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:07/22/2022

  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.

  On 6/27/22, I placed an online order for a ******** Sectional couch with Valyou Furniture. Shortly after placing the order, I discovered that this company had over 300 complaints filed against them with the BBB, so I contacted Valyou on 6/28/22 and requested my order be cancelled. Shortly thereafter, I noticed that the transaction went through my bank and I was charged $2,183.90. I emailed customer service 2 more times that day requesting that they cancel my order, and by that evening (6/28/22), I received an email from Jeric in customer service stating that he had cancelled my order and I would be refunded $2,183.90 within 7-14 business days. The following is what occurred after 6/28/22:6/29/22 - I received an email from Joy in customer service, saying she cancelled my order6/29/22 - 2 hours after Joy sent me her original email, she sent me another email and asked me to provide her with the email address associated with my ****** account. I thought this was odd since no other vendor has ever asked me for this when they have issued a refund through ******, but I obliged and provided it to her.6/30/22 - Joy emails me again and states they have cancelled my order. 7/5/22 - I send an email to Joy and ask her to confirm that my refund is being processed. I never hear from Joy again. 7/6/22 - I received an email from Krisha, customer service manager, and she says she is processing my refund. 7/7/22 - I email Krisha and ask her for the status of my refund. 7/8/22 - I email Krisha yet again and ask her for the status of my refund.7/10/22 - Krisha finally emails me back and says she is following up with Finance.7/11/22 - I email Krisha again and ask her for the status of my refund.7/12/22 - Krisha emails me back and says she will follow-up with Finance and reprocess the refund. I never hear from Krisha (or anyone else in customer service) again.It is now 7/18/22 - I cancelled my order 3 weeks ago and I still don't have my money back.
  

  Business Response

  Date: 09/02/2022

  Consumer Response /* (2000, 9, 2022/08/11) */
  I did receive my money back a few days after I filed my complaint with the BBB, but only because I filed a dispute with ****** at the same time. Valyou seems incapable of refunding any transactions that were done via ******, so ****** had to contact Valyou and tell them that if they didn't respond to my dispute in "x" amount of days then ****** would refund my money. Valyou then replied back to ****** and essentially told them to refund me. So it was only filing a dispute with ****** that lead to me receiving my money back. This was NOT done because Valyou actually refunded me directly.

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 Chubby Sectional from Valyou furniture on May 21st with an expected delivery date of middle of July. I saw on the website that they expected delivery date would be estimated around the middle of September so I went ahead and cancelled my order on 6/30. I have received zero email notifications that I have cancelled my order, and I have since called the company five times reaching out about a status of my refund. My online order indicates I did pay but does not show it as cancelled. After speaking with several employees they assured me my order was cancelled and I should receive my refund in 7-14 days. I have since called numerous other times and they Customer Support call says to text them for a faster response - so there is no way to talk to an actual person over the phone. After reading additional reviews regarding not getting a refund this company I do not trust that I will get my $3100 back within the timeframe given.
  

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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, never shipped. So after 3-4 months, decided to cancel order, asked for a refund and they said I would get one between 7-14 business days. Its been a month since I asked for the refund and I haven't received anything. Customer service seems to keep brushing me off and saying the same thing: " This refund has already beenescalated over to ourmanagement for processing.You'll definitely be receiving anotification once the refundhas been processed." Then to say " If you can allow us to work onthis up until by Friday at thelatest, we would trulyappreciate it" to just follow up that Friday and say " We do not process refundson a Friday due to somelimitations, so, this will beprocessed by Monday orTuesday." It is Thursday afternoon now and " Kindly allow us 24-48 hours for one of our Managers to be able to reach out to you, I've already sent both escalation ticket. I really appreciate your patience with this order." I am real tired of the waiting ive done for months now (couch then refund). I can only hope to see my money again
  

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 (********) back in January of 2022. The expected delivery date continued to be pushed out with no specific explanation and any time I reached out, the company could not provide an expected arrival date. I requested a refund and cancelled my order on 06/06/2022. The email I received from the customer service stated the refund would appear back on my card within 14 business days and that I'd receive an email before the refund is processed. I've received no email nor the refund and the SMS customer service has not been able to help with when I can expect this refund. I am beginning to think this company is a complete SCAM and I want to escalate this situation to return the $2104.81 to me ASAP. Valyou does not care to resolve the situation and will not help me with this. Please help!
  

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 media console and a lamp from Valyou Furniture on May 31st and received an original delivery estimate of July 6th. They have a return & warranty policy, they appeared to have a responsive customer care team... I'm shocked at the sophistication and complete belligerence. They will stonewall you and hide behind fake policies and steal your money. I've never dealt with anything like this and it's frustrating, and incredibly disheartening to be cheated out of over $1,000. I will never make this mistake again... Prior to the May 31st order I had actually placed an even earlier one, 2 months before that. (Stupid I know but I actually gave them the benefit of the doubt at first). It says on their website that if an item hasn't shipped it's eligible for cancellation no problem. I spoke to someone on the phone, they said 14 days for a refund. It's July 14th and still nothing. I disputed the charge with my credit card company so the likelihood I will receive that back is higher, unfortunately I used my debit card for this other order, so the BBB is my only recourse. Anyway, I've spoken to the company probably over 10 times at this point, I've tried my best to be civil. They'll give you the runaround so much it will make your head spin. I was willing to allow supply chain issues, but this feels entirely different. Their phone number is listed the same in every mail directory. I'm given other phone numbers with extensions to speak to financial people. I don't think a company could be this poorly run without nefarious intent. I saw that HI news article, I don't believe the BBB should continue to give this business a chance. At the same time, I'm concerned the company will just screw enough people and go bankrupt and there will be no one to hold responsible, and no money returned. The cost of furniture is not insignificant, and in this economy... did I mention their also going to offer you a fee after cancellation? On an item that likely didn't exist in the first place...

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 2022. After several delays I cancelled my order and was promised a full refund in 7-14 business days. After that time period came and went, I contacted them again and was told they could not manually process my refund and I would either need to accept PayPal or file a dispute with my bank. I ONLY DESIRE A REFUND OF THE FULL AMOUNT BACK TO MY ORIGINAL FORM OF PAYMENT AS PROMISED.
  

• Initial Complaint

  Date:07/22/2022

  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 the Feathers Sectional from Valyou Furniture in February. When I ordered the couch, I was told it would be delivered in 6 weeks, maybe sooner. 4 months later I was told it would be at least another 2 months so I had to cancel my order. I canceled the order on 6/22 and was told I would be refunded in 7-14 business days. It has now been 19 business and I still have not received my refund. I was told my concern had been escalated last week, but 6 days later I have been told they are investigating my $2,400 refund, which will take another 7-14 days.
  

  Business Response

  Date: 08/10/2022

  Consumer Response /* (2000, 9, 2022/08/09) */
  I disputed the charges with my bank and got a refund through them, so I no longer need a refund from Valyou.

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 ******** sofa and ottoman from Valyou on Feb 21, 2022, for $1,578.58. They originally said it would arrive on April 11th. After months of pushing the date back, I received a delivery confirmation addressed to Tony. Problem is my name is Helen. I wrote back and they said that was sent by mistake on June 11th and they still had no idea when my order would come. I also realized that they had deleted my online account so I could no longer check the status of my order. They also stopped taking phone calls so I was unable to speak to anyone, and I was getting generic responses on their chat. So I wrote and cancelled my order on June 29th, and still have not received a refund. I received a message from a "manager" Samy J***** saying he processed my refund, but did not provide a receipt. I still have not received the refund, and I reached out to their customer service, who told me there was an issue with the processing. This whole thing has been one lie after another, and especially after reading other reviews here, I have little faith they will actually refund me as I believe this company is a scam. I'd appreciate any help I can get from the BBB, as this was a large charge and I really need the money back.
  

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 from Valyou on Feb 12, 2022 (******** Sectional - Beige / 88 inch / Facing Left × 1, EST Delivery Apr 11 - Apr 2). The date was moved 3 times saying they didn't have any of that couch available. I contacted the company 4 times to get estimated arrivals and they would give be a random date and then change that date after it had passed. They eventually said that life May have changed for customers and we could change the order to something in stock. I called and had to change my order to another type of couch (********** Sectional Beige/Facing Left) on June 13, 2022. It got delayed once and then arrived July 5, 2022. The couch cost me $1500 and it is probably worth $100. It doesn't match the description on the website and they sent me the wrong sectional type. I waited 6 months and they gave me the wrong type, even after I changed it. They are trying to charge me to return it. I also checked to see if the originally couch I ordered was still marked as "in stock" and it is. So people are ordering the couch that may or may not exist and then being forced to get a cheaper couch. I would like to report them to prevent this happening to someone else.
  

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 in February and spent $4k+ on 2 couches and an ottoman. They ordered the 6 seater back in March. ETA for other couch kept getting pushed. It was pushed to mid April, then early May, then mid may, then late may / june, then No ETA, to early July. Delivery guys did come early July but they brought the wrong couch. Then they rescheduled to a week after, then canceled it. Rescheduled to today, and canceled it again due to stock issue. Note: Delivery guys had a huge attitude problem and wasted 2 hours of my time because they were trying to figure out if they should bring the couch up the stairs. They spent almost an hour on the phone trying to figure this out and it literally took them 2 minutes to bring the couch up the stairs. Nikki, their manager, kept suggesting to cancel order and refund or order another couch. THEY ALREADY DELIVERED THE 6 seater! Who buys half set of a couch, and buys a different non-matching set? What kind of suggestion is this? This is literally the worst experience.