Business Profile

Furniture Stores

Value City Furniture, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Value City Furniture, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

874 total complaints in the last 3 years.
278 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/02/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Value city furniture did not deliver a complete set of pieces for a couch set.
Business Response
Date: 05/06/2025
Dear ****,

We sincerely apologize for the experience you've had with our company. Please know that we are committed to addressing your concerns with the utmost care and attention.

Upon reviewing your order, we confirm that multiple communications have taken place via email and phone regarding the billing adjustment and the delivery date of your items. As previously stated, the full delivery fee will be refunded upon completion of your delivery.

We regret any inconvenience this situation may have caused and appreciate your patience. Should you have any further questions or concerns, please don’t hesitate to contact our Corporate Customer Care team at ************.

Sincerely,

****** *
********** **********
Customer Care
************
Customer Answer
Date: 05/06/2025
There is no reason why I should have to wait until the delivery date. I just received another email telling me it won’t be ready until August. I’m sorry but this is completely unacceptable. I did not sign up to wait 7 months for a couch that I purchased. A reasonable estimate would have been 3 months. Anything past that is excessive. I feel that this is breach of contract.
VCF should have this couch discounted further.
Regards,

**** ******
Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a sleeper sectional on May 4, 2024. We paid around $1700 and purchased extended warranty for $300. In September 2024 the frame on the sleeper portion cracked in half and was replaced. March 28th the frame on the couch portion cracked in the same spot as the sleeper part had in the past. This time it prevents us from pushing the sleeper portion in as it is sagging the middle of the sectional portion. We have reached out to the store and had a serviceman come look and take pictures. Told us to call the store next day. We called the store next day and we were setting up delivery and questioned the delivery fee. We asked to speak to a manager and we were told the manager was unavailable and would contact us. The weekend came and went and we had received no phone call. When I called back, we were then told it was not covered because it was considered customer damage. We were told to make a claim with extended warranty company, and they denied the claim stating it was covered under manufacturer warranty. I spoke to the manager at the store it was purchased from because the store than handles the repairs apparently would not deal with it anymore. I was told she would contact me the next business day, which would have been 4/17. I have no received a phone call back and we still have a broken couch. We are 2 mature adults who take good care of our stuff and for them to say its customer damage is ridiculous. We were told because there are some scratches (from cats, but nothing major and nothing near the damage) that they deemed the couch as being used more than average and therefore will not cover it. The couch is still in very good condition except its cheaply made and the frame has cracked. No one will return our phone calls. Beyond frustrated with a $2000 purchase!
Customer Answer
Date: 04/24/2025
-------- Forwarded message ---------
From: 'K B' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Date: Thu, Apr 24, 2025 at 4:48 PM
Subject: 23230336-complaint number- *. ********- VCF
To: <**********************************************************************************************>

Attached are additional photos of the couch in question. Last I spoke to the manager **** from the Value City Furniture store manager at the ****** ******, she mentioned stains on the couch. This is not true. At this point they are doing everything possible to void the manufacturer warranty. I was told she would call me back and at that point I was going to request the photos they have because at this point, it was has been handled so poorly, I dont trust they have the correct pictures. Thank you so much for looking into this for us. We just want our couch fixed.

******* ********
Business Response
Date: 04/24/2025
Dear Ms. *************** you for bringing this matter to our attention. In our research, we were unable to find an invoice under the name or phone number you provided. Please respond with more information so that we may address your concerns adequately.
We would need at least one of the following:
The invoice number of the affected order
The phone number that is on the order
Please email this to:
***********************************************************************************************************************************************************
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 04/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23230336

I am rejecting this response because: they were just requesting additional information at this time. This information has been provided and I am still waiting for a response.

Regards,

******* Music
Business Response
Date: 04/30/2025
Dear Ms. ************ our research, we were unable to find an invoice under the name or phone number you provided. Please respond with more information so that we may address your concerns adequately.
We would need at least one of the following:
The invoice number of the affected order
The phone number that is on the order
We did not receive the information needed to look up your account.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 05/01/2025
I am going to call the number provided but I already have sent the information to the email that they provided in the previous correspondence! I am not sure why that was not received.
Customer Answer
Date: 05/01/2025
I sent an email with a picture of the invoice to the email they provided in 4/26/25.
Business Response
Date: 05/01/2025
Dear Ms. ************ see that you have talked to a supervisor here at ************** and we are exchanging the piece for you.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 05/06/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* Music
Initial Complaint
Date:04/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding ongoing issues with my recent Value City couch purchase. I previously purchased identical couches in 2017, which have held up well. I purchased identical couches last year and they've continuously suffered from serious manufacturing defects. Total order cost $2,989.Upon delivery, one couch was delivered with a defect in which the springs raised the cushions approximately 10 inches, causing massive bowing. The ottoman purchased with this set was also found to be defective and both were replaced by Value City (after 3 months). Now, I am faced with a new issue: the couchs framing has separated, and this problem has emerged just two weeks past the 12-month mfr warranty expiration.The previous sales manager I worked with, ****** *****, acknowledged these issues and urged me to reach out if I had more issues. I sent an email to her regarding this repeat issue, but the email bounced - presumably due to leaving the company.I believe these problems are not isolated incidents, but rather clear indicators of an inherent manufacturing defect in these new couches. Given that the 2017 model has not had the same issues, it's clear that the quality control for the current product line is severely deficient.I have already sought resolution directly with Value City, but my warranty claim was denied, leaving me with no recourse other than to seek further action through consumer protection channels.
Business Response
Date: 04/16/2025
Dear Mr. *************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
We do see that we needed to exchange the Ottoman and the sofa on 3/26/24. Since then, there have not been any reports that there were issues until you called on 4/16/25. At this time,you were out of the 1-year manufacturing warranty by 3 months from the original delivery date of 1/25/24. We cannot offer a service or repair.
You can call Furniture Solutions Network at #************** to set a service or repair, there will be a service fee.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:04/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a couch online for *********** was dark grey in image and the color said grey. I was delivered a dove light grey couch and told if I didn't accept it there would be a 50% restock fee. The image does not match what I ordered and now I'm being told there's nothing that can be done. I have to pay to bring it back and also a 50% restocking fee for a couch that doesn't even match my description. I recently had a baby and cannot lift a couch to move it yet alone afford a 50% payment for the wrong item. Sat on hold 4 hours and still no resolution
Business Response
Date: 04/16/2025
Dear Mrs. ************* do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve your complaint.
As per our conversation on the day of delivery, 4/15/24, we looked into the color issues online with what you have received. We see that the piece is lighter than what you thought you ordered. At this time, we offered 2 options:
We offered to re-select a different item and the color you would like.
Or to return and get a full refund. We would not be charging the 15% restocking or delivery fee due to the color issues.
You asked to keep the piece as is for 20% off and free delivery, but the request was denied.
We apologize for the delivery teams miscommunication about the 50% restocking fee, as stated several times during the calls we charge a 15% restocking fee for items return without any issues. Again,you are not being charged the fees.
We have set up a return for you on 4/30/25. This is the earliest date we have to pick the piece up. I have contacted the store to see if we can pick this up any earlier for you. Once we have picked the piece up, we will refund the card on file, the refund can take 3/5 business days to reflect on the card.
If you decide to re-select, you will need to let us know what the *** is you want; if there is a cost change,you are responsible for the charge. Please call ************* to set this up.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 04/22/2025
Joy,

as we discussed this couch is taking up space in my house and I have two toddlers. I cannot guarentee that they will not climb on it or spill on it which may impact condition.
i am policing a couch in my home for over 2 weeks because of this. Furthermore I will have to take another day off work for pick up. You cannot guarentee me a time and I was told by the original representative that would be removed by 4/26 at the latest. You also told me you would get back to me within 24 hours which also did not occur.

Complaint: 23206972

I am rejecting this response because:

Regards,

***** ******
Customer Answer
Date: 04/23/2025
*** ensured me on 4/16 that they would pick up before 4:26. I already had to take a day of work for this
Business Response
Date: 04/24/2025
Dear Mrs. ************* per our conversation on the day of delivery, 4/15/24, and the BBB complaint 4/16/25, we looked into the color issues online with what you have received. We see that the piece is lighter than what you thought you ordered. At this time, we offered 3 options:
We offered to re-select a different item and the color you would like.
Or to return and get a full refund. We would not be charging the 15% restocking or delivery fee due to the color issues.
We set up pickup on 4/30/25, as we told you in phone conversations and BBB on 4/16/25, 4/19/25, and 4/21/25.
Once we have picked the piece up,we will refund the card on file, the refund can take 3/5 business days to reflect on the card.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Value City delivered my furniture on 11/23/24 and damaged my floors during delivery. They were notified at the time of the delivery that the delivery men scratched the floors. The representative on the phone I spoke to on the day of delivery asked me to send pictures of the damage, which I did, and she would submit the claim. However, I was never contacted by anyone from value city regarding the damage. I contacted them several times and was told that the furniture was delivered by their contractor and I would have to take it up with them. The contractor is refusing to take responsibility for the damage, and value city nor their contractor is responding to my complaint. I've attached a few emails to show that they promised to contact me but have not. The receipt from value city never mentioned a third party delivering my furniture. My contract was with value city and value city needs to fix the damage to my floor.
Business Response
Date: 04/21/2025
Dear ******* *******,

      We sincerely apologize for any inconvenience you may have experienced. We want to make our very best effort to resolve this complaint.
      Your claim was denied. You have already spoken with them, but we are unable to reopen it or compel them to cover it.
      If you have any further questions or concerns, please reach out to your purchasing store location or Customer Care at ###-###-####. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
********** **********
******** ****
###-###-####
###-###-####
Business Response
Date: 04/21/2025
Dear ******* *******,

      We sincerely apologize for any inconvenience you may have experienced. We want to make our very best effort to resolve this complaint.
      Your claim was denied. You have already spoken with them, but we are unable to reopen it or compel them to cover it.
      If you have any further questions or concerns, please reach out to your purchasing store location or Customer Care at ###-###-####. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
********** **********
******** ****
###-###-####
###-###-####
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a sectional couch with the five year warranty. There's a few things that the warranty is explicitly supposed to cover. Our couch has a rip and a torn seam on one seat, and the foot rest pad has torn/broken on another seat. I've tried using the app to submit a claim, and it was rejected for including all the problems in one claim. I called the store, and it was suggested that I refile three new claims with each individual problem. The claims were again rejected, they consider the damage as "normal wear, padding/cushion collapse." I called the store again, and they said all of these are problems that should be covered. I asked for the store manager, and was told I would be called back the next day. I've received no contact from the manager.
Business Response
Date: 04/11/2025
Dear ******* *****

We received your feedback regarding your experience with Uniter's Pure Promise. We apologize that they did not meet your expectations. Unfortunately. your claim falls under the extended warranty plan, and you must contact Uniters Pure Promise.
Uniters Pure Promise is a third party company with there on set of terms and conditions. We would not be able to assist with any claims filed with Uniters Pure Promise, due to you being outside of the 1-year warranty.

If you would like to file a dispute with Uniter's Pure Promise please send your email to ****************************

If you would like to cancel your pure promise plan, you may cancel the plan at any time for any reason by mailing a written request for cancellation and the original copy of the plan to the ADMINISTRATOR, **** *** ***** **** **** ***** * ** ****9.

Please contact your extended warranty plan if you have additional questions.
###-###-####
Hours of operation: 8am-9pm EST Mon-Fri & Weekends 8am-6pm EST

Thank you
Resolution Supervisor
*********
Business Response
Date: 04/11/2025
Dear ******* *****

We received your feedback regarding your experience with Uniter's Pure Promise. We apologize that they did not meet your expectations. Unfortunately. your claim falls under the extended warranty plan, and you must contact Uniters Pure Promise.
Uniters Pure Promise is a third party company with there on set of terms and conditions. We would not be able to assist with any claims filed with Uniters Pure Promise, due to you being outside of the 1-year warranty.

If you would like to file a dispute with Uniter's Pure Promise please send your email to ****************************

If you would like to cancel your pure promise plan, you may cancel the plan at any time for any reason by mailing a written request for cancellation and the original copy of the plan to the ADMINISTRATOR, **** *** ***** **** **** ***** * ** ****9.

Please contact your extended warranty plan if you have additional questions.
###-###-####
Hours of operation: 8am-9pm EST Mon-Fri & Weekends 8am-6pm EST

Thank you
Resolution Supervisor
*********
Business Response
Date: 04/11/2025
Dear ******* *****

We received your feedback regarding your experience with Uniter's Pure Promise. We apologize that they did not meet your expectations. Unfortunately. your claim falls under the extended warranty plan, and you must contact Uniters Pure Promise.
Uniters Pure Promise is a third party company with there on set of terms and conditions. We would not be able to assist with any claims filed with Uniters Pure Promise, due to you being outside of the 1-year warranty.

If you would like to file a dispute with Uniter's Pure Promise please send your email to ****************************

If you would like to cancel your pure promise plan, you may cancel the plan at any time for any reason by mailing a written request for cancellation and the original copy of the plan to the ADMINISTRATOR, **** *** ***** **** **** ***** * ** ****9.

Please contact your extended warranty plan if you have additional questions.
###-###-####
Hours of operation: 8am-9pm EST Mon-Fri & Weekends 8am-6pm EST

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 04/11/2025
I am rejecting this response because: VCF sold the extended warranty, and the store said this is covered damaged. VCF should act as an intermediary with the service they sold, or handle the repairs on their own.

Regards,

**** ****
Customer Answer
Date: 04/11/2025
I am rejecting this response because: VCF sold the extended warranty, and the store said this is covered damaged. VCF should act as an intermediary with the service they sold, or handle the repairs on their own.

Regards,

**** ****
Customer Answer
Date: 04/11/2025
I am rejecting this response because: VCF sold the extended warranty, and the store said this is covered damaged. VCF should act as an intermediary with the service they sold, or handle the repairs on their own.

Regards,

**** ****
Initial Complaint
Date:04/12/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought a bedroom suite around 2023 sometime and when we bought said bedroom suite we were told we didn’t need to purchase the mirror for the dresser and that we could get it at a later date if desired. So that’s what we decided to do. Get the mirror at a later date. Fast forward to the end of 2024 we decided we want the mirror for the dresser. One of the salespersons tells me I can’t do that now that they can’t order just the mirror. So I call corporate office and discuss said issue with them and they seemed to be as confused as I was. The lady at the corporate didn’t understand why I was told such a thing and said she got the mirror ordered for us. It would just take a couple months to get there. Fast forward to a couple months later. Haven’t heard anything so I call the store in Fort Wayne to ask about the delivery date. I was told it would be the following Tuesday and I could pick it up then. Then I never hear anything about it. So I call back again to the store in Fort Wayne in which I was told again they can’t order just the mirror. Then we come into the store about a week after that we were then told that they have a mirror on a truck and should be here in a couple weeks. So again we wait and wait and never hear anything. We come in today 4/12/2025 and being told now that they can’t order just the mirror. I told the manager that I was initially told I could get the mirror at a later date by your salesperson when I purchased this bedroom suite. He then proceeds to tell me that they changed everything in the system and they cant help me. I said that’s funny because a lady at your corporate office told me she had it ordered and it was supposed to be here a month ago. He then tells me that she apparently didnt know about the change In the system. I said ok then I’ll just take the mirror on the sales floor. He said that he can’t do that either.
Business Response
Date: 04/18/2025
Dear ******* ******

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
We are currently looking into this matter, and we are requesting additional information. Can you please provide your invoice number?

Thank you
********** **********
*********

Customer Answer
Date: 04/23/2025

I am rejecting this response because: I just got off the phone with a resolution specialist, and was told that their policies had changed from the date I bought the bedroom suite without the mirror to the date of wanting to buy the mirror. In that time frame their policies have changed. So me the paying customer gets screwed out of a mirror for my bedroom suite when I was initially told by their sales associate that I could purchase it at a later date. It’s not my problem that your policies have changed in that time frame. That’s value city’s problem and they need to make it right. Absolutely terrible terrible customer service.

Regards,
******* ******
Business Response
Date: 04/23/2025
Dear ******* ******,

Thank you for your response. I'm sorry for any frustration this has caused you.
We have reviewed your complaint, and unfortunately we are not able to order you the mirror you are requesting.
However, we are happy to offer you 10% off of another mirror/item of your choice.

While I wish we could do more, we cannot accommodate your request.
We have notated invoice ********* to reflect the 10% discount offered. Please use this discount by 5/23/25.

Thank you
********** **********
*********

Customer Answer
Date: 04/24/2025
I am rejecting this response because: like I’ve already stated, I was lied to not just once but numerous times! By multiple staff!! That’s on YOU as the business. Not me! But I’m the one that’s gotta pay the consequences!?! Then to offer only 10% discount?! I’m literally laughing. That’s an insult. I honestly don’t care if you gave me a 50% discount. I’m done giving my business to value city and I will most definitely make sure friends and family steer clear of this horrible place.

Regards,

******* ******
Initial Complaint
Date:04/08/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BBB transcribed consumer complaint submitted by mail.
I ****** ***l paid VCF for two pieces of furniture love recliner and a single recliner on 11/14/24 and they promise several delivery dates as you can see on the invoices. The last delivery date was 4/2/25 and no furniture and what made so bad I paid to get rid of my furniture I had, so I have no furniture in my living room.
Business Response
Date: 04/08/2025
Dear Mr. ****,
Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience. Our company takes pride in delivering the absolute best service to every customer.
We have refunded the delivery fee for you; this can take 3/5 business days to reflect on the card used.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***
********** **********
American Signature Inc.
###-###-####
Business Response
Date: 04/08/2025
Dear Mr. ****,
Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience. Our company takes pride in delivering the absolute best service to every customer.
We have refunded the delivery fee for you; this can take 3/5 business days to reflect on the card used.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***
********** **********
American Signature Inc.
###-###-####
Initial Complaint
Date:04/04/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 01/27/2025, I paid in full for a Manhattan King bed, 2 nightstands, and a 1 dresser and a dining room set along with 3 bar stools, my total was over $6,000. The delivery date was scheduled for 02/13/2025. A few days before delivery Value City contacted me and stated the bed was damaged and they would only be able to deliver the dining room set. The 2 nightstands and the dresser were on back order and would be delivered on 02/20/2025. A few days before the 02/20/2025, I was told the bed was on back order still but they would delver the 2 nightstands, and a 1 dresser. On the day of delivery, the delivery company stated 1 nightstand was damaged so they would return it to the store and have another one sent out. I called the store same day to inform them I only received one nightstand and the dresser. I provided a new delivery date of 02/25/2025. This day came and left and no one called to update me. I have called the store over 20 times and eventually went to the store on 03/11/2025 and spoke with ******** and explained I wanted a full refund of the bedroom set and to have Value City come pick up the 1 nightstand and dresser that was delivered. She immediately processed my refund of $1,621.68 for the king bed and explained that the pickup was scheduled for 04/11/2025. She advised once the remaining furniture was picked up I would get a full refund of ******** which was for (the 2 nightstands and the dresser). On 03/31/2025, I received a phone call stating the pick was scheduled for 04/03/2025 for 3 pieces of furniture. I explained again that I only had 1 nightstand and a dresser, I was never refunded or received the other nightstand. On 04/03/2025, the nightstand a dresser was picked up. However, I have not received my remaining refund of ********. This amount included the delivery fee and the insurance on the products that I returned. I am unable to speak to anyone in the store and the customer service people are clueless. I AM REQUESTING MY REFUND.
Business Response
Date: 04/07/2025
Dear ******* ***** ****

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.

Our records show that a refund for $3310.63 was processed on 4/5/25. Please allow 3-5 business days for processing time.

Thank you
Resolution Supervisor
*********

Customer Answer
Date: 04/08/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* ***** (****)
Initial Complaint
Date:04/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been charged twice on my ******* (Value City Furniture) account. I should have only been charged for one hall tree and one cabinet. I have been charged for two of both of the items. Furthermore, I have called customer service 5 times and they have not been helpful.
Business Response
Date: 04/04/2025
Dear ****,

We do apologize that this has been your experience with our company. We want to put forth our very best efforts to address your complaint.

Our team has reviewed your payment through *******. We do not show that there has been a duplicate payment applied to your account through our company. If you are experiencing a pending charge, it is important to note that a pending charge is not a confirmed payment. If you see a pending charge on your account, please allow 5 to 7 business days after your items have been received for the pending charge to either post or fall off your account.

We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our corporate Customer Care at ###-###-####.

Sincerely,

****** *
********** **********
Customer Care
###-###-####
Business Response
Date: 04/04/2025
Dear ****,

We do apologize that this has been your experience with our company. We want to put forth our very best efforts to address your complaint.

Our team has reviewed your payment through *******. We do not show that there has been a duplicate payment applied to your account through our company. If you are experiencing a pending charge, it is important to note that a pending charge is not a confirmed payment. If you see a pending charge on your account, please allow 5 to 7 business days after your items have been received for the pending charge to either post or fall off your account.

We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our corporate Customer Care at ###-###-####.

Sincerely,

****** *
********** **********
Customer Care
###-###-####
Customer Answer
Date: 04/15/2025
I am rejecting this response because: I was charged for two hall trees and for two accent tables. Value City can see this on their receipt of the transaction. I only received one hall tree and one accent table. One accent table should be $215.99 and one hall tree should be $279.99 plus tax. Period. The picture I sent has three parts because the receipt on the Value City website was too long. But you can see the incorrect total and the multiple orders.

Regards,

**** *****
Customer Answer
Date: 04/15/2025
I am rejecting this response because: I was charged for two hall trees and for two accent tables. Value City can see this on their receipt of the transaction. I only received one hall tree and one accent table. One accent table should be $215.99 and one hall tree should be $279.99 plus tax. Period. The picture I sent has three parts because the receipt on the Value City website was too long. But you can see the incorrect total and the multiple orders.

Regards,

**** *****
Business Response
Date: 04/23/2025
Dear ****,

Our team has completed a second review of your payment made through *******. At this time, we do not see any duplicate payments applied to your account on our end.

For any concerns regarding your billing charges, we recommend contacting ******* directly for further clarification.

We apologize for any inconvenience this may have caused. If you have additional questions or need further assistance, feel free to reach out to our corporate Customer Care team at ###-###-####.

Sincerely,

****** *
********** **********
Customer Care
###-###-####
Business Response
Date: 04/23/2025
Dear ****,

Our team has completed a second review of your payment made through *******. At this time, we do not see any duplicate payments applied to your account on our end.

For any concerns regarding your billing charges, we recommend contacting ******* directly for further clarification.

We apologize for any inconvenience this may have caused. If you have additional questions or need further assistance, feel free to reach out to our corporate Customer Care team at ###-###-####.

Sincerely,

****** *
********** **********
Customer Care
###-###-####
Customer Answer
Date: 04/23/2025
******* charges what Value City says they should charge. Why, if you have evidence that you did duplicate charges (I sent copies of the charges) would you have such a ridiculous response? Obviously, the representative from VC did not research or check the facts of the situation. ******* charges what VC tells them to charge, period.
Fortunately, the issue may have been resolved by another member of the VC customer service team. ******* customer service says that there is a provisional credit from VC that corrects the problem As long as that sticks, I don’t have any further issues. If not, I will be filing a complaint with the state Attorney’s General’s Office and filing a lawsuit in civil court. I am waiting for the credit to be processed and that will settle the issue.
Customer Answer
Date: 04/23/2025
******* charges what Value City says they should charge. Why, if you have evidence that you did duplicate charges (I sent copies of the charges) would you have such a ridiculous response? Obviously, the representative from VC did not research or check the facts of the situation. ******* charges what VC tells them to charge, period.
Fortunately, the issue may have been resolved by another member of the VC customer service team. ******* customer service says that there is a provisional credit from VC that corrects the problem As long as that sticks, I don’t have any further issues. If not, I will be filing a complaint with the state Attorney’s General’s Office and filing a lawsuit in civil court. I am waiting for the credit to be processed and that will settle the issue.

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Value City Furniture, Inc. is NOT a BBB Accredited Business.