Value City Furniture

Since the date of our last response Ms [redacted] has not contacted American Signature Furniture to accept or discuss our proposed resolutionPer our policy, thais is the only resolution that can be given We apologize for any inconvenience Ms [redacted] may have experienced Ms [redacted] has any further questions or concerns she may contact our Customer Care Team at 888-751- Sincerely, Brandy L***

On 07/01/2013, Ms [redacted] purchased the Aventura Grey 5-piece sectionalMs [redacted] picked the merchandise up on 08/09/On 07/31/14, Ms [redacted] notified the store regarding a broken sofa leg and seam separation on the cushionsMs [redacted] was advised that her 1-year warranty has expiredMs*** would be required to bring the merchandise back to the store for service and or a repairUpon receiving the merchandise back from Ms***’s residence there was presence of roachesMs [redacted] was notified that the sofa was infested with roaches and we needed to discard of the merchandiseIn the interest of customer service, the General Manager offered to exchange the merchandise due to not being able to repair the roach infested merchandiseDue to the fact Ms***’s original merchandise was replaced, Ms [redacted] was advised she will no longer have warranty on the replacement merchandiseWe will not be able to service or replace Ms***’s merchandiseI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

[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 10944262, and find the resolution is satisfactory to me Regards, Michelle Lynch

On 01/30/2016, Ms [redacted] purchased the Rialto Onyx 2-piece chaise sectionalMs [redacted] was advised that the merchandise would not fit into her homeMs [redacted] was advised to come back into the store to select new merchandise that will fit in her homeMs [redacted] cancelled the order and received a full refund of $completed on 02/06/After receiving Ms [redacted] Revdex.com complaint the General Manager contacted Ms [redacted] The General Manager has advised that Ms [redacted] will return to the store to purchase new merchandiseMs [redacted] was advised by the General Manager that he would work with her in store to choose merchandise that is perfect to fit into her homeThe General Manager also advised Ms [redacted] he will work with the best of our delivery team to make sure Ms [redacted] has the best experienceI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 05/09/2015, Mr [redacted] purchased the Alisa Luxury Firm Queen mattress set, the Siena Merlot Queen bed, and the Siena Merlot nightstandThe merchandise was delivered to Mr [redacted] ’s residence on 025/13/The merchandise was then returned in exchange for the Wesley X Firm Queen mattress set and the Mosaic bed and nightstand on 07/16/The queen box spring was then exchanged on 02/10/2017.After reviewing Mr [redacted] ’s complaint I have spoken to the store Manager who has advised me Mr [redacted] ’s complaint was a squeaking box spring and that has been exchangedIf Mr [redacted] is now having issues with his mattress he would have to contact the store to set up a service to have a technician evaluate the mattress and if it is defective then a reselect would be offered to Mr [redacted] At this time a service has to be complete to determine a reselection can be granted for Mr [redacted] .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 01/19/2014, Mr [redacted] purchased the Monarch Chocolate 4-piece sectionalThe merchandise was delivered to Mr [redacted] on 01/22/On 08/06/Mr [redacted] notified Store Personnel regarding the cushion resiliencyA service technician went out to Mr [redacted] ’s residence regarding the cushion resiliencyAfter receiving Mr [redacted] ’s Revdex.com complaint the General Manager reached out to Mr [redacted] to resolve his merchandise issuesIn the interest of Customer Service the General Manager has offered to replace the Monarch Chocolate chaiseMr [redacted] can anticipate delivery of the new Monarch Chocolate chaise on 03/25/The General Manager has also offered to refund the Pure Promise warranty to resolve all issues Mr [redacted] has experiencedI apologize for any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

Attempted several times to contact [redacted] @americansignature.com and all messages and emails went ignoredFurthermore the response from the company is falseI have multiple recorded messages proving my case

I have contacted Mrs [redacted] and her husband and left a voicemail asking that either person contact me directly if they have any other questions or concernsI have confirmed that a delivery is scheduled for Mrs [redacted] on 12/08/The total in-store credit offered was $1,that can be used towards new merchandiseI apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns s may contact me direct

On 12/28/2010, Mr [redacted] purchased the 3-piece Glendale Black sofa, loveseat and ChairThis merchandise was delivered to Mr[redacted] ’s residence on 12/31/Mr [redacted] also purchased the 7-year Leather Protection warrantyAccording to Mr [redacted] ’s invoice, the Leather Protection warranty certificate was enclosed in the warranty kit delivered on 12/31/In the section “Coverage” it states; effective seven years from the original date you take delivery of your new furniture [redacted] NA will cover all accidental stains, rips, tears or burnsAlso any cracking and peeling of Top Grain leather in seating areas and cracking and peeling of all leather, leather-touch, bicast, bonded and vinyl in non-seating areasUnfortunately, the merchandise issues Mr [redacted] is having are not covered under the 7-year Leather Protection WarrantyWe apologize if any confusion or frustration was caused by the coverage’s under the 7-year Leather Protection warrantyIn the interest of Customer Service, we are offering to refund Mr [redacted] his original warranty of $which is the amount he paid for the 7-year Leather Protection WarrantyI apologize for any inconvenience Mr[redacted] may have experiencedIf Mr [redacted] has any further questions or concerns he may contact me direct

On 09/17/2014, Ms [redacted] purchased the 6-piece StMalo Brown sectional This merchandise was delivered to Ms***’s residence on 09/23/ The General Manager has scheduled a Service Technician to visit Ms***’s home on 06/10/to inspect and repair the structural damagesI apologize for any inconvenience Ms [redacted] may have experienced If Ms [redacted] has any further questions or concerns she may contact me direct

On 10/22/2010, Mr [redacted] purchased the Austin Chocolate piece sectional with the Pure Value/ Support warrantyThe merchandise was delivered to Mr [redacted] ’s residence on 11/06/2010.After reviewing Mr [redacted] ’s complaint I would like to state that his merchandise has been dropped from our inventory so we can’t replace just the cushionsUnfortunately cracking and peeling is not covered and is considered wear and tear At this time Value City Furniture would not be able to offer a replacement due to the length of time Mr [redacted] has had the merchandise in his residenceI 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 Check was received and the bed has been fixed

On 4/4/Mrs [redacted] purchased the Aquarius Walnut power recliner, the Avery 86” sofa, and the Tracey accent chairThe power recliner and the sofa were delivered on 4/7/and the accent chair was delivered on 6/2/due to ordering complications.Upon reviewing Mrs***’s information with the General Manager, a confirmation has been received that a refund check request in the amount of $has been submitted to our Corporate Office to be disbursed to AcceptanceNow to be applied to Mrs***’s contractOnce the check is received by the General Manager, it is then processed by AcceptanceNow for the funds to reflect on the contract.I apologize for any inconvenience Mrs [redacted] may have experienced If Mrs [redacted] has any further questions or concerns she may contact me direct

On 11/7/17, Dr [redacted] made a purchase at our Value City Furniture store in Toledo, OhioThe deliveries of the furniture were completed on 11/14/17, 11/20/17, and 12/14/One of the item that Dr [redacted] purchased was a Kingsway Stationary 2-piece living room set.We apologize for any issues that has occurred with Dr***’s furnitureUnfortunately, the Kingsway Stationary 2-piece living room set was purchased as an itemAny furniture that is sold in this manner does not carry any warranty, so repairs or replacement are not possibleDr [redacted] will have to consult with personnel outside of our company to repair the furniture.Sincerely,Ashley H***Phone: ###-###-####Fax: ###-###-####ashley.h***@americansignature.com

On 04/29/16, Mr [redacted] purchased the Cobra Brown recliner and the Pure Promise warrantyThe merchandise was picked up on 05/05/16.After reviewing Mr [redacted] complaint I would like to assure Mr [redacted] will have an in-store credit for the full amount of his original purchase including the warranty If Mr [redacted] chooses merchandise that is higher than his original purchase amount Mr [redacted] will be responsible for the difference in price.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 04/04/2014, Ms [redacted] purchased the Alston Firm queen mattress setThis merchandise was delivered to Ms [redacted] ’s residence on 05/03/Ms [redacted] notified Store Personnel on 04/01/2015, advising the mattress springs were coming through the mattressI would like to apologize for any frustrations Ms [redacted] may have experiencedMs [redacted] is scheduled for a service on 05/04/to determine the appropriate resolutionMs [redacted] will be contacted by Store Personnel within the next few business days to offer a resolution regarding the issues she is having with her merchandiseI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 11/05/2015, Ms [redacted] purchased the 5-piece Shadow dinette This merchandise was picked up by Ms [redacted] on 11/10/2015.I would like to apologize to Ms [redacted] for not being provided the level of service that our store associates take pride in offering every day We understand that time is very valuable and strive to make every shopping experience EASY for our Customers.While I show Ms [redacted] has already picked up her merchandise, I kindly ask that she reach out to the Store Manager at Streamwood, IL with any additional questions or concerns

I kindly ask that Ms [redacted] advise if any additional correspondence is needed in regards to her Regional Manager request It is our understanding that Ms [redacted] has attempted to be contacted If Ms [redacted] is in need of further assistance, I kindly ask that she respond to this complaint

On 12/07/2013, Ms [redacted] purchased the Cosmo 5-piece counter height dinetteMs [redacted] also purchased the Extended Protection PlanThe Extended Protection Plan covered at that time, years on any manufacturer issuesThe merchandise was delivered to MsDrakeford’s residence on 12/11/ On 02/26/Ms [redacted] notified Store Personnel regarding problems with the Cosmo counter height dinette chairsA service technician went out to MsDrakeford’s residence completed on 03/11/After receiving Ms [redacted] ’s Revdex.com complaint I reached out to the General ManagerThe General Manager has advised that Ms [redacted] can anticipate a service technician at MsDrakeford’s residence on 03/10/Ms [redacted] should receive a call on 03/09/to schedule the timeframe for the date of serviceI apologize for any inconvenience Ms [redacted] may have experiencedIf Ms [redacted] has any further questions or concerns she may contact me direct

On 09/29/2016, Mr [redacted] purchased the Candice Gray living room set, and the Quincy Loden Rocker ReclinerThe merchandise was delivered to Mr [redacted] on 10/09/2015.After reviewing Mr [redacted] ’s complaint I have reached out to him and spoke with his wife who has agreed to set up an even exchange of the sofaThe exchange has been set successfully and will be delivered to Mr [redacted] next weekI apologize for any inconvenience Mr [redacted] may have experienced Mr [redacted] has any further questions or concerns he may contact me directSincerely,Karema H***Phone: ###-###-####Fax: ###-###-#### [redacted] @ [redacted]