Value City Furniture

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the damage was not caused by the consumer as suggestedThe damage was caused because the back of the furniture was poorly designed or manufacturedEither they stand behind their products or they don'tNothing short of a sharp object with the intention of creating a puncture should damage furniture.I am receiving conflicting messages from corporate and the store levelI was told by corporate that only the service representatives could determine manufacture defectsHow is it that the manager can suggest that it was not a defect if no one has been out to assess itThis is crazyI paid for furniture that should be constructed in a way that would withstand daily useIt's been a month an there is a holeThat speaks very poorly for this company.I also take issue with the warranty that suggest they do not cover intentional damageObviously!!! The damage should not have been able to occur unless something was wrong with the product.There is still an issue with the uneven bedSo the bed should be uneven and it should be expected that holes could be made in the furniture with a mere tapIf that is true, my daughter has doll furniture that is made better Regards, [redacted]

On 2/8/15, Mrs [redacted] purchased the StMalo Brown piece sectionalMrs [redacted] received the furniture on 2/13/15.Upon receiving Mrs [redacted] ’s information through the Revdex.com, I contacted the General Manager In the interest of customer service, the General Manager has agreed to exchange Mrs [redacted] to return the merchandise for a brand new sectional, same style and color Mrs [redacted] has been contacted via telephone to schedule a day to pick up the furniture from the local store or delivered to her home at no extra cost.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me directSincerely,Ashley H***Phone: ###-###-#### Ext: 4421#Fax: ###-###-####ashley.h***@americansignature.com

I wonder if you even read my message to youNobody ever tried to contact me regarding the claim I filed to come look at the piecesNot even onceWhy in the world would I not answer them when it was in my best interest to have them comeDoes it even make sense what you and the store are saying? I am aware of everything you wrote, as you should be as well if you read my messageI have spent several hours on the phone trying to resolve this issue and nobody is helpfulI paid for the warranty I am within my rights to my requestsThe store I bought it from closed and I can't get a hold of anybodyI am getting ready to move and need this couch and tv stand fixedYou can choose to ignore me and send me the for another time as everybody else did, or you can be proactive for I've and resolve this issue for me and keep a clientWith a new house on the way I would imagine your best interest is to keep me as a clientI am sick and tired of trying to communicate with a third party company who isn't willing to helpLet alone call multiple different american signature store and get nowhere other frustration land

On 11/05/Ms [redacted] purchased the Denver Black piece sectional through the AcceptanceNow program located in our Value City storeUpon 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 store credit, she will be responsible for paying the differenceIf she chooses merchandise less than the amount of the store credit, the remaining amount will be an in-store credit for the customer to use towards any merchandise that we carry in our store location.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me directSincerely,

On 10/14/2013, Ms [redacted] purchased the 6-piece Commander Gray sectional and of the 2-piece StMalo power sofas This merchandise was delivered to Ms***’s residence on 10/16/2013.On 11/07/2013, Ms [redacted] returned the 3, 2-piece StMalo sofas for a store credit of $ In August of 2015, Ms [redacted] contacted Store Personnel advising that she no longer wanted a store credit and requested a refund According to our contract with Visa, we must process refunds to the original form of payment used to make the purchase In compliance with our contract, Ms***’s refund was issued to her original form of payment on 06/20/and 10/20/ It is unfortunate that Ms***’s account with Wells Fargo has been closed According to several conversations with Wells Fargo, due to privacy issues, they will not discuss in detail Ms***’s account I have been asked that Ms [redacted] contact Wells Fargo and I have also been advised that the refund was returned to American SignatureIf the funds have been returned, it typically takes weeks to receive the refund I advised Ms [redacted] that I will follow up with her after the weeks has passed, unless I hear otherwiseI have been in contact with Ms [redacted] and will resolve with her accordingly She has my direct telephone number if she has any further questionsI apologize for any inconvenience and understand that Ms***’s experience has not been one that she would expect as a long time and valued CustomerI appreciate Ms***’s patience in knowing that we are working as quickly as possible to provide her overdue refund

On 7/21/16, Ms [redacted] purchased the Cobra Brown piece sofa and love seat setMs [redacted] received delivery of the furniture on 7/26/16.Upon reviewing Ms [redacted] ’s complaint through the Revdex.com, the General Manager has been contactedIn the interest of customer service, the General Manager has scheduled an even exchange of Ms [redacted] ’s love seat and adjusted her invoice for a $credit to be refunded to Ms [redacted] ’s Visa cardThe love seat will be exchanged on 8/17/The General Manager has contacted Ms [redacted] and she is aware of the adjustments that have been made and the delivery date of her new love seat I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

After secondly reviewing Ms [redacted] s invoice I am showing she paid $on the piece Cordoba sectional with the tax of $in taxA reselect would be granted in the amount of $since that is the amount Ms [redacted] s paid for her furnitureMs [redacted] s also purchased the Pure Promise warranty In the amount of $Ms [redacted] s wouldn’t get that money back in the reselect amount but the warranty would be transferred to her new merchandise once Ms [redacted] s selects new merchandise.I apologize for any inconvenience Ms [redacted] s may have experienced If Ms [redacted] s has any further questions or concerns she may contact me direct

I just spoke with a general manager at Value City, Chippewa location Just like before, they can only do a delivery when it's convenient for them not the customer - Friday In reference to all my conversations with them, deliveries will have to be made on late weekdays or anytime on the weekends.To my surprise Craig/Greg had suggested for me to ask a neighbor to accept the delivery Not had they only wasted my time, now my neighbors? Unacceptable! In addition, he said that he felt like I was already compensated enough because it was a free delivery, no tax, and $credit on the 2nd deliveryFirst off, the over $worth of furniture I bought was purchased on a Black Friday (deal - no tax plus free delivery on over $purchase) This is not a compensation for customer inconvenience, but was a Black Friday deal!I had already made multiple attempts in resolving this issue with the store and a $credit isn't going to satisfy a customer who has wasted over hours waiting for a defective deliveryTo resolve this issue, I would like to return the sectional set and a full refund, plus the [redacted] refund since customer satisfaction is not their main goal And, customer compensation for over hours of wasted timeThank You!

[redacted] didn't recovery all the facts / complaints..there we're several complaints after the exchange

I would like to apologize to Ms [redacted] for not being provided the level of service that our store associates take pride in offering every dayWe have completed an adjustment to Ms [redacted] ’s invoice by $as the refund will be credited back to her Synchrony Credit account used at the time of purchaseThe $will come off of Ms [redacted] ’s Credit account balance that will reflect on her Synchrony Credit account statement within 1-billing cyclesMs [redacted] ’s continued business is so very important to usWe never want to alienate a customer due to our lack of providing the exceptional service each customer deservesWe hope to grow a lifetime relationship with Ms [redacted] Again, we apologize for the inconvenience, and wish to thank Ms [redacted] for taking the time to reach out to us with her concernsMs [redacted] may call me direct with any questions or concerns in the futureI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 8/24/2010, Mr [redacted] purchased the Larkin Chocolate piece sectional with the Fabric Protection warrantyThe furniture was delivered to Mr [redacted] ’s residence on 9/4/2010.Mr [redacted] ’s claim has been researched through the Uniters’ database and claim # [redacted] is Mr [redacted] ’s personal identification number for his claim that was submitted on 7/13/Mr [redacted] was noted as a “Not at home” for the service call that was scheduled for 7/27/Mr [redacted] will need to contact Uniters at 1-877-901-to reschedule a date in which he will be at the residenceOnce a date has been rescheduled, Mr [redacted] will receive a call at the phone number listed on his invoice closer to the date that is scheduledI apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

On 02/16/2014, Mr [redacted] purchased the Colton Camel 3-piece livingroom set and the 6-piece Neo Classic queen bedroom set with an extra nightstand This merchandise was delivered to Mr [redacted] s residence on 2/22/2014.I apologize for any confusion Mr [redacted] may have experienced regarding the warranty that was purchased Mr [redacted] s 7-year warranty covers any accidental burns, rips, tears or stains Unfortunately, the purchased warranty does not cover any structural defects and therefore; Mr [redacted] only had the one year manufacturer warranty which expired in February of 2015.In the interest of Customer Service, the General Manager has authorized a one-time courtesy exchange on the Colton sofa The sofa will be delivered to Mr [redacted] s residence on 9/16/ The exchange merchandise will not carry any warranty and Mr [redacted] will only have the 7-year accidental warranty on both pieces.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 05/23/2015, Ms [redacted] purchased the Tranquil queen mattress set, the 6-piece Neo Classic queen bedroom set and an additional nightstand This merchandise was delivered to Ms [redacted] s residence on 05/30/2015.I apologize that the stated $check had not been processed to Ms [redacted] Due to this error, we will be more than happy to process a $refund to Ms [redacted] s Synchrony Credit Card for the inconvenienceThis refund will process within 3-business days.If Ms [redacted] has any further questions or concerns she may contact me direct

After receiving Mr [redacted] ’s rejected response regarding the Prescott Auburn 4-piece sectionalA service technician did go out to Mr [redacted] ’s residenceOnce we received information back regarding the merchandise issues, the General Manager has advised that he would offer full credit in the amount of $for Mr [redacted] to select new merchandiseOnce Mr [redacted] selects new merchandise we will deliver the new and pickup the Prescott Auburn 4-piece sectionalMr [redacted] will need to go into the store to choose new merchandiseIf Mr [redacted] select merchandise over the amount of $he will be responsible for the differenceIf Mr [redacted] still feel this offer does not resolve the problems he is having with the Prescott Auburn 4-piece sectional he can contact the General Manager at ###-###-#### and advise that he is following up on his Revdex.com complaint

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I reviewed the response made by the business in reference to complaint ID 10656108, and find the resolution is satisfactory to me Regards, Casey Green

I was unable to locate an invoice for Ms [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 for Ms [redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted]

On 2/20/14, Mrs [redacted] purchased the Rialto Brown piece sleeper sectionalMrs [redacted] accepted delivery of the furniture on 2/20/Mrs [redacted] was given an in-store credit to reselect to a different furniture set and the Messina Chocolate piece sofa and chair set and the Messina chocolate ottoman were delivered to her to replace her original furnitureUpon reviewing the inquiry sent to the Revdex.com, the Store Manager was contactedIn the interest of customer service, the Store Manager refunded the remaining in-store credit to Mrs***’s credit cardThe amount of $has been processed to the Value City Furniture card through Synchrony Financial InstitutionMrs***’s account will show the credit amount reflecting in the remaining balance within 2-business days.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

On 07/03/2015, Mr [redacted] purchased the Monaco Gray power livingroom set and the Castleton dining table This merchandise was picked up by Mr [redacted] on 07/11/2015.I apologize for any frustration Mr [redacted] may have experienced regarding his order I have confirmed with Store Personnel that Mr [redacted] is scheduled to pick up an exchange of the Castleton table on 07/29/2015.If Mr [redacted] has any further questions or concerns he may contact me direct

American Signature has given Mr [redacted] an in-store credit of $1399.99, and he used the credit to select the piece Nikki Taupe sectionalAmerican Signature also discounted the Nikki sectional so Mr [redacted] wouldn’t have to pay any additional funds for his merchandise Mr [redacted] picked up his merchandise at the Brandon, Florida location on 05-05-2017, and his defective furniture has been disposed.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 receiving Ms [redacted] complaint I have tried contacting her in regards to her canceled order I left a message apologizing for the delayed merchandise and asked her to contact me if she would like to discuss her situation any furtherI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct