Value City Furniture — Local services in North Olmsted

"Bedless in Cleveland" I would like to start by saying I have been a loyal customer to Value City over the years and have been pleased with the items I have purchased. Which is why my recent experience comes at such a shock but so horrific I had to share.

On 12-15-24 I went into Value City on Richmond Rd to purchase a complete bedroom set. My delivery was set for 1-10-25. Later on 12-31-24 I returned to the store to purchase another piece to the set. I was advised it would change my delivery date to 1-17-25. Although disappointed I understood. I was also told that all of my original order was not going to be delivered on the 10th anyway, it was delayed until the 17th.

On 1-16-25 I received a call from the delivery team that my delivery would be coming on 1-17-25 between 1 and 4. I had taken the day from work make myself available. On the morning of the delivery I received a call from manager "A" at the North Olmstead store stating that my headboard and one nightstand arrived damaged and they would not be delivered. She stated that my delivery for those items would be another day as they would have to reorder it. I explained to her I took the day off from work for this delivery and I could not do that again. I explained to her my only day off was Sunday, the day they don't deliver. She states, " I will get one of the managers to deliver it on Sunday". I asked what was I supposed to sleep on since the headboard would not be coming. She says "you don't need it, the bed can be assembled without it". Later that day the delivery drivers called to advise they were in route. They wanted to confirm if I still wanted everything because the headboard was not in the shipment. I told them what she said and they confirmed what I thought, manager "A" was incorrect. When they arrived they were only able to leave one night stand, mattress, bunkie boards and footboard, side rails. The dresser and armoire were also damaged. I called back to the North Olmsted store to speak with manager "A" but of course now she would not speak with me. I had to speak with manager "T" . He stated he would reorder my headboard and night stand. A new delivery date would be set that would include all the damaged items. I told him I could not take another day off from work. He stated he would get me scheduled on the first delivery of the day the following Friday 1-24-25 between 7 and 8 am. I called the Richmond store and advised them and they were very apologetic and attempted to resolve the issue but were unable to get me a bed frame to sleep on. Needless to say I was miserable for a week. Well on 1-23-25, I again received a call from the delivery team telling my furniture would be delivered on 1-24-25 but not when promised by manager "T" but between 2 and 5 pm. Needless to say I was very upset. I called manager "T" and reminded him of his promise, which he denied making, he had no solution for me. Later that night I really looked at the manifest and realized my headboard and night stand were not included in the delivery it included a regular metal bed frame. So on the morning of 1-24-25 I drove to the Richmond Rd store to speak with the manager and advised her of the horrible updates. She confirmed my headboard and nightstand where not in this order and I should have been notified. She promised to stay on top of the matter for me and provide me with updates. Approximately 2:30 pm the delivery drivers arrive at my home. When I opened my door the deliver person did not say hello, but "who is going to get this ice off of these steps" . I thought I was being punked! I said I had been doing the best I could, it had been snowing all week and all that day. I gave him the option to go through the garage. When he came upstairs he said he was not going to move the boxes (footboard)they left the week before, that was my responsibility. He refused to let me see my furniture and left with my items. I went back to the Richmond store and they promised to re-order everything. Today I am still bedless...

Bought a sectional and ottoman 9/2/24. Was told the sectional was in stock and could ship immediately but the ottoman was on back order and would ship later. Ok, fine, no big deal.

Fast forward 6 weeks and I wonder “hey, what ever happened to that ottoman?” I never received an update or confirmation that it was shipping, or really any communication from the store. I call the store twice in one day and get blown off both times. I then call their corporate number and they run the order for me - turns out the ottoman (that I already paid for) does not exist in their system (it was “dropped”).

No one told me this. No one reached out to me - I literally would have never known if I didn’t track this down.

After work I went to the store in person to figure out what was happening. I was told the same thing - the item doesn’t exist (again, I already paid for it). I asked if I could get the one off the showroom floor, but turns out they sold it a week or two before that. I have NO IDEA why they didn’t sell it to me at the time of my purchase, which was weeks previous.

I get a call later that night (10/22) saying that they’ve found the ottoman from another store and are shipping it over. I should have it the next week. Awesome, sounds great.

It is now 10/28, the week I was told I would receive the ottoman, and almost a full 2 months after purchase. As of this writing, I STILL have not received confirmation that I am receiving this item. I just called the store again and they told me that they received the item but no one had “allocated it to my invoice” and there were no plans to ship it. Ok?? Do I have to call every day and make sure these people are doing their jobs? Did the shipping clerk call off? Is he on a long lunch?

The store then asks if I can pick up the ottoman (no) because their delivery team is scheduled at least 10 days out. This isn’t my problem - I bought the couch 2 months ago. In my opinion I should be the first delivery on their schedule, even though I’m still not convinced that this item even exists because I was told so many times that it doesn’t.

Also, I really need to emphasize that NO ONE from the store has ever reached out to me. I had to investigate and track down this info on my own time. Maybe this is just a fluke because all the other reviews seem positive, but at this point I’ve paid for a brand new couch set in September and I don’t know if I’ll even get it this year. They’ve offered refunds - but I don’t want a refund. I want the SPECIFIC item that I paid for. We bought this couch and ottoman in tandem together because that’s how they were displayed in the showroom and our living room has extremely particular dimensions. Refund is not an option. Literally just want...

Edit 2 - Oct 26th. I could not longer get through to someone at the store. The customer service guy I got this time from who knows where was very nice and tried to be helpful, unlike the last one who told me I should drive up there, couldn't get anywhere either. Even though he was able to get through to the store himself when it was time to.connect me to the store he magically couldn't get me through. I ended up CANCELING the remaining furniture I have yet to receive which was half of my order. At this point having to settle with mix matched furniture was not a concern of mine anymore. I refuse to allow this company to have another dollar of my hard earned money. He issued my refund with no problem. I ended up going to a competitors location and purchasing what else I needed. Given a discount on some items and was able to pick up what they had in stock the following weekday. I have never in my life had such an issue with a company. All I asked for is communication. Every time I was able to get someone on the phone after listening to my concerns they all said so let me get this right, you want to know if you can get your items sooner? NO! That's not what I was asking. Thanks for listening. Smh

Edit 1 - Oct 19th Changing my review due to the fact that now I am getting the run around about the "damaged" piece and the expected delivery of a piece coming at the end of the month. Beware that they change your delivery dates and don't tell you and feed you BS when you call inquiring about it. When no one picks up the phone at said location you then get transferred to "customer service" who is absolutely no help at all. They can only tell you what they see on their screen. Very very disappointed and frustrated after spending 10k at the store and can't even get decent customer service after they take your money.

Original - Oct 9th - We moved to a bigger home and needed a lot of furniture. After 2 trips to the store we were able to decide on everything. The sales staff was really helpful in getting us the best discounts. The delivery team was careful and professional. The only disappointment was them not having all items in stock and would be receiving certain items over 3 months but when they called for delivery I was informed the other items may be delayed even longer because of the strike at the ports. And we were expecting a Dresser with mirror on the 1st delivery but was informed by delivery team that it was damaged at the warehouse and someone should have called me, well the whole day passed and Noone called. Guess I will have to call...