ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch and loveseat on May 22, 2024 to be delivered on May 25, 2024. At the time of purchase, I was not informed that the loveseat was on backorder until May 25, 2024. Value City Furniture separated my invoice to include only the loveseat. The invoice is dated August 3, 2024, with a delivery date of November 6, 2024. I was charged another delivery fee and extended warranty called **** *******, even though these costs are on the original invoice dated May 22, 2024. On November 5, 2023, I received a phone call that my loveseat would not be delivered until November 20 ,2024, due to a bent frame at the bottom of the loveseat. The warehouse caller claims that was the best date available. At this point, its been 6 months since I purchased my furniture and making payments on them. Unfortunately, its too late to return the sofa. I am seeking reimbursement of all costs associated with the purchase of the loveseat due to Value City Furniture's deceptive sales tactics and an unrealistic return policy on furniture that has never been delivered. Additionally, i am seeking recovery of costs paid for the loveseat from time to purchase ot date of delivery. Lastly, I am requesting an earlier delivery date.

  Business response

  11/06/2024

  Dear ******,
  
  We sincerely apologize for the experience you've had with our company, and we truly appreciate the opportunity to address your concerns.
  
  At this time, the estimated delivery date for your loveseat is scheduled for November 19, 2024. Please note that this date is subject to change due to factors such as manufacturer availability and transportation logistics. November 19 is the earliest delivery window currently available.
  
  We completely understand the frustration these delays may have caused, and we want to assure you that we are committed to keeping you fully informed with any updates or changes regarding your delivery. Our goal is to provide you with accurate, timely communication throughout this process.
  
  As previously communicated, we will issue a full refund of your $219.99 delivery fee once the item has been fully delivered.
  
  If you prefer not to wait for the loveseat, you are welcome to cancel the order for a full refund of the purchase price, taxes, and any additional items such as the extended warranty and delivery fees.
  
  We apologize again for any inconvenience this situation may have caused. If you have any further questions or need additional assistance, please don't hesitate to reach out to our Customer Care team at ###-###-####.
  
  Sincerely,
  ****** * **********

  Customer response

  11/06/2024

  I am rejecting this response because: due to several delays and fraudulent information received about the delay - lastly being told the trucks are full  and my delivery was switched from store to store, and SIGNIFICANT 6 month delay VCF needs to make an exception and deliver prior to 11/19/2024 

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

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a led crystal fireplace from value city in ***** along with my pure promise , in March of 2024 mh fire place needed to be replaced due to a ********** was advised it was an electrical issue , the manager ********* has harassed me for months and months now , every time corporate with set me up with service store manager would cancel my service , I was previously told by corporate supervisor that I can use my 1 year manufacture warranty after service comes out to the house , Ive been getting the run around , theyve canceled my pure promise , they wont replace my fire place , when service came out to my house ***** advised me I have a witness that was present at my house when they arrived and he stated it was nothing that I did to the fire place and the discoloration is abnormal , I let ***** know when it was replaced in March of ****************************************************************************************** March of 2024 I got my replacement from the new Baltimore store not Utica so I dont have to deal with being harassed . I ask customer service **********************. Why is beautiful store getting involved again when I got my replacement from ************* her response was I dont know. Spoke to a ****** and a *** , *** started yelling at me like I was her child,I hung up on her , then ******** **** calls me and advised me to reach out to the manufacturer myself .when I got home I tried to do so but this manufacturers located in ***** and theyve refused to give me my invoice and sent me a blank invoice to my email . Id like my fire place replaced as promised or my money back . Please I was advised to call the 888# and ask to speak to legal but theyve refused me from speaking to the legal team. Oh, my calls are monitored and recorded and can be pulled and listened to they are not being honest and fair. I was told that something was spilt on it so its not covered, nothing been spilled I got witnesses that was here when ***** came over on October 28.

  Business response

  11/04/2024

  Dear Ms. ************* do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve your complaint.
  While we understand your frustrations, this piece is not under warranty. Please see the breakdown below:
  You purchased the original 47.4"LED FRPLE-*******, in July 2022.
  You filed a *******/Pure Promise (extended warranty) claim, and you were approved for a full replacement.
  You picked up the replacement on 6/1/2023.
  You did not re-purchase the extended warranty-Uniters/Pure Promise on the new 47.4"LED FRPLE-*******. You only had the 1-year warranty.
  You called in on 2/20/24 and needed service, we do not service electrical pieces and we were going to set up an exchange, the piece was picked up, and for us to deliver the exchange the delivery fee needed to be paid and you refused. The exchange was then canceled.
  You called in on 10/5/24 needing help filling a claim through the extended warranty, you did not purchase the extended warranty.
  We did a courtesy service and per our certified technician, the mirror is discolored on the bottom by the firebox, and he did not see any manufacturing defects, looks like something was spilled on the piece.
  The damage is not a manufacturing defect and therefore not covered.
  We sent you your receipt on 10/31/24 and I resent this to you today, 11/4/24.
  Our **************** does not take customer calls, you would need to talk to our Resolution Team.
  This invoice cannot be refunded or exchanged.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Customer response

  11/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22500144
  
  I am rejecting this response because: the above information is not correct , the fire place was exchanged in March and I have evidence to prove it , they have cameras in the back you can see me getting the replacement in March 2024 , I never refused to pay for a delivery hence my fireplace was a pickup I never had it delivered , I was never told I need to repay for a pure promise in March of 2024 , I was recently told by a supervisor I can use my one year manufacture warranty then refused , I have never ever went off without paying I have a withness that helped me pick up my replacement in March of *************************************************************************** 
  
  Regards,
  
  ***** ******

  Customer response

  11/05/2024

  I have proof I picked my replacement up at 2:05 March 6 th 2024 

  Business response

  11/05/2024

  Dear Ms. **************** we understand your frustrations, this piece is not under warranty. Please see the breakdown below:
  We did a service and per our certified technician, the mirror is discolored on the bottom by the firebox, and he did not see any manufacturing defects, looks like something was spilled on the piece.
  The damage is not a manufacturing defect and therefore not covered.
  This invoice cannot be refunded or exchanged.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Customer response

  11/07/2024

  
  ---------- Forwarded message ---------
  From: ***** ****** <*********************************>
  Date: Tue, Nov 5, 2024 at 2:09 AM
  Subject: Re: 22500144
  To: Dispute Resolution <**********************************************************************************************>
  
  
  Also I have proof my friend **** ******* was present at my house with the Technician ***** came out and stated that it was nothing that I did to the fire place , i was told by the guy at ************* store when it was replaced in March that those brown spots are electrical and its not safe to use and I should not use it . I am willing to let you speak to **** ******* that was here when service came out just recent in October and stated its nothing I did , I have no little kids in my home I and my 11 year old daughter didnt spill anything on our fire place . 
  
  On Tue, Nov 5, 2024 at 2:03 AM ***** ****** <*********************************> wrote:
  Can I please add this to my response , they are not being honest I picked up my replacement in March 6 th 2024 at 2:05 pm , I got proof heres pictures to prove this . 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this couch back in November of 2022. I have tried to get in contact with customer service on getting the couch replaced or a refund for the whole year of having it. By the time they got my request, someone came out to look at the couch(they said nothing was really wrong with it but put a request for rand new parts), and getting the new parts which were random ones it took another 3 months past the year ***** I got the parts replaced and not even 3 months later the couch was already ripping. Let alone the guy that came to replace the parts was not professional at all and I felt very uncomfortable. The pillows didn't even last a month and started shredding nor did I even get enough to replace all of the original ones. Not even a two year old couch it looks like we have had it for 5 plus years. The quality is horrible. Every time I try to contact someone at customer service they say they cant help since its past the window of one year and I am done trying to contact someone and not get any resolution. Spending $2,400 on a couch is a lot of money to some people and an investment that should last.

  Business response

  10/22/2024

  Dear ******,
  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 cannot return the piece you are out of the 7-day policy; we can offer an exchange or a re-selection to a new piece. You will have until 11/30/24 to do so.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is **** *****. I live at ******************************************************. My customer ID number is *****************. We came to value city on August 11 of 2024. We ordered two nightstands and two dressers. We ordered the bedframe the next day but thats not the complaint I have its for the remaining order. They had told us that the dressers and nightstands were in stock so we were expecting on getting them. They told us that the headboard was not in stock, so we were going to wait the next day they call us and tell us that the headboard is in stock but the dressers are not so we said OK so they brought the headboard and the nightstands one of which was damaged. The delivery *** said he would do a replacement of the damage nightstand as of today, which is October 21, 2024 we have not received that. We have been waiting on our dressers since August they were supposed to be delivered August 22 of 2024. They got them in only one, and it was broke , so they had to re-order when the next order came in which was only one was broken so now its October 21 and it says that we should receive our two dressers by October 31, 2024. We are very frustrated with this order. We have been waiting for months very patiently and being told that they would be in and then they come in broken so we have been without a dresser that we ordered in August now its October. We should get some kind of discount this order for all the trouble of us waiting and not getting our order, this has been a ridiculous experience which Im very unsatisfied with and the people there are only saying that this should be in on this time and this should be in on this time and weve waited and waited and waited. Like I say we have been very patient, but our patient is wearing out , so if theres anyway you can resolve this, that would be wonderful, but if we dont get our order this time, we are canceling it and never shopping at your store again. Hopefully it wont come to that.

  Business response

  10/27/2024

  Dear **** *****
  We appreciate you bringing this matter to our attention. We would like to investigate this complaint further. To assist us in this process, could you kindly provide the phone number listed on the invoice. We were not able to locate a recent purchase under ************.
  
  Thank you
  Resolution Supervisor
  *********
  
  

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have placed a repair request in June 2024 for the sectional. So far, there is no favourable response from the VCF. Below are the purchase details. Please help to resolve the issue. Invoice 1 104-660536-07 Customer: (C) ************ ******* L ********** ***** ********************************************* ******* 1 ******* ITEM #: PX3010-05P-A**-6G 6PC DP SLPR SEC W/CHS-AERO ** VA LO06 06.000%LAF RC/ARML LOVE/WG/ARML RC/CN/RAF CH

  Business response

  10/21/2024

  Dear ******* **********,
  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.
  While we understand your frustrations the part needed has been ordered and can take 12/18 weeks to come in. We see the estimated date for the part is 12/4/24. Once the part comes in, we will contact you to set service for the repair.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

  Customer response

  10/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22445761
  
  I am rejecting this response because: 

  
  The request for a covered warranty repair was submitted in June, and the delay has far exceeded any reasonable waiting period. Despite numerous phone calls, each conversation sets a new target date. It appears that VCF is not respecting customers' time or the ********************** of their money. The response times are NOT ACCEPTABLE!! 
  
  Regards,
  
  ******* **********

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to American Signature Furniture and found item I wanted. Sales *** offered 50 months interest free. I gladly accepted and a week later I even called and ordered another piece. Furniture delivered, 1 piece damaged and then I got my bill and it was not accurate - the 50 months no interest was not applied. I contacted the finance company they sent me back to the store where purchased, so I call them. **** (says he is the manager) tells me he will send the details to the finance company and I will see it on the next billing cycle. Billing cycle came and went, new bill arrives and no change so I called back again and STILL I cannot get them to make the required adjustments but they will come and pick up the items and offer a full refund minus 250 delivery fee. I have not received a single drop of customer service or even slightest empathy. All **** said was I will send someone to pick it all up, wouldn't even provide any assistance, talked to me like I was inconveniencing HIM, never providing any solutions or what he would do to resolve it. Quick to tell me he will send someone out to pick up the stuff though. **** and American Signature Furniture's' extreme lack of customer service, has made me dislike - almost HATE the items I so loved and have been happy with, but if this cannot be resolved I will be forced to send it all back. I also have a item they will not assist in getting fixed, when it was DELIVERED DAMAGED. I either get ZERO callback, speaking rude when I do get ahold of someone or nothing at all. I've had these items a little over a month for reference. (delivery date was September 11, 2024)

  Business response

  10/18/2024

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

  While we understand your frustrations, the 50 months promo cannot be combined with any discounts, you have 15% off, Synchrony will not allow us to combine them. We cannot make this change.
  We have set up an exchange for your console, you are set for delivery on 10/23/24.

  You are past the 7-day return policy;we cannot return the pieces.

  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  

  Sincerely,

  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Customer response

  10/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22437454
  
  I am rejecting this response because:  **** (manager) advised when I first discovered the error he would send the notification to Synchroncy and 

  amend the plan details to reflect the 50 months, said I would see it on the next billing statement which I did not see it, so I called back on the day I filled out this complaint.  

  Thats when he (YOUR STORE MANAGER **** - if he even really is) offered to come pick up the items and refund me minus 250 restock so YOUR manager offered to pick it all up after the 7-day return policy without trying to make this right first. The expectations have already been set by YOUR store manager, and I expect them to be completed as he promised not once, but twice as well as others who took messages for him on the many many times I have had to call and chase him down. I stated to the salesman I wanted the 50 months, he said not a problem, when it wasnt setup I called back and this is what I have been dealing with since the items were delivered. I shouldnt as a customer have to chase down what was promised to me, and this is why I submitted this complaint because its YOUR store reponsibility to ensure all promises made to the customer are kept and upheld in the event there is an issue. 

  On a side note: The store is delivering a replacement of the damaged console tomorrow so part of this is resolved, I just need the bait and switch that took place corrected to the 50 months and not the 12. 
  

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

  Business response

  10/23/2024

  Dear Mr. *************** do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve your complaint.
  Again, the 50-month promo cannot be combined with any discounts, you have 15% off, and Synchrony will not allow us to combine them. We cannot make this change. Please see the link below for their policy:
  ************************************************
  Please see attached policy:
  50 Months Special Financing
  50 months no interest on single-receipt qualifying purchases of $2999 or more made with your Designer Looks Credit Card. Equal monthly payments required for 50 months. Promo fee of 2% of amount financed will be included in required monthly payments. Not combinable with Doorbusters, Top Deals, Special Purchases, Closeouts or other storewide offers. A promo fee, equal to 2% of the amount financed at time of purchase, will be shown as a separate transaction on your billing statement and included in the balance subject to this promo. Any taxes,delivery or other charges included in the amount financed will increase the related promo fee and the required monthly payments. For example, a $950 purchase with $50 in taxes and shipping costs, will be charged a promo fee equal to $20 and $1,020 will be charged to your account. No interest will be charged on the amount financed (including related promo fee) and equal monthly payments are required on such balance until it is paid in full. The payments equal the amount financed (including related promo fee) divided by the number of months in the promo period, rounded up to the next cent. These payments may be higher than the payments that would be required if this purchase was a non-promo purchase. During the last month(s) of the promo period the required monthly payment may be reduced due to the prior months rounding. Any estimated required monthly payments shown (which may exclude taxes and delivery) in connection with this promotional offer should allow you to pay off the amount financed within the promo period if (1) you make your payments by the due date each month and (2) this is the only balance on your account during the promo period. If you have other balances on your account, this monthly payment will be added to the minimum payment applicable to those balances. Regular account terms apply to non-promo purchases. New Accounts as of 7/16/24: Purchase APR *****%. Penalty APR *****%. Min Interest Charge $2. Existing cardholders: See your credit card agreement terms. Subject to credit approval.
  The store manager sent the request to Synchrony to make the change, it is up to Synchrony to make the change, we cannot.
  We have set up an exchange for your console, you are set for delivery on 10/23/24, between 11:30-2:30 pm.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was reimbursed with a store credit for a warranty item in late spring, early summer of 2024. I went in to use the credit on our about Labor Day weekend. I purchased two items, a bed, that was purchased from the floor, it was discounted and picked up the day of purchase, and a chest. The chest needed to be ordered.Upon cashing out Cam, store manager, advised the credit covered the bed. The dresser I needed to finance so I did. At the time, I did not request delivery of the chest. When the chest came in it was my intent to pick it up, but I had no assistance to do do. So I requested it be delivered. Delivery was scheduled and $169.99 cost was added to the purchase. Prior to delivery I canceled the chest all together. Which means there should have been no delivery fee. I received notice that I had an outstanding balance from the credit provider, I did not understand why, because the bed was paid in full, and the dresser was canceled. I could not get this resolved, even with myself, the credit provider and the store on a call so I went directly to the ******** the store I talked to ****** and she removed the delivery fee, after I pushed that the bed was NOT delivered. So $169.99 for delivery was removed. Which should have been considering nothing was delivered. Then we discussed why $149.99 or some odd dollars that was still owed for the bed when the bed was covered by the reimbursement. ****** could not answer that question and said she would need to consult with Cam and call me back on 10/16/24. I have not received a call.I just need to know where the credit is. Was it assigned to another customer, has someone from the store taken it. I am lost as to why this cannot be tracked when there is a transferring of money at a large company.When I call to talk to someone the managers are always "busy" or in a "meeting". Please help me with closing this out and getting the reimbursement promised to me along with a $0 owed receipt.

  Business response

  10/19/2024

  Dear ***** *****,
  
  Thank you for bringing this matter to our attention. After reviewing the history on your invoice 175-129385. Our records show that your Pure Promise Rebate was used on the 7-Drawer Chest/Base Concerto. The rebate used was for $139.99.  The history also shows that the item was returned. If a item is returned you lose the rebate, just like you would lose a promotional coupon if it was offered. There is no history showing that the Pure Promise Rebate was ever used on the Omni Queen *** for $149.99.
  
  Thank you
  Resolution Supervisor
  *********

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dresser, 2 nightstands and a chest on 8/24/24 $3,515.95 at the *******, ** location and was told all items were in stock and given a delivery date of 8/28/24. When my delivery date came the dresser and 2 nightstands arrived and the chest was not in the order, I was told it was left off of the truck. I was told my chest would be delivered the following week. The following week came and I confirmed delivery via text and email only for the chest not to be delivered. I engaged directly with the store and communicated that I would have chosen a different furniture setup if I knew that my order would not be fulfilled in total. They (****** and *******) assured me a third delivery date 9/14/24 when my chest would arrive, which came and went. Fast forward to today the 4th confirmed delivery date 10/16/24 and no chest and no call that it was not coming. I missed work for each of these delivery dates at a significant cost. I went to the store today to have the other furniture pieces picked up and my order refunded, and they have the audacity to initiate the return process but still charged a delivery fee. My order was never delivered in full and it was never communicated prior to or during that it would not be fulfilled in whole. I am requesting a full refund to include the delivery charges. I will be filing a formal complaint with the better business bureau.

  Business response

  10/17/2024

  Dear ***** ********,
  
        We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
        As we look at your order, it looks like you placed it on 8-25-2024. The store was able to deliver 2 Nightstands and a Dresser on 8-28-2024, but the Chest was on backorder, and you dont want to wait any longer and canceled the order. We will waive the delivery fee and process the refund of the whole amount after the successful pick-up. The store scheduled the pick-up on Tuesday 10-29-2024.
        If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.
  
  
  Sincerely,
  
  
  *******
  Resolution Supervisor
  *************
  ************

  Customer response

  10/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22430443

  I am rejecting this response because of the failure on behalf of your company to address deceptive sales practices, misleading customer service, failure to contact me directly as requested and zero effort to make right the inconvenience of this entire process.
  

  Thank you very much for the reply. I take issue with the fact that it was known according to your reply at the time when the set was sold to me on 24 Aug, that the chest was on backorder. I also take issue with your statement that I no longer want to wait for the chest to be delivered. First, it was never communicated to me when I purchased the set that the chest was on back order. In fact I explicitly asked if everything was in stock and was assured that everything was in stock and confirmed with a single delivery date. When my initial delivery date came and the chest was not included I was told that it was a mistake that my chest was not loaded because they sent the wrong color and was told that the chest would be delivered the following week at that point it still was not communicated that the chest was on backorder. So I find your reply that I no longer wanted to wait be vexing, I was not expecting to wait when I purchased the set because I was not told the chest was on backorder up front. Imagine if you ordered new tires for your car and only 3 out of 4 showed up? I clearly wanted this set and I waited another 3 scheduled delivery dates outside of the original delivery date at the cost of my normal work schedule and financial loss.

  So since I no longer wanted to wait, how much longer was I supposed to wait? What is being done to address the deceptive sales practice of not telling people their order is not fully stocked? What is being done about misleading customer service telling me "there was a mistake and that my chest was not loaded during the first delivery because the warehouse sent the wrong color? What is being done about me taking time from work for 3 additional work days, outside my original delivery date to accommodate delivery of a chest that I paid for and never showed up? Refunding my money in total is the bare minimum for failure to deliver the products that I already paid for but it does nothing for the inconvenience of having to unpack the pieces I already have, take a 5th day of work to accommodate the return/pickup, the time I am going to have to spend shopping for a new set and the time that my bedroom will sit empty waiting on that set. 

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

  ************

• Initial Complaint

  10/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  September 25th I had a couch delivered, the company that Value City contracted damaged my wall. While flipping the couch upright they hit my wall and put a 6 inch groove in the drywall. I called the store to file a complaint and was advised to email ********************************** with my ompliant..to which I got no reply. I called on 9/30 and spoke with a representative who said she would file a report to which I have had no reply. I again contacted Value City 10/11 and was advised that no report was submitted and that a report will be submitted on my behalf. I have asked for a refund of the delivery fee simply based on the damage and the lack of professionalism in resolving this in a timely and ethical manner.

  Business response

  10/12/2024

  Dear ******* *******,

  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  After reviewing your invoice on 77-687099.  A Risk Claim form was filed on your behalf and turned over to our ************************** on 10/11/24.

  Please allow 7-10 business days for processing. A agent will reach out to you within the filing timeframe.
  We would not offer compensation at this time due to a property claim being filed.

  
  Thank you
  Resolution Supervisor
  *********

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a bed in March 2024. Bed was assembled by stores contractor. Bed was not used until July 2024 and broke in several places in August. The issues are quality related and insufficient hardware strength by manufacturer. After months of dealing with store and no communication after the tech looked at the bed it was determined to be customer fault. No repair offering no refund no solution. To $700 bed broken and blamed on the customer.

  Business response

  10/08/2024

  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.
  The queen Toronto bed was delivered on 3/7/24, we did service on 9/16/24. Per the certified technician and the photos, the cause of the damaged piece is due to heavy use. This is not a manufacturing defect and is not covered under the 1-year manufacturer warranty.
  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,
  ***                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ###-###-####

  Customer response

  10/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

  Customer response

  10/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I did not receive a copy of the techs report. I disagree it seems a canned response due high volume of complaints. The screws holding the side rails of the bed are clearly too short and not holding the bracket securely once bed collapsed on that side it twisted causing the rest of the damage. It is sad that this company will not stand by it's customers or products. Instead blaming a 15 year old girl sitting on her bed doing her homework. She was not rough housing or clowning any such thing and I take offense when this scared my daughter very much and is a safety concern. 

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

  Business response

  10/11/2024

  Dear Mr. *******,

  While we understand your frustrations, you would not have received a copy of the report. The damage to the piece is not a manufacturing defect, which is not covered under the 1-year manufacturer warranty, and we see you did not purchase the extended warranty. The piece is not covered.

  Again, 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,

  ***                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ###-###-####

  Customer response

  10/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

*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. ↩