ComplaintsforVirginia Furniture Market

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional sofa from Virginia Furniture Market approximately 18 months ago. The sectional contains three recliners, one of which is armless. The armless recliner failed on delivery - the motor was not working properly. Within 2 weeks, Virginia Furniture Market replaced the armless recliner because of motor malfunction, Within 1 month, the armless recliner failed again - this time the bottom of the recliner and the top of the recliner failed to meet properly. Within one month, the recliner was again replaced. 2 months ago, the recliner failed again - the bottom of the recliner and the top of the recliner failing to meet properly. I contacted VFM - they advised the recliner was out of warranty and it would cost $615.00 to replace. I asked that VFM share in the cost of replacement based upon the history of this recliner. They refused stating I could pay $85,00 for a "service call." Communication ceased. Yesterday the motor on the recliner stopped working. I again contacted VFM. I agreed to the "service call" being forced to pay the $85.00 fee. I revisited my request with VFM to contact the manufacturer directly and make a complaint,. I believe VFM sold me defective merchandise and is not willing to own up to their responsibility. I have a $3,000 sectional sofa with a key piece that is defective and VFM fails to take any responsibility for it.

  

  Business response

  07/09/2024

  We appreciate the opportunity to make this situation right for our customer.  Even though the item in question was well outside the manufacturer's warranty period we have communicated with the customer that we will be replacing the piece in question at no charge to the customer.  

• Initial Complaint

  05/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchase a sectional and when delivered the delivery men didn't try to move it into the house but said it wouldn't fit and took it back. I went to the store and purchased a couch and love sofa instead. The woman in finance said she couldn't figure out how to adjust the bill. Since she had never contacted me I canceled the order. At this point it wasnt delivered. Another lady from the store called me and offered many discounts which I agreed to. So the furniture was delivered. I have been requesting a copy of the bill from Virginia Furniture because it doesn't match ***** ***** bill. I still have not received that bill/invoice. I feel I have been lied to from Virginia Furniture Market.

  

  Business response

  06/01/2023

  Our Customer Service Manager has now reached out directly to the customer, both by phone and by email, detailing the invoice for the furniture purchased and detailing the breakdown of the ***** ***** financing.  We will be happy to assist if anything further is needed and we apologize for any inconvenience throughout.  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a kitchen table and chair set in May of 2020. Purchased the 5 year protection plan. Had a few nicks and scratches appear from accidents and normal use or cleaning. Filed a claim in July of 2022. This is a very time consuming drawn out process. But then I was denied my claim. I have spent atleast 5k at this store in the last few years and they don’t even honor their warranty they sell.

  

  Business response

  09/07/2022

  We have made contact with the customer. The BBB complaint is concerning the service provide by *******. The ******* protection plan, is a third party service that covers accidents and incidents after the 1-year manufacturer warranty expires. This is a plan the customer purchased with thier furniture 5/2020. With approval from the customer, we are working on their behalf with ******* to provide a resolution to their claim. As of right now, ******* is in the process of reviewing the denied claim. Additional images were provide by us to ******* of the accidental damage to the customer's table.We will continue to work through this, until the customer is taken care of.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 23, 2020 I bought a couch and 2 recliners from Virginia Furniture Market located in *******. I also paid for a warranty to cover the furniture in case of damage or wear. I was told, and the contract reads that if anything happens to the furniture they would repair or replace the furniture. In December of 2021 the couch starting coming apart at a seam. Also, one of the power recliners stopped working and the USB ports stopped charging. I contacted the store and was told that I needed to call the service department in ***** *****. I contacted them and they told me I needed to make a claim. I made a claim in December through the online form they sent (with pictures) and asked that they please try to make the repairs before Christmas, which was 3 weeks away. After making numerous calls (at least once weekly) they finally sent someone out to look at the furniture in February. I have made numerous (over 20) attempts to contact them since filing the claim but my furniture has still not been repaired. Today I received a text stating that they were going to come by sometime before 1:00. He said he was just dropping off a part. He said I would have to call someone else to fix it. He was just delivering the part! I think I have been patient enough. This has been going on for 9 months and I still don’t have my furniture repaired per the warranty I paid for. The seam damage has gotten worse and we have not been able to use the chair for 9 months.

  

  Business response

  08/08/2022

  We have made contact the customer. The furniture claim, is for furniture that has exceeded the manufacturer's 1-year warranty. The customer is working with the protection plan, that is serviced by a third party.  This service covers out of warranty or accidental issues. The customer submitted a claim directly with the protection service, and a service technician completed the inspection and requested parts. We did assist with ordering all the parts needed for the customer and dropped the parts off as a courtesy. Once the customer receives the parts needed, they are to contact the protection company to get the parts installed. We have just been made aware of the current situation, and have also been in contact with the customer. Moving forward, we will work directly with the customer assisting in the remedy of the situation.

  Customer response

  08/10/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  5/15/21 - Purchased motorized reclining chair & sofa with additional purchase of 5 year warranty. Total cost for both $2900.83. 3/29/22 - I reported to company chair headrest malfunction with headrest in full forward position making the chair unusable. Service appt made for 4/28/22. 4/21/22 - VFM service repairman arrived and advised headrest motor needs replacement and he would order new motor. 5/5/22 - I called Svc Dept - was advised replacement motor was on order and Svc Mgr would return my call (none received). 5/12/22 - I called Svc Dept - was advised item was manufactured in China and unknown if or when it would be available. I requested a replacement chair - was denied. I was advised Svc Mgr would return my call within 24 hours - no call received. I am seeking a replacement chair or at the very least that an operating motor from another chair of the same make and model be swapped with my inoperable motor until a new motor arrives from China. My chair in its current position is not useable as the headrest positions the head looking towards one's abdomen.

  

  Business response

  05/17/2022

  With response to the customers complain, the claim was filed on 4/21/22, a service techician diagnosted the part needed on 4/25/2022, the head motor was ordered on 4/25/2022. We have 12 emails to the manufacturer looking for updates on the part required. Per the manufacturer on 5/17/2022 the part has shipped. We have contact the customer with two solutions in helping to resolve her chair that is not currently working. We will provide more details on the portal and to the customer as the situation moves to a completed resolution.  ****** ******

  Customer response

  05/27/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 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. ↩