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No wonder why it's called "value" city furniture.
Posted by on
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 repair man 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.
     
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Value City..Third Time Is Not The Charm
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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 a 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 Karen 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 embarrasssed 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.
     
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Alain on 2010-11-11:
Not a very smart move on the part of Value City.
stefani7 on 2011-01-14:
I'm sure its a little late to respond but I have a difficult time refraining from being heard. Value city is not the best quality although the showroom looks nice and contemporary. But basically, you get what you pay for and unfortunately, as you mentioned in your review, the economy directs many of our decisions when purchasing products. It is widely known that North Carolina is the furniture capital of the U.S., but a well hidden secret that furniture can be viewed, purchased, and delivered from online. Not just any furniture, the finest furniture and the very best brand names for a FRACTION of the cost (too commercially?). I, and many friends have purchased from NC and are all ecstatically happy! Now, the downfall...the deliveries are usually just that...delivered. It is an unwritten rule that the furniture not be taken into the house...liability purposes. But perhaps you can work that out...next time, eh?! Anyway, just a tidbit for you all looking for quality at a value.
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Value City Rights The Wrong
Posted by on
CHARLOTTE, NORTH CAROLINA -- As a good faith gesture, I am writing this as a follow-up regarding my previous post about the Value City Furniture store located at 9527 South Boulevard, Charlotte, NC 28273.
After posting my previous complaint, I also sent a copy to Value City Furniture via their “contact us” link provided on their website. I received a phone call later that day from Chris Rousseo, (sp?) the General Manager over the Pineville Value City Furniture location. Mr. Rousseo explained how he understood my situation, and voiced his own frustrations with how my whole experience with Value City Furniture had transpired. He apologized for the way customer service had dealt with my account (or lack thereof), and assured me that my sofa would be delivered between 9:30-12:30 on 10/27/10, the next morning. Mr. Rousseo thanked me for voicing my frustrations via their company website, which he said in turn, allowed him to have an opportunity to make things right with the customer; which in this instance was me. He assured me that I would be taken care of, that I would be compensated for the inconvenience, and that he would call back to follow-up with me to discuss the parameters of my compensation. I must admit, after the track record I had had with Value City Furniture keeping their word, I was somewhat skeptical as I hung up the phone. At 9:15 the next morning, Value City Furniture was placing my new sofa in my living room.
Earlier this evening, I received a follow-up call from Mr. Rousseo, asking if I was satisfied with my new sofa. He explained that he was keeping his word, since he had told me that he’d call. Mr. Rousseo admitted all of the errors that had snowballed into this train wreck of events, and agreed that this entire situation could have been avoided simply by providing some information. He told me that the day I purchased this sofa, I should have been told how the delivery process worked, and that it would be a few weeks before I could expect my sofa. Then I would have had the option to either wait or go ahead with my purchase, but either way, I would have been informed.
Mr. Rousseo added that I should have been accommodated when I called asking for a temporary fix; anything, to keep me from sitting on the floor for 34 days. Understanding that they are not in the rental business, and explaining that what happened to me was a very rare occurrence, he said his company still should have taken the extra steps in ensuring my comfort while I waited.
On behalf of Value City Furniture, Mr. Rousseo has done his best to try to Win back not only my trust, but my faith in his business. He did as he promised and he made things right. He compensated me well for my inconvenience, exceeding my expectations completely. It was a pleasure speaking with a man of his status that actually cared about the feelings and experiences of his companies’ customers. He possessed a very pleasant and accommodating demeanor, of which I am grateful. However unfortunate the events that led to our phone conversations, I am thankful that he was willing to right the wrong I felt his company had made.
Mr. Rousseo assured me that these events will lead to more in-depth training of his Value City Furniture employees, and this time there is no skepticism in my mind regarding his intentions. I fully believe that he will take the steps necessary to better his employees and the relationships they exhibit with their customers.
     
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Venice09 on 2010-10-29:
Customer service is alive and well! Great update. Some people wouldn't have bothered to post the good news. So, it was nice of you to give credit where credit is due.
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When did Customer Service become too much?
Posted by on
CHARLOTTE, NORTH CAROLINA -- On 9/22/10, I purchased a bedroom suit and couch from Value City Furniture located at 9527 South Boulevard, Charlotte, NC 28273. I was told by the service associate that I purchased these items through that everything would be delivered the afternoon of 10/09/10. On 10/07/10, Value City Furniture called to confirm my delivery date for the 9th, they also informed me that the Hunter Bronze Sofa - SKU: 1334948 that I had bought had not been delivered from their warehouse yet, and that it would be 10/19/10 before I would receive my sofa.

I spoke with the manager of the store who assured me that it would be delivered no later than the 19th, and that his hands were tied as far as providing anything to keep me from having to sit on the floor of my new home. He did reduce the delivery fee 50%, and told me to call if I had any further questions. When asked if I could pick out another sofa and have them meet the already paid price, again his hands were tied. So, basically my only options were either sit on the floor and wait for my sofa, or cancel my order and be refunded. I opted to wait the additional 10 days...Big mistake.

On 10/18/10, I received yet another call delaying my 19th delivery to now take place on 10/23/10. On 10/21/10, I had not heard anything from Value City about my delivery, so I called to confirm my delivery date for the 23rd, and was told that there was no record in the computer system for a delivery to be made on the 23rd, that it was showing 11/06/10!! The lady I spoke with told me that she didn’t understand why it was showing 11/6, when there was a delivery date available for 10/27/10. So she rescheduled me for the 27th.

Here it is 10/26/10, and they still do not have any idea as to when I will receive my sofa. I am extremely livid with Value City Furniture, and will NEVER again purchase anything from their company. I have a sofa that has been bought and paid for, and yet I’m still sitting on the floor 34 days after I originally purchased it, with no information as to when my sofa will be delivered. I have been put off 4 times, and feel I am getting the run around from this company instead of any answers.

Now I see firsthand why some of the Value City Furniture stores nationwide have closed their doors. In today’s economic situation, and as desperate as companies are for people to purchase from them, logically one would deduce that as a customer you would be treated with better customer service than what Value City Furniture has provided. I have been led on and lied to for over a month now, and this is the proverbial last straw.

I am going to demand a refund, purchase a sofa from another company, broadcast this complaint on every website I can find, contact the BBB and make a complaint, as well as send this complaint to Value City Furniture’s Corporate Headquarters, and the Consumer Protection Division of the Attorney General’s Office of the State of North Carolina.

I hope anyone deciding to purchase from Value City Furniture has better luck with this company than I have had. As for me, I’ll take my business elsewhere.
Resolution Update 11/13/2010:
This issue has been resolved. Value City Furniture has issued a refund and it has been received. All matters concerning this thread have been resolved.
     
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RaceChik on 2010-10-28:
As a good faith gesture, I am writing this as a follow-up regarding my previous post about Value City Furniture. After posting my previous complaint, I also sent a copy to Value City Furniture via their “contact us” link provided on their website. I received a phone call later that day from Chris Rousseo, (sp?) the General Manager over the Pineville Value City Furniture location. Mr. Rousseo explained how he understood my situation, and voiced his own frustrations with how my whole experience with Value City Furniture had transpired. He apologized for the way customer service had dealt with my account (or lack thereof), and assured me that my sofa would be delivered between 9:30-12:30 on 10/27/10, the next morning. Mr. Rousseo thanked me for voicing my frustrations via their company website, which he said in turn, allowed him to have an opportunity to make things right with the customer; which in this instance was me. He assured me that I would be taken care of, that I would be compensated for the inconvenience, and that he would call back to follow-up with me to discuss the parameters of my compensation. I must admit, after the track record I had had with Value City Furniture keeping their word, I was somewhat skeptical as I hung up the phone. At 9:15 the next morning, Value City Furniture was placing my new sofa in my living room.

Earlier this evening, I received a follow-up call from Mr. Rousseo, asking if I was satisfied with my new sofa. He explained that he was keeping his word, since he had told me that he’d call. Mr. Rousseo admitted all of the errors that had snowballed into this train wreck of events, and agreed that this entire situation could have been avoided simply by providing some information. He told me that the day I purchased this sofa, I should have been told how the delivery process worked, and that it would be a few weeks before I could expect my sofa. Then I would have had the option to either wait or go ahead with my purchase, but either way, I would have been informed.

Mr. Rousseo added that I should have been accommodated when I called asking for a temporary fix; anything, to keep me from sitting on the floor for 34 days. Understanding that they are not in the rental business, and explaining that what happened to me was a very rare occurrence, he said his company still should have taken the extra steps in ensuring my comfort while I waited.

On behalf of Value City Furniture, Mr. Rousseo has done his best to try to win back not only my trust, but my faith in his business. He did as he promised and he made things right. He compensated me well for my inconvenience, exceeding my expectations completely. It was a pleasure speaking with a man of his status that actually cared about the feelings and experiences of his companies’ customers. He possessed a very pleasant and accommodating demeanor, of which I am grateful. However unfortunate the events that led to our phone conversations, I am thankful that he was willing to right the wrong I felt his company had made.

Mr. Rousseo assured me that these events will lead to more in-depth training of his Value City Furniture employees, and this time there is no skepticism in my mind regarding his intentions. I fully believe that he will take the steps necessary to better his employees and the relationships they exhibit with their customers.
Anonymous on 2010-10-28:
Thanks RC, I love happy endings.
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I have had a great experience with them!
Posted by on
GLEN BURNIE, MARYLAND -- I wasn't particularly set on any specific store, so my roommate and I spent an entire Saturday driving around to a number of different furniture stores trying to decide what to buy with the money I got for Christmas to buy a sofa after my poor futon fell apart. My mom bought a sofa from VCF in 2004 that I love and sleep on every time I visit her (once a month or so) - very comfy and she got it for a great deal, but they don't have it anymore; so I figured we'd try it even if I didn't really want to buy anything there. The first place we went was the VCF in Glen Burnie, MD, where in the window they had the Matera sofa in red. I had seen it online and thought it was ugly, but my roommate and I loved it immediately when we saw it in person and sat on it. We went to several different stores, but found ourselves comparing everything to the Matera sofa and knowing it all came up short. I really wanted a chocolate brown because everything in my apartment is pink and/or mahogany, but the brown was a sort of gross color so we decided that we loved how beautiful the blue was, a sort of light blue-grey that will not hide anything. So we returned, and I bought the Matera with the fabric protection (I know, it's generally stupid to buy the fabric protection, but microfiber scares me since I've been known to fall asleep with glasses of red wine...I figured I'd do my best to be careful but I'd at least try to protect my 'investment').

I couldn't really afford the $100 for delivery (with a $400 sofa, that would be 25% of the price!)I was upset when they told me I couldn't pick it until Friday because it wasn't available, though it was available in other colors sooner or I could go to another store 25 or so miles away. I don't have a car and was borrowing a truck from a friend to pick it up and save the money, so I wanted to go to the closest location because I knew he was already doing me a huge favor. Friday was my birthday and I was having a party that night, so I was very concerned about getting it as soon as possible. They told me that pickup wasn't until 12, but I could potentially pick it up a little earlier if I called and it was ready. It turned out that with all of the other errands I had to run, I didn't make it there until around 12:30. They called me around 10 to remind me I could come and pick up my sofa (do people actually forget that their sofas are in? I thought that was pretty funny).

Anyway, got there and there were 3 people standing outside chatting. They honestly could NOT have been more helpful. It's true, I was a single female picking up a sofa by myself, but those guys were fabulous. They brought it out, tied down the back gate of the truck, and really did everything to make sure I was comfortable driving it and that all was secure. I felt so guilty immediately afterwards, realizing that in all of my nervousness about driving the truck with the sofa I had forgotten to tip them.

The only hitch I had in the whole experience was my arrival back at the house. I mentioned that I was a single female picking it up...I was also a single female bringing my new couch home. As previously mentioned, I had a party that night and got home with about 4 hours left before I had to drive my friend's truck back...so I was in a bit of a time crunch. Long story short, I backed the truck in, had the sofa almost into my city apartment (into the door, but not through). I pushed and pushed, but nothing. I tried to wedge it for about half an hour, turning it in different directions) with no luck. All of a sudden, a neighbor appeared to help me, and it had been stuck on a doorjamb - I couldn't have fixed that by myself because of the basic physics of that. Either way, he helped push it through. I have to say, to Value City's credit, that there was not a scratch on the sofa. It was very securely wrapped, and it turned out just fine. All I had to do (just as they told me in the store) was screw on the legs; very easily done by myself and it was nice and easy to move all alone.

Anyway, I'm sitting on my new sofa now. I've had it a few weeks, and it is insanely comfortable. That first night, I slept on it with someone and we both woke up feeling good. It's comfortable to sleep on and to sit on. I'm taking a weekend-long exam right now (hence the long review) and everything about this sofa has been awesome. I can't speak to its longevity just yet, but at least in the short term it is AMAZING. Granted, anything would have been an improvement over what I had, but this sofa is literally everything I was looking for.

I am not the kind of person who reviews things, but I think VCF has gotten some unfairly bad reviews (although most of them are incoherent; I think mine is long but hopefully coherent. I just wanted to be clear about the fact that at every point things have gone well for me with them). My experiences have been (and for several years been!) positive. I'll happily come back and update this if I have problems; it really bugged me that I couldn't find any reviews when I was shopping so I'd really like to share the positive and negative experiences I have!
     
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Alain on 2010-01-31:
Nice to see you were pleased with them.
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Value City Furniture - SUCKS!!!!
Posted by on
ST. LOUIS, MISSOURI -- My husband and I bought a sectional from Value City Furniture October 2007. I had the sectional not even a month a noticed the sectionals cushions and cushion covers were not holding up. The cushions and cushion covers looked as if they were old!!!!! I have called the store over the course of a year and a half and they have replaced my cushions and cushion covers four times with the same crappy cushions and same crappy cushion covers. I called the store today to speak with a manager and they now are telling me that since my warranty has expired there is nothing they can do but order us new cushions and cushion covers but my husband and I have to pay for it. I told the manager this was unacceptable since I tried to get them to take back this furniture in November 2007 and they wouldn't!!!!! Apparently when you buy furniture at VCF you have 7 days to return it if you don't like it. Seven days???? Nothing falls apart in 7 days!!!!!
I have gone to the store in person and tried to reason with these people and one of the manager's told me that the particular sectional I had purchased was one of the lower end sectionals they sell and I should have gone with the American Signature Collection. I explained to him when I bought the furniture the sales lady told me that the sectional I had bought was one of the higher end sectionals. The manager disagreed with me and told me the American Signature Collection was the best line of furniture they have. Instead he wanted to replace the cushion and cushion covers which we did again!
I've called the Headquarters of Value City Furniture and can never get a "live" person to talk to. Apparently the corporate office is too busy to talk to the consumer so they make you leave a message which I have done three times now.
You would think the store would want to keep the consumer happy and work with them however they have just been a pain in the butt! Now I need to buy another sectional from another store b/c Value City Furniture WILL NOT stand behind their products.
     
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Value City Sham
Posted by on
OHIO -- After working for this company for a few years, I decided to leave. I could no longer back their product or nor their business practices. I read a comment about their "scotch guard" protection. Hardly ever did the furniture ever get treated the way it is recommended by the manufacturer. Many times it was accepted by management to hurry along and just get the furniture loaded on the trucks and out the door. They just wanted to make the sale, never worrying about service to the customer. In their mind, if a customer is unhappy, there is another customer out there that will buy. Value City Furniture also owns Value City Department Stores and is(was) affiliated with DSW shoes.

Look up info about DSW shoes and you can see what the Value City corp. thinks about your credit card information. Now back to furniture, many instances this company has gone out of its way to rip people off, even if employees would bring it to their attention. I will cite one instance since there are so many. A few years back, a customer bought a sectional and it was delivered to their apartment. Around 6 months later it was decided by management to go back and pick up the sectional at that apt. and also deliver a full refund check upon picking up the merchandise. To our surprise, the apt was empty except for the sectional and the person there to accept the refund was not the same as the person who accepted the furniture a few months ago.

So, just being curious a little we asked what happened to the person who used to live here, and come to find out the person who accepted the check was the landlord and she volunteered more info than what we asked about. She began to tell us that the person renting apt was a prostitute and they were put in jail and she is just trying to recover some of the money that by having the sectional returned to the store. When we began to get get the sectional prepared to lift, we had to tie down the sleeper part of the sectional because it will open when you try to turn it getting through the doorway. We noticed that the sheets were still on it. But we didn't think much of it.

My partner and I had short sleeve shirts on, so when we pick up the sectional, of course our arms were touching the fabric. We continued to load the other pieces of the sectional onto the truck, gave the landlord the refund and went on our way. Keep in mind that the apt and the store were only about 2 minute away from the store. When we got back to the store , our arms broke out in a rash. We washed up and nothing really came about all the rash, but its disgusting to think what could have caused that. Anyway, instead of destroying the sectional, it was decided by management to have a professional cleaner come in and clean it and place it on the showroom floor "As Is", no warranties, no nothing. To me personally, that is pretty disgusting knowing the history so far about the sectional. And you can bet management knew what was going on because they were told about it. Anyway, a short time after that a customer bought the same sectional but they bought it new.

When it was time for it to be delivered, it did not make to the store on time to be delivered, so once again management made another decision......to rip-off the "As Is" tags off the showroom sectional and deliver that one to the customer as new. I only worked for the furniture store for a few years, but I saw that was common practice, to take the showroom furniture and deliver to the customer like it new when and item does not come in on time. Also, I personally saw management alter log books on their delivery trucks to make it look like they were being serviced and that there was no serious mechanical defects. Many of their delivery trucks had serious problems that could have caused serious accidents. I had worked for the VC corporation, from the distribution centers, to the department stores, to the furniture stores.

While working for them I saw the same type of management over and over again. They want people that will do WHATEVER it takes to make a buck, to whatever it takes to save a buck, at the expense of safety for its employees and consumers, or to just downright lie to get your money. If you use a credit card with this company, beware, they will not take reasonable steps to safeguard your credit card information, unless like in the case of DSW, they were forced to. If this company goes under, it will be because of their own doing, but in the meantime, the owners of Value City( Schottenstein's) are one of the richest families in Ohio at your expense and has weaseled their way in the public spotlight by having their name on the Value City Arena.

You can be assured that the CEO and the family that has run VC is sleeping well at night, not thinking twice about how they scammed people all these years. They don't see consumers as people, just another sucker that will spend their hard earned dollars on their substandard merchandise.
     
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spiderman2 on 2007-12-21:
I'm sorry but something doesn't add up here. What store will give a full refund for anything they sold to you and you used for six months? That is just bizarre and makes me wonder about this post.
Principissa on 2007-12-21:
I'm with spiderman on this one. No store would ever give a refund on used merchandise especially after 6 months if there is nothing wrong with it. I can believe that they ripped the tags off the furniture on the showroom floor. A furniture store in town just got busted for doing that. Everything else just seems really fishy to me, and I'm sorry but I can't believe it.
Slimjim on 2007-12-21:
I hate these internet disgruntled ex-employee stories of horror. Guaranty 90% is half truths, half stories, and some cases, just AK being flat out wrong. You decided to leave, or were you fired. Isn't that when these companies that were OK to work for for years, all of the sudden are Satan's lair?
Anonymous on 2007-12-21:
I can't side with you on this one, try as I might.
Sarah May on 2008-01-08:
Well, I found their return policy:


A customer may ask for a refund or a re-selection at anytime during the interval between when they paid for the item(s) and when the item(s) were received by the customer. Your refund will include all taxes paid, extended warranties purchased, and the cost of any fabric protection and extended warranty fees that you have purchased. Your refund will be issued in the same form as it was accepted, except for cash. If your original cash deposit was over the amount of $250.00 a check will be issued by our home office within 10 days and mailed to you. The customer must notify us within 7 days of the date they take possession of the merchandise if there are any problems with the furniture or their property due to delivery. Any customer who during the first 7 calendar days from the date of possession requests a refund, must make a request to the store manager. Refunds can only be made if the merchandise is in "as-new" condition and the merchandise has not been treated with fabric protection. If a refund is granted, all monies will be returned excluding delivery charges. "As-is", "Floor Sample", mattress and boxspring items are not refundable or exchangeable.

If I'm reading this correctly, it's only seven days. That's the shortest window for a return policy I've ever read, with the obvious exception of "All Sales are Final"
charles moore on 2014-01-02:
I bought four thousand dollars worth of furniture from the warren store all junk recliner started to shred foam after one week, end tables were made of dead wood started falling apart, I paid for bed mattress and couch to be treated never was.....all the furniture I bought was complete junk!!!!
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Value City Furniture Delivery
Posted by on
VIRGINIA, VIRGINIA -- Value City Furniture
5516 Leesburg Pike
Falls Church VA 22041

Dear Sir or Madam:

Prior to making my purchase of living room furniture from Value City Furniture (Falls Church, Virginia), I was warned by a friend of their deplorable delivery service. This person regaled me with a tale of an attempted purchase of a 5-piece bedroom set. On the first delivery, one of the five pieces, a dresser, had a broken leg. On the second delivery, the dresser was a different model and color, and from a different set to boot. After her second refusal of delivery, she was told by Value City Furniture that the piece was on indefinite backorder and her order was cancelled.

Unfortunately, I incorrectly believed that her experience was an isolated incident. It assuredly was not. I have now come to learn that Value City Furniture is truly synonymous with abysmal delivery service and incompetent customer logistics.

I was to have a couch delivered on Wednesday, May 25th, from 11am to 2pm. I explained to the delivery scheduler, that due to condominium restrictions, furniture delivery would need to take place between 9am to 5pm. They assured me that it would be delivered within the three-hour timeframe and would not be delivered outside of the condo delivery hours. With such assurances, I took the day off of work in order to be available to receive the delivery.

At 1:30pm, Value City Furniture called me and stated that I would need to be reassigned to the 3pm to 5pm window. The reason for the delay was traffic. How a professional trucking company could be caught unaware and not anticipate the traffic around a major metropolitan area is beyond me, especially since I only live 5.8 miles from the Value City Furniture store, from which the delivery was supposed to originate from.

At 4pm, I called Value City Furniture to check on the delivery time and was told that it would be delivered “in about an hour.” I informed the dispatcher that I could not accept a delivery after 5pm due to the condo rules. The dispatcher informed me that I would need to schedule it for another day since it would probably be coming at around 5:30pm. The dispatcher suggested a Thursday delivery. I explained that would not be possible since I had used up my accrued vacation time waiting around all day on Wednesday and that Value City Furniture would need to wait until I accrued enough vacation time to spend another entire day waiting at home. The dispatcher ensured me that they would be outside my condo at 9:30am the following morning.

I didn’t go to work on Thursday, mistakenly assuming that the delivery would be made at 9:30am. At 10am, I contacted Value City Furniture and was told that the truck was getting prepped and that the dispatcher was incorrect in stating that I was to have the furniture delivered by 9:30am. Instead, I was scheduled to the 9:30am to 12:30pm slot. At 10:30am, I contacted Value City Furniture and spoke with a manager and was told that the delivery would be made in thirty minutes. Due to calls from work, I felt that I needed to ensure that this was resolved as soon as possible, since this belated delivery was beginning to seriously infringe upon my work. At 11am, I was told the truck was twenty minutes away and, at 11:30am, I was told that the truck had to return to the warehouse after forgetting something.

At 12:15pm on Thursday, twenty-four hours after the original delivery time, the couch was finally delivered, after traveling the whole 5.8 miles.

After factoring into the purchase price of the couch the two days of lost productivity at work and lost vacation time, I can inequitably state that Value City Furniture’s furniture has absolutely no value. If I knew prior to placing my order the lost time, lost money and accumulated aggravation that dealing with this company would cost me, I would definitely have plunked down the required cash to purchase the same items from a higher-end store.

At least now, my friend will have a companion tale of Value City Furniture incompetence to accompany her own, to ensure that listeners will not mistakenly believe that her interaction with your company was an isolated incident.

Very truly yours,


Cc: VCF.ServiceMaster@vcf.com

Better Business Bureau
1411 K Street, NW Suite 1000
Washington DC 20005
     
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xqa on 2005-10-05:
Yes. Value City Furniture(Falls Church,Va) has bad customer service.
First time delivered broken pieces.
Second time they called us to confirm the delivery, I took the day off(yesterday) and waited for them.
No one showed up. I called the customer service and she connected me to the dispatcher, and he said the warehouse has no stock available for me at all. He asked me to call back for a reschedule...
nicolelasalle on 2005-10-28:
The VCF in Columbus Ohio is aweful as well. Not only do they have unreliable delivery service, the sales people are deceitful and will lie to you face to make the sale. And, on top of that, the general manager condones their actions. Don't shop there!!
notimeforbs on 2007-01-11:
VCF in Countryside, IL is horrible as well. My friend ordered a sofa. After two days of having to be rescheduled at VCF's request, the sofa was delivered. It was a sectional and each piece was from a different set. The delivery personnel were on drugs, ripped one edge of a section, and made a huge gouge in her hardwood living room floor. She is currently trying to get VCF to pay for the floor repair.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Very Bad Customer Service!
Posted by on
Rating: 1/51
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.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Bad Quality Even Worse Customer Service and Warranty
Posted by on
Rating: 1/51
MECHANICSBURG, PENNSYLVANIA -- Purchased a couch and chair. We also purchased a better warranty. Once we got the furniture home and unwrapped there were many scratches and dings on the wood. Also the chair appeared to have issue with frame. We called the store and they sent a person to our house. All he did was use a putty pencil to fill in the wood and advised us he would order a new frame for the chair after weeks the new frame still wasn't replaced. Upon a 2nd call to the store they sent a different person. There was no frame ordered and the guy was unprofessional. We also complained because the couch cushions were already flattening. Basically we asked about the warranty and they said it wasn't covered. After contacting management they refused to fix the issues and then we get a letter stating they have canceled our credit card through them
     
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