Value City Furniture — Local services in Taylor

I guess you can say you get what you pay for, one of the main reasons I purchased the extended warranty on the two piece sectional I bought in 2021. Fast forward the frame broke in two years of having the couch, the fabric begin piling and the rest of the couch looks like we have had it for 10+ years. I filed a claim and sent photos that they asked and they had someone come out a month later. The man that came out took the couch apart left it without even putting it back together advised it could not be fixed and they would replace it. Fast forward I speak to someone through the warranty department and they advise they filed the claim and value city would reach out within two weeks. No one reached out so I called and was told that they would only be replacing the two piece side of the couch because it was a sectional and the chaise was not covered even though I purchased the couch as a whole. So I go into the store on 3/11 and talk to the manager Sam, she assures me she will get it taken care of and gives me a email to send photos of the chaise and that she will get in touch with the warranty company. Here we are a month later and I call for a follow up on 4/18 turns out Sam never followed up or even attempted to solve this issue. So now Sam is no longer at this store and now Nicole giving me the run around and I’m back at square one. after going back and forth with her for about 20 mins she finally says she understands what I was told by Sam and will reach out to the warranty company herself to try to get a replacement of the full couch and not just 95% of it, swears she will call back and follow up now here we are 4/23 and I still have not gotten a call back. Tried calling the store again and customer care had to submit a email on my behalf because neither of us could get ahold of anyone at the specific store. Lets say the customer service during this has been awful and I have literally not even gotten as much as a follow up call and the warranty is absolute garbage. Why even purchase it if it doesn’t even cover the full couch when it was purchased as one piece not separate pieces. Stay as far away from Value city and there garbage...

Subject: Urgent Complaint Regarding Warranty Service and Customer Support

Dear Value City Management,

I am writing to formally express my dissatisfaction with the service I have received from Value City, both at the Taylor, MI location and through your corporate office.

On May 18, 2024, my husband and I purchased an electric dual recliner and a manual recliner couch from the Value City store in Taylor, MI. As instructed by the store, we used a third-party delivery service suggested by Value City, as the Taylor store only handles pickups.

Unfortunately, as of August 10, 2024, the electric dual recliner is no longer operable. Despite the clear warranty coverage on our receipt, which states up to one year of coverage, the Taylor, MI location's management informed me that I would need to transport the recliner to their Novi location for repairs. This instruction is problematic, considering the furniture was delivered by a third-party service arranged by Value City.

I contacted your corporate office on the same day, and a manager assured me that they would liaise with the Taylor location to arrange for home service. However, I have yet to receive any follow-up communication from either the corporate office or the Taylor, MI location.

As a result, I am left with a non-functional piece of furniture that is barely 90 days old. This experience has been extremely inconvenient and disappointing. It appears that Value City does not value its customers or stand by its warranty commitments.

Given this situation, I regret to inform you that this will be our first and last purchase with Value City. I will be sure to let current & future customers know about your very poor and disatifying customer service so they will not have to face similar...

We walked in on a Saturday and I immediately noticed something odd: this huge store had almost no customers, just 8 salespeople sitting around on couches playing on their iPads. I should’ve trusted my instincts right then and there.

I picked out furniture and chose a Tuesday delivery date. But when I paid, they suddenly informed me delivery wouldn’t be until August 28th. I told them we’re without furniture and asked if anything could be done. They promised to at least deliver the chair on Tuesday. I checked the tracking online later… the delivery date had been changed to Friday. No one called to tell me. I had to find out on my own.

I work 60 miles from home and had made special arrangements to be there Tuesday. I called the store multiple times around 4 PM on Monday and no one answered. I had to call back three times to finally reach someone through customer service—and when I did, I got zero apology or sympathy. Just rude, robotic answers and absolutely no effort to make things right.

They lied during the sales process, made promises they didn’t keep, and once they had my debit card? They let the girl at the counter break the bad news. I canceled the entire order because they clearly don’t care about their customers. Of course, the refund takes days, because why not make it even harder for the person you just completely failed?

This was a frustrating, time-wasting, and disappointing experience from start to finish. I can now say I completely understand why no one else was shopping there.

Save yourself the hassle. Go...