Value City Furniture — Local services in New Carrollton

We recently purchased several pieces from the VCF in New Carrollton. At the time of purchase, we asked the store manager Tony, if we were eligible for a discount only because we had made another large purchase from the same store a year or so ago. I should have known immediately that the experience would go downhill from that moment because Tony didn’t bother to look up from his desk when we walked over to him! He just kept typing on his computer as I was asking him the question!

He looked at our order and ADDED over $330! He said the salesman made a mistake and gave us a promotion sale that we weren’t eligible for! We complained about that, so he said he’d give us a free delivery which is $219. So now, we were paying more than we were just 5 mins ago! We signed the contract & started to leave, Tony stopped us and said “since I did you a favor, I need you to do me a favor and leave us a really good review! I couldn’t believe the nerve of him to tell me he did us a favor! My total was higher than it was before talking to him, how is that a favor?!

When we got home, we looked at the receipt and he did not remove the delivery fees! I called Tony the next day, but he was off work. I left a message for him to call me. The next day, I received no call back, so I called again. This time they said he was in a meeting and would call me when he got out. He did not return my call AGAIN! I called the third day, and was told he was out of the office again! It’s now been almost 2 weeks and he has still not called!

This is where Dyrell Owens comes in. He is the assistant store manager but should be the manager! He listened to me vent my frustrations, provided excellent customer service and refunded the delivery fee just as Tony promised. Tony reminded us of a bad used car salesman who could care less about the customers happiness, whereas Dyrell was the epitome of a strong manager. He was patient, courteous, and provided excellent customer service! He even contacted me personally to let me know that our delivery was on the way.

Tony deserves 0 stars, Dyrell deserves 5, but we couldn’t give a 5 star review after the extreme poor lack of service Tony provided. I hope the big bosses of VCF see this comment and reward Dyrell in some way. If it weren’t for him, we definitely would have canceled our $4500 order altogether. Dyrell is a true gem and the furniture we’ve received so far is beautiful!...

My review is not technically about Value City Furniture per se. But, rather, it is about a particular individual at Value City Furniture. His name is Jack Bridges. Jack is the kind of person any customer-relation-based business would want to have on their staff. I was having a miserable experience with a recent Value City Furniture purchase (not from the New Carrollton location, mind you). The furniture was delivered - on time - on a Tuesday morning. But, there were some hardware pieces missing, that were needed to assemble my bed. From Tuesday afternoon - to early Wednesday evening - I was put off several times by others within Value City Customer Service. But Jack was my "knight in shining armor". He said he'd call me back - and he did (which I cannot say of others who made the same promise). And then followed through with what he said he would do, to fix my unusual situation. And then called me back again. While calling me back may not sound like much - it was more than anyone else at Value City had done up to this point. He promised me he would have "John" at my home on Saturday morning - to assemble my bed. John, too, was awesome. And Jack's final words to me were these - "I don't care what happened, or how it happened - all I care about is getting it fixed, and getting you what you need". That pretty much says it all. What customer could ask for more than that? Stop talking about how or why we "got here" - just fix it, and put something in place to ensure it doesn't happen again to someone else. As you can see - the bed is gorgeous, and I am thrilled. ...

Waldorf, MD Value City Furniture one of the worst delivery customer service systems of any type of establishment I've ever visited. My wife and I ordered several items and were told it would several days for it to be ready. I never was told there was a specific date for pickup. We received notice that the items would be ready on a Thursday. We had to drive 40 minutes to pick up the items and both work, so we decided to pick the items up that Saturday. When we arrived they informed us they did not have all of the items and that there would be charged a restocking fee for not picking up the items on their designated pickup date. We had NEVER agreed that the date they listed would work for us. After arguing about the fee and travel time expended (for them only to have one item), they dropped the fee. The manager we spoke to was rude and condescending and really didn't seem to care about us being inconvenienced. We eventually rescheduled. Once our furniture was ready, we received notification to pick it up at 11am. We arrive and there's no one available at the loading dock and wait 20 minutes for someone to come to the door. Several others were there getting angry as well. When the manager came to explain their delay, she was demeaning and condescending to the customers. At noon we finally received our furniture. The managers at this location are disorganized, rude, and have very little care of providing satisfaction to the people spending thousands of dollars for...