Value City Furniture — Attraction in Clinton Township

EXTREMELY DISSATISFIED WITH VCF. On 02/28/22, I purchased a sofa and loveseat from VCF. My furniture wasn't in stock, so I had to pay in full to guarantee the order. I still don't understand their order process. I had a delivery date of 05/20/22, which was changed to 08/01/22, then delivery was revised to 07/01/22. So, for five full months, I didn't have access to my money or furniture.

My furniture was delivered late in the evening on 07/01/22. The delivery guys unwrapped the furniture in the front yard, brought it in, and left. I didn't sign anything. After they left, I inspected the furniture, and the springs in the sofa was broken. When I sat on one of the cushions, it clanked and collapsed in. I called VCF the following day (07/02/22) to request a replacement. I was told my brand-new sofa delivered to me with a manufacturing defect would need to be serviced and not replaced. I agree for a service tech to determine if the sofa needs to be replaced.

On 07/21/22, a service person called without an appointment and asked if he could come by. I was on my way out but allowed it. Since he didn't have time to complete the repair, he was supposed to return on 07/25/22. The repair person was a no-call or no-show. I called VCF on 07/27/22 to schedule another appointment. On 08/02/22, a third-party vendor cut the bottom of my sofa and made the repair. I sat on the sofa, and it was fine.

On 09/17/22, I had friends over, and I sat on the sofa, and the cushion and springs collapsed again. The sofa is part of Livingroom furniture, which is rarely used. That cushion had not been sat on since the repair. I called VCF on 09/19/22 and spoke with a Customer Representative (CR) in the service department.

I explained the situation with the sofa and requested a new one. The CR stated VCF would not replace the sofa. The next step would be for a VCF service tech to repair the sofa. The CR was very disrespectful, argumentative, and uncaring. I asked to speak with a manager. The CR said she would have a manager call me. No one called me.

09/26/22, I went into the VCF on 33801 S Gratiot Ave., Clinton Township, and spoke with someone in the office. She placed a call to the Service Department. Again, I went back and forth with several CRs and received incorrect information about me already speaking with a manager. These ladies were playing games with me. They kept telling me about the VCF policy. I explained my policy is to get what I pay for. I paid for a new service defect-free and didn't receive it. They asked if I wanted to schedule an appointment, and I agreed because they were not budding. I commented that I was dissatisfied with this process and planned on filing a Better Business Bureau Complaint and Attorney General Office complaint. The representative refused to schedule my repair appointment. I asked why she would schedule my appointment, she said if I were going to file a complaint against them, I would need to deal with Corporate. She didn't offer me a number and was going to hang up. To schedule an appointment, I had to tell her I was not going to file a complaint. Last time I checked, this is a free country, and I'm free to file a complaint if I like. It should have nothing to do with whether I receive service.

My appointment for the sofa repair is scheduled for 10/12/22. I still the sofa replaced because it was defected from the start. Since no one sits on that section of the sofa, if it breaks again and it’s out of warrantee, I would be responsible for the repair. This is not fair. VCF has not provided me with good customer service and their Customer Service Representative spoke to me in very disrespectful tones. I plan on taking my future business...

I couldn’t give negative stars, so I had to settle with 1. I purchased my 2 piece couch online & paid for the 5 star delivery. The day of my delivery, I received 2 of the same pieces, no power cords, and no legs. They told me someone would contact me to have my order redelivered correctly. After a week, I was not contacted so I contacted them. They scheduled a new delivery date where I was brought the correct piece, but still, no power cords or legs, and a rip in the piece they brought me. The delivery driver made a call and told me I could go to the chesterfield location (30 minutes away) to pick up the legs and power cords myself. So I did. Low and behold, they didn’t have them. The lady at the counter wrote down my information and told me someone would contact me to schedule an appointment to have the missing pieces brought to me & the rip repaired. After 2 weeks of no contact, I reached back out. One of the employees took the power cords and legs off of a display piece to give to me to assemble myself. I spoke with the manager & addressed my issues with the service & mentioned I’d like a full or even partial refund for the 5 star delivery that was not given to me and that my couch was still ripped. He assured me he’d reach back out to me with a solution, which he never did. I called the store and asked to speak to him & the line disconnected. This is the worst customer service I’ve ever experienced, definitely not worth the headache...

Paid for a sectional (in full) on 11/16. I was sold on the deal because I was told the sectional would be delivered on 11/27. I received a phone call from the Novi location verifying an incorrect address for delivery. When I corrected the young lady on the phone with the correct address she told me, “We don’t deliver that far.” I then asked how any of this is my problem as a customer? She told me to talk to the store I purchased the sectional from and transferred me. The first lady I spoke to told me I didn’t pay for delivery as I was staring at my invoice and the $119 delivery charge (isn’t the customer always right?). Was told by a Julie at the Clinton Township store my delivery address was corrected and it would still be delivered by 11/27. After not receiving a phone call for estimated delivery time, I called the store to find out my order was cancelled and if I still wanted the couch it would not be available until February. Manager Liz offered to “follow up with me tomorrow” and was understanding on the phone, however, I feel as though I was misled and bounced around without my issue being resolved. I would not recommend purchasing from this location. I shopped around at Gardner White and Bob’s Discount Furniture and feel as though it would have been less of a headache and...