Value City Furniture — Attraction in Lexington

Just so everyone is aware, do not buy furniture from Value City Furniture unless you want your property damaged and then receive disrespect from them not making it right. We purchased a new couch, loveseat, bed, mattress, adjustable frame and two nightstands from them. We paid for their 5 star delivery service that includes delivery and setup. The couch and loveseat were delivered a couple weeks ago; however, when two items were delivered the delivery guys damaged our brand new front door. For those that know me, you know we have spent the last year building our custom home. I searched through many doors before finding the perfect door and then having it stained to match our wood stairs and floors. To say I was upset when these delivery guys took a chunk out of the side of it is an understatement! They did not even apologize! The comment received after asking about it was “we should have made you sign a waiver before we brought it in”. All they cared about was getting out of there as the very first thing they said to my husband when they arrived was that we were their last delivery of the day. I immediately contacted Value City to file a claim. It took them 5 days and me calling back 3 times for the delivery manager to finally call me and even then it was just to confirm my contact information for paperwork. A few days later their intake specialist contacted me for info and I provided details on what happened along with pictures. A few days after that a claims specialist was assigned and worked my claim. Value City, along with the company they use for deliveries, UST, offered us $327 to fix our front door. This door cost over $2,500 plus the cost of staining and install. I sent them estimates on what it would cost to replace as it is not our fault the door was damaged and it was brand new (ie, no depreciation). There should be no question the company should replace the door. I did also receive a quote from someone on how much it would be to fix it; however, they stated it would not be perfectly matched and would need repaired again in a few years due to wear and tear and weather. That quote was $600, almost double the offer Value City had the audacity to offer us. Despite me sending all this information to the claims specialist, the offer did not change and we were told that was their final offer. I feel absolutely disrespected as a customer! Value City should own up to their mistake and pay for it. We will not be accepting this offer and will be contacting the Commonwealth of Kentucky’s Office of the Attorney General and then the next step will be to take them to small claims court. Oh, and we’ll be canceling the remaining furniture order as it has not arrived and I want nothing to do with a business that treats its customers like this. Not to mention who knows what else they’d damage when delivering it. So all buyers beware!!! Do not buy from this store!!! And definitely do NOT let them deliver any furniture...

Walked in, decided I was going to purchase a sectional. Walked around for about 30 mins before anyone acknowledged me. Found a woman sitting on one of the couches with her phone plugged into the wall behind the couch just scrolling along without a care in the world. I assumed that it had to be an employee. After standing in front of her for another minute or two, she FINALLY noticed me, and begins asking if I need help.

I inform her that I'd like to purchase a sectional, and begin asking questions about options. I ask about delivery costs first. (I had a rough idea what they would be, but coming from sales myself at one point, I like to get a guage of the integrity the salesperson has. She informs me that there is only one delivery option. Nearly $200, for them to deliver it less than 1.5 miles away.

There are in fact 3 options. Doorstep, room selection, and fully assembled in the room of your choice. All have varying prices. 2 of those options were significantly cheaper. Lies of omission are still lies. 🤔

She asked if I'd be financing. I was curious how the process worked, but was also prepared to pay upfront. I asked whether it was a soft pull or hard pull for the credit application. She assured it was a soft pull. Surprise....I get an email alert on my phone that my credit score has dropped 3 points the moment she puts my information into the computer.

At this point, I am beyond fed up, so I confront her about the credit drop and why she lied to me about the credit process. She then sticks to her guns and tells me that she has worked in finance for 20 years. Then proceeds to explain to me that a soft pull only drops your credit by 2-3 points, but a hard pull affects it to a greater degree. She has no idea what she's talking about. She got caught in every single lie and panicked.

As soon as she realized that I wasn't falling for any of her poor attempts to defend her actions, she turns on the tears as soon as I request a manager.

What a nightmare. Would have preferred being ignored rather than be lied to for another 30 minutes and having it affect my credit score.

Walked out without buying. Will not be back. Management offered no solutions, and tried defending the woman as "One of their best salespeople. "

I asked for the paperwork I filled out so that they will not have a physical record of the inquiry, and will be disputing it with the credit agencies.

Don't step foot in this location without the item you want pulled up on your phone, and do LOTS of research before going. Typical sleezy sales tactics. There's a reason I got out of...

We bought a couch in March 5. Delivery came early on April 15. Couch broke (as in all electrical just stopped) on April 28. Called the store and advised they would send a tech the following Friday. On May 6, no tech arrived and we were told the store elected to order the parts for the couch instead of coming out. I was assured by the manager the parts would arrive in 1-2 weeks. They offered to replace the couch but said the next couch would not arrive until August so the parts were the better options.

On day 15 which was May 22, I called back. At that time, I was advised the parts could take 10-12 weeks to arrive, not 1-2 weeks. After 45 minutes, national customer service rep Ima and Jeff (store manager) said they would replace the couch with something in stock but I would have to go back to the store and pick something.

I live over an hour away, already had plans, but figured I should act fast to get a working couch. So, I went to the store today and was shown three couch that roughly replace the couch. We picked one and were then advised that we owed $600+ for the difference in the price.

They also said that the warranty we bought with couch #1 would not transfer to couch #2 nor would be refunded bc we were essentially using the warranty to buy couch #2. Anyway, that is when I lost it. I refused to pay to fix a problem with a two-week-old couch and leave with a second couch (from the same manufacturer as couch #1) and have to buy a second warranty.

On the phone, I was advised that no refund could be issued and no manager would get in the phone with me. (🐔) Today when I refused to pay more, the store manager finally agreed to a refund. To be fair, he did offer an additional 5٪ off the couch, which was approximately $100 off. The total still came out to $600+ without tax or 2nd warranty. We went about a mile down the street and bought another couch. The refund however has not been received bc they have to come pick up the couch first.

So, if you re still reading this, please know these things:

1. All the couches at VCF have the same manufacturer from what I could tell.
2. Electrical issues appear common.
3. Take notes and names of events bc the stores really do not care once you swipe your card. And the national customer service center is a ridiculous cycle of being out on hold while the reps go talk to other people - who refuse to get on the phone.

Lastly, the customer service after the purchase is horrible....