STREAMWOOD, ILLINOIS -- I went to Value City Furniture because a neighbor of ours bought some furniture there, and it all turned out well. Not so much for us! I went to VCF to replace some tattered family room furniture that we had. I found a very stylish combo of a love seat and two chairs. I bought the extended service policy also.
Within 5 months, the chrome legs started to break. According to the repairman from VCF, they were on national back order. I guess I'm not the only one with this problem! After a couple of months they came back out with some cheap black legs that were functional, but not nearly as nice as the originals. After those were installed the entire frame on the love seat broke. That tore the cheap vinyl material. That was it. After coming out for repairs several times, VCF suggested that we come to the store and pick out a new set. Grrr!!!
So I went, found a nicer leather electric recliner set that they had. Seemed nicer, and sturdier. Also substantially higher priced. But, I figured that it had to better than the crap that they sold me in the first place. Once again... not so much!
6 months went by. The padding in the new love seat started to go flat. Then the springs started detaching and poking through the material. Then, the frame started to collapse! I called the store, they sent someone out, then the excuses started. Then they asked me to call the warranty company. The warranty company wasted a mountain of my time and effort trying to get a replacement. They committed, but then came up with excuses. Then nothing.
I finally asked VCF to just give me my extended warranty money back. Which they did, I am sure just to get rid of me and their problem. I got the money back and had a furniture repair company come out to effect repairs. They told me that the furniture I purchased was not worth fixing!!! That it was the cheapest junk they had ever seen. They claim even IKEA sells better stuff for less money! Oh brother!!
Lesson: DON'T EVER SHOP AT VALUE CITY FURNITURE FOR ANYTHING! They sell crappy super cheap furniture. They and their warranty company do not stand behind anything that they sell. Go somewhere else. Spend 20% more money and just deal with credible people selling decent goods. For $3000 I think my furniture should have lasted more than 14 months before I had to put it on the curb. Never again!
COLUMBUS, OHIO -- A very long story short, I went into Value City for defective furniture exchange and I thought I purchased the 3 piece living room set like on the one I picked on the floor. Very excited went and told everyone about how wonderful the service was. When it was delivered I only received a 2 piece because the salesperson did not write it up correctly, but yet made it an almost even price exchange (it was an exchange for defective set they no longer carried to replace piece). I wanted prices to even out. I was assured that was no problem.
After a very stressful Saturday going back and forth with manager regarding the situation, there is no fix other than my purchasing the additional piece with more out of pocket money. As much as I loved the set when I thought I purchased the complete set now I hate it I don't even want to sit on it. Dilemma for me the floor is the only alternative to a sitting arrangement. Thank you for ruining my Saturday and in general my opinion of the services offered. I will not shop at Value City again. Sincerely a very upset former customer.
BALTIMORE, MARYLAND -- They were scheduled to deliver a sofa and a kitchen table. This did not happen so I paid someone to pick up the furniture. My guy was given the wrong items. When I called to have this issue corrected I spent hours on and off the phone with them only to find out the correct items would need to be ordered from the warehouse and then delivered and would likely take 2 weeks.
I then spent another full day trying to get this resolve. They kept telling me to call back to speak with a manager. After more than 2 hours, I did finally reach a manager who offer to refund my delivery fee. REALLY? I would think so since they did NOT deliver the item. The people under the phones were rude and not care about my issue or the resolution of it. I would NEVER buy from them again!
PARKERSBURG, WEST VIRGINIA -- Purchased bed, box springs, rocker-recliner, and sofa. I waited 6 days for delivery. They called to confirm delivery time the day before. I got rid of old furniture. When they delivered, my couch was missing. I was told it would be delayed another week and the person who called the day before should have informed me. They did not. I have family coming from out of town and now I have no couch. Very poor way to treat customers. My order was paid in full. I also did not receive any papers with the furniture with warranty info. I will be shopping elsewhere.
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 must 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.
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 ** 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 ** 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. ** 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. ** 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 **, to “I'll have the manager call you back,” to ** (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). ** 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. ** 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. ** 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.
HARRISBURG, PENNSYLVANIA -- July 2008, 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.
CINCINNATI, OH -- Value City Furniture Store # 80; 650 Eastgate Dr. S Suite A, Cincinnati, OH 45245; 513-943-1110. 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 too “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.
WARREN, UTICA, MICHIGAN -- We purchased a set of living room furniture, coffee and end tables, as well as a kitchen table and bench from two of the Value City stores in MI. When we first purchased our living room set our sales person told us that the only sofa left was the one on display. We told her we did not want that sofa and instantly we were not going to purchase the set. Within 2 minutes she came back to tell us that she "found" a brand new one and that if we wanted the set, all 3 pieces would be new. We were a little skeptical because she happened to find a "new" sofa. We decided to go with the set and also purchased a NEW coffee table.
When the delivery came our sofa was not delivered with the other items and the "new" coffee table we ordered was damaged in all 4 corners. I immediately called VCF and I asked for another table to be sent. They said they no longer carried the table and they would send a repair person out to fix the table. The following week they set up delivery of our sofa that never arrived with the first delivery. When they delivered the sofa, it had the wrong feet with it. So again I had to call VCF and have them set up yet ANOTHER delivery date for the correct sofa with the correct feet. Finally on the 3rd delivery everything was right.
After that delivery we purchased our kitchen table and bench. When we had that delivered everything looked OK but a few days later I noticed the bench that was delivered was broken. The side of the bench was separating from the top part and supportive frame. I again had to call VCF and have them send a repair person. The repair person came and fixed the bench and I had to call someone to be there when he was because I couldn't take even more time off work with all these deliveries and repairs. When I arrived home I looked at the bench and the repair guy had screwed up through the top of the bench where the cushion was covering.
I removed the cushion and saw that the screw was sticking up through the top of the bench under the cushion. I still have yet to call to get this re-repaired, but plan on doing it in the near future. After having our living room set delivered, we didn't use it for 2 months before we actually moved into our new home. We moved into our home in late July and 4 weeks ago our sofa broke. We called VCF and they sent someone out to repair it. Two weeks after it was repaired, at our housewarming party none the less, it broke again.
A week later another repairman came out and looked at it for a few minutes, took some pictures and said that it was not repairable and he had to contact a manager to see what they wanted to do. He said it would take a few weeks for us to hear something. On top of all this, I realized when I got home that day the drawer on the coffee table we purchased was also coming apart.
When I found out the situation, I grew VERY upset and called and spoke with a manager at the Warren MI VCF store. She told me that they no longer carry the sofa and that they can replace the one piece. I told her that was not acceptable and I want a refund for the whole set because I was not going to have mismatched furniture because something that was out of my hands. She agreed to give us an in-store credit for the items.
My final problem is that now, 2 weeks later, I am in the same spot because I can't find a set of furniture that I actually like at VCF. The one set we did see is triple the price we paid and I am concerned that if we do purchase something else, it too will break or fall apart. To be honest, I don't even want to spend any more money at VCF because of all the problems we've had. It has been one issue after another and as of right now, we would not recommend anyone to go to VCF because of all the problems we've encountered.
GLEN BURNIE, MARYLAND -- I had a first time, very good experience when buying a love seat/sleeper from Value City Furniture. After moving into a brand new home we needed new furniture for a guest room. Our first out of town guests were planning a visit and we looked at 4 local furniture stores, including Value City. We decided on a queen sized bed, night stand and chest of drawers for a total price of $1540. Not the most we'd ever spent, but certainly a significant amount of money. We bought a new mattress and box spring set at Macy's and it was delivered without incident the day before our first scheduled delivery from Value City.
I was given a three hour time span, right in the middle of the day, which came and went. I had to call the store and was told it would be another hour to two hours. Very inconvenient, especially when considering that our home is less than five miles from the Value City store in Glen Burnie, Maryland. Two very nice delivery men arrived. They unwrapped the furniture from blue padding brought it into my home.
First problem was that it was covered with what appeared to be dirt. They explained that it was from the pads and said that a dryer sheet would work to remove the coating from all of the pieces. OK.. I can do that. I wanted the furniture and am reasonable. So I have to vacuum my very light colored rugs after.. I'm still happy to be getting my new furniture. They brought in the bed.. headboard, foot board and frame.. so far, so good. Dirty, but what can I do? Next the large night stand.. again.. dirty, but in pretty good shape.
Next they bring in the very large chest of drawers, across my hardwood floors and upstairs to the guest room. I see very clearly the back is cracked from one side to the other. The delivery men reverse the process and reload the broken dresser onto the truck. I called the store and the manager ** said she would "order another one" and we set up a delivery date for the following week. Another day of rearranging work schedules and waiting for delivery, but there is no other option. Half of a bedroom suite is not what I had in mind.
I am very pleased when the call comes and my three hour span is at least early in the day. The delivery day arrives and this time the dresser is wrapped in plastic, so no blue, dusty film on my white furniture and carpets. Good start! The very heavy piece is again carried across my hardwood floors, up stairs and into the guest room, where the plastic is unwrapped. A large crack in the front of the chest makes this one unacceptable. You know the routine.
Another one is ordered, another delivery date is set up, again scheduled for early in the day, so all is not lost. So... today I'm up bright and early. Surely this will be the day that my guest room is complete!! My guests are arriving from across the country in just a few days. All will be well. This time the furniture is wrapped in the blue padding with tape all around it. Under that it is completely wrapped in plastic. The driver (same very nice man from the first delivery) suggests that they unwrap it before taking it into my house and up the stairs. They do that on my driveway.
Here stands the very same chest of drawers from the first two deliveries... the cracked back all painted and patched (I hadn't noticed that on the second delivery), the front crack painted over and lots of other dings and rub marks. What happened to the 2 chests that were reordered? It didn't happen. I was sent damaged and not very well repaired furniture being passed off as new.. at the same new price I'd paid. The driver is embarrassed and apologetic.
So.. here I sit, at my computer. I'm feeling frustrated, furious, taken advantage of and very unappreciated as a Value City customer. I'm waiting for the store to open so I can talk to yet another manager and try to work this out. In this economy, I'm amazed at the lack of quality control and customer service. I'm shopping for new family room furniture, but Value City Furniture is off the list. I just should not be this difficult.