Value City Furniture

On 08/19/2015, Mr [redacted] purchased the Plantation cove queen black canopy bed, two of the Plantation Cove black nightstandsMr [redacted] also purchased the Seaside daybed with Trundle, the Seaside black lingerie chest, Charleston Bay nightstand and dresser, mirror and chestThe merchandise was delivered to Mr [redacted] residence on 08/29/On 07/30/2015, Mr [redacted] notified Store Personnel regarding the problems with the two Plantation Cove black nightstands and the Seaside Daybed with TrundleStore Personnel sent a service technician out to Mr [redacted] residence on 08/07/Mr [redacted] was set up to have a replacement of the Plantation Cove nightstand, Seaside black storage trundle and the Seaside bookcase headboardThe General Manager has tried to contact Mr [redacted] to offer assistance and help resolve these issuesMr [redacted] can contact the General Manager directly at (636)-397-and advise that he is following up on his claim 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,

On Sun, Dec 4, at 5:AM, Rhonda [redacted] wrote: I was really shocked at how fast you got things going with Value City furniture! --Their suggestion was to go to the store and pick out another living room suit--we did go to the store and look at them for-- several days in a row and I really couldn't find anything--we finally did pick out another couch and chairs and they delivered the chairs yesterday--(couch on back order-)-but my husband had some sort of allergic reaction from the material of one of the chairs - -I called Value City today and told them and they told me to come back to the store and pick something else out- I asked them if I can just get my money back --but they said no --its exchange only--I'm going to try to go back over there 12/4/to look again--but I am so disappointed in the quality of their furniture that its really hard to find anything decent there I was looking on the Value City website tonight at their furniture and I see the set that I originally bought has terrible reviews on it--and all the reviews people wrote are the exact same issues that we had!--I couldn't believe it--I guess I should of looked it up before I bought it!--I attached a doccopy I made of the reviews--just so you have a better idea of the problem-(Monaco leather recliner sofa + chair) -I did receive your letter the other day about closing the case-- I am going to asked you to maybe leave it open- if possible- until this matter is settled---I am going to go back over there and try again to find something that I think will last over a monthI know it was not the managers or anyone's fault that my husband was allergic to the fabric--But the original purchase and issues could of been resolved if they would of just refunded my money right after I bought it for the original purchase of the faulty furniture--We asked the service tech that came out to stuff the furniture--if they have many issues with these living room sets--He said -No--that just with the power recline buttons keep going bad--Well I thank you again for all your help Rhonda [redacted]

Per the terms and conditions it states the order can be cancelled all the way up to acceptingThe order was placed, processed and filled, the next step was delivery and then I get the call saying I wont be getting my orderI find that is 100% against their terms and conditions as the order was already filled and they broke the purchase agreement after it was acceptedI was also advised when I received the call letting me know I wasn't going to get my order that the only reason the order was not going to be delivered is that a customer had called in and asked to change their shipping information and if that customer would not have called in I would have received my order because all the orders were processed and fulfilled and ready to be deliveredThis is no way to treat a paying customer who bought something on their website complying with their terms and conditionsI can understand if the order was just placed and I received the call right away saying that they had to cancel it but not after it was fulfilledAt that point I believe its the company's error and they have to honor their terms and conditions with the ordering being after the accepting stageAlso they have a price guaranteed in cart policy and that was my price all the way up until the order being fulfilled, our next step was delivery! If they realized the error after our furniture was delivered would it have been picked up and taken back? This is the worst customer service I have encountered Regards, [redacted]

On 02/12/2016, Ms [redacted] purchased the Natchez Trail 46xcounter height table and the Rialto brown 2-piece sectionalThe merchandise was delivered to Ms [redacted] ’s residence on 02/17/After receiving Ms [redacted] ’s Revdex.com complaint the General Manager has contacted Ms [redacted] In the interest of Customer Service the General Manager has advised that he set up to exchange the Ms [redacted] ’s Natchez Trail 46xcounter height table and the Rialto Brown 2-piece sectionalThe General Manager also advised he is willing to refund the delivery and Pure Promise warranty once the exchange of the merchandise is successfulMs [redacted] can anticipate the delivery exchange on 02/29/If 02/29/does not work for exchange of the merchandise, Ms [redacted] will need to contact the General Manager at ###-###-####I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

Mr [redacted] purchased the Extended Protection Plan, which was a 3-year structural coverageOur 5-year Pure Promise warranty was not offered at Mr [redacted] ’s purchasing store until 7/6/The terms and conditions of the plan that Mr [redacted] purchased are attachedThe furniture that Mr [redacted] purchased was not manufactured by American Signature, so the Limited Lifetime Warranty does not apply to his orderDue to the issues with the furniture and no warranty covering it, we will step outside of those guidelines and maintain the 20% in-store credit that was initially offered to Mr [redacted] He will still have an additional days from the date of the initial response to utilize the credit

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

I apologize for any inconvenience this may have caused Ms***If Ms [redacted] has any other questions or concerns, please feel free to the store Manager at ###-###-#### Sincerely, Marian H***

I am rejecting this response because: because I gave the lady my information from American signature furniture I called the number on the complaint and she never got back to me Regards, [redacted]

we recently had need to replace a broken kitchen faucetjim, our repairman, was professional,personable, and hardworkinghe took the time to explain the what, why, and how of his recommended approach to resolving the problems encounteredwe believe we received quality service at a fair price

you are offering a credit of $toward my next purchase which I do not plan on purchasing any furniture any time soonAs well as $is not going to cover any type of repairs or replacement cost of the sofaThis is a defect of the furniture such it is a manufacturer issueI have attached pictures of the peeling and these photos where sent to Renee at VCF when I first contacted them

On 08/18/2014, Ms [redacted] purchased the Pacer 72” fireplace and sound bar through the Acceptance Now Program located within our Value City Furniture storeThe merchandise was delivered to Ms [redacted] on 08/27/On 04/14/Ms [redacted] was advised that we would exchange the Pacer 72” fireplace with sound barMs [redacted] was also advised that if the exchange sound bar does not work in her home we will pick up the merchandise for a full refundAfter receiving MsSmith’s Revdex.com complaint the General Manager reached out to Ms [redacted] to resolve her issues with the Pacer 72” fireplace and sound barIn the interest of Customer Service the General Manager has agreed to pick up the merchandise for a full refundMs [redacted] can anticipate pickup of the Pacer 72” fireplace and sound bar on 04/05/Ms [redacted] will receive a call by 04/04/from the delivery location to advise of the timeframe for 04/05/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

[redacted] ***,Store manager has left a message to assistOur resolution would be a replacement sofaPlease touch base with the store manager to understand if we have dates that fit your needs for delivery

On 01/01/2011, Ms. [redacted] purchased the Milo Mocha 6 piece home theater sectional, The 2 piece Boston sofa and recliner, the Black Sawhorse Desk, and a 12x31 wall Steel Clock. The merchandise was delivered to Ms. [redacted] ’s residence on 01/05/2011. The 6 piece sectional was returned on 1/31/2011. The... 2 piece living room set was returned on 12/30/2011 and replaced with the October 2 piece living room set. After receiving Ms. [redacted] ’s complaint I have verified that her merchandise on her invoice was purchased in 2011 and has no warranty. At this time Value City furniture is unable to assist Ms. [redacted] in the damages that are occurring to her merchandise. Ms. [redacted] is outside of the 7 day return policy as well so we will not be refunding or replacing the 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 beyond disappointed with the customer service your are offering When this original purchase was made, the sales women, Lory M [redacted] ensured me, that if I purchased the insurance it would not be a problem if I relocatedThe first issue happened with this couch only weeks after I made the purchase My initial claim was to have a cushion casing replaced A month later, I received a new casing that was not even close to the fabric, pattern, or color of my actual couch I spent time back and forth, emailing new pictures and being told that it would eventually be the same color...absolutely absurd to say if these people had actually looked at the photos I was asked to send in I was then told by Pure Promise, the store was to blame and they sent the incorrect casing I imagine someone has the correct model on file of what I purchased, and offered numerous times to give them the information from my receipt I then spoke with the store in Liverpool, Audrey or Aubrey and she actually had to nerve to laugh during our conversation and tell me numerous times that she cannot help me (I asked for her last name, she said she is the only one in the store, and for the corporate office number) She then blamed Pure Promise that it was their fault for the incorrect casing I was told by Pure Promise that I had to contact the store, and then this Audrey supervisor told me I had to call Pure Promise, since they want to hear from the customer not the store There is obviously a disconnect between these two businesses, if I am being told two different things This issue was from November and each time I have called, I was told they would take care of it, it is now April and still never received the correct casing, or even contacted to follow up about the matter Why did I purchase this insurance if I am not able to get service or even speak to someone who has answers??? The frame then broke on the arm rest, and a technician through Paladio then came to my house in Massachusetts to enforce a 2xin the arm rest for the proper support I expressed to the technician that the same thing had happened to the other arm rest, and he said to call for a new appointment since he did not have the time to complete the other side....technician was suppose to arrive between 1pm-3pm and did not show up until after 5pm I left work early that day, spent countless hours trying to get a technician to come back here to fix the other side, and get the actual correct casing The Pure Promise insurance was not helpful, one representative said she never heard of Paladio No one knows who even came to my house to fix this issue then? I called customer service at the corporate center for Valu City Furniture and explained how frustrated I was, being sent back and forth, basically being told something different each time While I was on the phone with customer service rep at Valu City Furniture, I was told me she was trying to call pure promise to get the full detail I was put on hold numerous times, and then finally was told she would call me back since she was unable to get in touch with anyone...of course I did not get a call back After filing a complaint with the Revdex.com, I finally get a response and you are offering to give me a full refund on the couch and insurance if I bring the item back to the store After reading every report and claim I filed, it is clear that I live hours from the location to where I bought this couch from, and so disappointed that after spending $1,on this, that is the solution I have I do not have a truck, that would mean I would need to rent a UHaul, pay for gas, and drive a total of hours to be able to get my money refunded Why is the casing not replaceable, and why can a techinician not revisit my location? I have spent countless hours and research on who the correct person is to talk to about thisThis is by far the worst purchase experience I have had in my life, I do not know how a company can continue with such poor customer service across the whole organization I have been ignored, hung up on, asked to speak to a supervisor, regional manager, etcand have gotten no where I cannot imagine the CEO and President, Jay and Jonathan S [redacted] of Valu City Furniture would accept such poor customer serviceJonathan's statement on the website..."Our mission is to make furniture shopping easy and to help customers like you find the perfect furnitureThe furniture that sets the scene for life from your first apartment to an empty nest and every laugh, smile, and dream in between the furniture that is your perfect piece." This experience has been far from that message stated on the website If the family that owns this company saw how there customers are in fact treated with such unprofessional mannerisms, I am positive they would not be impressed with the solution being offered...I assure you I am not There have been claims filed to the Revdex.com within the past months, most of them being product/service complaints and I can see why I am willing to speak with you to resolve this complaint, and if you do not have a realistic resolution, I would like the contact information of your supervisor

On 01/02/2016, Ms [redacted] purchased the Mandalay Chocolate 4-piece sofa, loveseat, ottoman and chair and halfMs [redacted] also purchased the Monterey cocktail table and two Monterey end tablesThe merchandise was delivered by our contract delivery team to Ms [redacted] ’s residence on 02/06/On 02/08/2016, Ms [redacted] notified Store Personnel regarding the front door to her residence was taken downMs [redacted] advised that contract delivery did not assemble the front door back on the hinges and also caused damage to her floorsAfter receiving Ms [redacted] ’s Revdex.com complaint we sent this to the General ManagerThe contract delivery team has reached out to Ms [redacted] Ms [redacted] has advised that she is awaiting the estimate and will notify contract delivery once she receive the estimate to repairI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

I would like to request that Mr [redacted] submit pictures to the Revdex.com of the issues he is having with the furniture Please send pictures of the specific issues and then a picture of the furniture as a whole.I also request additional information regarding the timeline that has transpired since the delivery of the Branson Brown sofa and loveseat on 02/18/ I appreciate Mr [redacted] ’s compliance and patience

On 01/07/2017, Ms [redacted] purchased the Applause Queen mattress set, and a Queen-sized mattress protectorOn 2/15/Ms [redacted] reselected to the Chrystal Ridge Queen mattress setThe items were delivered to Ms [redacted] ’s residence on 1/13/with the reselected mattress being delivered on 3/4/Value City recognizes that the damage done to Ms [redacted] is an incredible inconvenience, and we apologize for the experience that she has had thus farWe have been in contact with Traveler’s, the insurance company that will compensate the customer regarding the damage that was doneMs [redacted] will be contacted by Traveler’s within 24-business hours to move forward with the claim processThe claim number for Ms [redacted] is [redacted] I 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 directlySincerely,

On 3/13/15, Mr. [redacted] received the Scenic Path Queen mattress set, the iProtect sleep protector, and 2 Mitchell Beige push back recliners. Mr. [redacted] is currently scheduled to have a Service Technician come to his residence on 3/3/16 for an inspection of the merchandise to determine if repairs can... be done. According to our warranty guidelines, if the merchandise can be repaired, the proper steps will be taken to ensure that this is completed. If the merchandise is deemed unrepairable, then Mr. [redacted] will receive an exchange of the same item.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 04/18/2015, Ms [redacted] purchased the Park City Gray sofa and loveseat with the AcceptanceNow program located in a Value City Furniture store This merchandise was delivered to Ms [redacted] residence on 4/22/2015.After the initial repairs were made on 04/29/2015, Ms [redacted] did not contact Store Personnel for additional service until 12/15/ On 12/18/2015, a Service Technician visited Ms [redacted] home to inspect the merchandise and make any repairs It was determined that parts would need to be ordered to repair Ms [redacted] merchandise Our manufacturer’s warranty is solely a service warranty and refunds will not be provided In the event we are unable to repair the original merchandise to manufacturer specifications, a replacement or store credit will be offered The Service Technician did advise that Ms [redacted] merchandise can be repaired and we need to make every attempt to properly service Ms [redacted] merchandiseAdditionally, please keep in mind that Value City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contract Ms [redacted] may contact an AcceptanceNow representative at (888) 672-or by mail at Headquarters Dr, Plano, TX with any questions regarding her contract.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 would like to apologize to Ms [redacted] for not being provided the level of service that our store associates take pride in offering everydayMs***’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 would like to offer Ms [redacted] a $giftcard for the inconvenienceIf Ms [redacted] is satisfied with the offer of the $giftcard she may contact me direct to ensure that the giftcard is mailed to her residenceI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct