Value City Furniture — Attraction in Kentwood

UPDATED: 1/30/24 Bought a bed, table, and chairs. The delivery team said the warehouse failed to pack all the hardware for the bed frame. Another tech would call us to come put our bed together. They assembled the dining room table and left. I cleaned the dining room with a microfiber cloth dampened with water. There was a spot that looked like dried candle wax on top. When I wiped it off, it revealed raw, untreated wood! So now I have a damaged table in addition to a bed laying on parts on the floor. Nobody called that day and nobody showed up. The next day I called the store and couldn't get through the automated system to talk to an employee. Eventually I called Andy on his cell phone. He put me on the phone with Erin. I texted her photos of the damaged table and scheduled an appointment for a tech to come fix or replace the table. She said the delivery team that failed to assemble our bed is a third party company and every time they deliver she cringes and expects the worst. She said it is a regular occurrence that delivery teams "discover missing hardware." She also said teams return and dump cardboard and plastic by the recycling dumpster and leave bags of hardware lying on the ground. To her credit, Erin looked researched our missing parts and personally drove them 35 miles to our house. I put the bed together myself and the frame CRACKED and BROKE during normal assembly. Then one of the drawers built into the frame got stuck in the OPEN position. I called Erin on her cell phone and she said the tech would look at the bed too when they came out. The day arrived. NO CALL NO SHOW. I called Erin back. She told me she didn't work at that store anymore! Yikes... I called Andy who put me in touch with a manager, Luke. Luke set me up with another work order. His boss, Ms. Lopez, would call me the next day to follow up. You guessed it. No call. The day arrived and the tech failed to show up AGAIN. Luke said he would credit my account $200 and make SURE his boss called me tomorrow morning. Ms. Lopez did not call but I did get a call from a new guy who failed to identify himself on the voice mail. I eventually got ahold of Ms. Lopez! She said the man on the voice message was Dan. Ok... She also said that she had not heard anything about my situation and wasn't sure why Luke had brought her name up. I'm like, "Just take all the crap back and give me my money back!" After setting up another appointment, I asked to speak with HER boss to get another level of confirmation for the work order. She sends me to Christine the store manager. I thought Luke and Ms. Lopez were managers! Christine says she will personally take this matter into her own hands. Great! She doesn't have any control over the scheduling and routing of the trucks though. At best she can give me an email for Zach, but no phone number, and he's on vacation. Who is Zach's boss? Brad. Cool. She sends an email to Zach and Brad and says please make me a priority. Cool. Nothing from Zach or Brad yet... In the meantime, Christine promises to follow up with me via phone today, 1/30, but it will be later in the evening because she's meeting with the new team she's working with in Detroit because she's DONE at the East Kentwood store! At 8:05 pm she TEXTS me that I am scheduled to see a truck show up this Thursday evening. She's going to Costa Rica and will not be around at that time but will tell the NEW store manager about my order. The new manager's name is Chris but she has no contact info for him. It will take two billing cycle to see the charges refunded on my credit card. So I'm still on the hook to pay for this crap until the merchandise gets processed back into their system when the truck returns to the store. Christine never did call... Good luck, Detroit store. Have fun in Costa Rica, Christine. Pleased to meet your Chris. The saga continues... People are blowing them up online left and right for absolutely horrible customer service. Do not do business with Value City Furniture. GO LITERALLY...

On August of 2023 my husband purchased a 7 piece ding set and a week later we got delivered the table got damaged when the delivery guys try to put it in the house because it would not fit in the door so it got damaged in the process of that it damaged the the trim around the door I said I don’t want they said we can leave it out here and when your husband gets home he get can put in the house I said no we paid for delivery and installation. They giggle little bit so that’s when why the force it to come in the house. The guys seen how it was damaged. They took pictures of it so they said someone will contact you three days past no one contacted us. We had to contact them be after them. Finally, we get a hold of them they sent a new table the new table didn’t make it in the house because it was also scratched up and damage. The delivery guys noticed that outside, so they never brought it in to replace the one before we still kept of the damaged table that they had brought in the first time. And also the chairs have a very bad smell. I don’t know how to describe the smell is super bad and makes our head hurt. It’s like an oil mix with something else we called to let them know about the the chairs on how they smell. They said it was because they were in the warehouse store for so long that the smell would go away within 24 hours. OK understandable will wait weeks have passed in the smell never went away we called again. They said that someone was going to be out here to inspect the chairs no one ever came so the third time the other table deliver again to replace the first one that was damage as well. Still having problems with the table being damage we also noted the one of the chairs was not painted right it was missing paint so we told him about that they came replace that chair but the bad smell is still there They make the whole house smell. Super bad my kids feel sick their head hurts. My head hurts again. We’re doing the waiting out game with them again call us for some reason when we call the manager seems to never be available. Now it’s a month later and they want to charge us for someone to come out here and pick up the table because now we don’t want to deal with them anymore and we want our money back so they’re trying to charge is $250 for them to come out here and pick up the table so they’re basically charging us for making the purchase with them for all the mistakes they did because they don’t want to be a hold accountable for what they have that now they tell me there’s nothing they can do that I have to basically deal with what I have and not throw a fit I pay full price. I gave them the money in full and they only want to give me half service the customer service here it is the worst they have you bouncing from one person to another person. Just a problem to tell you there’s nothing they can do about it just to deal with it and now they trying to steal from me basically something that I don’t want in my house because it is harming us And now no one’s helping us. I have call corporate. We have called all the numbers that we can call that are online and no one will help so just be careful when you purchase from the store online because they only have a seven day policy and if it’s their fault, it is not on them after...

I have had the worst experience ever with Value City. I purchased a dinning room set for $1300, paid for delivery and set up and got delivered furniture that looked like floor model furniture. The first time delivery was scheduled, they were late 2 and half hours late so I had to go to work and no furniture. Delivery was rescheduled for the following week and when we got the dinning set. It was completely damaged, the table and 6 chairs. Called the store and was given the run around. Victoria is the person I spoke with was trying to get someone to come out and fix the furniture. I don't understand why someone would need to come and fix damaged furniture that was not damaged because of me. I paid for brand new furniture, not damaged furniture. Victoria kept apologizing but would not fix the issue, not even a discount or anything was offered. I had to call the Corporate office to get them to agree to deliver me new furniture. Delivery was set up for again another week. Again took time off from work to be home for the delivery and when they got here i was told that they only had a table and one chair. What was I going to do with one chair. They wanted me to stay with the other 5 damaged chairs. After refusing to accept the furniture, the delivery guy called the manager Eric and I was told by Eric that they didn't have anymore in stock of my table and chairs and that they would do an exchange. I didn't want the exchange and he didn't even offer another solution. I told him I would never shop with them again and he said that was fine. They didn't want to take the furniture back and I had to threaten with an attorney for them to take the furniture back. Supposedly Eric said he would cancel my order once the furniture got to the warehouse and the Value City credit card that I applied for would get the full credit back. I will see if this is true and hopefully I don't have to contact my attorney. I don't recommend them to anyone and will make sure to let everyone know how bad they are. I won't even give...