Value City Furniture

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.

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

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

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

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.

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.