Consumer Complaints and Reviews
I purchased a sectional sofa from Value City Furniture located in Alexandria Virginia. After having the furniture for several weeks I noticed whelps, rashes, swelling, itching, and sneezing after sitting on the sofa. In reviewing the sofa Construction materials I noticed it contained 90% of polyurethane foam. Polyurethane foam can cause cancer and from breathing in the fumes within the material.
I contacted Value City Furniture for a refund, and instead they tried to send me a duplicate replacement sofa. After refusing the duplicate replacement sofa, and returning the original sofa to Value City Furniture, I have been trying to get a refund on my Discover card but almost $3000. I have been unsuccessful in working with Value City Furniture and with Discover card. Beware of Value City, and by all means do not use Discover card for any of your financial dealings. If you visit the web page of the consumer financial protection bureau you will find hundreds and hundreds of complaints regarding Discover card. Buyer beware.
First time customers! They promise us the furniture we were purchasing would hook together (5 pieces, 3 for sofa and 2 for love seat) After waiting almost 3 months to receive the furniture paces and multiple trips to the store after receiving a call saying our order was in (which it was still on back order and not there), phone calls, and then doesn't fit together! Leave work to meet their guy who can't fix it at my home. Wait for Mike the manager to call me (never received a call). I call and he tells me he will call me the next day. (No call) A week+ later still no call (today 5/4/17). I call. Mike gives me multiple excuses about how their delivery truck is down. (Not my problem and don't know what that had to do with my furniture not hooking together) Mike says he will call me in two hours with a solution. (Never called. I waited an additional 30 min) I call corporate who directs me right back to him.
Mike informs me to come in to find something that will work and BOOM here comes the rape! He wants me to give him an additional $700+! Then Mike treated me like I was trying to get over on him! I would have been content had they given me pieces that had fit together like promised! Absolutely unprofessional! Mike should not be in management he has no customer service whatsoever! Never have I ever been treated so badly for something that was not my fault!
We ordered our furniture in March 14th for our move in May... Needless to say our bed came on time, however it was installed incorrectly. One piece of our sofa came and the Ottoman came. However one section was missing. No one EVER informed us that the other piece was on back order even though we were guaranteed that the furniture would be here. What a waste! The customer service is horrible. Rudest most smart mouth people ever always answer the phone. I absolutely HATE that I chose this company to purchase furniture from. Hate it!!! I'm thinking of sending everything back and just canceling the order... What a waste!!! Oh and mind you we're paying for furniture we don't even have yet!!!
Purchased a leather sectional for $3200 then paid 495 for the extended warranty. The framing over the past few months had failed in the back parts of the recliner. Their remedy is to fix or replace. Their idea of fixing is to take a pry bar and bend the weak frame into place, however the framing that was failing was wood and is busted. They closed the repair out as fixed!!
I called back in to them to let them know nothing was fixed and that we were getting ready to move in a week. They said they'd get someone on it in a rush. The night before we move nothing was done and they won't look at it while it is in storage. Again, they said they try to fix it and may have to wait on parts which could take up to 2wks after looked at for the second time. Buyer beware!! This warranty isn't worth the paper it's written on. Not to mention the quality of Value City is total junk!! And to think that I was told the whole frame was steel! Not!! I had offered to send them pics, but they refused. That wasn't good enough.
They always looked out for me & treated me like they cared. I even needed a lounge chair box & without questioning my reasons they gave me a box. I love my furniture that I brought. I will grade them with 10 stars & 100% care for their customers. Thank you for an awesome experience. I will continue giving them my support & business???
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I went to the Value City store in Hbg Pa to buy a sofa. I purchased the sofa that day and was never told the sofa was out of stock and was lied to about the delivery the next week. Since they said they could deliver my sofa so fast I paid the $90 delivery fee instead of getting a friend to pick it up in their truck. I also paid a $40 fee to pay it in installments after I was told there were no hidden costs to do so. That was a month ago, I have been told twice that my sofa was being delivered and yet no one shows up?? I've missed work and lost income, much needed income, waiting for this sofa. The mgr. at the store is always too busy to get on the phone when I call and the delivery mtg. just keeps lying to me about when the sofa is coming and why yet again, it isn't delivered again. Never buy anything from this store, it's a waste of money because you never get your furniture and now I'm out over $500 for a sofa that cost $350.
I purchased a sectional from Value City Furniture Store in 2012 in the half price section and was assured that it was genuine leather. After about a year it started peeling, the recliner was malfunctioned within the first month. I reported this to them but was reminded that the purchase was as is, 3700 dollars later one part of the sectional is completely peeled, and I am very embarrassed when I have company, and I am now unemployed. They did assure me that this sectional was genuine leather. Something should be done about these people for defrauding people out of their hard-earned money. I will always tell my friends not to buy anything from Value City Furniture.
I went in the store and purchased a sofa/loveseat combo that advertised for $629.99. I paid for the furniture, warranty ($129.99), and delivery ($149.99) in full. When I got in to my vehicle, I took a moment to review my receipt. I noticed that I was overcharged for the furniture $699.99. I went back in and notified them, and they were friendly enough and processed my refund that came to me in three days. Fast forward nine days to delivery day of my furniture: the delivery guys showed up with only my sofa!! They called the office and the office told them to let me know that they would deliver the other piece on the following day!
I was very upset due to the fact that this company had over a week to get my order together, which didn't happen; secondly, the company didn't even have the common courtesy to give me a call to let me know that they didn't have my piece of furniture. Thirdly, after I called them, the only thing that was offered was that I could take the sofa, take delivery of the loveseat of the following day, and a partial refund on the delivery. UNACCEPTABLE!! This is bad business, and now that I have read Consumer Affairs, I'm really wishing I had taken my business elsewhere. There aren't too many good reviews on the list...
I am so disgusted with the purchase of a warranty agreement that means nothing when you have need to use it. My sectional has a sunken hole in the recliner and leather is turning orange to which they are telling me those things are not covered in the warranty. The personnel is so rude and had the nerve to explain to me what the word exclusions meant. I'm looking for a new sectional but I will never go to VC again nor let any child or relative waste good money.
I bought this couch two years ago. Now it is falling apart. I called Pure Promise to fix it, but they will not. I essentially wasted 130.00 on nothing! I will never buy another piece of furniture from Value City Furniture (all junk) and Pure Promise will never see a dime (a sham).
Unnecessarily rude! I never even got hateful with them! All I asked was for the things that were covered by my warranty be fixed and because it happened 15 days ago it can't be! I was never told I was supposed to call that day it happened! Sorry I have 3 kids and a life and haven't had time to get around to it until now! They got rude with me before I even had a chance!! I told her "thank you" when I got off the phone and she said "yup" and hung up on me!!!
Had issues with products, when we spoke to Shaun who was suppose to be a manager he was rude and no help at all. In his words (Not Our Problem)!!! My husband and I have purchased 2 living room suites from Value City and I recommended to my daughter, will never recommend or buy another thing from Value City!!!
After waiting forever for our delivery chair arrived and within 5 days entire back cushion collapsed! After many phone calls requesting a refund of money and refund of additional funds for bogus warranty we were finally able to convince them to pick up the chair and we were issued an unwanted store credit which did not even include the value of the warranty purchased on this chair and ottoman. We do NOT want to purchase any other item at Value City and they refuse to give us a refund for our full amount which was paid in full at time of the purchase. This store is a rip off. The quality of their furniture is horrible and their sales ethics even worse.
My husband and I went to the Value City in Greenwood Indiana on February 26th 2017. We purchased for bar stools, a bed set and mattress. Well we went to another place and found a better bed so I called Value City right away and ask them to refund the mattress. The mattress itself was $499.99 so I got my refund a few days later on February 28th 2017 $406.58. Not even the price of the mattress so I called to inquire about my refund and they said it was because my purchase no longer qualify for free delivery and that they were charging me $119.99 to deliver my items. I think this is very poor business. Very unsatisfied and things need to be reviewed because to me this is a rip-off. I don't even get the full purchase of the item I ordered so why should I have to pay their price that they have on their sticker? I should be able to choose the price I want to pay if they can choose the refund they want to pay.
I purchased the 5 year NO WORRY Comprehensive Service Agreement on a sectional sofa at Ashley Furniture in Fairless Hills, PA. I was told at the time it would cover all issues with the furniture. I purchased the sofa in May 2015 and the zero power recliner is falling apart. The frame is now in the cushion and it is caving in on one side. I was told this was not covered under the warranty for which I paid $159.95, and it was considered wear and tear. I was contacted by a customer service manager and they are agreeing to send someone out to investigate my complaint. I'm not holding my breath!!
I went to buy some furniture (lamps, nightstands, bed frames, dresser, chest) from Value City, Glen Burnie, MD on Feb 12, 2017. The order was supposed to be delivered on Friday, 2/17. On the delivery day, only lamps show up, and that too a defective one. I had talked with both the store and delivery center but couldn't figure out what was wrong. They said they were working on the delivery and asked me to wait the whole day. That evening, they changed plan and switched delivery date to next Tuesday.
After many phone calls, they agreed to deliver it on Saturday. But guess what, they brought some defective furniture. We had to reschedule delivery on the next Monday. They didn't show up and changed the date to Wednesday. They called to confirm the delivery a day before, but on the delivery date, they did not show up. Neither did they bother to let us know. I took a leave at my work and stayed at home waiting for them. I looked online to track my order, and they had switched the delivery date to next Friday. I called them and they were not at all supportive.
When I was talking to them, they again postponed the delivery date to next Saturday. They say they can do nothing to deliver our furniture. They had even confirmed that they will definitely deliver and did not bother to let us know that their plans changed. Now they say, they do not have furniture at their store at all. They made me take a leave on Friday, the 17th and today, Wednesday. They don't even bother to compensate. Previously, we had faced the same issue, but we just ignored their carelessness. But, since they repeated the problem, I couldn't stop myself from writing a review for this terrible company. And when you talk to them on phone, they are rude. The customer service provided by this "Value City Furniture" is the worst I have ever faced.
I am not rating my furniture, because after 1.5 months of waiting, I still have not received my order. It was confirmed to be delivered tomorrow and I'm now told that it will be another 1.5 months. So I will essentially spend 3 months paying for furniture that I don't have. When I spoke with customer service, they offered free shipping, which is nice, but no explanation of the delay or even an apology. This is a garbage company that I will never buy from again.
I just want to let someone know that the employees at Value City furniture on Secor road in Toledo, OH are terrible at customer service! These employees called me a total of 7 times on top of sending emails to remind me to make a payment several days BEFORE my bill was due. When I came in on my payment date to make a payment, the employees were extremely rude to me and gave me a lot of trouble trying to make a payment. They do not need to call me repeatedly without even giving me a chance to make or miss a payment, and not only will I not be coming back for more furniture, I also fully intend to let the store come and take their furniture back, I'll be going elsewhere for my furniture needs!
The warranty is designed to deny your claim from the onset. Our sales rep misrepresented it in every way and convinced us to purchase. From the moment you call them with a claim, they start the process of disclaiming and finding ways to void it. The warranty is specifically designed for this purpose. In our case, the pet stain was removed, but the odor still existed. Guess what? The warranty only covers the stain - what? It's a pet accident and they know it. Don't let the salesman tell you - "pet accidents are covered". Wrong. Second, our couch began to sink in the middle. The warranty is designed so that if the "sinking" didn't occur from a single event (read the warranty), then you didn't report it timely, so they are not responsible? So I have to drop a piano on it all at once and be sure to call within 15 days to get you to cover a very poorly made product that you promised to cover? It's a scam. Deny, Deny, Deny. That's the policy.
My boyfriend and I drove two hours to purchase a bedroom and living room set. We were in the store for 35 minutes, found what we wanted to purchase but within that time frame not one salesperson acknowledged us to see if we needed help or anything. One sales person walked by us twice without saying a word. Needless to say, we didn't purchase anything from them since the sales persons working weren't concerned. We will never go there again. First impression is everything.
Value City and acceptance now are ripoffs. I had purchased in cash a sofa. Within 60 days the thread started to unloosen. In addition, I had financed a bed, mattress for myself and bed and mattress for my child. Upon delivery I was not totally satisfied of the quality of the furniture. It DID not look exactly as in the showroom, however, it looked nice in my home. As days went along, I saw my daughter's bed was ripped; couch thread is coming a loose and my king mattress thread is unraveling around the perimeter of the mattress. Called value city a couple of weeks ago to complain, they sent a technician out and he agreed the furniture is not in great shape and he had received several complaints from other customers regarding the quality of my furniture and it needs to be replaced/Repaired. The tech informed me value city will call me in a few days with instructions.
I should mention, the location is located in falls church, va. I specifically picked this location because I felt I would have a great customer service experience, boy was I wrong. This place preys on people looking to finance so they can rip them off. "Maha" from their customer service department called me and advise I can come pick out a new couch, my daughter's bed rails were ordered for replacement, however, they cannot replace the 60 days old mattress. I was instructed to cut the thread around the mattress.
At this time, I am concerned of their customer service abilities and how they do not strive to keep customers happy. I am not cutting any thread from a brand new mattress, literally threads were coming out the entire perimeter and tip of the mattress and I do not have time to cut nor want to, which could lead to other issues such as holes and tears. Maha told me she would give me a discount. No I want the new mattress, I had ordered, not a discount. I had asked for the manager, he came over to introduce himself, listened to my concerned, then pulled by another customer. He never came back and left me standing there for 45 minutes.
I went to the acceptance now office and spoke to emily and she informed me she would inquire that I can return the mattress with them; she got back with me the next day and told me her manager "porsha" said I cannot return the mattress only, I need to return my entire order, I found this unheard of and asked to speak with the district manager chris **. Chris called me back after several days later to tell me acceptance now has nothing to do with the quality or warranty of the furniture to go back to value city to demand help.
As of now no help or resolution has taken place after 3 weeks of going back and forth with no results and I owe acceptance now a payment for furniture I am not happy with. I am reaching out for legal advice. Acceptance now has these crazy terms. If you are a day late, a late fee with be charged. They have me at their mercy and they are not willing to help. I DID not want to return my entire order but obviously considering it, however, my daughter will be disappointed. Acceptance now and value city need to be shut down, they prey on disadvantage customers and consumers have rights.
I purchased a leather recliner from Value City. I am overweight. I asked if it would hold up to my weight, said no problem. So I bought the most expensive extra large recliner you could buy, paid extra for extended warranty. Started to fall apart in 3 months. Would not refund $ or give me a new one. Told me 3 months to repair it as they had to get parts from China. Took 4 months for part to come in, and another month in shop to fix it. Screwed up the delivery date. Get it back, and within 2 weeks starts to fall apart again. Will never ever buy from there again.
We purchased a bedroom set from the Mishawaka location this fall. We paid to have it delivered and set up for us. They were great to work with on making payments and also to set up a delivery date and time. When they got here to deliver I expected it to take an hour at least. They had it set up and all the plastic and cardboard all cleaned up in just 40 min. I was very impressed with the service and delivery. The next day we noticed some scratches on the desk top. I called them and explained we didn't buy the warranty but wanted them to know. They sent a service tech out and he arranged to exchange for a new one. Due to conflicting schedules, they said if I want to pick it up, they would refund me $40 which they did. Very pleased and will be back this summer for our other daughter's bedroom set.
I ordered my furniture and was told that it would be delivered in 3 weeks which would be Christmas Eve. Come Christmas Eve was told that my furniture wouldn't be delivered because of mechanical problems with the truck. I had company coming for the Holiday and was told that the furniture wouldn't be delivered ‘til Thursday after Christmas. So I had to rent chairs and my guests are sitting on chairs instead of couches. And all they offer me was a $50.00 gift card. Nothing in Value City is $50.00. I don't think I will be purchasing anything else from there.
My sofa sleeper broke and wouldn't go back into the couch. A representative came out for the insurance company. I waited for a follow up; after a couple of weeks, I was told someone was still reviewing my claim and would call me. A week later, still no call, I contacted them again. This time I was told, "Sorry we didn't contact you, your merchandise protection agreement is voided because your couch had some stains". I told them, I have children. I wasn't aware of any stains and what's the purpose of having a warranty if you're not going to honor it? I explained to the rep that I had children. They said, "Sorry". If you're going to buy the furniture, don't purchase the warranty. They don't honor it anyway. They'll look for any excuse to get your money and then not help you when you need them. If the merchandise product was better, I wouldn't have had to make the complaint.
I love the purchase I have made from the clearance department. Very good customer service, sellers were friendly and helpful. When I went in the store I was asked immediately if I needed help. Value City is really good and has the best deals.
Sofa set. Great service. Low prices. They have a scratch and dent. They have a variety of furniture, contemporary and throwback. They carry furniture in many colors, most stores carry dark colors but they have red or yellow sofas, furniture. Customer-friendly. They also carry rug artwork. Their delivery service great. They take time to set up your furniture in the style it in at the store. I have been a true customer for 25 years.
Value City Furniture is no good. Paid over $4,000 for a 3 piece so called real Leather furniture, bedroom set, also 3 set tables for front room. Received it in June already chair had to be service. Chair was broken. They replaced it with a better cushion. Whoever heard of that. Here you pay all this money for a so called good set and it turns out to be crap. We've never sat on the loveseat or couch and they have to be repaired. I'm at my wits' end with this company. We've never even sat on the furniture. We also have the extended warranty. Next time I will read the reviews I telling you don't fall for the nice jingle with the nice commercial. Don't buy from them please.
Bought a couch from these guys, had a small gripe in the store when the optional ottoman for it was in the clearance section for $90 but on the floor for $200. Mentioned to the salesman that I'd like to buy the clearance item since there was nothing obviously wrong with it rather than the floor one, but that we would be back later in the day to think it over. Came back an hour later and suddenly the clearance ottoman had already "been sold" and I had the buy the $200 instead. Not a deal breaker, but very annoying; halfway convinced it wasn't actually sold they just wanted me to buy it full price.
So we buy the couch, and it's to be delivered today (a Friday). Time comes and only the ottoman shows up, so I call and ask if there's another truck coming. Speak with a woman who says she has no idea why it wasn't delivered and that she'll find out and call me back. Hour later, the explanation was that they just didn't order it like they were supposed to, and now the delivery has to be a full week later (so I have to take another day off of work). They gave me $70 back (half the delivery fee) but frankly I'm very unsatisfied. That's not even the cost of what I should've gotten the ottoman for. Won't be buying furniture from them again.
Value City Furniture Company Profile
- Company Name:
- Value City