Value City Furniture

An Email was not received to answer you back Could you please send that email that I may open and see what their {Value City Furniture} result answer was They have yet to refund my dollars and I am planning to submit a complaint with the Attorney GeneralThank You

On 08/31/2006, Ms [redacted] purchased the Beecher Village king mattress and boxspring, a king size bed frame, an entertainment armoire and the Plantation Cove storage cabinet This merchandise was delivered to Ms [redacted] ’s residence on 09/05/2006.Ms [redacted] contacted Store Personnel on 07/14/advising that her mattress was sinking and asked for a new mattress It was determined by the Service Technician’s report on 07/29/that the mattress depression did not meet manufacturer’s standards for replacement It was also noted that several stains were on the mattress and the proper foundation was not being used.According to Ms [redacted] ’s mattress warranty; mattresses not used with the correct foundation and stained or soiled mattresses are not covered I have attached this warranty for further review.Unfortunately, a Service Technician visited Ms [redacted] ’s residence again on 08/25/and the previous notations remained the same We will be unable to service or replace Ms [redacted] ’s mattress because the indentations do not meet the manufacturer specifications and the stains have voided the warranty

The General Manager has contacted Mr& Mrs [redacted] on 12/30/Mrs [redacted] was advised of why we would need to send a service technician to her residenceMrs [redacted] also advised the General Manager that she would send pictures to view the merchandise damageAt that time Mrs [redacted] advised to contact her on Wednesday 01/06/The General Manager will contact Mr& Mrs [redacted] on 01/06/to discuss the resolution regarding the merchandise damageI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he 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 me Regards, [redacted] ***

On 06/28/2015, Ms [redacted] purchased the StMalo Brown power recliner and the Andrea Java sofa lounger This merchandise was delivered to Ms***’s residence on 07/01/2015.I apologize for any frustrations Ms [redacted] may have received in regards to her [redacted] Financial promotion I am pleased to advise that I have contacted the bank and changed Ms***’s promotion to months as requested This change will reflect on her account within 7-business days and will update on her statement within 1-billing cycles.If Ms [redacted] has any further questions or concerns she may contact me direct

On 5/7/2016, Ms [redacted] purchased the Dimora White 6-piece queen bedroom set and the Canal StFirm queen mattress This merchandise was delivered to Ms [redacted] ’s residence on 5/19/2016.At Value City we take pride in our customer’s satisfaction Unfortunately, we did not meet Ms [redacted] 's—or our own—expectations We understand that time is very valuable and strive to make every shopping experience EASY for our CustomersAccording to Ms [redacted] ’s invoice, we are scheduled to deliver a new dresser to her residence on 6/16/ I kindly ask that Ms [redacted] please contact the delivery store at 216-910-to make alternate arrangements if that date does not work for her or if other pieces need attention.Again, I apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me or the General Manager direct

On 06/28/2014, Mr./ Ms [redacted] purchased the Dakota Java piece living room setThis merchandise was delivered to Mr./ Ms***’s residence on 07/02/ Mr./ Ms [redacted] also purchased the Pure Promise year warrantyUpon receiving Mr./ Ms***’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./ Ms [redacted] to return the merchandise for an in-store credit Mr./ Ms [redacted] will need to go to the store to choose replacement merchandise and arrange the exchange If Mr./ Ms [redacted] chooses merchandise that costs more than the original purchase, they will be responsible for paying the difference.I apologize for any inconvenience Mr./ Ms [redacted] may have experienced If Mr./ Ms [redacted] has any further questions or concerns they may contact me direct

On 02/05/2016, Ms [redacted] purchased the Justine Plush queen mattressThe merchandise as delivered to Ms [redacted] ’s residenceMs [redacted] notified Store Personnel regarding delivery of the wrong mattressAfter receiving Ms [redacted] ’s Revdex.com Complaint the General Manager has offered credit in the amount of $to select a new mattressIf Ms [redacted] select a mattress that cost more than $499.99, Ms [redacted] will be responsible for the differenceIf Ms [redacted] accepts this offer of credit she will need to contact the General Manager at 302-838-to schedule the exchangeI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has a ny further questions or concerns she may contact me direct

On 9/25/2015, Ms [redacted] purchased the Plantation Cove black 6-piece queen canopy bedroom setThe merchandise was delivered to Ms [redacted] residence on 10/01/On 10/31/2015, Ms [redacted] notified Store Personnel regarding the Plantation Cove black dresser drawer not opening properlyMs [redacted] also advised that there was a deep scratch on the side of the Plantation Cove black post on the queen bedIn the interest of Customer Service the General Manager has tried to contact Ms [redacted] to resolve the problems she is having with the Plantation Cove merchandiseMs [redacted] can contact the General Manager and advise that she is following up on her Revdex.com complaintMs [redacted] can reach 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

my phone # is listed on the account, been the same for years and is listed on the complaintOn today, October 29th I left a message with CarolynShe stated the general manager will not be there until next week

On 11/30/Mrs [redacted] purchased the piece Grove Park Mocha living room set with the Grove Park Mocha ReclinerThe merchandise was delivered to Mrs [redacted] ’s residence on 12/10/2014Upon receiving Mrs [redacted] ’s Revdex.com I would like to inform Mrs [redacted] that she was provided a one year manufactures warranty that expired on 12/10/Mrs [redacted] would need to contact Uniters to report any accidental or structural damages done to her merchandise.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact Uniters directly at 877-901-

Upon receiving Ms [redacted] ’s information through the Revdex.com, I contacted the General ManagerIn the interest of customer service, the General Manager has agreed to allow Ms [redacted] to choose new merchandise with in-store creditMs [redacted] will need to go to the store to choose replacement merchandiseOnce the new merchandise has been selected Store Personnel will arrange the delivery and pickup the damaged merchandiseIf Ms [redacted] choose merchandise that costs more than her original purchase, she will be responsible for paying the differenceI apologize for any inconvenience Ms[redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

I apologize for the delay in our resolution regarding Mrs [redacted] s complaint I kindly ask that MrsMancuso reject this response and allow additional time for her desired resolution Please be assured that we are working diligently with the store location’s General Manager and I appreciate Mrs [redacted] s patience in this matter.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

I apologize for the delay in our resolution regarding Ms [redacted] ’s complaint I kindly ask that Ms [redacted] reject this response and allow additional time for her desired resolution Please be assured that we are working diligently with the General Manager, our Risk Management Department, and our Legal Department to resolve these issuesI appreciate Ms [redacted] ’s patience in this matter.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

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

The General Manager has also advised after following up with Ms [redacted] on 03/21/2016, that the contract delivery company has issued a check in the amount of $The contract delivery company has verified Ms***’s address to mail the check to her residenceWe have followed up with Reggie Shepard regarding the refund check for damages to Ms***’s walls at her residenceThe address was verified and the refund check in the amount of $was mailed to Ms***’s residenceI have also attached a copy of the check and documents regarding the refund check and the conversation Ms [redacted] had with the department that handle claims regarding home damage during deliveryI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

I was able to locate two invoices for Ms [redacted] regarding her complaintIn order to investigate her complaint further, I will need additional informationI kindly ask that Ms [redacted] provide details of the order in which she is referencing so we may address her complaintOnce I am able to locate the appropriate invoice, I will follow up with an offer of resolutionIf Ms [redacted] has any further questions or concerns she may contact me direct

On 08/29/2014, Ms [redacted] purchased the Bally 7-piece queen panel bedroom and the Chalen queen mattressThis merchandise was delivered to Ms [redacted] ’s residence on 09/25/As of 05/06/2015, Ms [redacted] contacted the store to advise the mattress now has lumps and is causing her some pain to her backUpon receiving Ms [redacted] ’s information through the Revdex.com, I contacted the General ManagerIn the interest of customer service, the General Manager has agreed to allow Ms [redacted] to return the merchandise for an in-store creditMs [redacted] will need to go to the store to choose replacement merchandise and arrange the exchangeIf Ms [redacted] chooses merchandise that costs more than her original purchase, she will be responsible for paying 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 offer given was a percentage of Ms***’s purchase plus the warranty back as an in-store creditCracking and peeling is not covered under the warranty and is considered wear and tearThe most we can offer Ms [redacted] is $Ms [redacted] has had her merchandise since and the merchandise has depreciated in value since the date of purchaseI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

I understand Ms [redacted] ’s frustrations and appreciate her sharing her concerns This feedback will be shared with the Management Team.Sincerely,Jenna CarpenterPhone: 888-751-Ext: 6966#Fax: [email protected]