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: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.

• Initial Complaint

  Date:08/24/2022

  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.

  hello, i placed an order with valyou furniture on may 14th 2022 i just received the couch monday 8/22/22 but the couch i received is white! when i ordered a beige couch and the material is completely different as well. i tried reaching out to the company and they keep insulting my intelligence by saying the color/texture of the cover i received may look slightly different compared to the pictures on the website do to lighting. there are multiple reviews and tiktok videos with the same exact complaint which i was not aware of sooner. they are sending customers a completely different texture and color couch then what customers believe they are ordering! they have a phone number to reach out that does not even work. someone texted me regarding the matter saying they will only give store credit when all i want is to return this couch and get my money back because this is not the couch in the website that i had ordered originally.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Thank you for reaching out.
  
  We regret that you are not satisfied with the item you received. We do our best to describe each item online by adding the materials used and photos/videos from different angles to set proper expectations for our customers. Upon checking, one of our managers already reached out to discuss about the returns. We will continue to work with you until this case is resolved.
  
  Let us know if there's anything else we can help with.

• Initial Complaint

  Date:08/24/2022

  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 couch because I moved out of my mothers house in *********** which is the address associated with the debit card I used to purchase the couch for $1805.14 on November 26, 2021 with an estimated delivery date of Feb 7, 2022 (order #********). The furniture was not delivered, nor did I receive updates. I requested for an order cancellation on February 17, 2022. From February through July I was unable to get in contact with anyone to help cancel my order. On July 29, 2022 I filed a claim with my bank to receive my $1805.14 back but on August 23, 2022, my claim was reversed. I tried contacting the company yet again only to be told they do not have the order number again (********).
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Thank you for reaching out.
  
  We regret that you had to cancel your order and wait for a refund, ****. Upon checking, the order was successfully canceled and a check has been requested for the refund. One of our managers also 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.

• Initial Complaint

  Date:08/23/2022

  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.

  As soon as the couches were delivered I reached out to them that day. The couches were not what we ordered. I bought these couches specifically because it was removable to wash since we have kids. The material as well as the color are completely different. We could not sit on them for even 5 minutes without our skin hurting and being affected. Then when I started the return process (the day they were delivered), the initial guy who was "trying" to help us, was upset and saying that we received "exactly what we ordered", but they were not based off of what was onsite. Then the entire return process had been passed along from person to person over and over again countless times! It should not take 3 weeks to have the couches returned! the communication has been very bad as well as their service. Seems as if they are trying their very best to prolong it, to avoid or stop any return to have money for themselves even though the product is not what they are advertising. I have all the messages from the very first person as well as every email. I have already told them that we will be filing a complaint since they have tried blaming me for all of this.. This is outrageous!! After many times trying to get someone to come and pick up the couches, they have finally texted tonight that they are coming( last min tomorrow) To pick it up. I am hoping they will coming at the actually time they promised to pick it up since we arranged our schedules accordantly. And for a refund they said that the only thing they would do is send a refund check minus the pick up back fee would only be sent out 30 day after the couches passed their inspection or get store credit. We would NEVER buy from them again, ever!!! But based off of their inspection, their couches were delivered dirty! All we hope now is that we get our money back for this horrible experience...

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Thank you for reaching out.
  
  We regret that we did not meet your expectations. We do our best to describe and provide materials used for each item posted online. We add wide and close-up photos from different angles of each piece of furniture to set the expectations of our customers. We apologize if it took a while for the item to be picked up. Our records show that one of our managers has been on top of this case and the item was successfully picked up on Aug 23rd. We will continue to work with you until you receive your refund.
  
  Let us know if there's anything else we can help you with.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I see your response stating that you provide photos of your products. However, the photos that were on your website at the time of purchase were pictures of these couches that showed a different material as well as color. The color that we ordered, was beige. The boxes that held the couches did say that they were beige, however once we removed the boxes we discovered that the couches were white. So this was false advertising. If Valyou would admit that what they sent us was a different product and own up to their mistake, our experience would be a lot better.
  
  What we would like to see going forth is urgency on the part of Valyou to receive the couches and refund our money immediately. Not up to 1 month after they inspect it upon receiving the items. As was mentioned to us when we initially reached out to start the return process.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  We understand that you are not satisfied with the item purchased. Upon checking, we were able to pick them up last Aug 23rd. Please note that returned items are subject to evaluation before processing a refund and may take up to 7 days from the receipt of the item. We'll process the refund as soon as the evaluation is completed and send confirmation for the refund as a reference.
  
  Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/23/2022

  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.

  On May 1st 2022 we placed our order VFMXXXXX for the chubby sectional with valyou. After our delivery date came and passed we were confused as to where our couch was. Then we were told it was pushed back to June, then July, now October. We have asked them to make it right as we have no sofa in our first new home. We were offered only $100 back to our bank which we accepted angerly as we paid $2,907.45 USD total for the couch and $100 was less than a fraction, still we accepted as we wanted to just move on. They told us this would be processed within 7-14 days. Day 15 I reach out and I am told that they can no longer refund us the $100 to our original form of payment, and that it is against their policy. Baffled that they refused to give us a lousy $100 back from our almost $3000 order that we were OFFERED by THE COMPANY that apparently all of a sudden has a policy against it, we decided we are finished with their company. I've emailed EVERYDAY for $100 and am only offered $50 store credit. This is a money hungry pathetic company I would never recommend. We decided we want a full refund for a couch WE DO NOT HAVE and no one has any idea when we will have it because they say it's only a "estimate" constantly, and we are denied our hard earned money back and are only offered exchanges.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Thank you for reaching out.
  
  We regret that there had been delays with the delivery of your 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.

• Initial Complaint

  Date:08/22/2022

  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 made a purchase for the 110in right facing feather section with valyou furniture on June 8 2022 for the purchase amount of $2029.28. I was promised to have my couch delivered by the 1st of august 2022 but my dates keep getting pushed back. Also, I found out from recent customer reviews (NOT THE COMPANY) that they changed the fabric and color of the couch that I ordered. On their website, they still falsely advertise the old fabric and color of the couch. So they were int bring to send me a product I did not initially order. I requested a full refund after finding out this information and they would only be ok with giving me store credit even though it is not my fault that they cannot fulfill their orders and they changed their product without giving me any updates. I have filed a claim with my credit card company. It seems like I am not the only person going through this with this company.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/23) */
  We're sorry that you had to cancel this order, ********. We offer alternatives if an item is delayed or not available but we understand that you prefer your original order. Upon checking, the cancellation has been submitted and one of our managers reached out to discuss it. We will respond to your bank as soon as we receive the dispute.
  
  Let us know if there's anything else we can help with.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would accept this response only if they are willing to give me a full refund back to my original payment. I appreciate that they cancelled my order, but I am still waiting for my refund.
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  As much as we want to, we are unable to issue a refund if there's a chargeback claim filed as funds are deducted from our end until the dispute is resolved. If there's no dispute with the bank or if the claim was lifted, we can issue a refund from our end.
  
  We will respond to the claim as soon as we receive it from your bank. If there's no dispute filed yet, please let us know.
  
  
  Consumer Response /* (4200, 11, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ok give me my full refund and I will cancel my credit card claim so you do not have to go through a dispute. I will not do this though until I have received my full refund.
  
  
  Business Response /* (4000, 13, 2022/08/30) */
  We can request for a check to be issued within 30 days, however, if a chargeback claim is received prior to the release of the check, we will cancel the check and respond to the claim instead. We know that you needed your refund however, please understand that we are unable to proceed with a check refund if there's an existing chargeback claim as funds will be deducted from our end once the chargeback claim is received.
  
  
  Consumer Response /* (4200, 15, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not trust your company anymore so I don't believe I will be receiving a check in 30 days. You can wait until my bank gets in contact with you. The dispute has already been placed.
  
  
  Business Response /* (4000, 17, 2022/09/01) */
  We will respond to the claim as soon as we receive it so the bank can proceed with the refund through their dispute process.
  
  Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/22/2022

  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.

  Ordered a feathers sectional from this company back in March. Got told it was in pre-order (which is fine). It is not the end of August 2022 and every update I've received has been that it has not arrived to the warehouse. They keep pushing back the delivery date and every attempt i've made to reach out for cancellation has been told that I am not within the 14 day period. However, my couch has not been shipped and they have not once reached out to me on there own accord with updates. I've been reaching out weekly for the past month. Looking for a refund from the company.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Thank you for reaching out.
  
  We hate to keep you waiting, ********. We do our best to fulfill orders based on the estimated date provided online however, any delays from the manufacturer on preordered items may affect our delivery timelines as well. We offer options to our customers in case their order is delayed or not available. Upon checking, one of our managers has been on top of this case and reached out to provide resolution.
  
  Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/22/2022

  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.

  Hello,
  
  I purchased my couch with Valyou furniture. I filed a complaint with them because the sofa was damaged.
  There is no way i could have damaged the couch. I took it right out of the box. I sent pictures to them and no one has gotten back to me about this issue. I would like to just get my money back. I do not want to purchase anything with them.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Thank you for reaching out.
  
  We're sorry that the item arrived damaged. We ensure items are in perfect condition prior to dispatch but it is possible that the item was damaged in transit. Upon checking, one of our managers reached out and discussed the resolution provided by our Warranty Claims department.
  
  Looking forward to having this resolved as soon as possible. Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/22/2022

  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.

  On July 10, 2022, I purchased the Feathers Room Set and was told that it would be shipped to my new home the first week of August. However, I never received a tracking number and/or an update on my delivery, and upon checking in with the company during the week of anticipated delivery, ValYou told me that they did not have the product in stock and that it could be expected to ship the second week of September. I asked for a refund and they refused to provide me with my $3,009 spent on the couch- they only offered a store credit in return, which I would not be utilizing as they do not fulfill orders. When I called the company again on August 21, 2022, ValYou still did not have an anticipated ship date on my item(s) and did not refund me in full. Extremely dishonest business practice.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Thank you for reaching out.
  
  We're sorry that you have to cancel the order, ******. We fulfill orders based on the estimated dates provided online however if the shipment was delayed from the manufacturer, our delivery timelines are also affected. Upon checking, we received a chargeback claim for this order and accepted the dispute. Your bank/financial institution should be able to proceed with the refund through their dispute process.
  
  Let us know if there's anything else we can help with.

• Initial Complaint

  Date:08/19/2022

  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.

  Order #VFMXXXXX
  
  I ordered a couch from valyou furniture in early May with an expected delivery date of June 29th. I noticed that the estimated delivery date had been pushed back on my confirmation email to August 10, so I reached out to Valyou to figure out when my couch would be delivered. They confirmed that my delivery was still set for June 29th, and that the August 10th estimate was for if I had ordered the couch on that day. However, after June 29th passes with no shipping confirmation, I reached back out again. They said that the couch would be delivered by the end of July at the latest, but that they were hopeful to get the couch out sooner by mid July. However, at the beginning of August, I still had not received any shipping updates. I reached back out to customer service and they claimed that they would now get it out by August 15th at the latest, but were hopeful that they could get it out before then. I reached out on August 17th after receiving no updates, and they now cannot provide me with any update on an estimated delivery time.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Thank you for reaching out.
  
  We hate to keep you waiting, ******. We offer other options to our customers if their order is delayed or not available but we understand that you prefer what you ordered. Upon checking, one of our managers reached out and is working on getting this order allocated. Let us know if there's anything else we can do to help.