Value City Furniture

The options provided did not remedy my problemNone of the options provided me with service equal to what our sales agreement statedAt this point in time, I've gone nearly weeks without said items, missed having them for a housewarming party, and have spent numerous hours trying to figure out what to do At this point, the sales offered online are better offers than the one I purchased under Seeing as though even your call center staff cannot help me as well, I'll all you directly For the numerous failed attempts at correction, can your company do any of the following-Offer us free shipping, as well as the online deal currently being shownAnd upgrade us to the power option at a discounted rate-Offer us free shipping,the deal currently being shown online, and add the recliner at a discounted rate

a mattress is a huge purchase and investment for our family in which we trusted Value City FurnitureDuring a purchase Value City employees love to throw around the assurance of the warranties, but in reality when you actually need to use it it never is covered! 20% is not nearly enough to help us purchase a new mattress in a situation were our warranty accordingly to the floor staff should have been covered Regards, [redacted]

On 02/05/2016, Ms [redacted] s purchased the Cordoba Chocolate piece sectionalThe Merchandise was delivered to Ms [redacted] ’s residence on 02/11/After reviewing Ms [redacted] ’s complaint I have spoken with the store Manager who has stated that Ms [redacted] ’s can have a full reselect for her piece sectional That means Ms [redacted] ’s can go into the store and pick a new sectional at the original cost of the sectional At this time a refund can’t be granted for Ms [redacted] ’s due to her having the furniture past the day return policy time frameI apologize for any inconvenience Ms [redacted] s may have experienced If Ms [redacted] s has any further questions or concerns she may contact me direct

The invoice in which Mr [redacted] is referencing is under the name Alex Hinken On 08/23/2014, Mr [redacted] purchased the 2-piece Mojo Gray sectional This merchandise was delivered to MrHinken’s residence on 08/28/ As a result of the Service Technicians visit, Mr [redacted] was authorized to choose new merchandise because the merchandise was not able to be repaired On 08/14/2015, Mr [redacted] received the exchange of the 5-piece Aventura sectional and returned the Mojo Gray At this time, Store Personnel has contacted Mr [redacted] and left a voicemail to offer compensation for his inconveniences I kindly ask that Mr [redacted] contact the Store for additional assistance

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI have spoken with the Value City Furniture Niles, IL store manager, Miguel, and he credited me 60% of the value of the sectionalHe stated that when I provide my name the credit will appear on my accountI asked for a written statement of this, and the attached email was provided

I accept this response, providing the replacement furniture to be delivered will be free of defects

I reviewed the response made by the business in reference to complaint ID [redacted] , which is requesting specific and whole pictures of furniture sent to BBB. I originally sent several pictures to VCF at Orland Park were the furniture was purchase and to the manager [email protected]. I agree to the request to send pictures again.

Saturday I received a call with regards to the photos that were take of the furniture in questionVCF's Nick R*** told me to go and choose furniture of equivalent valueI went straight away and chose another set that seemed to be of better quality and was told that it would be exchanged on the 18th! Thank you so much for helping in the resolution that I was unable to reach!

On 05/17/2015, Mr [redacted] purchased the piece Landon leather sectionalThe merchandise was delivered to Ms***’s residence on 05/21/2015.Upon receiving Mr***’s complaint I have spoken to the store Manager who has advised me that he has contacted Mr [redacted] and left him a voicemailI am aware that we can offer Mr [redacted] a reselect to a new sectional with an in-store credit of $At this time the store Manager feels that a full refund is not an option but is willing to speak with Mr [redacted] to discuss other optionsI apologize for any inconvenience Mr [redacted] may have experienced If 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 7/11/2016, Ms [redacted] purchased the Jordan twin corner bed, the Dimora twin bed, one twin Bunkie board, an adjustable base and the Rialto Onyx 2-piece sectionalThe merchandise was delivered to Ms [redacted] ’s residence on 7/15/216.Upon reviewing Ms [redacted] ’s complaint I have been informed that a manager from American Signature’s corporate office has spoken to Ms [redacted] and the agreement of a partial refund and a service call has been issuedMs [redacted] accepted the attempt to resolve the complaint.I 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 09/04/Mr [redacted] purchased the Vantage power massage lift chairMr [redacted] picked up the merchandise on 09/10/On 11/29/Mr [redacted] notified Store Personnel regarding a dent in his cushionMr [redacted] was advised that we would send a service technician out to his residence to view the damageThe service call was completed on 12/09/After receiving Mr [redacted] ’s Revdex.com complaint the General Manager has agreed to replace Mr [redacted] ’s Vantage power massage lift chairMr [redacted] will need to contact the General Manager at 412-653-to set up the exchangeI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

I will accept the credit back to my acceptance one account, however, I do not feel as though I should be doing the leg work as far as contacting the store to arrangeas I have had multiple conversations with the "management" staff there and they are both unprofessional and not helpful And just to correct a statement in your response, the furniture was partly deliveredThe bed was damaged and was re-delivered and assembled days laterYou also did not address the couch that has leather that is discolored, which shows that this is not quality furnitureI need something done about that immediatelyIt has been over weeks since the technician has been out and took pictures of this low quality couch and I have yet to hear back from your store on a resolutionSo again, I will not be doing the leg work and reaching out to your companyI expect to hear from someone ASAPAs I stated in my complaint, which was clearly ignored and disregarded, I expect a replacementMy next step is an attorney as well as the local news stationsI need ALL of my issues to be addressed

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 09/24/2014, Ms [redacted] purchased a one-only West Village livingroom set This merchandise was delivered to Ms [redacted] ’s residence on 9/27/2014.I apologize for the delay in resolving Ms [redacted] ’s inquiries I have been advised that the parts were sent to the incorrect address and therefore; Ms [redacted] never received the necessary parts to complete her service.I have contacted Ms [redacted] and left a voicemail asking her to confirm the pieces in her residence so we can schedule an exchange I look forward to hearing back and being offered the opportunity to complete this inquiry.Sincerely,Jenna C [redacted]

On 03/19/2016, Mr [redacted] purchased the Cordoba 3-pieceMr [redacted] picked up the merchandise on 03/22/After receiving Mr [redacted] ’s Revdex.com complaint we reached out to the General Manager regarding the poor Customer Service Mr [redacted] received at the local store in Richmond, VAIn the interest of Customer Service we have refunded Mr [redacted] in the amount of $back to the card used at the time of purchaseMr [redacted] will need to allow 3-business days to receive the $refundI would like to apologize to Mr [redacted] for not being provided the level of service that our store associates take pride in offeringAgain, we apologize for the inconvenience, and wish to thank Mr [redacted] for taking the time to reach out to us with his concernsMr [redacted] may call me direct with any questions or concerns in the future

On 06/25/2017, Mr [redacted] purchased the Toronto Pecan queen bedThe merchandise was picked up at the Smyrna, Ga location on 06/I have spoken to the Manger at the store and was advised that American Signature must follow the company policyThe company policy is states as follows; A promotion can be added to a customer invoice any time prior to deliveryOnce the merchandise is delivered the customer cannot change or add a previous promotion to his orderAmerican Signature Furniture will not be able to add an Independence Day Sale to Mr [redacted] ’s invoice due to him picking up merchandise past the promotion deadline.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me directSincerely,Karema H***

On 2/11/2018, Ms [redacted] made her purchase at one of our Value City Furniture store locations.We understand Ms***’ concerns and apologize for the experience that she has had with our companyMs***’ order was cancelled on 2/22/and her refund is being processed by AcceptanceNowMs ***’ complaint has also been forwarded to upper management within Customer Care for review.If Ms [redacted] has any further questions or concerns, she can contact Customer Care at 1/###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

The General Manager has agreed to allow Ms [redacted] to keep her merchandise and issue a full refund Her refund check will be issued on 08/18/and will be expedited to her address in Fort Mill, NC Ms [redacted] should anticipate her refund check arriving at her residence on 08/19/

On 11/02/2014, Mr [redacted] purchased the piece Wyoming SectionalThe merchandise was delivered to Mr [redacted] ’s residence on 11/08/After reviewing Mr [redacted] ’s complaint I have made contact with Uniters and was informed that the warranty Mr [redacted] has covers any accidental burns, rips, tears or stains and pet and humanly bodily fluidsThe warranty also covers the structural integrity of the frame as well I was informed that the stains Mr [redacted] reported have been serviced Pet damage is not covered in the warranty and that part of the claim has been deniedUnfortunately we cannot service the pet damage done to Mr [redacted] ’s merchandise.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact the store direct