Value City Furniture

Good Morning,American Signature claimed on their website that this item had free shippingWhen I logged into my accounton Sunday to see if they have any delivery information which they did notI noticed that there was $199delivery feeThey claimed that they have to charge that since its coming from their warehouseI spoke to Luisand Tenesha they both said it was a mistake and she credit my account back for the delivery feeAgain no noteson the systemThey are trying to claim that they didn’t commit advertising and of course they didn’t havea tracking number until Monday and could not Re direct the order backShe promised me once the order wasreceived to call her and she will schedule fed ex or ups pick up from my house; since I live an hour awayNowthey want to charge me $to have the warehouse pick it up, they are claiming no notes on the system, theyeven send the wrong color item to make things worst and their lack of customer service skills has caused me alot of loss time from workI kept asking for a manager and they had an excuse to never transfer me.want them to pick up the items as promise via fedex as soon as possible and free of charge as promise.Tenesha called me on 10/01/at 1:33pm because Luis accidentally dropped the callThey all advised me thatall of their calls are recordingAlso the fact that both of our phone numbers get busy and disconnected soundswhen we call is very strangeI am only able to bypass by pressing *67.Please let me know if you need anything else from me.Thanks, [redacted]

On 12/16/2012, Mr [redacted] purchased the 4-piece Colorado Brown power sectional with the 7-year Leather Protection and the 3-year Extended Protection Plan Warranty This merchandise was delivered to Mr***’s residence on 12/18/2012.I apologize for the continued service issues Mr [redacted] has experienced According to our Extended Protection Plan Warranty; if the Administrator considers the covered Product(s) to be beyond economic repair, then an in-store credit will be given based upon the original Purchase Price minus a usage feeAs hereafter defined, this usage fee will be determined by dividing the original Purchase Price by the term of this Service Plan, three (3) years (months).The General Manager has agreed to offer Mr [redacted] a full in-store credit without the usage fee as the stated guideline within the purchased warranty In the event Mr [redacted] does not want to choose replacement merchandise, the General Manager has also offered Mr [redacted] the option to keep his merchandise, without any further warranty for a refund of $ In the event Mr [redacted] would like to accept either of these options, he may contact me directly at the contacts located at the bottom of this letter

Their offer of a gift card of $is not adequate due to the fact that I never received the previous gift cards I was promisedI believe that the company is lying further to try to have a conflict resolved in which they have no intentions of resolving

On 03/11/Ms [redacted] purchased the Adrian Graphite piece sectional and picked up the merchandise 03/11/After reviewing Ms***’s complaint I have contacted the store and have confirmed that Value City furniture will be servicing Ms***’s damaged sofa and delivering the other half of Ms***’s sectional on Thursday, November 17th If that date does not work for Ms [redacted] I ask she contact us immediately to make any changesMs***’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***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 meValue City did make it right with me Regards, Kellee [redacted]

I understand Mr***’s concerns and apologize for the continued issues According to the service report, Mr [redacted] signed off as complete after over an hour of service on his merchandise I kindly ask that Mr [redacted] allow the Store to complete the follow up service Once the service is complete, we will move forward with the proper resolution I will forward his rejection to the Store Manager so they are aware of Mr***’s requests

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI will I'll accept the cash refund and keep the furnitureI will NOT accept the store creditI will not purchase from them again

On 01/24/2015, Ms [redacted] purchased the Brown Maximum ChaiseThe merchandise was picked up on 01/24/After reviewing Ms [redacted] ’s complaint I have made contact with the corporate Manager who has advised me that we will not be able to provide $cash compensation in place of the gift card Ms [redacted] received on 07/27/Ms [redacted] has had the gift card for months Value City furniture will be exchanging Ms [redacted] ’s merchandise on 01/28/Ms [redacted] has also received $cash compensation on 08/01/Essentially Ms [redacted] has received her merchandise at no cost to her.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 receiving another complaint from MsB [redacted] I was advised from the store Manager that we will be able to offer MsB [redacted] to keep her current table with compensation of additional $off the invoice for her to keep the table set ASIS (half off the current price of $469)This will be a total of 60% off the item for the customerIf MsB [redacted] would like a new dining set we will be happy to set up an even exchange for the set as wellAt this time we will not be able to compensate MsB [redacted] invoice by 30%.I apologize for any inconvenience MsB [redacted] may have experienced If MsB [redacted] has any further questions or concerns she may contact me directSincerely, [redacted] Phone: ###-###-####Fax: ###-###-#### [redacted]

I got a call today from ***, the manager at the Woodbridge store. Apparently, the damages that happened to my house should not cost what I got a estimate on(i have the quote). Which was around $1,000.00 to fix everything and have it painted back. This is what he said to me:***: "This is what I can do, I can give you $200.00, because it shouldn't cost that much to repair your wall."Me: "The damages are scratches and dents to my wall, shouldn't you cover the repair to the whole wall?"He then stated that they do not cover the paint, but only the repair. So why do I have to pay someone out my own pocket for damages done to my house?I have photos and emails to support the damages and the quote to fix them.

On 6/19/ [redacted] purchased the Tribeca Gray 5-piece dining room set and a Tribeca Gray counter height benchThe items were delivered to her residence on 7/14/I have spoken to the store Manager who states that [redacted] was already compensated her delivery fee and received 10% off at time of purchaseThe recorded conversation that [redacted] had with our representative has been reviewed and there was no additional compensation promised to [redacted] However, the store Manager has stated that he is willing to extend [redacted] a 50-dollar gift cardI apologize for any inconvenience this may have caused [redacted] ***If [redacted] has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

On 4/24/10, Mr [redacted] purchased the Westwood Brick piece sectional and the Hyatt Dark storage ottomanMr [redacted] received delivery of the furniture on 4/28/10.Upon receiving Mr***’s information through the Revdex.com, 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 of 50% of the amount paid for the furniture Mr [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange At the point of sale, Mr [redacted] will receive a 50% discount on the new furniture.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 1/28/16, Mrs [redacted] purchased the StMalo Brown piece power reclining sectionalMrs [redacted] received delivery of the furniture on 2/3/16.Upon reviewing Mrs [redacted] ’s complaint through the Revdex.com, the General Manager of the store location was contactedIn the interest of customer service, the General Manager has approved for Mrs [redacted] to receive an in-store credit that can be used to exchange the furniture for the same make and model, or exchange for another item in the storeThe Assistant Manager has contacted Mrs [redacted] to review these options and is currently awaiting a return call.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

According to Mr***’s warranty, we are responsible for repairing the merchandise to manufacturer specifications and refunds will not be provided In the interest of customer service, we have bypassed the repair option and offered an exchange or a full store credit Unfortunately, we will be unable to offer Mr [redacted] a refund of his purchase

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to mePlease advise on what I need to do in order to receive the store credit at my local store

we did not get 25% in refundsCan you please explain how you got this number?

I'm writing in regards to the day respond letterI would like to now withdraw from this complaintBut also would like to keep the complaint on recordThe decision to withdraw was that if a company like this don't want to rectify a complaint like this and refuse any responsibility this says to leave a company like this alone and I have to hope I never cross a company like this that use deception to do businessThank you Revdex.com for your timeIf they can say that to you to hold no responsibility what I can do!Thank you[redacted]

On 10/09/2013, Ms [redacted] purchased the Rialto Cardinal 2-piece sectionalMs [redacted] picked up the merchandise on 10/12/Ms [redacted] notified Customer Care on 02/18/regarding the bonded leather cracking and peelingMs [redacted] was advised that she had a 1-year Manufacturer warrantyMs [redacted] was also advised we do not have a warranty that covers cracking and peelingIn the interest of Customer Service Ms [redacted] has been offered credit in the amount of $toward a new purchase based on the timeframe Ms [redacted] has had the Rialto Cardinal 2-piece sectionalMs [redacted] will need to go into the store to select new merchandiseIf Ms [redacted] select merchandise over the credit of $she will responsible for the differenceI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

The General Manager has agreed to take $off to cover the entire price of the damaged corner wedgeMr/Ms [redacted] may keep the corner wedge under warranty for any new damagesIn the event Mr/Ms [redacted] would still like to exchange the corner wedge, the General Manger has still offered to take $off and schedule it on a day that we go to their zip codeI apologize for any inconvenience Mr/Ms [redacted] may have experiencedIf Mr/Ms [redacted] have any further questions or concerns they may contact me direct

Upon reviewing Mrs***’s complaint with the Revdex.com, we have contacted the General Manager for a resolutionIn the interest of customer service, the General Manager has scheduled a service technician to visit the residence and replace the seat cushions for the furnitureThe chaise portion of the sectional will be replaced with a new chaise of the same collectionThe General Manager has contacted the customer and arrangements have been made.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct