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:08/04/2022

  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.

  Ordered a couch on November 30, 2021; payment was made through ****** successfully and debited from my account on December 1. The furniture was estimated to be delivered in two orders at the end of February 2022 and mid-March 2022. As of the end of February 2022, I had no update about the status of my order. On March 25, 2022, I received and update that my order was delayed but being worked on with an estimated delivery of April; these updates continued through May 2022 with remorseful updates that the company was still experiencing delays fulfilling orders with assurance that my order was being worked on. In June 2022, the updates began including notes that read, "we understand your needs may have changed" with encouragement to contact their Customer Service team about changing or canceling my order. I started corresponding with Customer Service representatives directly and they were not able to provide an estimated timeframe for delivery so I ultimately decided to cancel the order. I was told a refund would be issued within 14 business days. Every 14 days would pass without receiving the refund - which was $2649.90 - and I would follow-up with Customer Service. The purchase was made through ****** and at some point my payment form linked to ****** was updated between November 2021 and June 2022. I disclosed this to Valyou when they told me they were working on the refund but told me they were running into issues. Now they are trying to use this as an excuse to not refund me the money. I called and spoke to ****** and they told me that all the merchant needed was my email address to refund the payment and that they were happy to speak with the merchant directly to assist. I also asked the company to mail me a check directly. The last communication was from today, August 4, 2022, telling me that they tried two more times and can no longer attempt a refund and want to issue me a store credit. This is not an acceptable resolution and I would like help to resolve.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */
  We regret that you had to cancel your order and wait for your refund, *****. We do our best to resolve each concern raised to us and offer the most efficient resolution to our customers. However, we understand that you do not agree with the options provided to you. Our records show that one of our managers already reached out to you and discussed the refund process. Let us know if there's anything else we can help you with.
  
  
  Consumer Response /* (2000, 7, 2022/08/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company emailed me to say they would be issuing a full refund in the form of a check mailed to me within 30 days. If I do not receive the check, I will follow-up to let you know. Thank you for your help!

• Initial Complaint

  Date:08/03/2022

  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 purchased a sofa from this company Jan 3 2022 and estimated delivery was Jan 23, 2022. The delivery continued getting delayed until June (5 months) when I filed for a refund In june due to never able to deliver sofa. Now refusing to refund my money and only willing to give store credit when they can't even deliver their products They are basically stealing from me.
  

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We're sorry that this order ended in a cancellation, ****. We know how excited you are to receive this furniture, and we are too! Upon checking, you already spoke with one of our managers and advised that a claim was filed with your bank. We will respond to the claim as soon as we receive it and wait for your bank's decision. We'll continue to monitor until this case is resolved. Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/03/2022

  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.

  Hello.
  
  On May 7, 2022, I placed an order online from Valyou Furniture at https://valyoufurniture.com/. The item was for the Lanordic Living Room Set - Coffee table. Total price: $489.89. At the time the product was listed as 'in-stock' for delivery by 5/14/22. The item ended up not being available as requested; fair enough, these things happen, although the website should have mentioned an accurate time table.
  
  Fast forward to 6/7/22. My order finally arrives, but damaged. This is the second time (out of two total times I've purchased from Valyou) I have ordered an item that came damaged. The delivery service made a note of this and took the item back right away. I proceeded to email Valyou that same day to request a refund and after having confirmation on how to submit the request, I filled out an online form and attached the necessary documentation.
  
  Tonight - after nearly 2 months of waiting for Valyou to process my refund - I received an email from Valyou stating they cannot give me a refund and instead only store credit. A snippet from the email is below:
  
  'We just got an update from our team that we are no longer able to process refunds back to the original payment method used as it's a one-way transaction only. However, we can add or issue you a store credit instead for the same amount of the refund and you may use it to purchase anything on the website in the future.'
  
  This is completely unacceptable. I would like this resolved and for Valyou Furniture to simply issue my refund back to my original payment method. Documentation for my purchase and email chain is attached.
  
  I am submitting this request to BBB of Southern Nevada but I also know Valyou has stores in and is a business that originated in Hawaii. Since I ordered this item online, I was unsure whose jurisdiction this falls under.
  
  Thank you for your efforts in resolving.
  
  ***** ********

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We regret that the item arrived damaged, *****. We ensure that items are inspected and are in pristine condition prior to dispatch however, damages in transit may happen. Our records show that one of our managers reached out and has requested a check for your refund. We will continue to monitor the status until this case is resolved. Should there be anything else we can help you with, please let us know.

• Initial Complaint

  Date:08/03/2022

  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 ordered a sectional couch for $2200 on May 8th 2022 with an estimated delivery date of may 31st. On June 10th I was told that this item was ordered as a pre order and they were having shipment issues. For one it didn't matter that it was a pre order, the estimated delivery date was the estimated delivery date. so they tried to flip it on me for their shipment issues. Fine im patient and understand the state of the world we are living in today I heard about shipment issues elsewhere so though frustrated I understood and when I asked for another estimated delivery date they told me they could not drive me one at this time. BUT I loved the couch its exactly what I wanted and other online reviews were great so I decided to continue on with the purchase. SO today August 3rd I finally receive the couch, the man takes it out the box and its is NOT the same couch as advertised or in the product reviews from all over the internet. So I told the delivery guy and he looked at me with this yeaaa heard this before look, but proceeds to explain to me that its their newest version. I said wait a minute I was just in their storefront location 2 weeks or less ago and this couch was still there being advertised as such. He was like I understand ma'am ill let them know. Hopefully we still have the older version in the warehouse and made me felt like it was an honest mistake and that he'd try to get me the one I wanted. So im looking at this couch and im like wow this is nothing like the couch I ordered the color is WHITE I ordered a golden beige the material is horrible scratchy and just not even close to what was advertised and the size was taller and thicker and chubbier. I literally couldn't believe it. So I started posting on social media to see if I was crazy and if im just being too picky and I have a bit of a following and everyone was like nope you're not crazy that's false advertising. basically I was scammed due to shipping issues and they gave me a Dif couch. no spaceleft

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We regret that we did not meet your expectations, ****. We treat all feedback as an opportunity for us to improve our products and services. Upon checking, one of our managers reached out to you regarding your request to return the item. We'll 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:08/03/2022

  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 Ordered a table, chairs, and accent chairs.
  
  Table & accent chairs were in stock.
  Other chairs were on back order until July. (Last month)
  
  Only accent chairs shipped & were received.
  
  The table which was supposedly in stock never shipped, so I cancelled for a refund. It took almost 2 months of calls and texts and chats of me following up just to receive a refund. Which I only received because my card company got involved.
  
  Back ordered chairs did not ship in July as scheduled and the website now says October. There was no follow up to advise me of this MASSIVE delay. I asked for a refund because I didn't receive the product. I was asked if I wanted anything else. I looked, but nothing was in stock or matching my decor. I said no thank you and the manager assured my card would be refunded.
  
  Checking in 2 weeks after this call, I'm now told my card will NOT be refunded and ONLY a store credit is possible. I reminded them that their manager told me on a recorded line that I would be refunded & that they don't have anything I want and nothing is in stock.
  

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We regret that an item is not available to complete your order, ****. We offer other items in stock whenever this happens but we understand that you are not interested in other items that we have available. Upon checking, one of our managers has already assisted you with the refund. Let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/03/2022

  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.

  All communications were via SMS Text:
  
  June 1, 2022 - I placed order ******** online for the Harbour Tea Table for a total of $849.99 including shipping. The website said they had 8 in stock, and I would hear from someone within 5 days for scheduling delivery.
  
  June 6, 2022 - I contacted Valyou to try to schedule a delivery date. Keith from Valyou responded that the item was still on pre-order and the estimated shipping time was July 29, 2022. Had I known that, I wouldn't have placed the order. I asked why the website now stated that the item was out of stock, when I had just checked it before my inquiry and it still said '8 in stock' (the status changed during the time I was texting with him) He apologized that there was "an inventory mismatch", but told me to "Rest assured that we will closely monitor your order and check it from time to time."
  
  June 18, 2022 - I contacted Valyou to cancel my order. Zeth from Valyou stated that they were expecting to restock the item "around July 29th" and said, "Will this work for you?" I said it would not and to please cancel my order and issue a refund. Zeth confirmed that he had cancelled my order and stated that I would receive a full refund in 7-14 days.
  
  June 21, 2022 - I contacted Valyou to check on the status of the cancellation and my refund. Jo-elle from Valyou confirmed that my order had been cancelled on 6/18/22 and stated that it would take 7-14 days for the refund to appear on my credit card.
  
  August 1, 2022 - I contacted Valyou again. Patricia from Valyou stated that she had been advised that they "can no longer process the refund back to the original mode of payment" and offered me a store credit. I said absolutely not. She escalated it to management.
  
  August 3, 2022 - I contacted Valyou again to make clear that I expect a refund. Marco from Valyou responded saying it has been elevated to management, but at the moment they cannot issue a refund.
  
  I have all the texts, I just can't upload them all here.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We understand that you have been waiting for the refund of your canceled order and we're sorry that there had been challenges with the platform. Upon checking, a chargeback claim has been filed and a manager reached out to you to advise that we have accepted the dispute. The refund shall then be processed by your bank following their dispute process. Let us know if there's anything else we can help with.
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Even though they would not issue a refund, at least they accepted the charge back from my credit card company.

• Initial Complaint

  Date:08/03/2022

  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.

  On March 3rd, I purchased a couch from Valyou Furniture online. On March 4th, the company charged my credit card $1,922.91. The expected delivery date was April 11th-April 22nd. By April 7th, I reached out because I still hadn't received a shipping notification. They responded on April 9th confirming the date. On April 22nd, they emailed me to say my shipping date was pushed back to June, and that they didn't have a specific date. On May 30th, I again followed up to ask for specific dates. On June 6th, they said they hadn't started my order yet, but they would let me know. On June 23rd they notified me that the shipment date was delayed at least another two months. At this time, I texted their recommend contact number and requested a refund. They set up a phone call to confirm my refund. On this phone call, they spent 10 minutes trying to sell me other items, and I repeatedly had to tell them I just wanted my refund. On July 8th, they said they were issuing my refund. On July 18th I still didn't have the refund, and I reached out to them. They responded saying refunds take 7-14 business days, and I should reach back out at the end of the period if I haven't received it. On July 27th, I reached out saying I didn't have my refund. They said it was an error on my bank's end and they needed another 7-14 business days to investigate. I called my bank, and they said that there is no reason they wouldn't process my refund. The Valyou Furniture store then told me I needed to file a dispute with my bank, and then they would handle the case from there. I've asked multiple times if there's anything else I can do to get my refund expedited, but they have not helped me further. I have all email communications saved.

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We're sorry that there were some challenges in fulfilling the refund on the platform. The challenges encountered are something that we have not experienced in the past and we tried every possible way to fulfill what we have promised. One of our managers reached out to you and advised that the chargeback claim filed has been accepted. The refund should be processed by your bank following their dispute process. Should there be anything else we can do to make your experience better, please let us know.

• Initial Complaint

  Date:08/03/2022

  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 ordered 5 pieces of the ******** sectional from Valyou on April 15, 2022 for $3,663.13 USD. The money was immediately charged to my credit card. At the time, all pieces were In Stock and ready to deliver by April 22. When that date came and went, Valyou said they were having inventory issues and the date was pushed to June. Then pushed again to July 4. That date also came and went and I was told the pieces were coming and to be patient. On July 7, I received an email from Samy Jarrar, a customer service manager. who said 4 of my 5 pieces were in! He said they would ship the 4 pieces to a local warehouse and they would contact me for delivery. I followed up with Samy and several customer service reps via text and phone over the next 2 weeks. Everyone assured me my pieces were en route to a local delivery center. On August 1 I spoke to customer service again and asked for an update. They said they'd escalate to Samy and he would get back to me in 1-2 business days. Samy emailed me back on August 3 and informed me that all 4 pieces failed the quality control check and they would try to get me pieces allocated from a shipment on August 26th. I immediately spoke with customer service and requested that my order be canceled and the money refunded. First they told me they could not cancel the order because it was beyond the cancellation window. When I escalated they said they'd be happy to cancel the order, but I couldn't get my money back because their policy changed and "they can no longer process refunds back to the original mode of payment" but they'd be happy to give me a credit towards future purchases. As they won't refund my money I had no choice but to tell them NOT to cancel the order. I am literally a hostage in this nightmare of a situation. They won't refund my money and they can't seem to fulfill my order.

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 8, 2022/08/15) */
  We hate that there were delays with the arrival of our stocks. We provide options to our customers in case their order is not available or may take longer to fulfill but we understand that you are not interested in any other items available. One of our managers reached out to you and has been updating you about the status. Please let us know if there's anything else we can help you with.

• Initial Complaint

  Date:08/03/2022

  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 made a payment of 2062.74 on May 31st for the alleged purchase of a couch. The estimated delivery date was June 29th. Before purchasing I received a phone call from a Valyōu employee who informed me that the couch I ordered was shipping faster than expected and I would actually be receiving it sooner that the expected date. I was expecting a phone call that week to confirm delivery timeslots and never received it so I reached out. I was told by customer service that this is a preorder and I should wait to hear from them when it was time to ship.
  
  I heard nothing, the date passed so I called. The first person I talked to was rude and told me that it "has been a pain for all us" waiting to fulfill orders like mine. I talked to someone else and they pushed me back another month, said they would keep me updated and compensate for the inconvenience. I never heard from them. Called again today to set up delivery as we're are nearing the second date they gave me and was now told that it was unknown when they would have the product instock. The customer service rep was really rude to me again and I asked to speak to a supervisor was told that is not possible. I asked for a refund was told not possible. I asked to speak to someone else and haven't heard back. The live chat stopped responding.

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We fulfill orders based on the estimated dates provided online, however, any delays from the manufacturer would also affect the delivery date as this item is in preorder status. We are as unhappy as you when it comes to delays that is why we offer options to our customers whenever this happens. Our records show that one of our managers reached out to you and you stated that the transaction was already disputed with your bank. We will respond to the dispute as soon as we receive it and wait for the bank's decision. We will continue to monitor and work with you until this case is resolved. Feel free to let us know if there's anything else we can help with.

• Initial Complaint

  Date:08/03/2022

  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.

  Valyou's customer service is horrific. Navigating their refund policy and communicating with them has been exhausting, and I am absolutely at my limit.
  
  I purchased furniture from their website, but they delivered the WRONG furniture. I immediately notified them of their mistake and requested a refund; however, they continuously tried to tell me that it was, in fact, the correct product.
  
  By the time I got them to concede that they had sent the wrong item, they sent me through a labyrinth of texts and calls where not a single person was able to help me and refused to do so.
  
  Per their request (to receive my refund), I created a ****** as they stated that it was the only way they would be able to send me the money. They didn't send me a single dollar back.
  
  Now, apparently, after TWO months of communicating with them, I was notified that I would be receiving STORE CREDIT.
  

  Business Response

  Date: 09/04/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We apologize for the inconvenience caused, *******. We know it is frustrating to receive the wrong item and we understand that you prefer to get a refund instead of a replacement. One of our managers reached out to you and advised you of the method of refund. A check has already been issued and we will monitor until this case is resolved. Let us know if there's anything else we can help you with.