ComplaintsforValue World

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday may 26th 2023 I did some shopping at the value world in Lakewood, Ohio. I attempted to purchase 2 pairs of jeans they did not have a price tag on them. Upon asking for a price these Jeans I was informed that they were priced at exactly what they would’ve been priced had I purchased them brand new from the manufacturer. This is a business that claims to be helping the betterment of the community. However, they’re charging retail for items that they are being donated. Something has to be resolved about this. This is completely out of good business practice and customers should not be taken advantage of to this magnitude. There was a pair of shoes that were priced at 40$ and the soles were falling off. Something has to be rectified about this.

  Business response

  05/30/2023

  In response to the complaint, our company pricing strategy is to price each individual item based on quality and condition of item. At no such time, do we tell our team members to price items based on retail prices. Therefore, it would be extremely helpful to received a time of day and a description of the team member that the customer spoke to about this. Also, customers are always welcome to email us any questions or concerns and we ask for the to include pictures of the items and prices so that we can immediately rectify the situation. 

  Secondly, to clarify, Value World purchases their inventory from a number of partnerships includes non-profits, recycling companies, etc and it is not donated directly to Value World. By purchasing our inventory, we provide much needed funding to numerous organizations both locally and nationally.

  Thank you for understanding, 

   

  Tia W*******

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an avid customer of Value World. In todays economy, it just makes sense to by clothing that is budget friendly. Having children is not easy, nor being a single parent. And shopping for clothes for children who grow constantly is not an easy task. My complaint is with how the gently used clothes are being destroyed by Value World careless method of placing a price tag on the clothing. They are literally putting holes in the clothes with stapling the makeshift price tags on the clothes. I can imagine that one would suggest using a staple remover to avoid snagging the fabric but the damage is already done by the punching a whole into the fabric itself. You don't see this happening at retail stores. So why do this with clothing in general? You do this because you care nothing for poor people and you are self righteously doing us a favor by even taking the time to recycle the clothes. If you can't take the time to take care of clothing that other people are purchasing. Maybe you should let someone else take over the company since its an inconvenience to purchase a 10 dollar tagging gun to uphold the integrity of the clothing.

  Business response

  03/21/2023

  I completely understand your concern regarding the staples used to adhere the price tags to our clothing. However, your reasoning behind us using staples is not accurate and has no bias in truth. We have an extensive training program that teaches our team members to try and always adhere the staples to any tags rather then puncturing the clothing. Unfortunately, today there are many garments which are tagless, and so our only option is to staple through the garment.  We have priced a number of different tagging options and they are all more expensive which means we would have to pass that price increase onto our customers which we do not want to do. We will continue to prioritize our customers and make decisions as a company that will benefit our customers. Thank you for understanding. 

• Initial Complaint

  12/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I did not receive my birthday coupon by December 1st so I sent a message. the 1st inquiring about it. I received no reply only a automatically generated response saying they don't always look at FB and to email...which I did. The 2nd I sent another message inquiring about coupon and stating that I had emailed. The reply stated the coupon would be emailed to me a week prior to my bday. I explained my bday had already passed. I messaged on Dec. 4th that I had not received any further message. Dec. 6th another message stating I has emailed, called and messaged NOTHING. Dec. 7th I messaged again...reply...they stated they have my bday in January...and asked for email verification. I replied my bday is Dec 1 and has been for 54 years. I have used the bday coupon with them for numerous years and my bday has not changed. Dec. 10th messaged again...nothing. De. 13th another message no reply. They finally said they would update my info and email me coupon. I received coupon on Monday 13th. Thursday Dec. 16th went shopping...coupon did not work!! Says invalid. I messaged still no response as of yet. I have made calls to corporate office in Ohio 4 times. I have made calls to Michigan office in Westland 4 times. The last time I called, the 16th, I spoke to someone who took my info and said they would fix it and get back with me. No response as of yet. I also have a couple of emails into them of which I have received no response at all. This is very unprofessional and disrespectful to any customer, much less a loyal and valued one.

  Business response

  12/20/2021

  We understand the customers frustration but we have been trying to work to correct the issue. We are unable to understand how or why her birthday would have changed on her customer profile. We immediately contacted ****** - our loyalty program provider- notified them of the issue and they are looking into it. We provided this explanation to the customer. Then I personally emailed her the birthday coupon which we are honoring. I have no idea why it was considered "invalid" at the store and have contacted the customer to request additional information. We have not heard back from her yet. 

  We continue to work to address the issue and apologize for any inconvenience this has caused. We are doing everything possible to make this right. 

  Business response

  12/29/2021

  We have contacted the customer and emailed her the following response:

   

  HI ******, 
  
  
  I realize this has been extremely frustrating for you. Part of the problem is that you were messaging somehow through ****** and we don't receive those messages. 
  
  
  This is our email and it is the best way to contact us. 
  
  
  I had emailed you the birthday coupon immediately once I received the message. Come to find out, the birthday coupon was not valid and there is a system wide issue with our birthday coupons that we were not aware of. You brought this to our attention. 
  
  
  I immediately contacted ****** to correct the issue and they are unable to do so until the new year. As you can imagine, every single business is short staffed and with the holiday's, it has made things even harder. 
  
  
  We want to correct this for you.
  
  
  I would like to offer you 50% off your next purchase instead of the 30% off birthday discount. 
  
  
  I will also add 100 loyalty points to your profile so you will automatically receive a $10 reward!
  
  
  Can you tell me which store you would like to shop at so I can inform the team to honor the 50% off?
  
  
  Thank you and again, we apologize.
  
  
  The Value World Team

  Customer response

  12/29/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  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. ↩