Business Profile

Furniture Stores

Value City Furniture, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Value City Furniture, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

871 total complaints in the last 3 years.
276 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/19/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a couch totaling over $3k. I also purchased an extended warranty and cleaning warranty. The couch quality is poor and has been malfunctioning since a few weeks after delivery. I have been calling for over 10 months and have yet to get the issue resolved. There was a rep sent to assess the issue and said parts would be ordered. 10 months later still calling and still no answers. For the price of the furniture and warranty I should have had the issue resolved long ago. I keep getting the run around. Id prefer my money back and purchase elsewhere because this is just ridiculous. I keep calling and the only thing I was told is the part is in the warehouse but then no one comes to fix the couch. I requested a cleaning and still nothing. It’s illegal to have someone pay for a product and a service and not provide the service to the purchaser. I have spoken to numerous managers and still have not been assisted. I would like to get the issue resolved but I WILL NEVER purchase furniture from here again and I do not recommend it. The quality of the furniture is horrible.
Business Response
Date: 06/24/2022
Dear Mrs. *************,

We do apologize for your initial inquiry of getting your purchased item not being completed at this time. We do look forward to providing a resolution that will assist with closing out this matter.

Per our records it is noted that you bought to our attention with the concern with your love seat making popping noises and having some problems with reclining on the left side of the piece on 10/5/21. A service appointment was scheduled for 10/12 and from the report from the service technician the mechanism was indeed broken, which prompted us to order a replacement piece on 10/14/21.

As of 6/23/22 the replacement mechanism has yet to arrive to the store location for us to be able to move forward with completing the repair of the love seat. For this big inconvenience on you as a customer, we are willing to offer you one of two options to proceed. Option 1 would be to keep the items as is with a discount of $713.99 being refunded back to the original method of payment. If this option is your option of choice the extended warranty that was purchased will cancelled out at that time and refunded back to you. Option 2 we will allow you to do a re-selection using the original amount you spent for the 3 piece Mellow Gray sectional, which was $2379.97.

If you have any additional concerns, you may contact your purchasing store location or give us a call at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays 9:00 AM to 6:00 PM

Sincerely,

Iman B****
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 06/29/2022
I am rejecting this response because: I don’t feel this would provide a resolution. There is nothing on the site that is of interest to me in the price range. Also, if I receive the credit for the warranty, I’m still forced to repair the couch and it’s not a guarantee that’ll be affordable. I believe this is totally unfair.

Regards,
******* *************
Business Response
Date: 07/15/2022
Dear Ms. ******** *****
Our intentions for our customers, is to have a pleasant purchasing experience with us and understand it is an exciting time. Therefore, please accept our apologies for the issues you have had with your Monte Carlo Living Room set.

I would like to address each issue that you presented. It does appear that a Sofa and not a Love Seat was set up to be exchanged on 6-28-22. I have set up for the Love Seat to be exchanged on Tuesday 8-2-22 as this is the soonest date that would be available. If this date does not work, we can change it for a date after 8-2-22 to have this exchanged.

As for the damages done to your floor during the delivery, I did submit a form that has been forwarded to our insurance company and a representative will be reaching out within 10 business days to inform you of the next steps regarding this. The claim was submitted under the invoice information: Byron Kelley contact phone number ###-###-#### and email *********************. They may reach out via phone or email so please watch this email address and check the spam inbox as well.

I would be happy to discuss compensation for your overall experience with the company, which is separate from the floor damage issue, however, I would like to wait until the exchange of the Love Seat is completed to ensure this was a satisfactory delivery and there were no further issues.

If the exchange delivery date of 8-2-22 works for you, then I would be able to follow up with you on Wednesday 8-3-22 at the ###-###-#### number, to discuss the compensation and verify everything was done correctly during the delivery.

We apologize again for this inconvenience and overall experience. If you have any further questions or concerns you may contact Customer Care at ###-###-#### Monday-Friday 9AM-7PM EST and Saturday 9AM-6PM EST.

Sincerely,

Tracy C*****
Resolution Supervisor
Customer Care
###-###-####
Business Response
Date: 07/21/2022
Dear Ms. ******* *************

We appreciate and value your patience with us while we work together to come to a respected agreed upon resolution.

Per your acceptance of wanting the damaged loveseat replaced I have gone ahead and got that scheduled for you. The replacement is scheduled for August 6th. We will call you 24- 48 hours prior to provide the delivery time window. I do want to advise you that the date could be delayed out depending on how soon we are able to get the loveseat transferred over to the store location.

If you have any additional concerns, you may contact your purchasing store location or give us a call at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays 9:00 AM to 6:00 PM.

Sincerely,

Iman
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 07/21/2022
Good evening! That is perfectly fine. Thank you for advising of the possible delay that can occur. I will await the updates. I will reach out if I have any concerns. Thank you again!

I accept the business's response to resolve this complaint.
Regards,
******* *************
Initial Complaint
Date:06/19/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 12th I purchased a bed for my daughter with a delivery date of June 24. June 17th I received an email saying it would be delayed. I purposely went to the Waldorf location and asked the salesman if the bed was on backorder. He assured me it was not and that the delivery date on the website was accurate. He said that there were over 100 of these beds readily available. I explained to him that the last time I purchased this bed it never came. I purchased this bed August 26th 2020 with the website saying it would come in September. As soon as I submitted my order the date changed to November 20th. November 8th I received an email saying it was delayed. The email had a link that was supposed to provide a new delivery date. There never was a new date. I called the store numerous times with no answer. I did chats online to no avail they still couldn't provide me a delivery date. January 2021 the store still would not answer the phone. I had to call my bank and have the charge disputed to get my money back. This is completely unacceptable. I am requesting that my delivery fee be refunded or for the company to upgrade it to 5 star delivery.
Business Response
Date: 06/21/2022
Dear Ms. *********,

While we are disappointed that you did not have a more pleasant experience with us, we truly appreciate your honest feedback. Additionally, I would like to personally thank you for allowing me the opportunity to resolve and address your concerns.

We do see you are set for 6/28/22 delivery, please note delivery dates are subject to change depending on vendor availability.

We have upgraded you to the 5 Star Delivery for the inconvenience.

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
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 06/29/2022
I accept the business's response to resolve this complaint.

Regards,

*****l *********
Initial Complaint
Date:06/17/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've exhausted all other options since the store @ **** * ****** **** ******** ** ***** has been unwilling to provide any real assistance and reaching general customer service is nearly impossible as they don't respond to the "contact us" form on their website. I originally purchased a table set (includes 1 bench or settee and 4 chairs) on September 1, 2021. As of today (6/17/2022), I have still not received my complete order. I've called, emailed, and chatted several times with various VCF associates (from corporate, delivery and the store) and each time I get a canned response with no real explanation has to why it's taken 10 months for a table and some chairs. I charged the full amount of $1,682.51 to my value city account and that's been fully paid off for months. Yet, I'm here left without my full order and no one to tell me anything. But a couple of days ago, I got an email - seemingly out of nowhere, saying the delivery is now 7/8. Imagine my surprise because when I was last able to get in contact with someone is was some time in June 2022. At this point, it's a game and I'm tired of playing in. I've even gone through the steps to reorder the same set online and I'm also shown a much earlier delivery date - and when I brought this to their attention, they said they would see if another region could send me the rest of my order. Of course - I never heard back and I don't have the time to keep following up on this every day. Here's the order details - TRACKING NUMBER: *************** | CUSTOMER NUMBER: ******** | ORDER DATE: 09/01/2021
Business Response
Date: 06/21/2022
Dear Ms. *******,

While we are disappointed that you did not have a more pleasant experience with us, we truly appreciate your honest feedback. Additionally, I would like to personally thank you for allowing me the opportunity to resolve and address your concerns.

We do see you are set for 7/8/22 delivery, please note delivery dates are subject to change depending on vendor availability.

Once you have a successful delivery, we can look at the order for a discount.

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 888-751-8552.

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
1-(888) 751-8552
Initial Complaint
Date:06/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a living room set with power recliners on all - couch loveseat and recliner in April 2021. I had to have the power unit replaced on the recliner within the 1st year. Now at 14 months I have the same issue with my loveseat. I was told by repair guy this is a known issue with these self reclining pieces. I called and was told I am out of the 1 year period and have to pay out of pocket for the repair. Sorry but I believe an item should last longer than 14 months in good working order. .
Business Response
Date: 06/22/2022
Dear Ms. **********

   We do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve this complaint.

    Per our information your 3-piece dual power living room set was delivered on 4-22-2021. Per the information that is provided on the back of the receipt as well as on our website, sectionals carry a one-year manufactures warranty the begins on the date the items were delivered and expired in April of 2022. This one-year warranty covers defects in the manufacturing process of the item for one year from the date of delivery.

   As the one-year manufactures warranty is expired and you did not purchase the extended warranty with the items, no services will be offered or provided moving forward through Value City Furniture. You can reach out to Furniture Solutions Network at 1-877-844-1813 for an external service for a cost to have the items repaired.

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 888-751-8552.

Tahnee H
Resolution Supervisor
Customer Care Team
888-751-8552
Initial Complaint
Date:06/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Delivery men put bed frame halfway together and improperly. Said it was safe to sleep on still and put our mattress and box spring on said bed frame. It’s broke a week later, no one came out to look at it until April, they broke the headboard. It is now June and we still have yet to receive a new bed frame or any compensation, like we were promised.
Business Response
Date: 06/24/2022
Dear Ms. *******,

Thank you for responding back with the information I was able to pull your order up successfully. We apologize for your experience with your bed and our drivers not properly putting the bed together along with the bed breaking. After doing further review to address your concerns we see a replacement is scheduled for today. Also, from a compensation standpoint it looks like you spoke with a manager and agreed to receive a total of $500.00 off after everything is resolved. After delivery is completed for today and no further issues are present we will move forward processing this refund.

If you have any additional concerns, please give us a call at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays 9:00 AM to 6:00 PM

Sincerely,

Sahara C*****
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 06/25/2022
I am rejecting this response because: I was actually promised $650, but after all the rude behavior I experienced from not only employees but store managers I feel my whole bed frame should be refunded which is $799. I was spoke to rudely, lied to, and hung up on by multiple employees and managers while trying to resolve this issue myself. Not to mention all this stress this has put on me and my family, due to the fact we’ve had to sleep in our living room until we received the new bed.

Regards,
******* *******
Business Response
Date: 06/27/2022
Dear Ms. *******,

Thank you for responding back with this information. I do understand your request and we do apologize for the experience you had however it was agreed to provide $500.00 in compensation per the conversation here at our corporate office on 6/06/2022 with our management team. This is the highest and final offer we can provide. We would be more than happy to get this processed for you.

If you have any additional concerns, please give us a call at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays 9:00 AM to 6:00 PM

Sincerely,

Sahara C*****
Resolution Supervisor
Customer Care
###-###-####
Initial Complaint
Date:06/15/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a reclining love seat march 29 th and was charged the full amount 12 months same as cash and was told was in stock and I specifically asked and was told it was before purchasing but I receive text messages every 2 weeks extending delivery now they say july 12 and i have still had to pay payments and the count of my 12 months same as cash has started the clock in march but I have not received anything for it except 3 different workers tried to bait and switch by telling me i could cancel and order something else
Business Response
Date: 06/16/2022
Dear Mr. and Ms. *******,

We apologize we missed our delivery time commitment and how it impacted your schedule. There has been a delay with the vendor.

We see that you are set for delivery on 7/12/22, please note the dates are subject to change depending on the vendor.

Please accept our sincere apology. Once you have a successful delivery email or call us back and we can review a fair compensation for your experience.

If you have any additional questions, please feel free to call our Corporate Customer Care Center at (VCF) (888) 751-8552/(ASF) (888) 751-8553. Our office is open from 9am - 7pm EST Monday through Friday, and Saturday 9am-7pm EST.

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.
1-(888) 751-8552
Customer Answer
Date: 06/16/2022
I am rejecting this response because:
I have been strung along since March and have been charged for something not received
Business Response
Date: 06/16/2022
Dear Mr. and Ms. *******,

You are charged at the time of purchase not on receipt of the order.

Again, we see that you are set for delivery on 7/12/22, please note the dates are subject to change depending on the vendor.

We can cancel the order for a full refunded if you like or we can look into a discount once delivered.

If you have any additional questions, please feel free to call our Corporate Customer Care Center at (VCF) (888) 751-8552/(ASF) (888) 751-8553. Our office is open from 9am - 7pm EST Monday through Friday, and Saturday 9am-7pm EST.

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
1-(888) 751-8552
Initial Complaint
Date:06/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Couch was delivered with frayed edges on corner of cushion. I have sent several pictures pictures to Value City and someone named Brandon said he would order a new cushion but it would 8-12- weeks. Then I talked to Lisa in the office and she said I should be happy with my purchase. 12 weeks is too long to wait. After 3 weeks of talking to Lisa, no one ever called.
Business Response
Date: 06/15/2022
Dear Ms. ********

While we are disappointed that you did not have a more pleasant experience with us, we truly appreciate your honest feedback. Additionally, I would like to personally thank you for allowing me the opportunity to resolve and address your concerns.

We have set the date to pick up the sofa on 6/21/22. Once the sofa is picked up, we can refund the card on file.

We are committed to making this right! I hope that you were satisfied with this resolution. Our aspiration is to keep you as one of our most valued customers.

If you have any further questions or concerns, you may contact our Customer Care Team at ###-###-####.

We are available Monday through Friday from 9:00 AM to 7:00 PM EST, and Saturday 9:00 AM to 6:00 PM EST.

Stay safe and take care!

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
###-###-####
Initial Complaint
Date:06/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a sectional i ordered from the company. Their movers came in dropped off furniture, as I sat down to enjoy having finally received it I noticed a line across the bottom of the sectional sofa I was facing, I attempted to get their attention from my balcony but they were driving away and did not notice, I am assuming. I called immediately, and instead of coming out and replacing the item they damaged they continue to insist they can have a service tech look at it, They kept giving other numbers which was to stores that had closed, additionally the corporate number I received states they are closed for training???? I want the item new as it was suppose to be left in my home not repaired,
Business Response
Date: 06/14/2022
Dear Ms. ******

While we are disappointed that you did not have a more pleasant experience with us, we truly appreciate your honest feedback. Additionally, I would like to personally thank you for allowing me the opportunity to resolve and address your concerns.

I see you are working with the store and Customer Care the exchanges have been set up for you on 6/30/22.

We are committed to making this right! I hope that you were satisfied with this resolution. Our aspiration is to keep you as one of our most valued customers.

If you have any other questions or concerns, please contact our customer care department. Our telephone number is (888) 751-8552. We are available Monday through Friday from 9:00 AM to 7:00 PM EST, and Saturday 9:00 AM to 6:00 PM EST.

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
1-(888) 751-8552
Initial Complaint
Date:06/12/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 11, 2022, I put down a $100 deposit on a Ultra Firm bed at this store. Total cost was $2,401.35. Due to my back problems, I need a very, very firm bed, and when I laid on this one, it was perfect for me. On May 22, 2022, I paid for the balance and arranged delivery. When the bed was delivered on May 27, it was not the same Ultra Firm bed I tested and bought in the store; it was Firm and much too soft. I immediately went to the store to complain. I was assured someone would come out to test the difference between the 2 beds within 48 hours. It never happened. After repeated attempts to get a refund or exchange, I was told the law prohibits the return of mattresses. However, the written receipt states "IAfter receipt of merchandise, if you are dissatisfied for any reason, you may return it for full refund...". "Mattresses and box springs must have law tags attached, be in their original condition...in sanitary condition, clean and free of tears, burns and stains..." The bed they delivered met all these conditions because I didn't sleep on the bed; I slept on the floor until a neighbor loaned me a roll-away bed. I am seeking a refund or exchange for the Ultra firm. Note: A tag on the bed I received states: "Dream Serene firm see Ultimate Firm Do Not Order." I believe they switched the beds. thank you.
Business Response
Date: 06/14/2022
Dear Ms. *****,

Thank you for contacting us with your feedback and concerns we would be more than happy to address your concerns. Based on the information provided you contacted us outside of our 7 days return policy. You would not be eligible to receive a full refund at this time due to this reasoning. We can move forward with the option to re-select for another mattress or wait until the 120-day sleep guarantee time frame to give the mattress time to be broken into. We apologize you are dissatisfied with the mattress however the one you tested in the store is used daily and has been broken into due to multiple customers doing our sleep test on it. Thank you again for your feedback and concerns.

If you have any additional concerns, please give us a call at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays 9:00 AM to 6:00 PM

Sincerely,

****** ******
Resolution Supervisor
Customer Care
Customer Answer
Date: 06/14/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17340033

I am rejecting this response because: I WENT to the store an hour after the bed was delivered and complained. Travis Fowlkes, Customer Service, took the complaint, filled out a form and said someone would come to my home to test the bed within 48 hours. THAT NEVER HAPPENED. I also went to the store three more times after that, as did my daughter. I spoke with Gabriel, Customer Service as well. My daughter also spoke with Amanda Middleton. I cannot sleep on this bed; it’s too soft. I request a trade for an ultra firm mattress.

Regards,

******* *****
Business Response
Date: 06/21/2022
Dear Ms. *****,

Thank you for providing this information regarding your experience. I would be more than happy to provide is this feedback to the location you initially did your purchase at. We see your issues have been resolved and you have moved forward with the option to re-select. You are currently scheduled for delivery for replacement of your mattress tomorrow 6/22/22.

If you have any additional concerns, please give us a call at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays 9:00 AM to 6:00 PM

Sincerely,

****** ******
Resolution Supervisor
Customer Care
###-###-####
Initial Complaint
Date:06/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought a sofa from Value City Furniture, and the sofa I bought from them four of the zippers on the sofa have stripped, and I had to repair them myself. because they told they wouldn't repair it. They need to take responsibility for the poor quality sofa they sold to me.
Business Response
Date: 06/17/2022
Dear Mr. **********,

   We do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve this complaint.

    Per our information, you washed the casings in a washing machine and the zipper came apart because of this. Per the care instructions that is listed on the website under the item and unique features its states to spot clean with a mild solvent, an upholstery shampoo or the foam from mild detergent. Petroleum distillate-based products may be used as well. When using a solvent or dry-cleaning product, follow instructions carefully and clean only in a well-ventilated room.

    These care instructions on our website do not state that you can wash the item in a washing machine. This would not normally be covered under a manufactures defect and the one-year warranty and is considered customer caused. We only cover defects caused in the manufacturing process. With that being stated, the store location did order the needed casing and while there was a delay with receiving the item, the item was received at the store location on 6-5-22. As the item has been in home since May of 2021 and the damages are not due to manufacturing defects, no refund will be issued.

Tahnee H***
Resolution Supervisor
Customer Care Team
###-###-####
Customer Answer
Date: 06/22/2022
I am rejecting this response because: I did not wash those cushion in a washing machine, they were washed by hand only.
Regards,

****** **********
Business Response
Date: 06/24/2022
Dear Mr. **********,

   We do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve this complaint.

   We do apologize that we mis-spoke regarding how you washed the items. Regardless of how you washed the casings to the sofa, we have a seven-day return policy. Per the information provided from your invoice the sofa was delivered on 5-29-2021 and it was in home for 5 months before this situation.

   At this time no return for refund will be permitted. The only option moving forward is for the store to order the casings. Please reach out to your purchasing store location to advise them of how many casings are needed so they can order them.

Tahnee H***
Resolution Supervisor
Customer Care Team
###-###-####

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Value City Furniture, Inc. is NOT a BBB Accredited Business.