Business Profile

Furniture Stores

American Signature Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for American Signature Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

900 total complaints in the last 3 years.
300 complaints closed in the last 12 months.

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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:07/14/2022
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.
We had placed and order. Circumstances came about and we had to cancel the order and change the name of the person who will receive the money because the original purchaser had passed away. We are several weeks passed them having all my info and they still have not provided me with my refund for the cancelled order. It’s like they are purposely holding back.
Business Response
Date: 07/15/2022
Dear Mr. ***********,

   We do apologize that this has been your experience with our
company. We want to put forth our very best effort to resolve this complaint.

There is a process in place for when a customer passes a way and how the
refunds are handled. We cannot proceed with a refund of the order until the
proper documentation has been provided. Please provide the following
documentation to the store location:

o Death Certificate AND
o Legal documentation from the Probate Court of the county
where the customer died. –
Typically, the document is titled:
? Letters Testamentary
? Letter of Authority
? Entry relieving the Estate from
Administration or
? Small Estate Administration

     If there are any
questions regarding this documentation, please contact a probate lawyer or the
country probate for assistance or necessary forms. Once the needed forms are
received by the store location, they will send them to the correct people to
process them. Once the information is processed they will be able to issue the
refund at that time.


We apologize for any inconvenience you may have experienced. If you have
any further questions or concerns you may contact the purchasing store location.

Tahnee H***
Resolution Supervisor
Customer Care Team
************
Initial Complaint
Date:07/14/2022
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 purchase a dinning room table in July 2021 and didn’t receive it until November 2021 the table arrived scratched and without the hardware to secure the glass top to the pedestal. I’ve called every month since December 2022 - I’ve been given the runaround stating they have to get the hardware from overseas the store manager has given me the run around even canceling my appointment with the repair company stating they were going to handle it in house, I even asked for the hardware from the display to resolve my issue he stated NO.. it’s been a year and I’m still getting the runaround. The corporate office called the store and got hung up on as did I. This is poor customer Service all over 4 screws and a scratched table . No one accepts responsibility or is held Accountable at this company.. My next step is to talk to the ******** *******
Business Response
Date: 07/14/2022
Dear Mr. *** and Ms. ****,

Thank you for taking my call
today and letting help with your issues.

I apologize we did not provide an exceptional
experience at our store and with the delivery. Thank you for sharing your
concerns, we will address to ensure you have a wonderful experience.

I have set the exchange for you for 8/2/22. I will
follow up with you after the delivery.

We apologize for any
inconvenience you may have experienced. If you have any further questions or concerns,
you may contact our Customer Care Team at ###-###-####.

Sincerely,

Joy
Customer Answer
Date: 08/01/2022
Good evening After further consideration on how I’ve been given the runaround by Value City Furniture I be decided to ask for a refund in the form of a check to which they agreed to a full refund upon return of the table and chairs.. Joy the resolution specialist dodged my phone calls…. I don’t recommend this vendor to anyone ******
Business Response
Date: 08/09/2022
Dear Mr* *** and Ms. ****,

We have authorized the refund
check for you, this will take 7/10 business days to reach the store. Once the
store receives the check, they will reach out to you to pick the check up.

We apologize for any inconvenience
you may have experienced. If you have any further questions or concerns, you
may contact our Customer Care Team at ###-###-####.

Sincerely,

Joy
Customer Answer
Date: 08/19/2022
Yes we received our refund check
Initial Complaint
Date:07/13/2022
Type:Customer Service 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 1/24/2021 entered store with my mother to purchase a recliner. Recliner was needed to sleep in due to severe sleep apnea. Staff was educated regarding my health concerns. Staff was made aware recliner would be used to sleep in. Salesperson Peggy Jo S****** waited on me. Peggy Jo was educated at length regarding my health issues and also the need that the chair have a weight limit high enough to meet my needs. Ms. S****** showed my mother and I several chairs. Each time I asked Ms. S****** the chair weight limit. Ms. S****** was made aware my weight was 360lbs but could go higher due to fluid retention. Ms. S****** told my mother and I the chair we selected had a weight limit of 500lbs. The chair was delivered and almost immediately developed problems. First, the frame cracked and needed repairs. Then the "mechanism" (the metal frame underneath) bent in several places. The mechanism has needed repairs twice now. The chair was just repaired (mechanism) a few months back and it currently needs repaired again because the mechanism is bent (again). I called the store for the last repair and the manager said they'd just repair the chair again. For this repair I called the corporate office and was told the only option was to file a claim through the extended warranty. I explained that the salesperson had lied and said the chair had a 500lb weight limit. The listed weight limit on the website was 360lbs. The supervisor said that the salespeople are encouraged to be honest and the chair might have been made by a different manufacturer when I purchased it so the weight limit might have changed. She did not accept any responsibility for the deceptive sales practice of her employees. She also told me that sleeping in the chair was outside the scope of use for the chair and so they weren't responsible. No one told us I couldn't sleep in the chair when I purchased it. I have medical documents that show I do not move when I sleep.
Business Response
Date: 07/14/2022
Dear Mr. and Ms. ******,

We apologize
we did not provide an exceptional experience at our store. Thank you for
sharing your concerns, we will address to ensure you have a wonderful
experience.

You are out
of the one year warranty. You will need to follow the policy and file with Pure
Promise and once this is done, if the claim is denied you can call the store location
to work with them to use the instore credit. You can call #*************

***** **** ** *** ******* *********** *** **** ********

**** * ******
****** ** **** ** ********* ** ******
**** ******** ******* *** **** ******* *** *****
****** **************
******** *****************

**** ***** ****** ** **********

We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact our
Customer Care Team at *************

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 07/15/2022
I am rejecting this response because:

Regarding Value City' response, using the warranty is not a sufficient reply. Their employee (Ms. S******) falsely represented the chair. I would not have purchased the chair if I was told that the weight limit was only 360lbs. Ms. S****** represented that the chair weight limit was 500lbs and made a deliberate show of checking on this fact. Ms. S****** was told clearly by myself and my mother (who was present for all parts of the sale) that the chair weight limit needed to be at least 500lbs. Ms S****** was asked multiple times and each time assured us the weight limit was 500lbs.

When I brought Ms. S******'s deliberate deception to the attention of the supervisor from the corporate "customer service" line, the supervisor suggested that the chair may have been made by a different supplier when I purchased it and so may have been accurately described as having a 500lb weight limit when I purchased it. This is an absolutely false statement. I have spoken to two people with extensive experience selling furniture. Both of these people would testify, should this go to court. These experts told me (and provided sources) that any chair of the size that I bought from Ms. S****** simply could not support 500lbs. Chairs designed to support 500lbs are bigger dimensionally by necessity. The frames are larger and reinforced, at times with 7 gauge steel. Also, chairs that support 500lbs are made using 7 gauge steel for their mechanisms. All the steel under the chair I bought from Value City was measured with digital calipers and found to be approximately 9/64 inch thick, or the exact measurement of 10 gauge steel. This gauge of steel (10 gauge, for clarification) would support about 350lbs. The chair I purchased from Value City never, at any time, supported 500lbs.

I do not appreciate the deceptive nature of Value City Furniture. I was deliberately misled and the corporate office shows no remorse. Using the extended warranty is unacceptable because the chair ultimately is not what I was told by the sales "professional". I do not feel I should be inconvenienced any more. The sale of the warranty and the chair were both completed under false pretenses.

I want my money refunded. If they insist that I contact the warranty company, I will do so in order to inform them that Value City's sales practices are generating a liability for the warranty company. I have evidence to support my account. I have a letter already typed to send to the State AG and I have the contact info for the Federal Trade commission. I will send the letter and contact the FTC if this isn't resolved timely and appropriately. I did nothing wrong. I was victimized and I don't appreciate it.

Regards,

***** ******
Business Response
Date: 07/18/2022
Dear Mr. and Ms. ******,

We do apologize that this has been your experience
with our company. We want to put forth our very best effort to resolve this complaint.

After speaking with the store manager, we
are in agreeance that as we do not carry an item that will fit your needs. We
will allow for a return for refund. Please contact the store location or customer
care to set up for our team to come out and pick up the chair.

Once the item has been returned
to the store location, we will submit the full and complete refund back to the master
card you paid with of $691.50. The additional $100 that was paid in cash can be
picked up at the store location after the item is returned. This will represent
the full and complete refund of $791.50 that you paid for this chair.

We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact your
purchasing store location or our Customer Care Team at ###-###-####.

Sincerely,

Tahnee H***
Resolution Supervisor
Customer Care Team
###-###-####
Customer Answer
Date: 07/21/2022
I accept the business's response to resolve this complaint.

Regards,

***** ******
Initial Complaint
Date:07/12/2022
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 purchased a couch from Value City Furniture 5/30 and had the items delivered 6/2. My total purchase out the door was a little over $3,000 which wouldn’t have been that high if I hadn’t purchased the Furniture warranty. I wasn’t going to purchase the warranty because I figured it would be a waste but my sales woman talked me into it said it covered anything and everything about the furniture. I know for a fact that we had a full conversation about the warranty, because I told her how upset I was with the Ashley furniture coverage and when I needed it it covered nothing. So I purchased the $359.99 insurance. Over the past 3 weeks I have not been happy with the furniture. It tips very easy, the leather is breaking down poorly and the corners are poking into my back. The recliner motor already sounds like it’s making noises, and today my dog jumped off the couch and the upper part of the recliner wood snapped. So it’s now just loosely hanging in the fabric. Value city says they only return furniture up to 7 days. But now my couch is broken and they are saying because my dog did it it isn’t covered either. What I don’t understand is why this recliner is falling apart so quickly, it’s clearly very poorly made. And I know that I would have told my sales person I had dogs because I went couch shopping specially to buy a couch for my dogs to be able to fit on it with me. So now it just seems that I’m going to be stuck paying 3k for nothing, I want to return this couch and I want a refund for the purchase
Business Response
Date: 07/13/2022
Dear Ms. *******,

   We do apologize that this has been your experience with our
company. We want to put forth our very best effort to resolve this complaint.


The one-year manufactures warranty through Value City only covers
defects in the craftsmanship of the item from the manufacturing process. It
does not cover accidental damage such as that caused by a pet. The extended
warranty you paid for is through a separate and third-party company called
******** ** ***** *******. They have their own sets of terms and conditions and
we cannot insist they either provide service or approve a claim. I have
attached a copy of their terms and conditions.


As the item has been damaged by your pet, we will not allow a return for
refund. What we can do is issue a refund for the cost of the extended warranty.
If you accept, this will cancel the extended warranty. Please reach out to the
purchasing store location or customer care if you want the extended warranty
canceled and refunded.


We apologize for any inconvenience you may have experienced. If you have
any further questions or concerns you may contact our Customer Care Team at
###-###-#### or your purchasing store location.

Tahnee H***
Resolution Supervisor
Customer Care Team
###-###-####
Customer Answer
Date: 07/25/2022
I accept the business's response to resolve this complaint.

Regards,

******** *******
Initial Complaint
Date:07/12/2022
Type:Delivery 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.
Ordered a sofa, chair, and coffee table in August 2021. Multiple delays, but delivery of sofa and chair in December 2021. April 2021 called to complain about poor quality. Was told that it would be filed with the service company but no visit- a reselection would be ordered since the same issues were happening with the set in the showroom. It took 5 (!) weeks to get a service appointment after several calls. Each time no one remembered me and I had to start from scratch. Service was horrible to work with and told me they would shave my sofa. I called again to complain and was told they never should have visited. I went to the store to choose the new set and a sofa was there but no other information was available to the manager because it was "too new." Manager promised to email information but then never responded. I finally called corporate to get a correction and after several messages with them, they finally got everything straightened out and called to tell me yesterday that on Thursday, I would have the old set picked up and the new set delivered. I rearranged my schedule for a this Thursday to accommodate that. Then the Mechanicsburg store called today to tell me that no, they couldn't do it Thursday but Saturday. I will be on vacation on Saturday and explained I was told Thursday. I got transferred to corporate again, where I was told it was Saturday....pretty rudely. I now no longer want either set and need to have my account fully credited and the old set picked up.
Business Response
Date: 07/14/2022
Dear Ms. *****,

   We do apologize that this has been your experience with our
company. We want to put forth our very best effort to resolve this complaint.


Per our information the original set was delivered on 12-03-2021. At Value
City Furniture we have a 7-day return policy after the original item was
delivered. After this original 7 days items cannot be returned for a refund. You contacted us in April to set service. At
the time of this initial contact the item had been in the home for over four
months.


The information listed on our website states under the service
information for the one-year warranty states that if the item cannot be repaired
to factory specifications, the item will be replaced with the same or comparable
merchandise. If the same item is not available Value City Furniture will issue
and instore credit for towards new merchandise. This policy does not state that
we will allow the return for refund.


As the item was in home outside of the 7-day return policy the only
option is to proceed with the current reselection. The item was likely delayed
from the vendor which is why the date was changed for the delivery. If the date
of 7-16-22 does not work, please reach out to the store location to change the
date.


We apologize for any inconvenience you may have experienced. If you have
any further questions or concerns you may contact our Customer Care Team at
###-###-#### or your purchasing store location.

Tahnee H***
Resolution Supervisor
Customer Care Team
###-###-####
Customer Answer
Date: 07/16/2022
I am rejecting this response because the policy should be irrelevant in this case. I have tried to work with your company countless times to get this resolved and my policy is that I won't patronize a company which has bullied me. Even now- the store has called me 3 times after I said I couldn't take delivery today to set it up. I was told they will no longer talk to me because I filed with the BBB. Then someone else called and said no, to call the store. Pardon me while I pick my jaw up off the floor...
Initial Complaint
Date:07/12/2022
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 ordered furniture in December. I ordered furniture for the living room, bedroom and a mattress. The mattress has been a problem since I got it. They have sent several "technicians' out and none of them have been able to stop the popping of the mattress. I can't sleep on it it. Now they are saying that there's nothing wrong with the mattress. I have to pay for something that I can't use.
Business Response
Date: 07/13/2022
Dear Ms. *******,

We do apologize that this has been your experience with our
company. We want to put forth our very best effort to resolve this complaint.

Per our information the service that was
completed on 4-18-22 stated that there was a 2-inch depression in the mattress.
Inner spring mattresses must be at leave 1.5 inches to be considered defective.
Per this information the mattress is defective. You can reselect to a new mattress.
The box spring does not need to be replaced. You paid $245.27 for the mattress
alone and will have this amount to reselect with. If the mattress you reselect
to is more expensive you will be responsible for the additional amount. The
current mattress will be returned when the new item is delivered.

We apologize for any inconvenience you may have experienced. If you have
any further questions or concerns you may contact our Customer Care Team at
###-###-#### or your purchasing store location.

Tahnee H***
Resolution Supervisor
Customer Care Team
###-###-####
Initial Complaint
Date:07/12/2022
Type:Customer Service 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 purchased a canopy bed, a fireplace and a dresser on 5/14/22 it was delivered on 5/31/22. When the 1st delivery guy came in he asked why did I order this ugly bed and that they hate putting this bed together. Ok whatever, I guess I might have been crabby too if I was delivering in 90 degree weather.I stepped out of the room because I had a phone call when I came back they had leaned the canopy against the wall of my new condo and left an ugly deep scratch. I took a picture. Then they broke down all of the boxes and styrofoam and left a mess no to mention one of them had black oil on the bottom of his shoes. There was also a whole in my headboard. I was also told that they did not have screws to put my headboard on with. The two guys and a girl that cam here left my condo a mess. I sent pictures to value city they said some one would repair my wall. I waited it too this guy Shiva over a week to call me which he was supposed to call me the next day. He asked me if I had the paint for my wall I said yes. The builders had left me some paint. He said he would call me back and let me know when someone would be able to come out. I waited all day nothing I stepped out for dinner and he calls me a 7pm to tell me someone was at my home. I not sure if they really came but if they did the did not ring my doorbell l. I have a doorbell camera. No on has been back since. The have promised me many time that they were going to send someone and All I have gotten was excuses today the store manger Chad offered me 20.00 really after all I have been through I am filing my complaint with this store because this is where I bought it when I told them what happened no one from here has retired to help me either and this is where I spent my 3000.00
Business Response
Date: 07/14/2022
Dear Ms. ********,

We apologize
we did not provide an exceptional experience at our store and with the
delivery. Thank you for sharing your concerns, we will address to ensure
you have a wonderful experience.

We see the
Rapid Response has been working to get the wall damage fixed for you.

Please call
Shiva back and work with them on getting the date and timeframe.

We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact our
Customer Care Team at ###-###-####.

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 07/21/2022
I am rejecting this response because: Shiva has been the root of this problem to begin with stop forcing people too work with some one who lies and does everything possible not to do his job. If you look at the notes you will see I spoke with customer care many times and they did nothing but force me to wait forShiva. Who never did his job. Lucky for me this complaint did prompt someone else from rapid response to call me and it got done with in two days. My wall did get repaired finally. This has been an awful experience while my issue has been resolved finally your lack luster response is not accepted. And does not make up for all the drama and stress I have been through these last 3 months. This place should not be called Value city it should be called Shiva’s when I fell like it furniture.
Regards,
******* ********
Initial Complaint
Date:07/12/2022
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.
2/27/2022; $2,052

I purchased a loveseat, chaise attachment and chair. The chair was delivered without incident. The loveseat and chaise attachment has been delivered twice and has been incorrect both times. A third delivery was scheduled for 7/19. I just received a call saying it will now be pushed back to 8/11. I would like a refund on all of my items and for them to take the chair back since I purchased as a matching set.
Business Response
Date: 07/13/2022
Dear Ms. ******,

We apologize
we did not provide an exceptional experience at our store and with the
delivery. Thank you for sharing your concerns, we will address to ensure
you have a wonderful experience.

I have
canceled the items and refunded the card, this can take 3/5 business days to
reflect.

I set up a
pick up for as well on 7/21/22. Once the chair is picked up we can refund the
remaining balance.

We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact our
Customer Care Team at ###-###-####.

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 07/13/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint as long as they follow through with pickup and refund of the chair.

Regards,

Heather ******
Initial Complaint
Date:07/12/2022
Type:Customer Service 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.
My husband and I ordered furniture from Value City (sofa and loveseat) on 5/28/2022 with a delivery of 6/1/2022. After delivery we noticed our loveseat had a gap on one side which did not match the other side that was secure. We also noticed that our floor had been scratched and noticed a protruding piece under the loveseat. We reached out to customer service to voice our complaints and were informed that someone would be out to look at our loveseat. A team member came out to our home on 6/10/22 to inspect our loveseat and I formed that he would report what he saw and someone would be in touch with us (team member did not discuss scratches on floor). Follow up never happened and I reached out to customer service yet again on 6/21/22 and was assisted by a service member after explaining the difficulties we were having. On 6/21/22 team member set up delivery of new love seat on 6/28/22 and provided me with an email to send pictures of floor damage. On 6/28/22 delivery was brought to me home however it was incorrect so delivery team left informing that they would let headquarters know and we would be receiving a call. On 6/28/22 I contacted headquarters as my husband and I are now being give the run around I expressed my displeasure with the customer service being given and was told I would be receiving a call back which did not happen. I also emailed photos of my floor damage which have not been addressed or receipt acknowledged. My husband and I have called value city numerous times since 6/28/22 with the most recent call being today 7/12/22 and we have received no support or sufficient customer just team members informing that “someone” will call us back. Throughout this whole ordeal my husband and I have have to take off work to accommodate deliveries which has been an extreme inconvenience without resolve. This has been one of the most unpleasant customer service experiences I have encountered.
Business Response
Date: 07/15/2022
Dear Ms. ******** *****

Our intentions for our customers, is to have a
pleasant purchasing experience with us and understand it is an exciting time. Therefore,
please accept our apologies for the issues you have had with your Monte Carlo Living
Room set.

I would like to address each issue that you presented.
It does appear that a Sofa and not a Love Seat was set up to be exchanged on 6-28-22.
I have set up for the Love Seat to be exchanged on Tuesday 8-2-22 as this is
the soonest date that would be available. If this date does not work, we can
change it for a date after 8-2-22 to have this exchanged.

As for the damages done to your floor during the delivery,
I did submit a form that has been forwarded to our insurance company and a
representative will be reaching out within 10 business days to inform you of
the next steps regarding this. The claim was submitted under the invoice information:
***** ****** contact phone number ###-###-#### and email *********************. They may reach
out via phone or email so please watch this email address and check the spam inbox
as well.

I would be happy to discuss compensation for your
overall experience with the company, which is separate from the floor damage
issue, however, I would like to wait until the exchange of the Love Seat is
completed to ensure this was a satisfactory delivery and there were no further
issues. If the exchange delivery date of 8-2-22 works for you,
then I would be able to follow up with you on Wednesday 8-3-22 at the
###-###-#### number, to discuss the compensation and verify everything was done
correctly during the delivery.

We apologize again for this inconvenience and overall experience.
If you have any further questions or concerns you may contact Customer Care at
###-###-#### Monday-Friday 9AM-7PM EST and Saturday 9AM-6PM EST.

Sincerely,

Tracy C*****
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 07/26/2022
A tentative date has been give for delivery on 8/6/22 and I look forward to hearing from value city for follow up as stated in the response.

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