Value City Furniture — Local services in Virginia Beach

BUYER BEWARE! Value City delivered our sofas in June of this year. During the delivery, They dropped our chaise off the truck and gouged it beyond repair. The delivery people told us to call the store, took a picture of the damage and left. We called and left countless messages. A man came out and told us it couldn't be repaired. He told us to call the store and tell them we'd need a replacement. I finally spoke with a really nice man who seemed new to the company. He explained the couch was no longer offered. I told him we'd just keep it since we purchased the protection plan, and thought it was fair if they'd credit our bill for the cost of the chaise. He agreed and said my bill would be credited the $290.One person worked very hard to help us and I thought we could resolve the issue. Weeks passed. They did not credit it a dime and never called me again. Today is September 12th. Before writing this, I decided to give them one more shot. A woman in the billing department insisted they'd only offered us $150 and I was making things up. I told her they said before they would credit us $290 since it couldn't be fixed or replaced. I reminded her again that we purchased the protection plan. She actually said, "So, you just expect to get some furniture for free, is that it?" She placed me on hold twice, and came back on and said, "This has been going on since June, so I guess you won't mind waiting a few more days because the delivery manager can't call you back until Saturday, and my manager refuses to credit you a dime over $150. Since this is a delivery issue, it's out of our hands, dear." So thanks for putting this on us, Value City Furniture! We didn't damage the couch or discontinue the line, but you've made us feel like we are unreasonable for expecting you to honor your end of the transaction. Worst customer service experience I've ever had. AVOID...

Worst experience of my life!!! Went in for a refund first thing in the morning on friday for 370 dollars customer service rep sarina said they didn't have it store to give it to me. So I had to wait for them to make it. I dont live in Virginia at all so I basically sat and waited called around 2 still didn't have it. oh it's the 1st of the month people Are going to come in and pay their bills. When we get it will definitely call you will set aside for you I'll definitely give you a Call When we get it. Saturday Sunday Monday and Tuesday go by no call. I call Wednesday another representative answers the phone oh we made the money but nobody set it aside for you it got deposited. Then I call corporate they tell me that we normally don't give refunds over $300 he put me on hold called the store came back if you look on a back your receipt we dont give refunds over 250 were trying to help you again your customer service don't know what they're doing if that was the case I would accept that the check the 1st time I was in there in my money would already be on the way. Not what the representative told me so I waited 5 days for no reason and my check could a been on the way if you don't give refunds over $250 now I have to wait for them to make money to give me my $370 back. This is the worst customer experience I've ever had there holding my money hostage until they make it or I have to wait 2 weeks for a check making my whole refund process a 3 week long process. Not fair. It didn't take 3 weeks for you to take money it didn't take 2 weeks it didn't take 5 days. Customer service basically made me feel like they told me what I wanted to hear to...

I spoke with Dawn yesterday when shopping for a sleeper sofa for our formal living room. She took me right away to the area they were located and told me about each one. She was quick to answer any questions I had. I asked for some time to txt with my husband and make a decision. As she made her rounds she checked in with me to make sure I didn't have any further questions. When I had made my decision she again was very kind in answering my many questions. I had also decided to search for a coffee table to go with the set. When explaining what I was looking for she was able to show me some great tables I liked. I narrowed it down to 3, and finally made my decision. Dawn explained all my options as far as colors, warranty and delivery. I was very happy with my purchase. I called Dawn again this morning to make some changes to the order I placed. She was very kind and understanding, she made the changes I asked and sent a new invoice receipt over right away. Overall I had a wonderful experience with Dawn, she was not pushy in any way as I have seen in other stores. She gave me the space I needed to make my decision and I didn't feel uncomfortable or like someone was hovering over me. Depending on how much room is in our livingroom after the delivery I will most likely be making my way back in to speak with her about some other pieces. Thank you Dawn you...