VNTG Home — Local services in Cleveland

I honestly wish that I better things to say about VNTG Home because they do provide a wonderful service. I’ve been shopping at VNTG Home since they opened in 2017, so when I needed to recover a few pieces of furniture last summer, I didn’t even consider going anywhere else. The team that recovers and does the reupholstery and the delivery team do an amazing job. However, in my most recent experience, due to the severe lack of customer service, the process has left me tired, angry and frustrated. I did have a very nice consultation back in late August to have four dining chairs, two sofas and two armchairs chairs redone. I included a third, smaller chair I saw while I was there too, that I ordered new uhpolstery fabric for through them. I decided to start off with the two arm chairs (because I already had my own fabric for those) and the smaller one I saw in the showroom. A few days later, on August 26th, when I paid to have those three chairs redone, I was informed that because I did in-fact provide my own fabric for two of them, those two would be ready in about two weeks. (The third chair would take a little longer because they would have to wait until they received the fabric) Great! Only…that isn’t what happened. I didn’t receive those two chairs until October 30th. (There was actually a hard lump of glue left behind on the sides of one chair but, whatever…I was so disgusted that I didn't even care to mention it.) Over the course of those next two months, I was ping-ponged around through four different people. Now, I’m pretty flexible. I'm not an inpatient or unreasonable person. I fully understand that things happen. The pandemic has certainly effected everything, and as a result, things are taking much longer to do than they normally would. I get that. I’m not at all angry at that. I'm not upset about the timeframe. It's not what happened, but rather, how it happened that makes me frustrated. What I am angry about is the blatant, disrespectful lack and disregard for customer service and communication. Ignoring emails, text messages and voice mails is simply not okay, especially when a client is entrusting a business with a 2400 dollar project. I don’t know where the break down in communication is happening but no one ever bothered to call me to give any updates on my order and when I would attempt to reach them, I could never seem to get anyone straight away. Once I finally ever had a chance to actually speak to someone, after hounding them down, they'd have the audacity to always make me feel as if I was bothering THEM. I constantly got the run-around. If you honestly don't know when something will be done, simply say that. I can accept an answer like that that. It was always going to be done the next week and the next week. In fact, get this, no one even called to tell me they were done! I actually didn’t know those two armchairs chairs were completed until I decided to just drop by the showroom one day. While I was there, I also earned that the reupholstery process for third chair hadn’t even been started yet because, for whatever reason, (drumroll) they didn’t know what kind of fabric I ordered for it. TWO MONTHS HAVE ALREADY PASSED AND THEY STILL DIDN'T KNOW WHAT KIND OF FABRIC I ORDERED?!! Again, why didn’t anyone just call me?! I was able to show someone what fabric I ordered in less than five minutes! What a huge waste of time! I’m actually still waiting for that third chair, too. It was supposed to be done the week of Christmas, but uh...as you can see it’s January 10th. I'm not even excited about it anymore. I just want the process to be over. Whenever I do finally receive it, that’ll certainly be the last thing I ever get from VNTG Home. I’m completely done. I'm having my sofas and dining chairs redone...

I've used their consignment services on 2 different occasions. The first time everything went pretty smooth. My merchandise was sold but I only got an update on the item sales after calling in to check because I hadn't heard anything back.

The next time I used them was unsatisfactory. I never heard anything back about if my items sold. I finally called them to find out what was going on. The girl who answered the phone couldn't give me any other information except to tell me that only one item was still there. No info on when or where other items were sold. I just don't like that.

Part of working with consignment to me is sharing in the monetary sale for your items. I'm just angry that they can't even show me what happened to the items, when or...

I sold my furniture through VNTG almost two months ago and I still have no received my check from them. I call them AT LEAST once a week to get some kind of information on what is happening and I can not get a call back to save my life. Avoid this store at all cost they will sell your furniture and not give you your share of the profit. They are understaffed and have horrible customer service.

Update: Still waiting on payment. Today I have sent the requested information which was all located on the VNTG website. I am uncertain why someone at the store could not locate my account. Let's see how long it takes to receive payment.

Update: still waiting for payment. You have got to be kidding me!!!

Update: still...