Value City Furniture

On 8/13/17, Mr [redacted] purchased the 2-piece Santana Slate sectional, the Sunburst sideboard three doorAnd the Sonoma silver gray rugThe merchandise was delivered to Mr [redacted] ’s residence on 8/29/I have confirmed that Mr [redacted] contacted our customer care team via email on 9/2/2017, about th damaged sideboardAt that time Mr [redacted] was informed to contact the Niles location at ###-###-#### to request an even exchangeI am requesting that Mr [redacted] contact the store to schedule the even exchange.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: ###-###-####Karema.H***@AmericanSignature.com

On 03/02/2015, Ms [redacted] purchased the Jasmine queen sleeper sofa This merchandise was delivered to Ms [redacted] ’s residence on 3/08/2015.On 12/18/2015, Ms [redacted] contacted the Customer Care Team in regards to mold on her sofa At that time, an exchange was scheduled for 1/05/ I apologize for any frustrations Ms [redacted] may have experienced in regards to the delivery and product she receivedAccording to the Assistant Manager, Ms [redacted] will receive another exchange of the sofa only on 1/15/Again, 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 06/11/2015, Ms [redacted] purchased the Quincy rocker reclinerMs [redacted] picked up the merchandise on 06/12/On 07/1/Ms [redacted] contacted Store Personnel to advise that the seat had rippedAt that time Ms [redacted] was advised due to her picking up the merchandise, Ms [redacted] would need to bring the merchandise into the store for service to take a look at the damageOn 09/27/Ms [redacted] delivered the Quincy rocker recliner to the store location for serviceAccording to Ms***’s warranty, products that are stained, soiled, or infested with vermin, even if defective, will not be coveredFor health and safety reasons, we may not be able to inspect these products to assess whether covered by the warranty, in which case, our company reserves the right to deny warranty coverageI 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]

***,Based on your conversation with Jim F [redacted] you will receive a $credit for your claim Please accept this offer since we can not close this complaint on your behalf

We apologize for not responding earlierOur policy on mattress removal states that all mattresses must be in a protective bag for the safety of our delivery team and the sanitation of our trucksWhile we certainly sympathize with MsDrechsler’s situation at that time, we could not make an exceptionThe amount we charged for the removal of the mattress was refunded back to MsDrechsler’s Visa card on October 26, We now consider the matter closedIf Drechsler has any more questions she may contact our Customer Care Team at 888-751- Sincerely, Brandy Lloyd Phone: 888-751-Fax: [email protected]

I am rejecting this response because:I did contact my pure promise, they saw it needed to be replaced and contacted Value city to have the new rails replacedThis was in AugustAugust 17-they where supposed to deliver and set up( This is what the store employee called and told me) I called on 9/to see why I have got my rails delivered Speaking to the manager at the location she said she saw the order and fron the tech but the Memphis location on winchester did not place itShe placed it and gave me a date of 9/She apologized and said she doesnt know what went on at the store because they do the deliveriesIt took months to get a bed fixed when it should be fixed within weeks if someone is paying and has paid for something/ Regards, [redacted]

I am rejecting this response because: In the sentence that they have on their website that they just included in their response, it says 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 policyMy complaint is directly related to the sentence in here that says you have the right to cancel my order when ACCEPTING an online order You did ACCEPT my order The reason you did accept my order is because on your website, you also have this sentence..."Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issueIn the rare instance that your order is not accepted, you will be notified immediately and your card will not be charged."This very specifically says that in the rare instance you do not accept my order, I will be notified immediately and my card will not be charged HOWEVER, you did NOT notify me immediately, it took days AND YOU DID CHARGE MY CARD which means you accepted my order Since it directly says you accepted my order because you charged my card and did not notify me immediately, it's beyond the point where you can cancel my orderYour disclosure very specifically stated when accepting orders It does not say that you can cancel my order at any time My entire complaint resolves around the fact of when they cancelled my order They did not cancel my order from the beginning, they cancelled my order at the very last stage of the ordering process which according to their own website says my pricing is locked in Please see this sentence directly taken from their website saying my pricing is GARANTEED.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 overnightAs 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 processedPlease note, we reserve the right not to accept your order in the case of a pricing error or other technical issueIn the rare instance that your order is not accepted, you will be notified immediately and your card will not be chargedThis is very specific and it says that my price is guaranteed once I placed my order and it has been processed My order was placed on 6/8/and it was processed according to step of the order tracking they gave me and the order was even filled which is step #on what THEY sent to me This 100% says that my pricing is now guaranteed because my order was placed and proceed taken directly from their website It also says that they have the right not to accept my order in the case of a pricing error issue, in the rare instance it is not accepted, I will be notified immediately and my card will not be charged This goes against every single thing they have said regarding my complaint They accepted my order, plain and simple, because if they didn't, it says right there that they would not have charged my card Regards, [redacted] ***

I have confirmed that another chair was ordered and delivered to Mrs***’s residenceDue to the inconvenience it would be for Mrs [redacted] to return the damaged chair she may dispose of the chair since another chair has already been receivedIf Mrs [redacted] would like to return her chairs she may do so at any timeI apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

After countless argumentative disputed phone calls to Value City Furniture and repeated threats from VCF to keep my delivery fees for delivering damaged merchandise to my home VCF stated they would agree to give back all of my money but so far they still have more than $ they have not credited to my checking account When VCF finally said over the phone they would refund all of my money for the sofa I reluctantly agreed to that with much disappointment and lots of hesitation because I just knew VCF was not done playing their gameOf course I wanted my money back , but VCF should not be allowed to get away with this way of doing businessAnd I knew they were not done with trying to screw me over VCF scheduled with me to pick up their last damaged sofa at my home on 9/15/On 9/14/I phoned VC to request a credit slip to be given to me in exchange for the sofa they were to pick up the following dayI again called VC when the store opened at a.m.on 9/15/I explained that unless I received a receipt I would not allow them to complete their pick-upJust as expected VC store manager Matt tried to say that even though I paid them in full upon purchase for their sofa they would be returning my money over the next few weeksI paid for my sofa with a $pre-paid Visa card and the rest through my debit banking cardVCF initially said they would right away credit my debit card but tried to tell me they would have to give my Visa credit in two weeksI became upset and told them I didn't pay them over several weeks and I wanted all of my money that dayVCF had a Jenna cal me and tried to tell me VCF did not have that kind of money to pay me backI told Jenna I didn't care if they had to have a tent sale to sell all the damaged couches they tried to give me in order to get my money but I wanted my money right awayi talked to Matt the manager on the phone and told him that when the drivers came to pick up the damaged sofa I would go to the Robinson store and they needed to give all my money back that dayI called the store and put Matt on speaker phone and allowed their delivery men and my neighbor verify they heard Matt say they would refund all my money when they re -inventoried the couchI drove to the Robinson store directly after they picked up the sofa at my homeAt the Robinson store Matt returned to me $in cash from my prepaid Visa card and a paper credit slip showing on 9/15/they were refunding just over $to my Huntington bank issued MC debit accountOn 9/I went to my bank both in the a.m hours and just before the bank closed to see if they credited my account and the bank did a print out to show me VCF has not applied the $creditThe bank said there is no pending credit shown eitherWhile in the bank both in the morning and afternoon I called VCF to find out where my money is and Matt says it should have been there My bank again verified there is no credit shownMy bank said they too will ask VCF where my credited money isMatt from VCF made a statement we will see if my banks lawyers want to contact VCF's lawyersI am returning to my bank on 9/to see if my credit is back in my accountIf my bank verifies there is no credit that shows up from VCF applied or pending My bank said they too will ask VCF where my credited money is and said if I need them they too will try to help me to get my money backVCF does not care how badly they treat their customers and obviously continuously , and still currently are continuing to withhold my money! My bank said there is no record of any pending or applied credit from VCFI have been left without a sofa and need my money to purchase another sofa since VCF left me in this situationPlease don't allow VCF to get away with this treatment I need my money Please don't allow them to treat another customer this way .! I want my $nowPlease don't allow them to do this to anyone else

We are not American SignaturePlease assist this customer in getting this information to the correct corporation

I have just completed an installation of a completely new HVAC system in my home by Rister Heating and Air ConditioningThe entire process was as painless as could possibly be expectedThe two techs that performed the work, [redacted] and ***, were professional, courteous, and well manneredThey handled all of my questions, and even a few last minute requests (concerning new vent locations) without a single complaintI am afraid that I was a horrible nightmare client that stood over them and watched everything, and they babied me so wellI cannot give them enough praiseThe sole complaint I might be able to make is simply that they tended to arrive closer to am instead of 9:30, but I understand this was due to equipment shipping and parts purchases needed to finish my installationThat seriously is my only complaint and that is scraping the bottom of the barrel in my opinion, so DO NOT take it as a complaint, please I am now the owner of a complete new TRANE system I took bids from different companies, all listed on the Revdex.com site, and they seemed to offer the best dealThey were not the cheapest, but they were far from the most expensiveI was quoted $minus $cash/check discount and minus $for allowing them to haul away and dispose of my old systemThis brought my total price to $for a complete system and installI cannot be more pleased, and there were absolutely no hidden costs or feesEverything was above board and up frontThis appears to be a good company

I would like to request that Ms[redacted] submit pictures to the Revdex.com of the issues she is having with the furniture Please send pictures of the specific issues and then a picture of the furniture as a whole

On 03/03/2013, Mr [redacted] purchased the 3-piece October Brown livingroom set This merchandise was delivered to Mr [redacted] ’ residence on 03/03/with the remaining sofa delivered on 05/02/2013.I apologize for the continued issues Mr [redacted] has experienced regarding this set and for any frustrations they may have causedUnfortunately, due to the time that Mr [redacted] has had the furniture in his possession we will be unable to offer a full refund as requested.However, the General Manager has authorized a full return of the merchandise for a refund of $in the form of a refund check In the event Mr [redacted] would like to keep his merchandise, the Manager is willing to offer $in the form of a refund checkIf Mr [redacted] chooses to keep his merchandise, it would no longer carry any warranty Mr [redacted] may contact the General Manager at (502) 367-and advise he is following up on his claim with the Revdex.com to accept one of these offers If Mr [redacted] has any further questions or concerns he may contact me direct

We apologize for any inconveniences that have been caused with Ms [redacted] 's caseThe General Manager has been contacted and a call has been made to Ms [redacted] A check has been cut and mailed out to cover the costs incurred from the damages caused by the delivery teamShe should receive the check in the mail within a week’s time

I emailed Mr [redacted] regarding his refund and letter this morning, 06/22/ I have confirmed that his refund was processed and that I will share his feedback and concerns

On 1/12/Mr [redacted] purchased the Royal Touch Deluxe Pillowtop Queen mattress and boxspring set, adjustable bed frame with center support, and Queen count bed sheetsMr [redacted] received delivery of the furniture on 1/15/11.Upon receiving Mr [redacted] ’s information through the Better Business Bureau, I contacted the General Manager In the interest of customer service, the General Manager has agreed to allow Mr [redacted] to return the merchandise for an in-store credit Mr [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange If Mr [redacted] chooses merchandise that costs more than his original purchase, he will be responsible for paying the difference.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

[redacted] Insurance has tried to contact Ms [redacted] twice to offer assistance and help resolve these issues I kindly ask the Ms [redacted] follow up with [redacted] Insurance regarding her complaint

On 10/24/2017, Ms [redacted] purchased the Sonia Onyx queen upholstered bedThe bed was picked up at our store location on 11/18/2017.We understand Ms***’ concerns and apologize for the experience that she has had with our companyMs***’ invoice information, along with her complaint, has been forwarded to Management in the store location, as well as the Management Team in our Customer Care DepartmentMs [redacted] will need to provide any supporting evidence to our Customer Care department so that a Legal Release can be composed by our Legal TeamOnce this is completed, we will discuss the process of getting the bed removed from her residence and a refund disbursed to herIf Ms [redacted] has any questions or concerns, she can contact Customer Care at 1/888-751-8552.Sincerely,Ashley H***

On 02/20/2015, [redacted] purchased Allure end tables7-piece Paragon Dinette set, Cordoba Chocolate 2-piece living room set, the Allure cocktail table, 36” Brown wall Mirror, the Valerie twin bed, Jordan twin corner beds, and Seaside twin beds, and a Cordoba LoveseatThe merchandise was delivered to [redacted] ***’s residence on 02/25/2015.Upon reviewing [redacted] ***’s complaint, I have verified that Value City Furniture has done everything we can to provide [redacted] assistance with her merchandiseWe have even exchanged several pieces even with [redacted] being several months outside of her warrantyAny damage happening to [redacted] ***’s merchandise must be reported to the warranty company moving forwardI apologize for any inconvenience [redacted] may have experienced If [redacted] has any further questions or concerns she may contact the [redacted] company.Sincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

First the manager at Waldorf contacted me and was advised that no store credit would be any part of a settlement that I would agree to, we further had discussion about Value City refunding the extended protection plan in full due to the fact that it was sold to me under pretense or at a minimum misrepresented by their sales person The extended protection would not have applied if the very nature of my damage claim now would have occurred the day after delivery even though the sales person sold me the protection assuring me it would be for seven years without question In addition to the refund of the protection plan a resonable settlement should be made due to the damaged goods.The manager of Waldorf made an offer that was agreeable to him and I but I am awaiting a call back from him as he stated he would have to obtain final approval from his boss