ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased furniture in March of 2021. The items purchased were a table with stools, 2 bar stools and a buffet. When we purchased these items, we were told that they would arrive in May. While we thought this was a long time, we decided to wait for it. Then we received a call about a month later saying our order was delayed to August 2021. Then a couple months later, another call for October 2021. Another call, December of 2021. Finally we received a part of our order, the table with stools. The stools starting falling apart after 2 weeks. The maintenance guy that Value city sent out said that when they were assembled, that they stripped the holes for the screws and the screws were falling apart. Value city offered to do an exchange in a month. Now we are in the month of December and we are being told March 2022 for our buffet and stools. I have tried speaking with the manager from the store we bought our furniture and she cannot provide any answers on the delay. I then spoke with corporate, who was both unprofessional and discourteous, in their response. The corporate offices cannot provide any answers on the delay. We are making payments on furniture that keeps getting delayed. I feel I am being scammed and would like BBB to help get answers.

  Business response

  11/30/2021

  Dear Mr. ******
  
  In our research, we were unable to find an invoice under the name or phone number you provided. Please respond with more information so that we may address your concerns adequately.
  
  I have called and left a message.
  
  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 Care Team at ###-###-####.
  
  Sincerely,
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a 64 inch traditional fireplace on 11/16/2021. But the salesperson order a contemporary fireplace. Luckily I caught it. But know I have no receipt to match product. My delivery was scheduled for 11/26/2021., after arriving almost 35-45 minutes after scheduled time, the deliver wrong product. I received 64 inch tv stand version of my fireplace. The delivery guys were using profanity in my home at each other. I paid 169.00 for delivery and setup… they couldn’t put it together because it was wrong piece. It’s been almost 4 days now and after calling and letting Value city know what happen, I haven’t received a call back, I still have wrong item sitting in my living

  Business response

  12/01/2021

  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 they are supposed to deliver the correct item and pickup the incorrect item today 12/1/2021. Please reach out to any of the following to discuss compensation for this situation:
  You can reach out to the store location
  You can call Customer Care at ************ 
  You send contact us directly at the email address below. Please provide your order number **** ***** in the subject line.

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

      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 ###-###-#### or you may contact your local purchasing store location.
  
  Sincerely,
  
  Tahnee Hill
  Resolution Supervisor
  Customer Care

  Customer response

  12/02/2021

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

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new furniture warranty on January 30th, 2021 ($509.99) which is supposed to be effective until 2026. We requested warranty for a particular "expensive" furniture item that is beginning to fall apart from normal use. We described the issue with the claims department and even sent pictures, but they have denied the claim. VCF Invoice# *********. Obviously, the furniture item is of poor quality, otherwise it would not be falling apart within a years time and the $509.99 warranty we purchased isn't worth the paper its written on! Purchased from VCF in West Mifflin, PA.

  Business response

  11/30/2021

  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.
  
  Please let us know what the issues are the you are having, and we will set up a service to see what the next steps are.
  
  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

  11/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture from VCF online on May 6, 2021. I have repeatedly been delivered defective merchandise. I received a living room chair with a hole in it. This was satisfactorily exchanged after a waiting period. I also received a Mayfair bedroom chest with multiple defects in workmanship. I agreed to try having the chest repaired but was unsatisfied with the results. I then called again to request a return of the chest. After some discussion VCF agreed to pick it up and credit my Visa card. When I received the credit it was not for the full amount. I was charged a restocking or rescheduling delivery fee of 99 dollars. I do not think this fee is justified considering the merchandise was defective. I complained to VCF customer service but they refused to refund the fee. My confirmation number at the time of purchase was ************ 

  Business response

  12/01/2021

  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 this complaint.
      Per our information, the rescheduling fee was charged due to the missed delivery on 8/24/2021. Any time a delivery is missed by a customer a $99 rescheduling fee is applied to the order. The rescheduling fee, nor a restocking fee was charged on the returned chest. This rescheduling fee was placed on the order on 8/24/2021. As this was not paid additionally before the next item was delivered it was taken out of the refund that was issued. This rescheduling fee will not be reversed.
      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 ###-###-#### or you may contact your local purchasing store location.
  
  Sincerely,
  
  Tahnee H***
  Resolution Supervisor
  Customer Care
  ###-###-####  

  Customer response

  12/02/2021

  I am rejecting this response because: I was at home on 08/24/21 at the time of the failed delivery. I received an automated call saying the delivery was coming in 20 minutes and I was ready to receive it. The delivery team never knocked on my door or made any further attempt to let me know they had arrived. I was shocked to later be informed I had missed the delivery. Again, I do not think this was my fault. Reasonable attempts to knock or call me again  should have been made by the delivery team as I was waiting for them inside. 

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

  Business response

  12/08/2021

  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 this complaint.
   Per our information, the rescheduling fee was charged due to the missed delivery on 8/24/2021. There is photographic evidence provided from the delivery team that confirms a missed delivery. This rescheduling fee will not be reversed.
      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 ###-###-#### or you may contact your local purchasing store location.
  
  Sincerely,
  
  Tahnee H***
  Resolution Supervisor
  Customer Care
  ###-###-####  
  

  Customer response

  12/11/2021

  I am rejecting this response because: At no time from August 24 until receiving a reduced refund in November was I informed a delivery rescheduling fee would be charged. If I had not rejected the dresser, I don’t believe this fee would have ever been charged. I would like to receive the written policy for delivery rescheduling fees. I would also like to receive the photographic evidence taken at the time of the attempted delivery. I also want an explanation for why the delivery team made no attempt to knock on my door or call again, as I was waiting inside. Was I supposed to stand outside and wait for them after receiving the first automated call in order not to miss their arrival? 

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

  Business response

  12/22/2021

  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 this complaint.
      We are not able to provide these photos to our customers as they are internal only. When orders are placed online a copy of the delivery checklist is supposed to be sent to the customer during checkout. As it is likely this checklist was not sent or viewed, we have refunded the $99.99 rescheduling fee. This will take between 3-10 business days to go back to the original form of payment. We have included a copy of the checklist for any future reference.
      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 ###-###-#### or you may contact your local purchasing store location.
  
  Sincerely,
  
  Tahnee H***
  Resolution Supervisor
  Customer Care
  ###-###-####  

• Initial Complaint

  11/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a sofa in June which after multiple delays I was able to pick up in early October. Upon getting my items home I noticed it was torn and immediately notified the store. At the time it was agreed upon they would replace the sofa. I initially had to rent a truck to pick up my items, which I didn't mind doing on my hopefully first and only transaction, to save more than $100 delivery fees. I never intended to have to pay to take back and pick up another piece. The onus should not fall on me to deliver a piece that is damaged, but instead the store should hold the liability to fix this. They are unwilling to deliver my item and insist I pick it up, which is not my responsibility a second time. I've already spent $800+ for each individual piece, and I have 3, the store needs to pick up the damaged item and deliver my new item, as a courtesy for the inconvenience of it all. I've waited nearly 6 months for my furniture and even having this item we couldn't use it because it's damaged and I didn't want to chance adding to it. I want my furniture delivered to me. This is a huge piece and I can't afford all the fees for a problem I didn't create.

  Business response

  12/01/2021

  Dear Mr. *******
  
  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.
  
  Per our policy:
  Merchandise Pick-Up Service
  Pick-ups can be made at most of our store locations or distribution centers.
  To ensure smooth pick-up of your furniture, please review the following pick-up policies:
  At the time of purchase, you will be notified what day your purchase will be ready for pickup. If an item is unavailable for the scheduled day, you will be notified by the service store in advance
  Online orders must be paid in full at the time of purchase
  On the scheduled day, please proceed to the pickup/loading area with your receipt
  Please be sure that the size of your vehicle will accommodate the size of the furniture to be picked up. It is your responsibility to properly secure and tie down merchandise to your vehicle
  Associates may assist in loading customer merchandise, but we reserve the right to refuse assistance where it may result in injuries or property damage
  We will not be responsible for any damage or loss caused to customer merchandise and/or any vehicles during the loading or transportation of the customer's merchandise
  Be sure to inspect your purchase for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify store personnel within 7 days of taking possession of the merchandise and arrange to bring your merchandise to the store for service or exchange
  Service Stores do not have the ability to hold merchandise past the scheduled date of pickup. If you are unable to pick up your merchandise on your scheduled day, notify the service store immediately
  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
  Resolution Supervisor
  American Signature Inc.
  ###-###-####
  
  
  
  

  Customer response

  12/01/2021

  When I arrived to pick up my original item, it was packed in a huge box, and it was placed in the truck by the store operators. They never offered to open the items to review for damages, and they were just placed in the truck. This is much more of a hassle than I would like to proceed with, and I should not be held liable for your stores manufacturers faulty items. The store was notified of my issue the very next day, both by email and by phone call. I am very disappointed in my experience with Value City. I would like to return the damaged item for a full refund.

  Business response

  12/02/2021

  Dear Mr. *******
  
  Thank you for sharing your concerns, we will address to ensure you have a wonderful experience.
  Again, as per our policy you will need to take this item back to the store for a refund.
  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
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

• Initial Complaint

  11/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a dinning set 4 chairs and a Table total + Painting and Recliner. from the beginning the delivery's where a nightmare pushed back numerous time and even damaged table that was replaced communication was a nightmare i had to go to the store to get any information. I have received partial of my order i am still awaiting 2 matching chairs for the dinning set i have been told numerous times that they keep getting pushed back. and now at this point after waiting 6+ months and being told it wont be in till march if i am lucky yet again. i requested for them to pick up everything and ill go else where to reselect there saying sure 15% restocking fee... yet i am still missing part of my order not a simple sorry not any compensation for the hassle numerous days of waiting for delivery's and false promises just met with rude customer service and you will get it when it comes in.

  Business response

  11/26/2021

  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 see that the delivery is set for 12/3/21.
  
  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.
  
  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

  11/30/2021

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

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sofa bought "as is" off sales floor on 11/16/2021 for $529.oo at value city furniture 2321 sir Barton way lexington ky 40509. On 11/19/2021 a friend let us borrow his truck to pick up couch from value city furniture, it was loaded into truck from dock at the store. Sofa was placed in our living room that night. We did use the sofa briefly and went to bed soon after. On Saturday, 11/20/2021 I came home from work and laid down on the sofa. About 30 mins in I started getting bites on my arms. When I pulled the cushions off I found dirt, food, a cordless phone and a package of water pressure teeth floss attachments. Called the store manager and an upholstery cleaner, when I was directed to look closer I found two dead bed bugs and two live bed bugs on/in the couch. The store manager picked up the couch about 30mins after I found the bugs. He cam in a regular truck with another manager. I stated they would need to pay for pest inspection he said "we'll see I have to talk to my boss". They did pay for inspection and as of now we are hearing they can't "be sure" the bugs came from them. We have to clear all of our children out of the house, we have to wash and dry all of our fabric (per pest control advice) if we do end up with an infestation it will be 1500.00 to treat our home! Value city has failed horribly here. Not only did they not check product that came out of a home? They set it on the sales floor, used and contaminated and resold it for almost full price. And they are not taking full accountability for those actions.

  Business response

  11/26/2021

  Thank you so much for reaching out to us with your feedback. We apologize for the experience that you have had with your items, and we want to provide our best effort to resolve the issue. 
  
  After researching, we were able to locate your order. The invoice reflects the full refund given for the sofa that was removed from your home on 11/20/2021. The next step would be a full and final release form that will be sent to you via DocuSign for your review on the expenses incurred. Once the form is received back, I will contact you in regards to the final step to complete the process. 
  
  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 
  Customer Care 
  ###-###-#### 
  

  Customer response

  12/01/2021

  Please see attachment, American Signature offer was not acceptable for the nightmare situation they've caused our family. 

  Business response

  12/08/2021

  Thank you so much for reaching out to us with your feedback. We apologize for the experience that you have had with your items, and we want to make our best effort to resolve the issue.
  
  I will continue to correspond with you via email, which was your preference for communication.
  
  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
  Customer Care
  ###-###-####

  Customer response

  12/12/2021

  I am rejecting.
  
  Company is refusing to compensate our time while we deal with this ongoing issue. I will not accept any resolution that only pays for things we HAD to buy due to the company's negligence.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of the Purchase: 05/25/2021 I purchased a couch and 1/2 trevour blue chair, the money I spent total for 1,309.00 for both items. VCF told me that they would delivered the 1/2 chair to me 06/12/2021 never happened so from this date to now I have not received my chair this time I was told that the pick-up date would be January 2022. I paid 2 guys to pick-up and delivered to my House 75.00 total. I was told that I would be responsible for pickup and delivered again, My as a Customer would like to resolve this matter of which I have not received my furniture as of yet. I would like VCF to either I can come to the store and pick out another couch and 1/2 chair but I cannot afford to pay another 2 guys to pickup the couch I have now and pay again to have 2 guys pickup from VCF and delivered again. I just want my Furniture my house is torn apart because I have no 1/2 chair there is a empty space in my living room I had to live with since June 12, 2021 and VCF has not tried to resolve this matter with me as of yet PLEASE ME RESOLVE this matter. Thank You. I am very disappointed with VCF, I have dealt with this company before, I just want this to be resolved and my house back in order. VCF has told me furniture would be ready for pickup June, July, August, Sept, Oct, Nov and NOW January pick up. Please help me once again. I talk to the Customer Service and all they have been telling me is my furniture is coming just be patience, I think i have been patience enough. The Account Number for this Item: INVOICE NO: ************* ******** Value City Furniture **** ******** ** * *** , Warrensville, Ohio ***** , Phone Number ************  item: 103001-1461-45-TB Chair 1/2-Trevor Blue Total 539.99 Paid in Full.

  Business response

  11/23/2021

  Dear Ms. *******,
  
  Thank you so much for sharing your feedback and concerns we would be more than happy to address your concerns accordingly. We apologize for your experience and the delays that have taken place with your furniture. We have come to the agreement to allow you to return the sofa if the ½ chair does not come on 12/29/21. We do understand your frustration with the delays however your sofa has been in your possession since May. If the remaining item is not delivered on this last expected date, we can proceed with cancellation of the chair and you would be responsible to bring back the sofa due to our pickup policy.
  
  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,
  
  Sahara C*****
  ********** **********
  Customer Care
  ************
  ***********************************

*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. ↩