Value City Furniture

On 4/30/16, Mr [redacted] placed an order for the Nolan Chocolate dual reclining loveseat and the Dakota Java reclining sofa to replace the original Dakota Java reclining sofa that was purchased on 9/13/and delivered on 9/19/14.Upon reviewing Mr [redacted] ’s inquiry, we have contacted the General ManagerIn the interest of customer service, the General Manager is allowing him to reselect to another recliner and Mr [redacted] will receive free delivery for the new furniture that will be deliveredMr [redacted] has been made aware of this offer and will visit the store location to finalize all plans.I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any further questions or concerns he may contact me direct

On 02/25/2016, Mr [redacted] purchased the piece Park City Gray living room set The merchandise was delivered to Mr [redacted] residence on 03/12/After reviewing Mr [redacted] complaint I have spoken with the store Manager who has advised me Value City Furniture can’t alter or cancel the warranty called Pure PromiseMr [redacted] can contact Uniters (###-###-####) and request to cancel the warranty As far as the parts for Mr [redacted] I am showing the refund was given to him after the merchandise was exchanged 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 am rejecting this response because: Regards, [redacted]

On 2/28/13, Ms [redacted] made her initial purchase with our store location in White Marsh, MDThe Casino Black sofa portion of the living room set was returned in exchange for a different collection on 3/16/The Casino Black love seat portion of the same set was returned and the Alterra Gray sofa and love seat set was delivered to Ms [redacted] s residence on 1/13/The Alterra Gray sofa and love seat set were purchased as merchandise, not carrying any type of warranty and doesn’t qualify for any extended warranties.While we understand Ms [redacted] s concerns and apologize for the issues that she has had thus far, our policy does not accommodate for furniture that was purchased AS-ISUnfortunately, we will not be able to grant Ms [redacted] s request to process a full refund or issue any in-store creditsSincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

After checking the records of both our phones, no phone call was received from anyone at the Value City Henrietta locationWe did make contact with the store today, and they advised that they will be sending another technician out at the end of the month to have 'another look' at the CouchHowever, after the last technician left, he clearly stated that there was no way to properly fix the couch and only put a 'bandaid' on it, since the main frame of the couch was brokenAt this point, we have taken off a total of work days between delivery issues, waiting for technicians, and now another day during the work weekThe level of customer service is not what was promised to us when we purchased this couch and other items for $2,500.The couch clearly has frame issues, and the couch is in the same condition now as it was before the technician attempted to fix it, and stated he was unable to fix it to the original conditionThe arm continues to crack and is not secure.We are requesting a new couch, or store credit to purchase a new couchIt is not acceptable to keep trying to put a bandaid on a clearly broken merchandise that was damaged prior to deliveryWhile I understand VCF's need for due diligence, a technician was already sent and could not repair the issueThis has been ongoing for over months now, and it is time to come to a close

Value City understands that the constant pillow exchange is tiring for Mrs [redacted] , and we apologizeThe FedEx tracking number for the paisley pillow as requested is [redacted] 4, and the expected delivery date is 5/31/by 10:AMShould Mrs [redacted] not receive her pillow, she may reject this response or contact the Mechanicsburg, PA Manager directly at ###-###-####If Mrs [redacted] has any other questions or concerns, please feel free to contact me directlySincerely, Marian H***

The reason I am rejecting this response is because after manager contact me nothing has been done I keep calling the store and always I received an excusme like manager is not in the store and now is on vacation The only time the manager contact me we agreed that if the mattress does not have an stain the mattress will be replaced Then I have a called saying they will not replaced the mattress because is not sink enough Please help to resolve this issue.Thank you

On 01/02/2016, Ms [redacted] purchased the piece Bandera SectionalThe Merchandise was delivered to Ms***’s residence 01/08/2016.After reviewing Ms***’s complaint I left a message for her to contact meShe has been offered compensation and a choice to have her recliner picked up for repair done in the storeIf Ms [redacted] chooses not to accept offer the other offer we have is a full reselectMs [redacted] is not eligible for a full refund due to her having the merchandise for almost monthsI 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 the best they can provide meNo one can take back the words said to me by the employeeI will not do business with them in the future to avoid any further mistreatment Thank you,

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me I will accept the business response if the 30% of the $purchase price is deducted using the $gift card that I received from VCF

On 07/14/2013, Mrs [redacted] purchased the Cross Gate Plush king mattress set with frame as well as the Urban Living king panel bed This merchandise was delivered in full to Mrs***’s residence on 08/08/On 08/08/2013, Mrs [redacted] contacted Store Personnel advising that her Husband’s wedding ring was missing At this time, Mrs [redacted] was advised that the delivery team would check the truck to ensure that the ring was not present Once confirmation was made that the Delivery Team did not have the ring, Mrs [redacted] was advised to contact the police department to file a report Store Personnel was not contacted again until March of regarding a service request for Mrs***’s mattress On 03/16/2015, a Service Technician visited Mrs***’s residence to inspect the merchandise It was confirmed that Mrs***’s mattress was defective and an in-store credit was offeredAccording to Mrs***’s warranty; in the event the merchandise fails due to a manufacturing defect, the exclusive remedy under this warranty will be repair or replacement of the defective product The right is reserved to substitute comparable materials or models and does not guarantee that the replacement will match the existing piece Mrs [redacted] was offered a full in-store credit to choose a replacement under the specifications of the warranty Due to the fact that Mrs [redacted] has chosen merchandise that costs more than her original purchase, she will be responsible for paying the difference We will be unable to offer a larger in-store credit than what was originally purchased Mrs [redacted] has chosen a set that is $more than her original Cross Gate Plush Mattress purchase If Mrs [redacted] would like to take advantage of her warranty, she may pay the additional amount or chose a less expensive mattress.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

I believe this company engaged in advertising and I will not be accepting their commentsI have filed with the Attorney General's office as have several other individuals Regards, [redacted] ***

On 11/23/2012, Mr [redacted] purchased the Ventana Mist 2-Piece sectional sofa and chaiseMr [redacted] picked up the merchandise on 11/29/Mr [redacted] filed a claim with Uniters and was denied coverage for “Cracking and Peeling” which is not stated as covered under the year Fabric and Leather Protection WarrantyAfter speaking with the General Manager, has agreed to refund the year Fabric and Leather Protection WarrantyMr [redacted] can contact the General Manager directly at ###-###-#### and advise that he is following up on his claim with the Revdex.com

I have reviewed the response made by the business in reference to complaint ID [redacted] , and attached are the photosIn the first photo you'll see the bunky board is clearly missing and that the bed doesn't even meet the headboard because it is sitting on the floor on those thin now cracked slatsMoreover, you can see the gap in between the bed and the frame when in actuality it should be sitting above the frameNow imagine getting out of this EVERYDAY for almost a week nowIt's not been easy and without pain

On 9/30/16, Mrs [redacted] purchased the Hanover Cherry door chest, the Marilyn drawer chest, the Clarion chest, the Mistic 68” floor lamp, and the Silver Tassle 32” table lampThe delivery of the merchandise was initially scheduled for 10/05/Due to issues with product availability from the manufacturer, the delivery was rescheduled to 10/07/The refund for Mrs [redacted] s order was processed by Customer Service in the store location on 10/07/Due to the amount of the refund, a refund check is being disbursedThe standard time frame for a customer to receive a refund check from our company is 7-business daysOur system shows that the check is scheduled to be disbursed 10/18/and FedEx to the store location, arriving possibly 10/20/Once the refund check arrives at the store location, Mrs [redacted] will be contacted.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

I understand Ms [redacted] frustrations and appreciate her and her family’s continued business In the interest of Customer Service, the General Manager has offered a refund of $ This refund will be in the form of a refund check and will arrive at the Store in Nashville, TN on approximately 07/02/2015.If Ms [redacted] has any further questions or concerns she may contact me direct

On 11/18/2017, Ms [redacted] made her purchase with Value City FurnitureMs [redacted] received deliveries from our company on 11/27/and 12/15/2017.We understand Ms***’s concerns and apologize for the experience that she has had with our companyRefunds for any order that has been delivered must be requested within the first days of possessionDue to the time frame that Ms [redacted] has had her furniture, she is no longer eligible for a refundWe currently have a delivery date to exchange the desk and the hutch for 2/2/Ms [redacted] will receive a call 24-hours in advance with delivery information, including the time frame that we will arrive at her residence.If Ms [redacted] has any questions or concerns, she can contact the store location’s General Manager at ###-###-####.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 8/21/14, Mrs [redacted] purchased the Santa Monica piece living room set, the Carson rectangular cocktail table, the Mosaic chest, and the Mosaic piece bedroom setMrs [redacted] received the furniture on 8/28/and 9/23/14.Upon reviewing MrsNeargardner’s inquiry through the RevDex.com, we have contacted the General ManagerIn the interest of customer service, the General Manager has decided to replace the seat cushion that is damagedStore Personnel will contact Mrs [redacted] to schedule a date for a service technician to go to the residence to inspect the seat cushion that is damaged.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

the issue is not resolved

Ms [redacted] made her purchase with Value City Furniture on 11/24/The furniture was delivered to Ms [redacted] ’s residence on 1/4/2018.We understand Ms [redacted] ’s concerns and apologize for the experience that she has had with our companyThe order has been discounted 20%, in addition to free delivery, due to initial confusion with Ms [redacted] ’s financingAt this time, Ms [redacted] ’s [redacted] account is updated.If Ms [redacted] has any questions or concerns, she can contact our store location in Ballwin, MO at ###-###-####.Sincerely,Ashley HunterPhone: ###-###-####Fax: ###-###-####[email protected]