ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a special order sectional sofa on May 31, 2021 for $3,330.48. They let me know about a week before that they had my couch scheduled to be delivered to me on Oct. 12. I sold my furniture and had them pick it up the night before because I did not want to go without furniture. I took the day off work and waited at home for the couch to be delivered. Late afternoon I thought I better call and see what time they are going to be here. I call and they say oh we had to reschedule your delivery because a piece of the sectional didn’t arrive your sales guy should have called to let you know, I’m not sure why he didn’t. I went without furniture in my living room for over 2 weeks. When it finally was delivered on Oct. 28 it came with no legs and a rip in one of the cushion seams. I realized after the delivery guys left that they didn’t connect the sectional pieces they just pushed it all together. I had to call a friend to come and help me. I called and spoke to the sales manager Eric who I spoke to a few times before this day and he said he would order the legs and get them rushed out to me as soon as possible and get someone to come look at the rip. He said he would call me back and never did. He said he would compensate me for all the trouble but couldn’t do it until it was delivered because it’s a special order, and never did. I call almost everyday and either no one answers or if they do they say they will look into it and get a manager to call me back and no one ever calls. I finally got ahold of a service lady Victoria on Nov. 29 she said she spoke to a manager and she is going to personally tell Eric tomorrow he needs to call you and get this all figured out. I also have my service guy going to your area tomorrow and he could at least come fix the cushion. I take the day off work for the service guy to come and he never shows up. I’ve called and no one answers. How can you run a business like this? I’m so fed up at this point I don’t know what else to do.

  Business response

  12/07/2021

  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 do apologize for the issues, and we have refunded the delivery fee to your card on file, the refund can take 3/5 business days.  
  
  ** We have that the delivery is set for 12/15/21, please note delivery dates are subject to change.
  
  We apologize again for your experience and any inconveniences it may have caused.
  
  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!
  
  Joy
  Resolution Supervisor
  American Signature Inc. 

  Customer response

  12/07/2021

  I am rejecting this response because: I missed 2 days off work for no reason because your people couldn’t call and tell me the deliver and service call was rescheduled and you want to refund my delivery fee. I’m not sure what you make per day but I make a heck of a lot more than that. This does nothing for me. The lack of common cutesy and customer service is astonishing. I still have not been contacted back from the store where I purchased the sectional, I still have a hole in my cushion, and I still have no legs. I understand things happen and get delayed but it is your job as a business to keep in contact and let people know. I shouldn’t have to take time out of my day almost everyday to try to get ahold of someone to get this issue fixed only to not ever have anyone call me back. 
  
  Regards,
  
  ********* *******

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased furniture the last week of September and I was told they were in stock and will be delivered in two weeks two weeks later they delay my service again I get every excuse in the book about why they cannot deliver my furniture their manufactures are not making anything they don’t know what they have in stock every two weeks I get a different date a different date a different date then I get then I get a date and they tell me to confirm it and then less than 24 hours before supposed to be delivered they tell me they don’t have my items and excuses our manufacture is behind because of Covid. How do they ask you to confirm it and they send you a text message and then less than 24 hours oh and I tell you move the furniture or get rid of the furniture you have because they’re not gonna move it when they’re delivering and then less than 24 hours before I’m supposed to get my items they tell me all we’re sorry we don’t have it in stock we know the day before if we have it in stock or not so if that’s the case why even send a text out 48 hours before if you don’t even know 24 hours before delivery is made and I think that’s just a lie how do you not know till the day before that something supposed to be in stock and can be delivered it’s just absolutely ridiculous they lie they take your money they tell you whatever corporate does not do one damn thing at all except tell you all we’re sorry we don’t know when your items will be in it could be in January it could be pushed back to February or March absolutely ridiculous. They shouldn’t be selling furniture if they don’t know when your furniture will call them if they’re manufacturer is not making furniture is a behind or whatever and just giving customers just random days just to take their money and send them on their way

  Business response

  12/07/2021

  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 do apologize for the issues, and we have refunded the delivery fee to your card on file, the refund can take 3/5 business days.  
  
  ** We have that the delivery is set for 12/15/21, please note delivery dates are subject to change.
  
  We apologize again for your experience and any inconveniences it may have caused.
  
  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!
  
  ***
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a sectional & matching love seat in December 2020. I paid $2,465.87 debit-no credit or loan. We were originally given a delivery date of January 2021. I was called the very next day and was told it was going to be pushed to February. I received another call a few weeks later saying it was pushed to March 24. There were 3, maybe 4 men (not a single one wearing a mask during the pandemic). They quickly called me from the other room saying "Ma'am your all set." By the time I walked back in, he was out the door. They did not ask me to look at it before they left. Once they left, we found a hole in the front corner of the arm rest, with black markings. (see pic) The chair also had a broken spring in it, where it was drooping and made a popping sound every time we sat on it. (see picture for droop) They sent a nice man to repair the hole, except he sewed the hole with teal thread (see picture). He told us there was nothing else he could do. I contacted the manager at the Canton Value City Furniture delivery department. I made many many calls and sat on hold for over an hour, it is nearly impossible to get ahold of anyone. Finally days later I was able to reach her & she ordered me a new sectional (both pieces just in case the color was off- it was- see pic) she would order me a new chair. (delivery Jan 2022!!!) On arrival day, they brought the entire new sectional. Except, the guys absolutely refused to give us the other side, saying they only switch out the damaged side. They also took the wrong cushion & left us with a mismatched corner cushion for the end (See pic). I called the manager who said the piece was probably still @ the warehouse & she would talk to her manager and call me by EOD. I received no response & have been unable to get ahold of anyone. I spent days and sat on hold for hours trying to reach someone, no response and now have an off color sectional, with misplaced cushions & a broken chair, for $2,465.87. Unacceptable!

  Business response

  12/07/2021

  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.
  
  For your reference, below is a breakdown of the mutual resolution.
  
  ** We will exchange the set for you on 4/5/21.
  ** We will refund 10% off the order, I will refund the card on file and the refund will take 3/5 business days to reflect on the card used.
  
  We are committed to making this right! I hope that you were satisfied with this resolution. Our aspiration is to keep you as one of our most valued customers.
  
  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!
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

  Customer response

  12/12/2021

  I am rejecting the response I received from Value City Furniture. They offered me a 10% discount which is completely unacceptable, given I spent over $2,400 on a sectional and love seat. It has been a complete year with a damaged couch, a chair we haven't been able to sit on for a year, and the countless hours I spent trying to get ahold of someone. I would like an exchange, but the delivery date is 2021. Was it meant to be April 2022? That's a year and 4 months from the time of purchase. I would not like to close my complain until this is resolved.

  Business response

  12/16/2021

  Dear Ms. ******
  
  For your reference, below is a breakdown of the mutual resolution.
  
  ** We will exchange the set for you on 4/5/22.
  ** We have refunded the card on file the 10% plus more.
  
  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!
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

  Customer response

  12/21/2021

  I am rejecting the response from Value City made for complain file #*********
  I received a response stating that they refunded my card 10% plus more. I see a credit on my account for $110.00 from Value City that posted today. I have a strong belief that this was to appease the complaint, thinking it wouldn't post so quickly. I paid a total of $2,464.87. Even if I did agree to only 10% "plus more," that is nowhere near $110.00. What was included in the message sent back was a complete lie on Value city's part. I spent much more. I am expecting a larger refund other than the actual 10%. I also need a 100% guarantee date of when this will be delivered. If it is not delivered by that date I would expect something further. Thank you.

  Business response

  12/23/2021

  Dear Ms. ******
  
  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.
  
  For your reference, below is a breakdown of the mutual resolution.
  
  ** We will exchange the set for you on 2/5/22, I was able to move the delivery date up.
  
  ** We will refund 10% off the order, I do apologize miscalculation. I will refund the card on file and the refund will take 3/5 business days to reflect on the card used.
  
  Your order was discounted so this changes the refund amount, you paid $1947.87 after all the discounts.
  
  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!
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July 20 21 I ordered a plush sectional from American signature as well as a dining table my plush sectional arrived as it should have but then when I went to check the status of my dining table which was supposed to arrive in November online it showed it was pushed back to January 2022. I never received any kind of email or phone call to let me know that it was pushed back further, this was very rude and very disrespectful of this company after I’ve already paid for all of this furniture. A month ago I put in a warranty request which I paid for warranty because my couch cushions got stained and I wanted them replaced I have yet to hear back from the company ensuring that my warranty was approved and that I would get my replacement cushions it is ridiculous that a company cannot even call back their customers in regards to these complaints. I just want my cushions replaced and my dining table to come in.

  Business response

  12/08/2021

  Dear Ms. *****,
  
  Thank you so much for contacting us and sharing your feedback and concerns. After further review we did confirm with the warranty company that your claim was denied 12/2/21 because it is not covered under the warranty. We do understand your frustration with requesting for your cushions to be replaced however we do not have any control over decisions made by the warranty company. We can offer you a few options as a resolution to move forward. The first option you have is you can file a dispute if you disagree with the claim being denied. You would need to send this dispute with your name, claim number and the reason you are disputing the claim to claimsdispute@unitersna.com . The second option is we can move forward with refunding you for the warranty and the amount would go back to the original form of payment.
  
  If you have any further question or concerns, please don’t to hesitate to contact us at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM EST and 9:00 AM – 6:00 PM on Saturday EST.
  
  Sincerely,
  
  ****** ******
  Resolution Supervisor
  Customer Care
  ###-###-####
  Sahara.cooper@americansignature.com
                       

• 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.
  ###-###-####

*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. ↩