ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July of 2019, I purchased a bed set from this location. During my purchase, I added a warranty package to my purchase. In February 2022, my bed frame broke and I submitted a claim to the warranty company. On June 15th, 2022 I was notified by Warranty Service (the warranty company) that my claim was approved and Value City Furniture would be notified. By September 2022, I realized that I have not received a call from Value City Furniture to pick up the replacement item so called them on September 13th, 2022. I was told by the rep that they would look into this and get back to me. I never received a call back. I called back on November 21st, 2022 and was told to resubmit the claim through the warranty company. I called the warranty company and they said they will just reopen my original claim and resent to the store. During 2023, I called the store every other month seeking an update. Each time I was told - we will look into this, or we are really backed up, or I am not even sure that bed is in stock anyone and that someone would get back to me. Each time, I would never receive a call back. In January 2024, I finally was able to speak with a manager (Keith) at the store who assured me that he would handle this. Again, I have yet to hear back from value city furniture. I have paid for a warranty plan that I cannot use at this point. Even though the warranty company has approved my claim. Since it's clear they will not honor the replacement of the bed rails, I would like the amount of money I spent on the warranty packaged refunded - I paid for something they will not honor. Invoice # at Value City - ********* Claim # with warranty company - *********

  Business response

  05/10/2024

  Dear Ms./Mrs. *******,
  
  Thank you for contacting us and sharing all your feedback and concerns we first would like to apologize if we did not meet all expectations regarding your claim. We did investigate your issue regarding the approval of your claim and our store did initially try to get this addressed when the claim originally received 6/29/23. We do understand the circumstance and the reports of reaching out to us with no follow up, so we have agreed to honor the full amount of $151.19 for the pure promise warranty purchased on 8/06/2019. This amount has been processed to your Discover card ending in 2309 and should reflect within 7-10 business days depending on your bank.
  
  If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ***** ********. Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  Sincerely,
  
  Sahara C*****
  

  Business response

  05/10/2024

  Dear Ms./Mrs. *******,
  
  Thank you for contacting us and sharing all your feedback and concerns we first would like to apologize if we did not meet all expectations regarding your claim. We did investigate your issue regarding the approval of your claim and our store did initially try to get this addressed when the claim originally received 6/29/23. We do understand the circumstance and the reports of reaching out to us with no follow up, so we have agreed to honor the full amount of $151.19 for the pure promise warranty purchased on 8/06/2019. This amount has been processed to your Discover card ending in 2309 and should reflect within 7-10 business days depending on your bank.
  
  If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ***** ********. Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  Sincerely,
  
  Sahara C*****
  

  Customer response

  05/10/2024

  I am rejecting this response because:  refund issue. Appreciate that they are willing to refund the warranty. But they are processing a refund on a credit card I no longer have access to. The account is closed and I have no way to retrieve that refund. Is there any other way to receive?

  Thanks  

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

  Customer response

  05/10/2024

  I am rejecting this response because:  refund issue. Appreciate that they are willing to refund the warranty. But they are processing a refund on a credit card I no longer have access to. The account is closed and I have no way to retrieve that refund. Is there any other way to receive?

  Thanks  

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

  Business response

  05/14/2024

  Dear Ms. ******s,
  
  Thank you for your response we would be more than happy to help. If the account is closed typically the bank institution will process a refund check on their end if no balance is due. We would highly recommend you reaching out to the bank for further assistance as it is our company policy to refund the original payment utilized at the time of purchase. The only time we can issue a check is if the bank rejects the refund and sends the refund back to us which can take up to 30 days from the date it was processed.
  
  If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ***** ********. Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  Sincerely,
  
  Sahara C*****
  

  Business response

  05/14/2024

  Dear Ms. ******s,
  
  Thank you for your response we would be more than happy to help. If the account is closed typically the bank institution will process a refund check on their end if no balance is due. We would highly recommend you reaching out to the bank for further assistance as it is our company policy to refund the original payment utilized at the time of purchase. The only time we can issue a check is if the bank rejects the refund and sends the refund back to us which can take up to 30 days from the date it was processed.
  
  If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ***** ********. Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  Sincerely,
  
  Sahara C*****
  

  Customer response

  05/15/2024

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

  Customer response

  05/15/2024

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

• Initial Complaint

  05/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered item on the 20th of april 2024 (Order #: ***********) and cancelled it 15 minutes later because it was the wrong item wanted. Ordered the correct item same date. Next day on the 21st of April I again replied to an email from VCF asking fo this Order #: *********** to be cancelled. Received an email on Monday April 22nd that the order had shipped. I called VCF and discussed the issue. I was told if I returned it to the store in Boardman Ohio I would not be charged a restocking fee. I did so on the following day. Now I have been charged a restocking fee of 15 percent. I am asking to be made whole by having that fee refunded to me.

  Business response

  05/06/2024

  Dear Mr. *****,
  
  Thank you so much for speaking with me over the phone on Saturday. We do apologize that this has been your experience with our company.
  
  As per our discussion, I'd like to reiterate our policy regarding the non-refundable restocking fee. Once an item has been shipped, it falls under our standard procedure, clearly outlined on our website. "Merchandise that has already shipped cannot be canceled. The customer is responsible for returning merchandise to their local store in its original condition for a refund. Returns must be made within 7 days upon receiving item(s) and will incur a 15% restocking fee."
  
  There are no notes in your invoice to indicate this fee will be waived.
  
  We understand this may not be the ideal resolution for you, and we regret any frustration it may cause. Should you have any further inquiries or concerns, please don't hesitate to reach out to our corporate Customer Care team at ###-###-####.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  Olivia P
  

  Customer response

  05/06/2024

  It is clearly stated in the online emails when ordering as pictured that so long as you cancel before the item ships you will receive a full refund. Not only did I cancel before this item shipped I cancelled twice before it shipped. I cannot  control VCF WORK SCHEDULES. Perhaps the offices should not approve weekend purchases until they have read all correspondence from the weekend on Mondays before the office starts to approve shipments. This clearly did not happen. VCF cannot ignore correspondence that it requests customers make in timely manners because they are inept at reading them in a timely manner. I am requesting the 15% restocking fee to be returned to my account. 
  Regards,
  ******* *****

  Business response

  05/07/2024

  Dear Mr. *****,
  
  Our answer has not changed.
  
  As per our discussion, I'd like to reiterate our policy regarding the non-refundable restocking fee. Once an item has been shipped, it falls under our standard procedure, clearly outlined on our website. "Merchandise that has already shipped cannot be canceled. The customer is responsible for returning merchandise to their local store in its original condition for a refund. Returns must be made within 7 days upon receiving item(s) and will incur a 15% restocking fee."
  
  The item was prepared for shipment when the order was placed.
  
  There are no notes in your invoice to indicate this fee will be waived.
  
  We understand this may not be the ideal resolution for you, and we regret any frustration it may cause. Should you have any further inquiries or concerns, please don't hesitate to reach out to our corporate Customer Care team at ###-###-####.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  Olivia P
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 03/14/2024. Amount of ticket was $12,469.81 First Delivery date was April 19,2024 Second Delivery date was scheduled for May 10, 2024. I received a call on April 17 stating that all of my furniture has arrived and will be delivered on April 19, 2024. Well, that in fact did happen, however the dining table and base was not new or came in a box. It was used/damaged so it was not accepted. My bed was left in the middle of my floor unassembled due to not having the tools/screws to put it together. My walls, rails and baseboards going up my stairs is ruined and someone has to come and paint. Someone came out on 4/23 and he stated that he could not assemble the bed by himself neither did he have the tools to do so. I have continuously attempted to reach a member of management with failed attempts. Someone finally answered on April 25th at 8:42pm when I was then put off on a customer representative by a manager. I explained my issue and again asked for a member of management. The manager by the name of April got on the phone and stated Ms. A***** what do you want me to do, I can’t come fix your bed and paint tonight. I told her thank you for your time have a great night. On April 26, a delivery team came to assemble my bed in which they used old, rusted striped screws for a NEW bed. They also brought my dining table only for it to be the same table and was advised to talk to me and try to get me to take it. Again, it was not accepted and I have yet to hear from someone in management from American Signature in Stonecrest, Ga. I have never received so much unprofessional, unethical customer service in a place I spent my money. I just purchased a new home and this should have been a joyous and exciting experience. Instead, I am in tears. If I was in a different demographic this treatment would not have been received. I love my furniture and thought highly of this company, but after this experience, I rather them come pick it up and refund my monies.

  Business response

  05/14/2024

  Hello ******** ******
  
  We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.
  
  After further review, we are pleased to see that a service technician completed the assembly for the Manhattan Bed on 5/3/24.
  You are also scheduled for a delivery on The Artemis Table and Base on 6/14/24.
  A property claim was filed on your behalf on 4/29/24. Please let us know if you have not been contacted by the Insurance department.
  
  We would like to offer you fair compensation after your order has been finalized with the delivery of the Artemis Table and Base.
  
  Please contact our customer care department if you need further assistance.
  Sincerely,
  Dominique
  ********** ********** ************

  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought two couches less than a year ago along with the extended warranty. I have filed two claims with the warranty center and both have been denied. My first claim was due to the zipper of one of the back cushions busting completely open spilling out the green stuffing. Also, other back cushions have some holes and tears in them. This happened less than six months after purchasing the furniture. I took pictures and sent them in to be denied for coverage. We had to sew the zipper part of the one cushion together and it looks horrible. My second claim was due to a spring popping through the bottom of the couch toward the floor. There is a hole in the bottom of the couch. I took pictures and sent them in to be denied again. This furniture is of poor quality and I am really disappointed that I haven't gotten any help from the warranty. Why pay the extra money for a warranty that isn't honored?

  Business response

  05/03/2024

  Dear **** *******
  
  We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.
  After careful review, we see that you filed a warranty claim through Uniter's Pure Promise.
  Uniters Pure Promise is a third party company with there on set of terms and conditions. We would not be able to assist with any claims filed with Uniters Pure Promise.
  
  However, the manufactory warranty is still active until 5/17/24. With any warranty claim, claims have to be reported within a timely manner. Please reach out to your local store to have a service technician to come out for a inspection. Once the inspection is completed, your local store will contact you within 7-10 business days to provide you a decision. Please reach out to the local store before 5/17/24 to setup service.
  
  Sincerely
  Dominique
  
  

  Customer response

  05/06/2024

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a living room set from Value City on November 29, 2023. As of today, my furniture has not been delivered and has been delayed 3 times. It was originally scheduled to be delivered on March 16, 2024. It then changed to April 27th and that one was cancelled to now May 1st. The representatives did not call to let me know that my order was being delayed, I found out when I called them to follow-up. This is the worst customer service experience that I’ve ever encountered.

  Business response

  04/26/2024

  Dear Ms. *******,
  
  We apologize for the inconvenience of the delays and not being notified, and we want to ensure that we are doing everything we can to get our merchandise. We do advise all dates are tentative due to the manufacturer. For the inconvenience, we would like to refund your delivery fee upon successful delivery. If you have any questions or concerns, please feel free to contact your local store or us here at customer care ###-###-####.
  
  Sincerely,
  
  Princess
  

  Customer response

  05/01/2024

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

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Consumer purchased a mattress from Value City in Beachwood, OH. After 3 months the mattress collapsed. The company came and looked at it and confirmed that it was defective. The consumer thought the mattress would be replaced with a brand new one since he had a warranty. The company instead gave him a used one. When the consumer asked about this the business stated "this was all he was going to get. "

  Business response

  04/22/2024

  Dear **** ******,
  
        We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
        As we are looking at your orders it looks like you placed the first order of a Queen size Mattress Dream Relax Soft with a Sleeping Function Base and a Mattress Protector on 09-12-2022 and received the delivery on 09-17-2022. You reported that the mattress collapsed on 01-27-2023 and the store sent out the service technician on 02-08-23. After the inspection, the store allowed you to reselect a different mattress and you selected a Queen Avonlea Medium Mattress on 02-09-2023, Delivery store pulled a new mattress and delivered it on 02-15-2023. The store Didn’t deliver the used Mattress.
        If you have further questions or concerns, please contact your purchasing store location or Customer Care at ###-###-####. Once again, please accept our apologies for any inconvenience this may have caused.
  
  Sincerely,
  
  Zeeshan
  
  

  Customer response

  04/30/2024

  I am rejecting this response because: that is not true. The delivery team delivered an old, smelly mattress on 02-15-2023, and the delivery team took off the bag and threw it on the bed and took off. I called the store immediately to report the smell. The said they were not warrantying it. They got to the point they would not take my calls. They wouldn't even send anyone out to check out what I was saying. I have been complaining about the old mattress they delivered since it was delivered. 
  
  Regards,
  
  **** ******

  Business response

  05/06/2024

  Dear **** ******,
  
        We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
       As we are looking at your order, it looks like the store already picked up the mattress and you have to reselect something different.
        If you have any further questions or concerns, please reach out to your purchasing store location or Customer Care at ************. Once again, please accept our apologies for any inconvenience this may have caused.
  
  
  Sincerely,
  
  Zeeshan
  

  Customer response

  05/07/2024

  5.6.2024, Consumer notified BBB that the business has addressed the complaint.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty was not honored for dining room set damages to chair and table. Was told at time of purchase that the warranty was good for 5 years and after 5 years if warranty isn’t used the 250.00$ can be used to a new purchase! I called the store and was directed to call a insurance company followed all the directions and was immediately told I had to file in 30 days I have no idea when the damage happened so I could not use the warranty!!!

  Business response

  04/17/2024

  Dear Ms. *****,
  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.
  The extended warranty through Uniters of North America, Pure Promise is a third-party company with its own sets of terms and conditions and policies. This includes how the policy is denied or approved. You will need to dispute the denied claim with Uniters.
  Below is the contact information:
  FILE A CLAIM:
  Within 30 days of the discovery of damage
  App: Download Uniters App from the Android App Store
  Phone: **************
  Websites:
  *****************
  ********************
  Please see the attached Uniters information.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our Customer Care Team at *************
  Sincerely,
  Joy                                                                                                                    
  

  Customer response

  04/22/2024

  I am rejecting this response because: When I purchased the furniture I was told to just call the store and report the issue and the damsged furniture will be replaced or repaired! I paid 250$ for this warranty I explained several times that I dont have any idea when the damage happened,I filled out a form and sent in photos. I thought it could be a problem from trhe factory because the seat is just lifting up! 
  
  Regards,
  
  ******* *****

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Wynne coffee table and matching end table on 3/14/2024, with a deliver of 3/19/2024. I contacted Value City within a week of delivery to request a return on the items due to an intense odor coming from both items that were not present when I viewed the display model in the store. My significant other and I were very concerned about the odor and the potential for it to harm our five-month-old (at the time) baby. When I spoke with customer service for the return, they were understanding and said we would not incur charges to return the items. I called the store today (4/15) because I had not yet received the return to my card used to purchase the items, and the manager stated they would process the return less a $329.99 restocking fee. I asked why I am being charged to return an item that had an odor that could be a safety concern to my infant, and he said that's their policy and to call customer care. I contacted Customer Care and spoke with someone named Stephen who told me the best he could do is offer a refund of the difference between the restock fee ($329.99) and the delivery fee ($199.99), giving me a total of $130 ... which he then taxed to give me a refund of $114. Stephen said it is their policy to charge for a return, even if it could harm someone. He also mentioned something along the lines of this being their threat when I said I would contact the BBB. I've never in my life experienced a company requiring me to pay them to pick up an item that was not as advertised in terms of smell, and that I had a concern it could hurt my child.

  Business response

  04/17/2024

  Dear ****** *****,
  
  Thank you so much for bringing this matter to our attention. We apologize for any inconvenience this may have caused.
  
  After reviewing your invoice, we can confirm you spoke with a representative that did not go over with you any fees for making a return.
  
  Per our refund & return policy. Returns made with thin 7 days of delivery are subject to a 15% restocking fee. The conversation between you and the representative was without any fees.

  I apologize you were charged a new delivery fee, We have processed a refund for $215.99 back to your ********* account.
  
  Please allow 3-5 business for processing.

  Sincerely
  Dominique
  ********** **********

  Customer response

  04/21/2024

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased sofa in November 2023 from Value City Furniture on ***** ****** in Columbus, Ohio and within 3 months, cushions are flat, no support, painful to sit on. Contacted Value city customer service and manager, Mark, at specific store location of purchase and have gone through channels with customer service and "service repair" who stated this is "normal wear and tear" and offered no recourse, refund or assistance stating that due to the nature of the cushions this is normal and expected stating that they just need to be fluffed up. However, this does nothing to help with the support and even if they are fluffed they become completely flat within a few minutes. The couch was quite expensive and essentially not useable due to lack of support. We have attempted to add our own support with foam, etc which did not help.

  Business response

  04/09/2024

  Dear ******,
  
  We extend our sincerest apologies for the dissatisfaction you have encountered with your product. It is our utmost priority to ensure that your concerns are promptly addressed.
  
  Upon thorough review of our records, it has been verified by a trained and certified service technician that your sofa complies with manufacturer standards.
  
  It is important to note that your sofa was customized to your specifications, featuring full feather cushions. It is common for feather cushions to require regular fluffing in order to maintain their original shape and prevent flattening over time.
  
  We regret any inconvenience this situation may have caused you. Should you have any further inquiries or concerns, please do not hesitate to reach out to our corporate Customer Care team at ************.
  
  Sincerely,
  
  Olivia P
  

  Customer response

  04/22/2024

  Hello,
  
  I am following up in regards to claim as referred to in the subject of this email. It appears as though VCF has responded back stating that the couch was customized to our specifications and featuring full feather cushions. There was no customization of this couch and it was never disclosed to us during the purchase that this was exclusively feathers and there would be no Support or that additional maintenance of any kind would be required on this couch. We would like to pursue further measures as relates to some type of return or credit towards the purchase of another couch, we are happy to use that credit towards another piece of furniture at value city.
  
  Thank you,
  *** **********
  

  Business response

  04/23/2024

  Dear ******,
  
  Thank you for reaching out regarding your recent claim. We understand your concerns and appreciate the opportunity to address them.
  
  Upon reviewing your inquiry, we would like to clarify that our records indicate the purchase of the couch was made in-store. As part of our in-store purchasing process, customers have the opportunity to inspect the furniture, ask questions, and receive information about the product specifications.
  
  We strive to provide comprehensive information about our products; however, we rely on customers to inquire about specific features or requirements they may have. While we regret any misunderstanding, it's important to note that the responsibility for verifying that the product meets all of your needs rests with the purchaser.
  
  We regret any inconvenience this situation may have caused you. Should you have any further inquiries or concerns, please do not hesitate to reach out to our corporate Customer Care team at ************.
  
  Sincerely,
  
  
  Olivia P
  

  Customer response

  04/24/2024

  I am rejecting this response because: it was stated in their reply that this couch was customized to our specifications. This was not the case at all. There was no discussion, customization, or education at all, regarding the fact that there was no filling in the cushions except for down. There was also no discussion or information provided as to the “maintenance“ that has subsequently been discussed and we have been told that there is maintenance required for the couch. This is also something that was not discussed. The maintenance that they were referring to I believe is the fluffing of the cushions which does absolutely nothing as it relates to the support or ongoing issues as you can see   with the previously attached photos. 
  
  Again, we are requesting a credit for the cost of the couch and the couch to be returned back to the store. We would gladly accept store credit in order to purchase a different product.. thank you. 
  Regards,
  
  ****** **********

  Business response

  04/24/2024

  Dear ******,
  
  We proudly showcase our Plush sectional both in-store and on our website, while displaying a diverse selection of fabrics, colors, and two cushion options with the item.
  
  We deeply regret that the feathered comfort option you selected hasn't met your expectations. After a thorough assessment by our skilled and certified service technician, it has been determined that there are no manufacturing defects with the item. Unfortunately, we're unable to extend our return policy or offer credit based on personal preferences.
  
  We strive to provide detailed information about our products, yet we also encourage customers to inquire about specific features or preferences they may have. While we sincerely apologize for any confusion, it's important to emphasize that it remains the responsibility of the purchaser to ensure the product aligns with their individual needs.
  
  We apologize for any inconvenience this matter may have caused you. If you have any further questions or concerns, please don't hesitate to contact our corporate Customer Care team at ************.
  
  Sincerely,
  
  
  Olivia P
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few months ago, I purchased furniture from this company. Furniture was delivered but was damaged. The delivery driver assured me that someone would contact me to have the furniture fixed but I never received a call. I called this establishment and requested assistance with getting the furniture fixed. A week or so later this establishment sent someone to fix the issue however it wasn’t sufficient. I requested the furniture to be replaced and on the day of the delivery, the driver was rude and I felt threatened. The furniture arrived damaged as well and I was told that I had to go to the warehouse to inspect before another delivery. I’m an elderly woman and can not travel to inspect these items. I spoke to customer care Tammy and Princess and was told that $200 is the best they can do off the furniture which is an insult since I felt harassed by one of their male delivery employees. I don’t want to have another delivery person in my home because I fear I would be mistreated. This has been one of the worse experience in my life. Please do not have Princess call me as she had no sympathy for my issue. I am disguised and in disbelief that value city would allow this type of behavior.

  Business response

  04/09/2024

  Dear Ms. *****,
  
  
  Thank you for contacting us and sharing your feedback and concerns we would love to address your concerns accordingly. Based on the information provided we were able to do further research into this matter to help assist with your complaint. We see we gave you the option to get another replacement but recommended you come look at the replacement prior to delivery due to the dissatisfaction with the replacement that was attempted to be delivered. We understand this option did not work for you, so we did offer you a discount of $200.00 to keep AS-IS which we have confirmed you agreed to. This amount was based off the product total which was $799.99 but you already had a 20% discount off, so we offered an additional 25% to keep AS-IS equaling a total of 45% off overall. We apologize for your overall experience, and we have submitted feedback on your behalf regarding the delivery team to have this internally addressed. However, you have agreed to the amount that was offered via phone and we have successfully refunded the amount back to the payment method that was utilized and cannot offer anything additionally.  
  
  If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ***** ********. Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  Sincerely,
  
  Sahara C

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