Anonymous
map-marker Columbus, Ohio

Upset

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Its been over a month and Im still waiting on my order. I was called several times by the representative and stated my order will be delivered on such date and when that day comes they call back and said they have to change my delivery date for two more weeks out this is the 3rd time its been pushed out my husband and I are very upset
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Linda G Xja

Pure Promise will not repair my recliner

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Value City Furniture - Pure Promise will not repair my recliner
Value City Furniture - Pure Promise will not repair my recliner
My chair stopped reclining in November of last year. They came with 2 spare parts, non of which worked. He said he had to order a new part. He left the 2nd spare part in the chair and the guts to the chair laying on the floor. The part came in and appt was made for March 8th. After moving my chair in the later part of February, it started working again. So I told them the replacement part was working and removed the appointment. Then a couple months ago, it stopped working again. I informed them of that and they said since it was over 60 days, they would not fix it because it was over 60 days. Wait...WHAT??? I just emailed them again and told them it was a replacement part that went bad, therefore it was a new claim. I have to fall into my chair and get my husband to help me get out of it because it is stuck in the reclined position. The replacement part is here - all they have to do it install it and put my chair back together by putting the guts back in and stapling the cloth back to the bottom.
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Cons:
  • Do not fulfill promise & take their time in acknowledging problem

Preferred solution: my chair fixed

User's recommendation: don't buy the warranty !!!

Amanda L Ixn

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Warranty

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Value City Furniture - Warranty
Value City Furniture - Warranty
Value City Furniture - Warranty
Value City Furniture - Warranty
Value City Furniture - Warranty
Value City Furniture - Warranty
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.
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Pros:
  • Lots of styles
Cons:
  • Time frame
  • Blaming customer online vs store
  • Make customer wheel and deal

Preferred solution: I want my warranty back

Abeba A Tor

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Verified Buyer
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| map-marker Washington, District Of Columbia

I want to send a new bed because the bed I originally got broke

Value City Furniture - I want to send a new bed because the bed I originally got broke
Value City Furniture - I want to send a new bed because the bed I originally got broke
Value City Furniture - I want to send a new bed because the bed I originally got broke
Value City Furniture - I want to send a new bed because the bed I originally got broke
Value City Furniture - I want to send a new bed because the bed I originally got broke
I was going to bed and one of the boards that kept the bed up snapped. Maybe it wasn't installed properly or something happened with the mattress. And so I sent an email out and never got one back. I have been sleeping on our couch for over 4 weeks, might I add. I think the workers that had set up the bed misplaced a board.
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User's recommendation: Check if ur bed is installed properly

Aaron L Ghf

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Verified Reviewer

Warranty claim issue

Dear Value City Furniture Warranty Services, I am writing to express my extreme frustration with the way my warranty claim has been handled. I filed a claim on 6/5/23 for a problem with my sectionals electrical just going out , and it has now been 18 weeks. Despite two technician visits, the problem has still not been fixed. On the third visit, the technician did not bring the correct parts, which means that I now have to wait even longer for my furniture to be repaired. I am very disappointed with the level of service I have received from Value City Furniture. I have been a loyal customer for many years, and I expect better. I have taken good care of my furniture, and I am frustrated that it has taken so long to fix a simple problem. I am requesting that you immediately escalate my case and send a qualified technician to my home to repair my furniture as soon as possible or credit me to pick out a different piece of furniture like I have received in the past which at this point is what I would prefer with the defects in this unit, as I have not received the level of service that I was promised. I look forward to hearing from you soon. Sincerely, Aaron Leddy
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Pros:
  • Great selection of items
Cons:
  • Warranty service

Preferred solution: Full refund

User's recommendation: I’ve had positive and negative experiences with their warranty.

Anonymous
map-marker Walkersville, Maryland

Horrible Service

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I would like to file a complaint on salesperson Phyllis at the Frederick, MD location. i placed an order on July 31st for custom furniture, when my delivery was to arrive it was the wrong color. Phyllis allowed me to select another set at the same cost as it was her error. When the second set i picked arrived it was mixed - matched. i received pieces from 2 different sets. at this point i refused the entire order and requested a refund. this whole process cost me three months with no furniture and i had to cancel my planned house warming party. the delivery guys also put two dents in my walls and this is a brand new home. they also were not so helpful as they told me they didnt know the phone number to the store i purchased the furniture from. i think the sales team needs to be trained more on quality control and double check orders before letting customers leave the store. for this experience, i will never order from Value City and i will discourage folks from doing so
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Marisol S Cww

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Verified Reviewer

Misleading/unfair practice, poor customer service/product

I purchased a table with bar stools & bench in Feb 2021; however, my bar stool chairs foot rests and supporting leg bases have detached; the bench is not sturdy and I have to continue to tighten screws; I filed a claim and it was denied due to normal wear and tear. 1st off how can foot base and remaining 3 support bases all detach from all chairs; 2nd Pure Promise Furniture Protection promises to cover structural damages for 5years. I've disputed, I've called been given the run around and no one responds.
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Preferred solution: replacement

jacki f Dlb

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Verified Reviewer
| map-marker Joliet, Illinois

Dissatisfaction

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Value City Furniture - Dissatisfaction
Value City Furniture - Dissatisfaction
Theres not enough dice to explain how horrible my service has been from beginning to the end!! Lack of guest service and satisfaction is horrible!!
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Loss:
$500
Cons:
  • Service value and communication

Preferred solution: Price reduction

User's recommendation: Don’t buy here and especially from Joliet and Aurora

Stanley L D

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Terrible stock issues

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Value City Furniture - Terrible stock issues
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
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Loss:
$2400
Cons:
  • Poor stock and warehouse issues

Preferred solution: My Dining Room

User's recommendation: Shop elsewhere

Resolved
Geraldine S Ysy

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Verified Reviewer
| map-marker Warrensville Heights, Ohio

Resolved: Bad customer service and deceptions

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Value City Furniture - Bad customer service and deceptions
Updated by user Mar 14, 2023

Company fixed the issue and I have been provided with product replacement.

Original review Mar 14, 2023
I did not get the chest I order. I order a Avalon Chest and they sent me a American Standard chest. I just accepted it because I found out that they stop carrying Avalon furniture. Furthermore, I never got an apology, I waited 1 year and no response from management. I called and let numerous voice messages and I talked with customer service, they were very invasive. Their excuse was the chest was damaged 3 times. And I had to wait another 3 months.
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Preferred solution: Nothing. They have lost a valuable customer

User's recommendation: Never

Amy D Ecn

Terrible Place

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Terrible place. We ordered $6k worth of living room furniture on May 25th (2023). They tell us in the store it can't be delivered until June 29th, which was disappointing but fine. On June 27th received multiple emails and phone calls the delivery was confirmed. One June 28th they call and say their 'computer system' went down and now they can't deliver until July 12th. Same thing with email confirmations two days before, and on July 11th they call again and push out the delivery date until July 19th. Keep in mind we cleared out all our living room furniture because if you don't have a 'cleared out' room they charge you $150 and will not set up the furniture. When I call the store the sales associate apologizes but says there is nothing she can do except waive the delivery fee. On July 19th, three guys come in wearing shoes, set up 2 (of the 3) piece furniture set and say they don't know where the third matching piece is ($600 ottoman). I call the store and a very rude sales associate says the manufacturer doesn't 'have it' and she doesn't know when it will come in. On top of all of this the color of the coach is not the same as one we sat on in the store. Terrible, terrible place, don't waste your time or money
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Preferred solution: Full refund

User's recommendation: Don't go

Anonymous
map-marker Buffalo, New York

Fraud

I made a mistake based on reading a text stating that furniture was delivered, after not seeing the furniture sometime after the text I feared that it had been stolen and from there my anxiety and frustration just grew. But them I calmed myself and found a voice message from the delivery person called and found out that my furniture was in fact not delivered or stolen and that they would return once they finished their last deliveries. I wanted to change the survey but it was already completed. The delivery guys in fact was quite nice and professional.
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Anonymous
map-marker Vermilion, Ohio

Damage

Value city Furniture damage 3 walls in my house a week ago,talked to the manager,he told us last Thursday that they would call us with in 72 hours,Havent heard nothing,its been a week.Called Bob Sloan the manager now he said to wait till weekend. I feel they giving me the run around. Very unprofessional CJ Espinoza
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User's recommendation: Stay away

Clarissa S Zag

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Verified Reviewer

So Disappointed!

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1st purchase was for us: had to hire VCF's 3rd party delivery service to the tune of $550 - over 100 miles away. Immediately after delivery we noticed one side of the power reclining sofa leaning. A few weeks later, it was clearly separated from the frame. I sent in pics, followed by a request for a video, waited two weeks only to be told they would be happy to look at it but there were no guarantees it would be covered. So, we would have to pay for it's return to the store and to our home regardless of whether it could be repaired. Our 2nd purchase was for our son: We paid the extra $300+ for the extended warranty since he lived within the repair service mileage. When his sofa was delivered, they neglected to ensure all the features (vibration) were working. And the fireplace/entertainment center had a broken sound cord. It took weeks to get anyone back and my husband and I were there when someone finally did come as my son was working. My husband had to help and brainstorm with the "repairman" in order for him not to give up. The third piece of furniture was "on it's way" and my son would be notified two days prior to delivery. The delivery was rescheduled 3 times and the last time, the furniture simply did not arrive - no phone call - nothing. When I called (as the buyer) to see what had happened, I was told my son would have to be the one to call - even though I had been the one to help with the earlier reschedulings. The following day I got a call from VCF stating that the piece was no longer available. Meanwhile, I have made three payments on the purchase. I was told the manufacturer was no longer making the piece. I asked why we were allowed to purchase it and was told it was available at the time of purchase. I was also told that we could either come in to select a different headboard or cancel and get our money back. However, VCF couldn't handle that transaction. If we decide to cancel, then we have to call Synchrony Back to arrange for the refund.
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Pros:
  • Cheap stuff
Cons:
  • Service after purchase and quality of product

User's recommendation: Run! I get wanting/needing to find reasonable prices. Trust me; as teachers we have always been frugal, but from now on, I would rather pay double and have better, more reliable quality and service.

Robert S Qmc

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Verified Reviewer

Have not received a refund

I requested a refund and the store in Greece, New York could not refund my money or place it back in my debit account. A week later and VCF is still withholding over $1200 dollars that belongs to me.
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Loss:
$1244

Preferred solution: Full refund

Jackie L Obn

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Verified Reviewer

Pure Promise Warranty

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.
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Pros:
  • Make you feel like they care when they offer pure promise wa
Cons:
  • Pure promise warranty is just a scam

Preferred solution: replace the cushions

User's recommendation: Don't purchase from Value City since they wash their hands once the sale is done

Value City Furniture FAQs

Winnie Murugi
Winnie Murugi
PissedConsumer Reporter

Value City Furniture sells a wide range of home furniture, including sofas, sectionals, beds, mattresses, table sets, dressers, benches, and home accessories. They have over 65 stores across the USA, and customers can also buy online via website.

Is Value City Furniture good?

Value City Furniture promises its customers high-quality products at affordable prices coupled with superior customer service and convenient payment options. However, there are some Value City Furniture complaints on Pissedconsumer.com regarding poor customer service, poor product quality, delivery delays, and difficulty making warranty claims.

What is Value City Furniture return policy?

According to the Value City Furniture return policy, you can return items for a refund or exchange either before delivery of the merchandise or within 7 days of refund. Returns made before delivery of merchandise are eligible for a full refund, including taxes and the cost of warranty programs or protection programs. Returns made after delivery of the products are eligible for a partial refund, excluding delivery fees. All returns are subject to a 15% restocking fee.

Does Value City Furniture have a warranty?

Value City Furniture offers customers 3 types of protection plans on products. Pure Promise Protection Plan (5-year warranty on furniture), Pure Support Protection Plan (10-Year Warranty on adjustable beds), and Guardsman Complete Outdoor Furniture Protection Plan (5-year warranty on select furniture categories).

How much is Value City Furniture delivery?

Value City Furniture delivery fees vary depending on the items bought and your location. When checking out, you will be provided with your delivery fees estimate.

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