Value City Furniture — Local services in Mentor

Update: changed from 1 to 2 stars. Manager got back to me and is willing to give me a full refund back to my card rather than only store credit.

Please save your time and go somewhere else. I bought a Tempur pedic bed a little over a month ago. I was not sure if the medium or soft firmness would be the best choice but based on the floor models the medium seemed a bit more comfortable. I found out that I should have went with a soft firmness because the medium in the store is a lot softer than what I got. The day I was considering purchasing and asking questions I was told that there would be no problem with exchanging my mattress if I did not like it. Come to find out 7 days after delivery that if I exchange or return in I have to pay a 15% restock fee which would have cost me over $400. Was not told that when considering purchasing my bed and asked about return/ exchange policy. The customer service rep I talked to was also very rude and basically yelling at me and told me since I did not want to pay the $400 to restock it I would have to wait 30 days before anything could be done. 30 days are up now and i called to exchange the firmness just to find out that the model mattress I got did not come in soft firmness. Would have been nice to know that BEFORE I purchased my mattress. I did not want to pay another $900 or go look at another brand because of all the information that was already left out and the lies I was told so I said I wanted to return my bed and get my money back. I was told that the best they could do was give me store credit. I wanted to speak to a manager and multiple times when a customer service rep said they would call me back or have a manager call me back they never do. I still have not been able to talk to a manager or get my money back and it has been a week now. I will never buy from here again or ever recommend this place to my family and friends. Does not matter how many questions you ask they will lie and leave out details to screw...

Avoid this store...the "value" you get is not worth the horrible service and constant delays! Has been a horrible customer experience and will continue to be for the next 4 months while I await the rest of my order.

I ordered 2 sectionals on Dec 1 and after a while checking inventories, they told me it would be ready for pickup on Jan 4. On Jan 4, I rented a truck and went to pick up my order and nothing was there. No call or notification of delay. They said they would credit me back to cover the cost of the rental but to date, that credit has not been received. They said it would be ready next week.

On Jan 12, I checked the order tracking and it said it was ready for pickup on the 12th still. I tried calling to confirm but got no answer. I got a truck and went back, and this time only 1 couch was available. This time, they agreed to deliver the second couch and they would let me know the date. The next day I got a call and they said delivery would be Feb 5 (a month later than original).

I called to confirm status on Jan 27, and was told that it would not be coming on Feb 5, that it was in fact now delayed until May due to being out of stock on 1 piece (4 months later than original). I went to the store to see what was going on, and there was zero sympathy or apology...thats just what it is unless you want to start a brand new order as replacement. I asked about the credit I has not received and was told there was no note of it.

To top it all off...seeing I was clearly frustrated, he offered that if I call back in May once I receive the last piece and ask for the same person, he can give me 10% off that one piece...$28. Maybe give me a smack on the face while you are at it.

Will never be buying a thing from here again and you should not either. I am not a complainer and someone who leaves bad reviews but this is just ridiculous....

NEVER AGAIN! If I could give zero stars, I would. Bought two twin XL mattress' and were told we also needed to purchase mattress pads, or there would be no warranty . We were not satisfied with one, so wanted to exchange for another. Went back to go pick out a new one. That day they told us the next delivery date would be to deliver the new and pick up the one we did not want. Before they came the second time on the confirmation call, they told us we should have been given a bag to put the return mattress in and ended up having to drive back to store to get one. On delivery and pick up day, the drivers were told it was a pick up only. Told us they actually have those bags on their truck too. We refused the pick up as one of us would not have had a bed to sleep on. After a cluster regarding having to pay more for the next mattress because we purchased on sale, buy one get one, we only get half credit towards the new bed. Now, after being told that bed needs to be inspected upon pick up because we had to show that mattress pad was being used or warranty would be voided, the new delivery and pick up day comes and the driver was upset because he said we are supposed to have the bed bagged. He said he was tired of the constant miscommunication between what customers are told and what they are instructed to do. Needless to say, they took it without putting the bag on it. We called the store to tell them this and were told. "Oh, that's fine" . This makes no sense because then their whole thing about having to inspect it before they take it back is obviously a load of bologna and a way to get you to buy the mattress pads. No clear communication between the Mentor store, their North Olmsted store, and their poor drivers who have to deal with the upset customers. Extremely disheartening. We will nev purchase from Value City...