ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 2nd, Value City's furniture replacement contractor fulfilled a claim for damaged furniture. The claim sent to Value City was for the replacement of a couch purchased from them. The instructions from the company **** ******* was to call Value City and arrange for the replacement of the couch. I have been calling Value City every since with the first call on August 2nd and I have my 5 subsequent calls and my wife has made 2. Please assist me in getting my replacement couch each time that I call I'm told that I need to speak to a particular person because only this person who's name has changed several times the last 2 names I have been given is Elizabeth and the very last name ****. The problem is neither of the people who handles claims for this store has called me after several calls and several *******s to have some one call me. No call not from anyone it's been 14 days and I feel I'm getting the run around.

  Business response

  08/19/2021

  Dear Mr. *******,
  
  Thank you for reaching out and sharing your experience with us we would be more than happy to address your concerns. We did further research on your concerns and partnered with the location you made your purchase at. We have scheduled your replacement for your sofa for 10/13/21. You would be responsible for paying the delivery fee because it is not covered under warranty. We do apologize for your experience and the delay of your product and the process of getting it scheduled. Also, if you wish to continue having a warranty on the sofa that is being replaced you would need to repurchase the warranty which is $139.99. If you have any questions on repurchasing the warranty if you choose to you can reference the terms and conditions in your warranty that state after the replacement is made your warranty is voided. Please give us a call at the number below to provide payment.
  
  If you have any further questions or concerns, please feel free to contact us at ###-###-#### or via email at *********@vcf.com. We are available Monday through Friday from 9:00 AM to 7:00 PM EST and on Saturday 9:00 AM to 6:00 PM EST.
  
  Sincerely,

  Customer response

  12/27/2021

  Good day,
  
  I am writing in regards to complaint:
  
  BBB of Central Ohio in regards to consumer complaint #********
  Value City- This complaint has not been resolved, the company placed
  another order has now given us several dates that the new couch would
  be delivered it has not, each time I would receive a call for another date.
  The date provided would come and go and another date was given.
  
  This process between the insurance provider and Value City Furniture the
  company that was paid the check from the insurance company for the couch
  that has been a disaster had to have several service calls with in the the
  first few months of having it to the point the insurance company decided it
  just wasn't worth it for them to continue to send repair techs out to the
  home to repair the defects to the couch.
  
  Now since early spring or 2021 I have been making due with a defective
  couch. I am not certain what more I can do, how much more patience I can
  extend to this matter.
  
  I would prefer if VCF can't get the couch to me. I would like the value of
  the couch that the insurance company wrote to VCF to be provided in the
  form of a check to me.
  
  Thank you.

  Business response

  01/13/2022

  Dear Mr. ********
  
  Thank you for contacting us we appreciate you taking the time out to provide us with your feedback and concerns. We completely understand your frustration with the delays that have been reoccurring with your replacement sofa, and we do apologize for your experience with the delays and your merchandise not holding up to manufacturer expectations. We appreciate your patience with waiting on your replacement and the process with Value City and our insurance company to honor your warranty. Currently, we are experiencing inventory delays that are related to the pandemic that we don’t have any control over. We currently have an expected delivery for your replacement scheduled on 1/15/22. If this delivery is not successful you have the option to contact our warranty company to request a cash settlement if you do not wish to move forward with waiting. We have submitted your complaint on your experience for internal use to help improve the experience of our customers we appreciate your patience.
  
  If you have any further question or concerns, please don’t hesitate to contact us at ###-###-####. We are open from 9:00 AM to 7:00 PM EST Monday through Friday and 9:00 AM to 6:00 PM EST on Saturday.
  Sincerely,
  
  
  Sahara C*****
  Resolution Supervisor
  Customer Care
  ###-###-####
  ***********************************
  

• Initial Complaint

  08/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had ordered some items online. After I processed the order I realized the address was incorrect. I tried calling but their wait times are horribly long (over 20min) so I followed the prompt to submit a request for assistance online however they directed me to email. Which I did. The corporate office responded and advised they updated the address, this was the day after (7/16) my order (7/15). The partial order showed delivered on 7/28 but was no where to be found. So I called customer service and they said I would have to file a claim with FedEx, which I did. They states they would need to reach out to the store (but I made an online purchase) & the store called me and said I would have to call the customer service line again. I spoke to a different person, provided all applicable info to include the claim number & was told a different team would research and get back to me. It’s been over 5 bus. days & no reply. Meanwhile they won’t cancel the remaining items until claim is resolved

  Business response

  08/17/2021

  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.
  
  We have sent this over to our Direct Shipping Team, they will contact you within 7/10 business days.
  
  If you have any other questions or concerns, please contact our customer care department. Our telephone number is ###-###-####.
  
  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
  Phone: ###-###-####
  Resolution Supervisor
  American Signature Inc.

  Customer response

  08/17/2021

  I accept the business's response to resolve this complaint. I just do not understand why I cannot cancel the remainder of my order until this is resolved. The second part of the order will get delivered…to the wrong address and then I’ll be right back to this.
  

  Business response

  09/23/2021

  Dear *******************************,
  
  We are currently still investigating this claim withour back-office team. We apologize for the elapsed time on your claim and thank you for yourpatience. As soon as we have an update, we will contact you. For any futureinquiries, please contact us at **********************************************************************************************.
  
  Thank you for your patience and thank you for shoppingat Value City Furniture.
  
  Sincerely,
  
  *****************
  Resolution Supervisor
  Corporate Care
  ************
  **********************************************************************************************

  Customer response

  09/23/2021

  its been over a month of them investigatingand still no resolution.
  

• Initial Complaint

  08/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a couch in June 2021 and paid for it. The delivery date was August 25, 2021. I made it extremely clear that I would need the couch by that date at the latest. I received a call from Value City the first week of August saying they could move the delivery date up. I told the representative I was in the process of renovations and the date would need to be either next week or the original date. The representative who was the customer service lead named Bri stated that was ok and to call and let her know if the date can be any earlier. At no point was I told that if I didn't accept the delivery date when the representative called that I would have to wait for another couch to be made by the manufacture. I called on 8/15/2021 to schedule the delivery date for the next couple days and I was informed that my couch was gone. They gave it to another customer and now I won't receive a couch until September sometime. They didnt even tell me.

  Business response

  08/17/2021

  Dear Ms. ******,
  
  While we understand your frustrations, this pandemic has significantly impacted the furniture industry. There have been delays in obtaining parts, materials, manufacturing the merchandise and transporting these goods to our facilities.
  
  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.
  
  We see your delivery as of now is 9/9/21, please note dates can change.
  
  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: ###-###-####
  ********** **********
  American Signature Inc.

  Customer response

  08/18/2021

  I am rejecting this response because the main issue is the lack organization with the Novi, MI store. The problem is that they actually called me and had the couch available for delivery at an earlier time and they failed to inform me that if I didn't accept the delivery at the new time they would sell my couch to another customer. I had already waited for delivery almost three months and didn't complain. I tried calling numerous times last weekend to change the delivery or accept the delivery and there literally was no one in the delivery department. I got rid of my old couch last week because I was under the assumption that I would have a replacement shortly after. You have not really guaranteed me that it will arrive September 9. 2021. I even asked the Customer Service lead at the store if I could find another couch that maybe available sooner would she be able to compensate me for the difference. She said no and was unwilling to even to meet me half way. I just don't appreciate the frustration and miscommunication it has caused me. 
  
  Regards,
  ******* ******

  Business response

  08/19/2021

  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 apologize we missed our delivery time commitment and how it impacted your schedule. And that you where not explained to about loosing the item if the delivery was not made.
  
  We see your delivery as of now is 9/9/21, please note dates can change. We cannot guarantee the delivery dates as it depends on the vendors and the dates they provide.  
  
  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: ###-###-####
  ********** **********
  American Signature Inc.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My complaint is regarding the Value City Furniture location at 970 NW Plaza, St. Ann, MO, 63074. On Monday I received a call from an employee who was calling to give me an update on my delivery. I paid for the furniture in full on May 28th. I was told the lamp and tables were not in stock and I would have to wait until August 18th, so everything could be delivered at the same time. Now I am being told that my items won't be delivered until October and that it was still not a guarantee I would get my delivery in October. Today I was also told that the couch was out of stock which I had not heard before and they want me to pay more money for delivery. I have already paid for all of my furniture in full as well as the delivery fee.

  Business response

  08/16/2021

  Dear Ms. **********,

  
  We apologize we missed our delivery time commitment and how it impacted your schedule. 
  
  There is a delay with the vendor. Due to the pandemic, all furniture companies are impacted with shutdowns and delays which causes parts, materials, manufacturing, and transportation delays.  
  
  Your order is set for delivery on 10/12/21, please note the dates are subject to change. 
  
  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. You will only be charged one delivery fee.
  
  If you have any additional questions, please feel free to respond to this email or call our Corporate Customer Care Center at (VCF) ###-###-####/(ASF) ###-###-####.  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.
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a sectional in December 2020. January 2021 of this year we had a problem with one of the recliners. We called and they sent a tech in Feb 2021 to look at it and and said it was under warranty ,so he said he would order the part when he got back to the store. I called in May 2021 to check the status and was told the part had been ordered. I called back in June 2021 and was told they had no idea where the part was so they decided at that time to replace the recliner itself.They said I would get the replacement by June 15th. I never received a call or the recliner. I was told the recliner would be delivered July 6th. I never received the recliner or a call again. I was then told the recliner would be delivered July 26th 2021. I never received the recliner or any call that day also .I called again and spoke to ****** the store manager on Aug 2nd. I was told that I would recieve the recliner Aug 11th. I never received a call or recliner again.

  Business response

  08/13/2021

  Dear Mr. **********,

  
  I have called and left a message, I can get the recliner right out to you, I just need to know which one is needed. Please call or email this to me at: ************************************************
  Please place Attn: Joy
  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
  ********** **********
  American Signature Inc.
  ###-###-####

  Business response

  08/13/2021

  Dear Mr. **********,

  
  I have called and left a message, I can get the recliner right out to you, I just need to know which one is needed. Please call or email this to me at: ************************************************
  Please place Attn: Joy
  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
  ********** **********
  American Signature Inc.
  ###-###-####

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Aug of 2017, my husband and I purchased a couch and loveseat from Value City. We paid for a power recliner and love seat and paid for delivery. When it arrived to the store it was a manual set and they told us delivery was not set up and we needed to pick it up. We did. They said they couldn’t get that particular style in power so for the inconvenience, they would give us a credit that we could use AT ANY TIME for $200. Well, fast forward to now, we are in the market for a coffee table and end tables. I called value city and spoke to Greg the store manager and he said he wouldn’t honor that anymore and offered us half of it. I told him no and asked why he wouldn’t. He stated that what the store manager did at that time wasn’t good business and he wouldn’t honor that. I asked him how that is my fault and he said it didn’t matter. He told me it was in the notes that this particular store manager would give us that, but, he wasn’t going to honor it. I would like the full $200 discount

  Business response

  08/11/2021

  Dear Ms. *******,
  
  We apologize we did not provide an exceptional experience at our store. Thank you for sharing your concerns, we will address to ensure you have a wonderful experience.
  You will have the full credit on the order 97-259270, it will be noted, and the store will know.
  If you have any further questions or concerns, please feel free to contact us at ###-###-#### or via email at ******************. We are available Monday through Friday from 9:00 AM to 7:00 PM EST and on Saturday 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  
  Joy
  ********** **********
  American Signature Inc.
  ###-###-####

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Item od8295-20t-g Alabaster chart house dining table 40x112. Name : ****** ***** Phone on account : ###-###-#### Delivery address : *** ***** St. Bessemer City, NC 28016 Item was delivered 7/8/2021 with 2 chips at end of table. Delivery person took pictures on a tablet at the time I mentioned it. He made a phone call to someone while I was standing there and said he submitted the pictures and we had nothing to worry about. He stated someone would be in touch and arrange to come out and assess the damage. He stated the damage might be repairable or that a replacement to might need to be sent. When I called the store 7/27/21 to follow up, as no one has been in touch, I was told there was no note about damage and no pictures of the damage. I was given an email address to send pictures to. I find it odd that it was a gmail address.. [email protected]. I have sent 2 emails and called multiple times and have had no response.

  Business response

  08/09/2021

  Dear Mr. *****,
  
  We apologize we did not provide an exceptional experience at our store and with the delivery.  Thank you for sharing your concerns, we will address to ensure you have a wonderful experience.
  
  I see we are going to exchange this for you on 9/2/2.
  
  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 response

  08/10/2021

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

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item and was given a shipping and pick up date. Ever time that date came it was changed. After weeks of this I cancelled my order and asked for a refund. I was told a check would be sent out After weeks of no check I called and was told my order was never cancelled and they finally cancelled it but I had to wait for a check to be issued. I went in about a week or 2 later and was told there still is no check. A couple days later I was called and told a check was mailed. It’s been over 2 weeks and still no check. I went back in last week and they said to wait another few days and call and they will request the check be cancelled and will have to wait for a new check to be made and sent out. I have been dealing with this since about March. I just want my refund for the item I never got.

  Business response

  08/04/2021

  Dear Ms. ****** ********,
  
  I have talked to the store management, the old check will be canceled and a new check will be done. The store should receive this by 8/12/21.
  
  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.
  ###-###-####

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mid June purchased sofa. July they delivered a used sofa. I called them for at least 3 weeks to exchange the sofa. I finally went into the store & showed them a picture of the sofa. A gentleman came out to clean the sofa. We thought steam clean it, he thought spot clean it. He said he wasn't going to touch it because it looked old.'He thought we had it a long time. he said he would file a report that was a Sat. He said we should heard from the store on Mon. We heard nothing. We went into the store on Thurs. Mgr gave us the corporate ofc ph#. Some one from Corp called us & we sent him pictures. He said to keep making payments & they would exchange the sofa either end of Sept or beginning of Oct. That was the earilest they could do the exchange. I will be finished paying for sofa by then & am afraid they will not exchange it.

  Business response

  08/04/2021

  Dear Ms. **********,
  
  Thank you for taking my call today.
  
  We apologize we did not provide an exceptional experience at our store and with the delivery.  Thank you for sharing your concerns, we will address to ensure you have a wonderful experience.
  
  There is a delay with the vendor. Due to the pandemic, all furniture companies are impacted with shutdowns and delays which causes parts, materials, manufacturing, and transportation delays.
  
  We can discount this for you as an in store credit and we are set to deliver on 9/30/21, please note the dates are subject to change.
  
  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.
  ###-###-####

*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. ↩