Value City Furniture Complaint - Abhorrent Customer Service and Damaged Products
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 Jimmy 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 Jimmy 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. Layla 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. Brittany 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 Brittany, to “I’ll have the manager call you back,” to Layla (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). Layla 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. Mike 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. Mike 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.