Value City Furniture - Page 3

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1.1 out of 5, based on 16 ratings and
67 reviews & complaints.


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Poor Customer Service
Posted by on
Rating: 1/51
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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Does Not Stand Behind Warranty. Does Not Believe Customer.
Posted on
Rating: 1/51
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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Customer Service? I Apologize
Posted by on
Rating: 1/51
OHIO -- Would you like a couch? Don't go to Value City. Would you like customer service? Don't go to Value City. Do you want to have nothing but problems after you have place an order? Or do you want to wait for a product to be back ordered continually. If so you want to go to Value City. That is exactly what you will get, and after days, weeks and months of frustration you know what you get? I apologize for the inconvenience. I'm sorry to. That after the dissatisfaction I have received repeatedly I will never step foot in your store again,. and be sure to tell everyone who will listen the horrible service I received. I too work in a customer driven industry usually 2 or more homes a day, people like to talk so I plan to talk about this in every home I go into. NOT TO MENTION DAILY POST ON SOCIAL MEDIA SITES. I am usually pretty even tempered but this is unbelievable to me. they don't care about there customers. or the inconvenience they give to you. DAVE R.
     
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Bed warranties
Posted by on
Rating: 1/51
INDIANAPOLIS, INDIANA -- We purchased two twin bed mattresses from Value City Furniture and the sales representative NEGLECTED to tell us that YES we had a sleep comfort warranty, but they won't credit us for the purchase - just in store credits. That changes EVERYTHING when you are pricing mattresses!!! Would not have bought from this store if we knew this - other stores we shopped DO NOT do this!!! The bed worked for my husband, but not for me. Unfortunately we bought the most expensive bed they had and now are STUCK with the beds. In store credit is of no value as we will NEVER be going back. They are recommending that we start all over and try to find a bed that works for both of us. Truth is - that's what we tried to do originally - the whole reason we got split twin beds so we could have choices. We do not want a 13" mattress beside an 11" mattress - would look terrible.

Great customer service - "Sorry, we know you tried to get two twins to resolve two different sleep issues (2 twins/King), but pick another one and yes, you won't get your money back so you can just buy more furniture here. Not a good way to Win customers!!!! Why would anyone buy beds here when the sleep warranty doesn't help resolve the money differences in the end. Your purchase price is FINAL!
     
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Don't bother with warranty - they won't pay
Posted by on
Rating: 1/51
CHARLOTTE, NORTH CAROLINA -- Since we had full leather damage coverage, we called in the damage we noted on the sofa. After 2+ weeks, a representative from the warranty company came out (he was as rude in person as he was on the phone). You could tell that his sole purpose was to try to find a way to NOT pay for the damage. He told us nothing.. but low and behold.. 3-4 weeks MORE (a total of almost 8 weeks later) we got a letter saying it was denied. There was only one spot peeling and the rest of the sofa was well kept but still they denied.

Never again will VCF see any of my business. Absolutely atrocious!
     
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Biggest rip off
Posted by on
Rating: 1/51
GREEN BROOK, NEW JERSEY -- We signed the contract and paid in full for a set of power reclining sofas. A day later we were contacted by the sales person saying the price was only for manual reclining and that power recline would be $309 more. We had to cancel the contract because they were not willing to "eat the loss". I looked these people up on Better Business Bureau and they had an awful rating! I should have done that in the first place and saved myself the heart ache. The manager actually said to me that I was threatening him when I said I would post my experience on-line. I don't do threats. I just hope this posting helps other people/consumers.
     
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Lost table
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ESSEX, MARYLAND -- I bought a whole livingroom set and 2 wooden tables for my basement. When ALL the furniture was delivered (except one of the wooden tables)and set up. I asked about the second table that was paid for. They said the people in the store couldn't find it. I wanted to take 2 of them at the time of order, but they wouldn't let me. Now I am missing a table and they don't sell them any more. They can't find one anywhere. They had to have sold the table I already paid for to someone else. Next time I'm taking what ever it is right off the showroom floor before they have time to sell to another person.
     
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Complete lack of Customer Service & questionable billing practices
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FLORENCE, KENTUCKY -- Spend almost $5,000 on 3/27/11, asked about 12 months same as cash and told yes so I put $3,000 in cash down w/balance 12 months same as cash. Told set would be delivered 4/20/11. Most of the set was delivered on 4/20, but missing parts and mattress cover which I paid extra for. I called right away and was told they had to check with the driver. Received call back, couldn't reach driver but, had a mattress cover that I could come and get. I was told they would follow up on the shelves. A week later someone called to verify that we were waiting for the shelves. When I called again on April 29 I was told to call Customer Service at the Tri-County Ohio store. I did, after being bounced around and on hold more for a while, I hung up & called the store that I purchased from and told them to call customer service at Tri-County & find out what was going on and call me back which they did and was put on hold AGAIN, then told that the Customer Service Manager was going to investigate but would be out Monday and that I would receive a call on Tuesday, May 3rd which came and went with no call. I called AGAIN on May 5th, I guess an unhappy customer still doesn't warrant a manager's time.. After a few minutes customer Service gets back on the phone to tell me that they ordered the shelves and they would be delivered and installed on MAY 27th, 2 months after purchase! I told them I didn't need the shelves installed and was asked if I wanted to pick them up then. Are you kidding me! I've already had to go back 3 times for various reasons having to do with this purchase. At this point, I think the customer service manager should deliver personally. If that's not enough, I gave $3,000 as the down payment and they verified my VCF Credit Card for the 12mos same as cash and charged me the entire amount right then. I called next day & told them to either give me 13 months same as cash for balance or take if off card because it would be a month before I took possession of any product. Then I receive a bill with minimum payment AND reflected a higher interest rate than it should've been based on when my account was opened. These rates were defined on the receipt. When calling customer service about the 12 months same as cash and why the minimum payment, I was told the salesperson must have misunderstood! Then I asked about the interest rate and they had no response at all. Since I will pay if off before then I didn't push the issue. I'm so disgusted with VCF! When advertising, in addition to stating they cut out the middle man, they should also disclose that they've cut out customer service also.
     
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Complete Failure of Service
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ST. LOUSI, MISSOURI -- I am in the process of replacing an entire house full of furniture because of a fire loss. Between me and my girlfriend, we have seven children in need of new mattresses and beds.
I initially visited the Chippewa store on November 11, 2010 to purchase a minimum of three mattresses and possibly two sets of bunk beds. My girlfriend had been assured by Tracy [sales associate], the evening before that the mattresses were in-stock AND available. They were not. I was advised that it would take at least a week for the mattresses to arrive.
I purchased a set of twin bunk beds and placed an order [including deposit] for a full-over-full set of bunk beds. When I was told that the ordered set wouldn’t arrive until November 30, I offered to PAY FULL PRICE for the display model, as we REALLY needed beds for our children. Tracy supposedly spoke with a manager who told her that the display model wasn’t for sale.
On November 29, a message was left stating that our bunk beds would be available for pick up the next day. They were not. I stopped by the Chippewa store on November 30, and I told that our bunk beds might be arriving on December 2. I noticed that the display set was no longer in the store. REALLY?!? When I asked about the ‘missing’ display set, I was told it had been sold and given a lame story about moving merchandise around the floor. No other displays had been moved or even rearranged since my visit on November 11.
After two lengthy phone conversations with Kirk [manager], he informed me that our bunk beds were dropped off at the distribution center. I offered to pick them up there. He then said they weren’t at the distribution center. And it was going to be December 19 before the beds would be available. I will be cancelling this order.
Both my girlfriend and I had repeatedly expressed the urgency of our situation. We are not simply window shopping, we are buying and will continue to buy. Everything needs to be replaced, but beds were the first priority. At this point, we have had mattresses on the floor for weeks and have been shifting children from room to room to accommodate our lack of bed frames.
In this economy, I find it truly disturbing that any company would exhibit such little concern for customer satisfaction.
     
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Defective sofa and loveseat
Posted by on
ALTOONA, PENNSYLVANIA --

approximately 3 and half years ago, we purchased a sofa and love seat from value City Furniture, almost immediately, the fabric started to pill and had numerous little balls on it, we contacted them and a service tech was sent out, they concluded that it was normal wear and would only replace the sofa cushion covers, never mind that the whole couch looked the same. well we are now looking at a couch that has shredded fabric in places even where there is no stress and misshapen back cushions, broken springs, broken zippers, hole in the lining covering the springs and holes in the arms of the couch, in short the whole thing is garbage. I posted a complaint with their customer service and was very surprised when someone contacted me and wanted to send out a service person to photograph the damage. well he came and done his thing and 2 weeks went by with not even a word from them. I called them and was told that by the look of the picture that they think that it was done by pet scratching, obviously their tech saw our cat in the house and they decided to blame him, even though we just got him less than a year ago and this damage absolutely was not caused by him. I told him this and he said well that's what we think the pictures look like, he might as well called me a liar to my face. I asked about the broken springs and he said well if it was within the first year we may have fixed this, but not now 3 years later. Why did they even bother to send someone out when they knew full well that they weren't going to do anything about it, they just wasted my time and theirs. I will never buy anything there again and I will tell everyone that will listen about this. they say that word of mouth is the best advertisement and the words from my mouth will be telling everyone to stay away from Value City Furniture.
     
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