Value City Furniture — Attraction in Utica

I am incredibly disappointed in the customer service of this establishment. Never have I been given the run around quite this egregiously. I originally visited the Sterling Heights location and chose a sectional. The team was unable to process my order due to computer issues but assured me that if I placed the order by the end of the week, I would be eligible for delivery the following Wednesday. I placed the order on Nov.17, 2024 around 3pm at the Utica location. On black Friday I added a dining table to the order and the manager of the Utica store stated that it would be delivered together. I was told that my couch and table would arrive Dec. 4 between the hours of 11:30-2:30. I responded to emails, texts and phone calls confirming time and date. I had to contact the company at 4:30 pm to find out that the truck had broken down and would not be able to deliver. When I inquired when the delivery would arrive, I was told that they were delivering Monday, December 9th. I again responded to the confirmations. Monday came and NO DELIVERY. I contacted the company again and was left on hold for very long periods of time. I then became very frustrated and went directly to the Utica location to demand answers. The lovely Ms. Carolyn tried her very best to find out the problem and was able to get my items located. The Manager Ed then personally scheduled and confirmed my delivery for Wednesday, Dec.11 between the hours of 1:30-4:00pm. I confirmed the delivery again. I was told that now the table would be delayed until January 11th. Very upset that within a week my table was now missing. Again I took time off of work and waited for the arrival. At 4 pm I contacted the company again because the delivery NEVER CAME! I was transferred and hung up on several times. I spoke with multiple people who assured me that they didn't even have my furniture in stock or have it scheduled for delivery. By this time I was extremely mad and contacted the Utica store again. I spoke with Ed. He was sympathetic to my very frustrated rants and was trying to contact the people in charge to ensure that this would be resolved asap. The warehouse manager promised that the couch was on a delivery for Friday morning 12/13 between 11:30-2:30. I promptly confirmed AGAIN, the delivery through every avenue that they sent. I spoke directly to the managers to ensure that all was properly taken care of. NOW, Friday morning 10:30am, I receive a call from a girl in the logistics dept. to confirm my delivery for Wed. 12/18. To say that I am mad is a gross understatement. She transferred me to someone who assured me that they in fact do not even have my furniture. EXCUSE ME! I was then transferred to Javon, he claims that he has personally spoken to the Delivery manager Chris at 11:40am and that both my couch and table are being put in to the lane and on a truck for delivery on Saturday 12/14. I have also contacted Carolyn at the Utica location who said that in her computer it was showing that the couch was still scheduled for delivery today. However in the details the couch was not listed on the deliveries. She contacted Chris herself and was able to confirm that he in fact DID say that the delivery was ready for tomorrow. Javon and Carolyn and Ed have been instrumental in trying to resolve this issue. HOWEVER, I am still without my furniture. I have asked for concrete proof that the items are on a truck and being delivered tomorrow. I am not able to afford to miss these 4 days of income for a couch and table. I am now at a financial deficit for Christmas. I would like to know how Value City will correct this horrible situation. How am I going to explain to my 4 kids that I chose to battle for a couch and table and now Christmas will be nearly cancelled and we may not have furniture either. I am hurt, disappointed,...

We came in looking for furniture. The company is overall great and we love our major purchases over the years. It's the people in this store that you need to be careful of. Every time we came in to buy furniture, we were self informed beforehand. We researched reviews of the furniture, read the product description, and even looked up the manufacturer warranty by emailing and asking questions.

When we arrived in the store, we were ready to talk about a good fit for your family room. We were lied to about so many things by the sales person. Here are some of the lies - the warranty can't be added after our purchase if we need more time to think about it. You can - it's 2 days. They guess at the fabric of the sofa. They guess at how to clean and take care of the fabric. They guess at the manufacturer 1 year warranty terms and conditions. THEY FORCE YOU TO RUN YOUR CREDIT to finance the purchase. It's sleazy and cheap desperate behavior. Stop it man. Just out here saying anything and making no sense.

There is one sales person Eda - we saw her getting yelled at by a customer over the weekend. Yikes - I see why. She ended up talking to us about our purchase and the lies started. She insisted we open a credit card and that there is no harm. This person doesn't have financial education and they need to stop lying to people about what happens when you're irresponsible with credit. I must have said 20 times that I have a budget and I don't want to open a card. We didn't say we couldn't pay for our stuff. BUDGET. "So what, who cares, just do it". That's messed up. Run from this person.

When we finally got a quote so we could get out of there and calm our headaches, I saw the quote and she shorted us 5% on the sale. It is advertised as 15% off and she put 10%. Unreal.

Another salesperson who I won't name because they weren't as much of a serpent as Eda (but still bad) -- doesn't know the product or services. Let's talk about the warranty and pet policy. We bought a sofa last year and got the warranty. We have pets. This person ensured over and over that pet damage was included. Luckily, I called the warranty company and pet damage is not included. I came in promptly to return the warranty. We always come in with full information on what we are getting because this salesperson doesn't have a clue what's on the floor or the features of the product. We mentioned a set that had terrible reviews on VCF's website and this person simply pretended they don't exist. How do you do that? Be for real. You know their answer? Oh the sofas were reintroduced and these are a new model on the floor now. Oh boy. Really?

It's hard not to feel nauseous and ticked off when sales people lie this hard. Yuck. Anyway, go in informed like we do, and the vultures can't take advantage of you. Read everything and ask questions. Don't randomly open credit cards "just to see...

This place does not even deserve one star, if I could rate zero I would. I purchased a bedroom set that cost over $6,000. The first delivery, the delivery men refused to take their shoes off or wear shoe covers after I just got brand new carpet put in. They stated it was “company policy” and they had to wear shoes. I came back to the store and the salesperson called and handled the situation. When trying for a second delivery, I was brought broken furniture, specifically a cracked headboard and broken pieces on the dresser. Aside from that, the drivers were complaining how heavy the set was and they needed help and didn’t want to deliver this furniture alone. They proceeded to leave pieces of furniture outside in the rain. When addressed about the broken headboard, they said they were taking the whole thing back, even though I told them I would keep the unbroken pieces and wait for replacements for the others. Again, we came back to the store to address the issue. The manager Karl was unprofessional on many levels and anything but friendly. He has such an attitude and knows nothing about customer service. All he could do is make excuses for their low quality furniture and low quality employees. He convinced us to let them try again for a third time and we agreed, hoping for a better experience. On the third delivery, the delivery men that came told us how they just took the furniture off the old truck that was originally brought to the house and brought the same set as the first time with the same broken furniture. When we came back to the store, the manager Karl again very rudely approached us, stating with an attitude trying to blame the situation on us. When we showed him pictures of the damaged furniture he stated “that’s the nature of the wood.” He also argued when we told him the third delivery drivers warned us that this was the same set as previously delivered and stated “it doesn’t matter what the drivers say.” Karl then proceeded to make us wait two hours while he “figured out the issue.” He had no remorse and was very argumentative and rude about the entire situation. He expected us to pay $6,000 for a damaged furniture set and thinks this is acceptable. He charged us a delivery fee for furniture that was NEVER DELIVERED!! I highly recommend shopping elsewhere for furniture and avoid this scamming company that has the WORST manager you can ever deal with. There were also multiple other people in the store on the different days we went also complaining of similar issues. TAKE YOUR MONEY...