Preview Review

Next Review

Value City Furniture Consumer Reviews - Page 4

Most Popular | Newest | More Options >
More filter options:
Abhorrent Customer Service and Damaged Products
By -

LEXINGTON, KENTUCKY -- I bought over $3,000 worth of furniture from their store, and I have received nothing but the absolute worst service every single time I have an order. Several of my pieces came in damaged and had to be replaced. One of them had to be repaired, however I was told very rudely by a customer service agent that they could not accommodate my schedule and if I wanted my furniture to be repaired I was going to have to accommodate them. The manager ** called me and was very nice in setting up an alternate time for the repair man to come out so that I would be able to be there when he arrived.

Unfortunately, the rest of the department must not have been informed, because I got a call saying the repair person was going to come at a time that was not the one ** had told me he would be able to. Next, I had a problem with the couch. I had to go through 3 different couches because each other one they gave me was damaged in some way. I went through 2 different lamps as well because of the same problem.

And now we come to today. About a month ago, I picked out a TV stand from their store to add to my order. It was ordered in Cleveland, and they said it would take awhile for it to be delivered because it was out of stock. We planned to have it delivered on August 28th, this Saturday, because I work a 9 to 5 job and cannot be home for delivery during the week. I was called by the store on Wednesday, which also happened to be my birthday, for a very rude awakening. The store left me a message saying that the TV stand was ready to be delivered the next day, Thursday, and wanted me to confirm that I would be home.

I called the store back asking why the date had been changed from Saturday. ** informed me that they could change it back so it would be delivered this Saturday like it was originally supposed to. I hadn't heard from the store about a delivery window so I called them back this morning. ** informed me my TV stand was scheduled to deliver on Saturday September 4th, like I had requested and they had informed me. I had never requested that, and that was the first I had heard of the September date.

I was then shuffled around from **, to “I'll have the manager call you back,” to ** (who informed me if that it would do no good if I spoke to the manager, and if I wanted to I would have to wait for a very long time). ** informed me she was the service manager and in fact she had told me yesterday that it would be delivered on September the 4th, which was a lie. She then called me a liar and informed me that no one there was going to want to help me if I kept calling and changing the date on them.

This struck me as particularly ironic, since Value City is the one that has been CONSISTENTLY changing the delivery date on me, not informing me until last minute, and then blaming it on me. A third call, from my mother, finally got to the manager. Apparently Value City did not think that I was old enough or rich enough to get the manager at all. It takes someone with money in their pocket or life experience to even allow you to speak to the manager in the first place. ** informed my mother that the TV stand was actually not even in stock yet. This was a bit confusing to hear, considering that they had initially told me they were going to deliver it on Thursday.

I guess they must have gotten frustrated with my request to change the date and decided to give my furniture, which I have been waiting for over a month, to someone else. I didn't realize that you could only get your furniture if it was convenient for the store to deliver on that day, and if it wasn't - you would lose your furniture and maybe not get it back for weeks. ** promised us that it will now be delivered on the 4th, but his promise was a little bit empty given the previous promises Value City has made me about my delivery dates as well as his “it will probably be in by then” guarantee.

I'll be holding my breath, because I doubt it will even be there then. I'll probably only get that one if no one else has a delivery date that is earlier and needs it. Due to their lack of communication and incredibly poor service, you get shuffled around, because it's easier to shuffle you from person to person than to actually help you. The only way you can get anything straightened out is to spend hours and hours screaming to them on the phone. Otherwise they don't really care about you. The cheap prices are great, but you really get what you pay for there - broken products (I'm worried to see how long they will last) and abhorrent customer service.

I will never be purchasing from Value City Furniture again, and I suggest that you do the same. I was initially very excited to see the low prices and type of furniture in the store. However, the appalling way the customer service agents have treated me and the shockingly terrible service I have received from them has proved to me that I will never buy from your store again. Despite how much I enjoy the other pieces I bought from the store, I wish that I could take all of it back because I wish that I had never given them a cent of my money. They don't deserve it.

Spread the word that Value City is terrible, because maybe then they will be motivated to treat their customers better.

Replies
Poor Customer Service
By -

HARRISBURG, PENNSYLVANIA -- July 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.

Replies
Crushing The Spirit Of A 4 Year Old
By -

COLUMBUS, OHIO -- After ordering over $1500 worth of furniture on 11/10/2007 my delivery date was explained that it would be on 1/4/08 which would be today. I would like to add that I failed to receive a confirmation call for a delivery time and window yesterday however I called Value City to confirm and was told that all of my furniture would be delivered between 9 and 12 today. Being that I work 3 blocks from where I live, it is fairly easy to swing home to allow the delivery men (who were very helpful) into my home to assemble the furniture.

Upon their arrival, I showed them where the Camp Granada bunk bed would be assembled and one man began unloading the truck while the second delivery man ran over paperwork with me to check contents. I was made aware of two items. That the Trundle unit was apparently not with this delivery and was scheduled for delivery on January 17th (GASP), I have a 4 year old daughter who has been waiting, and we all know how patiently 4 year old girls can wait for things. So the bed is totally unusable until after the 17th bearing the risk the item would not be lost in transit.

I then was also made aware of the "€œextension"€ units which are required for the actual use of the bed with a full sized mattress were short at the warehouse and that a second trip would be required and extra time for me to request for time off from my busy day at the office. After having this explained to me by **, I was directed to the back of the truck due to a problem with the bunk itself. Once again, a problem was brought to my attention that the bunk bed I waited a good 2 months for delivery for, was damaged upon loading it into the truck and improperly securing the furniture.

The wooden footing at the bottom of the headboard of the lower bunk was split, not only an eyesore on a $1500 bunk bed, but makes this unit physically unusable by the aforementioned 4 year old daughter and the installers themselves. I have since refused delivery of this damaged goods and am on the hopeful "€œwaiting"€ list for a delivery this upcoming Wednesday, of which a promise of the delivery manager at the Broad Street Value City was not 100% certain that this would occur.

I am writing this letter to Value City to voice my disdain for the care and improper treatment of a client's bought goods. As I am making payments on this unit I have not even been able to enjoy the product due to a heavy waiting period, a lack of communication via the company in regards to delivery, and the incompetence of having the completed order together.

I do not understand how Value City can continue to operate with such a lack of consideration for those whom buy your wares. I have been a loyal customer for years and recommend such services to others who are looking for quality furniture and bedding. However with the loss of credibility due to this entire ordeal has been rather disconcerting. I didn't haggle in the showroom over price due to the customer service due to the knowledge that I would expect from such a company, the trade-off would be worth it.

However now I am reconsidering any future recommendations to your company over the logistics, the communication or lack thereof, and the complications of explaining to a 4 year old girl that she will not be able to hold a sleepover with her best friend because the furniture company broke her new bed.

Replies
Value City Sham
By -

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 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 it's 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 knew 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.

Replies
Advertisement
FabricGuard is a Rip Off
By -

CHARLOTTE, NORTH CAROLINA -- On January 21st, 2005 I purchased a sofa & loveseat combo, as well as a matching side chair, two end tables, and a coffee table. I was also sold Fabric Protection for an additional $99 on the combo, and $9.99 for the side chair. This brought my total purchases with Value City Furniture to $2,978. I was told by my sales person, ** that the Fabric Protection was like Scotch Guard and would protect my furniture from rips, cuts, tears, and other damage, as well as repel water. He also informed me this would include a 7 year warranty, in addition to the Limited Lifetime Warranty that came with my selection.

On January 26th, 2005 Value City Furniture delivered all of my furniture with the exception of the side chair, which was not in stock. Upon arrival my roommate realized that the delivery team was unwrapping the furniture on the truck, before bringing it into the house. After the delivery team left we sprinkled water onto the sofa to see if it repealed like it was supposed to. To our surprise it did not. We immediately assumed they had forgotten to treat our furniture.

On January 27th I contacted Value City Furniture with my concerns and the operator informed me that it didn't seem right that my furniture was not repelling what and that I needed to call back the next day to speak with ** the service manager. On January 28th I contacted Value City Furniture to speak with ** around 4pm and was told she was gone for the day, I would need to call back for a third time to speak with ** on Monday.

On Monday I contacted Value City Furniture again, and explained my concern to **, she acted surprised that it didn't bead up, saying "so it didn't bead up at all?" She then informed me she would send someone out to treat it on Tuesday February 1st. On Tuesday a gentleman came to my house with a spray bottle and misted my furniture, applying less liquid to the furniture than you would when applying Fa-breeze. Of course I contacted ** again on Wednesday to inform her that the job was not completed well, and that the water still absorbed right into the fabric.

To my surprise this time she said, "oh, it shouldn'€™t bead up, it is going to soak into the fabric, it just won't stain, and if it does you can call us and we will fix it for you." I immediately informed her that this was NOT what I was told when I was sold the product, and was why I called her on the previous Monday, and why, I thought, she had sent someone to re-treat my furniture. She said I was misinformed and she apologized for that. I asked her how it would protect from a stain if it clearly absorbs, to which she had no answer. I asked what the difference was between the my Limited Lifetime Warranty and the 7 year warranty offered with the American Signature Brand.

To my surprise she said I had no lifetime warranty, that everything they sold in the store only had a 1 year warranty. I informed her I have a card that was attached to my furniture that said it had one. She then placed me on hold to check for herself. While on hold, the hold advertisement was for American Signature, and clearly stated a Limited Lifetime Warranty. After holding for a few minutes I was informed ** was speaking with the manager and would be right back. ** then came back to the line, apologized, and said I was correct, it did have a warranty.

At this point I was upset that no one knew what was going on and asked to have the Fabric Protection cancelled and refunded, she informed me I would have to speak with the store manager, **, and that she wouldn'€™t be in until Thursday, even though I was just told that there was a manager there that she was speaking with. After speaking with **, and being informed I had to call back Thursday for **, I called the Pineville location to ask them for a description of Fabric Protection and the Limited Lifetime Warranty. The sales person I spoke with there informed me that the Fabric Protection was just like Scotch Guard, and would, "€œbead up like water on a waxed car"€.

I was now going to wait and call ** the next day, but then I spoke to my best-friend, who'€™s uncle worked at a Charlotte Value City for years told her that at the time he worked there, it was his store'€™s policy to never spray furniture, even if a customer had purchased the Fabric Protection. Saying that they figuring that few people contact them with stains, rips, tears or burns that would be covered under the warranty after all the exclusions that they would save money by not spraying the furniture and just replacing or fixing the furniture that meet the warranty criteria.

At this point I was so upset that I had been told so many different stories I had my roommate contact the Value City corporate offices. There we were informed that the Fabric Protection plan wouldn't even cover our furniture because we had fabric, not leather and that even then it only covered seem rips, not cuts, etc. She also said that the American Signature had only a 1 year warranty and that she had never heard of the Limited Lifetime Warranty, even though I later found out American Signature is owned by Value City Furniture. She then informed my roommate that she would have the store manager contact me as soon as possible to go over this issue with me.

** called from the store less than 1 hour later, even though I was told she was not there and wouldn'€™t be in until the next day. ** told me a different story than the corporate office did. She informed that the Fabric Protection plan WOULD cover my furniture, and she assured me it had been treated in the store. She was confused about the warranty, that I did have a Limited Lifetime Warranty, but said that unless I purchased the Fabric Protection plan, if something happened to my frame and I did have a stain on the couch it voided all warranties!

She said she would send someone out to re-treat my furniture again, but it wouldn't do any good, that it was already treated, so I told her that was OK, but I would like to know if I could get some sort of discount or refund on the Fabric Protection plan. She informed me if she gave me any discounts that the warranty would be voided, that I can keep the warranty and pay the $110 or cancel the warranty and get my refund, even though I was misled and everyone continues to tell me something different.

Replies
Value City Furniture Warranty Fraud/Scam
By -

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.

Replies
No Wonder Why It's Called "Value" City Furniture
By -

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 "€œnew"€ 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.

Replies
Value City.. Third Time Is Not The Charm
By -

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.

Replies
Advertisement
Value City Rights The Wrong
By -

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.

Replies
When Did Customer Service Become Too Much?
By -

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.

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.

Replies
Top of Page | Next Page >

Value City Furniture Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 48 ratings and
97 reviews & complaints.
Contact Information:
Value City Furniture
4300 E. 5th Ave.
Columbus, OH 43219
614-221-9200 (ph)
www.valuecityfurniture.com
Product/Services
Compare Furniture Stores