Value City Furniture

I have confirmed with the vendor that the legs on the Siena Birch are unfinished wood and are the same legs that are in the showroomIf Ms [redacted] would like I can send out a new pair of legs straight from the vendor, but I have confirmed they are the same legs that are shown on the websiteAt this time if Ms [redacted] is unsatisfied with her purchase she can reselect to a different bed or return the merchandise for a full refund.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

I was advised I would receive my refund within 3-business days from the date I canceled the order (April 10,2017) completely and requested a full refund however, I have yet to receive the refundDo keep in mind when one of the representatives I spoke with on March issued a partial refund due to American signature not advising me the delivery was being delayed for an additional weeks I received a refund back in my account within daysI spoke with a rep today so I can get the correct documents so I can forward to my bank and was advised ASF did not but in the refund request until April in which was days after I was advised I was being refunded and should receive my money back within 3-business daysDue to this company giving me information regarding the refund process and me not receiving my refund as I was advised I will receive it I can NOT accept this response from ASF

After reviewing [redacted] complaint, I have been informed by the Store Manager that she has invited [redacted] into the store for an in-store credit regarding her defective merchandiseAmerican Signature is also doing a courtesy service on the remaining pieces on [redacted] residence [redacted] has agreed with the solutionI apologize for any inconvenience [redacted] may have experienced If [redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

While I understand Mr [redacted] ’s frustrations, Value City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contract and we will be unable to offer any type of settlementAdditionally, the soonest available date for delivery is February 17, 2016.If Mr [redacted] has any further questions or concerns he may contact me direct

On 3/20/2016, Ms [redacted] purchased the 5-piece queen Angelina bedroom set This merchandise was delivered to Ms***’s residence on 4/21/with the exception of the dresser which was delivered on 4/21/ At Value City we take pride in our customer’s satisfaction Unfortunately, we did not meet your—or our own—expectations We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.While we cannot alter what has transpired, we have taken steps to ensure that similar incidents will not occur in the future.We deeply value your relationship with Value City and are committed to providing you with the highest level of service, simply because our customers deserve the very best.I have been advised that we have offered Ms [redacted] a $Gift Card to use towards her next purchase If Ms [redacted] has any further questions or concerns she may contact me direct

On 2/19/11, Ms [redacted] purchased the Cascade Red piece leather living room setShe received delivery of the merchandise on 2/22/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 sofaA Service Technician visited Ms [redacted] ’s residence on 1/18/to assess the damageUpon further research, it was determined by Technician pictures that the reported tear was actually a scratch on the leatherAccording to Ms [redacted] ’s invoice, the Leather Protection warranty certificate was enclosed in the warranty kit delivered on 02/22/ 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 warrantyI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

On 09/14/2016, [redacted] purchased the piece Carrington Charcoal living room set, and the Trad Iron Trestle Coffee tableThe merchandise was delivered to [redacted] residence on 9/23/[redacted] contacted Value City Furniture on 7/15/2017, and informed us that she had multiple packets leaking a substance from the bottom of her merchandiseOnce Value City Furniture was notified by [redacted] ’s concerns with the leaking packets we sent out a certified service technician to assess the merchandise who removed the merchandise from [redacted] ’s residence immediately On 7/18/2017, [redacted] visited the Florence Kentucky Value City Furniture and was informed by the Manager that due to the substance found in her furniture she will be offered a full reselection in the amount she originally paid for her furniture.Value City Furniture was able to verify with the distributor that the packets found at the bottom of [redacted] ’s merchandise is a non-toxic packing/shipping material used to ship products from overseas [redacted] has reselected to the Collin Pearl piece sectional that was successfully delivered to her residence on 7/26/ [redacted] has also been refunded $and has had her rug professionally cleaned by a party contractor hired by Value City Furniture.I apologize for any inconvenience [redacted] may have experienced If [redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

On 3/9/14, Ms [redacted] purchased the West Village Chocolate sofa and loveseat, of the Merrimac Merlot barstools, and the Glimmer Grey piece dinette with the extended warrantyThe furniture was delivered to the residence on 4/5/14.Upon reviewing Ms [redacted] ’s complaint through the RevDex.com, the General Manager has been contacted and has agreed to refund the amount that Ms [redacted] paid for the warrantyThe complete amount that Ms [redacted] paid for the warranty is $We are including the tax amount of $(6% sales tax) on the warranty into her refundThe total amount that we are refunding Ms [redacted] is $The refund amount will be credited back to her Synchrony card and will post to her account within 2-business days.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 reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me I was contacting by Value City Furniture within hours of them receiving my complaint The Store Manager Chris was very empathic to my situation He assured me that they would address the issue fairly The store sent a representative to my house within days to assess the furniture After a couple of days, the Manager (Chris) called me to schedule a date for the furniture to be picked up and returned to the storeA full refund was issued within days Although, I did not find an alternate furniture set, it was an overall pleasant experience I was very disappointed with the quality of the furniture but the customer service that Value City Furniture (Chris) provided was exceptional Thank you Value City Furniture for being a company that cares about their reputation and customer satisfaction

On 02/20/2015, Mr [redacted] purchased the Orlando Gray 6-Piece sectionalThe merchandise was delivered on 03/03/Upon delivery, Mr [redacted] advised notified Store Personnel regarding two of the Orlando recliners were not recliningMr [redacted] was scheduled for a service appointment that was completed on 05/27/At this time Mr [redacted] was advised that we would need to replace the mechanism on one of the Orlando reclinersThe repair to replace the mechanism was completed on 09/02/In the interest of Customer Service, the General Manager has completed the exchange regarding the damage to the additional Orlando recliner on 09/17/I apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

Value city gave us a sleeper couch, it is not exactly what we wanted but was a guaranteed couchThe sales person I talked to said he would try to get the couch on the 25th but he could not guarantee it would make it onto the truck so we took the alternative couch

I do not accept the offer of off my order because I spent over on this furniture set which is junk to begin withValue city movers have picked up all my pieces last Wednesday and I want a full refund submitted to the finance peopleI will not be purchasing anything else from this store in the future

On 02/15/2016, Ms [redacted] purchased the Adrian Chocolate 2-piece sectionalThe merchandise was delayed due to the vendor delaying shipment of the merchandiseIn the interest of Customer Service the General Manager researched to find the Adrian Chocolate 2-piece sectionalThe General Manager has set Ms [redacted] for delivery of the Adrian Chocolate 2-piece sectional on 03/02/The General Manager has also taken off an additional $as a refund in addition to the delivery fee that has recently been refundedI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 11/10/2016, Ms [redacted] purchased the Serena Platinum Dresser & Mirror, Serena Platinum Nightstands, and Serena Platinum Chest.After reviewing Ms [redacted] complaint I have confirmed that compensation has been given to Ms [redacted] and an exchange in furniture has been set as wellAs far as the wall damage a claim has been filed and Ms [redacted] can reach out to the Warehouse manager to seek assistance on her claim for her home.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]

On 03/04/2017, Mr [redacted] purchased the piece Carla Gray sofa and loveseat, the Plantation Cove cocktail table, and the Plantation Cove end tableThe Carla Gray loveseat was delivered to Mr [redacted] ’s residence on 03/10/2017, and the remaining merchandise is scheduled to be delivered on 04/15/2017.After reviewing Mr [redacted] ’s complaint I have confirmed that 104/15/2017, is the soonest date we have avalible for delivery The merchandise is currently out of stock with the vendor and that has been the delay for a sooner deliveryIf the merchandise becomes available any sooner direct contact will be made to Mr [redacted] to set up a sooner date for delivery.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 10/31/2015, Mr [redacted] visited the Store in Waldorf, MD to add merchandise to our day price lock program I apologize for any miscommunication or confusion Mr [redacted] may have experienced regarding our policies At this time, Mr [redacted] may place his merchandise in a price lock status for as long as he needs to pay off the furniture Please note; the price lock program does not hold inventory In the event Mr [redacted] ’s merchandise is discontinued before he has paid it off, he can choose new merchandise or receive a full refund.Additionally, if Mr [redacted] decides to utilize the price lock program and the purchase is inactive for days; Value City has the right to deduct a non-refundable $service fee every month Mr [redacted] may visit his local store to initiate his price lock and they would be happy to answer any additional questions he may have.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me directSincerely,Jenna C [redacted]

I was unable to locate an invoice for [redacted] regarding her complaintIn order to investigate her complaint further, I will need additional informationName on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice, I will follow up with an offer of resolutionIf [redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

On 07/03/2012, Mrs [redacted] purchased the Fulton Brown 3-piece sectionalMrs [redacted] merchandise was delivered on 07/10/Upon receiving Mrs [redacted] information through the Revdex.com, I contacted the General ManagerIn the interest of customer service, the General Manager has agreed to allow Mrs [redacted] to return the merchandise for an in-store creditMrs [redacted] will need to go to the store to choose replacement merchandise and arrange the exchangeIf Mrs [redacted] chooses merchandise that costs more than her original purchase, she will be responsible for paying the differenceI apologize for any inconvenience Mrs [redacted] may have experiencedIf Mrs [redacted] has any further questions or concerns she may contact me direct

On 07/30/15, Ms [redacted] purchased and received delivery of the Rejuvenate queen mattress set I apologize that Ms***’ property was damaged on this visit and for any frustrations or delay she may have experienced I have confirmed with the Contract Delivery Company that Ms [redacted] is scheduled for an appointment on 08/13/at a.m.If Ms [redacted] has any further questions or concerns she may contact me direct

As of right now the bed has been repaired but it creeks and I am concerned it will break againI will contact the store again if another problem arises