Complaints

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

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  Valyou

  Los Angeles, CA 90012-2835

• 

  Valyou

  704 Ala Moana Blvd Honolulu, HI 96813-5507

• 

  Valyou

  91-5431 Kapolei Pkwy Kapolei, HI 96707-5000

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:03/08/2023

  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.

  I ordered items from this merchant on 08/31/2022 and 09/01/2022. The items were not delivered so I cancelled the order today. The company is not refunding me for the amount that I paid. I called my bank to dispute it but they could not dispute the transaction as this happened last year. It would be the ** VFurniture on the document Im going to upload.

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair 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.

  *** February 24, 2022 I purchased a living room set for $2,649.85 with $299 shipping for a total of $2,948.85. Shipping was expected to take 2-3 weeks understandably. -After one month on April 2, 2022, I requested an update on delivery and tracking information. *** April 4, the vendor, someone named **, responded saying delivery would be between the 3rd and 4th week of April and we would receive an update on April 14th. *** April 14th, ** said the expected delivery was still the 3rd or 4th week of April *** April 18th, ** said they are still waiting for tracking information for my order.*** April 22, ** said we should expect delivery in the 4th week of April but was still waiting for tracking details.*** April 25, ** said there was a delay and we should expect delivery late April to early May and we would get an update on May 2.*** April 28, ** said the delay for our products would cause delay to be estimated by end of May *** May 13, I cancelled the order.*** May 21, ** said "the order was successfully canceled and the refund has been initiated on May 13th". With normal processing time takes **** business days we waited to get the refund.-Currently there is no ability to speak to someone at customer service, only a text service or e-mail service but any attempts to resolve the matter are met with excuse after excuse from the vendor.

  Business Response

  Date: 10/16/2023

  Thank you for reaching out. 

  Based on our records, you have received assistance from one of our managers in initiating a dispute. As of the present date, we are awaiting the bank's decision regarding the status of the dispute.

  
  We encourage you to get in touch with us if you have received any updates or the latest decision from your bank. We are here to provide further assistance and support in the resolution process. Your satisfaction is important to us, and we want to ensure that this matter is resolved as smoothly as possible.

• Initial Complaint

  Date:03/07/2023

  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.

  order VFM38104 and ordered Feb 14, 2022 and contacted them several times with them always promising a date to be delivered. Still over a year later, my order is not fulfilled and I keep hearing the same thing over and over again.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair 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 a furniture order for a modular sectional sofa the beginning of January, 2022. Half of my sofa was delivered 8 months later, in September. I have been waiting on two more pieces to the sofa since January, 2022. I paid in full at the time of order, and the estimated delivery was two months at most. It has now been 14 months, with no delivery in sight. I spoke with the business, and they will not take the other parts of the sofa back. They are also still selling the same sofa on their website, saying it will ship in 2 weeks.

  Business Response

  Date: 10/16/2023

  We sincerely apologize for the experience you've encountered, as it is not the level of service we aim to provide. We find ourselves facing challenges such as material shortages and a surge in orders, which have resulted in delays in the manufacturer's production.

  We understand your frustration, and we respect your freedom to make the decision that best suits your needs. You can choose whether to continue waiting for your order or we can refund you for the 2 pending armless chair in a form of a store credit.  Your satisfaction is important to us, and we are here to assist you in whatever choice you make. Please don't hesitate to reach out if you have any further concerns or queries.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair 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.

  My client purchased a sectional couch and ottoman in May of 2022. She was told the sectional was on back order. She patiently waited as Valyou kept moving the delivery date. All the while my client was sitting on lawn chairs in new living room waiting on the sectional. Total purchase price for the couch, ottoman and shipping was $2,449.99. A portion of the payment was made with a credit card ($249.50) and the rest was paid with a debit card ($2,199.49). When my client finally gave up on receiving the purchased products, she asked for a refund. They told her to reach out to the credit card company to dispute the transaction to get her money back. Basically they wanted to just steal the money and have the credit card company eat the loss. Since only a small portion was paid by a credit card, that was the only amount she was able to get back. Valyou then said her bank needed to do the same thing with the rest of the refund but since the transaction was soooo old at this time, the bank could not reverse the charges. My client has insensately tried to reach out to Valyou to get a check or another form of a refund and they have basically stopped taking her calls and emails. They need to be stopped. I wish someone would start a class action lawsuit to make these thieves stop.

  Business Response

  Date: 10/27/2023

  We apologize for the experience you've had, which is not what we strive for. To assist you further, we'd appreciate it if you could provide us with an order number or additional information related to your order. This will help us locate the specific order in question and determine the best course of action to address your concerns. Your satisfaction is important to us, and we want to ensure that we resolve any issues you've encountered.

• Initial Complaint

  Date:03/01/2023

  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 Feathers Sectional Couch online from Valyou Furniture on May 30, 2022 for $1,799.94 via PayPal. The estimated delivery date on the website was July 2022. I waited for 9 months, checking in on 4 separate occasions to get any information whatsoever about the status of my order. Each time, a response took over 2 weeks to respond, and they all said the same ambiguous thing about the order arriving in the next batch or that it would be another few weeks. In September, I used their phone text service to inquire about my order, and they recommended changing the color of the couch to expedite the shipping process. I did change my order on their recommendation, and never received an update about the new order status. In a correspondence with them today, March 1, 2023, I asked for a refund. The email response is as follows:"I am sorry you decided to cancel, but I can definitely help you with your request. Ok, I am canceling it on my end. While trying to process the refund, I got an error message. I am not sure why it's happening but it seems the reason is we no longer work with the payment processor used for your transaction. I would recommend reaching out to your bank and disputing the charge. That would be the fastest way."This made no sense to me, so I contacted the *** of the credit union I use, and she said it was likely a scam. After seeing the numerous complaints on the Better Business Bureau website related to Valyou, I realized they do this exact process with countless customers. Even their storefront on ****** Earth is photo-shopped to look real, but it's an obvious fake logo pasted on a building that is listed as for sale on several realty websites. This scam needs to stop; the website should be taken down.I don't think this matters, but my order number is #VFM51746.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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.

  Hello my name is *********************************. I ordered a couch from Valyou Furniture in the amount of $2,003.25 on 10/28/22 and expected delivery on 11/28/22. The delivery date was extended every month. I emailed Valyou Furniture for updates every month, which I have screenshots that I included. Today 03/01/23 I decided to cancel the order and just get refunded. They went through with the cancellation and notified me that they were unable to refund me and that I should contact my bank for help. I proceeded to do so and was informed by my bank there should not be an issue with the item being refunded and that Valyou Furniture should be able to go through with the refund. When I told Valyou Furniture I contacted my bank and told them what the bank said, they told me that they have run out of options and I need to file a dispute. I asked how to go about doing so and stopped receiving a response. I looked further into the company and they have done this to many other people. Please let me know if any information is needed.Thank you, *********************************

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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.

  In May of 2022 I attempted to purchase nearly $6000 worth of furniture (the Feathers Sectional couch and two arm chairs). They did not accept my debit card which had sufficient funds and told me to re-enter with a credit card. I realize now that was the first red flag. They have never sent me any of the furniture, have claimed they have delays, damages, and no ETAs. They created a second order number for the chairs as I opted to get 2 different ones that were supposedly in stock but then could not deliver those either and I requested a refund for the whole order. They told me they could not because they "no longer work with the payment processor" and to dispute with my credit card company. Come to find out, the credit card company only refunds within 180 days of the purchase date. Luckily for Valyou Furniture, they delayed long enough that I missed that window and are still refusing to refund me for any of the money I spent. I do not have the furniture, and they pocketed my money. They told me today they cannot do anything else and have exhausted all options. This is a scam and seem illegal. I want my furniture or my money back. It's pretty simple.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair 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 paid 239 for replacement couch covers. I received the couch covers & one of the cushion cover zippers were broken.

  Business Response

  Date: 10/17/2023

  We are truly sorry to hear about the issues with your Feather Covers. We understand how frustrating this situation can be. Unfortunately, the damage that occurred falls outside the coverage of your warranty. You can find more details about our warranty policy here *************************************************************************;

  In this situation, we recommend exploring options like utilizing a local repair shop or a service like TaskRabbit to assist with the necessary repairs. According to our records, you accepted the resolution from our customer service team. If ever you need further help please do not hesitate to reach out. 

• Initial Complaint

  Date:02/28/2023

  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 purchased a bed frame, 2 drawer sets, 2 night stands, and a side board (long TV stand) from Valyou in June, 2022. We had previously purchased items from Valyou earlier in 2022 (January - February timeframe) and were really pleased with the quality of products and service received, hence we decided to purchase more items from them. To our demise, this second time around has become a nightmare. We did not receive our items by the promised delivery date, and when we did, we only received the 2 drawer sets, 2 night stands (damaged - chipped corners - we received a courtesy refund of ***** back in July 2022 for this issue), and a side board (missing pieces, materials), and have still not received our bed frame. After months of dispute and failed promises, we decided to cancel the bed frame and replacement side board so a refund can be issued. This request has now become a nightmare as well. Valyou wants to issue a refund to the bank card, which was closed out by my bank due to a fraudulent incident, hence the refund did not go through. Valyou advised to contact my bank to initiate a dispute which we did, however, the bank is unable to dispute since the purchase was made past a 90 day window. The bank advised to ask Valyou to send a certified check or do an ACH wire. Valyou is refusing to refund via ACH or certified mail check so and we keep getting the run around. Below is a breakdown of the purchase: -Valona Sideboard 1 $549.95 USD Valona Side Table 2 $239.90 USD (Bed)Charm 2.0 - ********** / Beige1 $799.95 USD Valona 5 Drawer Dresser 1 $499.95 USDValona 5 Drawer Dresser 1 $499.95 USDPurchase Total-$2,589.70 USD Shipping Amount-$399.98 USD Discount$221.94 USD(Discount) - purchased items when they went on sale which could be part of the reason of our demise?Gross Amount-$2,767.74 USD Net Amount-$2,767.74 USD We are asking for a refund of $549.95 (sideboard)+ $799.95 (bed) =$1,349.90

  Business Response

  Date: 10/17/2023

  Thank you for reaching out. 

  We sincerely apologize for the experience you've encountered, as it is not the level of service we aim to provide.

  Our records indicate that our customer service team has already provided you with instructions on initiating the dispute process. If you require any further assistance or guidance during this process, please feel free to reach out to us again. We are here to support you and ensure that your concerns are addressed efficiently. Your satisfaction remains our priority.