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Business Profile

Furniture Designers

Valyou

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Designers.

Complaints

Customer Complaints Summary

  • 324 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.

  • Initial Complaint

    Date:07/31/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 last year, and ever since I've had it I've had nothing but issues and subsequent problems resolving issues with this company. When the sofa first arrived, it arrived with a broken piece. I reached out to the company immediately about the issue, and they instructed me to make a warranty claim, which struck me as odd. The furniture arrived broken, and they made me make a warranty complaint. I did as instructed and it took a month or so to receive the replacement part. They sent me the wrong part at first, and then I had to wait some additional time to get the correct part. During this time, I began to notice some additional quality issues with the sofa, such as the fabric pilling very easily. In April of this year, after owing the sofa less than a tea, I sat down on the sofa like normal (without sitting very hard), and the lounge piece fell out from under me. I checked the issue and noticed the base the leg piece screwed into was cut in half. I made a complaint with the warranty department immediately, and I left a negative review on the website. I received a very rude email back in response to my review by an employee. I made an additional complaint about this and my issue was "escalated." I resent pictures (they even asked me to tear the dust cover on the sofa. as requested by the staff and they indicated that they would be scheduling an inspection and repair. They could not initially find an affiliate and my area and offered me a modest amount to find someone to repair the furniture, but I asked why they did not send the replacement piece. They said they would continue to look for a furniture repair shop. After some months of back and forth (including trying to get me to find someone) they finally found a shop. It took an additional month or so to schedule the inspection. When the inspector came, I was blindsided by an email from citing the warranty.

    Business Response

    Date: 09/04/2022

    Business Response /* (1000, 5, 2022/08/13) */
    We ensure that we use quality materials for every piece of furniture that we manufacture. We offer a 12-month Manufacturer's Warranty which covers manufacturer mechanical defects. We also cover items that arrived damaged as stated in our policy posted online at
    https://valyoufurniture.com/pages/warranty-claim. Our records show one of our managers has been in contact with you, discussing the parameters for Warranty Claims. Let us know if there's anything else we can help you with.

  • Initial Complaint

    Date:07/31/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 February 19, 2022. They continue to offer this product and deliver within a month on their website, where they deceive the consumer. For my order, the product was to be delivered by April 24th. Tomorrow is August and month over month they continue to delay the product. And I receive emails from them trying to get me to cancel or to purchase something else. I just want my sectional and that's it. I don't want to be harassed about anything else around canceling or purchasing something else.

    Business Response

    Date: 08/13/2022

    We understand that delays could be frustrating and we are as unhappy as you when it comes to these scenarios. When an item is delayed or we are unable to fulfill the order, we notify our customers and provide options. We understand that you do not wish to change the order to something else. We will continue to monitor our shipment and provide you with an update on your delivery date. Let us know if there's anything else we can help with.

    Business Response

    Date: 09/04/2022

    Business Response /* (1000, 5, 2022/08/13) */
    We understand that delays could be frustrating and we are as unhappy as you when it comes to these scenarios. When an item is delayed or we are unable to fulfill the order, we notify our customers and provide options. We understand that you do not wish to change the order to something else. We will continue to monitor our shipment and provide you with an update on your delivery date. Let us know if there's anything else we can help with.

  • Initial Complaint

    Date:07/29/2022

    Type:Product Issues
    Status:
    Answered
    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 cancelled my order over a month ago and I haven't received my refund yet. Every time I reach out, I'm told to wait 3-5 days or 7-14 days. I've reached out by text and email 10 times in total but I keep getting the runaround. Order ********. Total amount owed to me is $2720.89. $2320.89 for the order I cancelled and $400 for a warranty claim.

    Business Response

    Date: 09/17/2022

    Business Response /* (1000, 5, 2022/08/13) */
    We're sorry that there were some challenges in fulfilling the refund on the platform. Our records show that one of our managers has been on top of this case 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.


    Consumer Response /* (3000, 7, 2022/08/25) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Still no solution. The company is holding $2800 of mine and they keep giving me the runaround.


    Business Response /* (4000, 9, 2022/08/29) */
    We understand that you've been waiting for a check to be issued. Please note that the turnaround time for check processing is 30 days as initially discussed which will be mailed via USPS and would take 3-5 business days for delivery. We'll let you know as soon as the check was mailed out.

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 sofa 3 months ago..
    I still have not received !
    My check for 2000 was cashed!

    Business Response

    Date: 09/04/2022

    Business Response /* (1000, 8, 2022/08/16) */
    We regret that there had been challenges with the delivery of your order. One of our managers reached out and shows that you have agreed to receive a refund for the full amount paid via check. We will continue to monitor and work with you until this case is resolved. Please let us know if there's anything else we can help you with.

  • Initial Complaint

    Date:07/29/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on February 15, 2022 for $2148.95. Estimated time of arrival was for end of March or beginning of April. I contacted the company for updates on the delivery and they extended the delivery date for two more months. I waited and at the end of the two months asked for another delivery update. They said that they would have to extend it for another two months and I asked for a refund and a cancellation. They agreed and canceled my order but I did not receive my refund. I contacted them again and asked the status of the refund after one month and they said that they would not be able to refund at the moment and told me to wait for another two weeks. I mentioned that I would file a dispute with my credit card company and file a complaint to the BBB. They advised me to file a dispute with my credit card company and have their financial services team look at the claim once they receive it. I do not believe this company with refund my money unless further action is taken.

    Business Response

    Date: 09/04/2022

    Business Response /* (1000, 8, 2022/08/17) */
    We fulfill each order based on the estimated date provided however if there would be delays from the manufacturer, our shipping timelines would also be affected. We hate that this order ended in cancellation as we know that this could have been worth the wait. Upon checking, one of our managers reached out and advised that the dispute was received and accepted. If there's anything else we can do to make your experience better, please let us know.

  • Initial Complaint

    Date:07/28/2022

    Type:Product Issues
    Status:
    Unanswered
    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 spent $1999.90 on a sectional in March 2022. Was advised the couch would be delayed indefinitely, so I requested a refund. After a long process of them trying to convince me to swap out for another item, they "processed" the refund on June 21. After waiting 7-14 business days for the refund to "post," (it didn't), I contacted customer service again to inquire. They gave me a series of excuses about their "payment gateway" malfunctioning and told me they could process a refund through PayPal instead. I declined at the time and they told me my refund would take another 7-14 days. That came and went, still no refund.

    I contacted them again, they floated the PayPal option, stating my refund would appear in 3-5 days. That hasn't happened. I contacted them again today and they gave me the same spiel.

    I just want my money back, but they've made it impossible to make forward movement and they've started ignoring me. I have called (the automated menu just cycles through over and over no matter what menu option you choose), emailed, and messaged. All to no avail.

  • Initial Complaint

    Date:07/28/2022

    Type:Product Issues
    Status:
    Unanswered
    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 Valyou Furniture in May which was advertised with an arrival date at the end of June. However, the end of June rolled around and I had received no communication around when I could expect the sofa or if it had been shipped yet. So, I went ahead and emailed their customer service. Their team responded, addressing me by the wrong name, and said that the new estimated delivery date was sometime in late July. I didn't want to wait another full month, so I called and asked them to cancel the order. They informed me the refund would take up to two weeks to process and gave me a gift card for my troubles, which I thought was a nice touch. However, three weeks passed and still no refund. I was even more worried because I had never received an email confirming cancellation, either. Called again, and they said my name was on a list for a refund but it had never been processed?? Don't understand why that would be since I directly asked for a refund three weeks earlier and was promised one. Anyway, this time they said it would be processed within 24-48 hours. Three more days go by, still no refund. I called again. Apparently they were getting errors processing the refund and wanted to know if I had opened a dispute. I paid this bill in MAY, and I have not done anything besides contact the company directly and ask for a refund, and I told them that. So now, an "escalation manager" has to look into this and that will apparently take 1-2 MORE days. At this point, I'm wondering if I will ever receive my OVER $2,000 refund that I requested a month ago, and am frustrated that every interaction I have had with this company I have had to proactively start. Why did no one reach out to me and let me know there was an error processing my refund? Also - how does this error seem to be 'my' fault? Do not buy from this company, I certainly won't be ever again. Their marketing practices are misleading and you will never get your money back.

  • Initial Complaint

    Date:07/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Date of transaction: May 2nd with estimated delivery May 30th. May 30th came and went with no shipping confirmation. I followed up with them multiple times and they said they would NOT be able to give me an estimated delivery date. I was moving to a new apartment and needed the furniture to be delivered before July 30th I thought ordering this ahead was fine since they estimated delivery May 30th. After going back and forth with them from mid May to mid June about my order I decided to cancel on June 18. The request wasn't processed until June 21. I was told a refund would take 14 business days. It is July 28th and I still have not received a refund. I called multiple times when my 14 business days had passed and I was told July 8th my refund would be complete. July 8th came and nothing. I called and they said July 28th is when the refund will be complete and they are expediting the request. It is July 28 and still no refund so I call again and once again they said they are expediting the request. It has been over a MONTH and I have not received any refund. They have asked multiple times if I have filed a complaint with my bank which at the times they asked I did not but I will be today on July 28th.

    Business Response

    Date: 09/07/2022

    Business Response /* (1000, 8, 2022/08/16) */
    We regret that we won't be able to share this wonderful piece of furniture with you, ******** as this order ended up being canceled. We are as unhappy as you when it comes to delays in delivery. Upon checking, a chargeback claim was received from your bank and we have accepted the dispute. 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 you with.


    Consumer Response /* (3000, 10, 2022/08/18) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I was informed on August 2nd that Valyou responded to the claim from my bank. However, after receiving no communication from my bank I contacted the bank for an update. The bank informed me that they have received no response from Valyou as of today August 18th. I responded to an email from Nikki at Valyou saying they are closing my case since they resolved the issue with my bank, which they did not, to tell Valyou the bank has not received a response from them.


    Business Response /* (4000, 12, 2022/08/20) */
    We reached out and provided screenshots that the dispute was accepted from our end. Please note that other parties, such as Visa/Mastercard, are involved whenever a dispute is filed with the bank which makes the entire process longer. Nevertheless, we will investigate as well and coordinate with our Finance department. We'll continue to work with you until this case is resolved.

  • Initial Complaint

    Date:07/27/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Business: Vaylou furniture
    Order number ********

    I ordered the ******* couch on May 9th, the order was on backorder and estimated to be delivered within a couple of months. The delivery date kept being pushed back because it was reported by customer service they are having a delay in restocking.

    On June 25th I decided to just cancel the order. I could not get anyone on a phone call and was being redirected to text the customer service number. I finally requested them to call me so I could confirm my cancellation. The customer service lady called and I demanded that she send me an email regarding my cancellation and when I was expected to receive my refund. My refund was set to be processed on July 18th. However, It never was processed. I contacted customer service again and they emailed me stating they have tried to process my refund and their system is not working. They recommended filing a claim with my bank. To me that tells me they are scams and have no intention of refunding my money. Today they continue to state their system is broken and it will take another 2 weeks to possibly get my refund. Refund owed $2240.34

Valyou is NOT a BBB Accredited Business.

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