WOODBRIDGE, VIRGINIA -- Whatever you do, DO NOT ORDER FROM VALUE CITY. It is better to have no furniture than dealing with these incompetent people. I know my story is long, but if you are even considering stepping foot inside this store- I plead you to read my story.
The first location we went to was the Woodbridge store, one manager/supervisor –Ambreen, and 2 sales people we spoke to, gave us such attitudes as and the permanent “buzz off” look on Ambreen's face, no exaggeration was not something I wanted to deal with. So, we took our itemized receipt, and went to the Falls Church location and placed the order there. However, later we came to find out that the delivery location would be Woodbridge, and that's when the problems began.
We ordered furniture a month in advance to have it in time for our move in date, which of course didn't happen. We bought a full apartment's worth, a sofa, dining set, bedroom set, and a few extra items. First off, delivery was delayed by 7 hours. Yes, you read that right, it was supposed to be delivered by 3 pm, but didn't reach my place till 10:30pm!!
I understand traffic and delays can happen, but I mean come on, and to make it worse, we got one call around 4 pm saying they would be late by an hour, after that we kept getting the runaround about the ETA. When I spoke to a manager (I wish I had his name) all he could say was that there is nothing he could do, and when I said "okay, so what are the next steps in this", he said "I don't know and goodnight", hung up the phone.
What finally arrived was half a bedroom set (the bed was missing, and they didn't have “time” to put the mirror on the dresser so they left it by the wall in a box), chairs for the dinning set- but no table. We were told we would have all the pieces, but fine, whatever, we would wait. We were told we would get the remaining pieces after 2 days, which turned into a week. We decided to return the bed and nightstands, and scheduled the pickup for 3 days later (Tuesday) (over the phone) because that was the earliest they could do it.
I had a gut feeling that something would go wrong, so we went to the store to confirm what already happened over the phone (the next day, Sunday). Lo and behold, the pickup was never scheduled and did it again. I didn't get a confirmation call for the eta like expected, so the day before the supposed pickup I call to confirm the date. And GUESS WHAT!! The pickup (again) was not in the system, but in fact – they had it in the system as US returning the furniture to THE STORE. So, it suddenly became my responsibility to bring the furniture back to the store – after I was told on 2 different occasions, by two different people it would be picked up for me.
I called once to correct this, was put on hold for 12 minutes, then again for 20 minutes. Then again for 1 hour before I hung up. Then I called again, asking for it to be picked up on the original date. I am telling the girl my story of what happened, and she kept saying they cannot guarantee a time, which I said is understandable, so I asked for a manager to see if maybe they could help me. She then abruptly puts the phone down - I can hear muffled sounds, so I know she is talking to someone, and I assumed it was to ask if I can have the later delivery, so I stopped talking to let her speak with them.
A few seconds later, I stop hearing the noises and it's just silent so I assumed I was on hold (but there was no music playing either). Then, after a really long pause, I said “hello” and she answered “hello”, I asked, “what did your coworker/manager say about the delivery, because you went silent on me, or were you doing something else because you stopped talking to me?“ She says – “I was waiting for you to finish your story and didn't want to be rude by interrupting you so I was quiet. My coworker and I were talking about a stapler.” A stapler is more important then helping a customer with a delivery? It looks like someone needs to sort their priorities at their job.
My husband then called the store and was told they don't have any deliveries on Tuesday (although we had been told since Saturday that Tuesday will be the pickup), the earliest they could do it would be on Thursday- I still don't know how that suddenly switched. In the end, I finally got everything that needed to be returned back to wherever it came from, and then waited about 2 weeks for a refund, which I eventually got.
These employees and managers need a crash course in simple human interaction and common sense, customer service skills can come later. Referencing the above girl – how do you go silent on someone while on the phone, and just sit there, when the customer isn't even talking, and waiting for you to help with a delivery!? In what world does that make sense??? How Value City still operates is a mystery that will never be solved. I will be leaving this same review on any online review site I can find in hopes to avoid others getting mistreated like this.
YOUNGSTOWN, OHIO -- My furniture, 4 yrs after purchase, has become extremely unsightly with peeling fabric where a person's head rests on the back cushions. My 7 yr. warranty has been declined as to being effective in getting any repair work done despite many emails, phone calls and a visit from a technician who placed an order for repairs. This warranty is totally useless... they have far too many cracks in what is considered covered under warranty. No one is responding to my many letters sent, many phone calls, many pictures of the damage. I am completely disappointed in the lack of consideration and assistance with my problem.
I will never shop at Value City and will let others know the manner in which my situation has been totally ignored. What good is purchasing a warranty at all? They do not try to help the customer very much. My brochure for the warranty said they covered damage from bodily fluids... Are natural hair oils not considered bodily fluids? I am most unhappy and disappointed and would caution others when purchasing from Value City and their warranty offer. This matter has taken up a lot of my time and energy. I am left with nothing but junky looking furniture that we paid thousands for and lots of disappointment.
N. OLMSTED, OHIO -- I had done my research as far as all the nuances of mattress purchases, spring vs. non-spring, gel vs. all other components etc. I went to Value City Furniture Store to avoid the many mattress stores that are just small and only sell mattresses. You must also look into reviews of Value City Furniture before going there. I went in and laid on the different types of mattresses and was shocked by the prices, more than two months worth of mortgage payments. The salesperson was very patient and somewhat informative but did not have or want to divulge the specifics that my internet research said to look for.
I was ushered into the office to pay, given a receipt and that was just the start of my nightmare. I would probably be able to fill up and 8x10 sheet of paper but suffice to say I was not told of the haul away fee which cost extra and I did not pay for, the return information and the time frame of it, which included a purchase of the store's mattress cover. I would not recommend this store to anyone at all, ever.
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 warranty 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.
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!
MEMPHIS, TENNESSEE -- Please do not buy from these people. Not only did she get our order wrong after we specifically pointed out and even sat on the bedroom set of choice, but had the nerve to catch a serious attitude with us like we were wrong. She put in a WHITE bedroom set when they weren't even any white ones on display. Then it took 3 weeks to arrive (that's when we noticed it was not the right color). So she offered us to pick out another as if we were going to get that one in a few days... but they all were scheduled for another month!! I was outraged but had no choice but to wait.
We went in August 6 2013, wrong stuff came on the 25th. Then they said it would be here September 20, and I just got a phone call saying October 2!! We spent our money and had sold the bedroom set we had a week before shopping with them thinking we would be OK in no longer than 2 weeks! It's just a disgrace!! The manager did not care AT ALL!! Instead of trying to make it a little better on us for THEIR inconvenience he simply offered our money back and looked and talked to us with no respect, remorse, commonness sense, or even basic manager skills. I would advise no one ever use them!!!
We also got a sectional from them which is nice but the piece that connects the two is bent and not holding them evenly. They came out to "fix" it but made it worse! The quality of the furniture is cheap and poorly built. I also purchased the fabric protector but nothing was done to the furniture. So I'm going to see what lies and excuses they have for that is something were to happen to the couch. They have the absolute worst customer service I've seen in my life. We used the Winchester store and everyone seemed mentally challenged! And there was a salesman selling hair weave trying to sell me some! So unprofessional!
SANDUSKY -- Aside from the inadequate quality of all furniture from Value City (I've purchased a couch, 2 recliners, beds), what I REALLY can't stand are their commercials! Does ANYONE else have to change the channel when they come on? For instance, the annoying and obnoxious one about the chaise lounge. OR even worse, the couple sitting on their new couch and feeling as though they're going to hurl because of the coffee table? Disgusting! I'd like to know what the executives are thinking when the advertising companies come in to make their presentations and from all they have to chose from, pick the 2 commercials I just mentioned.
I CAN NOT get the commercial off the screen fast enough!! Anyone purchasing furniture from Value City based on their commercials has to be mentally deranged. I have talked to many of my friends and when I mention 2 horrible commercials, THEY come up with both of them before I even have the chance!
CUYAHOGA FALLS, OHIO -- Years ago I had gone up to Value City Furniture in Cuyahoga falls. I had just paid my rent in person because the office was in the area and having just come straight from a shift of factory work - I was a little dirty and I was a young woman in my early 20s. I was pressed for time and didn't have time to go home and shower or anything. From the moment I walked in the store a sales person literally stalked me everywhere I went, not to sell me anything but I think he thought I was going to steal something because as soon as I asked him questions about the entertainment center I wanted, he started getting really snippy with me.
I asked about their layaway plan because they did have one and he told me I would be better off just saving up and buying it with cash or borrowing money from family. Seriously he was such a jerk to me I went to leave and he followed me to the freaking door! I called back later and reported my experience and anger to the supervisor but I half believe the person I talked to was the same person. I was so disgusted by the way I as a hard working person who paid her bills was treated that I NEVER went back.
TOLEDO, OHIO -- I purchased an icomfort mattress and adjustable box in October of 2013 from Value City in Toledo, Ohio. I was told I would receive a $300 gift card. This is the only reason I paid for the set at that moment. I have not received gift card and have been given the run around with every store visit and office call about the issue. Not one time had an manager apologized for the inconvenience nor have I even spoken to a manager due to they are never available when I call or visit. The customer service reps keep saying the same thing time after time - they will note my account. I don't receive a call back or anything.
Now if I don't hear from someone I would like for Value City to just pick up the mattress and I can spend my money elsewhere. I have dealt with Value City for years and this is actually quite ridiculous. I have down about and maybe over $4000 for the set and to have to make many calls over a gift card is ridiculous!!! I will no longer shop at this store and I will never refer anyone either. If the issue is not addressed I will take further action.
It's not just about the gift card anymore it goes further than "just" that. I spent my hard earned money in this store and the least I could get is a meeting or call with a manager!! I've tried to contact corporate about the issue and even that is hard to do. As a business you should try to make a repeat customer happy. I am not satisfied with my last purchase or the customer service!
VIRGINIA BEACH, VIRGINIA -- I purchased a velvet headboard from Value City Furniture and the box appeared to be in good shape, no holes or anything. After making arrangements to have this item picked up, I get it home and open the box and it has a big hole in the headboard and someone had patched it up.
The supervisor told me that it wasn't his fault that it was the manufacturer. What kind of mess is that? Value City is selling the furniture but when it comes to a damaged item now it's not their fault. Anyway after informing them that I will be giving them a review and contacting the BBB, then they tell me they would give me back $25.00 on a $220.00 headboard. Won't be purchasing anything else from them!