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.
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 **, (sp?) the General Manager over the Pineville Value City Furniture location. Mr. ** 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. ** 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 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. **, 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. ** 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. ** 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. ** 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 company's 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. ** 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.
CHARLOTTE, NORTH CAROLINA -- On 9/22/10, I purchased a bedroom suite 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.
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.
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!
VA, VIRGINIA -- My experience at Value City Fredericksburg was good. Bianca and the store's general manager Durran were awesome. Bianca always perform above and beyond to meet the needs of the customer based on my experience. Very professional and effective customer service representative. Great representation for VCF. I am happy with the service at this store!!!
CHARLOTTE, NORTH CAROLINA -- All went well till furniture was delivered and set up. Delivery guy said draws were broken and would arrange for a tech to come fix them. 3 appointments later and the Value City tech has never shown up yet a month later. Each time I called Value City for assistance we were given endless circle of phone numbers to call for assistance and rude conversations. After month of furniture still being unfixed and no Value City tech ever calling or showing up for appointments, we called American Express and cancelled payment to Value City.
HAGERSTOWN, MARYLAND -- Five months ago we purchased a leather dual recliner at Value City Furniture. A few weeks ago, we noticed the leather peeling in the headrest area of the left side. We called Value City and was told it was a warranty issue. We called the warranty company and was told it was a manufacturer issue and we were to call Value City. We called back to Value City and they sent out a service tech to look at it. He covered it with something and said that "this will probably not fix the problem". He also said that this has happened before. He said that "if this doesn't work, call and we will make it right."
A couple weeks later I rubbed my finger over the area and the coating started to peel off. I called Value City and told them that what was done did not take care of the issue. The manager said they could not replace it without a cost. I questioned that, because we had it only 5 months. He said we need to call the warranty company again. I did and was told that since Value City sent out their tech, that the warranty company would not cover it. I told her I only did what she told me to do. She would not listen to me - only kept repeating that the warranty was not good.
I ask for a refund on what we paid for the warranty. She said we needed to call Value City to discuss that. I got tired of going back and forth. We realize that the warranty company and Value City have no intention of honoring their warranty or standing behind any faulty piece of furniture. We are sorry we ever bought anything at Value City and will never do it again.
We are so sorry to hear about your issue. Please give our customer service team a call at 1-888-751-8553. They'll be able to look into this for you. We're here to help. Thank you!