Value City Furniture NJ — Local services in Fairfield

As a first time customer experiencing value city furniture I can tell you that I will never recommend your company to any of my friends or family. As a healthcare front line worker at a nursing home I understand the challenges COVID-19 has put on many businesses and human beings in general. I think I have been way more than patient waiting for the delivery of my sofa and my two chairs. I have had to takeoff work twice to have these separate deliveries happen. From the gecko I was promised that these would be delivered earlier but I will let it slide that COVID-19 has impacted your shipping.

During our time waiting for our furniture I called to inquire where it was. I was told one story by Charles our Sales Manager, another story by the person I spoke with on the phone, and if my husband called he was told another story. Nothing added up. One person would say that it was in warehouse. One person would say it’s back ordered. And one person would say it’s not even in the system.

I received a voicemail on Sunday, April 11, 2021. Stating that my last chair will be delivered on Wednesday, April 14, 2021. My husband, called and spoke with a gentleman on the phone. It was scheduled that the delivery would be in the afternoon as I was taking off from work. He was told that I would receive a phone call like I have for the other two shipments before 5 PM from the shipping company. I did not receive this phone call, so I called you all to verify. I was then told in your system that I wasn’t even put in for Wednesday the 14th and that my delivery was Saturday the 17th. I informed the lady I spoke with on the phone that I was not available that day and she was able to bump it to April 16.

This means that I need to takeoff of work again on Friday. I am not able to do so and will need to ask a neighbor to stand by. This is a very big disservice to your customers. In a time that is challenging for all, and businesses are struggling, I would think that customer service is above all else. Now that there is nothing you can do for us, I request that something be done. I cannot get my furniture, I took off work, and need to inconvenience a neighbor stand around for 5 hours waiting for a delivery.

I look forward to speaking to someone who has my best interest in mind. Once again customers are the reason you are in business, and I as your customer do not feel Valued by Value City for my time and effort I have wasted in waiting/chasing down for...

Giving one star only because we had a good experience on day 1 of our visit, where sales representative stayed late to close the deal. Otherwise, I would NOT RECOMMEND this place to anyone, until and unless you have the patience to block weekly time on your calendar to give a call to these guys. The moment you pay the full amount, things change. In summary, the team doesn't believe in the concept of "customer delight" and everyone is really "cold" when it comes to post sales experience. Imagine a situation when you ask a question on your pending items and the sales representative says "I cannot help now since I have now closed the sales and have to take care of other things"! Seriously! As if VCF is giving me my items for free and is obliging me! I can go on, but quickly summarizing my negative experience so that folks doing future purchases can take a conscious call.

Wait time for delivery can go as long as 1 month and you have to follow-up with VCF. Don't expect a call back from them VCF in New Jersey is different from other US outlets and there is no formal mechanism to escalate customer complaint In case you get a damaged item delivered, be ready to coordinate separately with Store, Customer Care and Third Party Distributor because they don't think it's VCF's responsibility If you want to cancel any of your order because of the delay from VCF's side, these guys won't acknowledge it. Instead, be ready to pay additional 25% to ask them to cancel your order If your delivery guy says we are outside of your door and you ask them to stay there for 5 minutes (...not to forget it's a big delivery) be ready that the guy can vanish and you have to reschedule. (Not to talk about multiple follow-ups again) In case, you have any follow-up questions, be ready to invest your time and mental energy without expecting any kind of apologies. After all, they are the boss and not you! If they ever try to give you a gift voucher, be ready to again follow-up on that for another month and don't be surprised if folks over the phone sound as cold as possible! Lastly and hopefully, spending my time on writing this long note on a lovely Saturday morning explains a lot about my experience and frustration with this store and would help...

If I could I would give ZERO stars. BEWARE DO NOT GO THERE!!!!!! Went to the Fairfield store .....Horrible Horrible service. They are nice to you when you are there purchasing but after they get you money they don't care about you. Bought a bedroom set in august scheduled delivery for a week and half later. 2 months later.....nothing . I called numerous times asking where my furniture is ....got the run around and they DON'T return phone calls. Then the mattress that I bought I found cheaper at Mattress Firm so Value city does price matching right? .... NOPE I had to threaten to cancel my order for them to price match. So now that they agreed to price match still no refund . Here we are almost 4 months later NO REFUND! I have called over and over again and every time I call they say someone will call me back ..... NOPE NO PHONE CALL BACK! so here I am again calling. BUT WAIT IT GETS BETTER So the refund that they have listed in the computer for over $300.00 the sales tax is NOT included in it. How can Value City charge sales tax on a refund due? So hypothetically speaking if you spend $3000.00 and your refund due back is $400.00 how can Value City charge tax on $3000.00 ? when technically your total bill was $2,600.00 HMMMMMM SHADY SHADY they are! Oh and BTW 4 months later still waiting for my account to reflect the refund and once again I call and no one calls back. Maybe If I call 7 on my side i'll...