Value City Furniture — Attraction in Columbia

DO NOT WASTE YOUR MONEY OR TIME HERE. This has been the worst experience we’ve ever had with a furniture store — we’re even considering legal action.

We bought a living room set with a 5-year warranty totaling $1,577. One of our couches was damaged beyond repair. The warranty company approved a full replacement and told us we could get either the same couch or store credit for the original amount ($621). Value City offered just $358. After pushing back, they increased it to $552, still short of what we paid.

We then found what looked like the same couch in a different color. When we asked for that one, we were told it was a different model (“Galaxy” instead of “Felix”) — even though it’s clearly just a renamed version of the same couch. We believe this rebranding is to keep customers from using their warranties.

Then we reviewed our original receipt. We were promised free delivery, but were charged $139.99. Our total was $1,577, but the furniture with tax was only $1,437 — that $140 difference is the delivery fee they claimed we wouldn’t be charged. When we pointed this out, they literally tried to argue basic math with us. At one point, an employee even admitted the math was off and brought it to a manager, who still claimed it was “correct,” using nonsense calculations that made no sense.

Frustrated, we gave up and picked out a cheaper couch for $499 just to be done with them — a couch that lacked many of the features we originally paid for, but we were exhausted by the constant back and forth.

Next, we were told the couch was ready for pickup. But when we called to confirm, they told us we had 48 hours to pick it up before it would be sold, even though that was never mentioned in person, over the phone, via text, or in email. Since we both work, we asked if they could hold it until the weekend. They couldn’t promise that.

We ended up ordering a second couch, with a pickup scheduled for July 23. We rearranged our work schedules to pick it up in the 48-hour window. Then, out of nowhere, we get a call on July 17 saying it’s ready and needs to be picked up that day. My husband said he couldn’t make it due to work but reminded them our pickup was scheduled for the 23rd. He was told again: only a 48-hour hold.

He left work early on July 18 to get it, drove 45 minutes, only to be told the couch wasn’t even there — the one that arrived was for another customer. The warehouse staff, who actually seem to know what they’re doing, apologized and said they’d ask a manager about waiving the delivery fee for all the trouble. They were the only part of this experience that wasn’t a total disaster.

In total, we’re out $272 between the bogus “free” delivery ($139) and the warranty credit shortfall ($122), not to mention losing work time and still not having the replacement couch we paid for. Their customer service is disorganized, rude, and completely unhelpful. Basic math doesn’t apply here, apparently.

To their credit, Jeff — one employee — was helpful and actually got us the second couch without additional cost, even throwing in a free warranty. But the store acts like they don’t want you to talk to him — we were constantly told he wasn’t available.

This place is a joke, and based on a quick Google search, we’re clearly not the only ones dealing with problems. Check your receipts, question everything, and if possible — shop somewhere else. Attached photos show our original couch (tan with power), the renamed version (“Galaxy” brown), and the stripped-down model we had to settle for (tan...

5 star customer service across the board. Really nice and friendly staff. Everyone was very helpful and got me a great deal on a sofa. Ms Anne was my associate that helped me and was sweet as pie

After searching the store for a couch all of 10 minutes I picked out my items and went to check out and it took me another 3+ hours to leave the store. After patiently waiting in the store for them to correct pick up to delivery and paying $101 for delivery, I left thinking my items would be delivered next week July 5. I had plans to go out of town on Saturday. I canceled them to be home for a delivery that was never scheduled

July 4 I get a phone call from the store stating my items are ready for pickup. I let the lady know that I paid for delivery and they’re supposed to be delivered tomorrow Saturday, July 5th. She said she’ll look into it and give me a call back. No one ever called me back on the 4th, so I called first thing July 5 the day of delivery. Again, I’m not scheduled for a delivery And now my items aren’t in the warehouse at all. They cannot be delivered until Wednesday, July 9th I asked to speak to a manager the manager was not in at 10 AM. The manager did not give me a call back until approximately 1130 But I missed the . I called back and the lady answer the phone act like she didn’t know who I was and I just spoke to her an hour ago. And because I couldn’t remember the manager‘s name that left me the message she wouldn’t put me through to a manager. I had to hang up listen to my voicemail again then call back and ask for the manager by name.

Once I get on the phone with the manager lasagna, she is completely unhelpful. She’s saying that the furniture has not been delivered to the store at all. There was a mixup between my financing and my delivery and the two wasn’t Linked, but she’s the manager that helped the associate at purchase I don’t understand why she didn’t take over the account after she was called 3 times during my initial visit or at least monitor her to have it done correctly.

I have family coming into town and was planning on entertaining Sunday so I needed a couch. I initially thought I would ask my cousin to help me If it was in the warehouse because I needed a couch to Lasagna said she would take a look in the warehouse and call me back in 10 minutes. She didn’t call me back until 1:30. By then I had changed my mind on coming to pick it up because I would have to rent a U-Haul and find someone to help me move it mind you I have a sprained ankle. We know this because I was in the store for hours and I was saying I just wanna get home so I can get off of my ankle. The manager had no compassion. I don’t even think she apologize for the inconvenience. The only thing she said was we can deliver it on Wednesday. I said I work on Wednesday and I have people coming to my house on Sunday. She said well that’s the only thing we could do, I said will cancel the entire order and she was more than happy to cancel it. There was no apology. There was no offer of a delivery upgrade or even a free delivery. I then spoke to another manager, Jay. He was the only one that was apologetic and still nothing could be done. I end up canceling the order. So now I have to shop again for another couch and still will not have a couch for my company on Sunday. Completely disgusted with a customer service at value city...

I’m a very understanding person, however, I’ve had a very bad experience with this company. I want to start off by saying the store sales associate who helped us, Moses was very friendly and helpful while we were in store. We ordered an entire bedroom suit. However, when the furniture was delivered, we realized we were rang up for the wrong headboard.

When the items were delivered, the mirror was broken, and we asked for it to be sent back. After they left, we then noticed two drawers were incorrectly installed so they did not open and close correctly, the bed frame was cracked all the way around, and none of the bolts were tightened at all. The bed was like a rocking chair.

We immediately went up there to let them know what happened, and that since we had to basically replace everything, we wanted to get the correct headboard. We decided on compensation on the mirror because it was broken, leaving a balance of $50 for the headboard that we were under the impression was ordered in the first place. When we asked if it’s possible for that to be removed because of all the issues we’ve had, we were told no, and that it would actually be $89. Not too sure where that number came from. After stating we wouldn’t shop here again, they compensated it for us.

We had a new set delivery date set for a Thursday. I received a call to confirm on the Tuesday before and all was good. On Wednesday I got a call to confirm my delivery for Saturday, which I knew nothing about and did not approve of. I called to ask why Saturday was being mentioned and they said they weren’t sure. When I got off the phone with them, I got an email saying Saturday was confirmed? I then got a few more calls and when I could finally answer, it was told they would be there in 20 min. This was Wednesday afternoon! This was to fix the drawers and I had no idea they were even coming. I’m glad we were almost home. They fixed one drawer, but were unable to fix the other.

Thursday came with the new furniture and they had no clue they were picking up old furniture and replacing it. However, those guys were great and very helpful.

Since they have left I’ve received 3 more calls from an automated message stating that I need to confirm my Saturday appointment again. Which I still know no details about. So they can come. But I won’t be there.

We wanted to buy more furniture from here, but after this experience we won’t be.

PS. Still waiting to see if my drawer...