Value City Furniture — Attraction in Louisville

I recently ordered two couches from Value City on May 10, 2024, and wanted to share my experience. First and foremost, I want to commend my outstanding salesman, Jimmy Caldwell, at the Preston Hwy office. He provided amazing service and made the purchasing process smooth and enjoyable.

However, I encountered a series of challenges during the delivery process that turned my experience into a nightmare. Despite having my delivery scheduled for Friday, June 7, I was shocked to discover on June 6 that my delivery had been rescheduled to June 21 without any prior communication. When I contacted Value City to inquire about this sudden change, I was told that Hannah, supposedly the store manager, had made the alteration. I was left confused and frustrated as to why this occurred.

To my dismay, I never received any notification or update from the office regarding the rescheduled delivery date. It wasn't until June 18 that Value City reached out to confirm my delivery date and informed me that I would receive a text and email the following day with the delivery time window. On the specified day, I received a message stating that the delivery window would be between 5:30-8:30pm on June 21. I confirmed my availability accordingly.

To my surprise, the next morning, I received a text stating that my furniture would be delivered between 11:45am-2:45pm. This sudden change in the delivery time caught me off guard, as I had planned my day around the initial time window. Nevertheless, I adjusted my schedule and began preparing my house for the delivery, starting at 10:30am.

Just when I thought everything was sorted, I received another text at 10am stating that my delivery would arrive in 20 minutes. This inconsistency in delivery times was highly frustrating and caused unnecessary stress. Adding insult to injury, when the delivery finally arrived, I discovered that only one couch had been delivered. To make matters worse, the delivered couch was not properly wrapped or cleaned, requiring me to spend additional time and effort to remove debris.

Upon discovering this discrepancy, I immediately contacted Value City to address the issue. They connected me with a manager who attempted to find out what went wrong. To my disappointment, I was informed that the second couch would not be delivered until July 31st. This news left me feeling extremely disappointed and let down.

What aggravates the situation further is that I had opted for Value City's white glove delivery service specifically to avoid any inconvenience. Regrettably, this experience has been far from satisfactory and has left me questioning the quality of service provided.

The overarching issue throughout this entire process has been the severe lack of communication and coordination. The constant changes in delivery dates and times, the confusion surrounding Hannah's involvement, and the delivery of only one couch have greatly soured my experience with Value City.

Overall, I must express my deep disappointment with the way this situation has been handled. The lack of effective communication and poor coordination have made this entire experience extremely frustrating and inconvenient. I sincerely hope that Value City takes this feedback into consideration and works towards improving their delivery process to prevent others from encountering similar issues...

Please don’t buy anything from this Value City Furniture store. Their customer service is horrible.

I purchased a dining table and they delivered it after two months on 5/26. After a week I realize table is defective so I call the customer care and they said some one will visit my place after two week 6/22 but no one came. After waiting a long time I called them again and customer care gave an email to send me complaint. I did but nobody called me or reply me back. In July I visited the store again but no response then I called again at same customer care couple of and each time I have to explain full story to new person. Then one day (8/19) I got a call, luckiest day of my life, and she told me that I have to go to store to reselect the furniture and told me she will call me back in 10 mins to confirm the process but guess what she never called me back. So after waiting 7 days I called customer care again and first she said she didn’t see any note under my account but later she agreed with me (After I explained full story to her again), She said the furniture I bought has been discontinued and I have to select another one to fulfill my reselect.

Now here comes the great customer experience after selecting different dining set I asked them to give me a handsome discount because the price difference was double and and Manager told me that they can’t give me discount and their boss’D’ will call me but surprised me no one called after 7 days I called again and spoke to manager and she said they were busy, god knows where, and will give me call next day but again no one called. Today, I called again and their behavior was very rude to me, they said you already used the furniture 7 months and when I said it was delivered on 5/26 they ok 5 months god knows how they do the calculations. I corrected them it not my fault since I called immediately I see the damage which is after 7 days and they said show them the proof that I called. They gave me two choices either I upgrade and pay 1000+ to get a new dining set or they will cut 15% restocking fee and return the rest of money on my damaged one.

One thing I know about value city if they say someone will call you back pls don’t expect and also record all the calls to them because one day they can asked to show the proof that you called.

I could have give less than 0 rating but google...

New furniture had to be delivered a few times. Mirror brand new was undeliverable twice due to being broken every delivery attempt.

It took a couple months to get that instock item because of carelessness I’m assuming.

New dresser, delivery crew dropped into the freshly painted hallway and it dinged up the dresser and the wall so I had to send back and took pictures. That took 3 deliveries to finally get, they came new but chipped up bad other than the one the dropped on the first attempt.

Th third delivery attempt it got scratched up during delivery so Value City had to send out a repair for a brand new delivery the delivery crew scraped up. Repair guy game out for the dresser.

Then the…. Brand new night stand that came with the set delivered a nightstand 3 times the charging port didn’t work on none , so the third attempt to that, I kept the night stand and they suppose to supply a part that I never received it’s been since July of this nightmare furniture and it is now November about to be Thanksgiving, still no part to this….

BOBs furniture and Heathers furniture ( in Louisville Ky) has some nice sets cheaper and I could have went there but I had already been in this nightmare before I looked elsewhere

I only kept the furniture because it’s nice furniture purchased from the wrong company but it will boost my credit score, I pay zero interest and I Love my bank the card is through! I have several cards through Them and once I pay this, I can get any card through them they always approve me because of my credit worthiness. I also purchased my kids furniture with my nightmare furniture they only had to replace her nightstand to her set because it was a long deep scratch on hers! Her replacement was quick and smooth. They gave me a few credits on my furniture, nothing to be thrilled bout considering all the mess. Look other places and make sure you always check charging ports on your furniture. I don’t plan on receiving the charging ports because they are pissed about the furniture they supplied me with… Like how?! Does that make sense…

I’m glad I looked elsewhere for the living room and dinning set! Once I experienced this, I knew not to purchase anything else from here. Just sharing my nightmare but I’m blessed to have had this experience to not have another one here. I shopped at the Dixie highway Valley station area...