Value City Furniture — Local services in Fairview Heights

Note: This review is written on behalf Cora Belk purchaser and her daughter who assisted with this purchase. On April 12, we decided to visit 2 furniture stores, one in O’Fallon and in Fairview Heights, Illinois where we decided to make our purchase at Value City. Upon entering into the store, we were immediately greeted by a salesman by the name of Dexter Williams. He immediately introduced himself and asked how could he assist. My mother went on to explain the urgency for purchasing a bedroom set as she has family that would be arriving in May to visit from out of town. Dexter proceeded to walk us throughout the store to look at the beautiful selection of different bedroom sets and this particular day, Value City was offering 20% off of particular sets. We finally found a set that was reasonable and within the budget that my mother (Cora) had mentioned to Dexter. We immediately made the decision to purchase this particular set that came with the dresser/ mirror and the nightstand and the bed frame; the only thing she had to purchase along with the set was a mattress. Dexter went above and beyond to allow mom to test out different mattresses until she found the perfect one. That it! We had a the perfect package.

Now, keep in mind, the total purchase was contingent on being everything being delivered by 02 May 25 as the guest from out of town would be arriving. Dexter reassured my mother that the delivery would be on time. Dexter calculated the total bill and escorted us to the front desk for payment.

Today, my mother received a phone call however, she missed the call and received a text. text stating that the they would not be able to deliver the full delivery but partial delivery May 2, 2025. The remaining order would be delivered July 3, 2025.

In a complete panic, my mother called the store and spoke with a representative by the name of Tim who could only provide the basic information to my mother that really didn’t provide and any information as he is only the customer service representative. At this point, my mother stated that Dexter the salesman who assisted us took over the call and was very apologetic and totally understood my mother’s frustration and asked if he could give her a call back after he tried to see if there was anything feasible he could do to rectify the situation. Unfortunately, my mother had mentioned to Tim prior to speaker with Dexter that if they could not deliver as agreed, she would request a total refund and Tim said that she could make that decision and could receive a refund.

After careful consideration, my mother decided to call back and speak with the manager by the name of Isaac.

Issac, the manger spoke with my mother and my mother was appalled and totally in dismay at his lack of empathy and handled the call very, very unprofessional. My mother stated that there was nothing he could do and offered no apology. As matter of fact, she stated that while she explained to her disappointment, he started having conversations with an employee about trash; totally leaving the conversation. She asked” Why are you talking to someone else? “ Issac response..” I have the right to talk to whoever I want to talk to.

As a manager, this could have been conducted completely differently but unfortunately it was not. We chose Value City because of the quality furniture but the horrible customer service has overshadowed that.

We will also be reaching out to the corporate office as I think it’s imperative that they know what type of service is being offered at this location. We will Never! Purchase anything from Value City again.

Dexter and Tim- Thank you for your professionalism and kindness. We look forward to speaking to someone in higher authority as soon discuss more in depth please. Please contact the purchaser directly at the number provided at time of purchase.

Thank you in advance!

V/r,

Melissa D In c/o

Ms. Cora...

I ordered a bedroom set and dining set on December 9, 2024. The mattress and bed frame was delivered and installed on December 26, 2024. I was told at the time of sale the dresser, night stands, and dining set would be delivered late February. In January I was called and told it would now be the first week of March. Yesterday, I was told new delivery date would be April 10,2025. 4 MONTHS! My clothes are STILL in boxes because I don’t have a dresser and I’m using a folding card table as a dining room table. The fella, Tim, who told me of this new delay then leaves me a voicemail that they can’t give me a further discount bc I bought it on sale. I didn’t ask for a discount. I want my stuff! You’ve got my $4,320. I want my furniture!

Update: 3/27: another voicemail. Another delay. April 10 for dresser, April 29 for nightstands, and May 13 for dining set. The only thing this place is good at is being consistently disappointing! 5 DAMN MONTHS! Are they paying for me to be off work?

Update: 4:29: I finally got my nightstands today. 4.5 months later. Got my dresser 4/10. Cancelled the dining room set after complaining to a very mean manager in late March. Ordered a new dining set on Wayfair and was delivered in 8 days! Got new dining set before the dresser!

Overall: salesperson was great. All delivery teams were great. Actually getting purchases is horrible. 3 unpaid days from work just to be able to be there for delivery makes up for any “savings” I got. If I could give you zero...

Worst store ever. My husband & I went Fairview Heights Store in IL bought sectional set on spot. Was told that it wasn't in stock only had to wait about 2 and half weeks. Well that never came. We purchased in October 2018,NOVEMBER NO FURNITURE went to store to confirm date/time was told somehow we was kicked out and would have to wait a later time in December. End of December they call my husband phone tell us we have to wait until mid January 2019 in meantime I have asked prior to since we have to wait so long as a customer what can be done to satisfy us for having to wait so long. Management Morgan lets us know clearly nothing at all. Pretty much thank you for your money but just wait until we say so. I told my husband forget it 3mos to wait on some furniture with no one seeming to care about the fact that we have been patiently waiting not only with no furniture BUT you have our money. So we went to store for a refund. DO you know it was plan and simple the lady who refunded money there was no 'Sorry to hear about the long 3mos wait here is a discount or how about a lamp or picture for patiently waiting NOTHING. She was dull,dry as if we just didnt spend a nice chunk of money with you folks. I WOULD NEVER RECOMMEND THIS PLACE TO ANYONE. We went to somewhere else and got waaaay better service and better set. Glad we didnt get from there anyways, after seeing all reviews on consumer affairs(BBB) is the worst place to go. ""BTW I FORCED TO GIVE A STAR....I WANTED TO GIVE NO...