Contact Value City Furniture Customer Service

My husband and I purchased a 9-piece living room set in 2020, and we were convinced by the salesman to purchase the extended warranty for the fabric protection. I filed claims in 2020 for stitching that was coming out of my brand-new sofa and ottoman, and both were denied after the warranty company refused to cover anything.

They said its just loose stitching that I can cut myself and was promised that it would not eventually rip. I filed my 1st claim in 2022 and was denied since I didnt say it was accident tear. I filed 2 claims in 2023 and one was denied for not being covered. When I mentioned both claims are the same.

I was told that both should have been denied. They are very unprofessional, and they absolutely won't cover anything that you submit, it seems that they just want you to purchase the warranty but will not cover accidents, poor quality stitching etc. They didnt even bother to send out a Technician to look at the cushions for my 2nd claim. My claim was denied due to the pictures I submitted when I opened the claim(s).

When I called the Pure Promise the support people are not ready to listen anything and are very rude.
Throughout this process, no one was very helpful, and My issue is still not resolved, and I have to go through a lot of hoops to get the protection that I paid for when I made my purchase.
Pure promise warranty is a total scam promoted by salesman. While buying everything is covered when you make actual claim they come up with fine print and nothing is covered.
When I chatted on line with your customer care (My husband and I purchased a 9-piece living room set in 2020, and we were convinced by the salesman to purchase the extended warranty for the fabric protection. I filed claims in 2020 for stitching that was coming out of my brand-new sofa and ottoman, and both were denied after the warranty company refused to cover anything. They said its just loose stitching that I can cut myself and was promised that it would not eventually rip.

I filed my 1st claim in 2022 and was denied since I didnt say it was accident tear. I filed 2 claims in 2023 and one was denied for not being covered. When I mentioned both claims are the same. I was told that both should have been denied.

They are very unprofessional, and they absolutely won't cover anything that you submit, it seems that they just want you to purchase the warranty but will not cover accidents, poor quality stitching etc. They didnt even bother to send out a Technician to look at the cushions for my 2nd claim. My claim was denied due to the pictures I submitted when I opened the claim(s). When I called the Pure Promise the support people are not ready to listen anything and are very rude.
Throughout this process, no one was very helpful, and My issue is still not resolved, and I have to go through a lot of hoops to get the protection that I paid for when I made my purchase.
Pure promise warranty is a total scam promoted by salesman.

While buying everything is covered when you make actual claim they come up with fine print and nothing is covered. When I chatted online with someone in your customer service (Value City), I was told that there's nothing Value City can do since it's an outside company.

It's a shame no one gave me that speech prior to my purchase. I will not recommend Value City.

When I initially went on your website and I saw the word p..sd, I was very shocked. Even though that is not a swear word it is very inappropriate and totally unprofessional for a company to use language like that.

Now as far as my conversation with customer service, the lady was polite, very helpful and resolved my issue right away. The website should reflect the professionalism of your employees; I think that the p word should be removed immediately

We are moving into a 55+ new development and we are the first of 65 homes to be completed and I am not happy with this company. I ordered paid and was promised delivery on a certain date.

Upon a confirmation call 3 days before that I escalated I was told the product is not available for 7 weeks.Poor customer service. I will let my neighbors in the other homes know my frustration and they can decide for themselves if they do business with you.

We have 6 other local Furniture Companies delivering on time as scheduled. Stanley and Laura Dicken

I have had the worst experience ever dealing with value city online and the store recently. From the beginning having the furniture delivered to the present day.

I purchased a loft bed for my child and spent good hard earned money on this. When the item was delivered it was in multiple pieces and delivered at 630 pm in the evening, the delivery men were nice I didn't like the fact that one delivery man was smoking a cigarette while dropping the items off but no big deal. I was still working so I tipped the drivers and went on my way. Later that evening I went to admire the furniture and noticed there was damage on almost every piece.

This is were the hassle began. Several calls later they agreed to replace pieces but the dates kept changing and changing. I called customer service and they said as a courtesy they will offer a 300 dollar discount and accept "as is". I wish that Alexis would have have described in detail what "As is" was.

I have had this furniture for maybe 2 months and the bed leg on my sons bed cracked in half I'm not sure how a 50 pound kid causes that but it's a severe crack. I called to get someone to come out and look and was told because it was discounted 300 dollars on a 2100 dollar bed that I lost my warranty, they will as a courtesy send someone out one time. Thats why I am at my breaking point because the customer service Alexis rep never explained what "AS IS" means you lose your warranty. I wish I woud returned the whole thing from the start after i noticed all the damage.

When you make a big purchase like this you expect perfection and it's been anything but. I am extremely disappointed not only the quality but the lack of customer relations.

And today Alexis said the supervisor would get in touch and that has yet to happen. And these pictures are almost all separate pieces so you can imagine the extent of damage.damage.