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:08/16/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a order for furniture on 5/30/2022 where the vendor valyou furniture promised a delivery date of 06/06/2022. When i reached out to them back on 7/1/2022 they said the order is out of stock and will have to wait. Since the new timelnes dont work for me i have requested to cancel the order on 7/1/2022 which they said yes and gauranteed me of refund in 14 days. I reached out to them back on 7/14 and they said it will take one more week. i reached out to them back on 8/2/2022 and then they say the policy has changed they can only give the store credit rather than the refund. can you please help me get my refund.
  

  Business Response

  Date: 08/19/2022

  Thank you for reaching out.
  
  We hate to see you go, ********* but we are confident that this would have been worth the wait. Upon checking, one of our managers reached out and requested a check refund. We will continue to monitor and work with you until you receive your funds back. If you have other concerns or anything else we can help you with, please let us know.

  Customer Answer

  Date: 08/24/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business has reached out to me and promised to issue a refund cheque. I thank the business and please consider the issue resolved.

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for reaching out.
  
  We hate to see you go, ********* but we are confident that this would have been worth the wait. Upon checking, one of our managers reached out and requested a check refund. We will continue to monitor and work with you until you receive your funds back. If you have other concerns or anything else we can help you with, please let us know.
  
  
  Consumer Response /* (2000, 7, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business has reached out to me and promised to issue a refund cheque. I thank the business and please consider the issue resolved.

  Business Response

  Date: 04/19/2023

  Thank you for reaching out. 
  
  We are sorry to hear about your experience this is never the experience we want you to have. Our records show that you spoke with someone from our team and we advised that you contact your bank to start the dispute, once dispute is receive we will respond to it accordingly.
  
  
  Let us know if there's anything else we can help with.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 18114367
  
  I am rejecting this response because: I tried disputing with the card issuer and they closed the case saying they cant dispute this as its over 60 days since the transaction happened
  
  Sincerely,
  
  *******************************************

  Business Response

  Date: 05/03/2023

  Even if you are beyond the time limit for filing a chargeback, you may still be able to dispute the charge with your credit card issuer. They may be willing to look into the issue and help you get a refund since this is a valid dispute. There should be an option to escalate the issue to a higher level of review. 

  Let us know what the bank needs to help you with this process.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 18114367
  
  I am rejecting this response because:

   

  I reached out to *********** and the max **** frame to dispute a charge on **** card is 180 days . So they cannot dispute this one. Please send me refund check.
  
  Sincerely,
  
  *******************************************

  Business Response

  Date: 05/04/2023

  This is a standard response from the bank. We have other customers from *********** and they were able to proceed with the dispute by escalating it to a bank manager. This is a valid dispute. There should be an option to escalate the issue to a higher level of review. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 18114367
  
  I am rejecting this response because:
  
  I did ask them to escalate and the escalation manager said they cant help with it .

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

• 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.

  I ordered a couch May 16th 2022, and it is now August 16th 2022, and I still have no couch. It has been 3 months. I have called and asked numerous times to cancel the order and get my money back, however they refuse to give me my money back, which is $2,000. They refuse to cancel my order. I have no couch and am out $2,000, and they will not issue me a refund. In addition, the couch they are selling is completely different than the pictures online, as I have seen from many other complaints. False advertisement. When I try to look up my order online it also says the page does not exist. I was told the end of the month for 3 months now, and rightfully would like to cancel my purchase, and my money is being held.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for reaching out.
  
  We're sorry that there were challenges in fulfilling your order and processing the refund through the platform. Upon checking, one of our managers assisted in processing the refund via ******. Please note that the posting of the refund transaction will depend on the financial institution.
  
  Please know that our ultimate goal is to provide a great customer experience to our consumers and we hate that it did not happen with this order. We will keep on improving our process to provide a better customer experience. 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:

  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 the ******** sectional on June 1 and still have not received my order. The delivery date was estimated to be June 29. Every time I reach via to Valyou the delivery date kept getting push back week after week. At one point I tried to cancel the order and they said orders can only be canceled after 24 hr period. Multiple people across social media have been having the same problem. And now the couch is completely different than what's been advertised on the website. The couch is white not beige/cream and is a textured material that attracts king and dirt. Not dirt proof like the claims on the website. I will be disputing the charges on my card and attempt again to cancel my order. This is unacceptable customer service. The final straw was the Im pant tweeting disrespectful and unprofessional tweets at another customer for requesting her money back after never receiving her couch because of delivery issues.
  

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for reaching out.
  
  We hate to see you go, **** but we are confident that this could have been worth the wait. Based on our records, the order has been successfully canceled and since this transaction has already been disputed with your bank, we will respond to the claim as soon as we receive it.
  
  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:

  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 purchased the Feathers Sectional 142" in beige from Valyou at the end of May 2022 after researching/reading reviews on their website and on other sites online and deciding it was a good option for our growing family with pets. At the time of purchase we were told the sectional would arrive by June 30th (a huge reason we went with Valyou as other retailers we were considering had much longer wait times). We also read that we were able to return or exchange for a refund for up to 14 days after delivery. It's now been three months and we still have absolutely no idea when we will be receiving our couch, with customer service being nearly impossible to reach and incredibly inconsistent with their answers to our simple questions regarding a status update on our order.
  
  I reached out on June 19th, June 22nd, June 30th, July 11th, July 18th, July 25th, August 2nd, August 8th, August 15th, and August 16th looking for updates on our order or to be connected with a supervisor who could help us with our order only to be not helped AT ALL or told different things every time. Like many others in this situation, we are furniture-less and have been for months. We have a family, and are really just looking to have furniture for our home. We've reached out and simply asked for a refund at this time because we need to seek other options to find a couch considering we have not received one and have no idea when we actually will, but Valyou refuses to issue a refund, only give us store credit. Why in the world would we want credit to shop with a retailer who wasn't able to deliver us with furniture the first time? We can be more than understanding that these last few years have been difficult for everyone, but families shouldn't be punished for a company's inability to deliver on what customers have paid for. Needless to say, Valyou is definitely a fraud and would recommend anyone looking at doing business with them NOT fall for the reviews on their website or online.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for considering us to be part of your home, ******. We regret that this ended in cancellation as we know that this furniture best fits your needs as described. We acknowledge and understand that as a growing company, we have opportunities and we work hard to overcome those. Upon checking, one of our managers already sent a request to refund this order via check. We will continue to monitor and work with you until you receive your funds back. Should there be anything else we can help you with, please let us know.

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 received a sectional sofa for $3044.01 on May 28, 2020. I ordered a "Feather" sofa from Valyou furniture in December of 2021. I was told I would receive the sofa the end of December. Didn't happen. Was told end of January - didn't happen - February- didn't happen - March - no no, April I called and finally reached someone who told me the truth "that they had over sold this sofa and he recommended the "Chubby" sofa. It was in stock. However it was $1000 more than the original sofa. And doing my due dillagence I asked about the warranty because this sofa is advertised with a warranty but the link is not responsive. I was told they give a ONE YEAR warranty on defects not causes by me. Well having the sofa for a couple weeks I made my way to my son's condo to view the sofa and it looked as if it was an old sofa on its way out. I went home and called Valyou. Now you cannot get anyone to answer the phone. You have to send a text or email. I got a hold of a sales person who said to send over a photo, unfortunately my son got COVID and was in lockdown at his girlfriends place - 10 days. I am waiting for a lung transplant so I could not go over to take a photo. I was told not to worry - send the photo when your son is available. So when I sent the photo I was sent a warranty stating they could not take it back because it is over 14 days old? You can go to valyoufurniture.com and click on the Chubby. You will see people jumping up and down on it and states it is durable and well made. The sofa I got is completely flat and looks 10 years old. I was lied to when they told me the sofa had a safe one year warranty. If you call it is music playing with a message saying to text them. Can't get through, I did receive an email from the warranty department (which I believe it is another company) stating they are short staffed due to COVID and I'll get back to me ASAP. I have lots of emails and have even emailed the *** with no response. Not as advertised.

  Business Response

  Date: 08/18/2022

  Thank you for reaching out, *******. We're sorry that we did not meet your expectations. We understand that you would like to return the couch however, due to the active dispute on the order, we are unable to take further actions until we receive your bank's decision. We will revisit the case and resolution provided as soon as the bank releases their decision on the claim filed. Let us know if there's anything else we can help you with.

  Customer Answer

  Date: 08/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Valyou wants me to release the chargeback on the sofa and claims they cannot come up with a resolution until that is done. I have 77 emails from this company with one lie after another. I do not trust them to help me after they are paid. I did request new cushions as a solution and was told that was something they could do. Then I was told they do not have any extra cushions. Once again, they show a sofa that can be jumped up and down on without losing shape and I have been told many times that it will hold its shape. In one week the sofa looks 10 years old.

  Customer Answer

  Date: 08/22/2022

  ***Document Attached***
  Valyou has not given me a solution to the misrepresentation of the sofa I received from them. They have received their money and now I want a resolution. I asked for new cushions but they say they do not have any. I call take a $1500 credit and replace the cushions myself. First 2 attachments show Valyou advertising of the sofa. You will see people jumping up an down on it. The last image is a photo of the sofa I received which is only a couple weeks old. NOT AS ADVERTISED
  See Attachment/File: 50A4DFC7-3598-49A7-9606-1DD6B0F3FDE4

  Business Response

  Date: 08/22/2022

  We understand that you filed a chargeback because you are not happy with your purchase. As much as we'd like to proceed with any refund or claim, we are unable to do so with the dispute being active as the full amount was deducted from our end. As soon as the chargeback is resolved by the bank and the decision is visible on our end, we will revisit this case and the resolution provided.

  Business Response

  Date: 08/23/2022

  We provided care instructions for the cushions such as fluffing them daily as this item has Foam and Soft Feather filling and fluffing helps redistribute the filling inside and make the cushions puff up and become fluffy again. We also offered to send an extra cushion once it becomes available at the warehouse. Please understand that we are unable to ***** the request for a $1500 credit or to return the sofa as we are already past the 14-day return policy. The item was delivered on May 16th and the initial request to return the item was made on June 23rd.

  Customer Answer

  Date: 08/24/2022

  ***Document Attached***
  Here is copy of 12 month warranty
  See Attachment/File: 8064A3AF-F8E7-490F-91B8-41423FC84E28.png

  Customer Answer

  Date: 08/24/2022

  ***Document Attached***
  Value advertisement of sofa I purchased and photo of how my $3044 sofa looks
  See Attachment/File: BEB59D94-2E0B-4FB6-A3DA-7F0399A62F56

  Customer Answer

  Date: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told the cushions would hold up. I was never told you have to fluff them daily. The website shows people jumping on the sofa and it still retains shape. No where does it state you must fluff the cushions daily. If that were the case I would not have bought this sofa. Also, I called Valyou to complain about the cushions but my son had COVID and was not staying at home. I have an email telling me not to worry, to call them back when my son was well. That is why I missed the return ***** I also have a 12 month warranty I will attach.

  Customer Answer

  Date: 08/25/2022

  ***Document Attached***
  
  See Attachment/File: Warranty Claim ***** Furniture.pdf

  Business Response

  Date: 08/26/2022

  We understand that you are not satisfied with the item and want to return it. However, we are unable to fulfill the request as it is already past the return window. The initial contact, with your feedback about the couch, was made on June 23rd when you were asked for photos. During the conversation, you were advised that we can no longer return the item as it is past the return window and the representative asked you to send a video instead so we can consult the ****************** We indeed consulted Claims as your furniture has a 12-month Manufacturer's warranty. You were then assisted by the ***************** and were advised that this concern does not fall under Manufacturer mechanical defects, hence not covered by warranty. For transparency, we post our policies and warranty terms online: Return/Exchange: https://valyoufurniture.com/pages/exchange-policy
  Warranty: https://valyoufurniture.com/pages/warranty-claim
  
  Despite this not being covered, we offered cushion replacement as a courtesy but a chargeback claim was filed. Please understand that we can only act according to the policies and guidelines in place.

  Customer Answer

  Date: 09/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to respond to Valyou Furniture response. 1st of all I have made offers Valyou which they did not except. As shown by the attachments you will see the advertisement of the sofa I was purchasing, and a photo of what he sofa I received looks like. I have ask for new cushions (they did not offer me them - I asked to make a resolution). You will see emails attached from Valyou stating THEY DO NOT HAVE ANY CUSHIONS to give me. I also offered them $1500 (which is way too much for what I received - they asked me if I was crazy. This sofa cost $3044, and looks like it should be put out for the garbage man to pick up. Not only that it is like sitting on a piece of wood - not comfortable like they show in their advertisement. They did send me washing instructions???

  Customer Answer

  Date: 09/02/2022

  ***Document Attached***
  
  See Attachment/File: ****. Telling me they can help make a resolution with new cushions that I asked for

  Business Response

  Date: 09/07/2022

  We understand that you are not satisfied with the product and we regret that we did not meet your expectations for this item. We will revisit the resolution provided once we receive the bank's decision on your dispute.

  Customer Answer

  Date: 09/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Valyou's advertised sofa is nothing like the sofa I received. I offered some suggestions and asked them to send new cushions - obviously this is a defect, they agreed and then sent email that they could not fulfill it as they had no cushions. They did however send me washing instructions? I also offered them $1500 which was denied. My ultimate goal would be for them to pick up this garbage.

  Business Response

  Date: 09/12/2022

  We can send you cushions once they become available and the chargeback decision was received from your bank. But as far as returning the item, we apologize but we've already reached an impasse. We won't be able to return an item past the 14-day return window.

  Customer Answer

  Date: 09/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can not trust Valyou to send me cushions, I fear I would be calling them over and over to see where the cushions are, also my sofa looks NOTHING like the sofa I ordered as shown in the web advertisement that made me order the sofa, and the photo of the sofa I received. I would need to get the same cushions in their ad. This sofa is like sitting on a wood board. Advertisement makes it look comfortable. It is called the CHUBBY but it is flat. This is false advertising. You have over 300 complaints with this company and you give it an "F" rating. They have told me the cushions were not a part of the 12 month warranty and sent me washing instructions??? I know this is bait and switch. I wish not to spend any more time on this and have them pick up the sofa. This company has an excuse for everything. They don't even answer the phone,
  

  Business Response

  Date: 09/19/2022

  The photos provided on the website are the exact same item that we are sending to our customers. We Valyou your experience, hence if you are not satisfied, we honor returns/exchanges provided that the request was made within 14 days from delivery and that you still have the original packaging. However, we did not meet the criteria for these, hence the request was declined. Fluffing feather cushions are not part of washing instructions but maintenance for cushions of your sofa. Also, the chargeback for this order is still active and as mentioned, we will revisit the resolution provided as needed when we receive your bank's decision on the claim.
  

  Customer Answer

  Date: 09/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is obvious by looking at your website with pictures of the sofa that it is not the same as the sofa I received, even the material is different. Just another stupid answer from a company that does not want to make their Customers happy and only wants the money. Over 300 complaints with the BBB and an F rating. Need I say more. . .

  Business Response

  Date: 09/23/2022

  The item received is the same as what was advertised online. Fluffing the cushions are not part of wash instructions but is part of maintenance for your couch. The dispute on this order is still active and we are waiting for the bank's decision on the claim. If approved, the bank will credit you back the amount disputed but if they declined, they will put the credit back to us and we will revisit the resolution provided to you. Please understand that we are unable to process any form of refund when there is an active claim as the funds are placed on hold until the investigation is complete and a decision has been finalized by the bank. 

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18114965
  
  I am rejecting this response because: This is not the same sofa advertised.  It is obvious from the photos.  The material is even different.  I would pay **** for the sofa as pictured, not for the garbage I received.  I have no trust in Valyou to make this right.  They agreed to send new cushions and then declined stating they had no cushions.  I am disabled, so I am going to work with the Attorney General of ********.  You cannot mislead disabled people?

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

• Initial Complaint

  Date:08/15/2022

  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.

  My wife and I decided to make a sizable purchase of a Feathers Sectional from Valyou Furniture for $4,323.26 on 5/44/22. We read reviews, watched TikToks, and basically decided that this sofa was the right purchased based off the fact that it was advertised as "Egyptian Cotton and Microfiber" and was said to be the softest sofa on the market. We understood that there would be long delays to the delivery, but were alright with this as it was a washable set that was going to last a life time. It delivered in 8 large boxes and as soon as the delivery was made, the drivers departed. By the time we opened the boxes, the sofa was a completely different material and a stark white color. We contacted the manufacturer immediately, and they admitted to making changes to the material to "better suit their customers". This change was never relayed to us, as we would have chosen to stop the transaction and spend the money through another provider. When I asked the customer service rep to have management to contact me, they kept saying we were on a list to be contacted that night- for a week straight. After no calls for a week straight, I warned them that I would be filing a fraudulent activity claim with my bank to get the funds back if I did not hear from management. Low and behold- no call- so the claim has been filed. Huntington has advanced the funds back while the claim is in progress, but I am looking for some assistance to aid in the cause. You can't just ship another product to a customer without notifying them fist. This is not a case of "wrong expectations" as they are trying to claim, this is deceptive and bad business.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We ensure that items posted online are pictured and described accurately since most of our customers would prefer ordering online than in-store. Upon checking, our managers reached out to you regarding this case and there is an active chargeback claim. As of now, we won't be able to process return/exchange/refund, due to the active dispute. We'll revisit the case and resolution provided as soon as we receive the bank's decision on the claim. Let us know how else we can help you.
  
  
  Consumer Response /* (3000, 7, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I adamantly disagree that it's the same material as advertised. I provided photo evidence of this, as well as the text exchange that shows your representative admitting that changes were made to the production of the sofa based off feedback from your customers. This was never relayed and we were delivered a product we did not order.
  
  
  Business Response /* (4000, 9, 2022/08/19) */
  We understand that you would like to return the item. However, due to the active dispute, we are unable to proceed with returns/exchange/refunds. The amount disputed with your bank has already been deducted from our end. If the bank approves the dispute filed, your bank will proceed with the refund through their dispute process. However, if it got denied, they will credit us back the amount paid for and we will revisit the resolution provided. As of now, we would have to wait for the bank's decision regarding your claim.

• Initial Complaint

  Date:08/15/2022

  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.

  My wife and I purchased a couch from Valyou Furniture on April 19, 2022. The order (can provide an order # on request) was for a ******** Sectional - 110in / Grey / Right Facing. We paid in full ($1,899.94) and were given a pre-order estimate delivery of May 30th. On June 13th, we received a duplicate "We've received your order" email now saying that the pre-order estimate delivery would be August 10th. The link to that order email soon went to a dead website, so we tried following up with the company on June 20th, July 7th, July 26th, and again on August 11th. This most recent time, we were initially told that we would receive our couch by the end of the month and we received a new "We've received your order" email, but were then told by a different employee later in the day that it most likely wouldn't be for another 1-2 months. After some back and forth, I let them know that would be fine if they could confirm that it would in fact be delivered in 1-2 months, which they acknowledged and confirmed. The next morning we received an email from a manager with the company saying that there are delays in the Grey color and asked (for the third or fourth time) if we would be open to switching to the Beige color. Much like the previous times talking with the someone at the company, they were suddenly unable to commit to a time frame for the color we paid for. When I asked why we were told we would receive it within 1-2 months, I never received a response. The most frustrating aspect here is that you can go onto their website and add this exact couch to your cart which then shows an estimated delivery of August 26th when clearly this couch is unavailable for buyers. That is highly misleading and arguably false advertising. Our desired resolution would be to receive the couch that we purchased (hopefully sometime before Christmas of this year). If receiving the couch is not possible, then an immediate full refund from the company would be acceptable.

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/17) */
  We know how frustrating it is to wait for your order, especially for such an important piece of furniture. We are as unhappy as you are and we will do our best to have this delivered to you as soon as we receive our stocks at the warehouse. One of our managers has been on top of this case and we'll continue to work with you until this order is received. Let us know if there's anything else we can do to make your experience better.

• Initial Complaint

  Date:08/15/2022

  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 with this company at the end of June, it was supposed to be here at the end of July, everytime I reach out to the company they keep pushing back the delivery date and can't give me a definite date of delivery.
  

  Business Response

  Date: 08/18/2022

  Thank you for reaching out.
  
  We hate to see you go, ****** but we are confident it would have been worth the wait. Based on our records, the order was canceled and a refund via check has been submitted for processing.
  
  Let us know if there's anything else we can help with.

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for reaching out.
  
  We hate to see you go, ****** but we are confident it would have been worth the wait. Based on our records, the order was canceled and a refund via check has been submitted for processing.
  
  Let us know if there's anything else we can help with.

  Business Response

  Date: 12/12/2022

  Hi ******, 
  
  As of today we don't have an estimated date for the mailing of the check. We would like to work with your bank on how we can resolve this refund through the dispute process. 
  

• Initial Complaint

  Date:08/15/2022

  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 have ordered a couch and an ottoman on July 14th, 2022. The item that is advertised on Valyōu website is not the same material as the items they are sending out. This is false advertising. They have not informed their customers of the material change and refuse to issue a refund in the original payment method.
  

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for reaching out, ******.
  
  As most of our customers purchase online, we describe each item including the materials used, and take photos/videos of each part to set proper expectations. We hate that you have to cancel your order, ****** but we are confident it would have been worth the wait. Based on our records, the order was canceled and refunded. Reimbursement of funds will be allocated back to the original form of payment used for purchase and completion will always depend on your bank.
  
  Let us know if there's anything else we can help with.

• Initial Complaint

  Date:08/15/2022

  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 pieces of furniture online from Valyou Furniture totaling approximately $1000. These purchases were made on 7/08/22 and 7/25/22. I am still waiting on shipping/delivery information. I've followed up with the business on numerous occasions to request 1) estimated shipping timeline, 2) explanation of why the items have not yet shipped, and finally 3) a refund. I only get non-personalized responses and I never get an email back from the same customer service agent. The only resolution I have been offered is to "give them until the end of the week" but I've been asked to do this multiple times now. I finally received a phone call from someone in customer service this weekend and when I called the number back it was a fake automated voice.
  
  I am worried I have been scammed and when googling the business, I realized many people have not received the furniture they purchased. I've disputed the charges with my credit card. I'm very concerned about the way this business is operating.
  

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for reaching out.
  
  We hate that you had to cancel your order, *******. We understand your frustration and that it was difficult for you to trust when your order was delayed. We also understand some of our challenges as a growing company that we are working hard to overcome. We received the dispute filed and responded to it. The amount was already deducted from our end, hence your bank should be able to proceed with the refund following their dispute process.
  
  Let us know if there's anything else we can help with.