Value City Furniture — Local services in Novi

Where to begin…. To start my first furniture buying experience, I decided to purchase a very nice 3pc sectional from VCF. The sales rep, Kastine, verbally ensured me that all pieces of the couch were available and in-store. I confirmed on multiple occasions what I would need and was assured I would be receiving that in the delivery. I scheduled my first delivery for about a week after my purchase and waited to hear back on an update. Saturday came and received no outreach from anyone in regard to the delivery. I called the store and spoke to an associate who stated there was no order put in for that day. I then rescheduled after taking much time out of my Saturday to do so. About a week later the delivery truck showed up to my house with the sectional. The deliverers unpackaged the couch and it as the picture shown below. I was missing an important piece of the sectional that was promised with the order. As you know, the deliverers hold no responsibility for the order so advised me to get into contact with the delivery department. I spoke with a customer service rep who stated they would have someone get in contact with me as soon as possible… I waited an hour and received no phone call back. 3 customer service reps and a sales rep later I was finally told that the couch was discontinued and they did not have any remaining pieces to the couch in their inventory. I was then told they would look in all other store locations inventory to check further availability otherwise I would have to reselect new furniture… I waited all day for a call back and not once did I receive a call from the store or the sales person who made false promises. My girlfriend then went up to the store and spoke with another sales rep who was rude and told her it was not her fault that the other piece was not in stock or delivered to us. My gf then spoke to a manager who stated they would do their best to find another piece and would promised to contact me within 2 hours.. 4 hours later I called once again and hardly ever received an answer when doing so. I spoke to another customer service rep who stated she would have the same sales person call me back as soon as he was done with a customer… surprise no call back once again. That was when I decided to call it quits with this company and write this review. Not once did anyone apologize to me or seemed to care one bit about this major inconvenience. They treated it as if I didn’t like the furniture and wanted a different one, which was not the case! I picked out that piece because I really liked it and wanted only that one. It blew my mind in the lack of customer care and service I received here as if I wasn’t a customer paying a large amount of money for a piece of furniture. I was never offered any sort of compensation or discount for the inconvenience and am not even sure if that would change my mind about the experience. Nobody cares and that is absolutely evident in this place! I will be expecting a full refund and to come take this furniture out of my house immediately. Very disappointed and will be taking my...

Avoid the Novi location at all costs if you expect quality service or communication. This location appears to consistently struggle with deliveries, as seen with similar reviews by Robin Cooper, SaaiKishore Rathinasamy, dana wagner, and Moustapha Mamlouk. We originally ordered a 3-piece sectional on October 31st, and the experience was satisfactory. We received confirmation before our delivery on November 9th, which was hassle-free. Unfortunately, the sectional was a bit too large for our room, and we scheduled a return for November 26th. The return process went smoothly, and our salesperson helped us choose a new 6-piece sectional. We were quoted delivery dates for 12/7 or 12/14, and we chose the former. A few days later, I received a call from a customer service representative explaining that I still owed a balance on the sectional and needed to pay before the delivery could be shipped (the 6-piece sectional was cheaper than our original purchase, so there appeared to be some miscalculation in their system as we had financed the furniture). I explained the situation to the representative, and she firmly refused to transfer me to a manager. I had to contact our salesperson to resolve the issue. I suspect this played a part in our initial delivery delay. After the 7th passed without delivery or communication, we called to cancel our order. I spoke to a manager who offered a $200 discount for the inconvenience if we could wait until the 14th (which wasn't guaranteed) or the 21st, and we agreed to keep the order. We received no communication whatsoever until today, 12/20 (only after talking to support through their website the day prior), when a representative called to explain that they "thought we had wished to cancel the order, according to their notes" and that the next available delivery would not be until January 7th. How could a store not know for sure whether or not an order has been canceled? Surely they would think to keep track of their order statuses to handle returns or issue refunds. It's clear they lack any sort of communication, both internally and externally. Save yourself the time and hassle and purchase your furniture from...

DO NOT go to this store!!! Go anywhere else! The management lies and covers it up, along with the fact of when they hire outside. companies to switch furniture in and out of your home. In my experience, we purchased a $5000+ mattress and stand- and had to be swapped out. People swapped out hit broke our banister in the process. They acknowledged and apologized and told me I needed to find someone to come out, pay them and get repaired. Then to contact him and I would be reimbursed. This guy now seems to have amnesia and asked for pics/ receipts/ and video. Then he threatened that he isn’t going to pay the entire repair amount, tried to barter and told me he would drop off a check. Well- that never happened! Fast forward to about 6-8 weeks later of being ghosted and spoke to management in Novi- they hire this company- and they said I would here something from the Store Manager the following week, which I never did. I let it go for about a month and called back and was told there was a note and that I should hear something and received our reimbursement within 2 weeks from that call. We are now over a month again from the prior phone call and still nothing. I have now called multiple times over past few days and get pushed around to the next person and am put on hold with no answers. I have also been waiting on them to send warranty repair on our couch. They did initially send someone out to look at electric seats on couch and they needed to order parts. They said would be about 60 days for the parts to come in and they can repair the couch. Well- once again- didn’t happen and are now over 100 days from when they came to house. We have spent over $10,000 on the past year and half on the couch and bed; if this is how they treat paying customers……...