Value City Furniture — Local services in Bailey's Crossroads

Wow, shocked by the rating honestly, since my experience with this this store nowhere to hit 5 stars. I guess its all wonderful until you run into a problem and you need to get it resolved. Here is my story. We bought a couch set for 3G. In a first week on 1 side usb module broke down. My hb blamed everyone for it while we were clueless. We didn’t do it. A month later 1 recliner stopped working wide open, wouldn’t close back. At the time my hb started to see that this is a poor design and manufacture. 3 months passed the fabric became very loose on 1 seat. We hardly sitting on a couch, we too busy for it its more for guests or decoration . In 3 months this couch looked worst than my old 1 in 5 years, under 2 small children. Not to mention the no matter how much protective spray was applied, didn’t protect the white color at all. There is a slight grayish tone to it . Finally we called them for warranty. In this store these peoples wont pick up for option #3 for repairs. Like at all!!! I had to call corporate to be able to get in touch with them. Took near 2 weeks even so. They scheduled after all torture an appointment, made me sit here all day waiting and noone came or called even. I am about to loose my mind at this time. Got in touch w them near a week later, no attempt been made by Value City to contact me about it. A week later they schedule an other appointment and they clearly telling me the service man didn’t showed up and got fired since then. Even if so you cant tell this to any of your client, its a bad representation, noone needs to know your company’s inside drama, challenges. Its not a valid excuse to give to anyone. You should have back up for this type of situations, you must have a “ rescue plan” this can happen any day. This is a large corporation, with not low budget prices. To handle this situation as been handled so far is mind blowing. Seeing the rating on google even more. Because i cant see it anywhere in customer service or the quality of the product. Its very poor quality all together when you have this many problem in just 6 months. Imagine if we actually would have used it daily like tv watcher people. Would prolly would look like a dog bed. I know 3G don’t get you the best of the best but should get you more than bunch of headache. After all with warranty we pay monthly , they offered me repair first. I just laughed because i know this isn’t repairable and its only showing hoe much the person on the other end of the line don’t wanna help me. So i called back in a different time, they told me they will exchange it. For the same crap!!!!!’ My husband was handling this situation until NOW! But here the issue, i been calling and calling every day for a week, all day and none of these peoples willing to pick up the phone, AGAIN! Back to step 1. I think it’s absolutely unacceptable that Value City Furniture feel like they allowed to occupy my mind every day for the past weeks and this is should be disclosed in you fine print too where you hid all the other bs. Quiet frankly i do not want an other set of this crap. If i return something because I’m not satisfied with its quality , I’m not dumb enough to get an other from the very same. Period. And they must be out of their mind thinking I want to take an other set of disappointment!!! This is ridicules! I don’t expect a refund and i have no problem to spend it again in your store for an other couch but cmon man, you got to be crazy to think I am going to settle for that!!!! Pick up your phone in business hours, how about that!!!!????? Sales department got no issue piking up at 1st ring but warranty/ repair taking weeks, seriously ???? Your company is in lack of good morals if this is the type of business you doing. You shouldn’t be in business. I want a better couch a better design because no matter how many i will get the problem will be the same. The fabric is just a pure wrong choice for a couch, period. Why waste an other set of it that will be returned just like this before you will give me an...

The level of service I received here is some of the worst I have ever seen at any business. I purchased a new couch here with delivery scheduled at my home. When the couch arrived, it turned out that the salesperson had entered the wrong color, so we refused delivery for the incorrect couch. It took them a week to schedule sending us the correct couch. On the day of the second scheduled delivery, one of us was present at home all day, but they never came. The store left a voice mail message claiming that the delivery people were waiting for us at the "loading dock" of our building. This claim perplexed me, since our building literally does not have a "loading dock" or anything that resembles it. When I called to complain about this second error, I was told that the earliest they could even schedule for redelivery would be another four days. At no point, on either occasion, did anyone apologize for the errors of ValueCity's employees. I would never recommend buying furniture here if you have to rely on them to deliver it to you.

Update (10/6/18): We did get the couch on the third delivery. Well, most of the couch anyway -- it is missing one of the three back cushions. It's worth noting that that's not an error caused by the people handling delivery -- the entirety of the couch came in a plastic wrapper that was missing a cushion, so there was nothing they could do to fix it at that point. Instead, they said we'd have to wait on another cushion to be brought to us. VCF won't ship us a cushion -- we have to have someone physically present to accept delivery, which is obviously wonderfully convenient.

I really can't emphasize strongly enough how horrendous the experience of trying to buy furniture from VCF has been. By the time we get the last cushion (supposing they actually get that right on the first try), it will have taken over a month from the time of purchase to actually having the full couch.

Update (10/13/18): VCF did not deliver the cushion today, despite promising to. They didn't put it on the truck. At least they agreed to ship it this time. If there is a way to disappoint, VCF seems committed to finding it. Don't shop here unless you are okay potentially getting your furniture over a month late.

Update (1/3/19): I successfully completed a chargeback against VCF for the cost of this payment. VCF never shipped the cushion and ceased responding. I'll just reiterate my opinion that this is not a place worth doing business with, but if you do buy something here, make sure you use a credit card so you can start a chargeback if VCF's customer service treats you as poorly as they treated me.

Update (5/12/19): After calling and speaking with VCF's corporate customer service on April 27, they assured me that they had reached out to the store and that I would receive the cushion in "three to five business days." Ten business days later, the cushion had not arrived. I called VCF's customer service again, and was told that while they could confirm that the cushion was supposed to be shipped after the communication on April 27, they could not confirm whether it ever had been shipped. I remain unimpressed by the customer service I have...

Update: Lydia has been wonderful through this very difficult experience with actually getting our furniture and figuring out the financing, but we've had a very challenging time resolving multiple delays and cancelled deliveries as well as incorrect monthly pricing on our order. Originally, we were supposed to receive our dining table and chairs a week after we ordered them. The table came, but no chairs. They said they never made it to the warehouse. So, for Thanksgiving we had our old chairs with the new table. Then, it took two weeks later to finally get the chairs after another cancellation on delivery because they still had not arrived to the warehouse. Finally, we received our chairs but our entertainment center first was damaged and had to be returned and now we continue to be told it hasn't made it to the warehouse. I don't know who keeps cancelling and rescheduling deliveries, but shouldn't they have an idea of when items will be delivered to the warehouse so they can schedule a delivery before continuously cancelling on us over and over again? Then, we received our first statement. When we were finishing up the financing in store, we were quoted roughly $95 a month for 60 months no interest. Well, our first statement came and it's almost $200! Very different from what we had discussed in store with the finance department. Not sure how we are so far off and this is well outside our discussed budget. Hoping someone will call us back about these issues as we are now missing out on having our complete dining and living set for both Thanksgiving and Christmas which we are hosting when we ordered well in advance to have both before all the holidays. We had a great experience in store and now with delays, cancellations, and significant pricing changes, I am half tempted to cancel the entertainment stand and finish paying the dining set to be done with this experience completely.

Lydia is extremely helpful and makes clients a priority! So glad we've been able to work with her. Lydia was absolutely exceptional at helping my wife and I find the table we needed to host family for the holidays and a matching entertainment center with fireplace to make our home cozy and welcoming. She went through all of the configurations available, took the time to price everything out, and made sure our financing and shipping was just right for our budget. Lydia is extremely attentive and efficient, can’t wait to connect with her on our...