LaChelle B

Harrased over left tools

I just recently purchased some furniture items from Value City to be delivered to my home as I have done several times in the past. Which I have had pleasant experiences each and every time. Which is the reason that I have remained a loyal customer over the years. However, my recent experience, was a horrible 1. I should caution you, this story is going to be a long one! On the day of my delivery, there were 2 gentleman who came out and delivered and set up my furniture. They seemed to be professional and performed their job with ease. When the job was complete, the 2 gave me the electronic pad to sign my signature as well as the website to rate my experience. As the 2 left, I noticed that 1 of the workers had accidentally left his tools at my home. So I stayed at my home for about 20-30mins after, with the intention that they would return to retrieve the left items. When that did not happen, I gathered the workers tools and placed them in my car to personally return them to the Value City store location in which the furniture came from. I had also made a call to the furniture store and explained to a customer service agent that I would be returning some tools to the sore today after a worker had left them behind. The agent asked for my address and told me that this would be ok. Well about 45 mins. later when I was already back at my job, I had noticed that I had received 2 missed phone calls and a voicemail message from the delivery worker Alexander Starks, stating that he had left his tools and asked if he could return back to my home to grab them. After hearing the message, Alexander had called yet again for the 3rd time. I Answered the call and had then explained to the young man that I had already returned back to work and had informed him that I had his items and that I would personally return the items to the store myself out of convenience. Well that must not have been good enough because he then states in a sarcastic manner, " OK, you are back at work and I am right by your house." I then told Alexander that I understand that he had left his tools at my home due to his negligence however, I also, have a job to do and that I had to return back to work. He then tells me again sarcastically, "Well those are my tools and I need them in order to do my job"! Although his sarcasm seemed rude and extremely unprofessional, I again proceeded to tell him, yet again, that I will drop off his tools to the store after the time I get off work at 4:30pm. So after around 5:30pm, I started to receive calls from the delivery driver and his wife repeatedly. The 2 even sent text messages demanding their tools. Then to make matters worse, the store Delivery Manager Emil Moore, had also called my phone several times and also left a text message as well requesting the tools and stressing in the text the importance of the tools. These calls lasted up until around 6:45pm or so. I at this point, had had enough! I then called Mr. Starks wife (since she was the last person to call and made a request to come to my home to grab the tools) and explained to her that I have received every missed call from both herself and her husband as well as the delivery manager. I explained to her that I was unable to answer the calls due to being in business meetings at the moment. I then told the wife that all these calls were unnecessary and highly inappropriate and that I had already told her husband that I would personally drop off his tools at the store. She then apologized and the call was ended. I finally went to the Value City Furniture store at the 5450 E. 82nd St. Indianapolis, IN. 46250 location which is the location of the delivery where the furniture came from as well as the delivery drivers employment location. Once inside the store, I politely asked the customer service agent if I could please speak with a store a manager about being harassed about the workers left tools at my home and how I felt disturbed by all of the calls and texted messages. The customer service agent apologized for my experience and had informed me that there was no one that I could speak with regarding my experience. At that point I had dropped off the workers tools and quietly left the store. I also noticed that there were several other employees there and 2 that were inside of 1of the offices. Out of all the employees there, no one did anything at all. This experience was 1 of the very WORSE experiences in my entire life that I encountered with customer service. And all over left tools due to the delivery drivers negligence. I felt harassed and bombarded about a mistake that the worker made and somehow I was made to pay for it by the rude and unprofessional behavior from the delivery manager and the workers involved. This was truly unfair and I should not have been treated this way at all. Which is truly sad because I have been a faithful customer to Value City Furniture store for more over 15 years now. And sadly to say, I will not be returning back.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Gwendolyn Lbk
map-marker Guilford, Indiana

About furniture not f n happy

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Nothing as usual , getting the run around from all very unhappy with service
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Cons:
  • Terrible service
  • Will never go back
Reason of review:
Poor customer service

Preferred solution: Price reduction

Rebecca W Hrq
map-marker Guilford, Indiana

Customer service performance

Bought an expensive recliner from Value City furniture in Plainfield Indiana and have had nothing but trouble. Local store has been no help. Both motors went out and it took a months to get a repairman to come out. Just a couple of months later one motor went out again. Another very long wait for a technician and he came out and then said the first technician didn’t install one of the motors correctly so he would have to order another motor and would be back. It’s been a little over a month and have heard nothing. Trying to reach someone is impossible. Worst experience I’ve ever had. Would not recommend Value City Furniture.
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Loss:
$700
Pros:
  • At this time no pros
Cons:
  • Service from company has been horrible
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Davian T

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Verified Reviewer
| map-marker Detroit, Michigan

Military discount

I’ve used my military discount before at value city I’m here today to buy furniture and I was told I can’t use it
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Reason of review:
Military discount
Anonymous
map-marker Chicago, Illinois

HORRIBLE COMPANY

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Poorly crafted furniture. Very horrible customer service. WOULD NEVER DO BUSINESS WITH THEM. Save yourself time and agony, go shop at the room place.
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Jennifer A Pmc
map-marker Burbank, Illinois

KING CROOKS!!!!!!!!!!!!!!

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Value City Furniture - KING CROOKS!!!!!!!!!!!!!!
Value City Furniture - KING CROOKS!!!!!!!!!!!!!! - Image 2
Value City Furniture - KING CROOKS!!!!!!!!!!!!!! - Image 3

I purchased the following:6PC QN PLATFORM BRS-CASCADE

1 $1,403.47; QN SET-JUSTINE PLUSH 1 $497.12 Feb 15, 2016, 2:47 PM. I paid the following for the above mentioned furniture:

Merchandise Total... $ 1,900.59

Pure Promise Protection... $ 0.00

Delivery / Pickup Fees... $ 129.99

Charges & Fees... $ 0.00

Taxes... $ 185.31

Your Price Quote... $ 2,215.89

After 2 1/2 years of use the dresser draws do not stay closed--they open by themselves, and the mattress has a sink-hole. I contacted VCF to ask if someone could come-out and service my furniture. I spoke to one of the Store Managers and shared with her that the dresser draws on my dresser will not stay closed and that my mattress has a sink-hole. She scheduled a technician to come-out to address the issue. I gave her my new address and phone number and she did not write it down. I waited during the few days that they call before the date they are to come out and service the furniture and I did not receive a call. I called the Monday afternoon I got-off work, to ask what time will the technician come-out to service my furniture, they said they called the number attached to the furniture. I said that I have a new number and that I gave that new number and my new address to the Store Manager. The lady I spoke to said we can reschedule a technician to come-out to service your furniture, I said okay. I shared with the Lady who offered to reschedule that the dresser draws on my dresser that the draws do not stay closed and the mattress has a sink-hole. She asked me when did I purchase the above mentioned furniture and I told her February 2016. She shared with me that the dresser cannot be serviced because the warranty date has expired; however, they can service the mattress. She stated that the mattress must be clean with not visible stains. I said why did the Store Manager say it can be serviced and it cannot? She said she is new. My statement to her about the Store Manager was she need to sit down and learn VCF's policies before telling customers what will and will not happen as it relates to their warranty. The Technician arrived as scheduled and I asked him to cover his shoes with shoe-covers I have to provide, he said he did not cover his feet. i asked is that a VCF policy he said it is an OSHA policy. I did not believe him; however, I waited until he left to research it and I discovered that he lied. I contacted VCF's 1-800 number to file a complaint. The Lady who took my complaint said she will investigate it and call me back. She never called back. A representative from VCF call to alert me that I was approved to select another mattress and that I had 30 days from the time she called to do so. I called the VCF location I purchased the mattress from and requested a a date for the mattress to be delivered. She said they do not sell that mattress anymore and that I could select a new one. Based on Simmons warranty if the Simmons dealer do not sell the mattress purchased anymore, a customer can select another model of comparable quality and value. VCF said I was approved for a 340+ give-or-take a dollar credit to select another mattress. I said to them that is not Simmons warranty policy, they said it is there policy. I could select another comparable; however, if that model is cost more that the value-credit I have I have to pay the difference. In a nut-shell, I contacted Simmons and shared with them what happened and they agreed with me that VCF cannot do that and that they are suppose to adhere to Simmons warranty. To mention one more thing, the Customer Service Representative I spoke to at the 1-800 number was just as STUPID as the other reps. I have to mention, this she said is a raised-voice that Simmons cannot tell them what to do; she said we brought those mattresses and we can do with them what we want to do. That is when I said I am parting ways with VCF and you'll will never get another dime from me. She said thank-you for your business. VCF furniture is a CROOK!!! They sell furniture that breaks down after a year of gentle use and they tell the customer one thing about warranties and even provide it in writing and do something completely different. My bedroom set still looks new; however, the dresser draws are not functioning properly. A fairly new mattress has a sink-hole. VCF does not stand behind there furniture. I paid hard-earned cash money for the above mentioned furniture items, and now I have to purchase them all over again. However, it is by the Grace of Lord God, i have the money to do so. As a result, anyone reading this should not purchase from them, you will gravely regret it.

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Loss:
$2215
Cons:
  • Incompetent employees
  • Being lied to about the warranty
  • Customer service
Reason of review:
Warranty issue

Preferred solution: Full refund

Adres N
map-marker Amherst, New York

Horrible Customer Service

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I purchased a 7 Piece Dining Room set and coffee table. I was supposed to receive all pieces on Thursday May 16, however I got a call on Wednesday saying that the dining table was not in the warehouse yet and it will be available on Friday for delivery. I agreed to Friday’s shipment to only get a call on Thursday saying the chairs are not ready. NOW, I was told something completely different. I was not given any further answers except that the chairs are in Ohio and it would take 4 weeks until I receive them. What am I supposed to do with a table without the chairs… and the “supervisor” Jennifer was horrible, continued cutting me off, did not listen to me at all and I requested to speak to a manger. I was told all managers are in a “corporate meeting.” I guess the corporate meeting was all day because I never got a call from a manager. I do not understand what kind of customer service Value City Furniture claims they have. Unbelievable. I was left to cancel this order.
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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Lisa H Vas
map-marker Brooklyn, Ohio

On Memorial day I stated to a manager exactly what I expected

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I contacted corporate office with a follow up phone call, it seems losing over $4000. Worth of furniture is not a big deal to Value City Furniture. The way I was treated and the unprofessionalism of the staff .
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Kyandra Yeq
map-marker District 15, Maryland

Unsatisfactory

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They tried to fix this problem 2 times last time was the 3rd time changed both mechanisms and it still not fixed now this processes took 6 weeks i would like this replaced before my warranties are out
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Michelle O Qmt
map-marker District 4, Maryland

Not being waited on or greeted

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I what to VCF on saturday May 18 2019 about 5:00 pm their was two or three people at the sevice c counter i walk by no body sproke walk aroud whole store no one ask if i need help for 25:00 mins than when i was leaveing the lady look at me like i was carzy this is your Rocville Maryland i was very up set
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Kimi Uou
map-marker Indianapolis, Indiana

Delivery issues and damaged merchandise

Saga has damage and our home was damaged during delivery
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Reason of review:
Damaged or defective

Preferred solution: Talk to company

Shawniece Yua
map-marker Naperville, Illinois

Delivery issues

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Four deliveries. Still damaged and wrong. My time is worth money.
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Reason of review:
Problem with delivery
Anonymous
map-marker Mason, Virginia

DELIVERY PROMISE TIME

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I call customer service because They change my delivery time No one solved the problem including supervisor ,we spend our Money's to get a good service ,and they change my delivery day with out my permission.it is terrible
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Reason of review:
Poor customer service
Dale M Xlb
map-marker Hilliard, Ohio

Very poor customer service

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I’ll add a little something to this whole thing about bad customer service my wife and I ordered two special electric recliners which total of $1400 plus delivery we paid for them in cash and we’re guaranteed delivery by March 15,2019 as has been said they were checked when we purchased them and showed they were in stock and we were guaranteed delivery I even received a phone call three days ago saying that we would get our delivery this afternoon I got a call and said we were sorry but they were not in stock and could not get them until Mid April possibly the end of April. Needless to say this upset me when I told her I would just like a refund she said they would be glad to refund my delivery charge and would order the chairs I told him I no longer wanted to chairs and after 40 minutes of arguing they finally said they would refund my money. We bought from value city for years and as has been said I will never again by anything from Value city by mid April possibly the end of April. Needless to say this upset me when I told her I would just like a refund she said they would be glad to refund my delivery charge and would order the chairs I told him I no longer wanted to chairs and after 40 minutes of arguing they finally said they would refund my money. We bought from value city for years and as has been said I will never again buy anything from value city again I am a member of one of the largest retirees boards in Ohio which has well over 100,000 members are newsletter will have this information enclosed in our next letter advising no one to ever again use value city furniture poor customer service salesman that flat out lied to you customer service reps that you talk to that lie to you just a terrible way to run a business I am in the process of contacting the general manager of Ohio I actually have some contact with him .Want him to know how I was treated. my advice is to search somewhere else for furniture I advise them if the money was not returning my account in 3 to 5 days I will contact your high Attorney General my bank and also my attorney . There is no way in the world that they did not know they had run out of this furniture worse than that there is no way they should’ve not had it when I was guaranteed and showed in black-and-white that the chairs were at the warehouse and would be delivered no later than March 15, 2019
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Loss:
$1451
Cons:
  • Way they lied to us
  • Overall experience
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Movers

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Wynston an Keith were the most professional kind respectful movers I've ever seen they are awesome everybody go to value City furniture and ask for Wynston and Keith to be your movers.
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Reason of review:
Good customer service
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