Value City Furniture — Attraction in Indianapolis

If I could give 0 stars, I would. I ordered online and had a scheduled delivery. Took the day off work to be home for the provided delivery window. I received a phone call that the delivery was 30 minutes from my home and 1.5 hrs later, no delivery. I called the store to make sure no one was lost and check the status. I was told the delivery service had multiple call ins and my order wouldn't fit on the truck in the morning. No phone call was made in the morning when the truck was loaded, letting me know that I wasn't receiving a delivery, potentially allowing me to go to work. Who knows when anyone would have contacted me about not receiving my delivery for that day? I then was eventually contacted by the warehouse Manager (all by attempts of me calling the store, not the store reaching out to me), Thomas, telling me that the delivery would not be able to be made until a week later because that's the only time they are in my area. No attempt was made for the company to make things right and go out of their way for their customer, when the delivery staffing situation was not my fault. They scheduled the delivery for the following week, so 1 week after my scheduled delivery, even though I told them numerous times that day was not going to work for me as I had work meetings I needed to be present for. Finally, they told me the store Manager, Jason, would call me the following day at 10am because he was not currently in office. I waited until 1pm the next day and contacted the store again because I had not heard anything from the store. I was told I couldn't talk to Jason because he was busy. At this point, I called the main customer service line because I wanted to get the new delivery date squared away, knowing I would not be able to be home for the updated date they assigned me with no regard to my schedule. Customer Service transferred me back to the store and unfortunately I do not remember the woman's name who helped me. She was the most unprofessional person I've ever come in contact with from a customer service standpoint. The call ended with her telling me I couldn't wait on hold for the Manager and abruptly hung up on me. After this, I called and canceled my order. I would rather continue to not have furniture than spend my money at Value City Furniture. I have already shared my experience with many who are currently furniture shopping and have deterred them from your store. I am a Manager myself and cannot imagine anyone on my team providing this kind of service, let alone not addressing the customer myself, as the Manager. TERRIBLE...

Six month status update....still no part or follow just we will let you know when the part comes in. This is absolutely incredible and not in good way!!! No solutions offered, no status provided. How about checking damaged or returned items that can be used to salvage parts or offer a replacement - I haven't been able to use this sectional in over six months!!

I purchased a sectional with three recliners in November of last year. The delivery and set up was on time and went according to plan. In June, the buttons on one of the recliners no longer worked. We purchased the warranty and insurance. The tech came out and advised that the buttons as well as the motor needed to replaced. That was in June, it has been 3 months and the sectional is still not repaired. I've called several times to get a status update to determine when the parts would be in. I understand that due to Covid, things are moving slowly, however - I never received phone calls to provide an update as promised. The most recent call was about two weeks ago to make sure I was still on the "list" and to get a status update. However, the call went South really quickly - the person on the phone was not helpful at all!!!! She just restated what I already knew. When I asked for a manager she indicated she was the manager. I inquired if there was a purchasing person or someone else that could get in touch with the Vendor to get an ETA on when the part would be available. She indicated no one would be able to answer that question began indigent with me because I became frustrated that no one could provide an answer. When I asked for alternatives in getting this replaced - her reply that's not how it works. I asked for a call back and she said someone would call when there was a update. This is totally horrible customer service - When pressed to give me someone else to speak to she said there was no one else and hung up!!!! The past few weeks I've attempted to call the service center to speak to someone and the wait is always 45 mins and I still have yet to receive a call back. At this point - I don't know if my recliner will be replaced - I can't get in touch with anyone so hopefully someone will see this and take some action. Signed - very frustrated...

I cannot express how disappointed! After paying over $1000 for an electronic chair, and paying the extra amount for a warranty and delivery so if repair was needed they would come to the house to do the repairs. We thought we would be alright.

Not even a year in the chair stopped working! There was a plastic piece that raises the feet and lowers the back that broke.

The easy part was reporting the break and scheduling a repair man to come out to look at it BUT, and this is a REALLY BIG BUT! Even though the repair man quickly identified what replacement part was needed, and he actually found a replacement part through Amazon that was less than $100 BUT, yes this is the REALLY BIG BUT, we were told that he can't order the part through Amazon, or any other source where they would be able to the chair fixed and useful again quickly.

You see Value City insists on ordering all replacement parts directly from the manufacturer. This may save THEM money but it takes a LONG time to get the part.

We asked how long it will take for the part to come in and we were told 3 to 12 weeks. That was back in April! And yes, we are still waiting! Last month they finally said it had been ordered 3 weeks earlier, which would have been the middle of June, they would send tracking when they received it, and that it would be another 3 to 9 weeks before it was received.

Having still not getting the tracking info we called again today and were told there was an issue with the first order so they had to reorder from a different manufacturer and that it had been ordered 3 weeks ago, which would be in July, AND that it would be another 6 to 12 weeks!

ARE YOU KIDDING!

So, I have not been able to use a chair that cost me over $1000 for over 3 months, AND I'm being told it could be another month or two before the part comes in.

I AM SO FRUSTRATED!

In this day and age there is NO REASON you should have to wait over 4 months for a part so that your chair can be fixed! I mean this is ridiculous!

LESSON learned! DON'T bother buying the warranty, it's not worth it! Better yet, get your chair...