Value City Furniture

On 02/13/2015, Ms. [redacted] purchased the Scenic Path Queen mattress set and the Bally Black queen bed. The merchandise was delivered to Ms. [redacted] on 02/27/2015. Upon receiving Ms. [redacted] complaint I have spoken with the store Manager who has advised me several mistakes were made with Ms. ***... replacement and at this time we are even exchanging the entire bed for 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.

On 10/31/2015, Ms [redacted] purchased the 3-piece Mandalay Chocolate livingroom set and a Bell Aer sofa and cocktail table through the AcceptanceNow program This merchandise was delivered to Ms [redacted] s residence on 11/07/2015.I apologize that Ms [redacted] s delivery did not go as expected Unfortunately, we did not meet her—or our own—expectations We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.Ms [redacted] is scheduled for an exchange of the Sofa on 12/11/and the delivery team will also set up the tables at that time The General Manager has also offered a refund of Ms [redacted] s delivery feeMs [redacted] can contact the store directly for details of this refundMs [redacted] signed her contract with AcceptanceNow; therefore, Value City Furniture will be unable to offer any compensation for her payments Value City Furniture has no legal right to refund or alter an AcceptanceNow contract.I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me directSincerely,Jenna C [redacted]

I as well as the General Manager have tried to reach out to Ms [redacted] to schedule an exchange Unfortunately, I am out of the office before PM and unable to leave a message as the voicemail inbox is full At this time, we have an exchange set up for Ms [redacted] on 9/19/between 10:and 1: If this timeframe does not work for Ms [redacted] , I kindly ask that she call me or the General Manager to schedule a different date She can also reach out to me via email if that works better than calling

[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 11962198, and find the resolution is satisfactory to me Regards, Debra [redacted] 02/23/2017-- I did received a call from the south boulevard location in charlotte, and was told that I can pick up the refund today I hope it will be ready

On 06/02/16, Mrs [redacted] used purchased the Bally Black Dresser & Mirror, the Bally Black Chest, and the Bally Black NightstandThe Merchandise was delivered to Mrs [redacted] ’s residence on 06/29/After reviewing Mrs [redacted] ’s complaint I have reached out to the Aurora location to get a resolution for Mr/Ms [redacted] I have spoken with MrRamone the claims Manager, who stated he will make direct contact with MrMs [redacted] to request a date to repair Mrs [redacted] ’s homeI apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

While I understand Mr***’s frustrations, stains void the warranty on all mattresses Any stains deem the mattress unsanitary and we will be unable to exchange or repair the mattress due to this occurrenceWarranty packets are included at time of delivery and are attached to the mattress for Customer’s review I apologize for any frustrations this may cause

I reviewed the response made by the business in reference to complaint ID 10863560, and find the resolution is satisfactory to me pending the detailed resolution if completed I spoke to Bob(General Manager) first time today November He stated he will process the $refund via check from his headquarters and it should be ready for me to pick up on November at the store here in Jacksonville

I apologize that Mr [redacted] did not receive a follow up contact regarding his complaint I have been advised that we are scheduled to pick up Mr [redacted] ’ merchandise on 05/14/because he is unable to choose an alternate set from our current collection Mr [redacted] will receive a full refund once the merchandise has been returned.If Mr [redacted] has any further questions or concerns he may contact me direct

After reviewing Mr***’s complaint I have looked at his invoice and see that the delivery fee was not refunded, I have refunded the delivery fee and the refund should reflect Mr***’s account within the next 3-business daysThe taxes have already been refunded with the merchandiseThe only thing on Mr***’s invoice at this moment is his wall art that he did not returnAn updated receipt has been sent to Mr***’s email to reflect the refundI apologize for any inconvenience Mr***’s may have experienced If Mr***’s has any further questions or concerns he may contact me direct

Dear Revdex.com:This letter is in reference to my complaint ID [redacted] against Value City and their responseIam not concerned with the conversation and transactions Value City claim they had with Booker [redacted] on his charge cardMy concern is the account I have at Value CityWhen I applied for a creditcard at Value City, I did not apply for a joint account; I am the only authorized user on the account Iapplied for.Value City response does not exonerate them from that fact that they decline to follow protocol,when the damage furniture was returned to the storeMiguel P [redacted] , the salesperson, and Value CityFurniture neglect to refund credit back to account ending in [redacted] and notify the creditor, SynchronyBank, of a refund due of $986.44.I will enclose letters from Synchrony Bank, stating why they cannot remove the charges fromValue CityThe first reason they stated, Value City claim I was not due a refund because the Clarion BedSet had been deliveredValue City sent them pages of sales receipts instead of delivery slip as proofof deliveryGE Capital called me twice (months apart), to confirm I had received the merchandise, inwhich I had not.In the second letter Value City's explanation changed and they told the creditors there was anexchange, an exchange I am not aware of neither did I authorizeI did not hear from Value City nor did Ireceive any conformation from them that they had received the furniture back and accredited accountmy accountTherefore, in October 2014,l did inquire about the $being accredited back to myaccount, In which MrP [redacted] had stated he had refunded the credit back to account ***It appears heconveniently neglected to notify Synchrony Bank of the refund because no refunds have been posted onthe credit statement ending in ***That credit card statement has already been submitted to Revdex.com.The third diversified allegation from Value City accusing Mr [redacted] of making these chargeswas sent to youI am enclosing a letter from [redacted] [redacted] , stating he does not want to be involved inthis dispute or any for that matter because he does not have an account with Value City or SynchronyBankHe would like for Value City to provide you and him wlth the application he allegedly filled out toobtain the said credit card and the receipts with his signature.I have to say that all this could have been avoided if Miguel P [redacted] and Value City hadreimbursed the $credit back to account ending In [redacted] and notified the creditor, SynchronyBank, of the refund when the damaged goods was returned to Value City instantaneously.I hope to get this matter resolve and the refund that's long overdue approved, I sense that if thiscontinues Value City will try and come up with another extenuating circumstance to justify theirblunder

On 04/18/2015, Ms [redacted] purchased the 7-piece Dimora White queen bedroom set, the Cerise Luxury queen mattress/boxspring with an adjustable base and table lamps and floor lamp This merchandise was delivered to Ms [redacted] ’s residence on several different deliver dates and all merchandise was delivered by 05/07/with the exception of the table lampsI apologize that Ms [redacted] is unsatisfied with her merchandise and for any frustration this may cause The Store Manager has advised that we are more than happy to address any issues with the merchandise covered under the manufacturer warranty On 7/30/2015, a Service Technician visited Ms [redacted] ’s residence to take photographs of the issues she had reported with the furniture While some merchandise did display a minor scratch or dent, some issues were manufacturer imperfections The General Manager had offered for Ms [redacted] to receive an exchange but was advised that the Manufacturer imperfection could not be corrected.On our last attempt at an exchange to satisfy Ms [redacted] , she refused the merchandise because she had requested to return the entire order Unfortunately, Ms [redacted] does not qualify for a refund according to our policy and warranty.In the interest of Customer Service, the General Manager also offered Ms [redacted] to choose replacement merchandise, which she did accept According to Ms [redacted] on the day of delivery, the merchandise was damaged and the delivery team did not remove it from the truck Once the merchandise had returned to the Store, it was determined that one piece was damaged and the delivery should have been accepted with the exception of the damaged merchandise.On 8/21/2015, Ms [redacted] ’s Niece contacted our Corporate Office and was advised that we could redeliver the replacement merchandise or she could receive a refund for the additional amount that she had paid She was also advised that we would off a discount on her original merchandise for her to keep the merchandise without any further warranty At that time, we were advised that she would be contacting her Attorney.On our last contact with Ms [redacted] , she opted to cancel the replacement merchandise and received a refund We have not received any further contact from Ms [redacted] .Finally, the General Manager has offered for Ms [redacted] to keep the bedroom set for $ If Ms [redacted] would like to accept this final offer, she may contact the Store.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 spoke to Karema earlier today and thanked her for helping me with my complaintHowever, when I got home from work my husband told me when he called the same American Signature furniture store he was told by someone named Muhammad that only corporate could assist him with his orderThen, when he was transferred to corporate he kept speaking with different people who would tell him they have to read the notes from his case and then would be placed on hold then would get disconnectedAlso, my husband said he was told we were scheduled for a pickup for next monthI know it's the holiday so Karema at your convenience can you please call me or my husband and assist us in trying to order these items please? Also if you could confirm again the percentage of our credit so we won't go over that amountAgain my number is ###-###-#### and my husband, ***'s number is [redacted] ***Thank you so much

On 2/19/2018, Ms [redacted] initiated a purchase at one of our Value City Furniture store locationsThe order was cancelled the same day.We understand Ms [redacted] ’s concerns and apologize for the experience that she has had with our companyMs [redacted] ’s refund was processed the same day that her order was placed, and it still must go through the same process as other refundsMs [redacted] should allow 2-business days from the date of processing for the refund to reflect on her cardIf Ms [redacted] has any further questions or concerns, she can contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 02/08/2012, Ms [redacted] purchased the 3-piece Mateo Chocolate livingroom set, of the Colorworks twin beds and the Colorworks chest This merchandise was delivered in full to Ms [redacted] ’s residence on 2/25/2012.I apologize for the time it has taken to resolve Ms [redacted] ’s inquiries In the interest of customer service, the General Manager has agreed to allow Ms [redacted] to return the Mateo Chocolate livingroom set for an in-store credit Ms [redacted] has since visited the Store and chosen replacement merchandise She is scheduled for an exchange at her residence on 10/6/2015.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 02/04/2016, Ms [redacted] purchased the Townsend tv stand, the Mako cocktail table and end tableThe merchandise was delivered to Ms [redacted] address on 02/10/After receiving Ms [redacted] Revdex.com complaint we notified Store Personnel regarding Ms [redacted] complaintIn the interest of Customer Service the General Manager has contacted Ms [redacted] to offer a refund of the delivery feeThe delivery fee was completed today 02/22/in amount of $Ms [redacted] can anticipate the refund back in her account within 3-business daysI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

I have received my refund, and the furniture has been returned to the retailerNo further assistance is neededThank you, I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

The business has not provided an honest or complete response to my complaintThis refund was not received by my bank for three business days following the initial transactionUsing the word "processed" to describe holding my money without my consent does not remedy the fact that this was done.I have repeatedly asked representatives of the business for a personal contact from a manager to clearly and completely explain what "processed" meansThe refund was NOT submitted to my bank on the same day as the payment was taken, nor was I advised that there would be a multi-day delay in refunding my money when the option to place the price hold was given to me by the store associate.The exact same vague response presented to me by associates who hung up on me, refused to provide their employee IDs, and refused to escalate my concerns to a supervisor is not a satisfactory answer

The General Manager has tried to contact Ms [redacted] to offer assistance and help resolve these issues Ms [redacted] can contact the General Manager directly at ###-###-####and advise that she is following up on her claim with the Revdex.com

On 02/12/2012, Mr. [redacted] purchased the Specter 5-piece dinette. Mr. [redacted] picked up the merchandise on 02/10/2012. 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. Mr. [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange. If Mr. [redacted] chooses merchandise that costs more than his original purchase, he will be responsible for paying the difference. 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 did leave a message for MsH [redacted] last week and received no phone call The store manager left a message last week as well but did not leave a number to call backIn addition , he indicated he'd call me back last Friday but as usually with value city furniture, I never received a call