Anonymous
map-marker Hampton, Virginia

Do t shop here

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My sister bought me a livingroom Set. She bought her a few pieces as well. I had to go to bed home and pick it up because she was told they could only deliver to 1address. I have had the couch about 2 months and a piece of wood is sticking from the bottom. They told my sister they can't come to my home to repair it, I have to bring it back to her home for them to repair it. This is the craziest thing I have ever heard. I have to rent a uhaul and pay someone to bring a sofa sleeper to my sister house so value city can look at it. I will never purchase a tuning from this store ever.
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Jermone W
map-marker District 3, Tennessee

Warranty information

There's a stratch on the table and furniture need cleaning
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Preferred solution: Warranty

Andre E Zhp
map-marker Springdale, Ohio

Horrible Customer Service! Do Not Shop at this Store.

My wife and I responded to The Value City Tri-County Store. 94 W.

Kemper Rd. Springdale OH. 45246. Prior to thanksgiving this year 2019.

To purchase a kitchen table that was promised to be delivered by Thanksgiving. We received 5 chairs instead of 6 and NO table. When we called to complain reference this matter we were met with an array of excuses. We had to return the chairs ourselves and we’re met with opposition and hostility when asked what could be done about this ridiculous situation that was totally Value city furniture fault.

Lisa Usnuek advised us a 20% off on another item in the store and advised to check with the Manager Chris and Marco. To our surprise they were giving us a Black Friday deal with nothing extra the same deal every one else was getting. They had no sympathy due to there unprofessional delivery process that we had to cancel thanksgiving at our New Home. Lisa Usnuek hung up the phone on my wife and I when we questioned there system and customer service.

My wife and I believe that Since Lisa Usnuek gets paid primarily on commission that she made our order with false pretenses knowing the table would not be there. The only thing extra my wife and I were asking for was free delivery on a sectional that values over $4,000.00. They continued to say we can only offer 20% but that’s what everyone else was receiving. Marco and Chris never called back regarding this matter when we have spent thousands of dollars at Value City Furniture.

My wife and I had a similar issue at Ashley Furniture however they handled the situation with care and patience and truly showed love during a season of giving. Value City has lost our business and i can’t help to wonder if it’s because we’re an African American Couple.??

“SAD” Lisa Usnuek, Marco and Chris should be terminated as as a reflection of Value City code of Ethics, and under go a training of implicit bias, unless value city concurs with this behavior. And as a first responder who understands customer service this was by far MY WORST EXPERIENCE TO DATE!!!

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Pros:
  • East gate store better
Cons:
  • Will never be back
  • Everything else about my experience
Reason of review:
Poor customer service

Preferred solution: selection of furniture at no cost. In Store Credit

Anonymous
map-marker Chicago, Illinois

Dont buy anything there. Not a Value

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Ordered a chest of drawers November 17th. They keep calling and telling me they have to reschedule my delivery. This has happened 6 times. Now they are saying February19 2020. 92 days after I ordered my furniture. This has been nothing but a disappointment. I can't get a manager to return my calls. This is anything but a value. I have learned that my business is not appreciated or valued. Worse experience in customer service EVER.
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Anonymous
map-marker Grand Haven, Michigan

My deliver

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I want my refund i did not recieve my chairs.you keep lying to me and avoiding my calls
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Anonymous
map-marker Chicago, Illinois

Do not buy from Value City Furniture. It is no value. Just disappointments and a hassle

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Placed my order November 17th 2019 for a chest of drawers. Still waiting. Has been rescheduled 6 times. Now the are saying February19 th 2020. No manager has ever returned my calls. Calling BBB, Consumer Affairs and the Attorney General for the State
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RHONDA P Mkd
map-marker Warrensville Heights, Ohio

On going customer service issue

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I went into to the Warrensville, Oh location on 9/2/2019. I purchased a dining room table that came with 4 chairs. On 9/14/2019, this table and chairs set was delivered. The table is a glass top and the 4 rubber stoppers on the base to prevent the glass from sliding off was not on the truck for delivery. The chairs I received were damaged and also not in the color I ordered in the store. I called the store on the 9/14/2019 to discuss this issue. I was placed on hold twice so long that my call actually got routed to the call center and I had to be redirected back to the store's line. After finally being able to discuss fully what the issue was, I was told that the rubber stoppers would be ordered and the rep would speak with her supervisor and either he or her would call me back within 30 minutes. That call never came. I called the store again the next day, once again after being placed on a lengthy hold while the rep can speak with the supervisor, I was told I would receive a call back from the store manager. That call never came. On the fourth day, I called again to discuss the issue and was told they could deliver the correct chairs and the glass stoppers on 9/25/2019. I agreed to this. On 9/25/2019, a delivery person shows up at my home with instructions to pick up the damaged chairs, however he did not have replacement chairs, or the rubber stoppers for the table. I called back to the store on 9/25/2019 and spoke with a rep who told me the chairs in the color I ordered were actually no longer available, and she had a suspicion that this was the reason for me receiving the wrong color chairs initially. According to her, she spoke with a store manager (Patrick) and she stated that if I would agree to the color sage (which was the only colors left available for this set), He would discount the chairs by 50%, and I would receive another set of chairs that were not damaged, and I would receive the rubber stoppers. I agreed to this. The next scheduled delivery date was set for October 5, 2019. On October 5,2019. A delivery person showed up to remove the damaged chairs and replace them with the new chairs. While there are no issues with the replacement chairs, once again he did not have the rubber stoppers for the table top. I called the store on October 6,2019 and asked to speak with the store manager to discuss this. After being placed on hold the rep came back to the line and told me, he (Patrick) is on lunch and would call me back within the hour to discuss my issue. That call never came, and the store is now closed for the day. I would like to speak with the regional/district manager directly to discuss my issue, as this has been a horrible customer experience for me. As I’ve stated, I’ve contacted this store multiple times, and a month later my issues have still not been fully resolved. I find the service reps, including management in the store to be unequipped to properly handle customer issues and they all need to be trained on how to escalate customer issues. I have purchased a lot of my furniture from VCF over the years and I have never experienced customer service so poor from any company. This customer experience has been so bad, I will likely never choose to purchase anything from this company again.
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Cons:
  • Service from company has been horrible
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Springdale, Ohio

Ripped seams in leather sectional

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Value City Furniture - Ripped seams in leather sectional
Value City Furniture - Ripped seams in leather sectional - Image 2
Value City Furniture - Ripped seams in leather sectional - Image 3
My 4 year old leather sectional has tears in the seam. This is due to poor quality and or craftsmanship Pure promise says it is covered under their "covered" category. Then it says it's NOT covered under their "not" covered category..
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Loss:
$5200
Pros:
  • Friendly sales staff
  • Large selection to choose from
Cons:
  • Pure promise warranty
  • Lie about the pure promise warranty
  • Staff tells you what you want to hear to make a sale
Reason of review:
Warranty issue

Preferred solution: Repair the defect

Rachel P Wta
map-marker District 2 Frederick, Maryland

Given wrong furniture and no customer service was provided

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I ordered the Sawyer 3-piece sectional with chaise from the Frederick Town Mall in Frederick, MD. I picked up last night and moved it into my home this morning. The only correct piece was the chaise lounge. The middle piece was a stand-alone couch and the other loveseat part of the sectional was for the wrong side and was missing feet. I brought the two pieces to the store’s loading dock at 10AM while my husband went into the store to speak with the manager. The manager told my husband that no one was staffed for the loading dock until 11AM. This is a huge inconvenience as I received the wrong couch, had to extend the time to rent a U-Haul thereby incurring an incremental cost, I’m missing an appointment I had today due to this mistake, and the woman my husband spoke with did not appear to care about how this error has cause a great disruption for us. I would like to be compensated for this inconvenience. My name is Rachel Pitts and my purchase was made on 12/05/19.
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Loss:
$250
Pros:
  • Sale rep was great
Cons:
  • Total disregard for customer after the sale
Reason of review:
Problem with delivery

Preferred solution: Price reduction

Christina j One

Collapse bed sofa purchased 3 months ago

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Value City Furniture - Collapse bed sofa purchased 3 months ago
I purchased a brown sleep sofa april 2019 and the left side of the sofa is falling into the floor. I have slepted on the sofa several times but i am only 150 lbs. The wood is exposed and has popped through the fabric now exposing the nails that were poorly put in place to support the metal structure. The service rep came out and was very rude and refused to explain how he was going to fix it. Until i got a guarantee that it would be fixed correctly, i did not let him make any repairs. The store manager satated that this happens every now and then but don't furniture have to pass inspections before selling to customer. He agreed to replace the sofa but all of the sofas in the store have the same construction. Paper staples used to secure fabric. Poorly nailed to supoort structure. I don't want another sofa from Value City. I just want a refund. Your sales people and service reps are unworthy, unaccountable and distrustful. Please have your President to contact me. I am going to contact BBB and The Federal Trade Commission. This was not my accident. This was poor craftsmanship by Value City and I feel like you are making the customer pay for problems with furniture to no fault of their own.
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Loss:
$1034
Cons:
  • Dishonest and untrustworthy
Reason of review:
Damaged or defective

Preferred solution: Full refund

Ronnie Ibr
map-marker Washington, Indiana

Be careful about the sales rep. Wendy and what you sign and corporate Lial

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This was awful customer service from Wendy the sales rep. at the Castleton store to the delivery manager. The delivery guy stood outside my home using profanity, he was inpatient on trying to get the delivery over. The mgr. for the delivery service that Value City contracts with told me to tell his guys to put the furniture back on the truck which I did exactly what he asked me to do, since Wendy mess up on my order(which I signed) we never had problems with shady sales rep.The store wanted to charge for a delivery that was not completed correctly.Charged for 2 delieveries if I want the furniture. It was unbelieveable I was NOT asking for free delivery. Although I dont have the furniture, the store is charging me. I talk to Lial (I hope thats the correct spelling of her name) with corporate and I didnt get any results but just an apology from her regarding the delivery guy using profanity in front of my small child. That was after the fact of her asking me what I wanted her to do.Wouldnt you think she should know being Corporate? This company loss couple thousand due to wanting to collect a delivery fee. I mentioned to Lial that I would contact the better business bureau and attorney general. Lial arrogantly reply it will just come back to them(which is corporate.) I am sadden to know that Value City Furniture have longevity with my family and that this put a damper on doing business with this company. Also my sister n law was purchasing furniture with them for their new home but had a change of heart. Read write you sign! The company hire unprofessional people from sales rep. to delivery guys and the delivery manager and Lial with corporate. I did speak to the sale manager for corporate number she was polite and professiona.
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Loss:
$258
Reason of review:
Incomplete order and delivery guy. Sale rep and corporate

Preferred solution: Better training

Brylea Nvq
map-marker Portsmouth, Virginia

Expect delays

Delivery date is 9 days after what we we quoted. Extremely unsatisfied and will be sitting on Home Depot folding chairs for another week and a half before we get out couch
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Anonymous
map-marker Skokie, Illinois

Fraud

I purchased funiture back in November 2019. My total about was $3300 . I was financed $3000 and put down $300. The finance company is reporting to the credit bureau that I am over the limited by $300. How can this be when i paid $300 and was finance for $3000 I later found out the total charge was increased to $3600 leaving me a $300 balance which I was never told about. My credit score is impacted because of this. Now there saying i have to pay the balance this is *** . I paid what I was asked to pay. Dont increase the purchase price then report the amount as if I didn't pay. Fraud.........
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Sherry W Hzu
map-marker Baltimore, Maryland

Question about refund

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I purchased a mattress slept on it over night couldn't get out the bed the mattress hurt my side and back so bad I have to return it within 24 hrs. I was told that I have to get a store credit for $1300 which I'm not going to use in the store.
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Loss:
$1342
Pros:
  • Delivery people were wonderful
Cons:
  • Very bad and defective quality and regret to buy from this store
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Guest

you can sue them in small claims court for a maximum of $5000. By suing it affects the business credit rating with dunn and bradstreet

Jamie C Nyf
map-marker District 2, Maryland

Warranty is useless

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Value City Furniture - Warranty is useless
The sofa I purchased has the cushions in the back falttening. The foam inside you can feel is bunched to the side. I have tried to arrange the foam inside so that the cushions dont look a mess but was unsucessful. I tried to use my warranty since this seems to be the only two cushions that are doing it but they said it isn't covered on the plan. I dont have small kids and no animals on the furniture. The cushions are of poor quality and are attached to the sofa so no way to replace the defect. I purchased this sofa for over $2,000 a few years ago and based on the warranty it should be covered. The sofa is rarely used. This is a waste and a button has come off a pillow which also is not covered!
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Loss:
$2000
Pros:
  • Showroom display
  • Very nice looking furniture
Cons:
  • Being lied to about the warranty
  • Paid 130 for the warranty salesman sd will cover everything
  • Very bad and defective quality and regret to buy from this store
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

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