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: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.
  

• 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 the 142 inch ******** sectional towards the end of May with an expected delivery of June 29th. I have been reaching out every other day to the company since that date for an update on delivery. I was told that my order was being prioritized and expedited on June 29th. I was also told that it would take 5 days for the order to go from one warehouse to the next. Two weeks later and I'm being told the same things over and over again about it being on its way to the NJ warehouse. I am convinced that this company has been lying about prioritizing this order as well as it being "on its way to the NJ warehouse". It all seems like lies to cover up the fact that they have taken my money, $2300, and did not have the items available. This is theft and fraud. This needs to go beyond the BBB and be reported to the Federal Bureau of Investigations for defrauding the American people. A full audit needs to also be done.
  

• 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.

  May 3 2022 I ordered the ******* sectional sofa. I was told the delivery date was for may 30th. Well May 30th came and still no sofa. I contacted customer service asking for an update on my order ********. They kept saying they were backed up and waiting on shipments to the warehouse. Here June 16th I got tired of getting the run around from them and canceled my order. I was told the funds would be back in my account 7-14 business days. Well no surprise there the 14days past and still no refund. I escalated the issue and spoke with a manager and was told I can receive my money manually via ******. At this point I'm feeling scammed I need my $2,159 NOW!
  

• 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 originally ordered/bought my couch in January 2022 for $2648.36 with the promised it would be in by March, when that wasn't met it was April 2022, by June 2022 my couch had not arrived. They told me it would be another six months before I got it. I asked for a refund while they offered me the same model in a different color I refused. When I asked about another couch they promised this one was in stock and would arrive to me in 2 weeks. The couch cost an additional $1402.66. The couch never arrived, I was promised again I would receive an update and arrive next week, I never received an update or call from management as promised. I asked for a refund, and instead of refunding they keep telling me the manager is going to call me. I need help please, I just want my money back, I want a full refund which is my right. Thank you for your time.
  

• 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 found this company on ****** and I have to say this has been the worst experience I have ever had with any company. I purchased a ******* sofa back in April with an estimated delivery of the end of May beginning of June. Once this time approached and my couch had not been delivered I canceled my order and requested a refund which I was told would only take 7-14 business days. No refund was processed. I filed a claim with my bank and the response from the company was there was no proof of cancelation of my order. So without speaking to the company for about 3 months during my bank claim I decided to give them a call. Someone picked up and I asked about the status of my order since they told my bank I never canceled it I asked them well where is the couch then? She proceeded to tell me that they did issue the refund and that there was an issue processing the refund back to my original mode of payment due to the payment processor used and then asked for my PayPal stating that they could refund me my money that way. Otherwise I had to accept a gift card to the company. But if this was the case why wouldn't they call me over the 3 month period. There was no communication on their end to try to resolve the issue they were just hoping I would let it go or the bank would handle it. Now I have escalated to what they claim to be the manager "Nikki" [email protected]. Who is saying she is processing my refund via PayPal. I'm not asking for anything that exceeds what I deserve as a customer. My refund in the full amount!!! This company is such a scam and they are hoping people cancel orders when they are notified that their items won't be delivered on time. They are also false advertising the estimated delivery for their items. Please don't purchase anything from this company they are located in Hawaii and are scamming people in the states and using ****** to advertise.
  

• 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.