Value City Furniture — Local services in West Chicago Township

So far a horrible experience. The salesmen who assisted me assured that the delivery fee would be waived if I spent over $1k. My total came to $2k plus but when I went to check out the cashier said there was no way he could do it and not sure why the sales guy said that. So I had to pay an additional $150. My mattress and bedframe were set to be delivered 6/15/23. 4 days from purchase. I got a notification that my items were in Transit, then the delivery driver called me and said only the mattress was coming, they told me it was because the shipping truck could not fit the frame, the salesmen's job is to make sure the trucks have room. He lied twice now. I talked to the delivery team the same night and they said my frame will be delivered 6/22/23. Frustrating but I'll take it. No follow up call from the store, so I called today and the salesperson I talked to is now saying it will be delivered 7/13/23!!!!! He claims that it's just a glitch in the system and that glitches happen all the time but only last a few hours. That makes no sense to me, it's a poor attempt at diffusing a situation. I will update my review with the results from 6/22/23.

So I got a response from the owner. I now have 3 different reasons my order was delayed. 1) the delivery team claimed shipping truck could not fit my frame, which is VCF job to assure shipped items will fit on the desired date. 2) the manager of store claims their entire inventory system is being switched over which affects all deliveries. I know this is a lie. If anyone from Value city would like to dispute it please reply and show proof that you have a brand new inventory software implemented on 6/15/23. 3) the owner replied to me and claimed it was due to manufacturing issues. So the sales team, management, and supposedly owner of Value city, all do not have the same story. This is the most laughable excuse of a company that I have ever encountered. If someone had just owned up to their mistakes, that could go a long way. I am excited to see how this plays out after this update. By the way, the furniture that was supposed to be redelivered for 6/22/23 is still delayed for 7/13/23. Someone messed up and is digging a hole for themselves rather than just owning up to the mistake. I will probably just return the furniture at this point. If any potential customers have any questions about this post I would be happy to send over the details that back my claim.

Final Edit: I confirmed my item was in stock and the VCF team confirmed my new delivery date for 7/22 for 2pm. It's 1:30 on Saturday 7/22, I call to check on the order and they say my order is not in stock. I ask about my order status and VCF said it might be in stock sometime at the end of August, but they cannot guarantee a stock date or delivery date, even though I ordered this in person, it showed in stock and was available to ship multiple times. This is the absolute biggest joke of a company that has ever existed. Please do...

My experience with Value City Furniture has been nothing short of disappointing and frustrating. It all started on the day of delivery when I eagerly awaited my new bed, only to be met with a dresser and nightstands instead. No communication about the bed being on back-order and when I reached out, I was met with excuses about a call that never happened.

To make matters worse, the "loaner" bed they provided was of low quality and required self-assembly, a far cry from what I purchased. Value City seemed to disregard the emotional stress of sleeping on an inadequate bed for months. Adding insult to injury, the bed frame itself was flimsy, and the legs broke shortly after.

Multiple rescheduled installation dates due to back-order issues (more than 5 reschedules) added to my frustration. Representatives assured me of guaranteed delivery dates, only to shatter those promises. The lack of consistency and accountability was astonishing.

Store representatives like Nischala and Jace showed no empathy or support, leaving me disheartened. Leadership conversations were equally disillusioning, with differing stories and a lack of follow-through. Despite assurances, months passed with no resolution.

On the supposed delivery date, the installers' rudeness and refusal to take back the loaner bed were shocking. The bed I ordered included nightstands, but the technicians insisted they didn't connect, leaving an unopened box. Their unprofessional behavior and mishandling of pick-up dates left me speechless.

Value City Furniture appears to lack accountability, empathy, and genuine concern for customer satisfaction. The communication breakdown, broken promises, and poor-quality products have taken a toll on my mental well-being. As someone valuing customer experience in my profession, I am appalled by the treatment I've received.

I've been advised to escalate to the office of the president, and that's exactly what I'm doing. My determination to be heard extends to social media, the Better Business Bureau, and discussions with my credit card company. Value City Furniture's disregard for customer feedback will ultimately be its undoing.

I urge Value City Furniture to address these issues promptly and recognize the importance of accountability and customer care. It's my hope that my experience serves as a catalyst for change before...

Wonderful experience at this place. We purchased living room set and both of the female employees were very helpful, patient and polite. Thank you. Edit: Originally they scheduled delivery about week later, then they called and rescheduled... then they called again and rescheduled. They offered to deliver recliner chair and asked us to wait for sofa but ...apparently they only assume it's going to be deliver on March 14th, yeap...no guarantee that this will happen. We are waiting for the whole set, if they will not deliver the set on March 14th then I am not sure if will wait any longer. I find it extremely disrespectful that they sell product, collect money and then just reschedule deliveries telling customer that there is no guarantee that the next scheduled delivery will happen. Edit (03/13/2024) They called again to reschedule AGAIN. It's a joke, will never buy anything from them. Unfortunately, this is how in few weeks my review goes from 5 stars to 1. Another EDIT (03/20/2024): They just called to reschedule AGAIN but at least now I got some info how this business works. They sell product, get customer money, they will tell you how lucky you are because they will deliver whatever you need within a week, then you get a phone call and they'll tell you that they have to reschedule again and again, and again...Now the "funny" part, they'll call you from some delivery center and what they "reschedule" is the next available (empty)delivery truck meaning they have no clue if they will get furniture or not. So at least we now know that the next available VCF empty truck is scheduled on 4/11/2024 to either possibly deliver my living room set or to call again and reschedule. We were thinking about cancelling this order but now we changed our mind, we will wait and I don't mind to make as many edits to this review as I need to, maybe it will help other customers to make an informed decision and avoid this business. Btw don't be deceived by the VCF reply to this review about how sorry they are, they don't contact their customers after they reschedule 4th or 5th time, they do not try to fix the problem, nobody cares, so please don't say you are sorry b/c...