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:08/03/2022

  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:08/02/2022

  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 order a sofa on Dec.6/2021 initially they said two weeks delivery. Then they started to give excuses about delays. By June 2022 they said it would take another two months so I decided to cancel my order. They said it was ok and I will be receiving my refund back in 14 days. Every time I get in contact with them They will come with a different excuse. I seen on the reviews and seems I am not the only one. They are using peoples money to fund their business. This is a real scam.
  

  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 processed the refund from our end however due to challenges encountered with the platform, the refund was unsuccessful. Our records show that one of our managers reached out and provided details about your refund. We will continue to work with you until this case is resolved. Let us know if there's anything we can do to help.

• Initial Complaint

  Date:08/02/2022

  Type:Product 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 order furniture from Valyou months back and canceled it due to the delivery date being pushed back. Each time, I'm told the order is canceled and I'll be refunded and receive an email... I don't. I have a text string of so many different lies, & excuses. The latest is that they have already refunded me, but they haven't. Then I'm told it's a one-way transaction. I keep getting the run around and this company is not a company of integrity. I do not have furniture and they have not handled everything on their end.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/14) */
  We are as frustrated as you when it comes to delays that is why we offer alternatives whenever this happens. We're sorry that there had been challenges in fulfilling the refund but we're glad that one of our managers reached out and was able to help in resolving this case. Please 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.)
  They rectified not processing my refund... FINALLY!

• Initial Complaint

  Date:08/02/2022

  Type:Product 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.

  Purchase 5/11/2022 $3714.45
  "chubby L- Lounge"
  It was delivered on 6-4-22 with a broken frame.
  I
  They agreed to pick it up and refund my money .
  It was picked up on 7/11/2022
  I received an email from them on 8-1/22 stating they could not refund my money because it was a one way transaction , instead offer me a store credit.
  They don't have the same piece I bought and there is not anything else they have that I want.
  I want my money back , as they promised.
  I offer by credit card number I used they ****** , told me someone would get back to me in 1-2 days .
  I've gone round and round with many many emails, texts messages, phone calls . This company promises and doesn't deliver.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/13) */
  We're sorry that you received a broken item. We ensure that items are dispatched in pristine condition however, damages in transit may happen and we do not have full control over them especially if it was delivered by a third-party courier. Upon checking, one of our managers reached out regarding your refund and you recently confirmed that it was received. Please let us know if there's anything we can do to make your experience better.
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for the ******** sectional on 4/26/22 with an estimated delivery date of 5/30/22.
  
  I emailed Valyou on 5/26/22 for an update and they responded on 5/30/22 that I should not be expecting the item soon because it was a pre-order. This made no sense to me because they provided estimated delivery date when the order was placed. Had they been honest about the true delivery date, I would not have ordered the sectional.
  
  I requested to cancel the order for the sectional for a refund on 6/3/22, I had to wait 3 days for their response, only to ask if I wanted to buy something else. They finally on 6/10/22 confirmed the order was canceled and the refund process takes 7-14 business days.
  
  14 business days passed and I called them on 7/1/22, they said they will process the refund for me. So they never intended to process the refund had I not called to follow up. They confirmed the refund was processed on 7/4/22 (which should have been on 6/10/22) and it takes 3-5 business days to post. Now 4 weeks have passed, it is now 8/2/22 and I still don't have my refund.
  
  I just asked Valyou today again on 8/2/22 and was told due to a new policy they cannot process refunds anymore. I have been told for the past 3 months that they are working and have processed the refunds. They provided no proof of the refund except to keep saying through email it was processed. When I placed the order, there was no such policy that they cannot process refunds. This company is unethical and wrong to just keep customer's money without delivering products. I paid immediately for an order, and I expect refunds to happen in a timely manner if they products are not delivered. This company is a scam, there are many similar reviews here on BBB so stay away from this company. They should issue a full refund back to me, not store credit for $2k.
  

  Business Response

  Date: 09/03/2022

  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 these items are under preorder status. We are as frustrated 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 has already assisted you and advised that the chargeback claim filed has been accepted. The refund shall be processed by your bank following their dispute process. Let us know if there's anything else we can do to make your experience better.
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It was resolved only because my credit card did a charge back to Valyou. Valyou took no responsibility on the unethical handle of the situation by refusing the refund after 2 months of correspondence. During the 2 month period I was told multiple times the refund was processed and confirmed.

• Initial Complaint

  Date:08/02/2022

  Type:Product 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 ordered a couch on may 27th for my new apartment I was moving into. After living in the space for a while I decided that the couch was too large and decided to return it. I reached out on June 15th for a return, nothing happened. Reached out again, nothing. Finally on the 27th I was told the return was processing and I should receive my money back in 7-14 days. Two weeks later still nothing. I reach out again and am being told management is being made aware of the situation. Another week goes by and I demand to speak with upper management. They tell me the refund will be processed the coming Monday 8/1, and if it isn't then management will reach out. I was then contacted by Jan on Monday who told me that after doing some research found a refund couldn't be processed because the purchase was a 'one way transaction', and that I would be getting store credit instead. I said absolutely not, that that was completely unacceptable. I paid them money for a good that was never received and I want that money back, which is in accordance with their own return policy. I told them I would accept a check or ***** or any other form of payment, but that I would be getting my money back. I have not heard from them since. They owe me $1353.23
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We regret that there were challenges in the platform for completion of your refund. Our records show that one of our managers reached out to further assist and was able to fulfill the refund request. Please note that posting of transactions will still depend on your bank. Let us know if there's anything else we can help you with.
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received refund today.

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from Valyou Furniture in March of this year for $ 3,156.40. Three months pass and no couch is delivered. I spoke with keith a customer service rep regarding my order and he simply said there are no more and if I'd accept another one. I said no I'd like my refund and he garentees both refund and confirmation of cancellation within a week. Two weeks pass and nothing. I reach out again and keith assures me that it will receive my refund. A attempted payment of refund was issued to my ****** but a temporary hold was on it for 3 days. After the three days it shows that Valyou llc canceled the refund. I called Valyou the next morning regarding the payment being canceled and I was told by three different customer services representatives that my only option is store credit. They are no longer issuing full refunds. This is absurd and goes against they're own refund policy and the agreement that was made in regards to a order they couldn't fulfill. I depend a full refund of my money immediately please
  

  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. Our records show that one of our managers reached out and discussed the method of refund for this order. We will continue to monitor and work with you until you receive your funds back. Let us know if there's anything else we can do to help.

• Initial Complaint

  Date:08/02/2022

  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.

  It all began after receiving my purchase of their 5th U Sectional Couch, Mulberry Protection, and shipping totaling $4,364.96 Order Number VFMXXXXX . Upon setting it up, their couch made cracking noises upon sitting down and was extremely uncomfortable as you felt nothing but thin foam and framing. At first I wanted to do an exchange as they state there is one Free exchange allowed and I was willing to give them another chance, I requested an exchange on 6/15. Then the agent stated that their policy requires for me to exchange to something of equal or greater value. The only options they had were of lesser so I figured to add another random item then they continued to go back and forth with me and told me no i can only exchange for ONE item. Their website provides full details of their return/exchange policy and it states nothing about requiring an exchange of equal or greater value. Then I became frustrated and asked for a return. And I've been trying to get a return scheduled which much difficulty since then. July 7th they sent a 1 man truck for 4 EXTRA LARGE HEAVY FURNITURE BOXES on the 3rd floor of my apartment building. He looked at the boxes and left right away without taking them. Now, I've been going back and forth since then to have this rescheduled before I move and to no avail, they attempted to schedule it for today but they continue to schedule it with the 1 man truck company rather than the original 2 man truck delivery service *********************. They also promised to not charge a restocking fee and will ONLY be charging for the 448.50 for the pickup service charge. They keep giving me the run around with no resolution on its way and all I want is these boxes out of my house and my full refund less the promised 448.50. I'm exhausted with the back and forth and have spent a lot of during work hours in trying to resolve this and trying to deal with work and my pregnancy has not been easy as this is extremely stressful. I need your help thank you.

  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 has been on top of this case and coordinated the request to the courier. Let us know if there's anything else we can do to help.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They've had "managers" be on top of it for over a month now with no resolution and the boxes are sitting in my now empty and moved apartment for over a week now.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  We're sorry that the resolution we provided is not acceptable to you. We have been in constant communication regarding the pick up of item/s for return. We were able to advise that the courier who delivered the item is not available at the moment and looked for other carriers who can cater the pickup asap. We were able to locate another one but are only accepting ground pickups. Since you mentioned that this won't work, we would have to wait for the other courier to be available.

• Initial Complaint

  Date:08/02/2022

  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 the charm bed frame on 5/29 bc the website said it was in stock and would ship by 6/5. There was no word on shipment weeks after 6/5. I reached out on 6/26 and was told it was being transferred between warehouses but never heard back. On 7/6 I requested a refund due to poor transparency from the company and the fact they have so many complaints. I spoke with a rep named Kenneth who assured me the refund would be processed in 7-14 business days. That time frame has since passed and I emailed again on 7/27. I was told the request was forwarded to the finance team. There has been zero word since. They tell you to text for faster response but after waiting all day I just received a text stating text support is not available. The customer service of this company is frankly ridiculous. The people themselves seem pleasant enough but the company is completely dysfunctional and takes your money without delivering goods or a refund. I would like BBB assistance in obtaining a full refund of the $849.94.
  

  Business Response

  Date: 09/15/2022

  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 and provided information about the refund. We will continue to monitor and update you on the status until this case is resolved. Let us know if there's anything else we can help you with.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did receive a call from one of their representatives who was perfectly pleasant. She blamed the lack of a refund on their vendor stating it only allowed one way payments so they can not refund my credit card, which seems somewhat suspicious. She told me they could mail a refund but it would take 30 days. So until I actually see the refund, I am hesitant to fully accept their response. I would say resolution is pending.
  
  
  Business Response /* (4000, 9, 2022/08/19) */
  We will be with you until this case is resolved. The manager handling the order will provide updates about your check and let you know when it is ready to be mailed. Feel free to reach out if you have questions.

• Initial Complaint

  Date:08/01/2022

  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
  Placed Feb 2022
  Approx $4600
  Two couches and several other items
  
  To date (Aug 1, 2022) - one couch and one chair has been delivered. Another couch and ottoman have not been delivered. Valyōu has once, on their own, provided a delivery estimate which came and went with no contact. They are not responsive and are unwilling to provide any clarification about when the item might get shipped. I have asked for generic info (like how many couches generally are getting shipped and where am I at on the waitlist), and they are not providing.
  
  Generally now that I have seen the poor reviews and claims against Valyōu on the BBB site, I would say overall it characterizes my interaction with this company. They are quick to brush the entire situation as a Covid problem (some of which is certainly understandable) without seeming to take any responsibility for actions under their control.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/13) */
  We are as frustrated as you when it comes to delays with shipment. As some of the items in the order were in preorder status, we advise our customers that items may arrive earlier or later than expected. Upon checking, one of our managers has already been in contact with you and checked on other items that you would consider for an exchange. We'll work with you until this case is resolved. Should there be anything else we can do to help, please let us know.
  
  
  Consumer Response /* (3000, 7, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Valyou's response here mirrors well the experience I have had as their customer: it starts and ends with platitudes ("We are as frustrated as you..." and "Should there be anything else we can do to help...") and there is little substance in between. Valyou's behavior has repeatedly shown that they are not willing to be accountable for what is in their control. Instead, they deflect, ignore, and blame others. As is now well documented by other reviewers on the BBB and in news outlets such as **** ("Oahu furniture company faces hundreds of customer complaints over shipping issues, delays"), Valyou's behavior is to reap rewards from their undeniably successful marketing and sales while minimizing and deflecting their role as a Seller. This has unfortunately been my experience as a customer as well.
  
  
  Business Response /* (4000, 9, 2022/08/19) */
  We understand our challenges as a growing company and we acknowledge each feedback, good or bad, and treat them as an opportunity for us to improve our products and services. We hope there's something else we can do to make your experience better. As of yesterday, we have submitted the check refund request as agreed with ******* We have extended a 50% discount on the armchair you received and canceled the unfulfilled items. We will send an update once the check is ready and we'll be with you until this case is resolved.