ComplaintsforValue City Furniture
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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a sofa back in August of 2022 from Value City Furniture. While we were there - the salesman gave us a brochure, telling us about a warranty we could purchase that would cover any damages to the couch. The brochure is very vague and he was selling us on points that did not exist. This was the first issue (will attach brochure). This year, I got engaged and we were moving the couch from my apartment to my fiancs house. In this process, a loose wall decoration fell and tore the couch cushion as we were crossing from the kitchen to the living room. There is like a square entree-way where the wall decoration was above us on the top part of the entree-way. The fall of the decoration was due to the position on the nail that was holding it there, not caused by us moving the couch. In the exclusions, they state they will not cover damage caused by moving. I have been talking to many people on the phone trying to explain that this was not caused by us moving, we did not bump anything, we didnt do it ourselves and the incident wasnt caused by us moving the couch. It was unfortunate timing that the decoration fell on its own because of the position on the nail and fell during the moving process. The wording and meanings is EVERYTHING there. I will attach the wording they have as well. Conveniently, every time I call the store, the manager is in a meeting and whenever I talk to the warranty company, they do not hear me out at all. I need help solving this issue as these were the reasons we paid for the warranty, what we were sold on, and what they should be covering. We wouldnt have purchased it if it wasnt going to cover anything and I believe at this point they just do not want to follow through on the promise we were given and are trying to find any out possible. Tried calling and emailing with them MANY times to resolve this issue.Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchases ******* worth of furniture May 27. A couch, a queen *** set, and 2 accent chairs.Upon delivery, the queen size box spring was not a stand size, yet a 5'platform. the couch had stains and the seat back cushions(cores) are not even made of foam. after 1 week of use, the formation looks like they are 10 years old. One accent chair has flawed fabric and the other accent chair seat back did not line up. After a week of use, I decided the *** was not for me so I went back in to pick out a new ***. I was told a service man would come out to service my complaints and that a new ***/ box spring would be delivered. They sent out a crew to pick up my old ***, but did not have the new *** on the truck. they told me they would deliver on the following Sat. then retracted the next day and said I had to wait out another 2 weeks. that date, came and went, I called back again and spoke with ****, who promised to talk with management and call me back the next day. I waited until 4:40 the next day, no call back. I called in to speak with her, another lady put me on hold, 25 minutes later a call center member picked up the phone. they too could not get **** to come to the phone. Needless to say, there has been no talk about the couch or replacing the chair, this is just the ***. I asked the repair man when to expect resolution and he told me by Christmas. He was not kidding! I finally called and asked for a manager and spoke with ****. I asked to return all furniture and to give me a refund. He also said, I need to speak with other management but PROMISED up and down he would return me a call. that did not happen. I now have called and spoke with my salesman *** , who would not give me a name of a manager or a corporate phone number so I could escalate. This is the WORST customer service I have ever experienced. I have taken 4 days to stay home for their "service or delivery" 2 months later, NOTHING resolved.Initial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We bought our furniture last February, almost exactly one year ago. Since we have children we opted, and agreed to pay for the extended warranty. We did so due to have five children, and we figured theud spill milk, or formula. Well, we were right! They spelled several times. And one of the spells we attempted to file a complaint, it was very difficult and I was on hold for ages. I eventually got disconnected. I was actually able to get that stain out myself. It was formula. Two weeks ago we had a babysitter while we went out of town. Several spots with milk, and juice were spilled. I contacted him the first available day during business hours. I was told to file a complaint online, which I tried to. I have several screenshots verifying my attempts. I had to call back and have the gal walk me through it, and again it did not work. She figured she would do it on her end, and it still didn't work. She said somebody needs to fix it and she would be in touch later on. I never heard back, but I was able to refile the complaint several days later. The complaint must denied. I paid for the warranty, and they said that spelled milk / formula would be covered as a stain. But they still denied it, and they have no reasonable explanation for it. It's in our warranty, and it says that we have coverage for stains. We reached out immediately after the incident.Initial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
$11,000 worth of furniture ordered and every single piece came damaged. Multiple stains and cracked wood. Multiple delivery mistakes from wrong dates to shipping to wrong location. At one point lied about truck breaking down in an attempt to avoid messing up again. The worst customer service I have ever experienced including complete lack of follow up. Have attempted to resolve issues for months. Have contacted corporate and asked for supervisors and continue to get run around. Have asked for full refund and was told Id need to pay $1500 to return the damaged furniture. I will NEVER shop at VCF again or set foot in the ************, ** location.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.