Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ordered a new couch in November 2021, I knew that there would be shipment delays because of pandemic related issues however I started following up with the company in March. I kept getting different dates on when our couch would arrive until finally just canceling the order in June. This company and their employees have gave me numerous dates when we could be expecting our refund. I have tried following up with our bank but due to the time frame their investigation is being prolonged. We were told we would be getting a full refund of $2,898.95 and not seen any of it. They then told us they would write a check and send it to our house months ago. We still have not gotten our refund and I doubt they are even working on it.

  Business Response

  Date: 10/17/2022

  Thank you for reaching out.

  We can imagine your excitement in receiving your sofa and we are excited for you too. We truly want to fulfill our commitment to a swift transaction from start to finish however, manufacturer delays would affect our delivery timelines as well. Our records show that one of our managers reached out to assist you with the refund. 

  Let us know if there's anything else we can help with.

• Initial Complaint

  Date:10/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order #VF8978 on September 19, 2022 for a 110 inch Feathers Sectional. I was promised an estimated delivery date of October 17th. The item was payed for up front. After receiving no further updates I went ahead to check on the status of delivery and was confronted with severe delays. Valyou is unable to provide me with an estimated delivery time. As I started to read the reviews I noticed many other people that placed their orders months prior to me have not yet received their product. However, Valyou still continious to mislead it's customers by providing an estimated delivery date they they can not fufill. The lack of transparancy is disgusting. I don't want to wait months for an item I already payed for, especially when I've been lured in with a quick delivery date. I want to know if the order can be fufilled within the next month or I want a full refund. NO STORE CREDIT. I will do whatever it takes to ensure this injustice is restored. Apart from this I want Valyou to adjust its estimated delivery time to reflect their capacity to fufill orders. If you can tell me over chat that the orders will not be coming in any time soon you can tell your customers before they put down a 100% down payment. To stop this madness of delays Valyou should propably just temporarily halt any incoming orders on this product. I know the couch is beautiful and in an ideal world I would still get it delivered but if this is how they treat there customers then I rather buy from a brand that treats their customers with integrity.

  Business Response

  Date: 10/17/2022

  Thank you for reaching out.

  We regret that there were challenges in fulfilling the order, we fulfill orders based on the *** online, however delays from the manufacturer will also affect our delivery timelines. Upon checking, one of our managers reached out and provided you with options on how to proceed with this order.

  Let us know if there's anything else we can help with.

• Initial Complaint

  Date:10/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early April, I ordered the Feathers Sectional for around $1,800.00 (Order VFM48500). The website said the predicted arrival date would be by May 30th. I figured since it was on pre-order, it might take longer, so I tried to be understanding when it still hadn't arrived by July.Every time I contacted Valyou, they told me it was supposed to arrive within the next month (it never did). My boyfriend works with supply chains and explained to me unethical companies do this a lot: Say the parts are on the way to the facility when they aren't. He told me they sometimes will draw out that lie for over a year. I gave Valyou another month, then in August decided I had waited long enough and had been manipulated enough and would call it.I reached out to cancel my order and get a refund. They spent most of the conversation trying to talk me out of it when I continued to repeat I wasn't interested. Eventually they accepted my cancellation and told me they'd give me store credit. I told them no, that I wanted it back on my original mode of payment. Originally they said okay, that they'd have it to me within 14 days. When over 14 days had passed, I reached out to them again. Only then did they say they don't have the ability to put it back on my card and offered me store credit again, to which I said no. They then offered me a check that they'd send within 30 days, which I agreed to. That was almost 2 months ago.I'm not here to bash this company, I just want my money back. Being out almost $2,000 is difficult. And the things this company is willing to do to avoid ethical business practices is ridiculous. I wish I had done more research before attempting to buy from them.

  Business Response

  Date: 10/12/2022

  Thank you for reaching out. 
  
  We can imagine your excitement in receiving your sofa and we are excited for you too. We fulfill orders based on the estimated delivery date posted online, however since this item is preordered, any delays from the manufacturer will affect our delivery timelines as well. Our records show that one of our managers reached out to assist you with the refund.

  Let us know if there's anything else we can help with.

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the feather sectional couch in May of 2022. It was supposed to be delivered at the end of June. June comes along and still no couch. It has been pushed out by a month every month when I reach out. Now it is telling me end of October. When I ask for my money back, they say it is past the cancel date. I just want my money back since they wont deliver a product they promised.

  Business Response

  Date: 10/07/2022

  Thank you for reaching out.

  We regret that there were challenges in fulfilling the order. We do our best to fulfill orders within the estimated dates provided however, should there be delays from the manufacturer on preorder items, our delivery timelines will also be affected. Upon checking, one of our managers reached out to discuss options for this case. We will continue to work with you until this is resolved.

  Let us know if there's anything else we can help with.

  Customer Answer

  Date: 10/11/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from Valyou on September 2, 2022 for a little under $2,700 paid via credit card. At the time of submitting the purchase, the order confirmation page listed the delivery date as September 9th. On September 9, 2022 I reached out to Valyou inquiring about the delivery, which at that point in time they informed me that the delivery date was actually a delivery window of 9/9/22-9/26/22 - first hearing of this. On September 23rd, I followed up to inquire id it was typical for Valyou to wait until the last day of the delivery window to schedule the delivery. On September 25th, they followed up saying Upon checking your order has been booked and we are just waiting for our third party courier to pick it up from the warehouse. Once picked up, tracking information will be sent via email. On September 28th I followed up again , as received the following response the next day It's taking a while for Metropolitan to pick up your order for shipment that's why our team will be transferring it from ******** to ********** warehouse. I proceeded to try to call customer service to get more information, where the call would ring and hang up. I have sent follow *** almost everyday asking for an update and have not received an email response since 9/28. Still no delivery date scheduled, while the payment has been made to this company.

  Business Response

  Date: 10/07/2022

  Thank you for reaching out.

  We can imagine your excitement in receiving your sofa and we are excited for you too. We truly want to fulfill our commitment to a swift transaction from start to finish however, courier/transit delays would affect our delivery timelines as well. Upon checking, one of our managers has been on top of this case and was able to provide an update and offer solutions.

  If there's anything else that we can do to make your experience better, please let us know.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. date of the transaction: 11/22/2021 2. the amount of money you paid the business: $3,226.70 3. What the business committed to provide you: sectional sofa (Feathers Room Set Grey-#** / Facing Left)4. what the nature of the dispute is: they forced me to wait by lying to me "sofa will be delivered soon, please wait" for 10 months, and they informed me that the product was out of stock on Sep 4, 2022. They haven't refunded me since I canceled my order in Sep. 5, 2022. 5. whether or not the business has tried to resolve the problem: They pretend to solve the problem, but only a word. They keep saying "Please wait a bit longer," but they have not done anything. They have tried to offer me store credits instead of money back, but I WANT TO GET MY MONEY BACK. They pretend me to give me a refund check, but still they haven't process it for 1 month, saying "Please wait longer." 6. account/order/tracking number: VFM26**1 I am highly suspicious of their business transaction, policy and financial statement. There must be a reason why I couldn't receive my order for 10 months and I couldn't get my money back for 1 month. They keep saying "please wait" but I am done waiting. I don't trust their words any more. I don't believe that they will refund me by the timeframe they promise. Please help!

  Business Response

  Date: 10/05/2022

  Thank you for reaching out.

  We regret that you had to cancel the order and wait for a refund. Upon checking, the order was successfully canceled and a check has been requested. One of our managers reached out to discuss the resolution provided. We'll continue to work with you until you receive your funds back.

   Let us know if there's anything else we can help with.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18171664
  
  I am rejecting this response because: I already knew that the order that I placed 10 months ago, but not fulfilled, has been canceled on Sep. 5, 2022. And I also knew the fact that the refund check was requested on Sep 5. 2022. At the time the customer agent informed me that the refund will be made within 1 month, but on Oct 5,  I got a response from one of your customer service agents that please wait another 2 weeks. I think 10 month waiting for your business to handle your job is quite enough. I want to get my refund check (NOT STORE SCREDITS) within one week from yesterday. That was my request to your service representative and your manager. It is 10/12/2022. Hope you guys keep the date this time.   
  
  
  Sincerely,
  
  *************

  Business Response

  Date: 10/06/2022

  We know that we have already gone beyond the timeframe and we are working on getting things expedited. This is a new process that we are still learning how to navigate, so we were unaware that this would take much longer. Your check refund is on priority and we'll continue to keep in touch.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18171664
  
  I am rejecting this response because: Another meaningless response. Valyou furniture still doesn't know when they can actually refund me for the item that has never been shipped over the last 10 months. If you want to solve this problem, send me the refund check by Oct 12. 2022, without any excuse. If you fail, I will report to government organizations about Valyou furniture's bad business practices every single day.
  
  Sincerely,
  
  *************

  Business Response

  Date: 10/07/2022

  We will be with you until this case is resolved. Our records show that the manager handling the order reached out to provide updates and other options for refund. Feel free to reach out if you have questions.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18171664
  
  I am rejecting this response because: I disputed a charge to my bank, and still waiting for my money back. It is being processed but I am not sure when It will be done. 
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January ************************************************************************************************* March 2022. March 2022 came around and no sectional arrived, after reaching out to the business for status updates, our estimated delivery date went from March 2022, to April 2022, to May 2022, and finally arrived in June 2022. Upon arrival of the Feathers Sectional, the sofa came unpackaged and completely damaged. There were dark (black) stains on the sofa cushions and damage to the frame of the sectional. The damage was so severe that we could not and did not sign for the delivery. Valyou then forced us to wait for the sectional to be delivered back to the warehouse before offering another sectional or a refund. At the time, we were not willing to wait 6+ months for another sectional to arrive so we requested a refund, this request occurred in July 2022. After many delays, the refund never arrived. After contacting the business multiple times, we were then told we would not be able to receive a refund. Finally, in August 2022 the company promised that they would issue a refund via check in the mail to the billing address used when purchasing the Feathers Sectional within 30 days. It is now October 2022 (nearly 60 days after Valyou promised the refund would be issued) and still no refund has arrived. We have been checking in frequently with Valyou and continue to receive misinformation about when our refund will arrive.

  Business Response

  Date: 10/03/2022

  Thank you for reaching out. 

  We hate that you had to cancel the order and wait for a refund. We did not expect that the check issuance would take longer that the initial estimated date provided as this is a new process to us. Upon checking, one of our managers reached out and is working on getting this expedited. We apologize for the inconvenience caused. We'll continue to work with you until you receive your funds back. 

  Let us know if there's anything else we can help you with. 

• Initial Complaint

  Date:10/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Similar complaint to numerous other "customers" (I use that term loosely because that implies goods or services were provided). Valyou furniture charges you up front with no intention of fulfilling your order. I ordered one piece of furniture that was "in stock" and there was no real ETA given over the course of a month, despite multiple requests from the customer support team. When the item was supposedly ready to ship from their warehouse, the status never updated. I was strung along by their support team with promises they would update me and the furniture would be in transit soon. However, they also continually stated they didn't control anything about the transport process, so their updates are basically useless.The second piece of furniture I ordered was a "pre-order" and had an estimated delivery date of 3 weeks later. Again, after numerous interactions with their customer support team, ********************** consistently said they did not know when the furniture would be inventoried, let alone delivered. Finally, Valyou advised I would need to wait another two months - at which point I am sure they would continue to delay (as they have done to numerous other customers). All of my interactions with customer support involved direct questions that were avoided. Instead, the support team would delay responses and used canned excuses related to their service partners, *****, and other irrelevant excuses. They consistently ask for "patience" and offer store credits as a way to try to convince people to keep their orders for months on end, while collecting all of the money up front and providing no goods or services.I have already requested a full and complete refund to my credit card and will settle for nothing less.

  Business Response

  Date: 10/03/2022

  Thank you for reaching out. 

  We regret that you had to cancel your order and file for a chargeback claim. We do our best to fulfill orders within the estimated date provided, however, any delays from the manufacturer and courier may affect our delivery timelines as well. Upon checking, one of our managers already reached out and have advised that both orders were successfully canceled and we will respond to the dispute from your bank as soon as we receive it. 

  Let us know if there's anything else we can do to make your experience better. 

• Initial Complaint

  Date:09/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/2/22 we ordered a feather sectional for $2962.40, then told they had a slight delay, but we ordered another feather sectional for $5,279.54. Total $8241.94 Order ************************* back and forth finally on Jun 18th, we were told the leather covers would never be back in stock and they still didn't have the sofas. On June 20th, ***** told us we would have a full refund in **** business days.On July 27th they said they can't refund to our ********** account. They also said they can NOT do a check to us. They said our only option was to file a dispute. We tried and because so much time had past, ********** wouldn't issue a refund to us. I spoke on the phone on Aug, 7th and was promised a check. On Sep. 13th I was told the check had been processed and was "part" of delivery this week or next.Sep. 26th, 2022 - I was told, they said it is still in the queue for now. We just want our refund it's been 9 months.

  Business Response

  Date: 09/28/2022

  Thank you for reaching out.
  
  We're hate to keep you waiting, *****. This is quite a new process and did not expect that this would take much longer. We are working on getting things expedited and we will continue to work with you until you receive your refund. Should you reconsider having a store credit or an item delivered, please let us know. 

• Initial Complaint

  Date:09/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sectional sofa with covers from Valyou on the 13 of Jan 2022 and paid $ ******** with expectation that items will be delivered end of March. End of March and no delivery, I reached out to the vendor and they advised they have logistics issue and promised that my items will be delivered mid June. Mid June and no delivery yet, I reached out again on 29th June and asked to cancel my order to which they agreed before tempting to convince me to get store credit, $150 credit if I accept the store credit. I declined all their offer and asked for refund to my card which I used to pay for the order. One month passed and no refund to my bank account. I reached out and they said for some reason they have issues refunding to my bank account which seems to be weird to me since all other refunds from other companies had no issues. It took them 2 weeks to reply and say that now they will send me a check and it will take 30 days for the check to be delivered. After 30 days, no check received. I reached out and they said reach back after one week because it takes them a week to reach out to their finance team and ask about the check. I think I was very patient with this company while all of this caused me a lot of stress and emotional trauma. I think they are scamming costumers. I lost trust in them. I have all email / messages communication with them as evidence. I need my money back and I hope you can help me with that but also want to make other people aware about this company so they dont experience the trauma that Im going through.

  Business Response

  Date: 10/12/2022

  Thank you for reaching out.

  We regret that there were challenges in fulfilling the order, we fulfill orders based on the *** online, however delays from the manufacturer will also affect our delivery timelines. Our records show that the refund for your order was processed. 

  Let us know if there's anything else we can help with.

  Customer Answer

  Date: 10/12/2022

   
  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. I have received the refund check into my mailbox on 5th of October 2022. Thanks a lot for the help and support, greatly appreciated.

  Sincerely,
  
  ************************* ***********************