Value City Furniture — Attraction in Chesapeake

Everything was going well, we went to VCF in Greenbrier with No intention of purchasing anything, just wanted to look at other options. Sales Rep Zach derailed all those plans, in a good way LOL.. He was super helpful, informative, and even stayed after store closing time to finalize our sale w/management. Not only did he make sure we got what we wanted but also that we got a good deal. We really appreciated his help and looked forward to the delivery of our furniture that was scheduled for the following week. This is where things took a very frustrating turn! Our delivery was scheduled but for some odd reason it was via the Newport News location instead of Chesapeake, although we live in Portsmouth. The day of delivery came, but since it snowed the day prior, our delivery was rescheduled. We were given one date for a few days later and then when we called to confirm, we were given a completely different date (my husband felt that the female on the phone was oddly happy in telling him it was rescheduled). At this point our bedroom is completely empty, as we were adamantly advised to do by our sales rep in preparation for the delivery, so having it rescheduled for another week out felt very inconsiderate. My husband spoke with Mary, and she was incredibly helpful with figuring out what went wrong & why the extended delay in delivery, she even advised she would waive the delivery fee due to the inconvenience. (These fees should have already been waived at time of purchase, but they apparently were not)…. My husband had been given the contact # for the delivery driver and left voicemails but wasn’t getting consistent follow up and updates. We found out later that, there was an issue with the delivery personnel refusing to do deliveries or something like that. On the new date of delivery three men showed up, thankfully I already knew the name of the head guy Keon (I think his name is), because he didn’t introduce himself upon arrival and just had me sign for the delivery. Ultimately, they were very nice gentlemen, who worked very quickly and efficiently to get the furniture setup in the bedroom BUT we were missing both of our nightstands. We called the store, but they said they couldn’t find the answer until the delivery guys got back in for the day. WHAT??? If there’s an order placed, it should show in the system no matter what…SMH!... Later, we called back & spoke with Mary, who again was VERY helpful and PATIENT as she tried to explain what may have happened with the nightstands. She said that although we paid for nightstands, they weren’t shown as “ordered” on the request and wasn’t added for delivery. WOW!... So, since we couldn’t get a date for when they would be delivered, my husband asked if he could just come and pick them up so that we could be done with this process. He was told by Zach when he could come down to the store and that people would be there to assist him in loading. My husband said during the pick-up of the nightstands, he had a weird encounter with the young guy at the window, where at one point in the conversation the guy was just standing there saying nothing. He ended up having to wait over 20 minutes for the furniture to be “ready” and the only person available to assist him in loading was the guy from the pickup window, who wasn’t very muscular or even large in stature. During this whole ordeal we never received help or follow up from the store manager and are honestly not sure if or how the fees would be waived, since we already paid for them. Although I am very happy with my purchase and the helpfulness of Zach and Mary, this experience has been memorable and honestly will have us 2nd guessing about choosing to purchase from VCF...

I went to Value City Furniture looking for a new couch. We ended up finding one we really liked. We even decided to buy the love seat as well even without it being on display. Jackie helped us greatly in our purchase. Everything was going great until the furniture arrived. It was shipped without all the power plugs. Thankfully Jackie came to the rescue again and found one at the store for me to have. Otherwise I was told I would have to wait for one to be shipped. A couple months later and the switches stopped working on both pieces of furniture. I went to the store and the manager said he would email the warranty people. I waited for them to get in touch with me but no one ever did. So I went back to the store again and spoke to another manager, Chuck, and he said there was no record of me being there even though he remembered me coming in about it. Finally weeks into it someone came on Feb 11th to diagnosis the problem. He told me I needed new switches. It's been over a month now and I still haven't heard anything back about it. I went to the store today and the manager tried to compare my couch to a car of all things. I came to Value city because I thought I could trust them to be professional in every way. Apparently though it's only when they wanted my money. They make me feel like they don't care about me after I made my purchase. The Furniture in it's current state is very uncomfortable. I was told maybe someone could come out and adjust it. I asked for them to just replace it since they can't fix it in a timely manner. Even with all the extended warranties I purchased he just said there was nothing that could be done. I don't even know what to do anymore. They don't want to help it feels like. It's just sad that a highly known name in the furniture business has let me down. I will not recommend them to anyone to use anymore unfortunately.

Update on 3-24-25

I was just told by the manager I have to wait until April 26th for all the parts to come in. That's beyond ridiculous. Still unwilling to give me replacement furniture to get this moving along. Can I give...

I am very unhappy with there Customer service! I purchased my king size bed set from them on Nov 29 and still have yet to receive my item. Now mind you me and my finance are still sleeping on the floor trying to save what little money we do have for are wedding day! I will never do business with them again or refer anyone period! Every month since my Purchase I have received a phone call or email letting me know the delivery date has been pushed back another month. Now my new delivery date is June 15th i haven't been offered any kind of discount just empty promises. I do so love being lied to by management and i would give this review less then a full star but it won't let me I guess you can also blame that on COVID-19 too. Update. Finally after 8 months of waiting on July 15th I received my Mayfair king size bedroom set and its gorgeous, but I am still missing the chest 😢 and that won't arrive until August. So update I had to call them on August 6th because I was due to receive my chest/dresser on the 5th of August but I never got a call. The sells rep tells me that my schedule delivery date is now September 11th but he can have it delivered August 26th. Boy was I upset 😡 this has been the worst experience I have ever had. But then on August 7th I received a phone call from Value City and the lady on the other end was very polite. She looked over my order after I told her I placed my order on November 29th she was in shock. We both knew that my order was pushed back in favor of someone else. So instead of having me waiting 2 -3 weeks she had it delivered 4 days later. Value City Furniture I will never do business with you again at 4300 Portsmouth Blvd Ste 200 Suite 200, Chesapeake, VA 23321. Worst service I have ever had all you could do was blame COVID or shipping delays. I have never seen a business take less Accountabliliy and Responsibility in my life you made this whole 9 month wait harder then it needed to be when it...