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:09/03/2022

  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 asked to a return a sofa I ordered from them because it had a strange odor. I received it on August 15 and requested a return on August 29, within the 14 day return window. However, they requested that it be returned in its original packaging. I had already discarded the boxes because they were as big as the sofa, and had nowhere to store them. I made reasonable requests to pay for extra boxes or other means, but they refused to accommodate. Instead, they told me to air out the sofa and eventually the odor will leave. It was an unacceptable response. I believe lack of original packaging is not basis for denying a refund.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for reaching out.
  
  We regret that you are not satisfied with the furniture due to the strong smell. Unpleasant odor from new furniture is normal and would eventually dissipate. We want our customers to be happy with their purchases which is why we accept returns on items within 14 days of delivery. For transparency, we posted our return policy online at https://valyoufurniture.com/pages/refund-policy which states that items should be in their original packaging for a successful return. Upon checking, one of our managers reached out to discuss other options and resolutions for this case.
  
  Let us know if there's anything else we can help with.

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair 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 purchased an 88" feather sectional from Valyōu on 6/8/22. I spent close to $300 for the service for the delivery to be placed in the room of my choice. Expected delivery on initial purchase was 6/30/22. I emailed customer service on 6/19/22 to get an update and was told they did not have inventory and could not give me a delivery date. On 7/11/22 I emailed customer service again and they told me that delivery would be expected late July. When they missed that deadline again I texted their support line and they assigned me a customer service manager. The couch finally arrived on 9/1/22. However, the delivery service said they do not deliver inside homes and left my couch on a pallette in my driveway. I contacted my customer service manager and she told me that they dont, in fact, offer in home delivery even though I paid extra money for this service when I bought the couch. I am currently speaking with them to refund me the money I paid for this added service but they are trying to avoid this and offered an extended warranty instead of refunding me my money for services that they did not fulfill. I am only looking to get money back for the service they offered on purchase but did not complete upon delivery.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for reaching out.
  
  We regret that you are not satisfied with how your case was handled. We will definitely use this feedback to improve our process and coordinate with the courier to see what can be done to avoid this from happening. Upon checking, one of our managers reached out and requested a check refund for the difference paid for inside room of choice delivery.
  
  Let us know if there's anything else we can help you with.
  
  
  Consumer Response /* (2000, 7, 2022/09/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/31/2022

  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 ordered a sectional set June 23, 2022 and they kept pushing out the delivery date. I don't believe they are sending anything. I changed my order yesterday and they charged me more, which I paid. When I contacted them today to cancel my order, they say they only offer store credit. They don't even have the inventory to sell.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Thank you for reaching out.
  
  Please know that this is not the experience we want you to have. We understand that you've been waiting for this item and acknowledge our opportunities. As a growing company, we do our best to improve our process to make your shopping experience seamless. Upon checking, one of our managers has been on top of this case and was able to provide an update to you yesterday.
  
  We thank you for patiently waiting and giving us a chance to proceed with your order. If there's anything else that we can do to make your experience better, please let us know.

• Initial Complaint

  Date:08/31/2022

  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 had purchased couches from Valyou furniture in February of this year. They lasted forever to come in. The delivery date kept getting pushed back over and over again. My friend ordered the same couches a month before me so she got hers before I was able to get my couches. When visiting her, I noticed the couches were not at all the same couches (as the only reason I got the couches from Valyou was due to me testing them out at another friend's house who bought them last year). When I called to complain/cancel. They were giving both my friend and I different stories. They told me they never changed the couches and it is the same they've always had and a different representative told my friend they changed the material without alerting any customer that purchased these couches! I went ahead and canceled my order, which I was always encouraged to do so from the many emails they would send me. Only to find out they would never refund me the money I paid for them. They completely have disregarded my emails/texts/calls. They even took off their contact number (assuming it was from the many calls they were getting from angry customers. A manager then got back to me saying the refund was processed but could not be accepted by my bank. I called my bank but the bank had no transaction of money being refunded back to the card. They told my friend this same story then tried to use another money application which they then told her that application also couldn't accept their refund. I've never heard of anything like this. They have yet to refund the money back into my account and are giving me the same run around. Terrible scam of a company!

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Thank you for reaching out.
  
  We hate that you have to cancel your order and wait for a refund. We do our best to set expectations for customers making their purchases online by posting materials used, wide, and close-up photos/videos of the furniture. If in any case that they are not satisfied or didn't work out as expected, we offer an exchange/return within a specific period of time. Upon checking, one of our managers reached out and explained the refund process and that the initial request failed from the system. A resolution has been set to reconnect next week about the chargeback claim filed with your bank.
  
  Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/31/2022

  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.

  Transaction date: May 30, 2022, Order number: , Transaction price: $2,062.74, Item purchased: Feathers Sectional - 110 inch / Beige / Facing left, Original Est. delivery: June 29, 2022, The issue: The product was ordered at the end of May with an estimated delivery date. Since that date the company has not delivered the product and it is now August 30, 2022. We have contacted Valyou many times over the last 3 months and each time have been told a different excuse as to why the product has not been delivered yet. The company took full payment at the time of purchase and has not given us a solution to get our ordered product. Today we were informed that Valyou has pushed our shipping date back another month like they have done previously. At this point we do not know what to do because they have our money, keep pushing the delivery date back by a month each time they reach their previous estimation, and will not give us a refund to look for another product because they say there is a 24 hour refund policy. They are clearly taking advantage of the fact that they have our money and have not conveyed any attempt to get us what we paid for. We have reached out to the customer service but they continue to make up different reasons as to why our shipment is delayed which often contradict each other. They have said our order is "elevated to an order manager and that we will hear from them soon" but we never receive any more information than that. I feel as though this company is fraudulent and taking advantage of previous constraints due to the pandemic to not fulfill their orders. Please help us.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Thank you for reaching out.
  
  We're sorry that you have to cancel the order. We fulfill orders based on the estimated date provided however if there are quality issues on an item, we cancel dispatch and provide alternatives if the same product is not available for replacement. Upon checking, the chargeback claim filed was already accepted and the funds were already deducted from our end. Your bank should be able to process the refund through their dispute process.
  Let us know if there's anything else we can do to make your experience better.

• Initial Complaint

  Date:08/29/2022

  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 ordered a sectional for my apartment on July 14th. I was told delivery would be near August 10th, when it was delivered to the warehouse. On August 8th, I emailed to confrim delivery and Valyou confirmed on August 9th that delivery was on time. On August 21st, I emailed to check again and did not receive a response. On August 23rd, I emailed again and was told it would be an additional 1-2 months. They're offering to issue a store credit, which is unacceptable. I have been living in an apartment that I'm not able to utilize due to the mishandling of the situation. 25% of my rental period will now be sacrificed due to the delay. I need a refund to my original form of payment.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/30) */
  We hate to see you go, ********. We'd love to share how great this sectional is but we understand that the wait time is already beyond your timeline, hence you opted to cancel. Upon checking, one of our managers helped you out with the cancellation and processed a full refund.
  
  Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/28/2022

  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 my nightstand from Valyou Furniture on April 7 (set of two). One of the drawers arrived damaged with the drawer not attached (similar to the current drawer situation). A month ago, the bottom drawer of the same nightstand fell off. I contacted them immediately and asked for a replacement and filed a claim. Their warranty specifically states replacement parts or replacements issued. When I called today, they said the claim had been closed and I had been issued a $100 to purchase something else from a future purchase. How does that help my current situation? What do I do with a drawer that has no drawer face? Why would I buy something else when I have an unresolved issue? Please help me as I only want a new drawer for a nightstand that I should be able to use in less than 4 months.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Thank you for reaching out.
  
  We regret to know that your furniture got damaged. Our records show that the Warranty Claims department provided instructions on an easy fix for the part that fell off. Also, one of our managers reached out to further assist you with the claim.
  
  Let us know if there's anything else we can do to make your experience better.

• Initial Complaint

  Date:08/28/2022

  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 dresser that said it would be delivered on August 25th, which is when I moved into my new home. When I got the order confirmation the date changed to the 24th. I immediately contacted them letting them know they can't deliver it before then. Ive heard nothing back regarding delivery dates after canceling and they've refused to refund my order and refund my money even though I contacted them within 24 hours.
  
  I've gone back and forth between customer service reps to cancel my order to no avail. Their customer service is horrible and I don't feel comfortable with them delivering anything to me and just want my money back.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/30) */
  We regret that we did not meet your expectations. We take note of the preferred delivery dates but can't guarantee them since we would also have to check on the route and delivery schedule of the courier. Upon checking, one of our managers reached out to assist in the cancellation and refund.
  
  Let us know if there's anything else we can do to make your experience better.

• Initial Complaint

  Date:08/28/2022

  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 an item on May 13, 2022. Have received mixed shipping updates from staff. No information was provided to customers stating that the material changed from the original purchase date. After I waited a month, the sales rep said they could only give me store credit because it was past the 24hr refund window. I need a full refund to my account ASAP. Customer representatives copy and paste the same message to each customer, and we are all out thousands of dollars for trusting this company. Truly the worst experience
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Thank you for reaching out.
  
  Please know that this is not the experience we want to share with you. We wanted a smooth transaction with our customers and keep them satisfied with the quality of furniture that we offer. We hate that you had to cancel your order. Upon checking, 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:08/25/2022

  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.

  Item was promoted as in stock amd would ship. Item was not delivered on original delivery date. I was not notified until 2 weeks after the original delivery date that I would not receive me order on time. I then received an order ship date that was missed again and pushed back another 2 months.
  

  Business Response

  Date: 08/26/2022

  Thank you for reaching out.
  
  We hate to keep you waiting, ******. We fulfill orders based on the estimated date provided online however, any delays from the manufacturer would affect our delivery timelines as well. We offer alternatives in case an item is not available but we understand that you are not interested in other items. Our records show that one of our managers reached out regarding this case. We will work with you until this is resolved.
  
  Should there be anything else we can help with, please let us know.

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company has yet to fulfill the obligation to deliver the product nor provide an actual delivery date.

  Business Response

  Date: 08/31/2022

  We understand that you need at least a delivery date for your order. However, since this item is in preorder and has not arrived yet at the warehouse, we are unable to provide a delivery date for now. Delivery timeframes are usually **** business days from the date that the item was picked up by the courier. If you are not interested in other items, we can either wait for this order to be available or process a full refund if the wait time is out of your timeline. Let us know how you'd like to proceed.

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Thank you for reaching out.
  
  We hate to keep you waiting, ******. We fulfill orders based on the estimated date provided online however, any delays from the manufacturer would affect our delivery timelines as well. We offer alternatives in case an item is not available but we understand that you are not interested in other items. Our records show that one of our managers reached out regarding this case. We will work with you until this is resolved.
  
  Should there be anything else we can help with, please let us know.
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company has yet to fulfill the obligation to deliver the product nor provide an actual delivery date.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  We understand that you need at least a delivery date for your order. However, since this item is in preorder and has not arrived yet at the warehouse, we are unable to provide a delivery date for now. Delivery timeframes are usually 5-12 business days from the date that the item was picked up by the courier. If you are not interested in other items, we can either wait for this order to be available or process a full refund if the wait time is out of your timeline. Let us know how you'd like to proceed.

  Business Response

  Date: 11/04/2022

  Hi, ******-

  We received the chargeback claim and Finance has responded to the claim accordingly. Please note that chargeback review *** take up to 75 days. Please continue to follow up with the bank to check chargeback status. 

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