Value City Furniture

I understand the response from VCF and very grateful they finally refunded our money, however; I feel that the company did not care about us as customers They were very difficult to deal with and the movers were not cooperative as well Both my wife and I had to miss work because of the issue on 06/05/and lost wages because of this I feel that the company should be responsible for the time we had to take off since they did not replace our furniture on the day they promised us it would be, which was the 06/05/2015.When we called and spoke to an associate that identified himself as [redacted] on 06/13/when the second dresser was also broken he was vague and not very helpful and told us he would return our call once he figured out what was going on After minutes, he did not return our call so we call the store back and he refused to come to the phone and the female associate indicated that [redacted] would call us back when furniture was returned to the store Again, he did not return our call Also, when the contracted movers refused to give us a receipt that they took our furniture and argued with us about it was very frustrating They finally allowed us to write on the log what they took and allowed my wife sign the document after we got upset about them not giving us anything that they took the furniture Overall, I feel that this process was very unprofessional and handle poorly We will never shop at VCF or refer anyone to this company for future purchases

On 10/10/2012, Ms [redacted] purchased the Grove Park Chocolate Recliner and SofaThe merchandise was delivered to Ms [redacted] ’s residence on 10/12/After reviewing Ms [redacted] ’s complaint I have confirmed that Ms [redacted] has been offered an in-store credit to use towards new merchandise on 12/10/Ms [redacted] has days to use the credit.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 4/18/15, Mr [redacted] purchased the Park City Chocolate reclining console love seatThe furniture was delivered to Mr [redacted] ’s residence on 4/23/15.We apologize for the issues that Mr [redacted] has encountered with the love seat and are working to resolve the issue for himThe General Manager at the store location has agreed to send his Service Technician to Mr [redacted] ’s residence on 1/2/with the correct parts to repair the love seatIn order to appease Mr [redacted] , the General Manager has also refunded $to Mr [redacted] ’s credit card that is on fileIf Mr [redacted] has any further questions or concerns, he can contact our store location at ###-###-####.Sincerely,Ashley H***

On 05/12/13, Mr [redacted] purchased the piece Morocco Pecan bedroom set, Garrison Chocolate sofa’s, an Oval Mariston cocktail table, the Roy Seren deluxe firm king mattress, the piece queen Neo Classic bedroom set, Roma piece table set, and Park City reclining sofa’s The merchandise was delivered to Mr [redacted] residence on 03/22/13.After receiving Mr [redacted] complaint I have been advised that Mr [redacted] has been offered an in-store credit of half of what he paid for the merchandiseThe store Manager has made direct contact with Mr [redacted] and an agreement has been put into place for a reselection of furniture.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

The business response addressed an upcoming even exchange on 1/22/I have had even exchange deliveries since then: on January 27, and February 8, more damaged furniture was sent to my home; and February 14--on which they never showed during the scheduled timeI have a fourth even exchange delivery scheduled tomorrow

On 06/08/2017, Ms [redacted] purchased of the piece Destin Sangria patio furniture setsAt the time of purchase Value City furniture had a price error on the website and the merchandise was priced at $As it states in our terms and conditions “In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order onlineIn the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelledAny payments that have been authorized for that order will immediately be reversedShould you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policy.”Value City Furniture did not hold a sale of the item it was a price error on the websiteValue City Furniture took responsibility of the error and offered Ms [redacted] a discount of 25% off if she wanted to continue with the purchaseAt this time the purchase has been cancelled and a refund has been submitted back to Ms***.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me directSincerely, [redacted] Phone: ###-###-####Fax: ###-###-#### [redacted]

On 12/17/2017, Mr [redacted] purchased the Robertson Beige sofa and the Robertson Beige chair ½The furniture was delivered to Mr***’ residence on 12/30/2017.We understand Mr***’ concerns and apologize for the experience that he has had with our companyOur insurance company visited Mr***’ residence on 1/2/to assess the damagesOnce they received information that Mr [redacted] accepted $as compensation for the damages, our insurance company closed their caseThe refund was processed on 1/3/to the original method of paymentIf Mr [redacted] has any further questions or concerns, he can contact our store location’s General Manager at ###-###-####Mr [redacted] can also contact Customer Care at 1/###-###-####Sincerely, Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 11/29/16, Ms [redacted] purchased the Marisol Charcoal Sofa, and the Reflection Cocktail tableThe Sofa was delivered to Ms [redacted] ’s residence on 12/27/16.I have made contact with the Manager who has compensated Ms [redacted] an additional $back to her form of paymentUnfortunately Ms [redacted] ’s table is out of stock until the end of January and there is no way we can have a table delivered any soonerIf the date changes and Value City furniture gets the table sooner then we will contact Ms [redacted] directlyI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

On 4/20/17, [redacted] & [redacted] purchased a Lavish 8” futon mattressThe mattress was picked up by [redacted] & [redacted] the same day that it was purchased Upon review of [redacted] complaint, a member of our Customer Care Department’s Management contacted Orkin to complete the suggested extermination of the [redacted] residence [redacted] & [redacted] have been notified of the decision and have been given the options of receiving a refund for the mattress, replacing the mattress, receiving an in-store credit to purchase another item from our inventory, or keeping the mattress post-extermination [redacted] & [redacted] will contact Customer Care when they have decided about the options presented to themWe apologize that [redacted] & [redacted] have had this experience with Value City FurnitureIf [redacted] & [redacted] have any further questions or concerns, they can contact Customer Care at ###-###-#### Thank you, Ashley H [redacted] Supervisor, Customer Care Crew Value City Furniture

The invoice in which Mr [redacted] is referencing is under the name [redacted] ***On 01/17/2015, Ms [redacted] purchased the Princeton Brown 5-Piece sectionalThe merchandise was delivered to Ms***’s residence on 01/22/On 10/09/2015, Ms [redacted] notified Store Personnel regarding discoloration on the fabric of the Princeton Brown reclining chaiseAt this time, Ms [redacted] was scheduled for service appointmentIn the interest of Customer Service, the General Manager offered to exchange the Princeton Brown reclining chaiseThe General Manager has advised Ms [redacted] is scheduled as first stop for deliveryMs [redacted] can anticipate the delivery of her exchange merchandise at her residence on 11/05/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 10/29/2011, Mr [redacted] purchased the Englewood queen mattress setMr [redacted] notified the store on 03/30/regarding the sagging mattressA Service Technician visited Mr***’s home on 04/16/and inspected the mattressIt was determined at that time the mattress warranty is void due to the stains that are on Mr***’s mattressI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he my contact me direct

On 08/03/Mr [redacted] purchased the Ventana Mist 4-piece sectionalThe merchandise was delivered to Mr***’s residence on 08/08/After receiving Mr***’s Revdex.com Complaint the General Manager has contacted Mr [redacted] to resolve the issues that he is having with the merchandiseIn the interest of Customer Service the General Manager has offered Mr [redacted] full in store credit to choose new merchandise or a full refund if Mr [redacted] would like to return the merchandiseMr [redacted] can contact the General Manager at ###-###-#### to advise which option would work best for him to resolve his Revdex.com complaintI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 4/1/17, Ms [redacted] purchased a piece Carly White Full bedroom suit, the Oasis full mattress and box spring set, the piece Marisol Beige living room set, as well as the Marisol ottoman in ScriptThe items were delivered on 4/5/Due to the additional information that was discovered while trying to assist Ms [redacted] with her purchase, the complaint has now been transferred to our Legal DepartmentOur Legal Department will be in contact with Ms [redacted] to discuss any further questions or complaints that she may haveI apologize for any inconvenience this may have caused Ms [redacted] If Ms [redacted] has any other questions or concerns, her legal counsel will need to contact our Legal Department

On 10/10/14, Mr [redacted] purchased the Park City Gray piece living room set, the Carson rectangular cocktail table, and two of the Carson end tables.The General Manager at the store location has contacted Mr [redacted] and notified him that he has the option of either having the furniture exchanged with brand new items from the same collection, or he can receive an in-store credit to reselect to different furnitureMr [redacted] will contact the General Manager once he has made a decision.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 10/15/2013, Ms [redacted] purchased the Soho Red 3-piece sofa, chaise and ottomanMs [redacted] picked up the merchandise on 09/24/On 09/24/2013, Ms [redacted] notified Store Personnel that she would like to exchange the Soho Red 3-piece sectionalMs [redacted] returned the Soho Red 3-piece sofa, chaise and ottoman, and picked up the Bongo Charcoal 5-piece sectional on 09/28/Ms [redacted] notified Store Personnel regarding problems with the Bongo Charcoal 5-piece sectionalIn the interest of Customer Service, the General Manager has offered to exchange MsWeber’s merchandiseMs [redacted] can anticipate the delivery of her exchange merchandise at her residence on 10/20/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 01/02/2017, Ms [redacted] purchased the Esquire piece dinning set and the Esquire buffet and hutchThe merchandise was delivered to Ms [redacted] ’s residence on 01/06/2017.After receiving Ms [redacted] ’s complaint I have spoken with the store manager who has advised me that Ms [redacted] has even exchange set up for her merchandise on 01/22/We will make sure these are gone over meticulously and loaded and protected properly by our delivery partnersOnce the exchange is complete we will reach out to Mrs [redacted] to discuss compensation.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 absolutely NEVER received any calls to confirm ANY appointments for service and technicians have shown up to my home without my permission or without ANYONE being homeI have no reason to lie about these incidents it is extremely unprofessional the way things have been handled from the late delivery in which the delivery personal arrived hours after they were set toI received a refund for the delivery (check your records) due to the careless scheduling of Value CityI need to receive a call directly to confirm the time scheduled for May 2nd not just have someone come out whenever they pleaseI don't like to be made out to be a dishonest consumer when I've done nothing but try to have my furniture and table repaired for an entire year.I can be reached at ###-###-####

In the Terms and Conditions on our website, it states: In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on the website when accepting an order onlineIn the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelledAny payments that have been authorized for that order will immediately be reversedMs [redacted] was contacted promptly after the mistake was realized, and per our Terms and Conditions, her order was cancelled and her refund was processedI apologize for any inconvenience this may have caused Ms [redacted] If Ms [redacted] has any other questions or concerns, she may contact me directSincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

On 03/23/2013, Mr [redacted] purchased the Wyoming Godiva 5-piece home theaterThe merchandise was delivered to Mr [redacted] ’s residence on 03/26/On 01/17/Mr [redacted] contacted Store Personnel to advise he had problems with the Wyoming Godiva 5-piece theaterMr [redacted] expressed his concerns regarding the merchandise cracking and peelingAfter receiving Mr [redacted] ’s Revdex.com complaint the General Manager contacted Mr [redacted] In the interest of Customer Service the General Manager offered Mr [redacted] full credit to select new merchandise or a new replacement of his current merchandiseMrKreminski will need to contact the General Manager to discuss his optionsThe General Manager can be reached at ###-###-####I apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 01-05-2016, Mr [redacted] purchased the Cobra Brown reclining sofa and the Pure Promise Warranty The merchandise was delivered to Mr***’s residence on 01-20-After reviewing Mr***’s complaint I have reached out to the store to see if there was any way we can refund his Pure Promise WarrantyWe will make an exception and refund Mr***’s warranty this one timeUsually the Warranty starts the day of delivery and last for yearsOnce the warranty is null and void we will refund the warranty in the form of an in-store credit if it was never usedThe refund will be put back on Mr***’s VisaI apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct