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Business Profile

Furniture Stores

Valyou

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for Valyou's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Valyou has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Valyou

      Los Angeles, CA 90012-2835

    • Valyou

      704 Ala Moana Blvd Honolulu, HI 96813-5507

    • Valyou

      91-5431 Kapolei Pkwy Kapolei, HI 96707-5000

    Customer Complaints Summary

    • 312 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchase an item of furniture from Valyou Furniture on 5/16/22. There was no indication at the time of purchase that there would be a shipment delay. After a few weeks, I contacted Valyou, they told me there is a shipping delay and I told them I wanted to cancel the order and get a refund. This was in line with their stated policy that you could get a refund for an item that was not shipped yet. They told me I would get a refund to my original payment method. Another month went by and I didn't get a refund, so I contacted them again and they said they would send me a refund by check. Many more months went by, they told me a check was coming, but I still did not receive a check. On Oct 31st, they told me they could not process the refund and I should dispute it with my bank. After months of trying to dispute it with my bank, I was told that they can not dispute any charges past 60 days of the original purchase date. Now Valyou is telling me that "their system can not process refunds".

    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a couch last August for almost $2000 ($1918.55). By October I still had not had received the couch and became frustrated so I requested to cancel the order. After debating me for several days, I was finally advised that the order was canceled but to date I still have not received a refund. I was told that they can no longer issue refunds because they are no longer working with the payment vendor they were working with when I placed my order and when I asked for a paper check, I was told that they cannot issue paper checks. They referred me to my bank to dispute the charge and when I did no, my bank is saying that the merchant is fighting the charge.

      Business Response

      Date: 10/17/2023

      Thank you for reaching out. 

      We sincerely apologize for the experience you've encountered, as it is not the level of service we aim to provide. We want to assure you that if there were alternative options available, we would have certainly offered them to you. However, at this time, the sole recourse we can offer is to initiate the dispute process.

      It's worth noting that other customers who have found themselves in a similar situation as yours have successfully disputed the charge with their bank, even if it falls outside the standard timeline for such actions.

      If you require any specific documents or information to assist you with the dispute process, please do not hesitate to inform us. We are here to support you and ensure that your concerns are addressed thoroughly. Your satisfaction remains our priority.

    • Initial Complaint

      Date:02/15/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 8th, 2022, my boyfriend and I ordered a couch and ottoman for $2449.90 that was supposed to be delivered by May30th. 2022. It is now February of 2023 and i still have yet to receive a refund nor my couch. I called our banks to dispute the charge and i got a refund for the ottoman for $249.95 that was on my credit card. The couch was on my boyfriends, ***********************, debit card and they won't dispute the remainder $2199.95 because they say it has been too long since the original purchase. We have tried everything from disputing it with our bank to even seeing if they could still send the couch, but they keep telling me they can't. I even went online and tried to see if I were to order my couch now if I could and I CAN! So, they would sell me my couch again but won't give me my money back or the couch I have already ordered. I am all out of options and have no idea what else to do. They tried to help me get it disputed with the bank but when the bank couldn't do anything about it, they just kept referring me to them and told me they couldn't do anything.The items we ordered were, Feathers Sectional 142in Feathers Ottoman Order #VFM49327 The total order with shipping was $2,449.90 we received $249.95 back with a dispute of our bank but not the remaining $2,199.95. Attached is my order information along with correspondence between the company and I about the delivery of my couch and how they have no options for me. Please let me know if there is anything else i can send you that will help.

    • Initial Complaint

      Date:02/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 4th, 2022, I placed an order for the Feathers Sectional Sofa from Valyou Furniture. Upon discovering that the order was not available despite the company's website indicating otherwise, I promptly applied for a refund within 24 hours. After repeated follow-up from my end, Valyou Furniture finally granted a refund on July 26th. However, the refund was unsuccessful as they later revoked it. This led to a half-year long process of requesting a refund.Valyou Furniture used various excuses, including that they were processing my order, to delay the refund. They promised to provide a refund via check, and I finally received a check in November. However, it turned out to be a fake check and I was unable to retrieve any funds from it. When I asked for an explanation, they blocked my emails. I requested a direct deposit but was told it was not possible.The company has been dragging the matter for a long time and now the only solution they offer is for me to contact Paypal. However, it has been 180 days since I made the payment and Paypal is unable to process my case.I have neither received the product nor my refund, and I consider Valyou Furniture to be a complete fraud.

    • Initial Complaint

      Date:02/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a couch with Valyou Furniture on 2/1/2022. The company kept changing the shipping details. Upon my research, I found that many people were not receiving their purchases and that Valyou Furniture was changing the fabric and quality of the products against the paying customer's knowledge. I requested a refund and, on May 5th got confirmation that the money would be paid back in 14 business days. The money never came so I followed up again and was told the money would now be sent back by check. The money once again was never refunded to me. After following up again, they told me to file with my bank and dispute the charge and now my bank is saying they are unable to do so and Valyou Furniture is now saying they can no longer refund me the $3,088.65. I believe Valyou Furniture strung me along for months knowing that there was a limited time that I would be able to dispute the charge with my bank and now they have completely neglected my request to receive a refund.

    • Initial Complaint

      Date:02/10/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order number VF7994 I spent $4039.07 on an open section sofa and a cargo cabinet. When I placed the order on Sep 6th 2022, I specifically chose the sofa that was in stock so I could get it by the end of September when our new place is ready for move in. I placed the order on the phone with a sales person and confirmed with her that the sofa is in stock and could be delivered within two weeks. Then I hasnt heard anything from them until I texted them asking for an update on my order towards the end of September. They told me that the sofa is a preorder and will be available on January 2023. They give me an option to switch to a similar one (in-stock) which I thought was ok because I really need a sofa at that time. The new one I switched to is not the * shape I wanted so I added an Ottoman to make it more comfortable. After a week, they send me a message saying that the cabinet and the ottoman will be shipped out on October 10th 2022. And yes I got the Ottoman and the cabinet, but never got the sofa.I kept communicating with them each week and every time they told me the same thing that the sofa is in transit from their ************* warehouse to the warehouse thats close me. Its always been in transit. After waiting for almost two months, I decide to cancel the order. They dont let me return the Ottoman because it was pass the return window, so I kept it. And I waited for a refund but I never get it. I had to contact them again and I was told that it was credited to my Valyou account (which is store credit). I think its a fraud. I called them back and talked to an agent on the phone for an hours trying to get my refund and asking him if I need to get my *awer on the phone. He told me to wait while he talking to his upper management. He came back in 5 minutes and telling me that the refund will be processed and will go back to my bank account within a week (On Nov 6th). Now is Feb 10th 2023, still didnt get my refund.

    • Initial Complaint

      Date:02/09/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order for a coffee table. On date of delivery, I received an email stating that they could not locate the item in inventory and that they could offer me another item from their site. I asked for a refund since I did not receive the product that I paid for. They only offered store credit and told me if I wanted a refund to file a dispute with my bank. I proceeded to file a dispute with my bank and needed to escalate up to ***** however there has not been a resolve. I reached out again to Valyou and they said they can only issue a refund if the bank disputes the charge.

    • Initial Complaint

      Date:02/07/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The short summary is I ordered a couch which was paid for on 7/4/22 ($1,543.40) it was delivered defective. I then returned the couch to Valyou Furniture but there were delays in them picking up the couch. Then it took weeks for them to inspect the item at their warehouse before they agreed to provide a full refund to my credit card. They even told me that the refund had been processed and I'd see the refund in 7 - 14 business days. After this time period I still did not get the refund; the company then said that there was a problem with their refund gateway and they couldn't initiate a refund. They instructed me to file a chargeback with their bank. I believe they intentionally delayed at all steps because by this time the original purchase was outside of the 120 day chargeback window. I have tried filing a chargeback with my bank twice and both times they indicated that it's not possible because of the age of the transaction. I believe this was an intentional delay tactic by Valyou. They also indicated they would send a check but are now refusing to do that. Information/timeline:7/4/2022: Ordered a couch from Valyou Furniture 8/11/2022: Received damaged couch and initiated the return same day 9/21/2022: The merchant agreed to a full refund 9/28/22: ******** was supposed to pick up the item but failed to pick it up 10/13/2022: The couch was picked up and returned to the Warehouse 10/27/2022: Merchant confirms via email (see support) that the item was received in their warehouse last week and was waiting to be inspected 11/17/2022: Merchant confirms via email (see support) that they can process the refund and that it will be shown on my credit card within 7 - 14 business days12/12/2922: Created the chargeback with my bank 12/19/2022: ******** says refunds aren't working 12/28/2022: Chargeback denied by ****

    • Initial Complaint

      Date:02/07/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed order #VF12282 on October 10/31/22 for a Feathers Sectional costing $1809.97. Promised to be delivered middle of November to beginning of December. I have now been given store credit 3 times totaling in $300 and $90 that were result of purchasing. After 22 emails requesting information on the furniture, no updates were provided. They emailed on this day 2/07/2022, I requested a refund once more. It seems my delivery was not to be refunded. Valyou furniture rep ****** they are unable to refund as they no longer work with the payment processor used for my transaction. After extensive research, it seems this excuse has been given to other shoppers. Valyou furniture has told all shoppers to dispute with their banks. Where is the money going? During emails, manipulation is used on customers to keep the order until it is too late to return.

    • Initial Complaint

      Date:02/06/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I placed an order with Valyou Furniture for a sofa on 11/1/22 for a total of $2,932.83 including tax, which was charged to my Mastercard. I received a confirmation email for my order #VF12454 right after.After a few weeks of waiting I followed up with Valyou Furniture by email and asked them when I can expect to receive my order. I got a response saying there was an additional delay of 1-2 weeks. Another 2 weeks go by and I followed up again, this time they said it will be early next year. I kept following up asking where it's shipping from, if it's in stock somewhere, is it being imported. I never got a direct answer, just the same responses saying we're sorry we don't know when the sofa will arrive but we can cancel the order for you. I wish I had done more research prior to placing an order with them but last week after 4 months of waiting without an ETA I started doing some research on Valyou and found lots of horrible reviews from other people who had the exact same thing happen to them. I immediately emailed Valyou (their phone number doesn't work either, only for texts) asking them to cancel my order and to issue a refund. Today I got the answer that they couldn't issue a refund because they don't work with the payment processor anymore. Unfortuntely I was expecting an answer like this because that's what I had read in other customer reviews. I have never heard or experienced anything like this. I added a few screenshots of the emails and also the latest one saying they couldn't give me my refund to my Mastercard.Please let me know if you need any additional information.Thank you,***

    Valyou is NOT a BBB Accredited Business.

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