Value City Furniture

I am rejecting this response because: Their website does not state that they have the right to cancel my order at any time The following disclosure has been taken directly from Value City's Websiteand I quote the following exactly as it is listed...Pricing and Other ErrorsPrices shown for items on this website's product pages and in your shopping cart are for merchandise onlyAn estimate of the total cost of your order is available in your shopping cart, including any applicable tax, delivery or other feesThe final cost will be available for your review prior you complete your orderWhile we strive for accuracy in the pricing displayed on this website and the other product information we provide, errors can occurIn 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 cancelledAny payments that have been authorized for that order will immediately be reversedShould you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policyIn this specific paragraph it does not state that they have the right to cancel my order at any time If anything, it shows that I'm correct and they need to honor my pricing The sentence that reads "we expressly reserve the right not to honor pricing errors on this website when accepting an order online" says that they reserve the right not to honor pricing when they are ACCEPTING an online order When I purchased the set, they sent me my order number with the following customer tracking..ORDER TRACKING:1.) Order placed - Completed2.) Order Processed- Completed3.) Order Filled- Completed4.) Out for Delivery- Not CompletedNot only did they ACCEPT my order, but they PROCESSED my order which means their disclosure is no longer valid It specifically states that they will not honor an order when accepting the order which they did It does not say at any other time they can cancel my order That statement is right before they say they have the right to cancel my order which implies they can only do so at a certain time in the purchase, otherwise, they would have stated they can cancel my order at any time I would also like to include this other disclosure that was taken directly from their website...and I quote...Are the prices in my Shopping Cart guaranteed?We make every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnightAs a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been processedPlease note, we reserve the right not to accept your order in the case of a pricing error or other technical issueIn the rare instance that your order is not accepted, you will be notified immediately and your card will not be chargedThis specific disclosure states that prices stored in my shopping cart are subject to change UNTIL I have actually placed my order and it has been processed My order WAS processed, I received an order confirmation number showing it was processed and also another confirmation in my order tracking saying that my order was processed and filled, oooo and by the way my account was CHARGED for the purchase completing the process This specific paragraph states that my price is now locked in and is not subject to change.What Value City is doing is completely wrong and I will take any means necessary to get the product that I purchased at the price I paid for it and was charged Thank you Regards, [redacted] ***

On 2/5/2018, Ms [redacted] purchased the Ricardo Brown 2-piece sectionalThe furniture was picked up from our Camp Creek location on 2/10/2018.We understand Ms [redacted] ’ concerns and apologize for the experience that she has had with our companyBecause Ms [redacted] picked up her merchandise, she will be required to return it to the store for service and repair (please see back of receipt for this information) Ms [redacted] will need to contact her local store and let them know when she will be bringing the furniture in for service Any issues that are deemed to be a manufacturer’s defect will be eligible for repairIf Ms [redacted] would like for one of our technicians to visit her residence to assess the damage, then she will be responsible for paying a one-time fee of $69.99.If Ms [redacted] has any questions or concerns, she can contact the General Manager at the store location at ###-###-####She can also contact Customer Care at 1/###-###-#### and one of our agents can assist her.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

I have contacted the store and advised them that Ms [redacted] has an in-store credit that does not expireI have also sent email conformation to Ms [redacted] directly to avoid any discrepanciesI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she 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 meI am going to search on their website and will order it as suggestedIn case there is any issue/problem I will respond to Revdex.comThanks for providing assistance and helping out

On 2/1/2015, Mrs [redacted] made her purchase of the StMalo 3-piece sectional with extra componentsThe furniture was delivered to her residence on 2/7/2015.We understand the level of frustration that Mrs [redacted] has experienced and apologize for the issues that she has had with our companyOur store location’s Management team have reached out to Mrs [redacted] and resolved the issue by exchanging the furniture for her.If Mrs [redacted] has any further questions or concerns, she can contact the store location at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

At this time Value city Furniture has offered everything we can to accommodate Ms [redacted] During her purchase the promotion was free delivery or months no interestThe store manager has provided Ms [redacted] with free delivery and updated her promotion to months no interestAlso we have serviced Ms [redacted] bed and have an even exchanged scheduled for Ms [redacted] to remove the floor model and deliver a new living room set this week to Ms [redacted] residenceI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

I purchased the reclining sofa for and the other sofa for with off My estimation of the 80% value is I would like to resolve this issue, but I am not satisfied with $for couches that totaled $ I paid a total of $dollars for delivery and the warranty, which is ineffective I don't think that it is too much to ask that the store offer an appropriate value for furniture that they sold If they can't stand behind their products then they should not sell them in the stores Obviously this item is manufactured poorly if they have to include cracking and peeling as an exclusion to the warrantyFurther, I don't understand why we are dealing with someone in the South Bend store when we purchased the items in Kalamazoo, Michigan When we had to replace the recliner at the kalamazoo store, there were sofa's in the back room that had the same issue that we are experiencing Value City is a multi-million dollar company that can afford to treat it's customers right I am not asking for anything that is not deserved Just replace the items with the correct value or fix them I will submit a copy of the receipt tomorrow

On 06/27/2015, Ms [redacted] purchased the Sundance Mocha piece Power sofa and LoveseatThe merchandise was delivered to Ms***’s residence on 07/01/2015.After receiving Ms***’s complaint I have been advised that any warranty discrepancies would have to be handled by the Pure Promise warranty companyI have see that Ms [redacted] made her purchase on the Value City website and the Pure Promise warranty policy is on the website where it states any incident must be filed within days from the incidentMs [redacted] may dispute her denial by emailing ([email protected])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 do not agreed that they replaced the mattress again in I bought a new set of mattress in January which is the one that sink in both sides that I called Apparently the quality of their mattress is not good.They do not replace as a courtesy The mattress have guarantee.Thank You

I understand MrEsmerovic’s frustrations and apologize for any inconvenience Unfortunately, the stains have voided the warranty and we are unable to return or service due to the possible unsanitary condition MrEsmerovic’s warranty was provided at the time of delivery for review of the coverage’s and limitations In the event stains were not present, the mattress could have been serviced according to the manufacturer guidelines.Sincerely,Jenna C [redacted] Phone: ###-###-#### Ext: ***Fax: ###-###-#### [redacted]

On 2/21/Mr [redacted] purchased the Monterey 3-piece living room set, the Clarity cocktail table, and two end tablesThe items were delivered to his residence on 3/1/I have spoken to the store Manager who states that they are willing to allow Mr [redacted] to return his items for a refundOur delivery center has contacted Mr [redacted] who was requesting more time to see if he would like to do a refund or if he would like us to order the furniture he was missingTo schedule a piof the furniture so that we may refund him or if he would like to keep the furniture and have us order the missing piece, Mr [redacted] may call ###-###-####I apologize for any inconveniences this has caused Mr [redacted] If Mr [redacted] has any further questions or concerns, he may contact the store directly Sincerely, Marian H***

This does not resolve the issue that the bed has been broken for months now and the store has agreed to refund the entire bed portion but has not in FULLI also have been very willing to work with you and your team to only get promises to fix the issue to no availI Have left them a few VM's, used your "chat" option on your site to no avail, I have called corporate to no availI can't schedule an appointment through Revdex.com and neither have you held up your end of the refund and promise to fix the unitPlease call me ###-###-####

On 02/08/2012, Mr [redacted] purchased the 3-piece Ciera Brown sectional and the 5-piece Vodara II queen bedroom set This merchandise was delivered to Mr [redacted] ’s residence on 02/17/2012.On 01/09/2015, Mr [redacted] contacted Uniters NA (the warranty administrator) to file a claim regarding cracking and peeling According to the claim notes; Mr [redacted] was advised that cracking and peeling was not covered under his warranty Additionally; the claim states that only accidental rips, tears and burns are covered, which is stated on Mr [redacted] ’s warranty documents According to the claim notes; Mr [redacted] continued to ask the Uniters NA Associate if the warranty would cover the claim if he ripped the sofa and called right back.The pictures Mr [redacted] has attached are not examples of tears but rather cracking and peeling, which is not covered under the terms and conditions of his warranty However, the General Manager is willing to offer a courtesy one-time exchange of the merchandise included in the Uniters NA claim I have also attached a copy of Mr [redacted] ’s 7-year Leather Protection Warranty for review of future claims should any accidental burns, rips, tears or stains arise Mr [redacted] may contact Store Personnel directly to schedule the one-time exchange on the sofaI have added notes to his account explaining the terms set in my above correspondenceIf Mr [redacted] has any further questions or concerns he may contact me direct

On 02/17/2014, Ms [redacted] purchased the Wyoming Godiva 5-piece home theater sectionalThis merchandise was delivered to Ms [redacted] ’s residence on 03/12/Ms [redacted] contacted Store Personnel to advise that the Wyoming Godiva armless recliner seat was sinkingMs [redacted] was advised by Store Personnel that she did not purchase any extended warranty and is no longer coveredOn 08/05/we received the inquiry regarding the Wyoming Godiva armless recliner seat sinkingIn the interest of customer service, the General Manager has offered to exchange Ms [redacted] s’ merchandiseMs [redacted] can anticipate the delivery of her exchange merchandise at her residence on 08/11/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On10/11/2015, Ms [redacted] purchased the Neo Classic Cherry 7-Piece queen bedroom set, Neo Classic Cherry chest, Alisa Lux queen mattress, and queen boxspringMs [redacted] received delivery of the Alisa Lux queen mattress, Neo Classic Cherry dresser and Chest on 10/24/Ms [redacted] was notified that the remaining merchandise was delayed by the manufacturer and would be delivered on 10/29/After speaking to the General Manager has advised Ms [redacted] received the remaining merchandise delivered on 10/31/I apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

We would like to offer our deepest apologies for the trouble you had to experienceThis situation is not ordinary and these incidents are not typical of usWe are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respectWe appreciate that you understand that mistakes sometimes happen despite the numerous checks and measuresWe are very sorry that this happened to you but rest assured it won’t happen again

In the interest of Customer Service, I have requested a courtesy service through [redacted] (our service company) Please note that this is a service only as Mr [redacted] no longer has structural warranty on his merchandise Mr [redacted] ’s claim number is [redacted] and he can expect to receive a contact within 48-hours to schedule a date for service

On 02/16/Ms [redacted] purchased the Maverick Brown 3-Piece sofa, loveseat and rocker reclinerThe merchandise was delivered to Ms [redacted] ’s residence on 02/21/On 11/16/2015, Ms [redacted] notified Store Personnel regarding her Manufacturer WarrantyMsEdwards was advised that her merchandise did carry a year manufacturer warranty that expired on 02/21/In the interest of Customer Service, the General Manager has offered to send a service technician to Ms [redacted] ’s residence on 11/23/to inspect the merchandiseI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me directSincerely, Kedeanna R [redacted]

[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 [redacted] , and find the resolution is satisfactory to me Regards, [redacted] ***

I apologize for Ms [redacted] ’s frustrations and for any inconvenience she may have experienced After speaking with the General Manager, we have authorized Ms [redacted] to keep her merchandise and issue a refund of $ This merchandise will become and will not carry a warranty I apologize that we will be unable to issue a full refund for Ms [redacted] ’s merchandise as we have offer a full store credit for her to choose new merchandise and offered to repair the set or even exchange