Value City Furniture

I ordered $4200 worth of furniture for my new home. Value City delivered this furniture in the very first hour of receiving our keys.

We spent $250,000 on this home and had it inspected just a week prior. When we moved the furniture from the place the delivery men left it we realized they had done severe damage to our new floor. I called and a complaint was supposed to be sent to management 11 days goes by and nothing. I call back in and the complaint was never even submitted.

Then the manager reaches out and informs me that since we moved the furniture they will not be held liable for the damage. I stated in the complaint calls and original emails that we moved the furniture, if we didn't how would we had even seen the damage? Their customer service is a joke and the fact that they are not taking responsibility for their actions is unacceptable. I will NEVER spend another penny with this manipulative business.

This is absolutely unacceptable and they do not care about their customers at all. Now we have to take time off of work, and money out of our pocket to repair a floor that they damaged.

I am absolutely devastated. What was supposed to be a good, exciting buying experience of furnishings our very first home has turned into an absolute nightmare and they couldn't care less.

My son recommended you, which was a huge mistake. We bought a sectional from you.

When we finally received it, you had to come back twice because the 2 pieces did not match. When we finally got some that matched, I realized the quality of the one we received was not as good as the original we had. Almost from day one, the couch seat started breaking down. I had to put cushions underneath the couch cushion to raise it up, and the material started ripping.

It was the worst purchase we have ever made. At this time, I would not recommend you to anyone. We are too embarrassed to entertain at our house, given the horrible state of the sectional.

We even use blankets to raise it up so I can get off the couch. It is so bad I have to grab onto something to stand up.

I bought furniture from VCF Holland, OH on June 7, 2024. The manager, Kevin, was there, and he was dealing with us for delivery and all the stuff we were supposed to get, including a mattress and a sofa, in July 2024.

First, they only delivered the mattresses and kept delaying delivery for the sofa. It's now six months later, and I'm still waiting for my loveseat. They are still not giving me an exact date of delivery. It was supposed to be delivered on November 29, 2024.

Now, they have called me saying they cannot deliver the sofa on that date. The crazy part is that Manager Kevin is offering $75 off on my purchase. He knows how much stuff I have bought from there. This is a full stop for me and my family with VCF.

We aren't going there anymore.

We will pay extra in another shop, but we’ll no longer go to VCF. This is sad; they ruined my festival.

On July 25, 2024 my husband and I purchased a couch and love seat from your company. We shopped around to other furniture stores in the area and went back to Value City Furniture, because my husband and I still had our furniture from over ten years ago and it was still in good condition.

We were impressed with the quality and how well the furniture had held up over the years. It has been a while since we purchased new furniture so we were hoping that going with Value City furniture, we would get the same great furniture. Little did we know what a downfall your company has taken? We were aware that our furniture would be on backorder until the first week of October, and we were okay with that.

It is now November 20, 2024 and since then Value City Furniture has rescheduled our delivery time four times. My husband used two vacations days just to make sure that he was home when the furniture would be delivered, only to find out it wasn't coming. What a waste of vacation time! On 11/19/2024 we finally got our confirmation our delivery was in route.

I let out a scream when I say the truck pull in our drive way on the ring camera. We've waiting four months for this furniture. We have been sitting on lawn chairs waiting for our furniture to arrive. What a disappointment after seeing the delivery truck and finding out that the FURNITURE WASN'T ON THE TRUCK!!!

I understand that this company is a third-party company, but it still represents the service that Value City Furniture gives. No words can describe how we are feeling at this point. I called the Polaris store in Columbus, Ohio and I called the customer service number and talked to Oliva. What a disappointment in a manager.

She did absolutely nothing but say "I'm sorry". My boss would have already been on the phone to her boss trying to make something happen to correct the issue. I know companies can make things happen, if they want to. I did my own research on line at the better business bureau and was shocked that I wasn't the only one who was treated like we were.

I wish I would have done my research on your company before we purchased anything from you. It's all over the internet how awful your customer service is. With a CEO that makes over a billion dollars, you would think he would want to take better care of his customers. Our furniture is paid off and we still don't have our furniture!

Value City Furniture is stealing from my family. If I was late on a payment, you would have no problem charging me a late fee, but you can keep my hard-earned money and not give me the product I purchased. I could be buying Christmas presents now with that money, but instead you have my money and I have nothing to show for it. I hope this sits well with all the employees at Value City Furniture knowing that they can take pride in taking hard working individuals' money and leaving them with nothing, especially around the holidays.

I've seen companies make things right with customers if they truly want to. Clearly customer service is not a priority to Value City Furniture. If I don't have our furniture my December, I want my full refund with no restocking fee. I will also be posting this letter on social media to let others beware of what they are getting into when purchasing items from Value City Furniture.

I don't want another individual to receive the lack of empathy that we received from your company. Your auctions are in doing not saying "I'm sorry". I will never purchase anything from your company again! Please do not send me an apology email.

Ive heard all the Im sorry that I can take. Auctions would be more meaningful than words.

I hope you enjoy the holidays on your comfortable couches that I'm sure all of you have!

Description of complaint:

This business is simply bad. 10/5/24 - Went to the store to look at living room furniture.

Found a set I like.

Purchased and told delivery would occur 10/10/24 between the hours of 11:15am - 2:15pm. Delivery men

arrived 8:45am. I was told one piece of the furniture was damaged and they didn't pack it on the truck. I was

told someone should have called me to relayed this message.

Of course no one called. In addition, the lamp I

ordered was marred. I called the store at 10am and was told I needed to send an email with pictures and

details about the marred lamp and the missing piece of furniture to store37service@***.com. I sent the

email.

I never got a call from anyone related to the email. I went back to the store and spoke to an assistant

manager. I explained that i was missing a piece of furniture and that the lamp I purchased was marred and I

needed a replacement. The assistant manager explained they had a new computer system and they were

having some problems with it.

He told me that the pieces were in and that they were scheduled for delivery

on 10/16/24 between 1:30pm-4:30pm. Please note this would be the second time I stayed home to receive the

furniture. At 4pm I called the store to determine if the delivery was still coming as I had not received a call or

text that the delivery was delayed. I was told the delivery would not be coming.

I decided to go to the store to

understand what had happened. I arrived at the store and spoke to the manager. The manager looked in the

system and noted my items had come in. Naturally I asked why they had not been delivered.

She called the

delivery warehouse and was told the items were not in. At that point I asked them to simply come pick up the

furniture. I had to wait until the next delivery window. I had a pick-up scheduled for 10/30/24.

I called the store

10/29/24 to confirm the scheduled pickup on 10/30/24 between 3:30pm-6:30pm. I'm typing this on 10/30/24

at 6:09pm expecting no one to come. Its now 6:47pm and no one has showed up to pick up the furniture. I'm on hold with the an office in Ohio (corporate?).

Been on hold for 15 minutes and told there was nothing in the system or no truck assigned for the pickup. Still no pickup.

Corporate office couldn't reach the manager of the store. This company really is a joke.

I went into the store in Holland, Ohio and made a purchase. I was told all three pieces would be delivered together, but that was not the case. I received two pieces on the originally scheduled day. I was told the other piece would be delivered the following Thursday. Two days before, I received a call confirming this. On Wednesday, I received a call saying someone messed up and the delivery would have to be postponed to Friday. This was after I had already requested time off work and could not change it. The caller indicated the item did not get on the truck. As a result, I missed a day of work for nothing and received no pay.

I rescheduled the delivery for Saturday. Now, the loveseat is stuck in a reclined position. I contacted the store to have the furniture repaired. They sent me a link to go online and select a day and time for service. I selected Tuesday, 9/17, between 8am and 5 pm. Today, I received a call telling me they were calling to schedule my service for the 19th. This was days after I had scheduled online and again requested time off work.

I told her I couldn't do the 19th because I had already requested time off and could not change it. I informed her that this entire purchasing process had been a complete disaster for me. I demanded a manager. The manager reiterated that I had to go with another day and time, but I insisted that I could not and would not. I explained that the available time slot for the service call worked for both me and my employer, and what they had available on the booking site. Nobody seems to take responsibility for any issues. The VC Reps do is blame everything on everyone else.

I told him I'm filing a complaint and I want the furniture picked up as I no longer want it. He told me I could not return it as it had been more than seven days. I reiterated I hadn't even had the furniture for 39 days without it breaking down. I have to wait over a week for repair, and now they are changing that date too. He told me he could no longer speak to me since I am involving legal matters, which is ridiculous. This entire purchase has been very traumatic for me. I want someone to call me who can assist and make decisions that work for me as the consumer and VC.

I bought a sectional which reclines on both ends. I purchased the extended warranty and it was denied due to the reported timeframe being outside the window.

I called them and told them it was a mistake and brought it up with the disputes department. They said because you submitted it as a mistake, we are going to hold you to that mistake and will not/cannot change the dates. The customer service representative didn't explain any of this. Saying if you accidentally make a mistake on the dates, PURE Promise will hold you to it.

Pure Promise or VCF doesn't care about you. I wish corporations would stop thinking about billion-dollar profits and help the little guy, but that won't happen. VCF is just trying to sell you stuff to make money and then use a third party for their warranty so no one will recognize the blame.

It's only the customer's fault for incorrectly adding a date. I will never get another piece of furniture from VCF or any other company that uses Pure Promise.

Dinning room set to be delivered today. Showed up with just a cleaning kit.

Said someone called us. No one did. Wife called they were very rude and acted like it was our fault. They have both of our numbers and emails but never communicated that there is a delay.

Asked for a refund. They stated I have to wait for the truck to return before they can refund me. Thats *** They know that there was nothing on that truck beside the cleaning kit which we refuse on that truck.

They know it and are making this very hard for me to get my refund. Dont shop a value city furniture and if you do dont shop Utica the staff is very unprofessional

I purchased two couches on April 2, 2024. I received my first couch on April 5, 2024. I asked Derin, the delivery guy, where my second couch was. He looked it up and informed me that it was not delivered that day. So, I called the store. The lady there told me that it wouldn't come until May 21. I took the day off from work. I called again to make sure it was arriving and asked about the delivery time. This call was late at night. The next day, I didn't leave the house. Then, I made a call to the store and was told that the delivery date was changed to June 3. Unfortunately, it never arrived. The new delivery date was set for July 21, so I took another day off. Still, it didn't come. Then, they told me it would be delivered on July 24. I took a day off from work once more, but it never came. I called Value City who simply suggested that I find something else because it would arrive faster.

I called the store again this past Thursday. The lady, Terrise, arrived to a shocking conclusion - that there was zero stock. Obviously something is wrong. On her advice, I called the store. There, it was informed that only one couch was in stock and it would be delivered to my house either on September 25 or 17.

But that's just the middle of the story. The part that arrived was only the tray, not the couch to sit on, not the footrest, just the tray. It's called the council. I was told that I wouldn't receive the rest until at least the end of October, at the earliest.

I think I should just be getting my money back. What is the point of paying for a warranty on a couch that I never received? This is nonsense!