Value City Furniture — Local services in Town and Country

I bought a sectional sofa for 1200 USD last Tuesday and the sales person mentioned they could deliver it today (02/01), I took a day off at work to receive it and when the delivery guys arrived, they took the sofa out of the truck already assembled, nothing was wrapped, sofa came out of the truck without any protection. Then it was delivered to my room and they seemed like rushing to get out. I said I wanted to inspect it and after inspecting the pieces I found two scratches, one on the RFA sofa in the back, like a little cut and another one on the LFA sofa in the front (which I was seriously considering to ignore just to avoid the hassle of having to return it, but when I saw the other cut, I decided not to because it was a 1200 sofa and the cut was very visible the way we were setting it in our room). The guy said he was going to order service on it and I said I was going to call the store because it did not make sense to have service on a brand new sofa, then I called and the St Peters' store customer service said I could refuse the delivery and that is what I did. Then the delivery guy got upset and started removing the parts without any care, he actually hit my front door with the sofa which damaged my door (I could clean it up a bit but I still see a mark), then they left after he wanted me to sign to state I had refused the delivery and I did not sign, I just wrote “damaged” and put my initials. I called the store at Ballwin where I bought it (although delivery was done from St Peters store) and after talking to the sales manager, she asked me to send pics and I did. This was around 11 am, now it is 4:30 pm, I had to call the store again because I did not receive any updates, waited almost 10 minutes to talk to the sales manager and then I could not finish a sentence, she kept cutting me off and saying she did whatever she could and that they need the furniture back before they can do anything and I was like well I returned it at 11am, but she said the truck did not go back yet so there is nothing to do other than waiting. I know she is trying to do what she can, but I am really frustrated because we have a party scheduled for Sunday and I won’t have a sofa here probably considering how "fast" this is going, so I am seriously considering cancelling this purchase but I will wait until tomorrow to see what they are going to do or offer to try to repair this huge mess. I should have trusted the other reviews and probably bought my furniture from a store with better care about their merchandise and customers. I might update this later depending on how they deal with the issue but so far I would give them ZERO...

My husband and I were recently married and in need of new matching furniture. We shopped all around town going to about every furniture store there is. Many others were just too pushy or didn't have what we were looking for. Value city had lots of options with great quality. We ended up buying from there because they had the bundle package. It was spend $6,000 or more and get $1,500 off. We did pay extra for a warrant protection plan and delivery. When delivered they gave us a window they would be there but showed up 2 hours late. A little frustrated as I arranged my schedule to be available for them. Although they did call at the end of the window when they were supposed to be there and let us know they were running late. Delivery guys were great and set everything up. Yet we had an issue...we asked for our sectional to have an armless recliner next to the armed recliner (that was our only stipulation in looking for a couch/sectional going into the store). The salesman put it in the order wrong and we didn't get that armless recliner but instead that piece didn't recline. We called in the next day to see if we could get that changes. The store manager called me back today and said that armless recliner is $200 more then was they delivered us and put in the order. But since that was their mistake she is having it exchanged and what we wanted/thought we ordered is being delivered in a week. Glad with a company that can correct any mistakes. All Management was great to work with and the salesman were great; thanks!

5/18/2019 UPDATE! Well it's been over a year. One of the reclining couches stopped working. We called in as we had a warranty. Someone came out and said we need a new motor. (We believe the problem is more than that). Well I have called a number of times since then and they said they are waiting on the piece. Two month later our couch is still stuck with the head piece forward and looks ridiculous for company and can't be used. On top of that when we purchased it the manager guaranteed and we confirmed twice we had a two year warranty. We would NOT have purchase nearly $6,000 without a 2 year warranty. Well I looked on my account and it shows we have been charged $1,604 in interest this year. It was put in as a 12 Month no interest so since that date is passed they added 30% interest since conception of the furniture loan. I called and the lady simply said it was only a 12 month no interest. I informed her as the manager at the time had told us we would have a 2 year no interest. She said that manager is no longer with them.

This 1 star review will remain until all the issues above have been resolved by...

I am a regular customer at value city and this is the second time I am facing this kind of worst experience. I have purchased a 56" TV stand with fire place at Balwin , MO location . It was the week of thanks giving, they were offering 20% discount through out the store.. I bought the item on 11/21/2017 and it was scheduled for pickup in store for 11/26/2017. I had a planned trip for the weekend and had to pre pone my trip by a day so that I am here for the pick up on Sunday. However when I went to the store, the item was not ready for pick up.

I went to the customer help desk, they took some time to see what is happening told me that I will be available for pick up a week after.I asked them if they can deliver for free, since it was not my mistake and I had to take the trouble by arriving a day early from my trip, ask also had to request one of my friend to come with me for a help. They asked me to wait for a while since they had to talk to the manager. We waited for about 30 mins for the manager to get free, since he was dealing with another customer. Once he was free he said that I have to pick it up either the following week or to pay 79.99 for the delivery instead of 119.

I told them I am not ready to pay any money and also I had to waste a lot of my time and trip and also had to waste my friend's time . I also hearing that the manager said sorry and he cannot do anything to help me. I told him I was a regular customer at value city and I have purchased items close to $4000 in past couple of years and if they could do this help for me this one time. He was not ready to listen to me or look at my history and was simply saying that he cannot do anything.

At this point I told him that I am not at all happy with the response I am getting and might think about returning the item, and upon hearing that he pointed me to the phone number on the receipt and simply told me to call that number if I want to return it and I don't even have to come to the store and they would refund the money on the card that I have used for purchase.

I might pick up this tv stand next week, but this would be my last purchase at Value city and decided to buy anything this store...