Value City Furniture — Local services in Florence

If I could give Mandy 20 stars, I would. She is a Rockstar at sales! She is so passionate and knowledgeable, we absolutely loved her! It took us a few days to decide on our final pieces, but she was there every step of the way! Mandy, thank you for being such a genuine and full of life person and for making our sales experience a 10 out of 10! If only your co-workers & your company in general could be more like you!

As for the rest of our experience it would be negative stars if I could. Value City is such a joke! We just bought our first home and have rooms upon rooms that need to be furnished. We spent $10,000 on this trip (and this will be our last with VCF) We started with 2 couches, a kitchen table set with 4 chairs and a bench, and a huge entertainment center that basically takes up the entire wall. We were sent 2 damaged and previously used kitchen chairs, the bench (which is fine) one piece of a 3 piece couch, a busted console for the 2nd couch (the other 5 pieces are fine) and a damaged entertainment center. We advised we wanted everything delivered together, no random pieces. Well, that definitely didn't happen! The movers as they are assembling damaged pieces advised us to "call Value City immediately and they will make this right." Even they were amazed at all the damaged furniture they unboxed. We took a video and physically went to the store to see what could be done. Hailey, the service manager I assume, was very ashamed and disgusted that this just happened. She acted like she cared and that this would be taken care of immediately, but she had to make some phone calls (procedure and policies) Once we heard from her via phone call, she acted like she could care less. Their policy and procedures apparently when you receive damaged furniture off the truck is to send "technicians" out within 1 to 2 weeks (or whenever they can "fit" you in) to assess the damage to see if they can be fixed. We didn't buy clearance or used furniture, we bought and paid for NEW, which is what we expect. After talking to the "technician" manager, James, who's solution for the damaged kitchen chairs was to sand and repaint.. we had enough. After arguing with him, he finally offered to replace the damaged pieces with new (WHICH IS WHAT WE PAID FOR & still are waiting for even though everything is in stock and is available) We also had to call corporate so they could leave notes on our account as to what is happening and what we were told, because we simply do not trust anyone at the store level anymore. This has been such a nightmare and such a horrible experience!! We have been offered nothing, except used and damaged furniture and about 2 weeks of headaches so far with all of the going back and forth. We are expecting the replacements next week, so if you're reading this..please pray for us!

As a consumer, when I purchase something NEW from any other company and receive damaged items... 99.99% of the time they will simply set up a return for the damaged and will mail out replacements the same day or next day. This is usually such an easy and simple process. This is what I expect when I make a purchase, & it shouldn't matter if it is $1 or $10,000. The resolutions that we have been offered before we had to be "Karens" is disgusting to say the least. You would think, especially in this economy, that a customer would be treated better than what we have. I would recommend to any and everyone to avoid Value City Furniture at ALL costs. Please take your hard earned money...

Customer service is above and beyond!! I highly recommend at least go take a look if you're looking for new furniture and give the wonderful sales people there and the furniture a chance you won't be disappointed. I want to give a huge thank you and appreciation to Caleb and his manager Tanya (( I apologize ahead of time if I didn't get the names exactly right)) I hope value City sees what two outstanding employees they have along with all the other employees and shipping who helped me out this week. I have been buying furniture from value City for probably the last 20 years I still have a bedroom set that is sturdy and have been through me and my children now adults and it still looks almost brand new. But what I wanted to bring to attention today is the way your employees went above and beyond to help me, I have been having not the greatest month and was very upset to find that a couch we had bought from value City had a cushion lost during a move. I called value City thinking they probably wouldn't even be able to sell me a cushion while they did more than that Caleb looked up the couch I had purchased by my phone number, told me give me a day I'm going to speak to my manager and see what we can do and within 5 minutes had called me back and said his manager had already put in an order for a new couch pillow and was making sure it was the correct one I needed excuse me couch cushion.. I said that that was fantastic and he said there's just some bad news I was waiting for him to tell me that this cushion was going to cost $100 instead he said it could take up to 10 weeks to get it but we are giving it to you free. I was so happy and just beside myself and I could not thank them enough and told them I'd be more than happy to wait for it and pick it up when it came in. That was 3 days ago today I got the call from Caleb surprising me that they even went more above and beyond and had found two of the couch cushions in stock in the back and we're giving them to me for free as long as I could come and pick them up. When I got there everyone was so nice and they sent me around back where they have them waiting at the door to load into my car. I cannot thank you all enough you really made my bad month much much better my couch is together again and I can enjoy it and I am just amazed on the entire staff there and how much they went above and beyond for me. From the bottom of my heart I thank you and let you know I have not forgotten what you've...

Really disappointed with the warranty company Value City uses. I purchased a $1000 couch in Feb 2021. A couple days ago I noticed a spring had popped loose and was poking through the lining. I filed a claim, submitted photos and video and was told I would receive a link to schedule service, great! Then I received a text that the service was scheduled already at a time and date that wouldn't work for me. I called, I was told the service would be cancelled and I would receive a link to reschedule. Great! Then another text (that I thought was the link) was just another unfeasible time and date they scheduled themselves again. I had my husband call this time and was told after reaching a live person with this warranty company that the service was cancelled and I would receive another link to reschedule (Keep in mind I never received any links to reschedule, ever). I then called and spoke with a Margaret who I voiced my concerns to and was told the same thing, I would receive another link to reschedule. I told Margaret what would happen because, again, I never received any prior links only another rescheduled time and date, and that would probably be the outcome. I told her I would call back if it was. I was right, again today I received another rescheduled time and date that's not feasible. I called back and cancelled the claim completely. After years of being loyal to VCF, I'm cancelling my account completely and going with another company I have found to be much more customer oriented. The furniture is nice, I still love my couch, but now I'm eating the costs of a warranty I purchased that I cannot use, because I cannot take off work for a couch, and 8a-12p is too early to have someone present at my house to have a technician look at an obvious broken spring. I'm completely exhausted with the revolving door of trying to get this rectified. My advice; Save your money and do not purchase the warranty they offer. They do not handle the warranty services in house, and you will be stuck in a limbo if you cannot make their scheduled time and date (That they give you no other option to reschedule). This store knows who I am at this point, and I'm sure I will get a response to this review as damage control. The sales process I will say was flawless and pleasant, but after the customer service I've received thereafter, I cannot recommend this company any longer....