ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The agreement where I will get a 3-day notice when the furniture to be delivered I never received the notice and they deliver it one afternoon during the middle of a rainstorm during the hurricane and I refuse to accept the delivery and they want to charge me to bring it out and I refuse to pay and that's when the sale was canceled

  Business response

  08/13/2024

  Dear Mr. ************** you for taking the time to provide us with your feedback. We are sorry to hear that we did not meet the level of service that we aim to provide.
  We see there was a call that went out to you on 7/27/23 for the delivery time and date of 8/30/23, between 4:15-7:15 pm. Our delivery team was at the delivery location at 6:37 pm and per the delivery notes, you stated you were not called for the delivery, and you were ready. Per the notes, you were going to call the store to reschedule.
  On 8/31/23 the store called twice to let you know there was a $49.99 rescheduling fee. This was refused, your invoice was canceled,and your refund was less the delivery fee and the 15% restocking fee. We attempted to deliver on 8/30/24 at 6:41 pm, we have an image of the home, at that time and you can see it had been raining. Per the policy below for any returns,there are fees.
  Please see the links below:
  ********************************************************
  Refund & Exchange Policy
  A refund or exchange may be requested at any time prior to your receipt of the merchandise. Your refund will include taxes paid and the cost of any additional protection or warranty programs purchased. After your receipt of merchandise, if you are dissatisfied for any reason, you may return it for a full refund, less delivery fees, so long as it is returned or exchanged within 7 days of pickup or delivery. To be eligible for return, except where prohibited by law, and unless your merchandise qualifies for replacement under a promotional program,Mattresses and Box Springs must have law tags attached, and be in sanitary condition, clean and free of tears, *****, stains of any kind. Except where prohibited by law, a 15% restocking fee may be charged on returned merchandise or cancelled orders. Customized merchandise thats cancelled after an order is placed is subject to a 20% cancellation fee. Refunds may only be made if merchandise is in " as-new" condition. " AS-IS" and "One Only" items are not refundable or exchangeable. Refunds will be in the same form as that of the original payment and issued only to the individual(s)listed in the invoice, except for cash. If your original payment was a cash payment and your refund exceeds $250, a refund check will be issued by our **************** within 10 days and will be mailed to you by the store.
  ***************************************************************
  Delivery Service
  To ensure smooth delivery of your furniture, please review the following delivery policies:
  All online orders must be paid in full at the time of purchase
  3-days prior to your scheduled delivery, our service store will contact you via your preference (text, email or call) to confirm your scheduled delivery.
  2-days prior to your scheduled delivery date, our service store will contact you via your preference (text, email or call) to confirm an estimated 3-hour time window for your delivery.
  On the day of delivery, you will receive a call at least 30 minutes prior to your delivery arrival. If you are not home at time of delivery, there will be a $99 fee applied to your order.
  If you must reschedule your delivery date, please notify your service store immediately or email us at ************************************* Orders rescheduled within 24 hours of delivery will be charged a $49 rescheduling fee.
  In preparation for your merchandise delivery, doorways should be measured to ensure clearance and rooms cleared so there is an unobstructed path between the point of entry to your home and the room where your new merchandise will be placed. In inclement weather, the delivery team will need a clear path from the street to the front door.
  Due to liability issues, we cannot hoist merchandise, set up lamps, hang pictures or mirrors on walls, make electrical connections or move existing furniture, electronics, televisions, etc.
  We cannot deliver to anyone under age 18.
  If, during delivery, your merchandise or property has been damaged, you must notify store personnel within 7 days of the date of delivery.
  
  We apologize for any inconvenience you may have experienced. If you have further questions or concerns, contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **Title: Extremely Disappointed with Value City Furniture's Customer Service**I recently had a very frustrating experience with Value City Furniture that I feel compelled to share. I ordered end tables and, within the 7-day exchange policy period, returned them because we didnt like the color. We were assured that the new order would be in a different color. However, when we finally opened the box a few weeks later, we discovered that the replacement was the exact same color as before.When we contacted customer service to resolve the issue, we were met with a frustratingly unhelpful response. They insisted on charging us a 15% restocking fee to correct the mistake, despite the fact that the error was on their end, not ours. This is particularly infuriating because we were not charged this fee the first time we exchanged the tables. Overall, I am extremely unsatisfied with how Value City Furniture handled the situation. Their customer service was not only unresponsive but also unfair in their policies. I would not recommend this company based on my experience and will certainly think twice before making another purchase.

  Business response

  08/09/2024

  Dear **************,
  Thank you for taking the time to provide us with your feedback. We are sorry to hear that we did not meet the level of service we aim to deliver.
  Please see the invoice details below:
  You placed your invoice online with the charcoal color, not the grey.
  You picked up the online invoice on 7/5/24.
  You chatted in to ask about the exchange and were told you could go to the store to return and reorder the color you wanted.
  You called 7/11/241 to the store location and wanted to exchange the pieces, there is no mention of color change, so the store exchanged the original color. At this time the restocking fee was waived as a one-time courtesy.
  You picked up the exchange on 7/19/24.
  You called ************* on 8/9/24, several times, 3 weeks after picking up (this is past the 7-day return policy), about the wrong color being ordered. At this time, you were told about our policies and the restocking fee to reorder your pieces in the grey. You escalated the call you our resolution team, and we explained that the invoice was placed online, and you picked up what was ordered and, we explained our policies. There was some confrontation with our team.
  You chatted back in on 8/9/24, and we explained our policies again. We also let you know if you want to re-order the grey color there is a $362.20 difference that needs to be paid. You did not agree with this.
  You are set to bring the invoice back on 8/15/24. You can call the Waldorf store at #************ with questions.Please note the pieces need to be returned by 8/17/24 or we cannot return the order,
  We apologize for any inconvenience you may have experienced. If you have further questions or concerns, contact our ************* Team at ************.

  Sincerely,

  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Business response

  08/09/2024

  Dear **************,
  Thank you for taking the time to provide us with your feedback. We are sorry to hear that we did not meet the level of service we aim to deliver.
  Please see the invoice details below:
  You placed your invoice online with the charcoal color, not the grey.
  You picked up the online invoice on 7/5/24.
  You chatted in to ask about the exchange and were told you could go to the store to return and reorder the color you wanted.
  You called 7/11/241 to the store location and wanted to exchange the pieces, there is no mention of color change, so the store exchanged the original color. At this time the restocking fee was waived as a one-time courtesy.
  You picked up the exchange on 7/19/24.
  You called ************* on 8/9/24, several times, 3 weeks after picking up (this is past the 7-day return policy), about the wrong color being ordered. At this time, you were told about our policies and the restocking fee to reorder your pieces in the grey. You escalated the call you our resolution team, and we explained that the invoice was placed online, and you picked up what was ordered and, we explained our policies. There was some confrontation with our team.
  You chatted back in on 8/9/24, and we explained our policies again. We also let you know if you want to re-order the grey color there is a $362.20 difference that needs to be paid. You did not agree with this.
  You are set to bring the invoice back on 8/15/24. You can call the Waldorf store at #************ with questions.Please note the pieces need to be returned by 8/17/24 or we cannot return the order,
  We apologize for any inconvenience you may have experienced. If you have further questions or concerns, contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased new furniture online directly from valuecityfurniture.com. This morning I woke up to several emails with other customers name, address , phone numbers, SKU numbers of their orders and delivery times and dates. I called to see what I can do. I was told that their corporate office would handle it. I received no email or call. 1 hour After making the call I received more emails and one with a picture of someone's house and a delivery receipt. It's very concerning knowing someone's information was randomly just given to me multiple times. I take pride in being a very private person. Now I have to worry about my personal information being breached because I wanted new furniture.

  Business response

  08/12/2024

  Hello *****************,
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. Per our records you notified us on 8/6/24 that you received suspicious information with another individuals information being attached to a order. On 8/6/24 Acima was notified of this incident.
  
  Please understand that Acima is a third-party financing company, and we do not have access to any of their records. You would need to reach out to Acima directly at ****************** Please include your full name and the lease ID Agreement. You may also reach out to there customer service department at ************ with questions and concerns.
  
  Sincerely
  *********
  Resolution Supervisor
  ************
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/28/2024. Purchased loveseat and sofa, total price $3,039.57. I have been trying to get them to replace the loveseat that has a wide Gap in it. The replace sofa left side doesn't recline

  Business response

  08/12/2024

  Hello *********************,
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  Our records indicate that on 7/25/24 a technician was dispatched to your home, and the final report states the service was completed.
  
  Are you experiencing a new problem?  If so, we can have the technician to come back out, and provide you with a service call?
  Please advise.
  
  Sincerely
  *********
  Resolution Supervisor
  ************
  
  

  Customer response

  08/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22097003
  
  I am rejecting this response because: 
  
  Regards,
  
  ********************* why have a technician to keep coming out and they don't fix anything here's my conversation with someone I spoke to regarding the situation with the love seat and sofa if the problem was fixed I wouldn't keep trying to get the problem resolved. I don't know what the technicians are putting in their reports but they don't fix anything. When I tell them that it's still the same they ignore me and leave. 

  Business response

  08/25/2024

  Dear *********************
  
  We are sorry for any frustration this has caused you.  Unfortunately, we would need to set a new service for an technician to come out and access any additional issues.  A new service order is being requested to review your concerns. Please allow 72 hours for a technician to contact you with a date and time.
  
  Thank you
  Resolution Supervisor
  *********
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction was 6.26.24 for a love seat and a matching couch. We were given 7/9/24 as our delivery date, which we were not happy with but accepted. The couch came but the love seat came with 2 left sides. We foolishly said they could leave the center of the love seat and one of the left sides. Unfortunately, the left side they left was damaged. They called on 6.28.24 and said the right side was in stock but they could not get it to us until 7/16/24. We said that was unacceptable and wanted to return our furniture for a full refund. The woman I spoke with said she would reimburse our delivery charge after the last piece was delivered. I said OK. She also said the repair tech would also be out 7/16/24. The repair tech showed up but there was no word whatsoever about the missing piece being delivered. I kid you not, I spent the entire afternoon of 7/16/24 trying to speak with the location we purchased from and the location that was supposed to be delivering. Finally they said they would get the last piece to us on 7.23. Nothing came. They rescheduled for 7/27. A sweet young girl called to say they pushed it out to 8/6. I told them I wanted to return everything (again) and they said we had been sitting on the couch for 3 weeks so it was impossible. I spent hours on the phone again. Will from the ****************** location spoke with me and said he would get back to me the next day to hopefully get a sooner delivery date. That did not happen. I finally got a hold of him and he said 8/6 was the soonest. I just want a full refund, enough! The other number associated with this transaction is 123-288179.

  Business response

  08/02/2024

  Dear ************,
  Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience. Our company takes pride in delivering the absolute best service to every customer.
  We apologize for all the issues and inconvenience.We have set up a pick-up on 8/8/24, once we pick the pieces up you will get a full refund.
  Again, we apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

  Customer response

  08/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22079481
  
  I am rejecting this response because:  After speaking with the Value City representative, Joy, we came to an agreement that I would pick up the missing piece of furniture on 8/7/24, which I did, and Value City would reimburse my credit card for the amount of $430.00. I am hopeful that they will move forward with the reimbursement, as promised.
  
  Regards,
  
  *******************

  Business response

  08/12/2024

  Dear ************,
  Your refund was done on 8/5/24, it can take 7/10 business days to reflect on the card used. You may want to check your account for pending refunds.
  Again, we apologize for this experience.  We appreciate your business and look forward to serving you again soon.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The dye on the head rest of the reclining is wearing off. I have trying since Feb this year to try to get it resolved. The sent someone out and took pictures of the head rest. They told me that they had to order material for repair. I had waited until last week to get it repaired. Value city said they could not get the material. I would like to get a refund so i can purchase another sofa since it can't be repaired. any help would greatly appreciated!

  Business response

  08/05/2024

  Dear ***************************,
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. We are currently still reviewing your complaint.
  Please allow us until 8/9/24 to fully address your complaint.
  
  Thank you
  Resolution Supervisor
  *********

  Business response

  08/14/2024

  Hello ***************************,
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. After further review we can honor an even exchange on the **** PWR L SOFA-***** as a couresty. We are unable to provide you with a refund, but we can offer a replacement as early as 8/24/24.
  
  Please be advised, all of our delivery dates and pickup dates are tenative, and they are subject to change due to avaliability. Will this date work for you?
  
  Please contact us at our customer care department if the date needs to be rescheduled at ************** M-F 10-7 Sat-10-6
  
  Sincerely
  *********
  Resolution Supervisor

  Customer response

  08/29/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  **************

  **************************** 22064960

  Value City Furniture, Inc.

  Aug 29, 2024 2:41 PM

  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the beginning of May 2024 my husband and I made an online purchase and paid in full for a sofa, reclining chair and love seat set and delivery. We were told it was going to be delivered on 06-20-2024. We were not notified that the company changed the delivery to pick up until the stre said we could pick up the furniture set to be ready till 7-20-2024. My husband told the store it was suppose to be delivery and made on 6-20-2024. The store stated there was a delay and now it's 7-20-2024. We were upset cause we got rid of our old furniture set before 6-20-2024 and now my kids had nothing to sit on. The store called my husband about two weeks later stating they had two out of the three furniture pieces and would deliver what they on 7-20-2024. I was upset because the next date to get the full set would be 8-20-2024. The store help give us 10% back and gave us delivery fee back. The manager stated we still will receive the two pieces of furniture delivered on 7-20-2024. At that time we accepted the fact that we would get two deliveries one on 7-20-2024 and other on 8-20-2024. On 7-20-2024 around 12:00pm I called the store because nobody came to deliver our furniture yet. The store stated they are not seeing a delivery date till 8-15-2024 for all our furniture. The company did not contact us on the delivery change and we wasted a Saturday waiting on furniture that was not coming. I called corporate and was told a manager would contact me but still have not received a call back. We just want what we paid in full for and delivered within in two weeks. I don't want my kids to be without furniture any longer.

  Business response

  07/26/2024

  Dear Mr. ***** ******************,
  Thank you for bringing this matter to our attention. We do apologize that this has been your experience with our company.We want to put forth our very best effort to resolve your complaint.
  We see the next delivery date for the piece is 8/15/24,this store location only delivers to your address once a month. I apologize for any inconvenience and confusion.
  Again, we apologize for any inconvenience you may have experienced. If you have further questions or concerns, contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed my order for my bedroom dresser set (dresser, chest, and two night stands) on April 21st, 2024 and it was delivered on April 24th, 2024. Upon putting together my dresser set, I realized that the chest drawer sent me double of one piece, and none of one of the pieces I needed, so I was unable to put the last dresser drawer together. I contacted customer service more than 10 times since then, and I still do not have a resolution. My communication with customer service has been as followed. 05/02/24- Contacted the customer service line and spoke with ********************. She instructed me to send a picture of the piece I am missing via email. I sent the email immediately while still on the phone. 05/14/24 Still have not received the missing piece, so emailed ******************** via email informing her I still have not received the piece. She returned my email the same day stating that there is no update as of yet, thank you so much. 05/31/24- Between the 14th and the 31st I received the new piece that ended up being the incorrect piece and the wrong color on top of that so I contacted ******************** again via email.06/10/24 I still had not received the item so sent an email to ******************** again stating following up on this. 06/11/24- I still had not received the time so I sent another email to ******************** again stating following up on this. I have called between June 11th and the beginning of July. I believe I called 3 times from my memory.07/17/24 I called again to get an update. I was told that within 72 hours I would get a return call from a manager with an update on the shipping. 07/22/24. No update, 07/24/24 I contacted the customer service department for the piece I was missing , they do not have the correct piece. I asked for a refund and they refused the refund.

  Business response

  07/26/2024

  Dear ******************,
  
  Thank you for taking the time to speak with me.
  
  I apologize for any confusion during our recent conversation. Please be assured that you are entitled to a full refund for the damaged merchandise.
  
  Should you prefer not to wait for parts, please return the damaged item to your nearest Value City Furniture / American Signature Furniture store so that we can initiate the refund process promptly.
  
  If you opt to wait for the correct parts, rest assured that we are actively engaging the necessary parties to provide you with an estimated time of arrival as soon as possible. We truly appreciate your patience and recognize the urgency of resolving this matter promptly.
  
  As discussed previously, we can offer temporary parts in a different color than originally ordered to ensure the functionality of the item while you wait for the correct parts.
  
  We sincerely regret any inconvenience this situation has caused. Should you have any further questions or concerns, please do not hesitate to contact our corporate ************* at ************.
  
  Sincerely,
  
  
  
  **************
  Resolution Supervisor
  *************
  ************

  Customer response

  08/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035962
  
  I am rejecting this response because: Returning the item to my nearest Value City Furniture will cost me time and money. Not only will I be charged a restocking fee, but I will also have to pay for a larger vehicle to take it back to Value City Furniture. On top of taking me hours to take it back apart. Also Value City furniture lies about the options available to me? If you check all of your recorded phone conversations NONE of this was offered as a temporary solution over the past 90 days of this issue. Also I was never told I could get a refund if I returned the item to the store. I have been lied to several times by Value City Furnture about when I would receive a call back from a manager (within 72 hours- never received a call back) then I was informed I would receive a call from the manufacturer. I have not once received that call. I have had this item for over 90 days and can not utilize the product because of poor business practices of Value City Furniture. Value City Furniture has not provided me the product that I paid for. Im not accepting a temporary part either because I was sent the wrong item several times and Im just now being told that this option is temporary. How long is temporary when I have had this product for over 90 days and you have not been able to provide me with the correct product. I have typed up letters to send to the board. This issue is NOT resolved.
  
  Regards,
  
  *****************************

  Business response

  08/02/2024

  Dear ******************,
  
  I apologize for any miscommunication or conversational disconnect during our interaction. Please be assured that you are entitled to a full refund for the damaged merchandise.
  
  The standard return policy for items shipped directly from the manufacturer will apply. For your reference, I have included a summary of the policy below. The complete policy is available on our website under the "Refund & Exchange Policy" section.
  
  ---Customer is responsible for returning merchandise to your local store in original condition for a refund.---"
  
  If you prefer not to wait for replacement parts, please return the damaged item to your nearest Value City Furniture or American Signature Furniture store to initiate the refund process promptly.
  
  Please note that it is against our policy for manufacturers to contact customers directly; all communication must be handled through the retailer Value City Furniture /American Signature Furniture.
  
  We sincerely apologize for the inconvenience caused by receiving the incorrect item. The necessary parts to complete your order are currently on back order. If you choose to wait for the correct parts, we are actively working to provide an estimated time of arrival as soon as possible. We appreciate your patience and understand the urgency of resolving this matter.
  
  As discussed previously, we can provide temporary parts in a different color to ensure the functionality of the item while you wait for the correct parts.
  
  We regret any inconvenience this situation may have caused. Should you have any further questions or concerns, please do not hesitate to contact our corporate ************* team at ************.
  
  Sincerely,
  
  
  
  **************
  Resolution Supervisor
  *************
  ************

  Customer response

  08/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035962
  
  I am rejecting this response because: 

  I was told by your staff different information. You can listen to the recorded calls. The information is wildly different than I was provided before.

  I would like the correct item sent to me immediately. If you cannot do that I would like a full refund on the item I cannot use. I am not paying more money out of my pocket to return something, especially after 90+ days of dealing with this issue. 
  

  I will not accept anything less than the part I need sent IMMEDIATELY to my house or a FULL refund on the chest. After being given different information by staff and by you, I cant trust you that what you are saying is true. I could very well end up paying to return the item, get to the store, and the store also provide different information, and never see a refund. 
  

  I will repeat: the only resolution I am willing to accept after 90 days of going back and forth with this issue is either the  missing part sent to my home IMMEDIATELY. With arrival by Friday afternoon. OR a full refund on the item IMMEDIATELY without any additional financial cost or time required by me. I have already spent hours and money on this, and have received nothing but mixed messages, as well as wasted time and money because of your poor business practices and being unable to use the product that you have sold me.

  
  Regards,
  
  *****************************

  Business response

  08/07/2024

  Dear ******************,
  
  I apologize for the inconvenience you have experienced. Regrettably, our previous response remains unchanged.
  
  You are entitled to a full refund for the damaged merchandise. As per our standard return policy for items shipped directly from the manufacturer, please follow the guidelines outlined below. For further details, you may refer to the complete policy on our website under the "Refund & Exchange Policy" section.
  
  ---Customer is responsible for returning merchandise to your local store in original condition for a refund.---"
  
  If you would prefer not to wait for replacement parts, you may return the damaged item to the nearest Value City Furniture or American Signature Furniture store to initiate the refund process promptly.
  
  We sincerely regret the inconvenience caused by receiving an incorrect item. Please be advised that the necessary parts to complete your order are currently on backorder and are not immediately available.
  
  Should you have any further questions or concerns, please do not hesitate to contact our ************* team at ************.
  
  Sincerely,
  
  
  
  **************
  Resolution Supervisor
  *************
  ************

  Customer response

  08/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035962
  
  I am rejecting this response because: 

  the item is no longer in original condition if I have completed putting together 75% of the item, so if I brought it back to the store they wouldnt give me a refund anyways. It was the last drawer I put together when I realized that your company didnt send me the correct piece. 
  

  I am rejecting this response.

  
  Regards,
  
  *****************************

  Business response

  08/21/2024

  Dear ******************,
  
  We will be happy to accept the return of the item, provided it is without any damage caused by the customer. Alternatively, we can continue to await the arrival of the correct parts if you prefer.
  
  We sincerely apologize for any inconvenience this may have caused. Should you have any additional questions or concerns, please do not hesitate to reach out to our *********************** team at ************.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  **************
  Resolution Supervisor
  Customer Care
  ************

  Customer response

  08/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035962
  
  I am rejecting this response because:

  I have been told several times over the phone that this was not possible. Review your recordings and you will hear that I was told that this was not possible. Your company has told me lies several times about what has been going on with managers calling me (when they didnt), the manufacturers calling me (when they didnt). I cannot spend more money to be told when I get to my local store that they cannot accept it. I am now disputing the claim with my credit card provider. 
  
  Regards,
  
  *****************************

  Business response

  08/26/2024

  Dear ******************,
  
  We will accept the return of the item, provided it is without any damage caused by the customer.
  
  Alternatively, we can continue to await the arrival of the correct parts if you prefer.
  
  Should you have any additional questions or concerns, you may reach out to our *********************** team at ************.
  
  Sincerely,
  
  **************
  Resolution Supervisor
  Customer Care
  ************

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035962
  
  I am rejecting this response because: 
  You can not be serious with taking this apart and returning it. Returning it is going to cost me money to rent a truck to return the item. I have also contacted my local store and they have no idea what you are talking about. 
  

  I have disputed this with my credit card company.

  
  Regards,
  
  *****************************

  Business response

  09/09/2024

  Dear ******************,
  
  We will accept the return of the item, provided it is without any damage caused by the customer.
  
  Alternatively, we can continue to await the arrival of the correct parts if you prefer.
  
  Should you have any additional questions or concerns, you may reach out to our *********************** team at ************.
  
  Sincerely,
  
  
  
  **************
  Resolution Supervisor
  Customer Care
  ************

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035962
  
  I am rejecting this response because: 
  That is not what my local store said. 

  
  Regards,
  
  *****************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a table and chairs in July 3rd from ****** I was told the chairs would be in July 9th and the table would be in July 23rd. I would be picking up both. I picked up the chairs on time and it went great. I went to Value City on July 23rd to pick up my table and it was no where to be found. This was after I contacted Value City several days before and they confirmed the July 23rd pickup date. I was told I could pick it up at the distribution center and agreed to that, but come to find out, that wasnt an option. When speaking with a manager at the store, shes said it wouldnt be in now until the end of August! No call, no email, nothing! She said she could compensate me $50, thats a slap in the face! Then called corporate and they said they could only compensate me 10%! Thats another slap in the face for having to wait another month! This is absurd, ridiculous, and poor customer service! The supervisor at corporate, names ******?? said that was all they could do. How does Value City keep customers for this awful service! Im applaud by how bad this is. I already had to wait 3 weeks from the date I ordered and now I have to wait at least another 4 weeks!!! For a table that I bought at a FURNITURE store! I want my money back and someone to come get these chairs that I already put together. I will take my business elsewhere and make sure everyone I know does the same thing! This is unacceptable!

  Business response

  07/29/2024

  Dear  *******************************,
  
  We sincerely apologize for any inconvenience you may have experienced. We want to put our very best effort to resolve this complaint.
  
  We understand how frustrating a shipment delay can have a impact on our customers. We are working with the manufacture and doing everything possible to rectify the delays. Unfortunately, this is out of our control. We would like to offer you 15% (******) off your order if you would like to continue to wait. You are tentatively scheduled 8/20/24 for pickup.
  
  If you would like to proceed with a refund we can delete the items you do not currently have in your possession. And the items you currently have you would need to return them back to the store.  Due to our Returns and Exchange  Policy, It is the customer's responsibility to return any merchandise to the store for service, exchange or to make a return when the item is a Pickup.
  
  We are are unable to approve your request to pickup your return, you will need to return the item to the store if you no longer want to wait.
  
  Please let us know no later than 8/10/24 if you would like to continue to wait on the remaining of your order, Or if you will be cancelling your order.
  
  Thank you
  Resolution Supervisor
  *********

  Customer response

  08/04/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint with a refund of $322.48.
  
  Regards,
  
  *******************************

  Customer response

  08/15/2024

  Hello,

  I am reaching out because I should be been given a credit on my card through Value City and have yet to receive anything. Its now been over  2 weeks since the case was first opened. 

  Business response

  08/19/2024

  Dear *******************************
  
  Thank you for contacting us. We are sorry about the delay of the refund offered. A refund of $322.48 was processed on 8/19/24. Please allow 3-5 business days for processing.
  
  Thank you
  Resolution Supervisor
  *********

  Customer response

  08/22/2024

  [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.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *******************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello Better Business Bureau, I went to American Signature Furniture back in 2108 to the Kennesaw location to buy dinning chairs, table and a fire place. I was told by the sales associate then that I should get the protection plan and if not used, I will be reimburse automatically. In 2022, I called American Signature Corporate and I was told then, I can't get my money back just then and I called too early, no one told me then I need to call at a certain date. I called back in January in 2024 and I was told by Corporate that they send the gift card in batches, they review records of people that did not use the protection plan and go ahead to send gift card to their emails and I will automatically receive a gift card in April of 2024 and I called too early. Fast forward, today I called corporate again and I was transferred to their Smyrna location, and they lied again. I requested to escalate and it was escalated to Melinda the I was told she a supervisor but she introduced herself as the Assistant Store Manager ( I was not aware this order was tied to this store location, as I did not go to them in the first place). Fast forward, Melinda is saying I was meant to call March 2023 to request for my money back and it is not an automatic process as earlier advised, she claimed to have called Corporate and spoke to the Resolution Department and I was denied the gift card. Please bear in mind I have been calling this business and I purposely did not use the protection plan because I wanted by money back. I also threw out the furniture, because they did not last and were essentially not a good buy. This business took the road to deception and now they are denying what is rightfully mine and saying they will only give me half of the amount owed as I did not call March of 2023. This is very unfair, they have refuse to do the right thing and causing me my time even though it cause them nothing to be honorable. Thank you!

  Business response

  07/24/2024

  Dear ********* *********
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  As a one-time courtesy we would like to offer you the full credit amount of the Pure Promise rebate of $189.99.
  
  Rebates are in a instore credit form only. You would need to use your Pure Promise Rebate by 8/24/24 to avoid the rebate from expiring. Your account has been updated to reflect this one-time courtesy.
  
  Thank you
  Dominique
  

  Customer response

  07/24/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* *********

*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. ↩