ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The motor on my recliner is bad they said it’s ordered it’s been 6 weeks and they don’t know when it’s coming in if can’t get a new one give me new recliner they won’t do it got the recliner in October and broke in January

  Business response

  03/11/2024

  Dear Mr. ****** 
  
  We do apologize for the experience you are having with your recliner and would like to assist you; however, we do need additional information to locate the invoice.
  
  Please provide the phone number on the invoice and/or the store invoice number for further assistance.
  
  Sincerely,
  
  Princess
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Subject: Formal Complaint: Delayed Delivery of Furniture Dear BBB Representative, I hope this message finds you well. I am writing to file a formal complaint against Value City Furniture regarding the delayed delivery of furniture. On 11/25/2023, I placed an order for Sofa and Bed Frame with Value City Furniture. The estimated delivery date was 12/16/2023, however, it has now been 4 months past the promised delivery date, and I have yet to receive my order. Despite multiple attempts to contact Value City Furniture to inquire about the status of my order, I have received no satisfactory response or explanation for the delay. This has caused significant inconvenience and frustration on my part, as I had made plans based on the expected delivery timeline. I believe that Value City Furniture has failed to fulfill their contractual obligation to deliver the furniture within a reasonable timeframe and has violated consumer protection laws regarding timely delivery of goods. I am seeking your assistance in resolving this matter promptly. I kindly request that you investigate this complaint and take appropriate action to ensure that I receive my furniture or a full refund as soon as possible. Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.

  Business response

  03/04/2024

  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 reviewing your invoice *********, we do see you have experience an delay in your shipment.  Delays are unforeseen and out of our control. 
  Due to the supply chain or carrier issues delays can be expected. We are working tirelessly to retrieve your order.
  
  We understand how important every order is to our customer, and we are deeply sorry that this happened. Unfortunately, we cannot guarantee dates. Currently your order is set for an tentative date 4/3/24. 
  
  Due to the delay, we have a couple of options for you.
  1) If you would like to proceed with your order we would like to offer you $200.00 for the inconvenience. 
  2) Reselection on another sofa
  3)Cancellation
  
  Again, we are deeply sorry this happen. Please let us know how you would like to proceed.
  Best Regards
  Dominique
  
  
  

  Business response

  03/04/2024

  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 reviewing your invoice *********, we do see you have experience an delay in your shipment.  Delays are unforeseen and out of our control. 
  Due to the supply chain or carrier issues delays can be expected. We are working tirelessly to retrieve your order.
  
  We understand how important every order is to our customer, and we are deeply sorry that this happened. Unfortunately, we cannot guarantee dates. Currently your order is set for an tentative date 4/3/24. 
  
  Due to the delay, we have a couple of options for you.
  1) If you would like to proceed with your order we would like to offer you $200.00 for the inconvenience. 
  2) Reselection on another sofa
  3)Cancellation
  
  Again, we are deeply sorry this happen. Please let us know how you would like to proceed.
  Best Regards
  Dominique
  
  
  

  Customer response

  03/04/2024

  I accept the business's response to resolve this complaint. I will take the first offer provided.
  
  Regards,
  
  ******** ***

  Customer response

  03/04/2024

  I accept the business's response to resolve this complaint. I will take the first offer provided.
  
  Regards,
  
  ******** ***

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  BBB summary of consumer's written complaint:
  12/21/2023 paid for purchase of a dining room set and china cabinet. 12/30/2023 your company delivered damaged furniture. Same day notified business of problem was advised send photos. Company advised they would have someone sent to pic up and exchange damaged furniture. however so far no one has contacted me.

  Business response

  02/29/2024

  Dear Ms. *******,
  
  Thank you for contacting us and sharing your feedback and concerns, we do apologize for your experience and that we have not met your expectations as a consumer. Based on the information provided we did investigate your issue to see how we can resolve as quickly as possible. The location you did your purchase at reached out on 2/24/24 to set up a pickup date for you to return your full order per your request. They were unsuccessful with reaching you via phone, so they did leave a voicemail stating they had availability to pick up the merchandise between February 28th and March 1rst. These dates may no longer be available due to no correspondence. Please contact your purchasing store to get this set up or you can contact our customer care department at the number below.
  
  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*****
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased an order on 11/27 for a dresser and have not received it. It was supposed to be shipped to my home. I have contacted American Signature Furniture customer service several times and each time they say they are looking into it. I was charged for the furniture but it was never delivered. It's now been three months. Company: American Signature Furniture Online Order #: *********** **** *******  Product ID: ******* Business Email: *******************************

  Business response

  02/20/2024

  Dear Mr. *****,
  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.
  Your refund has been put through today, the refund can take 3/5 business days to reflect on the card.
  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

  02/22/2024

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

• Initial Complaint

  02/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The store agreed to the number of ***. As you can see then charged 962.97, I am looking for a refund for the difference between the agreed amount and the amount the manger charged me.

  Business response

  02/20/2024

  Dear *** ***,
  
  We sincerely regret the inconvenience you have encountered with our services. Ensuring customer satisfaction is of upmost importance to us, and we are committed to addressing your concerns promptly and effectively.
  
  Upon thorough examination of your order and meticulous scrutiny of our Point of Sale system records, we can confirm that the charges reflected are accurate.
  
  Your merchandise total, subsequent to the application of your $300 discount coupon and $199.99 free delivery coupon, amounted to $4129.27. For clarity, please find the itemized breakdown below:
  
  King bed, Hensley: $421.03
  King mattress set: $1624.29
  Nightstand, Hazel: $246.25
  Nightstand, Hazel: $246.25
  King mattress protector: $64.92
  Dresser, Hazel: $717.62
  Sliding door chest, Hazel: $808.91
  
  Furthermore, when factoring in the applicable tax of $303.04 and the delivery fee of $199.99 (which was discounted from the merchandise price), the total amount due equated to $4632.30.
  
  For a finalized receipt, we kindly ask you to reach out to your purchasing location directly. We sincerely apologize for any inconvenience caused. Should you have any further inquiries or require assistance, please do not hesitate to contact our corporate Customer Care team at ###-###-####.
  
  Thank you for your understanding and continued support.
  
  Sincerely,
  
  
  
  Olivia P
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To who it may concern at value, I purchased a bedroom september of 2021 at your Easton location in Columbus Ohio. it took longer than expected (more than 6 months)to deliver so I cancelled my order. I was doing a payment plan with that order. I received the money back from credit card payment and never received $800 that I paid in cash. I was told they will send a cheque which I never received. I have called multiple times no one seems to know where that check is. One time customer service told me it was at the store where I purchased the set and they didn’t have it. in November 2023 I went to the store location and they told the will check to make sure it wasn’t cashed and will issue me a check delivered to my house. Still never received my check. This year 2024 I have been calling customer care almost everyday but I get transfered to different people and no one has helped. It’s been 3 years now I don’t know what seems to be the problem, someone should know what is going on. It should not take 3 years to refund $800. Please tell me who I can file a formal complaint to because I don’t know what else to do.

  Business response

  02/20/2024

  Dear **** ******
  
  Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience. We are currently looking into this matter, and we have reached out to the refunds team to collect additional information.  Please allow us until 2/29/24 to gather additional information to resolve this matter.
  
  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.
  Dominique
  

  Customer response

  03/01/2024

  I am rejecting this response because: I still haven’t received my money back, once I receive my check back then it will be resolved. Everytime I call they have been telling me they are looking into the issue, besides me calling at least 2times a week. They haven’t told me where my money is at. I need more than looking into it. It’s been 3 years. It can’t be that hard. All I need is my money back, that’s all. Today is the first of march, I haven’t received anything.

  thank you.
  
  Regards,
  
  **** ******

  Business response

  03/06/2024

  Dear **** ******
  
  We appreciate your patience, while we investigative this matter above. After receiving additional information regarding your refund check for $800.00. We have concluded our investigation.
  
  Your refund check was sent to the STATE OF OHIO UNCLAIMED FUNDS. You would need to contact Unclaimed Funds to receive your check. Outstanding checks that have not been cashed are sent here.
  If you need additional assistance, please feel free to reach out to our customer care team at
  ************* ************
  Monday-Friday 9-7 EST
  Saturday 9-6 EST
  
  Best Regards
  Dominique
  

• 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                                                                                                                    

*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. ↩