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.
TOLEDO, OHIO -- Hi, I purchased an icomfort mattress and adjustable box in October of 2013 from Value City in Toledo, Ohio. I was told I would receive a $300 gift card. This is the only reason I paid for the set at that moment. I have not received gift card and have been given the run around with every store visit and office call about the issue. Not one time had an manager apologized for the inconvenience nor have I even spoken to a manager due to they are never available when I call or visit. The customer service reps keep saying the same thing time after time - they will note my account. I don't receive a call back or anything.
Now if I don't hear from someone I would like for Value City to just pick up the mattress and I can spend my money else where. I have dealt with Value City for years and this is actually quite ridiculous. I have down about and maybe over $4000 for the set and to have to make many calls over a gift card is ridiculous!!! I will no longer shop at this store and I will never refer anyone either. If the issue is not addressed I will take further action. It's not just about the gift card anymore it goes further than "just" that. I spent my hard earned money in this store and the least I could get is a meeting or call with a manager!!
I've tried to contact corporate about the issue and even that is hard to do. As a business you should try to make a repeat customer happy. I am not satisfied with my last purchase or the customer service!
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 it's 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. Won't be purchasing anything else from them!
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.
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.
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.
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!
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!
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.
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.