Value City Furniture — Local services in St. Matthews

Sorry this will be a long one..,I have been buying furniture from valu-city for the past 20 years, and after this experience I will build my own furniture before I even think to do business with them again. I have been waiting on my entertainment center since 12/28/2024 and no I still don’t have it. The day they delivered it the base was broken and its glass and the entire right side was shattered. They also brought 2 right side piers instead of a left and a right. So they left the broken and incorrect stuff there why I do not know. They scheduled for a delivery in mid-January just to call the day before and move it to the end of January. Then they called at the end of January to move it to mid February. And then they called again to cancel and move it to February 22 all because they said it was on back order. I finally blew my top on the last reschedule day because I arrange a day ahead with people to make sure someone is there to let them in and my god I’ve had broken glass and an entertainment center in pieces in the living room since December. So I talked to a manager when they tried to reschedule for march 19th because they didn’t have the left pier and didn’t want to make 2 trips. I said that’s unacceptable because if I at least had the base I could get my tv off my couch and pick up some of the things off the floor. So they were supposed to bring the base on Tuesday the 25th no one called no one showed up. So I went to the store again they apologized and offered to take $600 off. They scheduled it for Tuesday 3/4 and the manager said if you don’t get a call by 3 pm Monday call me. I didn’t get the call so I call and guess who is off? So the girl who did answer the phone said I was in there for a delivery for Tuesday. So I again got it worked out so someone was available. And guess what didn’t get delivered on Tuesday. I again went back to the store and they gave me some lame excuse about their systems not communicating. So now it’s supposed to come tomorrow Wednesday 3/5. I was supposed to get a call from the store to give me a time frame. Did not get a call yet, so we will see if this delivery happens. And mind you I still have to wait on the pier so all of it will not be in tomorrow if anything comes at all. Now why I didn’t just get a refund…,for 1 I’m already out 3 months and I’ll still have to schedule something for them to come get the broken furniture. Second it’s financed through synchrony so once they grant the refund I’ll have to wait god knows how long to get a check from them for what I’ve already paid. So be very leery before buying anything because they pretty much have me screwed from every angle and they show how little it matters. This will be my last dealing with this company regardless if whether I eventually get the furniture or not because I think I’ve been more than patient and their I’m sorrys do not make up for all my lost time and everyone who tried to help me by meeting them at my house. And I’m sorry but $600 off a $3000 entertainment center isn’t worth all of this. At this point they should have offered a way deeper discount or at the very least keep an eye on this order knowing it’s been such an issue instead of having the customer chase it down. But get they got the money so they can’t be bothered with seeing this through.

update*so they were supposed to deliver the final piece tomorrow….well guess what I’m again not on the delivery and now I supposedly got both of my piers. I mean this is just getting ignorant do not shop at this company period once they have you month they do not care whether you get...

I DO NOT recommend purchasing anything from Value City Furniture. My experience with them has become "The saga of the couch cushion" among my friends.

I purchased a couch from this store back in 2020. I knew that due to the pandemic I would probably have to wait awhile for my couch. When it finally arrived in October, I was disappointed that the chaise lounge cushion it came with was for a couch a size larger than the one I ordered.

This is when I began contacting Kim, trying to switch out my larger cushion for the proper size. This has been going on since OCTOBER, it is now the middle of April. I didn't have to wait this long after purchase to receive the rest of my couch- but for some reason, a cushion is taking 6 months?

The last e-mail I received from Kim, she told me it should be in house by March 17th and that she would contact me once it arrived. No word from her for weeks. I emailed her again about a week ago with no response. When I called the store earlier today to figure out where the heck my cushion is, they informed me that Kim no longer works there. OK- I realized that's why my e-mail was completely ignored. I guess no one is taking care of Kim's e-mails. I called this morning to get this sorted out, and was told a manager would contact me today.

It is now the early afternoon and I still have not heard from a manager. I am livid. This is absolutely unacceptable customer service.

The saga of the dumb couch cushion and horrible customer service continues. Will update if they ever sort this out for me.

UPDATE:

A few hours after posting this review (4/19/21) I did receive a call back from VCF. The man that called sounded half asleep, but he said they would try to track my cushion down and would call back when they find it.... and so the saga continues

4/24/21 : I got a call yesterday from Tammy, whom I could tell was working to resolve my cushion situation. She has been extremely helpful and kind so far. Although she did locate the right cushion for my couch, I do still have to wait until June for it to arrive. Despite my appreciation for finally encountering a helpful person at VCF, this entire experience has left a bad taste in my mouth.

6/15/21: I was told the cushion should be here on 6/9. So far no one has reached out to me. I called earlier today, the manager was busy but I should get a call back at either 3:30 or 5:30 today. I have grown to hate this couch. It's ugly and not very comfortable and DEFINITELY NOT WORTH this ridiculous run around.

6/15/21: Later that day.... I received a call from Sonya. She says that Tammy is now no longer with them (I suspect she and Kim have run far away). She read through the long, long trail of notes this cushion has incited. At the end of it all, however, she says I must wait until AUGUST 9th. I almost started crying ya'll, I definitely cursed a lot. I AM FURIOUS. I will tell the world how horrible this experience has been and to AVOID VCF at all costs. I don't care how cute you think that chaise lounge is, IT IS NOT WORTH IT. Go somewhere else.

7/1/21: I finally received the proper couch cushion a few days ago. The couch still isn't all that comfortable & I will likely NOT be shopping at VCF anytime soon. I do appreciate that Sonya was able to get the cushion to me...

We ordered a new bedroom set in March 2021. Initially it was reported it would all be ready in late April. This was delayed however we have been understanding due to nationwide issues. We got the chest around June no problem. The original dresser came in August however had a completely cracked side that had to be returned. Now in January of 2021 we received the bed and new dresser. Nightstand is reported to be delayed until March. No problems with dresser. Bed was delivered without hardware to assemble on a Saturday and we were told they would return Monday or Tuesday they would be back to fix. Turns out it never got reported as they said and then delivery couldn't be scheduled until Friday. Once Friday arrived the team came and discovered they were missing hardware still so we are back at square one. We have now moved all our furniture 2x to accommodate the assembly and altered schedules. We still do not have a functional bedroom with no bedframe and pieces of unassembled furniture blocking our dressers. We are told we would be getting a call in the "next few days" about when they would be able to fix it.

We will not purchase from VCF in the future. We are understanding of mistakes and delays but this has been beyond anything I had imagined. It should never take (at least) 3 visits to deliver and assemble a bedframe after months of waiting.

UPDATE: Third attempt to assemble bedframe again resulted in not having correct hardware. So now three times we have moved furniture to prepare and just had to move back. My back is sore from the repeatative moving of...