Complaints

This profile includes complaints for Valencia Theater Seating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valencia Theater Seating

  871 Progress Ct Oakville, ON L6L 2K4

• 

  Valencia Theater Seating

  1193 N Service Rd W Oakville, ON L6M 2V8

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:15/04/2025

  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.

  I placed an order for the "Prize Wood Bed Frame" on January 22, 2025, through Valencia Theater Seating’s Canadian website. The initial delivery estimate was mid-April, which was acceptable as we were moving into a new home in March.
  
  After several follow-ups on the status of the order, the ETA was pushed to mid-May, and then again to August–September, citing QC issues. I only found this out because I kept chasing them for updates—they never proactively informed me. This represents a delay of nearly 8 months from the original order date.
  
  To make matters worse:
  
  Their website still advertises the product with a July ETA for new orders, which is misleading.
  
  A representative called me today and said there are no options except waiting or canceling, and that they are not authorized to offer any compensation.
  
  ** **** *** **** ****** ** *** *** **** *** **** * ***** ******* * **** *** ****** ***** **** ******* ******** *** ** **** ********** ****** ** **** ******** ******* *** ********** * **** **** ******** ** ** **** *********** *** ***** **** ************** ***** ************ *** ************ ******** ********

  Business Response

  Date: 29/04/2025

  We are sorry for the delay with your order. At our company, we prioritize delivering high-quality products to our customers. We have canceled your order and issued a full refund.
  
  If you have any questions, please feel free to contact us through our ticket system. Thank you for your understanding.

• Initial Complaint

  Date:01/04/2025

  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.

  I ordered a sofa and two chairs from Valencia 2/20/2025. The original date for delivery of the sofa was the end of February 2025 per advertisement. The two chairs were given a date of May 2025. March 25, 2025 the couch and 1 (one chair) was delivered with the second chair to be delivered March 28,2025. On March 28 the second chair was delivered however the wrong color( caramel.) i immediately contacted the store, complained and a manager contacted me the next day March 29, stating se would have a response thst evening. I have received no call no resolution as to when the chair would be delivered. I have called, left messages have voluminous email correspondence spoken with customer service reps no one can assist, no one has answers. Called today 4/1/2025 was told again someone would respond -no response to my request to find out about my chair replacement.

  Business Response

  Date: 25/04/2025

  This has been resolved with customer.

  Valencia created a replacement order for the customer.

  Customer Answer

  Date: 25/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still waiting for my replacement as company states. The time frame  is unacceptable as I stated to company. Company offered $100.00 ****** gift card to drop complaint. I stated once I receive my chair I will have resolution. 
  

  I email weekly requesting an update or notifying company of issues with my current chair. I was told via email my chair would be delivered early June no date.  I purchased the items in February and now I must wait until June.  I had to request cleaner for existing chair as it had an obvious blue check mark on the back.

  i am not happy with the time frame and there has been no resolve

  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 30/04/2025

  The replacement chair has arrived at our warehouse and we are releasing the order now and will ship out soon. We will update the tracking information to customer by email soon. 

  Customer Answer

  Date: 30/04/2025

  
  
  Complaint: 23144845
  
  
  
  I am rejecting this response because:

  I will not accept until I receive my chair, the right color and no defects 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:02/01/2025

  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.

  Purchased 2 love seats and Center console. At the time there seemed to be few complaints in reviews on the web. Since then I had the low voltage for leds and usb power fail on one chair. Valencia offered to sell me a new one which I found aggravating but I did purchase it. Since then all chair controls have now failed on the low voltage side. No power to usb and no power to leds. Expensive chairs advertised as luxury items. Electronics are very poor quality ***** ** *** * ******* ********* ** *** ****

  Customer Answer

  Date: 26/01/2025

  I have been contacted by Valencia Seating and resolved the complaint 

• Initial Complaint

  Date:02/01/2025

  Type:Billing 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 Valencia Chloe Leather Sofa on December 2, 2024 (Order 19039). On December 21, the delivery company attempted to deliver the sofa. I even went downstairs to assist the delivery team in bringing it to my apartment. The building concierge, the delivery personnel, and I all tried to fit the sofa into the elevator, but we were unable to. The box was much larger than what I had been told by the delivery personnel on the phone.
  
  The delivery driver informed me that they would take the sofa back and that Valencia would issue a refund for the delivery. They asked me to sign their delivery paper and make a note about why the couch couldn't be delivered. However, to my surprise, I have now been charged a CA$752 fee on my order of CA$2,257.49.
  
  Given the circumstances, this situation feels like a miscommunication, and I am left feeling that this may be an act of bad faith on the company's part. It's worth mentioning that Valencia has different policies on their main website compared to their ******* checkout, which could mislead customers.
  
  I would appreciate immediate clarification on this charge, as well as assistance in resolving this issue fairly.

  Customer Answer

  Date: 30/01/2025

  I wanted to reach out to let you know that after opening my case with the BBB, ******* **** ****** ******* ******, exchaging 16 emails, and making 3 phone calls, Valencia Theater Seating finally contacted me. They even decided to issue a full refund instead of the partial amount they initially offered. I truly appreciate the work you and your organization do to protect consumers in Canada from corporate *****.

• Initial Complaint

  Date:10/12/2024

  Type:Sales and Advertising 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 am writing to express my disappointment with the handling of my furniture order placed on November 26. I received an order confirmation the same day and was assured by customer service on December 2 that the order had been released from the warehouse on November 28. Based on this, I sold my old furniture. On December 4, I was informed the item was out of stock and offered a refund or a higher-priced alternative with no price match. A customer service manager promised on December 5 to check for an open-box option and update me by December 6, but I received no response. On December 9, I was finally told no open-box options were available, leaving me without a resolution and unable to benefit from Black Friday or Cyber Monday deals. I request immediate action to resolve this issue.

  Customer Answer

  Date: 17/01/2025

  My complaint was regarding Valencia Theater Seating. After submitting my complaint, their customer relations manager reached out and resolved the issue in the best possible way. * **** ****** **** ** **** ******
  I am satisfied with the resolution.

• Initial Complaint

  Date:27/11/2024

  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 bought a tray table as an accessory for the chair I purchased. The tray table is marketed as being carbon fiber, which is the main reason I bought it because it would match the carbon fiber on my chair. The front of the box even says “carbon fiber product” with a picture of a true carbon fiber weave beside it. However, the tray table is actually just cheap plastic with an overlay that is meant to give it a carbon fiber look. It has absolutely no carbon fiber whatsoever. I am seeking a refund for the cost of the tray that was falsely marketed to me. I have emailed the company and tried to leave a review on their website but they have not emailed me back or posted my review publicly.

  Business Response

  Date: 26/12/2024

  Hi BBB Team,

  Valencia Theater Seating did not receive any complaint through our direct website, this was the first we heard of this issue was this complaint to BBB.

  Customer is complaining about a single Tray Table Accessory that I have attached a photo of worth $79.99+ tax, as seen in photo attached.

  As soon as Valencia Theater Seating received this complaint the BBB

  We have called this customer several times, sent a few texts, and 3 emails.

  This customer is not responding to any of our attempts to contact him.

  We will refund this Cx for the Tray Table $79.99+ tax once he responds back to resolve this.

  For your records,

  Customer did not pay $1951.17 for a single tray table from us,

  that was the cost of his chairs order

  We at Valencia tried everything to try resolve this issue for this customer

  From,
  Bethany P.Valencia Theater Seating Management

   

• Initial Complaint

  Date:25/11/2024

  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.

  Poor product and service. 11/3/24: I purchased the ****** Full Aniline Leather modular loveseat (2-pieces) with "high-resilience polyurethane foam" and "down feather filled" seat and back. 11/14: Both boxes arrived with observable damage. Once unboxed, the seat cushions' leather was very relaxed (not full) and the seats were stiff. The visual & physical properties were not as depicted or described on their site. Also, there was an indentation, scratches, discoloration, & a cartoon fish sticker located in the seat cushion of 1 piece. 11/15: I called customer service (CS) to request a refund. 11/16: I received an email asking that I provide pictures (pictures provided the same day). I continued to email & call CS to inquire on the status of my refund request. There was no answer my question. 11/19: I contacted CS. I was told that Manager "Nila" called me 1 hr. earlier but I didn't answer (not true!). While refuting that information, CS "Bethany" called me on the other line. Bethany said she would escalate my request with Nila. 11/20: I missed Nila's call; however, I returned her call within 9 minutes. Nila didn't answer & I couldn't leave a voicemail due to her full mailbox. I called again 4x that day but didn't reach her. 11/21: I called Nila several times but didn't reach her. I called CS. Again, Bethany said she would escalate my concern. 11/22: I called Nila 3x before I called CS. Bethany became defensive when I asked if there was another manager I could contact. She would not answer my question. Shortly thereafter, Nila returned my call. Nila said that for a refund, I could return the loveseat, at my cost or they could replace the damaged item for free. I challenged why I have to pay to return the damaged, low quality item. Nila said it was policy (Note: The policy is ambiguous). I asked for 1 hour to explore my options. Nila said she would call me back in 1 hr. She has not called back. Resolution: I would like return the items at no cost to me & a full refund.

  Business Response

  Date: 04/12/2024

  I called the customer on November 29th to inform her that we have agreed to refund her the full amount for the purchase of the sofa she made with our company . As the customer has possession of the sofa , I told her that the shipping company has been advised and they will call her to pick up the item from her home . She was also advised that once we receive the sofa back into our warehouse , the refund will be issued without a restocking fee. Our policy is , that the customer is responsible for the restocking and shipping charge. We have waived that fee as a good will gesture to her . 

  Once the sofa arrives back into our warehouse , a full refund will be given back to her . 

   

  Customer Answer

  Date: 12/12/2024

  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  I ordered a sofa from the lifestyle section of Valencia theatre seating. This Sofia was ordered July 30th with an estimated time of delivery 12-16 weeks. Initially I got a phone call after the order trying to upgrade the care package in this order, we were not interested. Weeks had gone by, there is no way of checking the status of this order so I emailed asking from an ETA, they said it would be in the warehouse October 10th. Well October 10th came and went so I emailed again, they changed it to November 10th. This seemed to me like it was starting to sound like a scam, No communication with me except when I emailed them to let me know the situation. I just emailed yesterday (November 3) and now it has changed to the end of January. That is over 26 weeks from the initial purchase. I understand sometimes there are delays with manufacturing, my problem is the lack of communication from this company, if I hadn’t initiated the emails, I would not have received any correspondence letting me know the delay. This is horrible customer service, better communication and transparency is essential.

  Business Response

  Date: 04/11/2024

  Customer has been contacted with an apology for the delay.

  Their order will be shipped this week and customer will be provided with shipping tracking information. 

  Thanks,

  Peter

  Customer Answer

  Date: 26/11/2024

  We ordered a sofa July 30th on Valencia Theatre seating website. It said 12-16 weeks for delivery. They kept changing the date by months. Finally November I ****** * ****** ** *** ***** **** ******* *** had a call from Peter. He said he found a couch that could be delivered. We paid the rest which added up to be 2519.68, November 22 we got a text the couch was going to finally be delivered. They sent a completely different couch. I emailed right away, got the run around again, asking if we could give him until tomorrow morning (today). Have not heard from them. I want my money back. *** ********** ** **** ******* ** ** *********

• Initial Complaint

  Date:01/11/2024

  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.

  On 26th November, 2023, I paid for a Light Grey Color sofa expected delivery mid January, 2024. The sofa arrived on 21st March, 2024. However the advertised light gray color appeared like dark gray and did not fit. On 28th March, 2024; the gray sofa was returned with restock fee paid, and at same time I paid for ******* Dining Chairs, and a replacement Beige color sofa, both for delivery May, 2024.
  
  The two orders did not arrive in May. And following months, I made efforts to engage with Customer service to confirm status / delivery of the orders. And on all occasions experienced; delayed responses, and confusing assurances to deliver - that were never met.
  
  On October 1st, 2024, I decided to cancel Order for the ******* dining Chairs, which was accepted, however the promised refund on payment is yet received.
  
  Engagements with Customer service staffs / manager at respective times - proved them unaware of status of my order. Latest contact was with Naila (Customer Service Manager) on Tuesday 14th October, 2024 who assured in quote, that "The sofa has left warehouse and on to the shippers. Expected to arrive in 2 to 3 weeks. However, **** have put express delivery status on the order, for white glove delivery within 1 to 2 weeks".
  
  Till today no feedback from Naila on the shipping, no status update, no sofa delivered. ** ***** **** * ** ***** ******* ** * ****** ** ******* ** ******** ******* ******* ********
  
  I would have long purchased another sofa, and made claim for refund of the paid sofa including compensation for the sad, disappointment, frustrating, and distressful experience by Valencia theatre company actions.
  
  ****** ******* **** ******** ****** ***** ************ ** **** *** *** ******** ******* ** ****** **** ** ******* ****** ***** ********* **** ** ******* **** *************** ************ *** *********** ********** * ** *** ******** ** *** ***** ************ ******* ** *** ****** * ***** ** *** ******* ********* ********** *** ******** ********

• Initial Complaint

  Date:07/10/2024

  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.

  Dear Better Business Bureau,
  This letter is to formally dispute an unfair return charge imposed by Valencia Theater Seating regarding order number *****, a couch purchased on September 16, 2024, and delivered on September 30, 2024.
  The total amount for the couch is $2,463.52. Valencia advertises a 30-day free return policy if customers are dissatisfied with their purchase. We found the couch to be extremely uncomfortable and initiated a return within the 30-day window (on the day we literally received the couch).
  Despite their advertised return policy, Valencia is attempting to charge us $750 to return the couch. While they initially quoted $875, they reduced the fee after we protested. ******** ** ******* **** *** ****** *** ** ************ ***** ***** ********** ******.
  Furthermore, Valencia explicitly states on their ****** page that they offer free returns within 30 days for a full refund. **** *********** ******* ***** ****** ****** *** *** ****** ******** ** ***** ******* ** ********** *** ****** ** ********* *** ******** ******** **** ****.
  Adding to this, it is ********* difficult to locate any information about their return policy on their website. **** **** ** ************ ***** ** ********* *** ********* ** ********** ***** ****** *** *********** ********* ******** ** **** ******** ****** ** *** ***** ************* *** ****** ****** ** ********** ** ***** ****** ***** *** *** ************* **** ******** ********* **** ****** ***** **** **** ***** ***** ******** ** ***** ******* *** *******  We request the Better Business Bureau to investigate this matter and help us obtain a full refund without any return charges. ** ******* ********** ****** ****** ** ********* *** ***** ******* ** ***** ** ** * ********* ** *** ******** ******.
  Thank you for your time and assistance.
  Sincerely,
  ******** ****