Value City Furniture — Local services in Town of Greece

Loyal Customer LOST! My experience with the Greece location Value City store is heartbreaking to people in Customer Service who truly care for their customers. (Having worked in Sales, and Customer Service Myself) All I received was "I'm Sorry"

It should have been, "Let me see what I can do to help"!

It started 3 weeks ago, I saw this door buster item on Sale online. I went to the Greece store because my past experiences with them were usual Awesome. (They have since switched management- A sales rep complained to me about)

I had decided to pick up my item, because I was moving and it was convenient for me at the time. I went and the gentleman name Nick (who appeared overworked and underpaid) - was very helpful and picked out the items. He assisted with us getting it on the truck. I bought the item home and did not open it until a few days later due to my busy schedule. When I did open it- I found out that they gave me one correct piece and one incorrect color piece for my 2-piece sectional. I called the next day. The rep who answer the phone (from the Greece store) was very rude and did not help with arranging a way to get the wrong item picked up and the proper item redelivered. She pointed out that I would have to bring the incorrect item back and pick up the correct item. (Even though, this was not my fault?) I called back the next day to speak with a manager- she assisted me- we set up the delivery date for 9/19. (A week and 3 days later) AWESOME RIGHT?!?! No... Delivery came about an hour later than the scheduled time. That was a HUGE inconvenience- I had to leave work early and rush home because the person who was at my house had to leave for work. They were ready to switch the item and in checking things- realize that there was a hole in the couch (image below). I am not able to get my item until 9/26 (So they say...) I am not able to get a discount due to my inconvenience. I had to cancel my party that was this Saturday 9/21. I'm making up an hour of work. They said the only thing they can offer me was free delivery. At this point, I can honestly get the item myself! They are blaming me for all of this as if this was my fault. They are making it out as if "I should of paid for delivery services" (A sales rep said to me) like that would have solved any of this? Kal-the Ops manager was not helpful to me at all. I will no longer return to this store ever again. Dan from Corporate CARE was also not helpful for me as he agreed with the notes that was in the system. (Usually in retail they all side with whatever a manager says- They are all a team) Unfortunate truth! Although frustrated, I did not yell or cuss anyone out during our conversations Maybe I should have!

Value City Team-Don't bother posting about how sorry you are that this has occurred unless you can fix this issue!

Sincerely, An...

Ordered furniture for my sons bedroom online for the Greece NY location on 11/28, received an email confirmation with my order for a pick up date of Tuesday December 1st. Figured everything was all set so I threw out all furniture in my sons room thinking we would be able to pick up his furniture on Tuesday. Called the store on Tuesday just to make sure all the furniture was there and they said they had no record of it. Called the 1-888 number on my order sat on hold for an hour but the rep was nice and found the order and said she isn’t sure why the store doesn’t have it because my value city card was charged(her words), she said unfortunately the department she needs to talk to is closed but would call me back herself tomorrow at 4pm when they do call backs. Next day no call. So Thursday morning I call back again sit on hold for 2hrs to get a rep that was not helpful couldn’t find the order but said hold on let me try one more thing, at that point she hung up on me. I waited for her to call back but no call back, called back again to sit on hold for 1hr 45 min to get another rep she found the order but said she can’t figure it out either at this point I’ve been on the phone for 4hrs at work, I ask for her supervisor and the supervisor said they couldn’t authenticate my card, I asked if you can’t authenticate it why was my card charged, she had no idea. She said all she can do is cancel the order and I could wait a week to go in the store and re-order furniture because it’s going to take 7-10 days to refund my card! I explained I threw my sons stuff out because I got the confirmation email. She said in that case just use a different credit card to order furniture. I told her what is the purpose of having a value city card if she’s telling me to use a different one?? And furthermore they billed my credit card and now I have to wait a week for them to fix whatever they can’t figure out? Unacceptable! Worst customer service I have ever experienced! No one knows anything but value city was quick to...

I wanted to take the time to write a very special thank you to Value City Furniture in Greece, NY along with their team players, John, Ashley and Tim.

I ordered furniture from another company back in May. The furniture was to be a gift for my son as he was moving into his 1st place. This store was quick to close the sale but failed to communicate the delay in shipment due to Covid. When the scheduled delivery time was about a week away, I called the store to make sure that delivery was all set for the coming weekend. They informed me that my order had been delayed due to the pandemic and they can not deliver for another month. I asked them why they did not contact me before I had to reach out to them. They could not give me an answer. I asked if there was a way that I could purchase off of their sales floor. They said no. My furniture continued to be delayed for 5 months. My son is still without furniture but this company did nothing to assist me and every time there was another delay, I was not notified until I reached out to them.

I called Value City Furniture and the Store Manager, John answered. I told him my situation. He told me to come into the store and he and a team member would do what they could to help me.

I was amazed at the care and compassion that Value City Furniture gave to me. They LISTENED to what I needed and they took the time to meet my needs.Tim literally worked up a sweat for ME!!! It was excellent customer care.

I am happy to report that my son will have his furniture on next Tuesday. Thank you Value City Furniture! I will not stray away from you again. :)

09/09/20- Update: My son got his new furniture yesterday and it is BEAUTIFUL! The delivery team was prompt and professional. The set up was quick and when they left, they took all of their garbage with them. I am so satisfied with Value City Furniture! You all were excellent from...