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:09/27/2022

  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 9/5/22, I placed an order for a sectional with this company. After the delivery date was pushed back 3+ times, I tried to cancel my order and the company will not reply/will not let me cancel my order. I am learning a ****** worth almost $2k DO NOT 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 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. We hate that you have to cancel your order and wait for a refund. Our records show that one of our managers assisted with the refund.

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

• Initial Complaint

  Date:09/27/2022

  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.

  Valyou has held our refund hostage for months. We ordered the feathers couch on 2/26/2022 with an estimated delivery date in mid April. After numerous delays and lack of communication from the company, they finally notified us on 6/21/22 that the order would be delayed a minimum of another 2 months and gave us the option to cancel our order. On 7/5/21 we spoke with and confirmed our cancellation with Valyou. They reported the refund would be processed within **** business days. On 7/22/22 we messaged Valyou via text about our refund status. They responded that as it was still within 14 business days we would have to wait until 7/25/22. On 7/28/22 we messaged again as we still had no refund. They tried to run the refund on that day and told us that they were unable to. On 8/4/22 after numerous back they offered to send us a refund check directly by mail which would arrive within 30 days. It is now 9/26/2022 and we still have not received our refund. This company is complete scam and are hoarding everyone's money.

  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. We hate that you have to cancel your order and wait for a refund. Please know that our team is working on getting things expedited. 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:09/27/2022

  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 sofa on May 13th 2022 with a delivery date of end of June. I have called every month since June to receive an update on my delivery for the date to change to the follow month. I called today to receive an update since the order was due to be delivered by the end of September and informed that the new delivery date would be middle of November. I asked to cancel my order and was asked to wait it out or choose a different product in stock. None of the in stock sofas were of my liking and I wanted to proceed with a cancellation and refund. I asked for a refund in the form of my original payment, which I was denied. They offered me an additional $50 credit and 10% credit back in form of the store credit (in addition to my purchase price). According to their refund/return policy on their website - you have 14 days to return a product for a store credit. I am not returning a product, because I didn't receive the product. They have refused to refund in the form of the original payment and I have filed a dispute with my credit card company.

  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. Upon checking, one of our managers reached out unfortunately, chargeback claim has been filed. We will respond to the dispute accordingly.
  
  Let me know if there's anything else we can help you with.

• Initial Complaint

  Date:09/27/2022

  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.

  Purchased a couch in May 2022 and it is now almost august. Received no communications about delays unless I reached out. Everytime I did reachnout they would inform me that the delivery date would be pushed out further and further until finally I had enough and asked for a refund to my original payment. They kept claiming that they couldnt or their system wouldnt allow them to? Which screams scam. There are checks, direct deposit, and many other avenues for a refund. I had to to hound the representative for their supervisor who informed me they could send a check but it would take 42 days. I send checks out pretty regularly for my own business so this immediately sounded absurd. Claiming it has to go through multiple departments before refunding. Again sounds extremely fishy. *** already opened a dispute with my bank because im pretty sure thats the only way I will get my money back. This business is fraudulent and needs to be shut down asap. Purposely listing items with misleading delivery times and having fake reviews all over there sites. Absolutely disgusting business.

  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. Upon checking, one of our managers reached out unfortunately, chargeback claim has been filed. We will respond to the dispute accordingly.

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

  
  

• Initial Complaint

  Date:09/26/2022

  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.

  I purchased a set of framed prints. After 2 months I contacted the company to request a refund. Went back and forth for months. Always a problem giving me the refund via CC, via PayPal, via check. Always an excuse why they cant refund me. Its been about 6 months and still no money. This company is a scam.

  Business Response

  Date: 10/11/2022

  Thank you for reaching out.

  We hate that you have to cancel your order and wait for a refund. Please know that we are working on getting things expedited. 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:09/26/2022

  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 placed an order for the Full size Charm 2.0. when I found out the bed would not be shipped until December, I changed my order to a Queen size since the website said that size was in stock and would ship by 9/11. It is 9/23 and I still have not received my order. Responses from customer service have been vague. Someone finally told me the item would ship the 21st, but it did not. When I said I wanted to cancel the order, I was told that I would be charged a cancellation fee since the order had already been shipped to a ********* warehouse. After a back and forth with a customer service agent, it was finally revealed that the reason why my order was taking so long was because the warehouse could not locate the headboard. Despite this being they're mistake, I would still have to pay a cancellation fee if I cancelled the order. I asked if they could ship it without the headboard and they refused. They offered me a $200 store credit and told me I would have to wait at least another 2 weeks which was still an estimate and could not be confirmed. After responding very quickly via text to all of my messages, the conversation went cold after I told them to cancel my order. I have already ordered another bed that will be here long before the other one so I want a FULL refund. The company should not charge me for cancelling when the company has not met any of their shipping dates and lost part of my order which caused further delay.

  Business Response

  Date: 10/11/2022

  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, full refund was processed for this order.
  
  Let me know if there's anything else we can help you 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. The issue was resolved shortly after I filed the complaint. However, the business was very resistant to issuing my refund. The company first told me that the only thing they could give me was store credit even though my order was delayed due to the fact that they lost the headboard to the bed I ordered. After much back and forth, the finally refunded the full amount back to my original payment method. Even in their reply to my complaint, they are claiming that the manufacturer was the reason for the delay when they admitted the item had not shipped from Vegas to ********** because they could not find my headboard. I am happy that I finally received my refund, but I will never purchase from them again.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2022

  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.

  Ordered a couch online from this company over the summer. Was charged in full. The date of delivery continues to get pushed back. No communication. Now am told this couch is not available is on pre order. **** gets pushed back to November yet when I ordered over the summer was to be in stock. I read reviews and multiple ppl are comparing of the same thing some over a year old. They just charge you for the furniture but it never delivers, the product does not exist the keep pushing back dates and refuses to refund / cancel order. it is a scam. I am also now fighting the charges with my bank.

  Business Response

  Date: 10/11/2022

  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 unfortunately, chargeback claim has been filed. We will respond to the dispute accordingly.

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

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair 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 sectional from this company in June of 2022. I received the incorrect items and since then it has been a logistical nightmare to have it corrected. I have requested multiple times with different employees to have the couch picked up and my money refunded back. I am being told that I can only receive store credit. As I see with the long list of complaints against this company. They do have the ability to refund the payment in full but continue to deny my requests. At this point, it seems this company is expecting to hold customers hostage by not issuing proper refunds. This is by far the worst experience I've had with any company. This could be an easy fix by returning my money apologizing for the inconvenience and moving forward. Instead, I have to resort to joining fellow consumers who have been equally scammed and mistreated by the subpar customer service this company offers. No company should be allowed to treat their customers this way as it goes against the fundamental principles of quality customer service.

  Business Response

  Date: 09/23/2022

  Thank you for reaching out. 

  We're sorry that you received an incorrect/incomplete order. Upon checking, one of our managers has been on top of this case and is now working on having your order returned. Upon successful return, we will proceed with the refund for the full amount paid. We will continue to work with you until you receive your funds back.

  Please know that this is not the experience we want to share with you and we are continuously working on improving our process to provide a better customer experience. Let us know if there's anything else we can do to help.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair 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 two items from Valyou Furniture on July 3rd and paid the company a total of $2,545.18. Order #s are **************** The delivery date when I purchased the items was August 10th. August 10th came and went and I never heard anything from the company about a delay in my order. So I reached out to them on August 10th and they said they had just received in stock for the items I had ordered, and it should be delivered by the end of August. I never anything so I reached out again on Aug 17th when they confirmed they had received stock for my items and I can still expect to receive them by the end of the month. Well, it was Aug 30th and I still didn't have any sort of tracking information or any sort of update. I reached out again on Aug 30th and they said they're waiting on stock for the items I had ordered, despite previously confirming they had already received the stock (twice: on Aug 10th and Aug 17th). This time they told me it would ship by mid-September. I never received any other updates so had to reach out again today (Sep 20th), and now they're telling me it won't be available until November. It's concerning that I have not received a single email from the company about any shipping delays. I've only received this information when I proactively reach out to customer service. And every single time the response they give with a new estimated delivery seems to be meaningless and contradictory to the last time (this has happened 3 times now). At this point, I am concerned they have fraudulently taken my money and do not plan to ever fulfill the order. I never would have purchased these items if the company had been truthful about the severe "delays" they're having.

  Business Response

  Date: 09/23/2022

  Thank you for reaching out. 

  We're sorry that your order is still not delivered. We do our best to fulfill deliveries within the estimated timeline provided however, our hands are tied when it comes to delays from the manufacturer. We offer alternatives in case the item purchased is delayed or not available. Upon checking, one of our managers reached out to further assist. 

  Please know that this is not the experience we want to share with you and we're doing our best to improve our internal process to provide a better customer experience. Let us know if there's anything else we can do to help. 

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair 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.

  It has been over 3 months since Valyou representatives promised they would give us our money back. We still have not received a refund. My fiance and I ordered the Feathers Room Set and a Cover Set on February 12, 2022 (Order #VFM37778) for a total of $3,739.53. ** March 14, 2022 we received an email from ***** that it would be delivered on March 18, 2022. Nothing was delivered.** March 25, 2022 we received an email from Valyou that our order would be delivered in "late April or early May." ** May 13, 2022 we emailed Valyou and asked for an update. ** May 20, 2022, ***** with Valyou responded that "we truly are asking for your additional patience as we cannot give an exact date yet." Every item we ordered was listed as "In-Stock" when we placed our order. This was not an acceptable response as the original estimate was weeks not months, so on June 4, 2022 we asked for a refund. Between June 4, 2022 and September 19, 2022 we made contact with Valyou representatives about a dozen times via emails and phone calls to try and get a refund. We have been told via phone and email by Valyou representatives four separate times that we will receive a full refund in the amount of $3,739.53. We have not received a refund. They have promised to refund to the original payment method in **** business days and promised to send a check in the mail within 30 business days. It has been over 3 months since we asked for a refund and Valyou confirmed they would give us our money back.

  Business Response

  Date: 09/22/2022

  Thank you for reaching out.
  
  We're sorry that you had to cancel the order and wait for your refund, ****. Upon checking, the refund request was submitted and we are working on your check. One of our managers also reached out to further assist. We will continue to work with you until you receive your refund. Let us know if there's anything else we can help with.