Value City Furniture — Attraction in Joliet

Eric Long, the store manager at the Joliet store, understands how to take care of the customer. I would also add the sales reps on the floor are professional and know how to make you feel comfortable with your sale. I don't write reviews, but this time it is definitely warranted. Here's the story...

In January 2021, I purchased a dining room set, picked it up (versus having it delivered), and put it together. When I opened the table to insert the leaf, it didn't connect properly. I called to have it looked at. A technician came out to look at it telling me it could not be repaired and needed to be replaced. I called the store, spoke with an assistant manager who told me they could replace it right away, but I would have to return the table on my own (because I didn't pay to have them deliver the table) for the exchange. I tried to explain that the defect was not my fault, so why am I having to return the table, on my own dime? By the way, this table weighs a ton...not a one person job at all! I asked to speak with the store manage, who wasn't there at the time. Because I was laid up because of an ankle surgery, I wasn't able to come in and take care of this problem sooner. Now we come to my experience with Eric today.

I went into the store and Eric was there. I explained my situation and he explained to me the company policy that they only pick-up returning items (damaged or not), if the customer purchased the delivery charge initially. After some more discussion, Eric went out of his way to find a solution that would make me happy. He truly understood the value of having "and keeping" a happy, long-term customer. In the end, he's going to pick-up the defective table and deliver the replacement. Eric, I hope you are reading this review, because it's service like this that will continue to give VCF a good name and keep lasting customers.

Eric could have easily stuck to his position and made me do the exchange, but he didn't and found a workable solution. From a business perspective, his actions probably cost him a couple hundred bucks to make this exchange happen, but he clearly understood the "value" of keeping a happy customer "happy" and returning. His decision to make this happen locked in future sales from this customer and referrals to my friends and family...even more sales. To me, that sounds like a good investment in his company.

I was confident going into the store that we were going to find a satisfactory solution and Eric didn't let me down.

If you're looking for a place to get quality furniture for your home, and great service to go with it, this is the place to go! Their merchandise is reasonably priced compared to the market, and if you take advantage of their sales, you can't beat it. Throw it their no-interest finance options they offer and you will walk out a happy customer as I have on more than one occasion. Also, do I have to mention their customer-centered service???

Thank you for the great service, Eric!...

They get 1 star due to the awful delivery experience. Micheal was extremely helpful during the sale so I’ll give them that, but the delivery was beyond terrible. They sent a supposed outside contractor (even though they had value city furniture t-shirts on) to deliver my furniture and I ended up doing the heaviest part of the job and had to wait a day for them to send out a team to finish the rest of the delivery. The first delivery team disagreed that the sectional I purchased and paid a delivery fee for would fit in my loft even though I repeatedly told them that we previously had the exact same size sectional up there. We told them that we’d get it to fit (which we did with zero damage to the walls or the furniture) and they left the rest of my sectional in front of my front door and didn’t put my bed frame together and proceeded to drive off without saying anything. The warehouse/delivery manager named Edith was also extremely rude and obviously took the delivery guys side over mine. She kept telling me she was trying to call for 5 minutes to tell me they were leaving but I was in the middle of doing their job so I couldn’t answer my phone…the guys could’ve easily told us before they left considering they watched and recorded as me and my 60 year old helper did their job. The worst part was that one of the delivery guys was standing at the bottom of my stair case recording me on his personal phone. I am still debating whether I should file a police report due to him recording me in my home without my consent. Very ignorant delivery guys, and very rude warehouse manager (Edith) I am still waiting to get my delivery fee waived which the assistant store manager (Stephanie) told me I’d get. I would never purchase here again due to the stress and aggravation their delivery team caused. Again; the salesman (Micheal) was awesome so I won’t take that away from them. The attached photos show the giant window which I fit the largest part of the sectional through, which I told them it would fit through there numerous times, they also show where they left the rest of my sectional (directly in front of my front door) and the incomplete bed frame before abandoning the job. I never want to see anybody lose their job but due to them recording me in my home without my consent and them abandoning the job that I paid value city furniture for; I’d consider that grounds for firing. Respectfully; a very...

My husband and I visited the store on 8/11. We were disappointed to hear that the couch we wanted would not be delivered until December so we ended up buying a "stocked" item (which we still had to wait over a month for them to deliver). I want to point out that Leticia helped us out when we were in the store and this review in no way reflects her service. Our couch was delivered on 9/14 with stains all over it. We called while the delivery guys were unloading and someone at this Joliet store (can't remember their name) asked us to send pictures of the stains, that they would assess and get back to us. I didn't hear back from anyone until Saturday, despite calling multiple times to ask what was going on. The manager, Howey, assured me that they would fix this situation and send someone out this upcoming Wednesday after we get home from work (after 3pm) to clean the stains and if they cannot be cleaned they will replace the piece free of charge. I expressed worry that I would have to wait another month for a replacement and risk the replacement being in the same condition. I figured it would only be right on their part to let us return the couch and give us all our money back. He said he could waive the restocking fee but he cannot waive the delivery fee since they use a 3rd party. This left a really bad taste in my mouth since he seemed to not understand that they delivered the couch in such poor condition and we as the customers have to pay for this. Today I get a voicemail from a Jeff saying they scheduled my Wednesday cleaning between 12-2, during the time we will be at work. When my husband called back to tell him Howey told us they would schedule us after 3pm, Jeff was extremely unprofessional and said he wasn't the one who promised that time, they cannot guarantee that time, and hung up the phone on my husband. Many times when I try to call back, the phone just rings and rings. When you give a company thousands of dollars, you expect to be taken care of especially when they make a mistake and you want it corrected. It's ridiculous that I'm even having to call corporate and write this review in a last ditch effort to get anywhere with this store. For anyone reading this-BEWARE...