Value City Furniture — Attraction in Monroeville

Our experience with value city furniture started out wonderful, fast forward about 10 months and I now have a hard time recommending their products to anyone. We spent close to $3,000 on furniture there in June 2021. Our couches and mirror came relatively quickly considering the back order of furniture. We ordered an L shaped sectional that came in 2 pieces as well as an oversized chair (similar to a loveseat) Upon delivery, part of the sectional was damaged. I immediately called the store and they had it replaced within a week, super great. Within 9 months of using the couch we noticed how incredibly sunken in the one side of the couch was. It’s impossible to stand up from it because it’s so deteriorated. The other side of the sectional is still so firm and comfortable to sit on. I called and asked to speak to someone regarding the couch, a claim was put in and I was told I would get a call within 48 hours. 3 days go by and I call back as I have not heard anything. They apologized and said give it another 48 hours. Still no call. I call back a couple days later, they put me on hold and told me they have to call me back. I never get a call back that day. I still remain very calm and understanding. I call back and they again apologize and say they resubmitted the claim. A technician comes out to my house a week later. He states he can clearly see what I’m referring to and looks over the couch, doesn’t do anything more other than flipping it over to check the springs and base. He says I should hear from them soon and that the cushion needs replaced. A week goes by & I call, as I never heard from anyone. When I get in touch with someone at the store they said the issue is considered resolved and the technician either found nothing wrong or he fixed the problem. At this point I am so frustrated and dumbfounded. I told whomever was assisting me that was the furthest thing from the truth, I can submit pictures! My couch is embarrassing. I’m embarrassed to have anyone in my living room. I was told I would get a call back, it’s been over 2 weeks and I haven’t heard a thing. It’s a shame I have placed over 15 phone calls to the store in the last 2 months and I still have no resolution to my embarrassing, sunken in couch. I’m not one to complain but I’m not sure what else to do at this point. I truly just wanted my cushion replaced as it had a one year warranty and we PAID for an...

The communication from this store was horrendous. I don't see many bad reviews for some reason but employees told me they're extremely overwhelmed with delayed furniture and pushed back 60 customer's orders just in the one day I was in communication with them. This is all due to a "new distribution system" the company has "too much money in to back out of now." The frustration finally got to the point of totally cancelling our order after weeks of delays and lies. We purchased the couch a month before our planned delivery. The evening before our planned delivery that was stated on our receipt, I gave the store a call because NOBODY HAD REACHED OUT to schedule a time slot or give me any information whatsoever. When I called, I was informed that my furniture had not arrived from the warehouse and would be delayed. This blows my mind considering the merchandise was "available now" at the time of purchase a month ago. On that call, we scheduled for the following Thursday. Got the freight elevator reserved, took off work, no delivery. Called them Wednesday evening (again, no one had reached out to me so I had to be the one to call them), the couch had not arrived yet. Finally spoke to someone on the phone (I think his name was Todd) that was knowledgable and understanding of the frustration. From how I understood it, they just open the back of the truck every day and see if they got the furniture they should have (and mine was M.I.A). Todd helped me schedule delivery for the following Tuesday for 3 out of the 4 pieces of my couch because at this point I just needed somewhere to sit. On Tuesday afternoon, I REACHED OUT TO THEM (BECAUSE AGAIN, NO COMMUNICATION) and the order had been set to pick-up by someone in the store, so they had no delivery scheduled. I explained my frustration, the lack of communication, and my feelings that no one had done anything to be empathetic or attempt to make anything right. This manager was not the slightest bit concerned about my problems so I cancelled the order out of frustration. Value city furniture should not be continuing to sell furniture with hundreds of customers waiting on orders from months ago. This "new distribution system" is a major flaw and I hope others explained their...

Bought a sectional around a year and a half ago. The couch lasted about 3 months before the seams on 3 cushions started to split. Notified value city and a repair person was dispatched within a week. The repair person ordered new cushions, but before they arrived EVERY other cushion started to split at the seams. I called and took photos and management authorized us to choose a new couch. We chose a couch that was more expensive, so we paid the difference. We were advised that the new couch would take around 4 months to arrive, and they would pickup the old couch when they deliver the new. To make a long story short, it's been nearly a year since we ordered the other couch. I've had 8 different pairs of phone calls updating me on the status of the order. First, it's ready for delivery. Then they call back telling me that they haven't even received the couch yet. This happened EIGHT SEPARATE TIMES over the course of the past year. They have no idea where the new couch is, we are stuck with an unusable couch in the meantime, and we are paying additional money every month for absolutely nothing. I can't help but laugh at how incompetent the company as a whole is. At this point, I'm paying for an item I did not receive, I'm stuck with a couch that fell apart, and I did not receive the items promised in ANYWHERE NEAR the time promised. I confirmed that I have grounds for a legitimate lawsuit, but I'm going to give someone the chance to figure it out first. Don't custom order anything from Value city. It's all ordered from overseas and they can't track the items. Good luck to anyone that's ever bought from...