ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered 2 couches, an ottoman, a chair and a kitchen table from Value City Furniture spending almost $3,000.00. I confirmed my appointment twice for delivery. I got rid of my old Furniture, and took time out of work for their delivery window. The truck showed up and only had my ottoman. I called immediately and was told they would look into it. They called me back to let me know a computer glitch caused by a manager took the rest of my Furniture off of the truck. They refused to bring my furniture today. I now have no furniture in my house for the next 3 days. I have to cancel more plans and miss more work now. I talked to 4 different people and they were completely unwilling to fix their error. They were rude. Talked over top of me. Made it clear that they don't care that I have no furniture.

  Business response

  02/15/2024

  Dear Mr. & Mrs. ************,

  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 see you have ordered a directly shipped piece, when you place an invoice with a directly shipped item that is delivered by a third- party and the items we deliver you will have two invoices, ********** & **********.

  Invoice ********** has the directly shipped piece, the Bassett 6-PC Dinette set, this is set to ship out by 02/30/24 or before, please note all dates are subject to change depending on the vendor. Once this ships you will receive an email with the tracking information.

  Invoice ********** we see the 3-PC Livingroom Cordelle will be delivered on 2/17/24 Between 9:15 am and 12:15 pm.

  We do apologize for the issues with the 1st delivery. Once you have a successful delivery, we can discount the invoice for you. We can refund $231.51 back to the card on file. We will need this card number please call Customer Care at ####-###-#### on 2/18/24 and one of our agents can refund this for you.
  
  Again, we apologize for any inconvenience you may have experienced. If you have further questions or concerns, contact our Customer Care Team at ###-###-####.

  Sincerely,

  Joy                                                                                                                    

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A sectional was delivered to my home on 1/23. This sectional arrived damaged and it was reported to the customer service center within an hour of delivery. I was told that someone would call me back the next day. On 1/26, I still had not received a call back. When calling, I was again told someone would reach out to me, nobody did. I received a text message on 1/28 a technician and scheduled a service date for 2/1. On arrival, the technician informed me that Value City would reach out to discuss repair vs replacement. As of 2/9, I had still not heard from Value City. On 2/9 I called and was told someone would reach out by the end of the day. They still have not reached out.

  Business response

  02/15/2024

  Dear ******* ******,
  
  We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint
  I'm sorry that you experienced delays when trying to reach our customer support team. I've looked into your invoice and I do see the technicians report,
  approving you for a replacement on a JODIE CHARCOAL LAF SOFA.
  
  We would like to provide you with a replacement on 2/20/24. Would this date work?
  
  Best Regards
  Dominique
  
  
  

  Customer response

  02/23/2024

  I accept the business's response to resolve this complaint. However, I do not exclude them from any further liability should any issue arise with their product.
  
  Regards,
  
  ******* ******

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  TRACKING NUMBER: *************** CUSTOMER NUMBER: ******** ORDER DATE: 10/15/2017 I have tried repeatedly to resolve the issue with the store and corporate, but there has been no resolution. An in-store manager, Chasity, even told me that they would assist but have not assisted in any way. Including ignored phone calls after providing their number to contact. They advised that they would get back to me, and that was before July 30th. Chasity never contacted me or my mother. I spoke with corporate on 02/05 (Nancy & Natalie) and advised new information, which would have helped had the manager advised but further negatively impacted my situation. I previously purchased this future with the promise by the representative that this set was leather. However, per the representative I recently spoke with, this is bonded leather. I also found out that when I complained to the store, I was within my furniture warranty; however, when I spoke to the manager in the store, she told me I was not within warranty. The manager could not locate my order, yet the corporate number was able to. Since your corporate representatives were able to locate my information, this leads me to believe I was lied to again regarding my furniture, just like I was lied to at the time of purchase that this is leather. Bonded leather is CHEAP FAKE LEATHER. I have purchased many things from this company and planned to buy more, but this has been a horrible experience and a frustrating process. I find this process ridiculous for a customer to jump through hoops and hurdles when I asked multiple times about the product before purchasing and was told by the sales representative that it was leather. Now I'm left with a fake product that is damaging from ordinary activities (sitting up and watching TV in the bed). I was okay with receiving a different or discounted product, and Chasity told my mother and me we would receive a resolution, yet the Kennesaw location manager provided no resolution.

  Business response

  02/12/2024

  Dear ***** ******

  We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint
  After careful review, we were able to collect important information regarding your invoice **********.
  The manufacturing warranty on the Monticello King Size bed expired on 10/15/18.  Any manufactory defects needed to be reported with thin the first year.
  We appreciate you forwarding the correspondence between you and Chatstity on 7/30/23. We believe that Chatstsity was prepared to offer you a prorated amount off of the Monticello King Bed. 
  
  We would like to offer you 20% off the purchase price of the Monticello King Size Bed Only.
  The total price for the bed is $1517.08 with taxes
  20% of the cost would be $303.41
  We would also like to refund the Pure Promise Warranty for $369.99
  You would receive a in-store credit for $673.40 to be used for a future purchase. This offer would expire on 5/12/24.
   
  Best Regards
  Dominique
  Resolution Supervisor
  888-751-8552
  

  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB summarized from hand written details on hard copy complaint form received via US Mail: Purchased 9-4-2023 Sorrento Brown Sofa with USB and ( a buy one get one free) Gatlinburg Recliners for $1,384.46 with debit card from Huntington Bank account which also included an extended warranty which cost $199.99. The sofa had recliners on each end but the midsection had USB on (let down) top and a drawer in the bottom for storage. This section broke the wood frame cracked, splintered at the end of October /November. Summarization: consumer called VCF and was told could not send anyone out until December 6. Then told January 31, 2024. Has had item 3 - 4 months. States "...should get a new sofa end and it should be fixed at a warehouse not my house...."

  Business response

  02/08/2024

  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.

  We do see you have had issues for some time, we want to offer you a re-select on the Sofa, you can go in-store or online and we can get you a new piece ordered and delivered. You will have the cost of the sofa to re-select with and the extended warranty will roll over to the new piece.

  We will set delivery and pickup for the same day for you.

  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                                                                                                                    

  Business response

  02/08/2024

  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.

  We do see you have had issues for some time, we want to offer you a re-select on the Sofa, you can go in-store or online and we can get you a new piece ordered and delivered. You will have the cost of the sofa to re-select with and the extended warranty will roll over to the new piece.

  We will set delivery and pickup for the same day for you.

  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                                                                                                                    

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 21, 2023, Value City Furniture (VCF) personnel came to my home to deliver furniture. Upon arrival, VCF's personnel scratched and damaged my new hardwood floors that were installed less than one month prior to the delivery. After they damaged the floors, they proceeded to threaten my husband with violence. We contacted the store and were told to provide three estimates of the damage. We did so at their request and now they refuse to pay for the damage.

  Business response

  02/09/2024

  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.
  We see that the insurance company is *********** ******** *******, please give us more time to look into this for you.
  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                                                                                                                    

                                                        

  Business response

  02/09/2024

  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.
  We see that the insurance company is *********** ******** *******, please give us more time to look into this for you.
  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                                                                                                                    

                                                        

  Business response

  02/09/2024

  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.
  We see that the insurance company is *********** ******** *******, please give us more time to look into this for you.
  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

  02/12/2024

  I am rejecting this response because:  It has been close to two months since the incident occurred.  Value City is now asking for additional time when we have provided everything they asked for in 2023.  I am unsure why additional time is required when we submitted the three estimates you requested.  At this point, we feel as if they are playing games with us and our home continues to be in disrepair due to their carelessness and unwillingness to accept responsibility for the damage they caused. As such immediate action is demanded.  
  
  Regards,
  ******** *******

  Customer response

  02/12/2024

  I am rejecting this response because:  It has been close to two months since the incident occurred.  Value City is now asking for additional time when we have provided everything they asked for in 2023.  I am unsure why additional time is required when we submitted the three estimates you requested.  At this point, we feel as if they are playing games with us and our home continues to be in disrepair due to their carelessness and unwillingness to accept responsibility for the damage they caused. As such immediate action is demanded.  
  
  Regards,
  ******** *******

  Customer response

  02/12/2024

  I am rejecting this response because:  It has been close to two months since the incident occurred.  Value City is now asking for additional time when we have provided everything they asked for in 2023.  I am unsure why additional time is required when we submitted the three estimates you requested.  At this point, we feel as if they are playing games with us and our home continues to be in disrepair due to their carelessness and unwillingness to accept responsibility for the damage they caused. As such immediate action is demanded.  
  
  Regards,
  ******** *******

  Business response

  02/13/2024

  Dear Ms. *******,

  Thank you for your patience, while we investigated the issues.

  While we understand your frustrations, ***** is a third-party delivery company with its own sets of terms and conditions and policies. This includes the claim you have filed with *****. Please contact ###-###-####, your claim number is *********.

  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                                                                                                                    

  Business response

  02/13/2024

  Dear Ms. *******,

  Thank you for your patience, while we investigated the issues.

  While we understand your frustrations, ***** is a third-party delivery company with its own sets of terms and conditions and policies. This includes the claim you have filed with *****. Please contact ###-###-####, your claim number is *********.

  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                                                                                                                    

  Business response

  02/13/2024

  Dear Ms. *******,

  Thank you for your patience, while we investigated the issues.

  While we understand your frustrations, ***** is a third-party delivery company with its own sets of terms and conditions and policies. This includes the claim you have filed with *****. Please contact ###-###-####, your claim number is *********.

  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                                                                                                                    

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from VCF as well as their extended warranty In less then a year the sofas rip at the seams On Nov 1 2023 , I call and file a claim and they told me it would take 4 to 12 weeks we are now on Jan 30 2024 and still no resolution for furniture that I am currently still making monthly payments to When I call and ask for eta they give me the run arounds

  Business response

  02/02/2024

  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.
  We see you are working with the store on the issues, and they have set up exchanges for you. Please reach out to the Northlake location with any questions at ####-###-####.
  We apologize for any inconvenience you may have experienced. If you have further questions or concerns, contact our Customer Care Team at ###-###-####.
  Sincerely,
  Joy                                                                                                                    

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had delivery of a 3-piece sectional and accent chair on Saturday, 1/27/24. Before attempting to bring the furniture into my home, the lead looked at my family room floor, and he said that I would have to sign a waiver because I have "hard wood flooring." I told him it was vinyl, and he said that I still had to sign. Nothing else was mentioned except the flooring that looked like wood. I signed a blank tablet having consented to delivery in the room with wood-looking flooring, and nothing else. The delivery was hurried and resulted in damage to the trim in my hallway that I noticed the next morning. I went to Value City on Sun, 1/28/23, to report what happened with photos. I spoke with Tonya and Mandy at the Value City in Florence, KY. Today, I received a voicemail from "******" who began to read delivery notes stating that I understood and consented to not claim "any" damages during my delivery. I told him that a verbal consent and signature was presented by the gentleman addressing the floor and nothing else. He began to read to me the "waiver" that I allegedly signed. There was no such explanation, and I had never heard or seen the words before. There was no informed consent with the exception of the flooring. Apparently, the signature for the floor was then attached to an overall waiver of liability that I did not consent to or even know about. How dishonest is it to misrepresent a consent to waive damage claims for flooring and then attach it to a general waiver of liability. I am unsure where ****** is located or his title, but surely, Value City does not support improper use of a customer's signature to a document that was not explained or shown and is entirely different. The delivery notes are not factual, and the consent is not valid. I am asking that the damages to my trim be repaired. Thank you for your help.

  Business response

  02/05/2024

  Dear Ms. *******,
  
  Thank you for contacting us and sharing your feedback and concerns. We do apologize if there has been any confusion regarding the completion of your delivery. Based on the information provided we did investigate the requested issue to see how we can best assist you; we do see you signed a waiver stating you agreed to if any damages were done to the home or furniture Value City Furniture, or the third party would not be held responsible. Due to this waiver being signed all claims have been denied and we are unable to proceed with your request at this time.
  
  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

  02/09/2024

  I am rejecting this response because: The response does not address the signature made on a blank tablet and then added to a document. As stated previously, the contractor had not even attempted to bring the furniture into my home. He arrived, and I took him to the family room. He stated that because of my "wood floor," I would need to sign for them to bring the furniture in. I signed what I understood to be a release for my floor and only my floor. I have attached a copy of the fraudulent waiver of liability (WOL) that the contractor then added my signature addressing the floor which I told him was actually vinyl. There was no discussion re: full and complete WOL for anything other than my flooring in one room. It is conceivable that Value City does not know of this practice by their contractor or delivery company. However, they should care that someone that they work with has entered notes and added a customer's signature to a document that was not viewed or discussed in writing or verbally with the customer. That is fraud. I did not hire the delivery company, and they did not treat my home as if it were their own. I would like to see a response from Value City addressing my valid claim that the waiver is being used to deny the damage claim when my signature was simply moved onto a document that I knew nothing about. Why did I not ask questions one may ask. I understood that my signature was related exclusively to the floor in my family room and nothing else. I wish I had video taped this delivery. Value City and your consumers would be in shock.

  I have also added a screenprint of the Value City homepage which clearly indicates that this company is NOT BBB Accredited and has an overall customer review rating of 1.17/5. I wish I had viewed this prior to walking into a Value City Furniture store. If you value your customer/consumer over your business contract with this unethical delivery company, you will make this right by repairing the damages to the wood trim. There is no paper trail as there was no paper exchanged at the time of this delivery. My signature was simply and unethically added to a document that was only known by the contractor, not me. This is not informed consent, and it is clearly dishonest.
  
  Regards,
  
  ******** *******

  Business response

  02/20/2024

  Dear Ms. *******,
  
  As we do understand your complaint regarding the waiver not being valid however, the waiver signed specifically states that we would not be liable for any issues that occurred during delivery. The waiver specifically states we would not be liable for any damages done to the home or furniture in the case any damages may occur. We do apologize for your experience, and we do understand your frustration, but it is the consumer's responsibility to understand and read the terms and conditions of what they are signing prior to signing. We have attached the original waiver and delivery receipt both signed at the time of delivery.
  
  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

  02/22/2024

  Thank you for your response, but you are not addressing the unethical behavior demonstrated by your contracted delivery partner. My understanding of what I signed was clearly related to what your contractor told me: I signed to allow delivery of the furniture into a family room that had flooring that "looked like wood" but was in fact vinyl. Nothing else was discussed or read. I am not frustrated that I signed something that I thought was discussed. I am disappointed at your response that does not address the use of my signature on a document that was NOT presented to me at all. I was deceived by your contractor who took my signature and literally placed it on a document that was NOT disclosed to me. The fraudulent behavior is related to this unethical and dishonest use of my signature without my consent. You can't place the responsibility on your customer who signed a tablet because of a floor that was then added to a "general waiver" by the contractor. Clearly, I wish I had not walked into a Value City furniture store. This is not because of the issues with my delivery. It is because Value City is supporting a contractor that deceived a customer into signing a general waiver when the signature was allegedly needed because of my floor. This is what I signed and not a general waiver. No one should have the right to take a person's signature and copy it onto an entirely different document. That is exactly what happened here.

  I don't know how many different ways I can say the same thing about the fraudulent use of my signature. If the contractor had actually discussed the waiver honestly and in its entirety, I would NOT have signed. What customer would give a free pass for a delivery company to damage whatever they wanted to in order to complete a delivery. Certainly, not a homeowner who has worked very hard to get where she is today. Unfortunately, I am not surprised that there was no comment on the poor rating of Value City that I submitted in my last rebuttal. That is not something you want to bring attention to for obviously reason. 

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

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a sectional sofa online on 1/1/2024, with a set delivery of 1/25/2024. On 1/24/2024, I as called and advised that one piece of my sectional was not in the order, and that it would be delayed. The delivery was rescheduled for 2/7/2024, 6 weeks after order. I reached out to customer service to ask for a discount for the item due the extreme delay and the last minute notice that my complete order wouldn't be delivered on the set date. I was advised that because they advised me of the delay, that they couldn't discount the item, and that all delivery is tentative. Which is crazy, being that I'm being charged for the item as of 1/1/2024.

  Business response

  01/30/2024

  Dear *******,
  
  We sincerely apologize for the delays you have experienced and want to assure you that we are diligently working to expedite the delivery of your item. Your satisfaction is our top priority, and we are committed to resolving your concerns with the utmost care and attention.
  
  Currently, the tentative date for the delivery of your item is set for 02/07/2024. However, please be advised that this date is subject to change due to factors such as manufacturer distribution and transportation logistics.
  
  While we understand the frustration caused by these delays, please rest assured that it is our steadfast commitment to provide you with transparent communication regarding any updates or changes to the delivery schedule. We aim to keep you informed with the most accurate information available to us.
  
  Please note that, regrettably, American Signature Furniture is unable to offer compensation for delays originating from the manufacturer currently.
  
  We apologize once again for any inconvenience this situation may have caused you. Should you have any further questions or concerns, please do not hesitate to contact our corporate Customer Care team at ###-###-####. We are here to assist you in any way we can.
  
  Thank you for your understanding and patience as we work to resolve this matter promptly.
  
  Sincerely,
  
  
  Olivia P
  

  Customer response

  01/31/2024

  I am paying currently for the full cost of the furniture, even though I do not have the complete order, and at this point it will be 6 weeks after my order date when I recieve the full order.  However, the interest for the full order is still compounding, and my balance shows the full order amount due, and not an adjusted order amount.  Had I known it would be this much of a delay. I would have purchased from another store, such as Rooms to Go, where I have NEVER had a 6 week delay in delivery.  Lesson Learned. This is unacceptable. 

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a couch from Value City Furniture on November 27th 2023, with a delivery date of January 27th, 2024. We received two confirmation phone calls for delivery one on Wednesday January 24, 2024 and another on Thursday January 25, 2024. This morning we received a call that they would only be delivering half of the couch and the other half would be shipping in April of 2024. We spoke to corporate at Value City Furniture and they told us that we could receive a small loaner love seat which is less than ideal for a family of 5, or half of our couch and the other half in April. We asked to speak to a manager and the representative stated we wouldn't hear from one between 24-48 hours. We financed this couch and have already paid 2 monthly payments. The first payment was on January 5th for $250.00. The second payment was for $250.00 on January 16th, 2024.

  Business response

  01/30/2024

  
  Dear Ms. ****,
  
  Thank you for contacting us and sharing your feedback and concerns. We first would like to apologize for your experience and the delays that have impacted your order. Ultimately our goal is to get your product to you as quickly as possible however, we are experiencing manufacturer delays that are not within our control. We can be as transparent as possible to give you the empowerment on how you would like to move forward as the soonest delivery date, we are showing is 3/28/2024. You also have the option to re-select for something else if you do not wish to continue waiting. We thank you so much again for time and patience.
  
  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

  02/04/2024

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint - Value City Furniture Dear Better Business Bureau, I am submitting a formal complaint against Value City Furniture concerning an unresolved matter related to a transaction on August 22, 2020, amounting to $1951.95. The issue revolves around a pricing discrepancy during the payment process, leading to an erroneous charge. Despite Value City Furniture's cooperation in processing an in-store refund, the protracted dispute arises from ********'s failure to correctly reflect the refund in my account. This has resulted in a refusal by ******** to return my money, causing considerable financial strain. In addition, my repeated attempts to seek assistance from Value City Furniture's store directly have gone unanswered. Despite reaching out to the Dispute Team at Value City Furniture and the President of ********, the lack of responsiveness and assistance is deeply concerning. I kindly request a thorough investigation into this matter, urging Value City Furniture to address the refund discrepancy and improve their communication channels. The financial strain and unresponsiveness further emphasize the need for prompt resolution. Thank you for your detailed consideration of this formal complaint. ,

  Business response

  01/29/2024

  Dear Ms. ******,
  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 that we aim to provide.
  While we understand your frustrations, your complaint while valid, will be with ********/******** ******* on any refund issues on their end.
  In the complaint, you stated the invoice was placed on 8/22/2020 for the amount of $1951.95, we do not show this.
  Below is a breakdown of the invoice and transactions, on our end:
  The order was placed on 6/22/2020 for $1501.46.
  There was a refund of $149.99 on 7/29/2020.
  There was a refund of $150.00 on 9/30/2020.
  There was a refund of $159.00 on 110/2/2020.
  The last refund was $75.03 on 11/28/2020.
  This makes the final total cost of the charge to the ******** ******* card for this order $967.44.
  The total in refunds for inconvenience was $534.02.
  To date, we have not received a dispute on any refund or charge on this card.
  Please let us know if there is another order we should be looking into, you can email:
  ************************************************
  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                                                                                                                    
  
  

*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. ↩