I am very upset with this "company". Here is a basic rundown of what has been going on and the phone conversation that I had with a customer service rep. Last night.
I purchased furniture from Value City in Brook Park, OH in December. We also purchased a Stainsafe warranty with the furniture which covers any type of fluid spill including bodily fluids and animal fluids for 7 years. This past July our cat urinated on our sectional. I called Value City to have them send out a technician to file a claim. The tech. Came and filled out some paperwork. He then took some pictures and said it would be about 2 weeks till they could get the cushions replaced. Well a month later I called Value City and was told that they filed the claim but have not heard anything and I should call back in a week or so. I went through this with them till a week ago when I finally called Stainsafe only to find out that Value City had been lying to me and they never filed a claim. When I called Value City back, I spoke with a manager who said "We are sending the information over to them right now. I don't know why it wasn't sent before, but don't worry, this is happening to a lot of our customers right now. So don't worry, you aren't the only one with this problem." Well that wasn't the kind of response I expected to hear from them. So that brings me to last night. I just called Stainsafe again to confirm that the claim has been filed. Well they never received the paperwork. So Stainsafe finally filed their own claim to get the ball rolling but still needs the paperwork from Value City.
So I called Value City back and asked to speak to a manager to find out why I was lied to for the 5th time so far. I was told that I did not need to speak to a manager and that the secretary who I was talking to could answer my question. When I asked if I could still speak with a manager she told me that she will help me and there is no need to speak with anyone else. At this point she started getting a very rude attitude with me. She claims that Stainsafe is the one who screwed up. Value City faxed over all of the required information. I asked if they bothered to confirm that the fax was received by Stainsafe and was told "Well I am sure that someone checked up on this." I then explained that I have been lied to a number of times before from Value City and she said, "I doubt that we were lying to you. You must have misunderstood us." So I then asked if they are faxing over the information for the 3rd time and was told that it is being faxed as we speak. I told her what the manager said about this being a wide spread problem and she said "I highly doubt he said something like that. Our records show that you spoke with a female supervisor." I told her that I spoke to a male and I am pretty sure his name was Michael. She then got an attitude with me again and said. "Well either way it is being taken care of right now. I don't know what else you want me to do for you." I asked her if she was going to confirm that the fax was received by Stainsafe and she said "Well you can call them tomorrow to check." I replied "So you guys don't really care then if this is taken care of or not?" She replied "Well what do you want me to do, call them and check?" I said "Yes, that would be appreciated since I have been doing more work then your company has in getting this resolved. She then said "OK fine, what is their number." I told her what it was and she then said "Oh, you don't have a specific number? Just the main help line?" I said yes. She then exhaled very loud and said "Well ok then, what number am I supposed to reach you at?" I gave her my number and then there was a moment of silence before she said "And your name would be...?" So I gave her my name and she said "OK bye."
Five minutes later I got a call and when I picked up I heard "I just called them and they said it takes 48 hours to process the fax and they won't tell me if they got it so you are going to have to call them in a couple days to see if it was processed or not." This lady was extremely rude and un-professional. I cannot believe that Value City accepts this kind of behavior from their employees when dealing with a customer. Especially since I never once yelled or showed her any sign of disrespect.
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