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:08/18/2022

  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 placed an order for a couch and ottoman for $2529.79 in on June 6th with a delivery date of June 29th. It is August 18th. I have received nothing and they have never attempted to update me on a delivery delay or give me a reason. I had to be the one to reach out and have reached out to customer service more than 5 times with no resolution except "$100 off your next purchase with us" and "I'm sorry we don't have a delivery date."@******** on ****** posted her story that was the same as mine (except that she was being harassed by their social media manager on *******) on her page which prompted me to check their social media and I've seen that they have HUNDREDS of comments about the same thing happening to other customers with NO resolution. I was patient when I thought it was a one off thing, but if people are flocking to social media to warn people not to buy from the business, that's shady.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Thank you for reaching out.
  
  We hate to see you go, ******* but we are confident that it would have been worth the wait. Upon checking, the order has been canceled and one of our managers reached out and confirmed that we will proceed with a refund for this order. We will continue to work with you until you receive your funds back. Please let us know if there's anything else we can do to help.
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have a refund on the way.

• Initial Complaint

  Date:08/18/2022

  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 my feathers sectional (left facing, 110 inch) from them in May 2022. Canceled the order on 7/28/22 after they kept making up excuses/new expected delivery dates. Was told both by phone and email that this was fine and I would receive a refund within 7-14 days and never did. Now they're saying they can mail me a check or give me store credit. I don't want a mailed check because our mail is lost often and I definitely don't want store credit. I want a refund of the $1999.94 total that I was charged.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Thank you for reaching out.
  
  We hate that you had to cancel your order, *********. Upon checking, a manager has been in touch with you and explained the method of refund for this order. If the transaction has already been disputed with your bank, we will respond to the claim filed instead. We will 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:08/17/2022

  Type:Sales and Advertising 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.

  Valyōu furniture charged me $3,648.90 and did not deliver the product I purchased. They said they are unable to refund my payment although the couch I am purchasing is $1699. They said they did not double charge me but my account reflects they did. I want the couch delivered and refunded for the double charge. It was purchased 3/15/22.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for reaching out.
  
  We apologize for the challenges in the delivery of your order. We transitioned couriers and during this process, a glitch in the system resulted in delays in dispatch. One of our managers reached out and has advised that the courier will contact you in 3-5 business days to set the delivery date however if there's a dispute filed with your bank, the delivery will be placed on hold/canceled. As for the duplicate charge, we only see one transaction processed on this order ********. If you are referring to other order numbers, please let us know.
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/17/2022

  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 placed an order on May 30th for a Feather's Sectional - all reviews on website were so positive and I couldn't beat the price. It stayed that although the item was pre-order, the estimated delivery date would be June 29th. My credit card was automatically charged, but never received a receipt (red flag #11). I reached out multiple times where they re-confirmed that delivery date was still June 29th, until that day passed. At that point they claimed "delivery date" actually meant when it would be in stock (not delivered). They charged my account when they didn't even have the product (red flag #2). For months they kept pushing back the estimated date of when it would be in stock. Finally, I received a shipping confirmation on 7/21. Within a matter of 4 days, my order was picked up, and delivered to a warehouse in ***** (city I live in). It has been at the warehouse in ***** since 7/25, over three weeks ago. They claim there are delays with the courier in delivery due to influx of orders. I don't get how it took ONLY FOUR days to ship across the country but then sits in a warehouse in my own city for three weeks. I have a strong suspicion that the couch is not physically in a warehouse and they are buying themselves time, given any cancellations after it "ships" will inquire a 20% re-stocking fee. I have requested a full refund, and if not I will be taking to my credit card company. STAY AWAY - the value is NOT worth the hassle. I wish I did better due diligence to read REAL reviews from consumers.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/22) */
  We regret that there had been challenges with the delivery of your order. Upon checking, the item is already with the courier and we are working with them to have it delivered. Our records show that a chargeback claim has been filed with your bank. We will respond to the claim filed and cancel the delivery with the courier. Please know that this is not the experience we want to share with you and we'll continuously find ways to improve our internal process and provide a better customer experience. Let us know if there's anything else we can help with.

• Initial Complaint

  Date:08/17/2022

  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.

  Purchased a bed frame on 7/22/22. It was shipped on 7/26/22. As of 8/4/22 it has been sitting at a warehouse in Charlotte, NC. I contacted them on 8/8, and today 8/17. I inquired why I still have not received my purchase. They stated there's an internal dispute with them and their carrier. Then stated that there is not a way to receive the order currently. I asked for a refund and to cancel the order. They won't let me cancel the order for a refund. If I cancel then I will be charged a fee for their failings.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/22) */
  We understand that waiting for an item is frustrating. We have communicated this case with the courier and should reach out within 3-5 business days to schedule the delivery. One of our managers also reached out for alternatives in case the delivery is still unsuccessful. We apologize for the inconvenience caused. Let us know if there's anything else we can help with.
  
  
  Consumer Response /* (2000, 11, 2022/09/06) */
  My complaint has been resolved. Thank you!

• Initial Complaint

  Date:08/17/2022

  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 couch from ValYou furniture in Feb 2022. I was given a delivery estimate of about 6 weeks. When I didn't not receive the couch during the expected time frame, I contacted ValYou and told them that if the couch would not be here by a certain date, I would have to cancel and buy something from a local furniture store because I wanted it for a specific event. I informed Valyou of this so that I would be able to cancel my order early enough before it left their warehouse to avoid paying the 20% restocking fee. In April 2022, ValYou offered me a $200 refund to not cancel my order which I accepted. For over 4 months from April 2022 - August 2022 I tired to get this refund, I was told to create a paypal which I did, I was told to dispute the charges with my bank which I did but ValYou then stated that they were no longer issuing the refund and instead offered store credit. I never intend to do business with this company again so I declined. The agreement was a $200 refund not store credit. To make matters worse they switched out the material of the couch without informing customers. The couch I purchased is not the couch that is pictured on their website

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for reaching out.
  
  As most of our customers are making their purchases online, we do all efforts to set expectations about the product by adding all details and materials used and taking close-up and wide photos/videos of the item from every angle. We appreciate that you patiently waited for the item to be delivered and we apologize if we had challenges completing the refund through the platform. One of our managers reached out and as confirmed, a chargeback claim has been filed for this order. We will wait for the bank's decision on the claim and revisit the resolution provided to you. If there's anything else we can do to make your experience better, please let us know.

• Initial Complaint

  Date:08/17/2022

  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.

  We ordered a couch from Valyou in May and they charged my credit card the full amount of $1,848.89 on May 18, 2022. However, it is now August 17, 2022 and we still do not have a couch nor do the hundreds of other people who ordered from them. The company did not list on the item that it was out of stock. They did say it would be delivered before the end of July. We are now being told the item is sitting in a warehouse and can't ship because of an internal problem that they are working out with the shipping company. Hundreds of others have been told the same thing. Most people have had to wait 6 months to receive their item but this wait time was never stated. I was told 6-8 weeks. Since ordering the company has changed the material of the couch to a lesser quality as well as a less desired one and they did not notify consumers of the change. Those who have received the item are throughly upset with what they received as it was not advertised that way when ordered. The company has also changed the return policy from a full refund minus a restocking fee to store credit only.

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Thank you for reaching out.
  
  We do our best to add all details and materials used for every item listed online. We provide wide and close-up photos/videos as well from different angles to set proper expectations for our customers. We also label an item as pre-order if they are not readily available at the warehouse at the time of purchase. We regret that there were challenges with the delivery of your order from the courier. We acknowledge and understand that there are opportunities for us as a growing business and we are working hard to overcome these. As of date, we canceled the delivery of the sectional due to the chargeback claim filed. We will respond and wait for the bank's decision on the claim. Let us know if there's anything else we can do to make your experience better.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept the response from the business because the business has not made any attempt to rectify the situation. Rather, the business has provided excuse and lie after excuse and lie. This problem is not unique to our experience, there are dozens, if not hundreds, of similar claims and complaints by other customers. The business will never publicly admit that they have been, and are continuing, to knowingly defraud their customers. These "wide and closeup" images they describe have been added months after numerous people have already made their orders, and were not added in the interest of transparency, but rather for the sole reason of attempting to deny their customers any returns. The fact of the matter is, this company advertised a product, took the customers money, including our money, and is sending a different and less marketable product under the guise of an "upgrade" to the material. They can call the change in material whatever they like, but it's still an unwanted, undisclosed change. The alleged photos and descriptions of this changed fabric were added long after these customers', and our, orders were placed, so a refund in these cases cannot be denied under the federal Lanham Act and Consumer Fraud and Deceptive Business Practices Act. The truth in this situation is that the company initially advertised an attractive product with marketable fabric that appeared soft and smooth, which attracted much attention and a large influx in orders; the company realized that they could not keep up with the volume of orders and decided to outsource the fabric for the couch and chose a cheaper, lesser, and more easily obtained fabric so as to not have a lull in production; this change is defrauding the customer out of money. Valyou furniture knows exactly what it is doing wrong and is knowingly engaging in deceptive business practices. They can reply over and over to the multitude of complaints against them with generic responses about how transparent they allege to be, but where there's smoke, there's fire. We have lodged complaints with the attorney generals office as well; either they conduct business in accordance with the law, or they will be barred from conducting business at all. We eagerly await the copy-and-pasted generic response from this business that we're sure to receive.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  We receive positive feedback about this item from most of our customers and in any case that they are not satisfied with it, we offer a return/exchange. In this case, the delivery was canceled and the chargeback claim was accepted so your bank can proceed with processing the refund through their dispute process.
  
  Let us know how else we can help and if there's anything else we can do to make your experience better.

• Initial Complaint

  Date:08/16/2022

  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 placed an order for a couch on 6/12/2022 that was supposed to be delivered the last week of July and the company has not provided any specific updates/delivery window of when the couch will be delivered and refuses to give me a refund.
  
  They also have a ton of negative reviews online and are shipping the couch I ordered out to people with a completely different fabric and not notifying paying customers of the change. I have called/emailed/texted the company multiple times a week and they have never provided any update on the status of my order.
  

  Business Response

  Date: 09/02/2022

  Consumer Response /* (2000, 6, 2022/08/17) */
  The company has responded and issued a refund, the case has been resolved

• Initial Complaint

  Date:08/16/2022

  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 03/19/2022, I paid $2123.89 for a 110" beige right facing couch which was what was advertised on Valyou Furniture's website. I received the couch several months later on 06/27/2022 and the couch was delivered in a different material and color. I left a negative review on their website and was contacted by support. When I again said I received a couch that was not like what was on their website, I was told that they changed the material and "this was better" than what they previously were using. I did not respond to their email as I was a lossand a several days later they sent me a gift card for $200 to put towards purchasing new cushion covers from them. If I were to return the item, I was not going to receive a full refund or be refunded to my original payment. They also never postedmy review on their website.
  

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for reaching out, *******. We understand that you are not completely satisfied with your purchase. Our records show that one of our managers has been in contact with you regarding this case. As much as we want to, we are unable to proceed with a return/exchange because we are already past the 14-day return period. Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/16/2022

  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 a couch July 9,2022 and received an estimated delivery of August 10, 2022. I found out that my father illness is getting worse so I have to travel back to my home town for a while in September so I contacted the company to see when it is that I would receive updates on the couch being shipped & delivered. No one could give me a clear answer. I seen several people online saying how their couch took 3+ months to arrive to them after placing an order. Also that the couch that they are receiving is not the one being advertised, So I decided to cancel my order. The company agreed to cancel the order but then told me that I could not get a full refund only store credit. I let them know that I did not want store credit because there is nothing else that I would like to purchase from their site. I've seen them issue many people a refund on social media & now they are telling me that I can't. I saved money to buy this couch & now I am loosing it because of a company who's sole purpose is monetary gain & not customer satisfaction. I have no couch now or no money because of this company. I don't have the mental capacity to even fight with them right now because of what I'm going through w. family.
  

  Business Response

  Date: 09/03/2022

  Consumer Response /* (2000, 6, 2022/08/18) */
  Update: I spoke w. the manager at ValYou & we have settled everything. I was issued a refund. The customer service team did a good job at helping me w. this issue as well.