Value City Furniture
Reviews and Complaints

The store has a communication problem. they send you damaged furniture and wants to repair it, but they sell it for full price. They deliver half of your purchase or none at all and it is your fault when they make a mistake.

After purchasing a dinnette set and I asked that it be put on my charge account, I was informe a week later that I did not pay for it and I am the blame, then after going back to the store to clear that up, I got a call on the delivery date which was free that they only had 1 stool and a table.

I am in the process of replacing an entire house full of furniture because of a fire loss. Between me and my girlfriend, we have seven children in need of new mattresses and beds.

I initially visited the Chippewa store on November 11, 2010 to purchase a minimum of three mattresses and possibly two sets of bunk beds. My girlfriend had been assured by Tracy [sales associate], the evening before that the mattresses were in-stock AND available. They were not. I was advised that it would take at least a week for the mattresses to arrive.

I purchased a set of twin bunk beds and placed an order [including deposit] for a full-over-full set of bunk beds. When I was told that the ordered set wouldnt arrive until November 30, I offered to PAY FULL PRICE for the display model, as we REALLY needed beds for our children. Tracy supposedly spoke with a manager who told her that the display model wasnt for sale.

On November 29, a message was left stating that our bunk beds would be available for pick up the next day. They were not. I stopped by the Chippewa store on November 30, and I told that our bunk beds might be arriving on December 2. I noticed that the display set was no longer in the store. REALLY?!? When I asked about the missing display set, I was told it had been sold and given a lame story about moving merchandise around the floor. No other displays had been moved or even rearranged since my visit on November 11.

After two lengthy phone conversations with Kirk [manager], he informed me that our bunk beds were dropped off at the distribution center. I offered to pick them up there. He then said they werent at the distribution center. And it was going to be December 19 before the beds would be available. I will be cancelling this order.

Both my girlfriend and I had repeatedly expressed the urgency of our situation. We are not simply window shopping, we are buying and will continue to buy. Everything needs to be replaced, but beds were the first priority. At this point, we have had mattresses on the floor for weeks and have been shifting children from room to room to accommodate our lack of bed frames.

In this economy, I find it truly disturbing that any company would exhibit such little concern for customer satisfaction.

Very unprofessional, rude. All customer service professional service personell needs to be fired! The whole department needs to be replaced

Try to get a hold of value city furniture? They have no customer service line! It ***! You have to already have an account to get a hold of anyone live? WTH? Worst place ever ever ever ever! The stores are worse! What a broke down piece of trash! I applied for a credit card. I have excellent credit. They told me to call back to the store in two days. They gave me a customer service number in the mean time. If you don't already have an account it's worthless. You can't even get through at all. I called the store about ten minutes before closing like they told me to do. The Plainfield Indiana store by the way. They hung up on me while they where switching over to ask me questions and when I called back I couldn't get through. They manager was rude when I went in the first time although the sales person was nice. Stupid stupid stupid! Save yourself a hassle don't go to value city furniture! They suck!

I purchased a sofa in March and paid cash for the sofa. I was told that it would be delivered April 24th. Received no call on the 24th but when checked after waiting for delivery that day I was told that there was no delivery scheduled. Went to the store and was told that it was someones mistake at the store and it would be delivered 5/8/2010. Leary about the service I called on 5/7/2010 to check on delivery and was told that the sofa was not scheduled for delivery and it would be May 20th before deliver. I cancelled my order and then was told I would have to wait one week to get my refund.

Beware of Value City Furniture's Deceptive Practices

I found an accent chair with a matching ottoman at Value City Furniture and decided to order two sets. Even though the chairs and ottomans were on backorder, the store demanded payment in full and only gave me an approximate delivery date. Weeks went by, and every time I called to check on my order I received a different story, first "the chairs will be delivered in four weeks, one ottoman in another 4 weeks and the other two weeks later" then the next call "oh - you should have one ottoman in three weeks and we won't have any chairs for two months" once the store even called me to give me delivery dates, which of course passed without a phone call or furniture delivery.

After several more calls and being given ever changing delivery dates I went to the store and cancelled my order. After explaining to the cashier why I wanted a refund, she shook her head and was not the least bit surprised.

Frankly, I don't think they ever really intended to deliver the furniture, I think it was a stall tactic to use my money to either pay their bills or get the interest.

A long story that I will summarize. Ordered a leather sofa and loveseat and told it would be delivered in two weeks. Got a call two weeks later saying they are delivering our black set but of course we ordered white. They delivered it but it was damaged. Since they only deliver during normal working hours we had to wait until the following Saturday (wasting the whole day since they only give you a 4 hr window the day before) then called that day to say sorry but the new one is more damaged that the old one. They then offered to attempt to repair the old one but since their repair hrs are the same as their delivery ones, once again the only time would be the following Saturday. We said no, just bring a new one BUT only if you promise to deliver it before 10:30 so we wouldn't waste a full third Saturday. They agreed but of cource two weeks later they forgot even though they had notes on the account stating the agreement. I said fine, I'm done, come get the junk. They said they would be there by 11:00- then called saying 11:30 then 12:30 then 1:30. So for the third Saturday we sit here wondering if they are showing up. Not sure if they are liers or simply incompetent but either way when we go shopping for the other items we are purchasing very soon such as the kitchen table, bedroom furniture etc. you can be sure we will not consider Value City. I'm sure our friends at work, in the neighborhood, and church feel the same after hearing our story and loss of about 15 hrs of our life.

I have purchased several pieces from Value City Furniture in the past. I had a couple problems with a few but they were quick to rectify it. This last trip to the showroom only made me change my mind in purchasing there now. All I wanted this time was one simle accent chair. Its under $100. Yet, they charge a delivery fee of $100 as well. What? Thats absurd. It only told me one thing: I will never buy from them again. If they want to bring in new customers and keep the old, then get rid of the delivery charge. I will definitely go elsewhere where they dont charge a fee.

We bought a leather sectional for over $2000 dollars from here in March of 2010. Here it is less than a month later and the thing is falling apart. There is stuffing hanging out already, the back of the recliner is loose, the chaise when reclined flips back with you, and it is built like cheap trailer furniture. When I called and asked to return the couch and get my money back or exchange it for another one I was told that I couldn't do that and that they would repair it. I don't know how they expect to repair a chaise that flips back when it reclines, but what choices do I have. I was told that if they could not fix it they would replace it with the same couch style. Well, who wants the same couch when in less than a month the one you already have has stuffing handing out of it and flips back with you, along with the back on the recliner being loose? We also paid over a $100 for what we were told was a 10 year extended warranty which turns out to be a 7 year warranty just on the fabric and only a 1 year on the structure of the couch from the manufacturer. All I can say is BUYER BEWARE OF THIS JUNK!

Value city furniture is so crappy i bought two kids dresser's from there and soon as i took them out of the box they fell completly apart. I took them back and they gave me a big hassel about giving me my money back their employee's are so rude their furniture is so cheap and they staple their furniture together how cheap is that they have poor furiture, poor quality and poor customer service i wouldnt rekamend any body to go there the bottom line is if you want good furniture please dont go to value city their crappy.

So, I'm not a customer of this store, exactly. but I'm still posting here. You should know that the management of value city furniture runs their business selfishly (why do you think they push services down your throats? they don't want a malfunctioning chair collecting dust in the warehouse) and if you're wondering why your furniture arrives in disrepair, you can blame the contracted delivery guys, who technically don't even work for Value City Furniture.

If a customer has an issue with the placement of furniture after the delivery guys leave, they're out of luck. We wont come back to fix it.

And if your furniture ends up on back order, don't shoot the messenger (who may not even know exactly what happened because management didn't tell them), ask to speak to a manager if you have an issue. We call these over-allocations, and they're on the daily morning office checklist to do. There isn't much that even the manager even is going to do about it, other than maybe *** your delivery charge if you push the issue.

The salesmen are paid complete commission. So if they're a little pushy, or if they fib a little bit go get you to buy something, that's why. They have a draw of $11.50 per hour full time, but they need to sell enough commission to avoid paying back part of that draw to management (though, I hear management doesn't actually chase after $500 or $800 after someone has been fired).

I was fired for asking too many questions and not knowing things well enough. I wonder if that was the real reason. Or, if the real reason is that business is slow and they didn't need to schedule me anymore, but they couldn't actually say that.

Take this for what it's worth and be the judge for yourself.

back braces broke, seat braces broke, tuffed cushines came undune, within a week and ahalf after it was delivered.i have ms and they want to take the sofa for 3 to 4 days leaving me with nothing to rest on. i feel that if the sofa broke down in that short of time, it must not be quility for the price we paid. asked if we could exchange for another brand and the reply was no. we did not ask for our money back, we paid cash, not credit.3

I purchased a bedroom dresser and futon from Value City Furniture in August of 2007. A month later I started having trouble with both pieces of furniture. Since, I paid extra for repair, I contacted the Falls Church, VA store and informed them that one of drawers in the dresser would not open and the futon tore and I was having trouble opening and closing the frame. The young lady made me an appointment, but no one ever called to confirm. I continued to phone, but was told to call back each time. Finally, in December 2008, someone called me back and gave me an appointment for Jan 13 09. The gentleman who arrived was very nice and fixed the tear in the futon, but took my drawer back to shop because the wooden bar was larger than the slider. After two weeks, I called the VA store to find out the status of my drawer and was told to contact the New Carroltton, MD store. I called the MD store and asked about my drawer and told to call back to speak with the person who schedules repairs, which I did. It became apparent that the young lady who does scheduling does not work in the morning or early afternoon. When I finally spoke with someone two weeks ago, I was told my drawer was ready and I could come pick up the drawer, I explained that I work in VA and it would be a little difficult for me to pick up the drawer. Since, I would be off the following Friday, I asked if I could schedule a delivery on 6 Feb 09. I was told someone would call me back to confirm, but I never received that phone call. Since 16 Feb 09 was a holiday, I figured I would go and pick up my drawer from the New Carrolton store, so I went on their website to get the phone number. While I was on the website I clicked the link for futon's and noticed the frame I have was not erected correctly. I called the store and asked if I could come pick up my drawer, since I called earlier in the week and was told it was ready. I was placed on hold and later told that I could not because the young lady who does scheduling was not there and would not be in until tomorrow and to call her tomorrow at 3:00pm. I asked the young lady why I could not come and pick up the drawer since it was ready and I was placed on hold again and told that I needed to speak to someone tomorrow at 3:00.
To calm myself I took the futon off the frame to check if it would be difficult for me to flip the bottom frame and put it on correctly, so the futon would stop sliding of the frame. I noticed that some screws were screwed in using washers; some washers on top; some on the bottom and some screws did not have washers at all. Now I understand why it is so hard to return the frame in a sitting position because the back head frame is probably on backwards. So, now I have to wait until tomorrow to see when and if I can pick up my drawer.

I purchased furniture from Value City Furniture on their so many months same as cash. Our term was up on 12/28/08. I mailed the payment out somewhere between 12/15 and at the very latest12/19. They claim that they did not receive the payment until 1/5/09 which cost me $330. in finance charges. I find it extremely hard to believe that this payment took 2.5 to 3 weeks to get from Charlotte to Texas and it just so happens that because it went by regular mail I have no recourse and owe the $330. I smell a ripoff. I will be contacting the BBB. If anyone has any similar stories please email me at [protected]@aol.com.

My fiancee and I went recently and purchased over $1500 worth of stuff (I think all told it was more like $1800). From the time we walked in the store 5 different sales people came up to us and we turned them away because we wanted to check out everything on our own first and then once we talked about it and made a decision we would find a salesperson and order the stuff. So we found what we wanted and first the price was wrong. Online this set was $549...in the store $899. So we asked about the price and they came back and said that it had "just gone on sale" and the floor model wasn't correct. So we order a chair and a 1/2 and a sofa for $549 and a $200 ottoman to match. This gets us to the $750 needed for the 6 month interest free financing...or so we thought. Well they come back and say that the ONLY chair and a half ANYWHERE is the one that we are looking at on the floor and they could sell us the floor model "as is". Well obviously at this point I'm not going to order a "used" product for full price so I ask them for the ottoman for free since i'm taking both items from the floor AND i have to figure out a way to get the two items to my house since they "can't deliever" as is furniture. Well they end up coming back with "the couch for $300 and the chair and the ottoman for $300". So basically I got the ottoman for $50 and I'm happy about it but still need to get to the $750 to get the financing. So now with $100 to spend we decide to look around to see if there are any end tables and/or coffee tables that we liked. During our table search we decided that we might as well go for the 1-year financing thing and spend 1500 since it ends up breaking down to the same amount every month. So we add the accent chair ($179, i think) for the couch, two end tables (about $140 each), a coffee table (about $180), and then two night stands ($200 each) for a bedroom set that we really like. So now we have all of this stuff picked out and we go to the sales area and they start their games.

Well since we are taking two pieces "as-is" they have to be on a seperate invoice (why? I have NO idea). So they now take the $300 for the ottoman and the chair and a half on to a seperate invoice and the rest of the stuff on another. They charge the interest free account for the main invoice with things added to it so that it is over the $1500 needed and then refund part of it to compensate for the $300 for the "as is" invoice (not sure how legal that was on their part, but I'm purchasing all of the stuff together so I don't think I did anything wrong). Well in this process they somehow drop our accent chair from the receipt (neither myself or my fiancee notice this until after the FIRST delivery). So we now have all of this stuff paid for and we find out that everything should be delievered the following wednesday except for the couch which they said was in stock at a different store but they couldn't deliver it until the 23rd of January (two weeks later). Why they couldn't I have no idea, but we went with it at this point because we were growing VERY frustrated.

We go home and the following day go to Home Depot to buy a new area rug to match our new furniture (please keep in mind that we are 24 and 25 and making one of our first "major decisions" together). We spend $200 on a nice area rug to match and use the home depot rental truck to go to Value City and pick up the chair and a half and ottoman (Not a bad idea if you need to rent a truck for only a few hours...you don't pay for gas or mileage and its $20 for the first 75 minutes and $10 each extra hour).

They call us on Monday and tell us that they will deliever the furniture on Wednesday between 12:30 and 3:30. . . I now take a full day off of work because living in the DC metro area there is no way that I could get to work and back by 12:30 (and get anything done) or go in late and have anything done then. At about 3 p.m. I still haven't heard anything from them so I decided to call just to check in and make sure they could find my apartment (its not exactly the easiest thing to find because my actual building is off the main road and blocked by another building). The warehouse manager tells me that they got slightly behind and they have one stop and then they will be dropping off my furniture and should be there between 3:30 and 3:45.

Its now 4:15 and still nothing...

I call them back and try to find out what happened...they tell me at this point that they got stuck in traffic and would be there in 20 minutes...and they were on their way.

At 4:50 the actual delivery people call my fiancee and tell her that they were running behind and would be there in 20 minutes (not knowing I had talked to their boss and he said 20 minutes several times already). I now email their corporate office (since apparently they have no phones at the office, or at least that's what I was told by EVERYONE at their store.). I also called the warehouse manager back again to find out what is happening because its now 5:15 (she didn't let me know they called her until about 5:20) and I'm very frustrated. They tell me at this point that he doesn't know why they aren't there yet and that they would refund my $120 delivery fee.

FINALLY, at 5:45 they show up and drop off two end tables, a coffee table, and two night stands. I don't even realize that there was no accent chair because I was too pissed off that it took til nearly 6 p.m. and I had been sitting at home all day waiting for them.

I leave and go to dinner with some friends and when we come back my fiancee goes "So where is the accent chair?" We now take out the receipt and look and somehow it is dropped from the receipt. I call and try to find out why it was dropped from my receipt at the store and the only thing they can tell me is they don't know and that I could order it for $400 (it was $179 in the store when we were there). I told them that they should give it to me for free with all of the problems that I've had with this process. They tell me they can't do that but they could give it to me for the sale price that it was when I ordered the rest of my stuff...oh wait, they obviously don't keep very good track of that because they said it was $239 at that point. I told them then I wanted it for $109 and to keep the delivery fee (because then obviously the sales tax is less, but they couldn't figure out why it would be less).

We finally order the accent chair and we now expect the accent chair and the couch to be delivered on the 23rd along with an exchange of one of the night stands because it has a huge gash in the wood on the front and they put the wrong handle on it (with one screw instead of two and then used glue to sort of hold it there).

Well they called Tuesday (Jan. 20th) in the afternoon and told me that the sofa had been discontinued and they didn't have any and that the order was dropped.

We immediately got in the car and went to the store and flipped out. Finally after arguing with them at the store the Operations Manager comes out to us and starts talking. FINALLY! Someone who understands customer service and realizes how powerful people who complain can be to their business. Somehow for a couch that "doesn't exhist and is discontinued" they had THREE...count them...THREE...in the woodbridge, va store. Two of them were damaged (with small holes on them) and then the third was fine. So now we are getting the couch but it took us going there and basically screaming and causing a scene in the store til they "found" three...THREE...couches.

My husband and I bought a couch, loveseat, ottoman and chair for our living room in August. We had been warned by a friend not to buy furniture at Value City, but I really liked the style of the furniture and because the salesman sold us a warranty on the furniture that covered it, I felt safe. My friend agreed and said that if she had bought the insurance on the furniture she would have been OK. So I thought everything would be fine. Wow, was I wrong!

We bought the couch and ottoman new. The salesman pushed for us to buy the loveseat and chair “as is." He explained that the damage was minor and the warranty would cover any new tears, rips or structure defects if they appeared later. He said the “as is" damage (which had already occurred) would NOT be covered under the warranty. My husband and I were fine with that because the damage was just scuff marks the salesman said occurred when the cleaning crew was cleaning the floors in the show room and they were on the arm of the chair that you couldn't see because of where we were placing the furniture in our house. We paid cash for the furniture and didn't think twice about our purchase. We had insurance on our furniture through the company.

About a week after we got the ottoman home the fabric on top started to come undone and there was a tear in the arm of the couch. I called Value City and they said they would be out in a few days to fix it. They fixed both pieces and then I noticed that there was a tear in our chair on the inside where the back and sides meet. It hadn't been there before and the back looked like it was breaking down. I called the company and they told me my insurance was only on my couch and ottoman. I was shocked. I had specifically asked the salesman if all the pieces were covered and what was covered and he had assured me everything was covered for seven years -the fabric, the structure, everything. We even talked about scenarios like if the legs fell off, pieces broke or if the cushions went flat. I didn't need the warranty to be good for seven years, because I figured I would buy new by then, but I felt reassured about it. Now I find out I have NOTHING close to what I was told as far as coverage and here is the strange thing. The girl in the office told me I ONLY have fabric protection. I about dropped the phone when she told me that. She also said I already had a maintenance charge on the account the DAY I purchased the furniture? So instead of buying insurance like they told me I was doing, they put a maintenance charge on my account before anything even happened to it. I don't know what is going on, but this sounds like deceptive practices clear and simple and I can show you pictures of the poor quality of furniture I have.

I demanded the company come and get the furniture since I have had it less than two months and refund my money, but they are refusing. I don't even care if they pay the money to another furniture company. I need furniture, but it has to last me. I feel sick to know I spent so much money on something that –at this rate- won't last me 6 months!