Value City Furniture

This response does not resolve the fact that the couch cushion burst with years of minimal useNor does it resolve the fact that when I purchased the warranty originally I was lied to

They are denying that they've had contact with me, I have email messages to disprove their allegations

On 04/13/2015, Ms [redacted] purchased the Neo Classic 7-piece queen bedroom set, the 5-piece Cosmo dinette and of the Smokey table lamps This merchandise was delivered to Ms [redacted] ’s residence on 03/21/2015, with the exception of the mirror delivered on 04/04/2015.Store Personnel has agreed to even exchange Ms [redacted] ’s merchandise as requested Ms [redacted] will receive the exchange delivery on 04/16/ Ms [redacted] has also received compensation due to her frustrations.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 1/2/2018, Ms [redacted] made her purchase at one of our Value City Furniture store locationsThe order was cancelled on 2/1/by our store location.We understand Ms***’s concerns and apologize for the experience that she has had with our companyInitially, Ms [redacted] would receive her refund in the form of a Value City gift cardMs [redacted] contacted our Customer Care and spoke with one of the supervisors, who agreed to have the gift card reversed and a check disbursed to herMs [redacted] will be contacted when the refund check will be sent to her.If Ms [redacted] has any further questions, she can contact Customer Care at 1/888-751-8552.Sincerely,Ashley H***

I do apologizeThis was my first time filing a complaint and I did not realize I had to respond back with the outcomeAs of right now the company has contacted me and said they will deliver me a new reclining sofa and pick up the old one this Wednesday Jan th Hopefully all goes well and this will resolve my issueI appreciate all your help with helping me get to a resolution with American signiture

On 02/04/2014, Mr [redacted] purchased the Avenger Godiva 3-piece power reclining loveseat, sofa and glider reclinerThe merchandise was delivered to Mr [redacted] ’s residence on 02/07/On 02/07/2014, Mr [redacted] notified Store Personnel regarding damage to the merchandiseOn 02/15/Mr [redacted] received an even exchange of the Avenger Godiva 3-piece power reclining loveseat, sofa and glider reclinerMr [redacted] notified Store Personnel that the merchandise as damaged upon deliveryAfter receiving Mr [redacted] ’s Revdex.com complaint the General Manager has reached out to the customer 12/31/regarding the merchandise repairStore Personnel spoke to Ms [redacted] on 12/31/to advise that we would be out to pick up the merchandise on 01/06/I apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 4/02/2017, Ms [redacted] purchased the 2-piece Brittney Gray Sofa and Chaise, a 65" floor lamp, as well as a 53" Wall ArtAll her items except for the chaise was delivered to her residence on 4/07/Ms [redacted] called into our corporate office on 5/26/and spoke to one of our supervisors as well as the store Manager who offered her $in compensation for the inconvenience of her chaise being delayed, as well as ordering the accent pillows for Ms [redacted] at no additional cost to herAt the time of the conversation, Ms [redacted] was satisfied with our responseThe refund has been processed, and Ms [redacted] can expect to see the refund back on her original method of payment in the next 3-business daysThe accent pillows have been ordered, and can take 6-weeks to arrive at the store locationI apologize for any inconvenience this may have caused Ms***If Ms [redacted] has any other questions or concerns, please feel free to contact the store Manager at ###-###-####Sincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

On 09/12/2015, Mr [redacted] pur***d the Serenity Queen bed and the Rejuvenate Queen mattressMr [redacted] also pur***d the Phyllo Black sofa loungerMr [redacted] arrived to the store to pick up the merchandise on 09/29/At that time Mr [redacted] was advised that the Phyllo Black sofa lounger did not ship to the store for pickupMr [redacted] requested a refund for the Phyllo Black sofa loungerAccording to our contract with Mastercard, we must process refunds to the original form of payment used to make the pur***In compliance with our contract, Mr***’s refund was issued to his original form of payment on 09/29/On 10/01/2015, Mr [redacted] notified Store Personnel regarding the Serenity Queen bed did not have hardware to assemble the merchandiseAt that time Mr [redacted] was advised we would order the hardware to resolve the merchandise issuesMr [redacted] was advised that the hardware would arrive at the store on 10/07/2015, and we will immediately send the hardware overnight to make sure he receives the hardware in a timely mannerAfter speaking with the General Manager has advised the hardware will arrive to the store on 10/08/In the interest of Customer Service, the General Manager has offered to overnight the hardware for the Serenity queen bed on 10/08/to arrive to Mr [redacted] on 10/09/The General Manager has also offered to discount Mr***’s order in the amount of $for the inconvenienceMr***’s refund was issued to his original form of payment on 10/05/I apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 8/21/15, Ms [redacted] purchased a Bennett Espresso futon sofaShe received the futon sofa on 8/25/15.Upon receiving Ms [redacted] ’s information through the Revdex.com, I contacted the General Manager In the interest of customer service, the General Manager has agreed to allow Ms [redacted] to return the merchandise for an in-store credit Ms [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange If Ms [redacted] chooses merchandise that costs more than her original purchase, she will be responsible for paying the differenceMs [redacted] will not be responsible for paying another delivery fee.I apologize for any inconvenience Ms [redacted] may have experienced If she has any further questions or concerns I can be contacted directly

On 5/20/Ms [redacted] purchased the Plush Grey Corner chair, Plush Grey Armless chair, the King Upholstered Mandarin bed and the 22xFaux Fur pillowThe items were delivered to her home on 5/24/I have spoken with the store Manager who states that he has reached out to Ms [redacted] to inform her that we have the correct piece to her fireplace and he will bring it out to her home tomorrow by 12:PMMs [redacted] has agreed to this appointment for the repair of her fireplaceIf Ms [redacted] should need to reschedule, she may reach out to the store Manager at ###-###-####I apologize for any inconvenience this may have caused Ms***If Ms [redacted] has any other questions or concerns, please feel free to contact me directlySincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

On 2/15/Mr [redacted] purchased the Cordoba Chocolate piece living room set and the Cordoba Swirl cocktail ottomanMr [redacted] received his merchandise on 2/20/16.Upon receiving Mr [redacted] ’s complaint through the Revdex.com, the General Manager has been contactedThe General Manager has agreed to even exchange the chaise portion of the sectionalThe delivery of the chaise is scheduled for 7/27/I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

Dear Revdex.com.My name is [redacted] Sorry it took so long to write backThe company just responded to me today 05-02- They had a technician come out to examine mattressHe verified that there was an indention in the mattress of inSince it was not in there was nothing they can doI 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 yesFirst the tried to deny that the young man didn’t come outThen after going back and forth he admitted that the technician came out and I complained that very same day what the young man didBut 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 By their deception and dishonesty and their lack to take responsibility for their damaging my mattress.I would like this complaint to go forwardAnd 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 productsTo 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, It took them two weeks to disrespect me and even then I had to call them today for them to treat me like a nobodyWe sold you a product we damaged it even though we damaged it, it wasn’t enough to replaceYou have to live with that inimpression we put on your mattress until it becomes in I feel it’s a shame to be treated this way after spending so much money with Value City FurnitureAlso im going to complaint to Consumer Product complaints with all T.Vstations until someone listenThey disrespected me and called me a liarEven though they admitted I called and complained on the technician last year the day he did itThey don’t want to take the responsibility he damaged my mattress and forcing me to live with itThank you for listening and hope you can help me!!!Sincerely, [redacted] P.SEven though this happened last year and I complained the same day the technician jumped on my mattress They waited until April 20, to send someone outAgain I was the one who called to remind them what was they going to doAgain 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!

the complimentary box spring wasn't complimentary but was because your company left something out in an order that I paid almost a dollars for in which I have to already begin paying when merchandise wasn't received prior to thirty minutes ago, the dollars will not work because after waiting ALL that time without living room furniture, the sofa comes with a knick here and appears as if it was usedThe only thing that arrived in plastic were the pillowsThe sofa base did notNow, the last time I checked when I purchased the couch back in Oct prior to this order for a separate occasion, it came FULLY wrapped in plastic without the arms on the bottom put on or anythingAll that was completed by me and the couch was brand newAlso, i've been charged two months INTEREST already for something I just purchasedWHERE THEY DO THAT AT? This cannot be verified as brand new, so again we have a NEW issue outside of the bed issue that's now resolved and the love seat arriving GOD KNOWS WHENThis type of service is unacceptable and I feel that I should be duly compensated for it for the issues that have arise as well as the time that I HAVE TO TAKE OUT OF MY BUSY SCHEDULE to deal with thisAlso, on the invoices, it is MR [redacted] not MSThanksTherefore, a valid credit amount to me would be Look into all of the issues and you would agree

On 10/06/2013, Ms [redacted] purchased the Monarch Taupe 3-Piece sectional and the Mandalay Blue chair and a halfThe merchandise was delivered to Ms***’s residence on 10/10/I apologize for the delay to resolve Ms***’s merchandise issuesIn the interest of Customer Service, the General Manager has tried to contact Ms [redacted] to offer resolution regarding the damage to the Monarch Taupe 3-piece sectionalMs [redacted] can contact the General Manager directly at ###-###-#### and advise that she is following up on her claim with the Revdex.com

On 09/21/2012, Ms [redacted] purchased the Rialto Cardinal sectional This merchandise was delivered to Ms [redacted] ’s residence on 09/28/2012.Ms [redacted] contacted Store Personnel on 07/27/and scheduled a technician to visit her residence to inspect the merchandise and take pictures Unfortunately, Ms [redacted] has been out of warranty since 09/28/and this was only a courtesy service Ms [redacted] received service on 08/07/and may contact her local store for additional details While we understand Ms [redacted] ’s frustrations, cracking and peeling is not covered under her expired 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 did receive my refund, so I do not expect anything else from Value City, and should not have to begin with because they have horrid customer reviews riddled with inept customer service responsesHowever, I do not accept that I am being blamed when no one ever contacted me regarding an original appointment dateI checked the [redacted] website every day since I initially made my claim on March and the only time it was ever updated with a date was on April 6th when they finally put a service date in for April 20thOn April 2nd, my husband and I contacted [redacted] ***, because no one ever contacted us with a date, and [redacted] told us she did not have access to the schedule so she could not schedule a date for us but would call us on Monday, April 4th to schedule somethingWhen I called Value City on April 2nd about this, the service rep called [redacted] ***, who then lied and said we had an appointment on April 4thOf course, no one cameMy husband then called on April 5th to Value City, because [redacted] never called as she said she would on Monday to scedule something, and the representative again called [redacted] and [redacted] again lied and said someone was scheduled to come that dayOf course, no one cameIf anyone in your company would use logic, they would recognize that had I had an appointment on April 5th, I would not have called Value City to complain about lack of contact by [redacted] or [redacted] ***e on April 2ndAdditionally, when my husband did speak with [redacted] a few days after she set the date of April 20th, she acknowledged there was no date set for April 5th, but instead she was going to call him to schedule an appointment.Furthermore, the account is in my husband's name, and therefore had anyone called him, which they never did, it would have been him cancelling the supposed appointment on April 5th, not me.Value City, [redacted] , and [redacted] Service are by far the most unethical, dishonest, incompetent, worthless companies I have ever had to deal withYour unwillingness to do anything to actually help your customers beyond making futile attempts to contact [redacted] is incredibly disturbing and I have no idea how you've remained in business this longAfter the third call to Value City regarding the insane number of lies told between [redacted] and [redacted] ***, Value City should have agreed to just replace the two broken pieces of my couch with new pieces and you then should have duked it out with [redacted] But of course, you're only willing to be in contact with them when you can keep the customer victimIt begs the question why you aren't willing to help your customers and deal with [redacted] on your ownCould it be you know the warranty is a scam and you'll get no where with them?Finally, you can save your apology because I know it is not sincere

On 05/30/2015, Mr [redacted] purchased the Sonoma Chocolate 2-piece sectional with chair and the 5-piece Esquire Cherry dinette with an additional arm chair This merchandise was delivered to Mr [redacted] ’s residence on 06/12/2015.I apologize that the correct number of pillows were not delivered with the merchandise on 06/12/ Unfortunately, we did not meet Mr [redacted] ’s—or our own—expectations We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.Mr [redacted] was offered an in store credit of $for his inconvenience Mr [redacted] accepted this offer and placed a new order on 06/23/that is scheduled for pick up by Mr [redacted] on 06/26/2015.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 6/8/Ms [redacted] purchased the 5-piece Destin Sangria outdoor patio setThe order has since been cancelled and a refund is being processed for Ms [redacted] While we strive for accuracy in the pricing displayed on this website we provide, errors can occurIn cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order onlineI apologize for any inconvenience this may have caused Ms [redacted] If Ms [redacted] has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

On 05/09/2016, Mr [redacted] placed an online order for the Welch Blue side chair Unfortunately, this merchandise was not available at the time the order was placed and therefore; the order was never fulfilled I sincerely apologize for any lack of communication or customer service Mr [redacted] may have received We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.At this time, Mr***’s refund has been processed to his Value City Furniture credit card and he can expect for this refund to post to his account within 3-business days If Mr [redacted] is interested in replacing his order, we would like to extend a 10% off discount on his next purchase Please note that this discount is not combinable with any other discount.Again, I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

After speaking with the store Manger we are able to offer Ms [redacted] a replacement set for her living room furnitureThe manager has contacted Ms [redacted] and offered the resolution to her and she has accepted the resolution given to herI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct