Value City Furniture — Local services in Cuyahoga Falls

Update 12/30/23

I didn’t think it could get worse but it did.

After thinking about it we decided to return the majorly damaged leather couch. The repairs were gonna cost way more that the $200 they offered us for the damages they did. We went in and and they had us pick something else out to equal the price of the first couch so the worker didn’t lose the commission. We didn’t want either bc the person who helped us pick out our furniture was great.

They were having a huge sale so we got a small couch, a chair and a lamp. Mind you by this time is already 2-3 months after we placed our first order.

We got a few things but then they called to let us know the lamp wasn’t available at the moment so we had to wait…. Months pass by. We never heard from them again. Finally we called to see where the lamp was in November. We got a huge spider armed lamp. A $200 lamp my husband was super excited about… they told us they would let us know when it came in so they could deliver it.

Finally at the end of November they told us to come pick it up… in canton…. 45 minutes from our home.

I paid for delivery and had to to pick it up.

So we did. After all this, we were over it and just wanted the lamp. We went and got it and finally took it out of the box tonight to put it together after being busy with the holidays and it’s broken. The one thing my husband was looking forward to after literally half a year of hell with this company, multiple items broken or damaged, some never delivered, almost zero communication, and 6 months of being late. This has been a nightmare. I’m so disappointed. We will try to get this fixed just as we have everything so far. But I would never purchase from here again.

UPDATE 7/14/23 I had such a wonderful experience in the store that’s why I’m leaving the 2 stars but they really messed up delivery.

We ordered a couch, coffee table and dining table. They said it couldn’t be delivered until 2 weeks after. Not a problem we had a party planned the weekend after it would be delivered perfect. They called to confirm delivery twice. Delivery would be-Friday between 1-4. My spouse and I work until 4 and our kids are on summer break so we had my sister go to the house at 12:50 to be there for the delivery. When she got there the kids were upset and there was a kitchen table. Nothing else. The delivery drivers delivered my stuff to kids at 12:30. A 12 and 9 year old. Our kids know to not answer the door but got worried bc they kept knocking and they saw and knew we were getting a delivery. They didn’t call and tell us they were early nor did they ever mention they didn’t have our couch or coffee table. My husband attempted to handle it but was also confused when on the phone.

When I called delivery they told me it was the store in Cuyahoga falls fault for not delivering our couch from their store to the canton store. I was dismissed and pushed off onto this store. And that they can’t deliver until next month! WHAT?! I paid for delivery and was told a time and you want me to wait over a month?! And you delivered to children?! How is that ok??? When I called this store they told me that it was the cantons delivery who was supposed to get the couch on Monday. They tried to help but we are not getting our couch or coffee table until at least another week. After our party. They refunded the delivery fee but like… you should bc you didn’t deliver it….. I’m seriously thinking about canceling our order because of this. We spent $3000 and still only have a table. I don’t think I would have shopped here if I would have known this would happen. I don’t want to blame this store but what delivery did was wrong and I feel like they should...

Edit: To be transparent, after leaving my initial review, the store manager contacted me to address my concerns. I really appreciated this, so much so that I went back to VCF a couple of weeks later and ended up purchasing a chair. They were busy at the time, but after assisting his other customers, Todd was able to help me. He was great, and very knowledgeable! My experience was much better than the first time I went. I’ll be back in the futurel.

Overall, our experience was a nice one. I’m moving to the area from Michigan for a job, and my mom and I came in for a bed set. As we were walking toward the door to enter, I could see a man sitting down at the front door eyeing my mom and I, like he was upset. When we entered the first set of doors, we noticed he was an employee (according to his Value City name tag/shirt). We walked in, and he just sat there, looked at us, then turned his head. He was a white guy with short/cropped blondish or brown and gray hair. That’s terrible customer service, especially toward people coming into your store! He didn’t have to help us, but he could’ve at least greeted us. He was the FIRST face we saw.

Thankfully, there was another young lady there who welcomed us—Denielle Harper. She asked us what we were looking for and we told her. I asked for her name and if we could come and find her once we found what we were looking for, and she agreed. She wasn’t pushy or overbearing at all, and she was easy to find once we decided what we were looking for. Denielle was also pretty knowledgeable on bed sets, mattresses, and the sofas/chairs we were looking at. Everything with Denielle went smoothly.

We were led to Mel at the register to complete our transaction. She was great! But there was an employee there who was very unprofessional. He came up behind us with a customer, and said as soon as Mel was finished, she’d help them. The customer behind us said she had to go to the bathroom, and the employee—white guy, long brown ponytail and a goatee—said, “Oh yeah, you’ve got plenty of time!” And laughed with the customer…as if we had been with Mel for a long period of time. We had literally just gotten to the register, and we were paying our money just like his customer was, regardless of how long he THOUGHT the transaction took. He also tried to hold a conversation with Mel while she was trying to assist my mom and I, which was very rude. He was trying to figure out how to transfer a phone call, and clearly did not comprehend Mel’s instructions. On the way out the store, the same employee who was sitting there when my mom and I arrived eyeballed us on the way out the store—again. There was another guy sitting there—white guy with glasses and very short black hair—who thanked us for coming in and told us to have a nice day. Overall, I feel my mom and I were pre-judged by a couple of the employees because we had our masks on. But who cares? Especially if you’re trying to make a sale! Bottom line, we were paying customers, regardless of our appearance. I guess Denielle was one of the few who understood that. 😊

(*Side Note: I’m only describing the employees in the way that I am because I didn’t get...

UPDATED REVIEW: Dylan was super helpful and answered all of our questions. What I said regarding Dylan as a sales associate still hold true. I am devastated by my recent experience with Value City and will likely never consider your store as an option for any future purchases. Please allow me to explain why I feel so strongly about this. To keep from being longwinded, I will call out key issues in my consumer experience in bullet points.

-Purchased the Chapman sofa on July 9 with an agreed-upon delivery date of July 30 to accommodate moving into a new house. I was told it was in stock and that would not be an issue. --We also paid for delivery/setup and added a warranty/protection plan. -The week before delivery – received a call stating 1 of 3 pieces was not in and delivery would be delayed until September 7. -Was informed that I would not receive a Synchrony bill until 45 days after purchase or until I received my sofa. The information was conflicting. -Later was informed that delivery would be pushed back yet again to September 17. -Had unknowingly received a bill for the couch and were charged a late fee – but we got the late fee waived and made the payment even though we did not have the sofa, nor had 45 days passed. -Was then told that instead of waiting for the final piece, they could deliver 2 out of 3 pieces on Friday, Aug. 16 – we agreed because I am pregnant and in a new house with no sofa to sit on. -On Friday, Aug. 16 we received 1 of the 2 pieces promised to us. -That piece was damaged with scratches, stains, punctures, etc. -On Friday, Aug. 16 – I went into the store and politely spoke with the manager, Laura. I showed pictures of the damage and shared what my experience had been up until this point. -Laura apologized, said she would refund my delivery/setup fee, and speak to her GM regarding what else they could do for us. -Laura called stating that it appeared all 3 pieces were now available, we could get them delivered on the following Wednesday on Aug. 21 and they would take away the first damaged piece we received. -On Wed. Aug. 21, the delivery crew showed up with all 3 pieces, except it was evident that this sofa had been pulled off a showroom floor before they had even brought it in the house. -It had more damage than the first piece. -It was not wrapped or in a box. -All the pieces were already assembled including the feet/pegs on the bottom of the couch and they even appeared worn. -I was never told that I would be receiving a floor model, nor was -I given any type of discount to account for that. -I requested that the delivery team keep that sofa and remove the piece from my house.

I do have pictures that support all my claims above. The Chapman leather couch is one of your “higher-end” items and is supposed to be a best seller. I expected a couch in mint condition and representative of the quality I paid for. With that said, I am requesting a full refund and canceling this order. I will be taking my business elsewhere...