Value City Furniture

On March 17, Ms [redacted] was issued a check for $from ***, the insurance provider for the contract delivery serviceAt that time we considered the matter closedI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact our Customer Care Team at 888-751-Sincerely, Brandy L [redacted] Phone: 888-751-Fax: 614-449-Brandy.l***@AmericanSignature.com

On 3/18/16, Mr [redacted] purchased the Stratus piece dining room setMr [redacted] received his furniture on 5/12/16.Upon receiving MrRichardson’s inquiry through the Revdex.com, the General Manager has been contactedIn the interest of customer service, the General Manager has contacted Mr [redacted] and offered a $discountAccording to the General Manager, Mr [redacted] accepted this offerThe refund amount is being processed at our corporate office.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

The invoice in which Mr [redacted] is referencing is under the name [redacted] On 07/26/2015, Ms [redacted] purchased the 5-piece Princeton Brown power sectional This merchandise was delivered to MsStraley’s residence on 08/05/2015.I apologize for the continued issues Ms [redacted] may have experienced regarding her merchandise The General Manager has advised that the merchandise will be picked up today, 10/16/and a full refund will be issued to the Visa Card used to make the purchase.If Ms [redacted] has any further questions or concerns she may contact me direct

On 05/09/Ms [redacted] purchased the Cobra Brown 2-Piece reclining sofa & loveseatThe merchandise was delivered to Ms***’s residence on 06/21/On 10/06/Ms [redacted] notified Store Personnel regarding the leather finish rubbing off of the Cobra Brown 2-Piece sofa & loveseatIn the interest of Customer Service, the General Manager has offered to exchange Ms***’s merchandiseMs [redacted] can anticipate delivery of her exchange merchandise at her residence on 10/15/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] P

Unfortunately, it is impossible to confirm what was stated at the time of sale and we will only cover what is confirmed on the warranty certificate I apologize if Ms [redacted] did not receive the cleaning kit upon delivery with the warranty information inside; however it does not change the coverage of her warranty Due to Ms [redacted] no longer being covered under the manufacturer warranty and seam separation not being covered under the 7-year Fabric/Leather Protection Warranty, we will be unable to service her merchandise I apologize for any frustration or inconvenience this may cause

I have a voicemail from the general manager advising me that all four pieces of my furniture would be delivered on 12/30/(which I wasn't advised that the delivery date had changed until I called at 10:03Am on my original delivery date 12/26/to see what time they would be arriving.) This voicemail also came after by Revdex.com complaint was filedThe delivery driver came today 12/30/with pieces of furniture and the 4th piece was incorrectThe delivery driver contacted VCF to advise them that they sent the incorrect piece and the warehouse manager argued with the employee about the piece being incorrect when it indeed was the incorrect pieceThis took place for about 45minsThe company still has not contacted me to advise me of when the correct piece will be delivered to my residence and none of my documents nor phone messages even mention a delivery date of 1/5/so I'm baffled by this response they are providingI work a 9-job like everyone else and it is an inconvenience when they can't give me a set date on when I will get my merchandiseI also don't appreciate being lied to multiple times and now random dates are being made upI don't have one piece of documention saying anything was coming on 1/5/ I just want this resolved because this entire purchase has been a nightmareI've been having issues every since my purchase on 11/28/

I apologize Mr [redacted] is not satisfied with my response Mr [redacted] did not report the tear or cracking and peeling in a timely manner, an extended warranty that would repair the tear was not purchased and has had the merchandise, without warranty, for years We are offering Mr [redacted] a $Gift Card to Value City or 15% off a future purchase

I have notified Store Personnel regarding damage to your residenceThe General Manager has tried to contact Mr [redacted] to resolve the damage to Mr***s homeMr [redacted] can contact the General Manager at 404-344-and advise he is following up on his complaint with the Revdex.comI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me directSincerely, Kedeanna R [redacted]

I do not feel that this response is sufficient considering the circumstancesPlease see below the email response that I have sent back to the responder from Value City Furniture

Hi about months ago I had a complaint about American Signature Furniture.Only part of my dispute was resolvedI was supposed to receive new cushions in weeks.I still have not received any and now my Chaise cushion is sinking inLost its firmness.Please advise as to where I stand hereThanks for all your help, ***

Ms [redacted] purchased her merchandise through AcceptanceNow (formerly RAC Acceptance) located in a Value City Furniture store.Ms [redacted] signed her contract with AcceptanceNow; therefore, Value City Furniture will be unable to help Ms [redacted] with her complaintValue City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contractMs [redacted] will need to contact an AcceptanceNow representative at (888) 672-or by mail at Headquarters Dr, Plano, TX 75025.Please remove this complaint from Value City Furniture’s record and forward it to AcceptanceNow

After speaking to the General Manager has advised Mr [redacted] ’s refund check in the amount of $will be at the Aurora, IL Value City Furniture storeThe Store is located at East New York StAurora, IL If Mr [redacted] would like to check before arriving to pickup his refund check he can contact the Store Personnel at the ###-###-####

I do not want to accept response until I hear if the matter is going to be resolvedI finally heard from the Insurance adjuster, he came out Thursday and took pictures of the damageHe said that he had collected all of the information that was needed, so now I am waiting on the insurance company to contact meI will gladly close this claim when this is 100% resolved, but until then I wish for it to remain open as I have not received a definite answer yet

At this time we have taken Ms [redacted] ’s complaint and sent it to the store ManagerUnfortunately Ms [redacted] canceled her order so there is nothing more we can offer her in regards to her order I apologize for any inconvenience this has caused Ms [redacted] If she has any further questions or concerns she may contact me direct

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Great experience, very professionalI would recommend them to my family and friends

After receiving Ms [redacted] ’s complaint I have made contact with the store who has advised me that her check was at the store and somehow was never mailed to her residenceI have confirmed that Ms [redacted] has visited the store and retrieved her refund check on 01/26/2017.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 02/14/2014, Ms [redacted] purchased the Javelin Chocolate living room setThe merchandise was delivered to Ms [redacted] ’s residence on 02/202014.After reviewing Ms [redacted] complaint I have spoken to the Store Manager in regards to compensation, at this time Value City Furniture will not be able to offer a refund for MsBermudez’s merchandise I can confirm that Ms [redacted] is getting a repair on her merchandise.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 am rejecting this response because: There are still years left on the warrantyThe store has offered a refund of the warrantyIf I accept the refund of the warranty, then any other issues that arise I will still be paying out of pocketI did not file the claim asking for a refund of the warranty I filed the claim because I was told at the time of purchase that the warranty covered any damage or issues I might encounter with the furniture I was not given a paper copy of the warranty at the time of purchase I was given a verbal list of the types of things the warranty would cover I also asked several questions about what if...and was assured any damage would be covered under this extensive warrantyI do not have a paper copy of the warranty with the paperwork I have on file for the furniture If I was given it upon delivery, it has been misplacedI referred to the website, but did not see a year warranty option, therefore did not know what is now offered is different than what I purchasedIf I were to purchase the item today and purchase the year warranty, the seam that has come apart, would be covered and repaired The store's response is even though we now offer a warranty that would cover what you're asking us to repair, our only option to offer you is to refund your whole warranty This does not make sense I asked the store to repair the furniture based on their current practice and what I was told at the time of purchaseI did not ask for a refund of the warranty, which is the only option I was offered

At this time Value City Furniture does not have a way to provide a gift card to a customer without removing the total of the gift card from the balance of an invoiceWe are certainly able to provide a full refund to Mr [redacted] but he will then lose his $gift cardIn that case we are able to offer Mr [redacted] 20% off a future purchaseThat offer will not be able to be combined with any other offer.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct