forth he admitted that the technician came out and I complained that very same day what the young man did. But even though the young man did that they don’t want to take responsibility for what their employee did by damaging my mattress including intrest cost 41600.00. By their deception and dishonesty and their lack to take responsibility for their damaging my mattress.I would like this complaint to go forward. And I want this on their record for unfair business practice and lack of Customer Service And to being able to hold up to their employees for damaging customers furniture while delivery and inspecting and examining when they are responsible for damaging products. To say how irresponsible they are I couldn’t answer your letter because they didn’t send no one out to inspect mattress until April 20, 2017. It took them two weeks to disrespect me and even then I had to call them today for them to treat me like a nobody. We sold you a product we damaged it even though we damaged it, it wasn’t enough to replace. You have to live with that 1 in. impression we put on your mattress until it becomes 2 in. I feel it’s a shame to be treated this way after spending so much money with Value City Furniture. Also im going to complaint to Consumer Product complaints with all T.V. stations until someone listen. They disrespected me and called me a liar. Even though they admitted I called and complained on the technician last year the day he did it. They don’t want to take the responsibility he damaged my mattress and forcing me to live with it. Thank you for listening and hope you can help me!!!Sincerely,[redacted]P.S. Even though this happened last year and I complained the same day the technician jumped on my mattress. They waited until April 20, 2017 to send someone out. Again I was the one who called to remind them what was they going to do. Again lack of irresponsibility and very bad customer service after purchase of their product and the protecting of an employee who made a mistake by damaging a customer’s product and their not being liable. For their technician careless behavior and disregard of a customer’s product!
May I please ask that Ms. [redacted]s elaborate on her issues that have not been addressed? We will be happy to assist.