Value City Furniture

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Worst Experience EVER!
Posted by on
Rating: 1/51
LAKEWOOD, NEW JERSEY -- I am writing this letter as a warning to all prospective buyers, hoping my advice will save you from the headache my girlfriend and I have been dealing with since we went with Value City for a simple furniture order.

In early February I went to Value City to purchase a desk, dresser, and chest. As I walked through the doors I knew EXACTLY what I was looking for. When I was first approached by the salesman, I was ready with the make, model, and color of the furniture my girlfriend and I had searched for and finally found on the Value City website. The purchase was quick and easy for both myself AND the salesman, or so I thought. On the receipt there was a printed “estimated delivery date” which I was told by the salesman would be the scheduled date of delivery.

After taking off of work for the scheduled date, I was surprised to find that this was NOT the date the furniture would be coming and in fact they only delivered to our town on CERTAIN days of the week. This meant that I would have to take off yet again for the actual DELIVERY date. This date didn't come until several weeks later in mid January. Upon delivery my girlfriend greeted the men who were there to deliver the 3 pieces of furniture but stayed out of the way. After signing off on the delivery sheet she entered the bedroom to find that her first pieces of bedroom furniture in their new house WERE NOT the furniture pieces that they had ordered at all, and in addition to it being the wrong furniture the desk delivered was cracked! By this time, the men had already pulled out and were driving down the street leading to a bigger headache that is still taking place in mid May.

In a panic, my girlfriend called the store to tell them what had happened. They told her all they could do was schedule another day when THEY deliver to our town and have the furniture picked up then. The next date they had available was 2 weeks later and in the meantime we were supposed to keep the furniture in our house. The damaged desk would have to be photographed at different angles and then e-mailed to someone in the warehouse to see if it could be fixed BEFORE they would even think about replacing it. We were both extremely upset about how everything had been handled which led us to take a drive out to the store where the furniture had originally been purchased to see if something could be done.

Not only did we walk around aimlessly waiting to be helped but when we finally told the salesgirl what had happened the only help she offered up was a phone number of someone WE could call to see if something could be done with scheduling since the store had NOTHING to do with scheduling deliveries. Before leaving the store my girlfriend thought it would be smart to call, and good thing because the number given to us was incorrect! When asking AGAIN we were given another wrong number by the same salesgirl! It wasn't until WE FOUND the second Value City salesperson that we were given the correct number, who, after calling told us there was nothing they could do.

The only option we had was to wait for the warehouse to respond to our e-mail with the pictures we had taken and sent ourselves of the damaged desk. After a week they decided that the entire desk would have to be replaced and that we would receive a phone call when the new desk would be in. We finally got the call we had been waiting for the last week of March that the desk would arrive on Saturday March 31st! We were ecstatic, finally we would be able to get the house in order and put our office room together which we had been wanting to do since February! However, we were both shocked to find that we received 2 calls from Value City that Friday. One call was from the store that we had purchased the furniture confirming our Saturday delivery. Another call was from the warehouse stating that the delivery would be delayed yet again because our NEW desk that was supposed to be delivered was DAMAGED. Confused, I called the Value City store in Lakewood, NJ and explained the 2 telephone calls we had received. Not only did the girl who answered continue to tell me the desk was definitely coming the next day but it wasn’t until she decided to “double check” that she found that it was in fact going to be delayed but she didn’t know why.

This is still not the worst part of our experience with Value City in Lakewood, NJ. The second week of April, my girlfriend received a phone call that our other NEW desk was in, AGAIN! Not expecting much due to our previous let downs she tried to schedule a new delivery date with the woman on the phone. Since we both had already taken off work numerous times for Value City, we could not be home and wait for a delivery that may or may not happen due to the lack of communication between the store and warehouse. I began to tell her what we had been through with the company and mid sentence I was cut off by the woman on the phone who said, “Listen, we only deliver to your town on Saturday. The next Saturday delivery date we have is May 19, 2012.” I processed this quietly to myself on the other end of the phone, feeling defeated and let down yet again but at a loss for what to do or say next. I responded by saying, “Well, I guess that is my only option.” To this the woman quickly replied, “Yes, May 19th will be your delivery date- have a great day!”

It is now mid May and we are without a new desk. We are hopeful that it will come this Saturday but are bracing ourselves for the worst. I have never in my life experienced such poor customer service and lack of not only competence but unwillingness to help. We explored every option to seek assistance and or guidance after our terrible experience- visiting the store, trying to contact a manager (who never returned our calls), contacting the warehouse, and, trying to reach the corporate office. All of these outlets were unresponsive. The reason for this letter is to warn anyone who is thinking of purchasing anything from Value City.

My girlfriend and I both work in an industry where consumers are regarded with the utmost respect and for a company that stops at nothing to do what it takes to be sure our customers are satisfied. It is extremely disheartening to know that there will be Value City customers in the future who will have to endure the same unnecessary experience we have.

I strongly believe that in order to succeed in business there most be open communication, with a willingness to help along with a strong sense of urgency. Value City of Lakewood, NJ STRONGLY lacks all of these qualities. It is with great hope that this letter will force Value City to step back and re-evaluate how their store is run to help create a smoother process in the future. After all, in this tough economy people want to get to the most for their hard earned money, and we all should.

Juan Cuervo
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Anonymous on 05/14/2012:
I don't understand how your g-friend didn't notice that the delivery driver was bringing in the wrong furniture? When he was setting it up in the room. how did she not notice?
CowboyFan on 05/14/2012:
I agree with Reneh2, when your girlfriend signed off on the delivery sheet, that indicated Acceptance of the furniture. All the problems since then, originated with her failure to observe that the furniture set up was not the furniture ordered. If she had said something then, the delivery company could have taken it back that day, and you would receive the right product within a few weeks.

The other solution would be to see if you could take the furniture back to the warehouse yourself, in order to expedite getting the right furniture--and pick up the correct furniture at that time. Sometimes, it is easier to do things yourself, then rely on the delivery companies.
Anonymous on 05/14/2012:
When we had furniture delivered (different Co) I noticed a scratch on the table as soon as the delivery guys bought it in. They took it right back and bought me a new one the same day.
trmn8r on 05/14/2012:
My, you certainly have been through an ordeal.
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Abhorrent Customer Service and Damaged Products
Posted by on
LEXINGTON, KENTUCKY -- I bought over $3,000 worth of furniture from their store, and I have received nothing but the absolute worst service every single time I have an order.

Several of my pieces came in damaged and had to be replaced. One of them had to be repaired, however I was told very rudely by a customer service agent that they could not accommodate my schedule and if I wanted my furniture to be repaired I was going to have to accommodate them. The manager Jimmy called me and was very nice in setting up an alternate time for the repair man to come out so that I would be able to be there when he arrived. Unfortunately, the rest of the department must not have been informed, because I got a call saying the repair person was going to come at a time that was not the one Jimmy had told me he would be able to.

Next, I had a problem with the couch. I had to go through 3 different couches because each other one they gave me was damaged in some way. I went through 2 different lamps as well because of the same problem.

And now we come to today. About a month ago, I picked out a TV stand from their store to add to my order. It was ordered in Cleveland, and they said it would take awhile for it to be delivered because it was out of stock. We planned to have it delivered on August 28th, this Saturday, because I work a 9 to 5 job and cannot be home for delivery during the week. I was called by the store on Wednesday, which also happened to be my birthday, for a very rude awakening. The store left me a message saying that the TV stand was ready to be delivered the next day, Thursday, and wanted me to confirm that I would be home. I called the store back asking why the date had been changed from Saturday. Layla informed me that they could change it back so it would be delivered this Saturday like it was originally supposed to.

I hadn’t heard from the store about a delivery window so I called them back this morning. Brittany informed me my TV stand was scheduled to deliver on Saturday September 4th, like I had requested and they had informed me. I had never requested that, and that was the first I had heard of the September date. I was then shuffled around from Brittany, to “I’ll have the manager call you back,” to Layla (who informed me if that it would do no good if I spoke to the manager, and if I wanted to I would have to wait for a very long time). Layla informed me she was the service manager and in fact she had told me yesterday that it would be delivered on September the 4th, which was a lie. She then called me a liar and informed me that no one there was going to want to help me if I kept calling and changing the date on them. This struck me as particularly ironic, since Value City is the one that has been CONSISTENTLY changing the delivery date on me, not informing me until last minute, and then blaming it on me.

A third call, from my mother, finally got to the manager. Apparently Value City did not think that I was old enough or rich enough to get the manager at all. It takes someone with money in their pocket or life experience to even allow you to speak to the manager in the first place. Mike informed my mother that the TV stand was actually not even in stock yet. This was a bit confusing to hear, considering that they had initially told me they were going to deliver it on Thursday. I guess they must have gotten frustrated with my request to change the date and decided to give my furniture, which I have been waiting for over a month, to someone else. I didn’t realize that you could only get your furniture if it was convenient for the store to deliver on that day, and if it wasn’t- you would lose your furniture and maybe not get it back for weeks. Mike promised us that it will now be delivered on the 4th, but his promise was a little bit empty given the previous promises Value City has made me about my delivery dates as well as his “it will probably be in by then” guarantee. I’ll be holding my breath, because I doubt it will even be there then. I’ll probably only get that one if no one else has a delivery date that is earlier and needs it.

Due to their lack of communication and incredibly poor service, you get shuffled around, because it’s easier to shuffle you from person to person than to actually help you. The only way you can get anything straightened out is to spend hours and hours screaming to them on the phone. Otherwise they don’t really care about you. The cheap prices are great, but you really get what you pay for there- broken products (I’m worried to see how long they will last) and abhorrent customer service.

I will never be purchasing from Value City Furniture again, and I suggest that you do the same. I was initially very excited to see the low prices and type of furniture in the store. However, the appalling way the customer service agents have treated me and the shockingly terrible service I have received from them has proved to me that I will never buy from your store again. Despite how much I enjoy the other pieces I bought from the store, I wish that I could take all of it back because I wish that I had never given them a cent of my money. They don’t deserve it. Spread the word that Value City is terrible, because maybe then they will be motivated to treat their customers better.
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Alain on 08/29/2010:
Your solution, not using them again, seems reasonable.
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FabricGuard is a Rip Off
Posted by on
CHARLOTTE, NORTH CAROLINA -- On January 21st, 2005 I purchased a sofa & loveseat combo, as well as a matching side chair, two end tables, and a coffee table. I was also sold Fabric Protection for an additional $99. on the combo, and $9.99 for the side chair. This brought my total purchases with Value City Furniture to $2,978. I was told by my sales person, Billy Manning that the Fabric Protection was like Scotch Guard and would protect my furniture from rips, cuts, tears, and other damage, as well as repel water. He also informed me this would include a 7 year warranty, in addition to the Limited Lifetime Warranty that came with my selection.

On January 26th, 2005 Value City Furniture delivered all of my furniture with the exeception of the side chair, which was not in stock. Upon arrival my room mate realized that the delivery team was unwrapping the furniture on the truck, before bringing it into the house. After the delivery team left we sprinkled water onto the sofa to see if it repealed like it was supposed to. To our surprise it did not. We immediently assumed they had forgotten to treat our furniture.

On January 27th I contacted Value City Furniture with my concerns and the operator informed me that it didn't seem right that my furniture was not repeling what and that I needed to call back the next day to speak with Paula the Service Manager. On January 28th I contacted Value City Furniture to speak with Paula around 4pm and was told she was gone for the day, I would need to call back for a third time to speak with Paula on Monday. On Monday I contacted Value City Furniture again, and explained my concern to Paula, she acted surprised that it didn’t bead up, saying “so it did’nt bead up at all?”. She then informed me she would send someone out to treat it on Tuesday February 1st.

On Tuesday a gentleman came to my house with a spray bottle and misted my furniture, applying less liquid to the furniture then you would when applying Fa-breeze. Of course I contacted Paula again on Wednesday to inform her that the job was not completed well, and that the water still absorbed right into the fabric. To my surprise this time she said, oh, it shouldn’t bead up, it is going to soak into the fabric, it just won’t stain, and if it does you can call us and we will fix it for you. I immedently informed her that this was NOT what I was told when I was sold the product, and was why I called her on the previous Monday, and why, I thought, she had sent someone to re-treat my furniture. She said I was misinformed and she apologized for that. I asked her how it would protect from a stain if it clearly absorbs, to which she had no answer. I asked what the difference was between the my Limited Lifetime Warranty and the 7 year Warranty offered with the American Signature Brand. To my surprise she said I had no lifetime warranty, that everything they sold in the store only had a 1 year warranty. I informed her I have a card that was attached to my furniture that said it had one. She then placed me on hold to check for herself. While on hold, the hold advertisement was for American Signature, and clearly stated a Limited Lifetime Warranty. After holding for a few minutes I was informed Paula was speaking with the manager and would be right back. Paula then came back to the line, apologized, and said I was correct, it did have a warranty. At this point I was upset that no one knew what was going on and asked to have the Fabric Protection cancelled and refunded, she informed me I would have to speak with the Store Manager, Cathy, and that she wouldn’t be in until Thursday, even though I was just told that there was a manager there that she was speaking with.

After speaking with Paula, and being informed I had to call back Thursday for Cathy I called the Pineville location to ask them for a description of Fabric Protection and the Limited Lifetime Warranty. The sales person I spoke with there informed me that the Fabric Protection was just like Scotch Guard, and would, “bead up like water on a waxed car”.

I was now going to wait and call Cathy the next day, but then I spoke to my best-friend, who’s uncle worked at a Charlotte Value City for years told her that at the time he worked there, it was his store’s policy to never spray furniture, even if a customer had purchased the Fabric Protection, saying that they figuring that few people contact them with stains, rips, tears or burns that would be covered under the warranty after all the exclusions that they would save money by not spraying the furniture and just replacing or fixing the furniture that meet the warranty criteria.

At this point I was so upset that I had been told so many different stories I had my room mate contact the Value City Corporate Offices. There we were informed that the Fabric Protection plan wouldn’t even cover our furniture because we had fabric, not leather, and that even then it only covered seem rips, not cuts, etc. She also said that the American Signature had only a 1 year warranty and that she had never heard of the Limited Lifetime Warranty, even though I later found out American Signature is owned by Value City Furniture. She then informed my roommate that she would have the store manager contact me as soon as possible to go over this issue with me.

Cathy called from the store less than 1 hour later, even though I was told she was not there and wouldn’t be in until the next day. Cathy told me a different story than the corporate office did. She informed that the Fabric Protection plan WOULD cover my furniture, and she assured me it had been treated in the store. She was confused about the warranty, that I did have a Limited Lifetime Warranty, but said that unless I purchased the Fabric Protection plan, if something happened to my frame and I did have a stain on the couch it voided all warranties! She said she would send someone out to re-treat my furniture again, but it wouldn’t do any good, that it was already treated, so I told her that was OK, but I would like to know if I could get some sort of discount or refund on the Fabric Protection plan. She informed me if she gave me any discounts that the warranty would be voided, that I can keep the warranty and pay the $110. or cancel the warranty and get my refund, even though I was misled and everyone continues to tell me something different.

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hardroc on 09/29/2005:
Do you really think there is a treatment for fabrics to prevent rips and cuts?? No,,there is not. Fabric protection merely helps to prevent stains from setting, and makes it easier to clean the stain out. Using a spray bottle to apply this is the best way to apply it. This atomizes the protectant into a mist and it goes on more evenly. It then soaks into the fabric helping to seal the very small fibers in the weave of the fabric, preventing stains from setting in so deep. Thus,,making it easier to clean. Depending on the fabric,,water does not always bead up after an apllication. Sometimes it does.How do you add a 7 year warranty to a lifetime warranty?
Always listen to see if what the salesperson is saying sounds to good to be true. Or if it makes sense at all. I would have never purchased a thing from that store until I had been told something a lot more believeable.
mj on 06/02/2013:
It's such a shame that you had such a terrible experience with them. We bought our sofa in May of 2012 with the fabric protection with was an additional $75. 2 months latter we had stains and called uniters (that's who the warranty is through) It was handled quickly and very professionally. They even replaced the cover on the cushion since the ink didn't come out. We just placed another service request with them today and are hopeful for another great customer service experience. I guess my advice would be to contact the company that provides the warranty not VCF.
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Value City Furniture Warranty Fraud / Scam
Posted by on
CINCINNATI, OH -- Value City Furniture
Store # 80
650 Eastgate Dr. S Suite A
Cincinnati, OH 45245

I purchased a kitchen table and chair set from the Value City Store next to Dick's Sporting Goods in the Eastgate shopping center. While I was checking out with my items, the sales representative suggested that I should purchase the extended warranty. He stated, “Seeing that you have children, you will want this warranty. It covers any damage they may do and protects your furniture up to three years. You can rest assured that you will have new furniture in three years.” I purchased the warranty for the extra $69.99 for the table and an additional $69.99 for the chairs. I left the store with the confidence that my $1000 plus purchase was protected.
Nine months later, we had a Christmas party for our daughters and several of their friends from our neighborhood attended. We let the girls make crafts, color and draw pictures on the table in our kitchen. After the party we noticed that the table had been damaged by some of the crafting we had allowed the girls to do. Some of the notable damage included, words had transfer through the paper the girls were writing on and had gone through the polyurethane coating into the wood below, a long scratch and some paint drops on the finish. The girls ranged in age from seven years old to twelve years old. These girls are not heavy handed men with a degree in construction, they are simply children.
I contacted Value City Furniture at the Eastgate location and was informed that they do not handle the warranty claims. They gave me the phone number for the Sharonville store and instructed me to file my claim with them. I called the store and they took down my information. They informed me they would send someone out to inspect the damage and to determine if they would repair it or replace it. I received a phone call and was given a date and time the inspector would be out. The inspector arrived to inspect the table and continually commented on the condition of the table and chair set, argued that the chairs didn’t belong to the set, although they were the chairs from my receipt, and was otherwise very rude and obnoxious.
A week after the inspector came out I received a phone call from Value City they stated that they had decided not to honor the warranty as the damage was to “extreme” and violated the terms of the warranty. When I purchased the warranty I was given a pamphlet stating what would be covered and how to file a claim. Value City claims that the pamphlet is not the legal document containing the specifics of the warranty and that the actual warranty documentation, which was not furnished to me, contained stipulations pertaining to excessive damage. I asked to speak to the manager, who informed me that this claim would be returned to the Eastgate store and that they had the option of honoring the claim. I called the Eastgate store several days later and they gave me the same exact response I received from the Sharonville store. I asked that they at least review the claim and consider that I have spent several thousand dollars at their store over the past few years. I was passed to a manager who informed me they would not reconsider this claim and were cancelling the warranty on all of the furniture citing excessive damage.

-Value City Furniture has subsequently replaced the table and honored their warranty.
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Venice09 on 02/04/2011:
Warranties just seem to be a complete waste these days. No one wants to honor them after they get your money.

You should have been give a copy of the official warranty at the time of purchase, and not just a pamphlet. I can understand why you thought the pamphlet was enough. I think this is very deceptive.

P.S. I love the way the inspector tried to make it look like you were dishonest about the chairs. That was your first clue that they had no intention of honoring the warranty.
Inat on 02/04/2011:
not all warranties are a waste - I had my entire house recarpeted by stainmaster warranty b/c of a coffee stain that could not be removed :)I really think it comes down to a case-by-case scenario - I think that if my carpet was completely WRECKED they may have used an "Excessive damage" clause. I know value city and to be honest, my first thought would be that their warranty is a scam :)
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Poor Customer Service
Posted by on

Last week my husband and I purchased a desk, hutch and desk return set from Value City Furniture Store. Unfortunately, we did not read reviews of this company or we may not have gotten into this mess. We were very happy to find the kind of desk we were looking for that was actually a quality piece, made from solid wood and contemporary, yet classic in style. We had searched many furniture stores and knew we would have to pay a bit more for what we were looking for. We found similar pieces at very high-end stores, but could not quite swing those costs and they weren’t exactly what we were looking for.

My husband works in Harrisburg and went in to purchase this desk set. Of course, no one was “available” to help him so he sought out a young, not-so-professional sales associate. This young man put the sale through and at first told my husband that they do deliver to our location. Then found out that we are not in their delivery area. They deliver to a town 4 miles from our home, but not our address. So my husband asked to speak to the manager to see if he could work something out. The manager was rude and refused to budge saying, “I have to draw the line somewhere.” Even after my husband offered to pay a fuel surcharge for the extra 4 miles, he was still turned down. We still decided to purchase the desk set and just rent a Uhaul (as we do not own a van or truck) to pick up the furniture ourselves.

When my husband went to pick it up, he saw that the furniture was still boxed but looked like it had been opened (Earlier he had been told that the furniture would be inspected to make sure there was no damage). He asked and they said it was fine and packed so well, so there shouldn’t be any trouble. He brought it home and we labored to bring it into our house. As we unpacked it we saw that the hutch and return were both damaged. The wood had been crushed and split in the corner of the hutch and the same on the return. My husband made multiple phone calls asking again to have VCF come to our home and replace the furniture. Instead he was offered a $50 discount. He even called their corporate headquarters to have the same result.

I realized that VCF doesn’t deliver to our area and I’m fine with that policy. I can’t change that. We were able to get the furniture to our home on our own. My frustration with the company is their poor management and customer service. Even though we picked up our furniture, we should have received the same service of inspection and undamaged goods as that of those who can receive delivery because they live in that area. And the rebate of $50 is truly just a slap in the face in light of the fact that we spent about $1400 and were refused any other help.

In the future I will warn people of the poor service they will receive from Value City Furniture and will tell them to never purchase items from this company. Now that I’ve seen reviews from this location as well as others around the country, I realize that this is not a place of quality or service.
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bedroom set on 08/13/2008:
I am also thoroughly disgusted with VCF. My husband and I purchased a sofa, bedroom set and an armoire. We did not finance any of this furniture we paid cash. Needless to say we ordered it over a week ago and the bed is still on my floor in my bedroom and sitting room. The armoire was damaged and the warehouse manager had the audacity to tell me that it was purchased like that thus the reason for the markdown. At no time were we told by the salesperson that the armoire was damaged. The piece looked at if it was damaged once it was placed on the truck. The delivery guys have yet to show today to fix the bed and the carpenter stated that he would have to disassemble the armoire to fix it which would be another week. The bed by the way is not up because when unboxing at the store the main piece the stablizer for the bed was thrown away. So we are waiting for a piece to be made. This is not the type of service that you expect after you've paid over 4k for furniture. My daughter needs a bedroom set but it will not come from the VCF in Newport News, VA or any other VCF store.
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Crushing The Spirit Of A 4 Year Old
Posted by on
COLUMBUS, OHIO -- After Ordering over $1500 worth of furniture on 11/10/2007 my delivery date was explained that it would be on 1/4/08 which would be today. I would like to add that I failed to receive a confirmation call for a delivery time and window yesterday however I called Value City to confirm and was told that all of my furniture would be delivered between 9 and 12 today.

Being that I work 3 blocks from where I live, it is fairly easy to swing home to allow the delivery men (who were very helpful) into my home to assemble the furniture.

Upon their arrival, I showed them where the Camp Granada bunk bed would be assembled and one man began unloading the truck while the second delivery man ran over paperwork with me to check contents. I was made aware of two items. That the Trundle unit was apparently not with this delivery and was scheduled for delivery on January 17th (GASP), I have a 4 year old daughter who has been waiting, and we all know how patiently 4 year old girls can wait for things. So the bed is totally unusable until after the 17th bearing the risk the item would not be lost in transit.

I then was also made aware of the “extension” units which are required for the actual use of the bed with a full sized mattress were short at the warehouse and that a second trip would be required and extra time for me to request for time off from my busy day at the office. After having this explained to me by [name removed], I was directed to the back of the truck due to a problem with the Bunk itself. Once again, a problem was brought to my attention that the Bunk bed I waited a good 2 months for delivery for, was damaged upon loading it into the truck and improperly securing the furniture.

The wooden footing at the bottom of the headboard of the lower bunk was split, not only an eyesore on a $1500 bunk bed, but makes this unit physically unusable by the aforementioned 4 year old daughter and the installers themselves.

I have since refused delivery of this Damaged Goods and am on the hopeful “waiting” list for a delivery this upcoming Wednesday, of which a promise of the Delivery manager at the Broad Street Value city was not % 100 certain that this would, occur.

I am writing this letter to Value city to voice my disdain for the care and improper treatment of a clients bought goods, As I am making payments on this unit I have not even been able to enjoy the product due to a heavy waiting period, a lack of communication via the company in regards to delivery, and the incompetence of having the completed order together.

I do not understand how Value City can continue to operate with such a lack of consideration for those whom buy your wares. I have been a loyal customer for years and recommend such services to others who are looking for quality furniture and bedding. However with the loss of credibility due to this entire ordeal has been rather disconcerting, I didn’t haggle in the showroom over price due to the customer service due to the knowledge that I would expect from such a company, the trade-off would be worth it.

However now I am reconsidering any future recommendations to your company over the logistics, the communication or lack thereof, and the complications of explaining to a 4 year old girl that she will not be able to hold a sleepover with her best friend because the furniture company broke her new bed.

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Ponie on 01/04/2008:
I hope one of your duties at the office is NOT composing letters. Who runs your household, you or your 4-yr. old?

I'd be upset at receiving damaged furniture, also, however doubt I'd pull out the 'loyal customer' card. It's getting old.
Suusan B. on 01/04/2008:
Damaged furniture is delivered every day of the week - - this complaint falls under the "disappointed" category - - "crushing the spirit of a 4 year old" is a little dramatic and over-the-top.
runaway on 01/04/2008:
"Crushing the spirit of a four-year-old"!

Are you that unimaginative that you can't build a "fort" for two kids to have a blast for their overnight? Instead of whining and ruining a valid complaint, use some imagination and make it an overnight they'll love!
spiderman2 on 01/04/2008:
You have a decent complaint ruined by the "crushed 4 year old" thing. Drama gets you nowhere. I pray that this is the most crushing experience your daughter and you ever have to deal with.
killerklown on 01/04/2008:
lol...exactly what I was thinking, Ponie.
heaven17 on 01/04/2008:
You don't paint a very flattering picture of your 4 year-old daughter...
Or yourself, for that matter.
Slimjim on 01/04/2008:
You really did taint this complaint with the dramatics. I have a 4 year old who seems to have something go wrong in her life 14 times an hour. Yet a minute later, all is forgotten. Like runaway said, I'm sure you can come up with a way to save the sleepover.
Anonymous on 01/04/2008:
This is too much for my brain at this point in the day so I will have to go with Slim and the rest on this one. Please! Don't use the chrldern like this.
Justusryan on 01/04/2008:
Value City is going out of business, so they don't care anyway.
furnitureman on 01/06/2008:
Value City isn't going out of business... They have more $$ then they know what to do with
Mrs. Fantastic on 01/18/2008:
Value City department stores, and Value City Furniture stores are two different companies. The department stores are selling, not the furniture. Department stores are publicly held, hence being for sale.
Nicki on 06/19/2013:
Bought the camp Grenada set paid $2200 and they came, parts missing, part damaged, had to wait two weeks, and bed was not able to be used so my kids slept on the floor as I had already disposed of their old set and the company would not even credit me the delivery fee
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Faulty Furniture - They Do Not Stand Behind Warranty
Posted on
Rating: 1/51
HAGERSTOWN, MARYLAND -- Five months ago we purchased a leather dual recliner at Value City Furniture. A few weeks ago, we noticed the leather peeling in the headrest area of the left side. We called Value City and was told it was a warranty issue. We called the warranty company and was told it was a manufacturer issue and we were to call Value City. We called back to Value City and they sent out a service tech to look at it. He covered it with something and said that "this will probably not fix the problem". He also said that this has happened before. He said that if this doesn't work, call and we will make it right.

A couple weeks later I rubbed my finger over the area and the coating started to peel off. I called Value City and told them that what was done did not take care of the issue. The manager said they could not replace it without a cost. I questioned that, because we had it only 5 months. He said we need to call the warranty company again. I did and was told that since Value City sent out their tech, that the warranty company would not cover it. I told her I only did what she told me to do. She would not listen to me - only kept repeating that the warrantly was not good. I ask for a refund on what we paid for the warranty. She said we needed to call Value City to discuss that. I got tired of going back and forth.

We realize that the warranty company and Value City have no intention of honoring their warranty or standing behind any faulty piece of furniture. We are sorry we ever bought anything at Value City and will never do it again.
Company Response 06/07/2013:
We are so sorry to hear about your issue. Please give our customer service team a call at 1-888-751-8553. They'll be able to look into this for you. We're here to help. Thank you!
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Value City Furniture on 06/07/2013:
Hello there,
We are so sorry to hear about your recent issue. Please give our corporate customer service team a call at 1-888-751-8553. They'll be able to look into this for you. We're here to help. Thank you!
Heather on 07/08/2013:
I bought a $2000 leather sectional and it peeled due to manufacturer defect. I have read hundreds of complaints online about the same issue. I have spoken with a leather repair guy and he says it's unfixable!!!! VCF owes me a new sectional.
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The Warranty of the Products
Posted by on
Rating: 1/51
GRAND RAPIDS, MICHIGAN -- I purchase an expensive mattress from the store and had it about six months the mattress started slump in the center about 4 inches it had two quarter size stains on it and they voided my warranty I paid a lot of money for the mattress the two stains should not have made a difference on top of that at the same time when I purchased the mattress I also bought the complete bedroom set it also was junk started to fall apart piece by piece I will not recommend Value City to anyone and I will never purchase anything from them ever again. Be careful when you make a large purchase check all the dos and don'ts and warranties very carefully.
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At Your Service on 12/08/2012:
It is extremely common for most mattress warranties to be voided by stains. It is always recommended that you purchase a mattress cover to protect the set and the warranty.

Have you spoken to them about the furniture? Nicer quality furniture usually carries a one year, limited warranty. If it's a cheaper made veneer or ready-to-assemble piece than it may not. It would be worth asking about however.
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Crappy Customer Warranty Service
Posted by on
Rating: 1/51
FALLS CHURCH, VIRGINIA -- I originally purchased my furniture from Sterling (who's been great from day 1). Within a few months, the chaise and lounge cushion has sunk in. So I called the warranty customer service for repair. The lady told me that there were only 2 days available for service (Monday or Thursday) that was but couldn't give me a time, stating the technician will call me a few days before. I never received a call . The day that the technician was supposed to arrive, it was well into the afternoon and I had to call to find out what was going on which they told me to call Sterling who had to call them to ask the same question about my service.

When a replacement set came, someone left a message on Monday (1-30-12). stating that a technician will come out sometime this week. Call me crazy but I'm supposed to take the whole week off of work and wait for a technician?? I called and the repair customer service couldn't find my order, gave me a few more numbers to call which routed back to Falls Church. I got fed up and called Sterling office for help since they've helped me out before. The Sterling office had to call them and find out for me what day they are supposed to come out.

The Sterling office was able to find out what day and didn't know the time. I was randomly scheduled for Wednesday by Value City. So if I didn't call, I would never know when the technician was coming and on top of that, it wasn't at customer convenience. (Pretty much - be there sucker because I told you so or you stuff isn't going to be fixed.)

Sterling couldn't reschedule for me so they gave me the invoice number so I can call Falls Church back and set something up that would work for me. I tried to call and was told that there was only one representative available and she was soooo busy that she will contact me back (this was at 4pm). Guess what? No surprise that I haven't received a call, going on day 2.

Seriously, I would think VCF would want to work with the customer's schedule instead of basically saying "thank you for buying from us but you will be treated like crap afterwards and we don't care about your working schedule. You either be there when we tell you or you are SOL."

I never had a bad experience before and always tell people that it was worth it. I guess it was only in Michigan (they rock) because it's definitely not here in Virginia.
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Alain on 02/03/2012:
You could drop Value City an e-mail via to let them know you are dissatisfied with their repair service and that you are spreading the word about the problems you've encountered.
Value City Furniture on 02/06/2012:
I am very sorry you are going through this and want to help. Please email us at We will begin to work with you to resolve this issue ASAP.
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Complete lack of Customer Service & questionable billing practices
Posted by on
FLORENCE, KENTUCKY -- Spend almost $5,000 on 3/27/11, asked about 12 months same as cash and told yes so I put $3,000 in cash down w/balance 12 months same as cash. Told set would be delivered 4/20/11. Most of the set was delivered on 4/20, but missing parts and mattress cover which I paid extra for. I called right away and was told they had to check with the driver. Received call back, couldn't reach driver but, had a mattress cover that I could come and get. I was told they would follow up on the shelves. A week later someone called to verify that we were waiting for the shelves. When I called again on April 29 I was told to call Customer Service at the Tri-County Ohio store. I did, after being bounced around and on hold more for a while, I hung up & called the store that I purchased from and told them to call customer service at Tri-County & find out what was going on and call me back which they did and was put on hold AGAIN, then told that the Customer Service Manager was going to investigate but would be out Monday and that I would receive a call on Tuesday, May 3rd which came and went with no call. I called AGAIN on May 5th, I guess an unhappy customer still doesn't warrant a manager's time.. After a few minutes customer Service gets back on the phone to tell me that they ordered the shelves and they would be delivered and installed on MAY 27th, 2 months after purchase! I told them I didn't need the shelves installed and was asked if I wanted to pick them up then. Are you kidding me! I've already had to go back 3 times for various reasons having to do with this purchase. At this point, I think the customer service manager should deliver personally. If that's not enough, I gave $3,000 as the down payment and they verified my VCF Credit Card for the 12mos same as cash and charged me the entire amount right then. I called next day & told them to either give me 13 months same as cash for balance or take if off card because it would be a month before I took possession of any product. Then I receive a bill with minimum payment AND reflected a higher interest rate than it should've been based on when my account was opened. These rates were defined on the receipt. When calling customer service about the 12 months same as cash and why the minimum payment, I was told the salesperson must have misunderstood! Then I asked about the interest rate and they had no response at all. Since I will pay if off before then I didn't push the issue. I'm so disgusted with VCF! When advertising, in addition to stating they cut out the middle man, they should also disclose that they've cut out customer service also.
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Alain on 05/07/2011:
There are a number of complaints about this company here and on other sites similar to yours. The customer service at many of their locations seems to be extremely poor. Thanks for your warning.
Beth on 09/13/2012:
Value City customer service is retarded. They wouldn't talk to me about when bill is due or how much, since I'm not my spouse, my spouse calls them and they note the account that they can talk to me. I call them back to get info (to pay bill) and they still won't give me any info. like how much the minimum balance is or anything. bunch of idiots. Call husband back and told him I spoke with Amber and he said that's the same girl he spoke with yesterday that was supposed to note the account.
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