Value City Furniture — Attraction in Lexington

If I could give less than one star, that would be more accurate. As we recently moved into our first home, we decided to purchase a piece of furniture from Value City Furniture. Specifically, we decided on an electric reclining sofa. As many may know, Value City Furniture certainly isn't cheap, but we were fooled into thinking this would be a quality product.

We didn't have any problems with the initial purchase. However, the sofa only came with a one year warranty. Not even a month after the warranty lapsed, the motor on one of the chairs stopped working. Now the chair gets stuck in the reclined position, not only making it impossible to use the chair, but also a huge eye sore. (Moreover, at some unknown point, the sofa developed a HUGE rip along the seam in the back of the chair. Only adults use this chair, and it is cared for very well, especially because of the amount of money we have spent on it. This just speaks to the poor quality of the product in and of itself.)

The motor incident happened in September of 2014. My fiancé contacted the store from which the sofa was purchased, only to be told we would have to use the other store in our city in order to purchase the part we needed. In fact, we were told we might not even be able to obtain said part. (The store we had to order through is the VCF on Sir Barton Way in Lexington, which is where much of the trouble has occurred.) Luckily (or perhaps unluckily) we were able to order the part, and we placed an order on or about September 17, 2014. We were told it would take nine weeks for the part to come in, but nonetheless, we still had to pay for the part before they would place the order. Left with no other options, we agreed.

It is now almost February 2015, and we still have no part. It is nearly impossible to figure out where the part is or when it will be coming in. Numerous times we have called and asked, and it has always been, "It'll be in in X number of weeks," but once those weeks pass and we call again, still no part, and we are told the same thing again. Moreover, when we are told our call will have to be returned because they're "too busy" or "the manager isn't in," more times than not, our calls aren't returned. Also, on the day we were told they were "too busy," my fiancé went to the store only to find the employees lounging on the sofas.

Today, I finally had enough and called the 1-800 number for the company (well, actually, a 1-888 number). The lady there told me the parts come from China and she can't really do anything until she talks to the manager of the store. What the conversation boiled down to was that the "headquarters" can only act as a "liaison" between the customers and the store managers, but in the end, the store managers get to make decisions about how they want their store to operate. As a practical matter, this seems like terrible business planning because those individual stores affect the image of the overall company. However, research has shown me that all stores seem to operate poorly. I wonder how they continue to stay in business.

At any rate, the lady from the 1-888 number and the store manager are supposed to call me back later today with some information about the part. Last year (literally), the manager told us that they would put the part in for free given the trouble we have had. At this point, all of these things seem like empty promises because 1) I don't expect them to be able to give any information regarding the whereabouts of the part if history is any indication, and 2) you can't put a part in for free that you don't have.

Unless this company decides a great way to rectify their poor business conduct, we will never be back, and we will be sure to let all of our friends who are in the market to buy furniture about the abysmal service this company offers.

I do hope to be able to report back with happy news, and in such event, I will. As of now, we have paid somewhat of a substantial amount of money (to us) for something we're not sure we'll...

When seeing the Big Softie in the showroom my partner and I fell in love with it. It is weirdly difficult to find a chocolate brown cloth recliner and this checked off everything in our wishlist. The couch is extremely comfortable and despite reviews about stitching falling apart it has held up well to bigger people and a 40 pound puppy. Being younger and not having a huge surplus of extra cash we decided to go with the 0% three year financing through Synchrony Bank. While most people complain about financing because they are late on a payment and get charged interest, no no. That’s not the issue. Being responsible I sign up for autopay as to never miss a payment and the first autopay to come out of my account was the entire $2,600 balance rather than the monthly payment of $66 for three years. The credit card company blamed me, told me I agreed for them to take the full payment and that it would take weeks to reimburse me. Unfortunately for them there was certainly not $2,600 in my bills account and it caused overdraft fees for me and a late payment fee when I was able to finally pay the $66 payment. It also stopped other bills from being paid as the account appeared overdrawn while the bank was settling it out. A huge headache and the company did nothing but blame me. Needless to say that couch will be paid off quickly and that card will be closed. Secondly and more importantly within 3 months of purchasing this couch the motor on the left arm recliner has a short in it from faulty manufacturing and the piston on the center console does not work. Well you think, I have the warranty, they will replace it for me. After waiting weeks for a technician to come out and indeed confirm it’s a manufacturing problem, I receive a lovely email this morning that it will be 12 weeks before I receive a replacement part and then once I receive the part I must wait additional weeks for a technician to come and replace the part. So BRAND new couch is now useless for...

I initially ordered a sectional and coffee table online VCF cause I hate how furniture salesmen are like car salesmen! My table direct shipped damaged busted. VCF corporate care was horrible to deal with. They would not order another table until fedex resolved on their end. Which would be at least 10 business days then I would have to wait another 2 weeks for the table to arrive. VCF Hamburg was who was delivering my sectional couch, they very graciously got me a new table ordered so I would not have to wait! Great someone was actually trying to help me! Boy was I wrong! The couch was delivered but within 3 days the headrest stopped working so u essentially can’t use the recliner and we are awaiting parts. The table was shipped to the store this time and was scheduled for delivery but no table showed and no phone call. When I called, delivery was canceled but no one knew why. Ended up the table was damaged again. Kevin the sales mgr assured me was just a “bent bracket and no wood damage”. I repeatedly said I don’t want to end up with a damaged table. I sent my husband to investigate only to find a table with the wood ends busted cracked glued back together. They were going to give me a table like that! When confronted they suddenly couldn’t help me anymore with ordering a new table; I would have to go back thru the corporate office. This Hamburg location is the one doing our couch repair. When I asked for an update on when the part would be in they just kept saying they will call me. Would not give a timeframe. Finally got it out of someone could up 10 weeks! So much for VCF being the one to do repairs for the first year. Will see if I get my money back for the table. I will never ever shop VCF again online or instore! Cheaply made furniture, no customer service, and would sooner lie to u...