Value City Furniture

On 08/29/2013, Mrs. [redacted] purchased the Grove Park 3 piece sectional. The merchandise was delivered to Mrs. ***’s residence on 09/13/2013.After receiving Mrs. ***’s complaint I have verified that parts were ordered for Mrs. ***, and were expected to be delivered directly to her residence... within 8-12 weeks. At this time Value City Furniture are unable to order parts for the Grove Park sectional due to the item being discontinued. What we are able to offer Mrs. [redacted] is an in-store credit $1,554.23. Mrs. [redacted] can use the in-store credit towards a new sectional we have in stock. Since the location is closed that Mrs. [redacted] made her original purchase she may visit our Bear, Delaware location or shop online and make her purchase over the phone with our customer care team. Once a reselection is made we will deliver the merchandise to Mrs. ***’s residence and take the merchandise she currently have in her home. 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 02/09/2012, Mr [redacted] purchased the Branson Brown 2-piece livingroom set This merchandise was delivered to Mr [redacted] ’s residence on 02/18/2012.I apologize for the delay in resolving Mr [redacted] ’s inquiry While we are unable to locate multiple contacts from Mror Mrs [redacted] within the first year of receiving the merchandise, we want to assist in the interest of the Customer.In the interest of customer service, the General Manager has agreed to allow Mr [redacted] to keep his merchandise and offer a store credit for replacement Mr [redacted] will need to go to the store to choose replacement merchandise with a store credit of $ If Mr [redacted] chooses merchandise that costs more than his store credit, he will be responsible for paying the difference Mr [redacted] will also be responsible for half the delivery fee if he chooses to have his merchandise delivered Mr [redacted] will have days to use this Store Credit or make special accommodations with the General Manager.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 08/31/2015, Mrs [redacted] purchased the Cordoba Gray piece sectional The merchandise was delivered to Mrs [redacted] ’s residence on 09/04/I have reviewed Mrs [redacted] ’s complaint and contacted the store Manager who advised me that Mrs [redacted] will be getting a full replacement on her furnitureValue City Furniture has contacted Mrs [redacted] directly and scheduled the full replacement for the 21st of JanuaryI apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

I was unable to locate an invoice for [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 [redacted] has any further questions or concerns she may contact me directSincerely,Karema H

The invoice in which Mr [redacted] is referencing is under the name [redacted] On 02/26/Ms [redacted] purchased the Monarch Chocolate 3-piece sectional I apologize for the continued manufacturer delay preventing pick up of the merchandise.I was advised by the General Manager that Ms [redacted] has received a 15% discount on the merchandise for the delayAdditionally, Ms [redacted] signed a finance contract with Great American Finance Company and will not be billed until the merchandise is picked up Ms [redacted] ’s contract will be adjusted for the 15%discount once the merchandise has been picked up and she receives her initial bill.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

Hello, I am emailing you today to request that complaint [redacted] be reopened I did not respond to the Revdex.com message because I was communicating with the store through telephone and email outside of the Revdex.com messaging systemI did not want to Accept or Decline the message as the resolution was still evolvingThe store still has not taken any action, despite its verbal communication that it wouldWould you please re-open this complaint so that I can communicate with Value City Furniture through the Revdex.com portal? Thank you very much for you time and helpBest,

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

On 3/12/16, Mr. [redacted] purchased the Beckett Pine chest, nightstand, and king bed. The General Manager has been contacted and the furniture Mr. [redacted] initially purchased is now available and can be delivered as soon as 3/6/16. As compensation for Mr. [redacted] ’s inconvenience, the General... Manager is extending free delivery of the furniture. Mr. [redacted] has been contacted via telephone to discuss how he would like to proceed from this point.I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.

I understand Mr [redacted] ’s frustrations and apologize for any inconvenience he may have experienced The General Manager has advised that we are attempting to retrieve the Gazebo from another region and will notify him of any updates

On 02/05/2013, Ms [redacted] purchased the Serenity mattress/boxspring and financed her purchase with a line of credit through [redacted] Bank Unfortunately, the Serenity set was discontinued before Ms [redacted] received her delivery Store Personnel advised Ms [redacted] that she would need to choose replacement merchandise Ms [redacted] refused replacement merchandise and requested a cancellation of her order on 04/10/ At that time, Ms [redacted] received a full refund in the form of a refund check to use at her discretion or apply to her line of credit with [redacted] Bank.According to Ms [redacted] ’s invoice # [redacted] , the amount of $was financed with deferred interest for months If the charged amount was not paid off after the promotion period of months, interest would be assessed Unfortunately, Value City will not be responsible for any terms and conditions set forth by [redacted] BankI 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 following up on complaint ID [redacted] I am respond to provide you with what happened after the initial response from Karema H***She requested that I contact the store for an exchangeI called the store two times, each time I was immediately told that there could be no exchangeI then told the individual on the phone at the Nile location that Karma H [redacted] had instructed me to do soTheir response to me was to send an email, I have attached that email hereI have not heard a response from the storeI gave them the benefit of waiting a few days for a response, that is why the Revdex.com complaint expiredIn hindsight, I should have rejected the response immediately after the store would not take my request over the phone.Thank you for the help on this issueBest,

Good Morning,Please consider reopening this complaint I did not see the first email or I would have responded earlier VCF's response is untrue They have not refunded my rug as of yet because they are making me sign a consent agreement to do so Our rug has also NOT been shampooed The did agree to get the 'non-toxic' substance tested I will attach the MSDS sheet I'm sure after reading you would not feel comfortable having this substance leaking in your home for months.Thank you, [redacted]

On 07/07/Mr [redacted] purchased the 3-piece sectional Ciera BrownThe 3-piece sectional included a sofa, chaise and ottomanMr [redacted] notified the store regarding the sinking sofaMr [redacted] did not purchase the Extended Protection plan that would cover any manufacturer damagesMr [redacted] purchased the 7-year Fabric Protection Warranty which covers any accidental rips, tears, burns or stains that are reported within a day timeframe of the occurring accidentThe General Manager has set up an in store courtesy service on 06/23/for the 3-piece sectionalThe repair on the 3-piece sectional will be completed and delivered back to Mr [redacted] on 06/26/I apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 12/11/2011, Ms[redacted] purchased the Mason Brown sofa and loveseatThe merchandise was delivered to Ms.***’s residence on 12/21/2011.Upon reviewing Ms.***’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 Ms[redacted] to receive an in-store credit that can be used to exchange the furniture for another item in the storeThe Assistant Manager has contacted Ms[redacted] to review these options and is currently awaiting a return callI apologize for any inconvenience Ms[redacted] may have experienced If Ms[redacted] has any further questions or concerns she may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-####Karema.H***@AmericanSignature.com

On 2/23/2018, Ms [redacted] ordered the Brittney sofa and chaise setThe furniture was delivered to Ms [redacted] ’s residence on 2/27/2018.We understand Ms [redacted] ’s concerns and apologize for the experience that she has had with our companyA part order for the buttons were placed on 2/27/and 3/9/There is a standard wait time of 8-weeks for part orders to ship to the store locationsAt this time, Ms [redacted] ’s part order has an expected tome of arrival dated for 4/29/If we are unable to receive the parts, then we will look into exchanging the chaise for Ms [redacted] at no cost to her.If Ms [redacted] has any questions or concerns, she can contact the General Manager at the store location at 410-744-She can also contact Customer Care at 1/888-751-8552.Sincerely,Ashley H***

On 12/05/16, Mrs. [redacted] purchased the Dylan Black Ottoman, 5x8 Black Abstract Rug, Farren Mist Dinning Char, Metal Windmill, and the Avalon Charcoal Accent Chair. The merchandise was picked up on 12/07/16.After receiving Mrs. ***’s complaint I have reached out to the Vendor and have been informed... that we can longer get the legs for Mrs. ***’s chair. I have left a voice mail for Mrs. [redacted] to contact me regarding a refund or reselect to another chair.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 8/08/Dr [redacted] purchased the Marquis media checks, the Ambition Plush King mattress and foundation set, the Lola 3-piece table set, the Marquis drawer chest, the Marquis nightstand and the Marquis King Sleigh bedThe items were delivered to Dr [redacted] home on 8/14/We have been in contact with the store Manager who states that they have contacted Mrs [redacted] to set up a service date for the damaged items on 6/23/Mrs [redacted] has accepted the service for her itemsShould Mrs [redacted] like to reschedule her service, she may contact the store Manager at ###-###-####I apologize for any inconvenience this may have caused Mrs [redacted] If Mrs [redacted] has any other questions or concerns, please feel free to contact me directly Sincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

Unfortunately Ms [redacted] ’s invoice has been cancelled causing the merchandise to be removed from the orderAt this time I am not able to see why Ms [redacted] ’s order was rescheduled for January.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 2/11/2015, Mr [redacted] purchased the Princeton 5-piece sectional and The Apollo home theater reclinerThe merchandise was delivered to Mr***’s residence on 2/14/The General Manager has contacted Mr [redacted] regarding the repairThe General Manager has advised Mr [redacted] that we will exchange the Apollo home theater reclinerMr [redacted] can expect delivery to exchange the Apollo theater recliner on 1/30/The General Manager also advised that we will pick up the pieces of the Princeton 5-piece sectional to bring into the store for in shop repairOnce the repair is complete the merchandise will be returned to Mr [redacted] the following Saturday 02/06/The additional pieces of the Princeton 5-piece sectional will be picked up on 02/6/for in shop repairI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 12/11/2015, Mrs [redacted] purchased Coronado power reclining sofas, Chandelier table lamps and the Angelina King bed This merchandise is scheduled for delivery to Mrs***’s residence on 12/17/and 12/26/2015.I apologize for any frustrations or inconvenience Mrs [redacted] may have experienced when purchasing her merchandise I have been advised that our Management Team has reached out and offered free delivery.If Mrs [redacted] has any further questions or concerns she may contact me direct