Value City Furniture Customer Service Issues

I bought a Simmons hybrid mattress last year, which Value City replaced in September [redacted] due to a broken coil. The replacement mattress now has springs sticking out, making it uncomfortable to sleep on. A representative inspected the mattress on June 6 and said it needs a 1-inch depression to be eligible for warranty coverage. Despite the foam not showing a depression, it is clear there is a problem when you press on it and feel the broken coil. The store manager suggested waiting for a visible depression before seeking a refund. I asked for a copy of the inspection form, but the manager refused, claiming Value City owned it. We are not interested in another replacement mattress; we want a refund. We have been loyal customers spending thousands of dollars at Value City and expect a better resolution to this issue.

We had scheduled a pick-up and a delivery from Value City Furniture. However, this morning, they only delivered the replacement item and did not pick up the broken sofa under warranty. We have been trying to resolve this issue for over a month. Despite multiple reschedules due to their errors, the situation has not been corrected. We were promised a correct handling of the delivery today after receiving a gift card last Tuesday as an apology for the inconvenience. Unfortunately, they still failed to handle it properly. Dealing with a broken item under warranty should not be this complicated. We are frustrated with Value City's incompetence and the inconvenience caused by the broken sofa not being picked up and replaced promptly.

I am Patricia Miller, and I had a Queen bed on layaway at a price of $[redacted], which later increased to $[redacted]. I placed it on layaway at the end of August and have paid $[redacted] in cash towards it. Despite being told I would receive a refund in the form of a check, they have not contacted me after multiple visits. They mentioned the check arrived once, but it seems unclear. I am contemplating involving the Better Business Bureau with Value City Furniture if my money is not refunded promptly. I request a district manager to reach out to me at [redacted]. Thank you, Patricia Miller.

Dear community, I am deeply troubled by an experience I had back in [redacted] around the holidays at the Burbank store location. I had selected a fantastic American Signature bedroom set and living room set with a table, but unfortunately, the mattress I purchased had a constant scratching noise. I paid over $[redacted] for delivery and covered the full cost with a check from Bobby E. Wright. Despite setting up everything myself with a friend, the mattress should never have been sold in that condition. I felt that despite the good price, maybe American Signature at Value City took advantage of me due to my disability or lack of knowledge. Please investigate this matter and reach out to me as soon as possible for reassurance and support. My address at that time was [redacted] S Jeffery # [redacted]. Thank you.

I received my bed delivery on Wednesday, and unfortunately, one bed was missing a slat. Despite multiple calls and promises for delivery, the issue remains unresolved. The latest promise was to deliver the missing items on the 12th, but only the dresser was delivered. Subsequent calls resulted in more promises that were not fulfilled. The communication between the store, warehouse, and customer service has been incredibly frustrating and unproductive. Despite continuous follow-ups, the missing slat and mirror have not been delivered as promised. The continuous runaround and lack of managerial assistance have left me feeling stranded with missing items I paid for. The repeated delays and misinformation have made this customer service experience incredibly disappointing.

I am really pleased with the Sabrina bedroom set. The bedroom set comes in two colors. Unfortunately, the wrong color was delivered. The furniture salesman who sold it to me was very rude. I had ordered the Sabrina collection queen set in "TAN" color, but they delivered Planitum, which is not the color I wanted. I tried to explain this to them, but they only spoke about their policy and didn't listen to me. Being from another country, the salesman made fun of my accent, which was very frustrating. I am not happy with my bedroom set and would like to exchange it. I am in need of assistance with this matter.

I bought a sectional sofa as a wedding gift for my son and daughter-in-law. They waited over two months to receive the furniture and rented a truck to pick it up. However, upon arrival, they found one side of the sofa sopping wet with brown stains and dirt. Ms. Faye at Value City in White Marsh, MD offered a $75 discount and to order another piece that would take months to arrive. This situation is unacceptable as they lost a day's pay and the money spent on the truck. They have no furniture for their holiday guests. I want to escalate this to management directly. I am a loyal customer and this issue needs a better resolution than just a discount. Please contact me at [redacted] or [redacted] It's disappointing that the wet and dirty condition was not noticed earlier, causing this inconvenience. Thank you. Lisa Vikell

Order Date: October 4, [redacted] Customer Number: [redacted]2 Tracking Number: [redacted][redacted] Issue Summary: My delivery date was moved from November 23 to November 30 without my consent, which disrupted my plans for Thanksgiving. I rearranged my dining area in anticipation of the new delivery date but was informed on Sunday, November 29, at 4:30 pm that the delivery was rescheduled again to December 4, [redacted]. The manager of Value City offered to cancel my order or apologized for the inconvenience, but I'm dissatisfied due to the multiple delivery date changes without proper notice. I don't wish to cancel my order, and apologies alone won't suffice given the two months of waiting and three delivery date changes. I request a resolution and the prompt delivery of my purchase. Thank you.

Hello, I am Melvin Ransom. I am writing about my recent purchase experience with an item from your store. I bought a TV stand (Item # P740BK-70) for $[redacted].99 on 10/29/[redacted] with invoice # [redacted]9. Unfortunately, upon delivery, the stand had multiple chip marks, and the black paint appeared unfinished. I contacted the store and requested a replacement. The Assistant Manager assured me of sending a new one to my address. However, the second stand delivered was in worse condition than the first one. I asked for another replacement to be assembled upon delivery due to the inconvenience. Given the current pandemic situation, waiting until next year for a resolution is not feasible. I am inquiring about the timeline for receiving my refund. Thank you. - Melvin Ransom

I have been waiting for my complete bedroom set for 6 months now. Every time they deliver, it's only been part of my order, making me wait even longer. This poor customer service experience is unprecedented for me. Additionally, my credit limit was decreased without any notification, resulting in a significant drop in my credit score. My experience with Value City has been terrible. Once I pay for the incomplete order, I will never purchase anything from them again. Furthermore, trying to speak to a representative about my delivery has been frustrating, as I have been on hold for 53 minutes. What kind of business are you running?

I am disappointed with the customer service I received from Value City in Indianapolis. I purchased a sofa on November 15, [redacted], with confirmation number 20B71839DD1 and customer number [redacted][redacted]. Despite receiving an email confirming my order for delivery on January 14, when I called to verify, I was informed the order was never placed. I was given a new delivery date of February 11 due to online order issues unmentioned before. This lack of communication is unacceptable. I am considering disputing the charge on my American Express and canceling the order. Please contact me today at [redacted] or email me. I expect a prompt response, as I will not continue business with Value City, opting for competitors with better customer service. Sincerely, Deanna M. from Westfield, IN

Dear Deanna, Congratulations on your processed order for furniture. Your Customer Identification Number is [redacted][redacted]. Use this number for tracking and reference. You can track your order online by entering the ID on the website. The delivery date is set for Thursday, January 14, [redacted]. I want to share my disappointing experience with Value City in Indianapolis, IN. I bought a sofa on November 15, [redacted], with confirmation number 20B71839DD1. I received an email with customer number [redacted][redacted] for the processed order. The delivery was set for January 14, but when I called, I was informed the order was never placed. The new delivery date given is February 11 due to online order issues, which I was not informed about. This situation is unacceptable, and I am considering my next steps. Waiting for a prompt response. I can be reached at [redacted] or [redacted]. Best regards.

Today was the delivery day for my reclining sofa and loveseat from Value City Furniture in Waldorf, Maryland. Unfortunately, upon unwrapping the sofa, we discovered the undercarriage frame was bent. I immediately refused the damaged furniture and was told they would schedule another delivery. After not hearing back, I called the store at 7:40 p.m. only to be informed that the next available delivery slot for my couch would be in June or July. I requested to speak to a manager, but was told he was busy. My main concern is the customer service experience I had, as I was advised to accept the damaged couch and have it fixed later, which I found unacceptable. I am disappointed with the lack of urgency in resolving this issue. I paid for new furniture and expect it in good condition without unreasonable delays. My contact information is as follows: Marlene F., [redacted] or [redacted], Order Number: #[redacted]48.

Hello, my name is Theresa Fostek. I bought a sofa in February [redacted] and picked it up on April 26th due to delays caused by the pandemic. However, the left arm was defective. I returned it to the store and got another one, which also had issues as the screws didn't line up. I had to wait another month for a replacement, and after multiple visits from service personnel, the issue is still not resolved. I am frustrated with the situation and would like a proper resolution. I do not recommend Value City Furniture in Glen Burnie, MD, to anyone. I would appreciate a prompt response either via phone or email. Thank you.

I purchased my furniture on April 26 and was told that one piece would be delivered by July 7, with the next piece arriving by July 31. However, it is now September 11, and after paying in full with a check on April 26, I am extremely disappointed that the delivery has not occurred. My order number is [redacted][redacted], and despite discussing this with Doug, who mentioned a 10% discount on each piece if delayed, this has not been honored by the store. I have been trying to contact the store without success and have been on hold with customer service for 20 minutes. I would appreciate a callback at [redacted] and an email with an update.

I bought a special order sectional sofa in May for $3,[redacted].48, with a delivery date set for October due to a material shortage. I made sure my living room was empty for the delivery, selling my old furniture and waiting at home on Oct. 12. To my surprise, the delivery was rescheduled last minute, leaving me without furniture for over 2 weeks. When it finally arrived on Oct. 28, it had no legs and a rip in a cushion seam, plus the pieces weren't even connected. Despite promises from the sales manager Eric to fix the issues and compensate me, nothing has been resolved. Multiple calls later, I spoke to Victoria on Nov. 29, who assured me that a manager would follow up with Eric. A service appointment was scheduled but the technician never arrived. The lack of communication and service has left me frustrated and seeking a resolution for my damaged sectional and compensation for my time and inconvenience.

Yesterday, I went to the store and placed a large order for furniture to furnish 3 to 4 rooms. Unfortunately, some items I selected were not available for 4 weeks, so I chose different ones for quicker delivery within 1 to 2 weeks. After paying $10,[redacted] in cash, I was surprised to see on the receipt that the delivery dates were extended until July, which was unacceptable. I contacted the store immediately on Sunday, but was informed that I had to wait two weeks for a refund. Since the banks were closed and the order had not been placed yet, I found this delay unreasonable. I plan on visiting the store on Monday to retrieve my money promptly so I can order furniture elsewhere. This experience has been disappointing as a long-time Value City customer of over 20 years, and I hope to resolve this issue promptly. Thank you for your assistance.

Hello, on December 29th, my delivery of the table and chairs seemed fine initially. However, I recently found a few dents. I reached out to the Woodbridge location for support, and they scheduled someone to come in February for repairs. I inquired about purchasing a warranty due to its fragility, but customer service mentioned I missed the window by a day. Despite trying to talk to the manager, they have not been available. I just missed the deadline due to the holiday closures, and now I'm unable to get the warranty. Any help with this matter would be greatly appreciated. Thank you.

I acquired a VCF credit card in [redacted] and made a $4,[redacted] purchase at a store in Parma, Ohio. The agreement was for 12 months same as cash to avoid interest charges. I diligently paid off the card in June [redacted], only to have my account abruptly closed two weeks later without explanation, leaving me surprised when I received the notification via email. Upon contacting customer service, I was informed that the account could not be reopened and was advised to re-apply instead. Despite being a loyal customer who made significant purchases and maintained a perfect payment record, I was simply labeled a credit risk, resulting in an unjust 80-point drop in my credit score. This action seems discriminatory and unjust, and all my attempts, including reaching out to the Better Business Bureau, have proved futile in getting any resolution. I seek assistance in rectifying this situation as the account closure was unwarranted and has negatively impacted me.

Hello, I purchased a king-size mattress from your company about 6 to 7 years ago. The salesperson convinced me to buy the more expensive one with a 10-year warranty. In April [redacted], I contacted your company because the mattress is sagging where my husband and I sleep. The serviceman took photos and said someone would contact me within a week. Finally, on Friday, May 12, I received a call back. The visit was on May 2, but the person who called didn't provide a name or number. When I tried to call back, I spoke to 5 different departments and no one could assist me. I still have the email from FSN with the customer/order number [redacted]. They stated my claim was denied, which is frustrating. If this is the level of customer service provided, I will no longer be shopping with you or using your credit card. Thank you, Barbara A.