ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 3 piece living room sectional on 1/19/2021 in the total amount of $2053.20 with pure promise ($249.99) and delivery ($129.99) plus sales tax ($143.25) included in that price. My delivery date was set for 3/17/2021. 3/16/2021 I received a call saying I would only be receiving 2 of 3 pieces and the other piece would be delivered in April 2021. I moved in June 2021 and have been trying to get the rest of my furniture prior to and after my move. In July I was told that I could have the 3rd piece delivered to my new address from a different store which is set for 9/1/2021. Today I received a call from Value City stating that I had a balance of over $500 that I have to pay before I receive the rest of my furniture. I told them I paid for the 3 piece set in full in cash in ******* when I originally ordered it. They said they have no record of that but I have have my receipt for that transaction that shows my furniture was paid in full. They have been giving me the run around.

  Business response

  08/30/2021

  August 30, 2021
  
  
  ATTN: *************************
  Better Business Bureau
  ***********************
  
  Complaint#: ********
  
  Dear *****************************,
  
  Thank you so much for reaching out with your feedback.We apologize for the experience that youve had with your order, and we want toput forth our best effort to resolve the issue.
  
  After researching, we were able to locate your order.We apologize for the miscommunication for the delivery of your order.Systematically it shows what you were advised, but you do not owe anything additionalfor your order. We will complete the delivery of the remaining piece on September1st.
  
  If you have any additional questions or concerns,please feel free to contact our ************** Team at **************, or viaemail at ******************* Our office is open from 9am 7pm EST Mondaythrough Friday, and Saturday 9am-6pm EST.
  
  Thank you for your patience, and thank you forshopping at Value City Furniture.
  
  Sincerely,
  
  *****************
  Resolution Supervisor
  **************
  ************
  **********************************************************************************************

• Initial Complaint

  08/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a beautiful sectional from VCF during the memorial day weekend sale 2020,but the fabric started pilling within 6 months of having it and the tech advised that it was irreparable. They no longer carried the sectional so I had to come in and reselect. I found a replacement I was okay with although I liked my original purchase much better. There was a difference of **** between the **** I paid for my couch and the **** couch I settled on. I asked the manager if he could honor the original sale or discount so I wasnt out so much money. Especially since I was only doing it due to being sold a defective product. The manager, *****, refused. He said "he couldnt" match the sale or give anything off. I could pay the diff or keep my couch and take $500. I ended up taking the 500 but now I'm stuck with a defective couch and will have to come out of pocket for another couch within a year of my purchase. I have emailed cust care and the DM, *****************************, and gotten no response.

  Business response

  08/28/2021

  Dear ***********************,
  
  Thank you so much for reaching out with your feedback.We apologize for the experience that youve had with your furniture, and we want to put forth our best effort to resolve the issue.
  
  After researching, we were able to locate your order.We understand your request to have the originally agreed upon resolution reversed.The local store has agreed to reverse the originally resolution with theunderstanding that the $500 given will be subtracted from the discount approvedon the new sectional you are seeking. They are allowing 20% off the reselecteditem.  This offer will be valid for the next60 days. Please continue working with your local store to complete yourreselection process.
  
  If you have any additional questions or concerns,please feel free to contact our ************** Team at **************, or viaemail at ******************* Our office is open from 9am 7pm EST Monday throughFriday, and Saturday 9am-6pm EST.
  
  Thank you for your patience, and thank you forshopping at Value City Furniture.
  
  Sincerely,
  

  *****************
  Resolution Supervisor
  

• Initial Complaint

  08/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased $4000 worth of furniture from the supplier when the furniture was delivered it was not what we ordered so it was returned the company is still trying to charge us a delivery price even though they never delivered the order correctly

  Business response

  08/25/2021

  Dear ************,
  
  We do apologize that this has been your experiencewith our company. We want to put forth our very best effort to resolve yourcomplaint.
  
  We have refunded the card on file this will take 3/5business days to reflect on the card.
  
  If you have any additional questions, please feel freeto respond to this email or call our ****************************** at (VCF)**************/(ASF) **************.  ********* is open from 9am - 7pm EST Monday through Friday, and Saturday 9am - 6pmEST.
  
  Sincerely,
  
  Joy
  Phone: ***************
  Resolution Supervisor
  American Signature Inc.

• Initial Complaint

  08/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to American Signature Furniture in Clarksville on 03/27/21. At that time we purchased a mattress, an adjustable bed base, a bed frame, some pillows, a couch and a recliner. The purchase total was just under $6,000.00 Our furniture was delivered in April, but we did have to wait for the bed frame, (which was damaged when it was delivered). On 05/08/21 we went to the store to exchange our mattress, which according to their store policy we were allowed to do if it did not suit us. We went from med to plush. The exchange cost us an extra $328.50. When they brought us the new mattress we noticed that it was not the right one. The one we purchased had cooling memory gel and was more expensive. So we had a tech come to the house and verify this and were told the manager would call us. She never did. There was also a couch exchange that has been pushed back many times for 6 months. I was told they would refund the delivery fee. Which also never happened. I have contacted them. No answer

  Business response

  08/28/2021

  Dear *****************************,
  
  Thank you somuch for reaching out to us with your feedback. We apologize for any issuesthat you have encountered with your order, and we want to provide our besteffort to resolve the issue.

  After researching,we were able to locate your order. Per our research, during your mattress reselection,you selected a mattress of the same collection that had a different comfortrating. That different comfort rating was Plush (soft) compared to your previousmattress that was Medium. Based on the delivery notations, you received thecorrect mattress.

  We apologizefor the delay in receiving the replacement Power Loveseat. The item is still ondelay at present. The current delivery timeline is October 14th, andthis date is still reflecting as tentative.

  Ifyou have any additional questions or concerns, please feel free to contact ourCorporate Care Team at **************, or via email at ******************* ********* is open from 9am 7pm EST Monday through Friday, and Saturday 9am-6pmEST.
  
  Thankyou for your patience, and thank you for shopping at American Signature.
  
  Sincerely,
  

  Jason N**
  ResolutionSupervisor
  CorporateCare
  ************

  Customer response

  08/30/2021

  I was still not offered a way to correct the problem. I would like them to come pick up the couch. They now pushed the delivery even farther out and i am not willing to wait any longer. It has been at least 6 months already. Plus, the bed they gave us is not as described and i am not happy. I would either like the original mattress that we purchased because that was as described, or they can take the bed back too. The response i got said they delivered the correct mattress, but it does not functions as described. We paid extra for cooling gel and it is not there. The original mattress we got had it but the replacement did not. We even had a technician, named Skylar, come to our house and check. He confirmed the mattress did NOT have the cooling gel as advertised. He then told us we would be contacted to reach a resolution. Yet the store still will not correct it. It is near impossible to get the store manager to call me or help. I spent well over $6000 here and i would really like this resolved. The longer this takes the more frustrating it is. 

  Business response

  09/06/2021

  Dear *****************************,
  
  In youroriginal concern, you stated that you chose a new mattress that was in the samecollection as your previous one, but inside of the comfort level Medium, youchose Plush. Despite any expectations that you have set, you as the consumermade the decision to choose that mattress. American Signature cannot take responsibilityfor your choice. Our responsibility was to fulfill the Sleep Guarantee you usedto reselect your mattress. As this action has been completed, there is nofurther action required on our behalf. If there is any issue in relation to a manufacturerdefect, please notify us so that we may process a claim for you.  
  
  Sincerely,
  
  Jason N**
  ResolutionSupervisor
  CustomerCare
  

• Initial Complaint

  08/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered dresser shipping delayed 2 months still no dresser Called to get refund was not given any info email etc regarding refund Email unanswered / wait time to speak to agent was over an hour Still no refund info Im frustrated no refund after waiting almost 2 months for item ordered and was informed it was still not shipping until late September.I just want my money refunded

  Business response

  08/24/2021

  Dear ******************,
  
  We do apologize that this has been your experiencewith our company. We want to put forth our very best effort to resolve yourcomplaint.
  
  We see this was canceled and refunded back to the formof payment on the order.
  
  We apologize for any inconvenience you may haveexperienced. If you have any further questions or concerns you may contact ourCustomer Care Team at ************.
  
  Sincerely,
  
  Joy
  Phone: 1- ************
  Resolution Supervisor
  American Signature Inc.

  Customer response

  08/24/2021

  i have not received refund 

  again called this morning and did finally after 5 attempts for answers 

  Received response from customer service 

  Business response

  08/25/2021

  Dear ******************,
  
  We do apologize that this has been your experiencewith our company. We want to put forth our very best effort to resolve yourcomplaint.
  
  We see this was canceled and refunded back to the formof payment on the order.
  
  This was refunded 8/21/21, this can take 7/10 businessdays to reflect on the card used.
  
  We apologize for any inconvenience you may haveexperienced. If you have any further questions or concerns you may contact ourCustomer Care Team at ************.
  
  Sincerely,
  
  Joy
  Phone: 1- ************
  Resolution Supervisor
  American Signature Inc.

  Customer response

  09/03/2021

  The customer indicated by phone that the company resolved the complaint.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my Girlfriend bought a sectional sofa from Value city in ****** **** for $4,000 dollars and bought an extended warranty . january of 2021 another portion stopped working yet again. it is an electric reclining sectional. i filed a claim on Jan the 12th of 2021. one week later i recieved a call that we would get a call from the warranty comapny for a technician to look at the problem. three weeks later we get a call and he can come out in 2-3 weeks. . he takes ten photos of the part and says he will get it ordered. i get an email one week later from the warranty company telling me it will be ***** weeks for the part. it takes 16 weeks then three more weeks for the technician to come back out and realize that the wrong part was sent and will not work. he calls and they tell him it's another ***** weeks. the warranty company reaches out and says the are replacing the whole section(mid july)and someone will call within 48 hours to set it up 8/19 went to store now want $140 to deliver item

  Business response

  08/20/2021

  Dear ************,
  
  We do apologize that this has been your experiencewith our company. We want to put forth our very best effort to resolve yourcomplaint.
  
  In our research, we were unable to find an invoiceunder the name or phone number you provided. Please respond with moreinformation so that we may address your concerns adequately.
  
  We would need at least one of the following:
  
  The invoice number of the affected order
  
  The phone number that is on the order
  
  Please email this to:
  
  **********************************************************************************************
  
  We apologize for any inconvenience you may have experienced.If you have any further questions or concerns you may contact our Customer CareTeam at ************.
  
  Sincerely,
  
  Joy
  Resolution Supervisor
  American Signature ****
  ****************
  

  Customer response

  09/01/2021

  Phone number is ************. 

  Business response

  09/02/2021

  Dear ************,
  
  We have looked into this foryou and it looks as if you have had the delivery fee waved for the exchange.The exchange is set for 9/28/21.
  
  We apologize for any inconvenience you may have experienced.If you have any further questions or concerns you may contact our Customer CareTeam at ************.
  
  Sincerely,
  
  Joy
  Resolution Supervisor
  American Signature ****
  ****************

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good Evening, I had furniture delivered late 2020. During the delivery, some of the walls were damaged. I have reached out to Value City numerous times and I'm chasing down a resolution almost a year later. Can you help me understand why no one is following up and following through? Why am I chasing this down. I'm now almost a whole year in and waiting for a refund. THIS IS UnEXCEPTABLE and frustrating. I'm considering filing a small claim for a complete refund of my furniture for the damage and the super slow and *** response. My wall has remained damaged while waiting on a follow through. Can someone look into this?

  Business response

  08/25/2021

  
  
  Dear *************************,
  
  Thank you so much for reaching out with your feedback.We apologize for the experience that youve had with your order, and we want toput forth our best effort to resolve the issue.
  
  After researching, we were able to locate your order. Per our research, the claim has been resolved with the third-party delivery contractor.A check in the amount of $200 was agreed upon and sent to you. If you have notreceived this check, please reach out to your claims adjuster.
  
  If you have any additional questions or concerns,please feel free to contact our ************** Team at **************, or via email at ******************* Our office is open from 9am 7pm EST Monday throughFriday, and Saturday 9am-6pm EST.
  
  Thank you for your patience, and thank you for shopping at Value City Furniture.
  
  Sincerely,
  
  *****************
  Resolution Supervisor
  

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a new bedroom set in July. I was told it would be delivered on July 23. They only delivered the dresser and mirror. Dresser damaged. Bed and nightstand delivered following week. Every single piece of furniture they sent is damaged. They knowingly sent me damaged furniture and didn’t even call ahead of time to ask if I wanted it. Over the next two weeks I was told by three separate employees/managers that someone would contact me within 24-48 hrs to schedule a repair appointment. Never happened. Called corporate. Finally got a repair set up a week later. The furniture is so badly damaged that he could only fix one piece. Was told by him that they would order a new nightstand and parts for headboard a week ago but nobody from store has called to tell me anything. I have had to take 3 days off work for what was supposed to be one delivery date. And will need to take more for next delivery and repair dates. To deliver an entire set of damaged furniture is shameful!

  Business response

  08/18/2021

  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 your complaint.
  
  Would you like the items to be replaced or returned? We can replace all the invoice.
  
  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
  Phone: ###-###-####
  Resolution Supervisor
  American Signature Inc.

  Customer response

  08/24/2021

  I have already set up a date to replace the damaged furniture. Over the phone you offered me $200 for my inconvenience. I have spent over 8 hours on the phone, have taken off 5 days of work for what was supposed to be ONE delivery day. Including today when the furniture repair guy was supposed to be at my house between 10-2pm. He calls me at 2:40 to say he’s on his way!! After I sat all day waiting in the time period I was given. I had to leave to pick up my daughter so I was not available at the random time he decided to show up. So here we are AGAIN with another person who dropped the ball. I think that’s number 6 who didn’t do what he/she was supposed to do. And I lost another day of work for NOTHING. And you think all of this ridiculousness that I am dealing with, and will likely continue dealing with by the time this situation is over, is worth $200??? That’s a complete insult to me. I have dealt with so much stress over this mess, loss money from taking off work, hours and hours on hold on the phone. The last phone call was an hour and 45 minutes itself. Add all of the previous phone calls together. It’s almost unbelievable the level of incompetence I have dealt with. Every single person has dropped the ball and failed to do what they were supposed to do.

  Business response

  08/25/2021

  Dear Ms. ********,
  
  We see the exchange is set for 9/14/21, the discount we spoke of on 8/18/21 will be refunded once the items are delivered.
  
  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
  Phone: ###-###-####
  Resolution Supervisor
  American Signature Inc.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a power sectional couch in April 2020. The motor went out in February 2021. It was still on Warranty. They came out in March to repair said they was ordering motor to fix. I have been calling every since customer service, Canton, Ohio store and corporate office and have just been getting the run around we will call you back. I have spent numerous hours on the phone holding or speaking to different people not accomplishing anything. Now they are not even answering my calls anymore.

  Business response

  08/20/2021

  Dear Ms. ****** **********,
  
  Thank you so much for reaching out with your feedback. We apologize for the experience that you’ve had with your furniture, and we want to put forth our best effort to resolve the issue.
  
  After researching, we were able to locate your order. Your local store has approved of a reselection for the sectional as we will not be able to provide repair or replacement for your current sectional; we no longer carry the furniture that you have.
  
  You will be able to use the item purchase amount used towards the sectional to reselect. The reselection will act as a fulfillment of the manufacturer warranty on your existing item and will not be eligible for Pure Promise. We will provide the next 60 days for the redemption of your reselection. Please visit your local store to start this process.
  
  Once again, we apologize for the delay in resolving the issue you have experienced.
  
  If you have any additional questions or concerns, please feel free to contact our Corporate Care Team at ###-###-####, or via email at [email protected]. Our office is open from 9am – 7pm EST Monday through Friday, and Saturday 9am-6pm EST.
  
  Thank you for your patience, and thank you for shopping at Value City Furniture.
  
  Sincerely,
  
  Jason N**
  Resolution Supervisor
  Customer Care
  ###-###-####
  *************@customercare.americansignature.com

• Initial Complaint

  08/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a love seat type sofa back in March 2021, 1 year after covid hit. We were informed that the delivery would not be until June. We waited. June came around and the sofa had not been received. Delivery date passes, nothing. Call the store and they apologize saying the sofa did not arrive and a new delivery date was scheduled. Date passed, still no sofa. Delivery date changed once again to August 19. Lets see if they actually receive it but the customer service we have received from this company is beyond me. Not sure how they are still in business !!!

  Business response

  08/17/2021

  Dear **************,
  
  In our research, we wereunable to find an invoice under the name or phone number you provided. Pleaserespond with more information so that we may address your concerns adequately.
  
  We would need at least one ofthe following:
  
  The invoice number of theaffected order
  
  The phone number that is onthe order
  
  Please email this to:
  
  **********************************************************************************************
  
  We apologize for anyinconvenience you may have experienced. If you have any further questions orconcerns you may contact our ************* Team at ************.
  
  Sincerely,
  
  Joy
  Phone:  ************
  Resolution Supervisor
  American Signature Inc.

*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. ↩