Value City Furniture — Local services in Hagerstown

We purchased a gray Oasis sectional which ripped on the fabric as well as the seams numerous times in just the first few weeks of owning it. They would have replaced it, but it would have taken months and if the fabric was that cheaply made, why would we even another of the same? So we were permitted to exchange it for something different. We chose another sectional (more expensive, of course) and paid an extra $219 for what we were told was a "5 year warranty". 14 months later, the frame on the chaise broke and the foot rest on the side recliner was damaged. I called the warranty company to file a claim. It took over a week for someone to come and all he did was rip out the bottom (didn't even staple it up, just left it hanging out), take photos and leave. Two weeks later, when I had not heard back from the warranty company, I called and they were fairly rude and kept trying to put me off. I talked to a supervisor who did the same thing. She claimed the pieces were not repairable, but they would "possibly" replace them (possibly? isn't that what the warranty is for?). She argued with me for some time, but after putting me on hold, finally authorized replacement of both pieces. They were replaced, but I had to pay for a new warranty on both pieces! A few months later, I come home from work for hubby to tell me "You're going to have to call that place again." Yep, there is a nice rip in the middle part of the sectional. We were astonished at how VERY THIN the fabric is - barely 1 mm. So I had to once again file a claim. A month later and well beyond the "please allow 14 days" time frame, still nothing. I called today - one hour on the phone and 3 "customer service reps" and I still got nothing except rudeness and excuses. If I had the money, I would throw this junk in the trash where it belongs. The piece was eventually replaced. In October, the fabric on the 2 pieces just replaced in May was stretching / bunching / wrinkling and, on the chaise, ripping in said area. Since we've only had those particular pieces for less than 5 months, they have to go through the "manufacturer's warranty" - yep, it's even worse than the "extended warranty". Had to wait for someone to come look and take photos. Then instead of just replacing the pieces, in "3-6 weeks" when they "get the parts to repair them", they will take the pieces to their warehouse to try to repair them "before they can authorize a replacement". So 3-6 weeks of looking at something that looks like we grabbed it sitting out along the curb with a "free" sign on it and then having only an armless recliner left to sit on for what "could be a week, maybe less, maybe longer depending on how much work they have". They won't fix it in our home "because they use sharp tools" and it would "take too long". I called corporate who was just as useless although they told me repair would only take 2 days (I don't buy it). Went in and spoke to the manager, Chris, who was very rude and basically accused us of intentionally damaging our own furniture - makes sense because I love dealing with VCF, I love looking at damaged furniture for weeks on end and I love to keep paying for new warranties - he was a complete jerk. In November, we finally spoke with Jeff (the general manager of the store). He was very nice. He offered to exchange all 3 pieces (since the middle piece was starting to show the same issues) or let us choose something new. We opted to choose a different sectional. It was fine until February (3 months later) when we found a hole in the middle piece. Even though we purchased the warranty, because it hadn't been a year, we had to get it fixed through the manufacturer warranty AGAIN (something the store and the warranty company both argued, not wanting to be responsible for). It took FOUR MONTHS for them to finally get the part and fix it! This is...

July 03, 2020, I went to value City for the first time. I was impressed with the lovely furniture and assessories, I had a fabulous sales associate Gail. I left the store in an awesome mood because i had such a great 1st time customer experience. Well it ended quickly, sad to say, I read the reviews and a lot of customers had a similar experience such as myself.

I ordered a fireplace and insert and a king bedroom set from Value City on Wesel Blvd in Hagerstown, MD. A portion of the bedroom set and fireplace was delivered around the 15th of July and the remaining pieces were supposed to be delivered 8th August. I received a phone call from Alec the store manager at 2:24 pm on August 4th stating that my furniture wasn't put on the truck and is it possible for them to deliver on Monday, I said sure but it has to be by Monday because I have to go to Atlanta due to an ill sister, he said sure.

Well it's Monday 10th August at 1:17 pm and I called to see what happened to my delivery, I'm told that they don't deliver on Monday, that's not what I was told, is what I said to the young man, he put me on hold and the manager Alex/Alec not sure of the spelling, anyway, I'm telling him what was told to me and he says the same thing, no Monday delivery. How do I the customer supposed to know the stores delivery days, I was following what was replayed to me.

Alec asks me to walk him through my order as if he can't see what's already in the computer, not to mention he called me when the mistake of my furniture not being loaded on the truck. He then states all my pieces are in the warehouse and it's stating that I supposed to pick-up, at that point I became so frustrated and started basically yelling to the point my blood pressure elevated and I became ill. To add insult to injury Alec proceeded to patronize me as if he was doing me a favor, instead of apologizing for their mix up. I took off work waiting for a delivery that wasn't even on their radar and it's been almost a month since I paid over $3,000.00 for the merchandise. I guess If I never called on Monday, my furniture would still be sitting in the wearhouse. It's sad that this incident caused me a first time customer to NEVER shop at any Value City again.

Note to management: Stop disregarding your customers, we keep the business going as well as the sales people who depend on the commission off our purchases. Alec did say that the 150.00 delivery charge would be waved; however, he NEVER apologized for their warehouse mistake and not before the company lost a good customer.

Titles require leadership nd most definitely are the down fall of people and the ruin of businesses. Meaning not everyone is worthy to wear the title manager, supervisor or boss because titles make some people feel overly empowered.

The remainder of the bedroom furniture finally arrived today 11 August 2020, the deliver persons were professional; however, upon drilling the frame, several boards cracked, I took photos in case the frame starts to crack later.

Dissatisfied Customer Teresa P....

UPDATE: After writing this post, almost immediately, I was contacted by the assistant manager Alex. He was not there the day we went in but he was very apologetic and offered us compensation to come back that was too good to refuse. He was very understanding and seemed extremely genuine. He also emailed us a copy of what he had offered us. When we went back in Alex was not there so we dealt with Alec, the manager. He was EXTREMELY friendly, helpful and accommodating. He made sure to give us his undivided attention and we were thoroughly satisfied and impressed with his efforts to make things right. We understand that management does not always have control of an employees actions, however they were very quick to step in and make things right. They went above and beyond and because of that I am changing my rating and I will be back. Thank you so much Alex and Alec.

Believe all the reviews about the horrible management and customer service. My husband and I just left. We were trying to purchase a sectional. The sales guy that was helping us was new and didn't know much of anything so he took us to the back to get the paperwork started. The guy in the back was SO rude. The sales rep kept saying I think, or I don't know every time we asked a question. Then he would try to ask the guy who was sitting at his desk, and he would rudely and obnoxiously say WHAT. He acted like we were bothering him! We had some questions about their acceptance now program and the guy said that's not his job, it's the girl's job over there (points to girl in corner). She is listening to the whole conversation but never looks up off of her phone to help. She's literally sitting FACING US while scrolling on her phone with a bothered look on her face. We laughed and asked if Value City in Frederick had the set. I'd rather give them my money. Their customer service is WAY better. Or you can drive across the street to Bob's. The management is going to be the downfall of this place! Rude...