Value City Furniture — Local services in Bel Air

UPDATED was a 5⭐️ review before delivery.

SALES EXPERIENCE ⭐️⭐️⭐️⭐️⭐️

Went to Value City after having been to Ashley Furniture and Macy’s Furniture and being underwhelmed.

I was pleasantly surprised when I went into VCF. Everything was clean and nicely organized. The show room was orderly and laid out nice and looked pristine.

I was greeted by Kevin, who was a gem to work with. He treated me kindly, listened to what I wanted and more importantly what I didn’t want. Hung out with me for 15-20 min while I tried out a chair to see if it would help or hinder my back. Explained all the amazing features that came with the chair - power recline, lumbar adjustment (super win!), head rest adjustment, HEAT AND MASSAGE. I’m thinking this chair must be $2000+. Got a great price for under $1000. Just a power recliner at Macy’s with no other bells and whistles was $1200.

He also helped me find a dresser, chest of drawers and night stands that work with our existing bed.

No pressure to purchase. No “if you leave I can’t promise anything….” No the website had an amazing price and it’s marked up in store but they will give to you at the website price.

Came back a few days later and purchased. Loved not having the pressure. Having the time to be sure all the pieces would fit in my space. Prices were still good and now I’m waiting for delivery.

DELIVERY EXPERIENCE ⭐️

DELIVERY ONE: 2 nightstands delivered. One chipped and returned. Other damaged glide rail. Told service would call same day to schedule service. 1 dresser delivered chip found afterward. 1 chest of drawers delivered. Fine. No one calls about rescheduling new nightstand or service. I call and say I want two nightstands and new dresser. VCF says sure. Sets it up. DELIVERY TWO: 1 night stand delivered. Should have been 2 plus the dresser. The nightstand had a massive hole in the back. Sent back. I have to call and get the two nightstands and dresser scheduled DELIVERY THREE: Dresser and a single nightstand show up. Replaced damaged pieces. I call and schedule final night stand for 11/21 11/20 call because I haven’t received confirmation of delivery time. Told delivery moved to 11/23. 11/22. No notice of delivery time for following day. Call 8:20pm. No one picks up. 11/23. Talked with manager Donald. The warehouse keeps trying to give us back our broken one. So they keep delaying it. Donald is refunding $219 delivery fee. New shipment coming Dec 9. Delivery scheduled Friday Dec 13. Donald should confirm a day or so before. DELIVERY 4 happened and thankfully was okay. Still waiting on recliner. Was originally December delivery. Then January. It kept getting pushed back until MAY. Donald had been straight forward with me and said something was happening and it kept getting pushed and offered to refund my money and cancel the order. I decided to keep the order open as I hadn’t been able to find anything similar anywhere else. DELIVERY 5. Recliner came almost 9 months after initial order. It was thankfully in working order with no damage.

Important to note 3:5 times the delivery GPS had them go to a driveway BEHIND my house (not my driveway) and the drivers refused to drive to my house and just blocked my neighbors while they loaded/unloaded.

OVERALL the sales experience was great. The customer service from manager was good. I was never talked down to. But there is a major disconnect between the delivery company and the store. My delivery experience will have me looking elsewhere...

Initially my experience was positive. The salesperson was helpful, and the furniture seemed like a good value. I ordered the Monte Carlo leather couch with an electric recliner in early December on a black friday extended sale. Unfortunately, the delivery was delayed multiple times, and I didn’t receive the couch until April 17.

The delivery itself was a disaster. During the process, the team spilled a large packet of desiccant across my family room floor. Instead of cleaning it, they walked over it, crushing the pellets into fine dust and leaving the mess behind. I have small children who play in that area, and I was deeply concerned about the potential health risks, as I didn’t know what the substance was or if there was an SDS for the chemical.

I contacted the store immediately and was told to send an email with photos, which I did. The next day, a manager called and assured me the substance was non-toxic, claiming it spills regularly at their warehouse and that it’s not a concern. However, I wasn’t offered any compensation or assistance, and I had to spend several days thoroughly cleaning my home myself.

To make matters worse, it’s now May, and the recliner motor has already failed and the couch no longer functions as intended. At this point, I’ve decided to return the product and request a full refund.

Based on my experience, I would not recommend Value City Furniture. While the staff in-store was pleasant, the delivery service was careless, the communication poor, and the product itself turned out to be unreliable. Management did not seem concerned that my house was left a mess which is unacceptable. Initially I let it go because i just wanted the furniture for my house and have grown accustomed to piss poor retail service being the norm. I strongly suggest shopping elsewhere.

Edited 5/31/25 I have revised this from 1 star to 3 stars. The sales team at the Bel Air store is great. The manager refunded the delivery fee and they had a repair person come out to fix the issue which was a cord that had become...

On 3/19 I came here and spoke with Sidney. He was friendly and took good care of us while we decided which couch, loveseat, and recliner we wanted for our living room. When we decided he said the delivery would be in 2 weeks for everything except the recliner. This was no issue for us and accepted and paid cash as opposed to financing. 2 weeks later our delivery truck is outside and we have cleared out our living room. They come and dropped a loveseat and said that is all they had today. Obviously disappointed we called and spoke with Renee who was the manager. She said that unfortunately the couch didn’t get delivered to the warehouse and it would be another 5 weeks before we would get it. I asked why didn’t anyone tell us and I was told it JUST happened this morning. At this point I asked what my options were and she said I could get a refund for everything. We decided however to wait for the couch. Fast forward to today we decided to check in and no one answers at the store so we did an online chat. We discovered NONE of our future deliveries are even scheduled. We were floored. Buyers beware here! They are great at helping you in store and taking your money but have yet to see an ounce of customer service/follow up outside of the store.

Once this review was posted I was immediately contacted by the store GM Jerry. He was apologetic and owned the mistake made by his team. He explained where the shortcomings were and how they would be addressed going forward. He was able to get our furniture delivered within a 2 week time frame and called 48 hours after to check the delivery went well and we...