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64 Reviews & Complaints

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The Waranty of the Products
Posted by John.456 on 12/07/2012
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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Posted by At Your Service on 2012-12-08:
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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Value City Furniture - SUCKS!!!!
Posted by Greenidchris on 09/09/2009
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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Poor quality
Posted by Micktoolz on 05/13/2009
HENRIETTA, NEW YORK -- We bought two bedroom dressers approx 1 yr ago. One for one our son (blue) and one for our daughter (pink). Within 3 months, they started coming apart. The trim on the front (stapled on), followed by the sides bowing out so bad that both dressers are completely useless. All the drawers except the top and bottom won't even stay in, as they don't reach the tracks any more. They just fall down.

Also, when just a small amount of water got on the top (condensation from a cup), the paint lifted up and peeled off.

These things are serious junk. You get what you pay for, I suppose. Can't find our receipt, so I don't know what recourse we even have.

At this point, I am close to just pulling up front and setting them up at their front door on a busy Sat afternoon with a sign on them: "Value City quality".
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Posted by Mrs. Fantastic on 2009-05-14:
You forgot to put on your complaint how much you paid for these dressers. At $39 a piece did you really expect the dressers to last a long time? The dressers are cheap, absolutely.
That's like me complaining about a cheap knick-knack from the Target dollar bins. I'm not going to complain about the quality of the rest of their products. I know those are just cheap deals.
Posted by micktoolz on 2009-05-15:
1. They were $179 each. I fully understand these are not expensive pieces of furniture, but hardly $39.
2. This is not a knick-knack. It is a piece of furniture. There is a difference. I would expect it to be functional for more than THREE MONTHS before literally falling apart. There has to be some basic assumption of value and quality. Furniture is not supposed to be a disposable product.

Do you honestly think this is fair value?
Posted by BokiBean on 2009-05-15:
Even at $39 I would think it was junk! For $179, that just makes it that much worse. You have every right to be irritated and disappointed...
Posted by Meredith_Rose on 2009-07-31:
I'm fairly certain the colored dressers (pink, blue) are of very cheap quality and should not be expected to last very long. Maybe a better quality then the $39.99 chests.
If you buy cheap furniture and it falls apart it's your own fault not Value City's.
Posted by BokiBean on 2009-07-31:
Cheap furniture notwithstanding, you could get cardboard boxes that would last longer than 3 months. This one's on Value City.
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Poor Customer Service
Posted by Reviewgirl on 07/31/2008

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.

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Posted by bedroom set on 2008-08-13:
I am also throughly 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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Value City Sham
Posted by A K on 12/21/2007
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, their 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 their 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 thru 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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Posted by 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.
Posted by 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.
Posted by 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?
Posted by Anonymous on 2007-12-21:
I can't side with you on this one, try as I might.
Posted by 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"
Posted by 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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Bad Quality Even Worse Customer Service and Warranty
Posted by Gearhart191 on 02/20/2014
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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Damaged Velvet Headboard
Posted by Rachelmanley3 on 12/12/2013
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 its 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. Wont be purchasing anything else from them!
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Poor Customer Service
Posted by Andreafranklin on 07/20/2013
COLUMBUS, OHIO -- I ordered a daybed with a trundle via Value City Furniture's website for my son's room June 26, 2013. They left me an automated message Saturday July 13th and told me they would deliver the bed to my home Monday July 15th. Since I work and was unable to be at home that day, I called them and asked them for a Saturday delivery (July 20th). I was given another automated message Friday, July 19th, telling me to expect the bed between noon and 2pm the next day.

I called them at 3pm on the 20th because the bed had not arrived. They then informed me that the bed was OUT OF STOCK (even though they had initiated two calls to me to set up delivery), and would not be available until August 8th.

I think it is tremendously poor service to schedule delivery of an item not once, but twice, and then make the homeowner wait for a delivery when the item was not even in stock.

I will be cancelling my order (of course they've already charged my credit card) and will be taking my business elsewhere, for this bed and for all future furniture purchases.

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Posted by trmn8r on 2013-07-20:
Good move. There is another name people call this company by that rhimes with "City". If they don't give you a refund in a timely manner, be prepared to file a dispute with your cc company. You should check with the cc company to see how long you have to file a dispute - I believe it isn't much longer than 2 months.
Posted by Value City Furniture on 2013-07-22:
We are so sorry to hear about your recent experience, Andrea. If you would like to discuss the issue further, please contact our corporate customer service team at 1-888-751-8552. We're here to help! Thank you!
Posted by Tracy Cools Rockwood, MI on 2013-07-24:
On July 2nd 2013 my mother purchased furniture from the Taylor, Michigan store. She was moving into an apt. that weekend and needed the furniture or wasn't going to buy it. The salesman whom we dealt with (Louis Cintron) promised that the furniture would be there and that she received the last ottoman, which came free with the sectional. Well, come moving day, we went to pick up furniture (because of holiday no delivery available), mind you...my mother rented a truck from 42 miles North of the city she was moving too, and was dropping it off right down the street from her new apartment. When we got to store they told us that our fabulous sales rep (Louis Cintron) had actually had her furniture delivered to Toledo, Ohio....because apparently that's where we wanted to pick it up, yeah right! I mean if we wanted to drive to Ohio to get furniture....we would have BOUGHT IT FROM OHIO, makes sense doesn't it? Well, we had to deal with one rude manager or sales rep after another and finally they gave us a $75 credit WHOOPEE, considering it cost her an extra $120 for the rental truck in gas and miles! We drive all the way to Ohio, and of course the whole set is NOT THERE, no ottoman....again! So they tell my mother that it comes in on July 19 and will be delivered on July 24 (today)....well of course it's not coming! Now they are telling her "sometime in August".....This is absolutely crazy! Why are they selling things that THEY DON'T HAVE???? And what should I do? I'm fed up! It's just an ottoman, but that is sooo not the point! I don't know why I let her even look in that store...me and my husband have bought furniture twice from them, and almost the same situation as this. I'm sick of these salesmen that blow smoke up your butt and aren't even knowledgeable to have it sent to the store it was purchased from....Do they train them or do you just have to be a good liar? My mom has been looking forward to having her COMPLETE living room set that she PAID FOR and just keeps getting screwed around!
Posted by Renee on 2013-08-13:
ordered sofa sleeper 7/13/13 set up for pick-up 7/24. Received message back order till 7/31/13. Received message back order till 8/22/13. Called store and was told would get $ 50.00 credit for trouble (item went on sale so they would have had to meet that price anyway) and told me one located in Chicago with my name on it receive no later than 8/17/13. Received message back ordered to 9/6/13. Called 1-888 number and was told that they are only getting about 10 a week and there is a line for them but couldn't tell me where I was in line and that it could be extended past the 9/6/13 date. Credit card was charged day of purchase and I am already paying interest on a sofa I don't have. Terrible business practice!!!!!
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Does Not Stand Behind Warranty. Does Not Believe Customer.
Posted by Hmbumbaugh on 06/10/2013
HAGERSTOWN, MARYLAND -- This is my second review - same issue. I did receive a call from corporate headquarters. Even after I was assured they would correct the problem of the leather peeling, they did not want to do what the warranty stated. After a couple calls, I am told we can either have the back replaced for a fee or forfeit the remainder of the 6+ years of the 7 year warranty and they will replace the back for free. We paid the same price for the warranty as they were going to charge us for the new back. We chose to discontinue the warranty because they didn't stand behind it anyway. We will get a new back (hopefully) and that will be that. Even though I mentioned to the corporate office that the two sides did not match (leather and color is different), she simply said that there are discolorations and they are not always the same. We feel certain that the side that is peeling off was one that was previously damaged and they gave it to us. We will not go to Value City Furniture in the future to purchase anything. Customer Service is so very important and they do not have it there.
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Posted by Loleta on 2013-07-08:
I have also experienced the same thing with Value City Furniture. I purchased 3 rocker recliners, and one of them started peeling. I contacted Value City, and also Corporate. They sent someone out to look at one of my chairs because it had started peeling. Corporate told me that they would replace my backing, but then 3 days later I received a letter saying that they would not replace it. This is true - they do not back their so called warranty. I also purchased a Madrid Queen bedroom set, and the top (which looks like contact paper) started peeling. I will NOT ever buy anything else from Value City.
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Do Not Stand Behind Products
Posted by Cherylddarby on 06/09/2013
FREDERICKSBURG, VIRGINIA -- We purchased a leather recliner from Value City. The headrest area started to crack, and we called since it was under warranty. Value City referred us to the warranty service who told us the cracking leather was not part of the warranty. Unlike an earlier complaint I read of a similar problem encountered by another customer, Value City didn't have a tech come out. They did nothing.

Since we had previously purchased several other items at Value City, I had hoped for better treatment. We will not make any future purchases at Value City.
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