Value City Furniture — Local services in Fort Wayne

While Value City Furniture may offer affordable prices, the overall experience has been nothing short of appalling. The complete lack of professionalism, communication, and accountability from both lower management and corporate oversight is absolutely unacceptable. This wasn’t just a minor inconvenience—it was a costly, time-wasting, and deeply frustrating ordeal that speaks volumes about the company’s disregard for its customers.

I purchased a sectional couch two weeks ahead of the scheduled delivery. On the Friday before delivery, I received a call confirming the date and time—everything was supposedly on track. Based on that confirmation, I removed my existing furniture and arranged to be off work for the delivery. Then, on the morning of delivery, I received a call stating that the couch was not even in the warehouse and would not be delivered.

What is the logic behind confirming a delivery for an item that isn’t in inventory? That kind of failure reflects piss-poor management—there is no other way to describe it. It’s absolutely mind-boggling that no one verified product availability before reaching out to the customer. The staff responsible for confirming deliveries clearly need to be retrained on how to conduct themselves professionally, verify logistics, and communicate responsibly.

Because of this negligence, I missed two full days of work—first to wait for a delivery that never came, and again to accommodate the rescheduling that was forced on me due to Value City’s internal disorganization. Not only was there no accountability or urgency from anyone I spoke with, but when I tried to get answers, I was met with hostility and eventually hung up on by warehouse staff who couldn’t handle being questioned. Subsequent calls went unanswered.

This kind of behavior isn’t just a reflection of poorly trained customer service representatives—it’s a clear sign of a broken system from the bottom up. There appears to be no leadership, no accountability, and no commitment to providing even the most basic level of respect to paying customers. It’s completely unacceptable.

I will never do business with Value City Furniture again. I’ve lost time, wages, and all confidence in a company that clearly lacks the professionalism and integrity to operate in a customer-facing industry. I strongly encourage others to take their business elsewhere to avoid the...

Ordered a 6 pc sectional on 2/28. We wanted a different color than the floor model and because of that, it was a 6 week lead time. Ok, no problem. 4/8 we get a call to schedule delivery on 4/10. Cool. 4/9, we received another call to confirm delivery between 10-noon. Ok, cool. Guys showed up just a bit before noon and as soon as they came into the house, he said “I don’t think we have all of your stuff. We only have 4 pcs.” Huh? So I called and talked with Andrea and got a couple different explanations, but ultimately, they’ve allegedly been having “problems with their system” and 2 of the pcs didn’t get ordered. She ordered them and the balance would come in 6/10. That’s unacceptable. Not being able to have half a furnished living room, I said I wanted the 2 pcs from their floor model until my balance comes in. She said she would have to ask the manager, but surprise surprise, he was on a conference call. I said tell him that’s what I want or I’m returning the whole thing. She called back and said the manager “can’t” break up a floor model and he’ll just schedule a pick up. I asked to speak with him and was told that he said “He didn’t have time to talk to me and he was with another customer.” Not, “hey, can I give you a call back” or anything. Since I live pretty close, I went to the store to talk to Luke, the store manager. He claims he never said that to Andrea and that he instructed her to get my info. He denied everything I was told he said. Whatever. From the other reviews I’ve seen, this sounds less than truthful. I asked him how in the hell can we be called multiple times to confirm delivery, but not have all of our stuff. He said he didn’t have an explanation and they’re “working through” problems with their system—whatever the hell that means. They offered us $100 off. I don’t care about the $100 in this situation. We want our damn furniture. I instructed them to schedule the pick up immediately and want a full refund. I even moved the furniture to the garage to make it easier for the drivers.

I’d steer clear of this place. If there is even the slightest of issues, you’re screwed. When there’s a manager who refuses to talk or call customers back, and/or lies about what he said (or someone else lied about what he said) good luck getting a solution.

Literally the worst retail...

I bought a couch set at Value City furniture, trying to improve my credit I went through acceptance now which is in the store. Upon delivery I noticed it looked dirty. Upon having it cleaned the Man doing it explains that it’s an ivory set stuffed with dark brown stuffing, it would always look this way under strong lighting which I have on the loft. I had to call for over 2 month’s, several time’s before getting someone to help. They allowed a re-select. I chose 3 Painting’s & A Chase. Upon delivery I seen it was the wrong chase & one of the painting’s wasn’t the one I ordered & the third picture just wasn’t in the delivery period. I called the store immediately and was told I could do one last re-select for those two items. I went to do it and to pay the item’s off & be done with this mess. I go in a Man that worked their was helping me & said you can pick anything in the same price range I did so. I find a couch that I like & was comfortable exchanging but it was $100 more. I offered to pay the difference was told by the Manager of V.C no that was against the law, i asked if i could choose a less expensive painting to resolve the differences. Absolutely not, so I ask how to resolve this? He says it’s not Value City’s problem, ask acceptance now. I explain I’ve been through Hell with this order & please just help me resolve it. He looked at me as if I was a peasant. I asked, Are you okay with me ending up with something I don’t like? He said Yes!! Not his problem!!! So upon leaving, almost completely out the front doors, I did say to the Man that was taking my order that “they need to fire that Manager”. Now they refuse to do a reselect or come collect the Merchandise they brought to my home that I did not order! I have been trying to resolve this issue for three month’s now, still only have one $350 picture that is accurate out of $2,200. They both just keep saying the other company is responsible but no one will help me or put what their saying in writing. If anyone can help with this please reach out. Thanks for listening, hope this...