Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  9/11/24 $1,500.00 I cannot get a straight answer as to where my furniture is from this company. It shouldve been here days ago and one moment Im told its left the warehouse then after the shipping company tells me thats not true, then it changed to well theres a hold on your shipment but we cant tell you why. We have to forward the issue to another department. I have gotten better customer service at the dollar store. I just want to know its on its way truly otherwise I need to cancel it. Im going to be sitting on the floor for weeks if not months at this rate. This is a couch for a new apartment.

  Business response

  09/30/2024

  Thank you for reaching out.
  
  Were sorry to hear about your experience, as this is never the service we aim to provide. Our records show that you spoke with one of our representatives, and the issue was escalated to the right department for internal communication with the carrier.
  
  Upon checking your tracking information today, it appears that the carrier has sent a message to schedule the delivery. If you need any further assistance, please dont hesitate to reach out.

  Customer response

  10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a couch from Valyou on April 1, 2024. It is now September 11, 2024 and there have been numerous delays to this shipment. From other research on the internet, it appears possible this company is a scam or at least has terrible business practice. I was given finally a new update on July 10, 2024 that its finally shipped and it is apparently now at the local delivery hub being held up from an issue with ************************** of the reasons they gave me for the delay was "an internal dispute between Valyou furniture and the logistics carrier". No further clarification, and certainly no clarification between why this is not handled internally and out of the customer's *************

  Business response

  09/26/2024

  Thank you for reaching out.
  
  We sincerely apologize for the inconvenience youve experiencedthis is not the standard we aim to uphold.
  
  Based on our records, order was delivered September 23rd. We appreciate your patience and understanding despite multiple hiccups. We will not resolve this issue without your cooperation. 

  We truly value your feedback and will use it to improve our services moving forward.

  Customer response

  09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******-****

• Initial Complaint

  09/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a couch on August 2nd and wasnt notified upon ordering that it wasnt in stock. Ive watched its progress in tracking saying in production for a month, reaching out via chat on the computer, text with the number given, and email to the sales person I worked with for information on timing, as I needed this item for an event. Since Sept. 3rd this item has been marked as ready to ship, and I have reached out to the company no less than 10 times trying to get a shipment scheduled but have received NO answers and it has been impossible to work with an actual human.Additionally, we were charged for this couch at purchase instead of when it ships which is standard.This process has been horrible and I wont order from here again, you cant just charge people for a product and then never ship it and have no customer service to help with anything or answer questions!

  Business response

  09/26/2024

  Thank you for reaching out.
  
  We apologize for the inconvenience youve experiencedthis is not the standard we strive to provide.
  
  Even with a limited staff, our team made sure to address all your communications. We regret that it resulted in a dispute and subsequent cancellation of your order.
  
  Our finance team has responded to the dispute, and you should receive your refund through the dispute process soon.
  
  Once again, we apologize for the inconvenience and will use this feedback to enhance our service.

  Customer response

  10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Valyou furniture on 06/29/24 for their 88" feathers sectional chair with a expected date of delivery for July 28th. I was very hesitant to place an order based on the BAD reviews on delivery but they assured me that this was due to shipping issues overseas and have worked on correcting the issue. July 28th has approached and I didnt received any updates from Valyou, so I reached out to see where was my order (The lack of a direct number to call customer service is highly annoying) and I received a response via email that my order was being picked up by Deliveright and it should be with me shortly. August 15 - I patiently waited and the middle of August rolls around and I was checking the tracking from Deliveright and I noticed that he was at the last mile in ******* but was held from the shipper. I contacted Valyou again and they told me that they needed to research. I called Deliveright and they told me that they only received a single piece for my chair and its a 2 part chair. August 23rd I spoke with an agent from Valyou and they offered me a credit of 50 dollars towards my order and they issued it right away and promised that management was looking into why the delay. They told me that they would have my order out as soon as possible. Today I received a notification that my order is complete and when i check the tracking details it shows my ordered cancelled. I called Deliveright and they confirmed that Valyou cancelled the order. No refund, no email nothing... ************ is a complete scam and anyone looking to purchase anything needs to stay far away.

  Business response

  09/26/2024

  Thank you for reaching out.
  
  We sincerely apologize for the inconvenience you’ve experienced—this is not the standard we aim to uphold.
  
  Based on our records, you've already been in communication with one of our Customer Service Agents via SMS and agreed to continue waiting for the order.
  
  The order was delivered last September 21st. 

  We truly value your feedback and will use it to improve our services moving forward.

  Customer response

  09/26/2024

   
  Complaint: 22259497
  
  I am rejecting this response because:

  All though the item was delivered your business ethics are extremely poor! No direct number to speak someone. No escalation process. No manager to speak too! Your company is complete garbage when it comes to client experience. I couldn’t pay me enough to do business with you again. I’m only posted this so others know what type of company this is. 
  
  Sincerely,
  
  Ryan Mohabir

  Business response

  09/30/2024

  
  We respect your opinion about our company and appreciate your feedback. We'll ensure it is used to improve our service moving forward.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a couch on 8/18/2024. When placing my order, the website said my item would be guaranteed by 9/4. Furthermore, when I received my order confirmation e-mail, it said my items were in stock and ready to ship within 2-5 days. I then did not hear anything else, so on the week of my estimated delivery, I followed up via chat on their website. I was told it was a pre-order and that I would get hit with a 50% cancellation fee if I cancelled my order. There is no way to get an *** and they then said the *** for delivery would be 9/23. I advised I would never have bought the couch if it wasn't able to get here in time as I am on vacation later this month. I have spoken via chat multiple times with customer service and there has been no resolution, no helpful guidance and no way to escalate this issue. They have stopped responding to my messages asking for assistance and an update, and after being told I would receive a tracking link by 9/9, I still have nothing. At this point i am heavily concerned I will not receive my item within the timeframe promised.

  Business response

  09/26/2024

  Thank you for reaching out.
  
  We sincerely apologize for the inconvenience youve experiencedthis is not the standard we aim to uphold.
  
  Based on our records, you've already been in communication with one of our **************** Agents via SMS and agreed to continue waiting for the order.
  
  The order is currently in the carriers possession and is estimated to arrive by October 14th. They will reach out once the *** is finalized.
  
  We truly value your feedback and will use it to improve our services moving forward.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two chairs (Valsheep) from Valyou on 10/16/2022 and they have only shipped me one of the two chairs. I have emailed their customer service 5+ times in the last two years and every time they claim they do not have the chair in stock (but I see it being available on their website.) They keep stalling me and delayig the shipment of the second chair. It has been over 22 months since the purchase.order #VF10621

  Business response

  09/26/2024

  We regret that the chair was not shipped out yet. Order is still being processed according to the team. 
  
  If waiting is no longer an option, we can cancel the order for you this time. Let us know how you wish to proceed. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch in November 2023 and it was delivered January 2024. I had the couch for 4 months before the material on the cushions started ripping, and had runs. I contacted the business and they said rips/tears/stains (even though its advertised as stain-proof/spill-proof) were not covered by warranty, and directed me to a page to spend another $300 for replacement cushions.

  Business response

  08/23/2024

  Thank you for reaching out.
  
  Were sorry to hear about the issues with your Feather covers, ******. While our couches are designed to withstand significant wear and tear, including from active children and pets, the fabric may still be vulnerable to scratches and other damages. Our warranty covers certain issues, and you can review the policy here: *******************************************************************. If you believe your situation qualifies, you can file a claim through the same page. Please note that submitting a claim does not guarantee coverage.
  
  We appreciate your understanding and hope this helps.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DO NOT BUY! Bad quality, bad design and even worse customer service. All these reviews seem fake. We got the couch in feb 2024, we fluff it up every 2 weeks and it is used by 2 normal sized adults. Please see the condition. the sectional cushion cover is NOT removable and when you ask them for suggestions around getting volume back, they ask you to purchase fillers worth $150. such a scam.

  Business response

  07/15/2024

  Thank you for reaching out.
  
  We apologize that the Feathers Sectional did not meet your standards, *****. This surprises us, as we take pride in maintaining a community of loyal customers who appreciate the high quality and added comfort of our furniture.
  
  We are uncertain what you mean by "the covers are NOT removable." Heres a link (*********************************************************************************) to various videos demonstrating that the covers are indeed removable.
  
  Regarding our suggestion to add fillers, it is entirely up to you. You can purchase fillers from us or from other sources, such as Amazon, to adjust the cushion fillings to your preference.
  
  Our product experts have determined that the furniture delivered to you in February is not defective and that your claims are consistent with normal usage. Cushions like these require regular fluffing and maintenance.
  
  We respect your views about the product and hope you understand the policies in place.

  Customer response

  07/16/2024

   
  Complaint: 21993140
  
  I am rejecting this response because:

  Leave alone the issue with the cover, the issue is with the base cushion. ******** and fillers are for the back cushion and clearly this is a product construction issue. The way the cushion is constructed, it promotes the feathers movement in one direction.

  We do fluff it up regularly HOWEVER no where on your product page it mentions that we need to fluff it up everyday or purchase additional feathers for optimal usage. A 4-5 month old couch should not be looking like this.

  
  Sincerely,
  
  ***********************

  Business response

  07/23/2024

  We respect your opinion about the quality of the product. We believe we have addressed all your concerns in line with the features of the sectional, but it seems you are expecting a specific resolution. We strive to make this process straightforward, as long as it aligns with our established policies. We hope for your compliance, as these policies and guidelines are designed to protect both the company's and customers' needs.
  
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I placed an order with Valyou Furniture. However, I did not receive the Valcosh Chair - Set Of 4 - Grey / Set of 4 x 1 for $249.99. I have documentation showing that it was advertised as in stock at the time of the order. After a couple months of not receiving the ordered chairs, I began calling Valyou furniture. Each time they insisted that we would get a confirmation within a couple weeks that the chairs were on their way. This continued for months until on January 13, 2023 (8 months after the order was placed), I began corresponding with them using email. In this documented correspondence they continually reassure me that the order was coming soon. At times they offered a refund. Eventually on December 14, 2023 I accepted their offer for a refund. It is also clearly stated in their cancellation policy that Customers can request to cancel their order before receiving a tracking number. If the cancellation request is made within this timeframe, no additional fees will be incurred, and a full refund will be provided. However, from correspondence they informed me that the only way I can receive my refund is by disputing the order with my credit card. I attempted to dispute the purchase with my bank ***** of America) twice (the second time I did this in person and provided many pages of documentation including a letter from Valyou), the bank rejected my dispute since it was greater than 60 days since the purchase. Since this rejection, I have attempted to escalate the issue with Valyou Furniture. On Thursday, Jan 25, 2024 @ 3:52 PM MT, they informed me that they would provide me with a PayPal refund within 5-7 days. Over the past 3 months I have repeatedly tried to follow up with them repeatedly as this refund never came. Finally, on May 1, 2024, they informed me that they were no longer able to provide me with a refund and that store credit is the only option. I am not interested in a store credit.

  Business response

  05/15/2024

  Thank you for reaching out. 
  
  We know you were expecting a certain outcome to be provided, and I apologize that we are unable to fulfill that promise. Unfortunately, there are certain situations that *** arise that are beyond our control, and as a result, we *** have to alter or adjust the resolution we can provide.
  
  As stated we have other customer who are on the same situation and was able to dispute the charge despite the timeframe. As an alternative we offered a $400 refund in a form of store credit so we can rectify the situation fast. Hence as mentioned we will respond to your next course of action accordingly. 

  Customer response

  05/15/2024

   
  Complaint: 21714641
  
  I am rejecting this response because:

  In the company's terms of service, they state that they will provide a full refund. It is not my fault that they are unable to provide this in cash as was guaranteed on their website.  There two options are insufficient because:

  1) store credit is unacceptable because a) that is not what was promised on their website at the time of purchase and b) I have no interest in any of their products after they failed to deliver their product originally. This has been a long and terrible experience and I have no interest in working with them. I just want my money back. That is not too much to ask.

  2) their other option is to dispute the charge with my bank. As I've told them dozens of times, my bank refused this option because it has been over 60 days. It is not my fault they are unable to refund the card I used because THEY (Valyou) changed their financial services. This is not my fault. They are milking this situation in hope that I'll give up and they'll keep my money. I would accept numerous methods of payment (cash, check, Venmo, credit card charge back). And they are refusing all of these options. 

   

  
  
  Sincerely,
  
  *****************************

  Business response

  05/16/2024

  We empathize with your situation, however, it appears that we have reached an impasse and have been unable to find a resolution. Regrettably, I must inform you that there are no further actions I can take at this juncture aside from the 2 options we have presented.
  
  

  Customer response

  05/17/2024

   
  Complaint: 21714641
  
  I am rejecting this response because:

  See my previous message. You're stealing my money. Other customers will want to know this is how you treat them. This. Is. Theft. 
  
  Sincerely,
  
  *****************************

  Business response

  05/17/2024

  We empathize with your situation, however, it appears that we have reached an impasse and have been unable to find a resolution. Regrettably, we must inform you that there are no further actions we can take at this juncture aside from the 2 options we have presented.

  Customer response

  05/20/2024

   
  Complaint: 21714641
  
  I am rejecting this response because:

  You are stealing my money. It is on you to figure out how to refund me if your sneaky way of doing it through a credit card dispute doesn't work. 
  
  Sincerely,
  
  *****************************

  Business response

  05/20/2024

  We respect your opinion and again we will not make this hard for you if we have your preferred resolution. We will keep the options open for you if ever you change your mind.

  Customer response

  05/20/2024

   
  Complaint: 21714641
  
  I am rejecting this response because:

  I require a cash refund as guaranteed in your terms of service. You can make this happen if you care about honoring your word.
  
  Sincerely,
  
  *****************************

  Business response

  05/21/2024

  Our previous options stands and if you need help with the dispute let us know. 

  The store credits will still be available if ever you change your mind. 

  Customer response

  05/22/2024

   
  Complaint: 21714641
  
  I am rejecting this response because:

  I was guaranteed a cash refund. It is not my fault you cannot fulfill it. This is an unacceptable way to conduct business. 
  
  Sincerely,
  
  *****************************

  Business response

  06/21/2024

  Kindly let us know if you change your mind. 

  Unfortunately, the previous resolution stand which is refund in a form of store credit. 

  Customer response

  06/24/2024

   
  Complaint: 21714641
  
  I am rejecting this response because:

  Your terms of service was not a store credit refund. It is not my fault you are unable to refund me with cash because of your system. This is your responsibility to customers to fix.
  
  Sincerely,
  
  *****************************

  Business response

  06/24/2024

  We understand that you are not happy with the resolution provided. We respect your opinion. 

  As stated on our previous response, we will keep the store credit open and we will issue it if ever you change your mind. 

  Other than that we will respond to any course of action you would take. 

  Customer response

  06/25/2024

   
  Complaint: 21714641
  
  I am rejecting this response because:

  I do not respect your opinion. You stole my money and are not an ethical company. You will rarely have a repeat, loyal customer. This is not a sustainable business model for you. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a bed frame from here and they said it would deliver March 15. Now they pushed the delivery date another month and I cannot wait this long. So I reached out and theyre giving me a hard time getting a refund and barely reply to me.

  Business response

  03/18/2024

  Thank you for getting in touch with us.

  We sincerely apologize for the delay in processing your request. Please understand that only order managers have the authority to cancel orders, and due to our current limited staff, we have been unable to handle all requests as quickly as we would like. However, we are actively working to improve our processes and efficiency.

  Based on our records, your cancellation request has been successfully processed, and the refund has been issued as per your request.

  Your feedback is incredibly valuable to us, and we will take it into consideration as we strive to enhance our company's operations.

  Customer response

  03/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩