Value City Furniture

On 4/01/Ms [redacted] purchased the Serena Youth wardrobe, the Jordan twin corner bed, the Serena daybed with trundle, the Esquire Platinum chest, the Magnum Brown 3-piece living room set, the Alania Gray Queen upholstered headboard, the Countryside 40” wall art, and the Pacer 54” fireplaceThese items were picked up by Ms [redacted] on 4/11/I have spoken with the store Manager who states that we will be able to refund the amount of the Pure Promise to Ms [redacted] for the inconvenience of the non-coverage, however we are not able to assist with servicing the furnitureRefunding the warranty will cancel out the coverage, leaving only the one-year manufactures warranty which will expire on 4/7/Should you choose the refund, you may contact the store Manager at ###-###-#### to process itAttached Ms [redacted] will find a copy of the Terms and Conditions of her warrantyI apologize for any inconvenience this may have caused Ms [redacted] If Ms [redacted] has any other questions or concerns, please feel free to contact the store Manager at ###-###-#### Sincerely, Marian H***

The issues surrounding Mrs***’ Revdex.com complaint has been resolved on our endThe furniture in question has been returned and refunds were processed on 6/7/16.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 05/29/2015, Mr [redacted] purchased the Gazebo with screen This merchandise was picked up by Mr [redacted] on 05/29/2015.On 06/01/2015, Mr [redacted] contacted Store Personnel to advise that the Gazebo was broken I apologize for the delay in resolving Mr [redacted] ’s inquiries I have confirmed with the Store Manager that Mr [redacted] was offered the floor model or we could attempt to retrieve one from another region The Store Manager advised that Mr [redacted] would be contacting him back with a decision.If Mr [redacted] has any further questions or concerns he may contact me direct

They didn't really resolve their poor service with their response

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

On 12/18/2015, Ms [redacted] purchased the 5-piece Cascade queen bedroom set This merchandise was delivered by a contracted delivery team to Ms [redacted] ’s residence on 11/27/2015.I am sorry to hear of the damages to Ms [redacted] ’s property and for any frustrations she may have experienced in getting the damages repaired According to the General Manager, Ms [redacted] is currently working with the contract delivery company for resolution.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 apologize for the delay in our resolution regarding Mr [redacted] ’s complaint I kindly ask that Mr [redacted] reject this response and allow additional time for his desired resolution Please be assured that we are working diligently with the General Manager and I appreciate Mr [redacted] ’s patience in this matter.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 3/14/2017, Mr [redacted] made his purchase of a power recliner and a round cocktail table with Value City FurnitureThe items on the order were delivered to Mr [redacted] ’s residence on 3/17/We understand Mr [redacted] ’s concerns and apologize for the experience that he has had with our companyThe round cocktail table was exchanged on 1/30/If Mr [redacted] has any other questions or concerns, he can contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

I am rejecting this response because: first off I don't know who Mrs [redacted] is! This is how I know they don't care about me as a customer they didn't even care to find out my name! Plus they included no real resolution to my problem! This is why I've been dealing with since February! Regards, [redacted]

To whom it may concern,The case against Value City furniture was closed before the issue was resolved I was unsatisfied with the business response due to the following reasons: Value City, Chippewa location found defects on the furniture on their first delivery Spoke with a General Manager and informed him to make sure that the issue is corrected because I cannot just take off work to wait for their delivery Defects are still found on the second delivery Took off work again, and defects are still found on the third delivery.I refuse to take off work again for the 4th time Value City agreed to take the furniture back for a full refund; however, they can only pick it up on a Friday I had already worked with their schedule 3x and they were still unable to correct the issue In addition to ask their customer to leave work for the 4th time seem unreasonable.Please reopen the case until satisfactory conclusion is reached.thank you

On 7/13/2012, Ms [redacted] purchased the Rialto Onyx piece sleeper and chaise sectionalMs [redacted] received the furniture on 7/18/Ms [redacted] has been in contact with our Corporate Customer Care and our associates through social mediaThe offer that was presented to Ms [redacted] , an in-store credit amount of $360, is the offer that still standsConsidering that Ms [redacted] has had the furniture for years, we feel that the offer made is adequate.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

Mr [redacted] has spoken with multiple members of the management team in our Corporate Office regarding his issueThey have confirmed with him that this pricing error is companywide and his refund has been processed back to his original method of paymentIn the Terms and Conditions on our website, it states: In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order onlineIn the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelledMr [redacted] was contacted promptly after the mistake was realized, and per our Terms and Conditions, his order was cancelled and his refund was processedI apologize for any inconvenience this may have caused Mr***We have recorded his complaint and we will contact Mr [redacted] if we have any further questions or concernsSincerely, Marian H [redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

On 11/06/2016, Ms [redacted] purchased the Traditional Iron Trestle piece dining room setThe merchandise was scheduled to be delivered to Ms***’s residence on 01/15/After receiving Ms***’s complaint I have spoken with the store Manager who has advised me that the merchandise Ms [redacted] purchased has been out of stock and she was aware of that when she made her purchaseAt this time Value City furniture is waiting for the merchandise to become available with the vendorOnce the vendor has the merchandise back in stock Value City furniture will contact Ms [redacted] and advice her merchandise has became available Compensation has already been given to Ms [redacted] for the delay in deliveryIf Ms [redacted] would like, she can also reselect new merchandise that we have in stock or take a full refundI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me directSincerely, [redacted] Phone: ###-###-####Fax: ###-###-#### [redacted]

On 02/03/2017, Ms [redacted] purchased a 74” Special order sleeper sofa and an 86” Special order sofaThe merchandise is scheduled to be delivered to Ms [redacted] ’s residence on 03/11/and on 04/05/2017.After receiving Ms [redacted] ’s complaint I have made direct contact with the store Manager who advised me one of Ms [redacted] ’s sofa’s were available in the store and can be delivered on 03/11/but the sleeper sofa won’t be ready until 04/05/I have contacted Ms [redacted] and advised her of the two delivery dates and she accepted datesFor the inconvenience Ms [redacted] ’s delivery fee has been waived and refunded back to her Ms [redacted] can see the refund reflect on her account within the next 3-business daysI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

The invoice in which Mr [redacted] is referencing is under the name [redacted] ***Mr [redacted] notified Store Personnel regarding delivery of the exchange merchandise delivered to Ms***’s residence on 11/05/Mr [redacted] advised the Princeton armless chair and the reclining chaise had no paddingThe General Manager has advised Ms [redacted] can anticipate the delivery of her exchange merchandise at her residence on 11/12/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 03/01/2013, Mr [redacted] purchased the Bianca Honey 3-piece sofa, love seat and accent chairMr [redacted] also purchased the Yellow and Orange Metal wall décorThe merchandise was delivered to Mr [redacted] address on 03/7/On 01/05/2016, Mr [redacted] notified Store Personnel regarding the loss of resiliency in his cushionsAt that time, MrGreer was advised we would send service to take pictures to determine resolutionThe service technician did advise that the cushions are losing resiliency and we would need to complete a repair to add foam to the cushions of the Bianca Honey sofa and love seatMr [redacted] was set for service on 02/04/The service technician reported back that Mr [redacted] refused the service set up for 02/04/After receiving Mr [redacted] Revdex.com Complaint I reached out to the General ManagerThe General Manager has advised that per the warranty we are able to repair the Bianca Honey sofa and love seatMr [redacted] will need to contact the General Manager at ###-###-#### to ensure the repair is scheduled and completed without any further inconvenienceI 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] Phone: ###-###-#### Ext: ***# Fax: ###-###-#### Kedeanna.R [redacted] @AmericanSignature.com

On 02/22/2017, Ms [redacted] purchased the White River Plush queen mattress set, Serena Onyx chest, Serena Onyx dresser and Mirror, Serena Onyx nightstand, and the Serena Onyx queen bedEverything except the chest and dresser with mirror was delivered to Ms [redacted] residence on 02/28/2017.After receiving Ms [redacted] complaint I have spoken with the store Manager who has advised me the remaining merchandise is out of stock at the moment and there is no way Value City Furniture can get the merchandise any sooner from the vendor Once the merchandise becomes available Value City Furniture will deliver the merchandise to MsPhelpsThe expected date of delivery is 04/27/17.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 have confirmed with [redacted] that Ms [redacted] is scheduled on Monday, 9/11/for a final inspection [redacted] will need to inspect the entire home for any bed bug evidence and document the findings Once the report has been finalized, we will receive a copy of the inspection and take the necessary steps going forward

On 1/14/17, Ms [redacted] purchased the Peyton Taupe 2-piece sectional, the Neo Classic Cherry queen bed, the Valencia sofa table, and the Neo Classic Cherry nightstandThe furniture was delivered to Ms [redacted] ’s residence on 1/19/17.We understand Ms [redacted] ’s concerns and apologize for any inconveniences that may have been caused by the issues with the furnitureThe General Manager at the store location has allowed M [redacted] to reselect to a different living room setMs [redacted] has made her selection and received her new furniture.If Ms [redacted] has any further questions or concerns, she can contact the store location at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####

I apologize for the continued delay Ms [redacted] has experienced I have confirmed that the requested refund check was mailed to Ms [redacted] on 08/04/2015.Additionally, Ms***’s bookcase will be picked up for a full refund on 08/12/ Once the merchandise is returned, Ms***’s refund check will be mailed to her residence within business days.I apologize for any inconvenience Ms [redacted] may have experienced