Value City Furniture

On 11/21/2014, Ms [redacted] purchased the piece Princeton Brown power sectionalThe merchandise was delivered to Ms [redacted] residence on 12/24/2014.After reviewing Ms [redacted] complaint I have reached out to the Store Manager and have been advised due to the length of time Ms [redacted] has had her merchandise in her home the best we can do is offer 80% in-store creditI understand Ms [redacted] has paid for a warranty that does not cover cracking and peeling so what we can do is also take the value of her warranty and it to the 80% in-store credit she has been offered.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted] @ [redacted]

The invoice in which Ms [redacted] is referencing is under the name [redacted] On 03/15/2015, Ms [redacted] purchased the Mosaic queen bed with nightstands and the Alisa Plush queen mattress This merchandise was delivered to Ms [redacted] ’s residence on 03/27/2015.I apologize for the delay in delivering quality merchandise to Ms [redacted] We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.An exchange for the Mosaic bed is scheduled for delivery on 04/25/ The General Manager has also offered a total refund of $for any inconvenience Ms [redacted] may have experienced I kindly ask that Ms [redacted] contact the Store in Aurora, IL and advise which credit card on the invoice should be refunded as there are forms of payment.I apologize for any inconvenience Ms, [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

There was no resolutionI don't know an invoice numberThis is a REPLACEMENTThe number listed is my husbands717-802-because he's previoisly picked up itemsHis name is Derek [redacted] City n State is Mechanicsburg, PAItem is a 74" red tv standAll purchases have been billed to a credit card in my nameThe Value City in Mechanicsburg PA continues to call my husband and I've specifically told them to stop until this issue is addressedSomebody needs to manage that storeThe employee who hung up on me several times needs addressed and I refuse to waste any more of our time scheduling deliveries when that store continues to make errors

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Although, I had purchased insurance with the first chair and they would not transfer the insurance to the new chairThey told me that I would have to buy it for the replacement chairIt is not my fault that they could not fix and/or replace my original chair with the same oneSo, I basically lost the three years of insurance that I paid for for the original chair I will take the new chair that they have replaced it with; but I will never buy furniture again from Value City Furniture after all that we had to go through to get my original chair replaced and/or fixed

Our office has received your correspondence regarding Ms [redacted] ’s inquiry Please be advised that the order in which Ms [redacted] is referencing is under the name Booker [redacted] I have attached supporting documents and signed receipts for your review.On 10/11/2014, Mr [redacted] visited the Northlake, IL store and ordered the Mandalay Chocolate sofa, loveseat and chair and was charged $ Mr [redacted] also added the 8-piece Clarion bedroom set to his order on 10/11/and paid an additional $ Mr [redacted] was charged a total of $on his Synchrony Credit Card in different transactions on invoice 65-497505.On 10/19/2014, Mr [redacted] advised that he wanted to remove the entire Mandalay Chocolate livingroom set from his order At this time, a refund was pending on his invoice in the amount of $1061.93.On 10/19/2014, Mr [redacted] decided that he wanted to purchase the 3-piece Maverick Brown livingroom set Store Personnel created a new invoice, 65-and added the merchandise to his new order totaling $ Store Personnel then transferred $from invoice 65-and charged $to Mr [redacted] ’s Synchrony Credit Card At that time, the order was paid in full and he received delivery on 10/25/2014.On 10/25/2015, Mr [redacted] also decided that he no longer wanted to purchase the 8-piece Clarion bedroom set due to damages and this merchandise was removed from the original order Mr [redacted] had a remaining refund on his original invoice, [redacted] of after the removal of the bedroom set and transfer to the new invoice for the Maverick Brown livingroom set.Additionally, on 10/25/2014, Mr [redacted] added the Arts and Crafts 6-piece bedroom set with chest and the Invigorate queen mattress to his original order The cost of this merchandise totaled $Mr [redacted] had a refund of $from his original order that was applied to the new merchandise and the remaining balance due was $ Mr [redacted] applied the remaining balance to his Synchrony Credit Card At that time, the order was paid in full and delivery was accepted on 10/30/ According to our records, Mr [redacted] is not due any additional refunds from Value City Furniture Mr [redacted] did cancel his original merchandise, however those funds were applied to new merchandise and delivery was acceptedSincerely,Jenna C [redacted]

I [redacted] dispute Value City decisionI purchased furniture on ON 2/18/they started y warranty over never gave me any information on warrantyTherefore I have yrsleftI know nothing about fabirc warranty All I knew is I paid for warranty for yrs[redacted] ***

On 4/24/16, Mr [redacted] purchased two of the Aventura Black piece sectionalsMr [redacted] received a refund for the first sectional on 5/4/and picked up the other sectional on 5/6/Mr [redacted] was charged a 10% restocking fee for the sectional that was cancelled.In the interest of providing good customer service, the General Manager has refunded the 10% restocking fee back to Mr [redacted] ’s credit card on 5/21/The $refund should post to Mr [redacted] ’s credit card within 2-business days.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 04/08/2016, Ms [redacted] purchased the contour pillow This pillow was picked up by Ms [redacted] on 4/12/2016, at our store located in White Marsh, MD I apologize for any confusion Ms [redacted] may have experienced when returning her pillow and for any inconvenience this may have caused After researching her inquiry, I have found that Ms [redacted] did return her pillow on 4/28/for a full refund of $If Ms [redacted] has any further questions or concerns she may contact me direct

The contract delivery company has been in contact with Ms [redacted] about the part to her door that they are replacingOnce they receive the correct part, their technician will contact Ms [redacted] to schedule a date and time to come out and complete any and all repairs

On October 16, Ms [redacted] purchased a piece Bongo Charcoal sectional, the Jenson 60” TV console, the Aristocrat Chairside table, and the Illusion piece Nesting tableAlso purchased was a Pure Promise warranty on all items; the merchandise was delivered to Ms ***’s residence on 10-23-Upon reviewing Ms***’s complaint, I have spoken with a warranty specialist who informed me that on January a claim was filed regarding Ms***’s piece sectional and TV consoleIn January of 2016, a service specialist attempted to contact Ms [redacted] on number provided on claimWith multiple failed attempts at reaching Ms***, a letter was issued to Ms***’s residence informing her that the claim was now closed due to no contactIf Ms [redacted] would like to proceed with the claim, she would need to contact the warranty company at 877-478-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 11/28/2015, Ms [redacted] purchased the Plantation Cove black armoire and the Lip Mirror black and silverThe merchandise was delivered to Ms***’s residence on 12/05/After receiving Ms***’s Revdex.com Complaint the store researched the claim of stolen property from Ms***’s residenceMs***’s claim for stolen property has been deniedOur company has cooperated with law enforcement which has no evidence to prove such claimUpon receiving the Revdex.com complaint, the General Manager has contacted Ms [redacted] to schedule to pick up the merchandise from Ms***’s residenceMs [redacted] can contact the General Manager at ###-###-#### to schedule the pickup to remove the merchandise from Ms***’s residenceI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me directSincerely, Kedeanna R [redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### [email protected]

Mr***’s refund check in the amount of $had been generated and was mailed directly to his mailing address on 09/01/ In the event Mr [redacted] has not received this check, I kindly ask that he advise and we will issue an another check

The General Manager has not called Mrs [redacted] back to resolve the issueShe still has the damaged Allegro sideboard in her possession & the new sideboard was not delivered on Saturday, September 5th as promisedIn fact, she called to speak with Joe, she was told he was on another phone call; therefore, she left a message with her cell number and he never called back

After receiving Ms [redacted] ’s Revdex.com complaint the General Manager has agreed to exchange Ms [redacted] s Big Softie WedgeMs [redacted] can anticipate the exchange at her residence scheduled for 03/03/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me directSincerely, Kedeanna R [redacted] Phone: ###-###-#### Ext: ***# Fax: ###-###-####

On 04/18/2015, Mr [redacted] purchased the Plantation Cove queen storage bed with Bunkie board and the nightstand and triple dresser This merchandise was delivered to Mr***’s residence on 04/25/2015.I apologize for the many issues Mr [redacted] has experienced and for any frustration they may have caused After speaking with the General Manager, we are exchanging the rails as well as the storage drawers to make his bed functional The soonest we are able to deliver the new merchandise is 08/20/and it is currently scheduled In the event Mr [redacted] is able to accept delivery that date, I kindly ask that he speak with the Store in Bear, DE.If Mr [redacted] has any further questions or concerns he may contact me direct

On 04/02/2015, Ms [redacted] purchased the Neo Classic 5-piece bedroom set, the Canal Stfirm queen mattress and boxspring and the Collette sofa This merchandise was delivered to Ms***’ residence, with the exception of the Collette sofa on 04/08/2015.I apologize for the frustrations Ms*** has experienced regarding the availability of the sofa I have been informed that Ms [redacted] has cancelled the Collette sofa from her order and has received a refundIf Ms [redacted] has any further questions or concerns she may contact me direct

THe warranty clearly states the damage should be covered The contract is between Value City and me, just because they sold the warranty business after the fact does not absolve them Nore can they change the terms after the fact Moreover they set a president having fixed the same damage on previous occasions I realize these may not be repairable but for the cost of the warranty $70, you would think that cost would be less than their time handeling this as well as the bad publicity I am sending a copy of the warrenty and the sales reciept Unfortuanately it will be via US mail since I do not have a device to scan the documents I am inclined to take them to small claims court They will eat the warrenty cost, court costs, have to pay for a lawyer and perhaps refund the purchase price of $perhaps more They are not thinking this throughI am retired, used to work at the court and have the time

After locating Ms [redacted] ’s invoice I have reached out to the Store Manager with a resolution for Ms [redacted] The Store Manager has extended an offer to Ms [redacted] to have a store credit for the amount Ms [redacted] spent on her original purchaseMs [redacted] can use the in-store credit towards new merchandise in the storeMs [redacted] would have to go into the store to use the credit.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns he may contact me direct

On 05/26/2014, Mr [redacted] purchased the 3-piece Park City Chocolate livingroom set This merchandise was delivered to Mr [redacted] ’s residence on 05/29/2014.On 12/03/2014, Mr [redacted] chose replacement merchandise due to service issues The 5-piece Wyoming Saddle Home Theatre replacement merchandise also received multiple service requests I apologize for any delay in resolving Mr [redacted] ’s inquiries At this time, the General Manager has offered Mr [redacted] a full pick up and refund of his money.The last communication we had was with Mr [redacted] in which he stated that he would contact the General Manager and make a decision as to whether he would accept the full refund Once Mr [redacted] informs us of his decision, we will proceed with the resolution.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 12/26/2012, Mr [redacted] purchased the Coronado Vanilla 3-piece sectionalThe sectional included a power reclining sofa, power reclining love seat, and wedgeAt the time of purchase, the Fabric Protection warranty and the Extended Protection Plan were added to the furnitureThe sectional as delivered to Mr***’ residence on 1/2/2013.We understand Mr***’ concerns and apologize for the issues that have occurred thus farI have contacted the General Manager at our Waldorf, MD location and he has offered Mr [redacted] an in-store credit amount of $Mr [redacted] can contact the General Manager at ###-###-#### if he has any further questions or concerns.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com