Complaints

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

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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

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.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 from ****** 8/1/24 with an estimated delivery date of Sept 27th. When this date came around with no delivery this company told me due to delays the new shipment date is now Oct 27-Oct 31st. I checked my order again today (9/30-24) and the NEW delivery date is now Oct 31- Nov 7. This couch cost over ** and the company refuses to cancel without a fee of 50% of the original order price for restocking. I have reached out multiple times and they are unable to tell me where my order is. This order should be FULLY refunded for this now 3 month delay.

• Initial Complaint

  Date:09/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 September 15 i placed an order for 2 beige ****** chairs- the company were promoting on ******** that those chairs are 50% off, i spoken to **** he works for LA showroom, he said he will ship those chair to ******* without any problem, he sent me a link with payment- I completed it, he said delivery time is between ***** days. After a 9 days I received text from him saying it is scheduled for pick up from their warehouse in **. Then Out of the blue I got an email and call from the manager- ****- saying he canceled my order because the price for the shipping is too high- he said transportation company arrived to pick up my chairs today but he refused to ship it. I was shocked, I waited so long - I was texting *** and general number that I'm leaving soon for Europe trip- and out of nowhere they changed the price they provided me at the beginning saying they can't do it because they won't make money!!!! I talked to **** 2 times- I told him they made a mistake and they should pay a consequences of their decisions- it was promised me 50% off for the chair plus $100 shipping fees- then **** said $900 shipping- the next day he changed the price to $1200 blaming CEO of the company!! I lost my respect for this company, they don't value customers, they money hungry- they are not people of honor! Stay away!

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 from Valyou Furniture online on September 16th. The shipping date was scheduled for October 28th, which I thought was a very long time. The following day I inquired about possibly having an earlier shipping date, which they denied -- this communication was via SMS, which I found to be weird. Over the course over the next week, I did more research into the company discovering a lot of negative experiences by others, so I decided to cancel my order on September 23rd. On September 25th, I inquired about the status of my order, again via SMS, where I was told there would be a 50% cancellation fee due to the order being a "Pre-Order" and not being cancelled within 24 hours. While the email confirmation does include the term "Pre-Order" is does not detail this cancellation policy, and the "Pre-Order" status is the default -- I as a consumer did select this option. The representative stated that the policy is on their website, however, it is not disclosed during checkout process and the policies are linked under a completely different route "/pages/policies" -- it is very unlikely a customer would see them or stumble across them. Not only was the policy not disclosed, a 50% cancellation fee is excessive and unfair - especially considering the product has not yet been MANUFACTURED OR SHIPPED.

• Initial Complaint

  Date:09/13/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Date of transaction 7 July 2004 Paid $889.97 Purchased Charm Base - Queen / Dark wood (Walnut) and **** Headboard - Queen / ***** Ive emailed customer service and requested information of status update from the chat bot however I have no responses. The call to the stores are unhelpful and representatives are rude and dismiss you saying they dont have the capability to check stock and have to call back after they speak to their back office. This company is a scam and has predatory business tactics and operations. They market their products and fail to provide products that meet customer expectations.

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 placed an order in early May of this year for a chair from Valyou Furniture online. The item was in stock and to fulfill in 2-5 business days. Its been 4 months and after 0 accountability or resolution the management is not helping on this order. The website still says available and delivers within 2-5 business days which is misleading. I have had a tracking number since July and the item is still not in possession of **** At this point I just want my item and to wipe my hands clean with this company. Tracking number is **** 1ZJ4187C0317792243 Please advise on best protocol to protect myself in this situation.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We are an interior design firm. We ordered a stone table from Valyou for a client. Before placing the order we spoke with one of their representatives about how heavy the table was and asked that it be delivered inside their home. We paid for the table and delivery charges assuming that would happen. On the day of the delivery the delivery team (a third party, not Valyou) did not call the client as they were supposed to. They dropped the table in its crate in their driveway and left (photo attached below). It was way too heavy for anyone to move so we hired a moving/delivery company (at an expense of $150) to bring it inside their house and unpack it. Once in place our clients noticed that the table wobbled on it's pedestal and it had a crack down the entire length of the table top. We immediately contacted Valyou about the damage. We were told that since it was past the 14 day period for reporting claims they could not give us a refund or a new table. We explained this was because of the time it took to arrange movers to get it unpacked. They claimed that we had a curbside delivery. I could not prove that I was promised an inside delivery because the conversation happened over the phone. Finally they agreed to give us a 30% refund which we agreed to. Thinking we could maybe use that money to get the table repaired. But then they claimed that their computer system wasn't able to process the refund because the original order was so long ago. I offered to call in with our credit card number so they could give us a refund with no response. They offered a store credit which we refused. As we don't intend to ever order from them again because of this negative experience. So at this point we are being given no compensation for a damaged table.I have a video of the table crack and wobble that is too large for me to attach here. Please let me know if I can send another way

• Initial Complaint

  Date:08/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 submitted an order for a bed on 6/14/24 and was given an estimated delivery date of ~8/7/24. When the bed still had not arrived by 8/10/24 I looked into the status of the order and delivery date was now listed as 9/15/24. I was never notified about the delay / change in delivery date. I then contacted the company and requested a refund. I was told I would be refunded within several business days. On 8/29/24 a refund still had not been issued, so I contacted the company again and was told only a 50% refund could be issued, despite the fact that I had not yet even received the item.

• Initial Complaint

  Date:08/22/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Ordered a sofa on June 15, and it was supposed to arrive July 19. The delivery date was then moved to August 5th without anyone informing me. To this day, August 21st, I have not received my purchase. Valyou has been so difficult to get a hold of. The carrier started an email thread on August 13 with Valyou and myself so we three could communicate and Valyou never responded. They also never responded to my personal email i sent out on August 14. On August 16 I reached out via phone call and no answer. I later send them a text to which they finally replied but did not answer most of my questions.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 bed frame during the end of June specifically to have for family visiting me prior to the presumed delivery date which was 6 weeks out. Red flag #1. I hit the buy button anyway. The frame is still statused as in production with an OCTOBER delivery date. Doubt that will even happen at this point. Obviously I had to purchase a different bed frame knowing it wouldnt be ready by the time my family arrived. When I reached out to customer service they told me I would have to pay back a 50% RESTOCKING FEE FOR A PRODUCT THATS NOT EVEN MADE YET. I declined that request and will be asking for a full refund which I hope is granted so I can edit this post and refrain from further social media tirades.

• Initial Complaint

  Date:08/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Well, I bought my sofa a month ago - 7/6/24 and it was promised it would be delivered by July 19th. However, after some days the carrier reached out and informed me that it would be delivered on July 26th, what I understood. Nevertheless, the carrier, for some reason, got my personal information wrongly - I do not know how because they were able to reach out once - and it was not delivered on July 26th. A new date was scheduled: August 2nd. However, the night before, the carrier reached out to confirm some information and told me that the sofa would be left on the first floor of my building. I explained to them that both - Valyou and the carrier - informed me earlier that even though it was a curbside delivery, it would be delivered to my doorstep. So, because of those misunderstandings, the delivery was CANCELLED. I have been trying to get this issue fixed since then. However, the representative keeps telling me the issue will be resolved ASAP for me to have patience. Also, I tried to cancel the purchase, however, they are charging me a 50% fee for it.To be honest, I do not know what else I could do to get my order delivered. It's insane that I need to beg for a service that I paid for. I have no sofa at my apartment anymore because I gave mine away expecting ******* one to be delivered on August 2nd. I also had some guests over and it was really inconvenient for me to have no sofa.I have never felt so disrespected in my whole life.