Value City Furniture — Local services in Robinson Township

Purchased a dinning room table and then the 8 matching chairs a few weeks later once I had the money. The 8 chairs were purchased on 6/7 and were said to possibly be at the store on 6/13 but no date was explicitly promised at that time. I received a call around 6/20 that my chairs should be arriving at the store on 7/5. I was ok waiting as I did not need the chairs just yet. On 7/5 I received a call and was told that the truck arrived without the chairs onboard and that they would be arriving on the next shipment 7/12. I called on 7/11 to confirm that my chairs were arriving and I was told they were again delayed to 7/19. I called again on the 7/18 and was told they were delayed to 7/20. On 7/20 I was informed that they were delayed to the 7/26. Numerous calls to customer service kept providing me with the same excuse that they have computer/shipping system issues. I kept elevating the issue to the next representative and supervisor to get some sort of action or resolution but no actual solution was provided. The chairs are still available on the website and instore so they are not discontinued and this was confirmed by the customer service representatives. The only response I have received so far is and insultingly low discount/refund of 10% for the delays if they ever do come in. My only other option is to just wait and see. This lack of action and effort to even try to solve or look into my issues was very disappointing. Every interaction was apologetic but ultimately came down to implying "it is what it is", "we cant do anything about it", and "we aren't going to try". The repeated excuse that they were not loaded on the truck and did not arrive due to computer issues is understandable but when I asked if they could call and speak to whoever is responsible for loading the the truck and shipments to make sure my chairs arrive on the next shipment I was told, "that's not possible". I will never shop at or recommend value city furniture as a result of this poor service and management. No action is taken and there is no evidence of VCF holding themselves accountable for the benefit of the next customer. They have only continued to offer excuses. As of 7/27 still do not have my chairs and I now need the them for my dining room. If there were not part of a set I would just cancel the order, which I still might end up doing. First, I am looking at my legal options or action with the BBB since it seems that no one, much less VCF, is holding themselves responsible. I am only posting this review as a warning to other of the incompetency of VCF. UPDATE 7/27: I just received a call that my chairs are now delayed until 8/10. I now wont have chairs for my housewarming party that was planned 2 months ago. UPDATE 8/10: 2 of my 8 chairs arrived after waiting two weeks. I now have guests staying with me and I still don't have my chairs so we can all sit at our dining room table and eat. The message I received was that the remaining 6 chairs are now delayed until 8/24. Initially the delays were week to week as they were "in stock and in the warehouse but not getting loaded on the truck" and now they are telling me they are delayed from the manufacturer and delayed in two week increments. Customer service reps and supervisors have verbally told me that I will receive some sort of refund once all my chairs arrive. As of now I am expecting a larger discount then the insulting 10% they offered me before for having to wait what will be an additional 7 weeks from the first delay now that the chairs are on sale for what would be close to the same price with their 10% offer. Additionally I contacted the Value city social email that replied to this message and they were of no help and did not reply. Seems like their only job is to reply to bad reviews in order to save face and make it look like they are trying to do the right thing. UPDATE 8/24: Only 2 of my chairs arrived. Remaining 4 are now due 9/7. UPDATE 9/7: No chairs arrived. Now expected 9/21 UDATE 9/21: last 4 chairs...

ABSOLUTE WORST CUSTOMER SERVICE !!! When the furniture was delivered the table wasn't what we ordered and the sectional was missing several pieces. (all things that happen) We tell the delivery guys that it is no problem we will just need an updated receipt to reflect the missing parts and the delivery refusal for the table. The delivery drivers told my wife she was wrong and that what they were trying to deliver was correct. They also said that they can’t update any receipt. At this point we are calling Value City rapid fire with no answer. We asked the delivery guys to call them for an answer at which time they pretended to make a phone call and just left my house. Not one minute after they left my house I receive an email saying that I accepted the delivery with my FORGED signature at the bottom of the email. I then drove all the way to Robinson from Monaca to talk to someone since they don't answer their phone. I told them that I had called 33 times with no answer. They told me I was lying and there was no way I called that many times so I showed them my phone. This really upset the manager because he claims he spends the whole day answering the phones. He also tried telling me I was wrong and my receipt was correct even though he couldn't point out to me on the receipt where it said refused delivery on the table or the couches missing pieces. Then the manager was explaining that he has no control over the delivery drivers and it’s not their fault they FORGED my signature. At this point I was in the store in front of a few potential customers explaining to them how what they were doing isn't right and this FORGED receipt is un acceptable. The manager not wanting the other customers to hear this he threatens to call the cops on me. I told them to call the cops because I wasn’t leaving without a receipt that was correct. The police show up. The police officer tells me that “I’m pissing in the wind with these people that if I wanted results I needed to contact corporate”. Since then I have placed over a dozen calls to corporate where the longest I waited on hold before hanging up was 43 minutes. I still haven’t got through to anyone. Still don’t have an updated receipt for anything. I will be contacting the BBB as well as filing a criminal complaint for the forgery.

Ps. I had to leave in the middle of my friend’s funeral because of how unprofessional your employees are and for the way they were treating my wife. Attached is a picture of what I ordered and a picture of what we received. It seems pretty obvious that they are not the same but this didn't stop the delivery guys from telling my wife...

Disappointing Experience with VCF Store – Robinson Location

I made a purchase at the VCF Store in Robinson (1400 Park Manor Blvd, Pittsburgh, PA) on November 23rd, consisting of a 5-piece sofa, a queen bed, and a mirror dresser. The agreed delivery date was December 24th, but the entire process has been an ongoing disappointment.

On December 23rd, I received a call stating that the dresser was damaged and would not be delivered, but the rest of the furniture would arrive as scheduled. However, no one contacted me that day to provide a delivery timeframe. I had to go to the store myself, only to find out that no delivery had been scheduled due to an internal mistake. They apologized and rebooked the delivery for January 2nd.

On January 1st, I received another call informing me they were still unable to resolve the dresser issue but assured me the sofa and bed would be delivered. On January 2nd, only two pieces of the 5-piece sofa arrived, and the bed was missing entirely. When I contacted the store, the manager acknowledged the situation and promised to refund my delivery fee, which I appreciate. However, this gesture does not resolve the underlying issues with the order or the inconvenience caused.

This experience has been extremely frustrating, and the lack of communication and accountability is unacceptable. While the offer to refund the delivery fee is a small consolation, it doesn’t address the larger problems. I am deeply disappointed with the customer service and will definitely share the issues I’ve had. I strongly recommend that no one buy from this store.

ADDING NEW DEVELOPMENTS

I went, again, personally to the store to claim my money back, as they are clearly unable to solve the problem quickly. The manager’s response was that they could only process the refund after collecting the pieces already delivered. Honestly, this is just getting better and better. They are the ones who failed to commit to the agreed dates, messed up the delivery, and now want to dictate the terms of how I can get my money back. This level of incompetence is...