Business Profile

Furniture Stores

Value City Furniture, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

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

871 total complaints in the last 3 years.
275 complaints closed in the last 12 months.

If you've experienced an issue

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:02/07/2024
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.
BBB summarized from hand written details on hard copy complaint form received via US Mail: Purchased 9-4-2023 Sorrento Brown Sofa with USB and ( a buy one get one free) Gatlinburg Recliners for $1,384.46 with debit card from Huntington Bank account which also included an extended warranty which cost $199.99. The sofa had recliners on each end but the midsection had USB on (let down) top and a drawer in the bottom for storage. This section broke the wood frame cracked, splintered at the end of October /November. Summarization: consumer called VCF and was told could not send anyone out until December 6. Then told January 31, 2024. Has had item 3 - 4 months. States "...should get a new sofa end and it should be fixed at a warehouse not my house...."
Business Response
Date: 02/08/2024
Dear Ms. ************,
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 do see you have had issues for some time, we want to offer you a re-select on the Sofa, you can go in-store or online and we can get you a new piece ordered and delivered. You will have the cost of the sofa to re-select with and the extended warranty will roll over to the new piece.
We will set delivery and pickup for the same day for you.
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,
Joy
Business Response
Date: 02/08/2024
Dear Ms. ************,
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 do see you have had issues for some time, we want to offer you a re-select on the Sofa, you can go in-store or online and we can get you a new piece ordered and delivered. You will have the cost of the sofa to re-select with and the extended warranty will roll over to the new piece.
We will set delivery and pickup for the same day for you.
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,
Joy
Initial Complaint
Date:02/06/2024
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.
On December 21, 2023, Value City Furniture (VCF) personnel came to my home to deliver furniture. Upon arrival, VCF's personnel scratched and damaged my new hardwood floors that were installed less than one month prior to the delivery. After they damaged the floors, they proceeded to threaten my husband with violence. We contacted the store and were told to provide three estimates of the damage. We did so at their request and now they refuse to pay for the damage.
Business Response
Date: 02/09/2024
Dear Ms. *******,
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 see that the insurance company is *********** ******** *******, please give us more time to look into this for you.
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,
Joy

Business Response
Date: 02/09/2024
Dear Ms. *******,
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 see that the insurance company is *********** ******** *******, please give us more time to look into this for you.
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,
Joy

Business Response
Date: 02/09/2024
Dear Ms. *******,
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 see that the insurance company is *********** ******** *******, please give us more time to look into this for you.
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,
Joy

Customer Answer
Date: 02/12/2024
I am rejecting this response because: It has been close to two months since the incident occurred. Value City is now asking for additional time when we have provided everything they asked for in 2023. I am unsure why additional time is required when we submitted the three estimates you requested. At this point, we feel as if they are playing games with us and our home continues to be in disrepair due to their carelessness and unwillingness to accept responsibility for the damage they caused. As such immediate action is demanded.

Regards,
******** *******
Customer Answer
Date: 02/12/2024
I am rejecting this response because: It has been close to two months since the incident occurred. Value City is now asking for additional time when we have provided everything they asked for in 2023. I am unsure why additional time is required when we submitted the three estimates you requested. At this point, we feel as if they are playing games with us and our home continues to be in disrepair due to their carelessness and unwillingness to accept responsibility for the damage they caused. As such immediate action is demanded.

Regards,
******** *******
Customer Answer
Date: 02/12/2024
I am rejecting this response because: It has been close to two months since the incident occurred. Value City is now asking for additional time when we have provided everything they asked for in 2023. I am unsure why additional time is required when we submitted the three estimates you requested. At this point, we feel as if they are playing games with us and our home continues to be in disrepair due to their carelessness and unwillingness to accept responsibility for the damage they caused. As such immediate action is demanded.

Regards,
******** *******
Business Response
Date: 02/13/2024
Dear Ms. *******,
Thank you for your patience, while we investigated the issues.
While we understand your frustrations, ***** is a third-party delivery company with its own sets of terms and conditions and policies. This includes the claim you have filed with *****. Please contact ###-###-####, your claim number is *********.
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,
Joy
Business Response
Date: 02/13/2024
Dear Ms. *******,
Thank you for your patience, while we investigated the issues.
While we understand your frustrations, ***** is a third-party delivery company with its own sets of terms and conditions and policies. This includes the claim you have filed with *****. Please contact ###-###-####, your claim number is *********.
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,
Joy
Business Response
Date: 02/13/2024
Dear Ms. *******,
Thank you for your patience, while we investigated the issues.
While we understand your frustrations, ***** is a third-party delivery company with its own sets of terms and conditions and policies. This includes the claim you have filed with *****. Please contact ###-###-####, your claim number is *********.
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,
Joy
Initial Complaint
Date:01/30/2024
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.
I purchased furniture from VCF as well as their extended warranty In less then a year the sofas rip at the seams On Nov 1 2023 , I call and file a claim and they told me it would take 4 to 12 weeks we are now on Jan 30 2024 and still no resolution for furniture that I am currently still making monthly payments to When I call and ask for eta they give me the run arounds
Business Response
Date: 02/02/2024
Dear Ms. ******,
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 see you are working with the store on the issues, and they have set up exchanges for you. Please reach out to the Northlake location with any questions at ####-###-####.
We apologize for any inconvenience you may have experienced. If you have further questions or concerns, contact our Customer Care Team at ###-###-####.
Sincerely,
Joy
Initial Complaint
Date:01/30/2024
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.
I had delivery of a 3-piece sectional and accent chair on Saturday, 1/27/24. Before attempting to bring the furniture into my home, the lead looked at my family room floor, and he said that I would have to sign a waiver because I have "hard wood flooring." I told him it was vinyl, and he said that I still had to sign. Nothing else was mentioned except the flooring that looked like wood. I signed a blank tablet having consented to delivery in the room with wood-looking flooring, and nothing else. The delivery was hurried and resulted in damage to the trim in my hallway that I noticed the next morning. I went to Value City on Sun, 1/28/23, to report what happened with photos. I spoke with Tonya and Mandy at the Value City in Florence, KY. Today, I received a voicemail from "******" who began to read delivery notes stating that I understood and consented to not claim "any" damages during my delivery. I told him that a verbal consent and signature was presented by the gentleman addressing the floor and nothing else. He began to read to me the "waiver" that I allegedly signed. There was no such explanation, and I had never heard or seen the words before. There was no informed consent with the exception of the flooring. Apparently, the signature for the floor was then attached to an overall waiver of liability that I did not consent to or even know about. How dishonest is it to misrepresent a consent to waive damage claims for flooring and then attach it to a general waiver of liability. I am unsure where ****** is located or his title, but surely, Value City does not support improper use of a customer's signature to a document that was not explained or shown and is entirely different. The delivery notes are not factual, and the consent is not valid. I am asking that the damages to my trim be repaired. Thank you for your help.
Business Response
Date: 02/05/2024
Dear Ms. *******,

Thank you for contacting us and sharing your feedback and concerns. We do apologize if there has been any confusion regarding the completion of your delivery. Based on the information provided we did investigate the requested issue to see how we can best assist you; we do see you signed a waiver stating you agreed to if any damages were done to the home or furniture Value City Furniture, or the third party would not be held responsible. Due to this waiver being signed all claims have been denied and we are unable to proceed with your request at this time.

If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ###-###-####. Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.

Sincerely,

Sahara C*****

Customer Answer
Date: 02/09/2024
I am rejecting this response because: The response does not address the signature made on a blank tablet and then added to a document. As stated previously, the contractor had not even attempted to bring the furniture into my home. He arrived, and I took him to the family room. He stated that because of my "wood floor," I would need to sign for them to bring the furniture in. I signed what I understood to be a release for my floor and only my floor. I have attached a copy of the fraudulent waiver of liability (WOL) that the contractor then added my signature addressing the floor which I told him was actually vinyl. There was no discussion re: full and complete WOL for anything other than my flooring in one room. It is conceivable that Value City does not know of this practice by their contractor or delivery company. However, they should care that someone that they work with has entered notes and added a customer's signature to a document that was not viewed or discussed in writing or verbally with the customer. That is fraud. I did not hire the delivery company, and they did not treat my home as if it were their own. I would like to see a response from Value City addressing my valid claim that the waiver is being used to deny the damage claim when my signature was simply moved onto a document that I knew nothing about. Why did I not ask questions one may ask. I understood that my signature was related exclusively to the floor in my family room and nothing else. I wish I had video taped this delivery. Value City and your consumers would be in shock.
I have also added a screenprint of the Value City homepage which clearly indicates that this company is NOT BBB Accredited and has an overall customer review rating of 1.17/5. I wish I had viewed this prior to walking into a Value City Furniture store. If you value your customer/consumer over your business contract with this unethical delivery company, you will make this right by repairing the damages to the wood trim. There is no paper trail as there was no paper exchanged at the time of this delivery. My signature was simply and unethically added to a document that was only known by the contractor, not me. This is not informed consent, and it is clearly dishonest.

Regards,

******** *******
Business Response
Date: 02/20/2024
Dear Ms. *******,

As we do understand your complaint regarding the waiver not being valid however, the waiver signed specifically states that we would not be liable for any issues that occurred during delivery. The waiver specifically states we would not be liable for any damages done to the home or furniture in the case any damages may occur. We do apologize for your experience, and we do understand your frustration, but it is the consumer's responsibility to understand and read the terms and conditions of what they are signing prior to signing. We have attached the original waiver and delivery receipt both signed at the time of delivery.

If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ###-###-####. Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.

Sincerely,

Sahara C*****
Customer Answer
Date: 02/22/2024
Thank you for your response, but you are not addressing the unethical behavior demonstrated by your contracted delivery partner. My understanding of what I signed was clearly related to what your contractor told me: I signed to allow delivery of the furniture into a family room that had flooring that "looked like wood" but was in fact vinyl. Nothing else was discussed or read. I am not frustrated that I signed something that I thought was discussed. I am disappointed at your response that does not address the use of my signature on a document that was NOT presented to me at all. I was deceived by your contractor who took my signature and literally placed it on a document that was NOT disclosed to me. The fraudulent behavior is related to this unethical and dishonest use of my signature without my consent. You can't place the responsibility on your customer who signed a tablet because of a floor that was then added to a "general waiver" by the contractor. Clearly, I wish I had not walked into a Value City furniture store. This is not because of the issues with my delivery. It is because Value City is supporting a contractor that deceived a customer into signing a general waiver when the signature was allegedly needed because of my floor. This is what I signed and not a general waiver. No one should have the right to take a person's signature and copy it onto an entirely different document. That is exactly what happened here.
I don't know how many different ways I can say the same thing about the fraudulent use of my signature. If the contractor had actually discussed the waiver honestly and in its entirety, I would NOT have signed. What customer would give a free pass for a delivery company to damage whatever they wanted to in order to complete a delivery. Certainly, not a homeowner who has worked very hard to get where she is today. Unfortunately, I am not surprised that there was no comment on the poor rating of Value City that I submitted in my last rebuttal. That is not something you want to bring attention to for obviously reason.
Regards,

******** *******
Initial Complaint
Date:01/29/2024
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.
I ordered a sectional sofa online on 1/1/2024, with a set delivery of 1/25/2024. On 1/24/2024, I as called and advised that one piece of my sectional was not in the order, and that it would be delayed. The delivery was rescheduled for 2/7/2024, 6 weeks after order. I reached out to customer service to ask for a discount for the item due the extreme delay and the last minute notice that my complete order wouldn't be delivered on the set date. I was advised that because they advised me of the delay, that they couldn't discount the item, and that all delivery is tentative. Which is crazy, being that I'm being charged for the item as of 1/1/2024.
Business Response
Date: 01/30/2024
Dear *******,

We sincerely apologize for the delays you have experienced and want to assure you that we are diligently working to expedite the delivery of your item. Your satisfaction is our top priority, and we are committed to resolving your concerns with the utmost care and attention.

Currently, the tentative date for the delivery of your item is set for 02/07/2024. However, please be advised that this date is subject to change due to factors such as manufacturer distribution and transportation logistics.

While we understand the frustration caused by these delays, please rest assured that it is our steadfast commitment to provide you with transparent communication regarding any updates or changes to the delivery schedule. We aim to keep you informed with the most accurate information available to us.

Please note that, regrettably, American Signature Furniture is unable to offer compensation for delays originating from the manufacturer currently.

We apologize once again for any inconvenience this situation may have caused you. Should you have any further questions or concerns, please do not hesitate to contact our corporate Customer Care team at ###-###-####. We are here to assist you in any way we can.

Thank you for your understanding and patience as we work to resolve this matter promptly.

Sincerely,

Olivia P
Customer Answer
Date: 01/31/2024
I am paying currently for the full cost of the furniture, even though I do not have the complete order, and at this point it will be 6 weeks after my order date when I recieve the full order. However, the interest for the full order is still compounding, and my balance shows the full order amount due, and not an adjusted order amount. Had I known it would be this much of a delay. I would have purchased from another store, such as Rooms to Go, where I have NEVER had a 6 week delay in delivery. Lesson Learned. This is unacceptable.
Regards,

******* *******
Initial Complaint
Date:01/26/2024
Type:Delivery 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 ordered a couch from Value City Furniture on November 27th 2023, with a delivery date of January 27th, 2024. We received two confirmation phone calls for delivery one on Wednesday January 24, 2024 and another on Thursday January 25, 2024. This morning we received a call that they would only be delivering half of the couch and the other half would be shipping in April of 2024. We spoke to corporate at Value City Furniture and they told us that we could receive a small loaner love seat which is less than ideal for a family of 5, or half of our couch and the other half in April. We asked to speak to a manager and the representative stated we wouldn't hear from one between 24-48 hours. We financed this couch and have already paid 2 monthly payments. The first payment was on January 5th for $250.00. The second payment was for $250.00 on January 16th, 2024.
Business Response
Date: 01/30/2024

Dear Ms. ****,

Thank you for contacting us and sharing your feedback and concerns. We first would like to apologize for your experience and the delays that have impacted your order. Ultimately our goal is to get your product to you as quickly as possible however, we are experiencing manufacturer delays that are not within our control. We can be as transparent as possible to give you the empowerment on how you would like to move forward as the soonest delivery date, we are showing is 3/28/2024. You also have the option to re-select for something else if you do not wish to continue waiting. We thank you so much again for time and patience.

If you have any additional questions, please feel free to respond to this email or call our Customer Care Center at ***** ********* Our office is open from 9am – 7pm EST Monday through Friday and Saturday 9am-6pm EST.

Sincerely,

Sahara C*****

Customer Answer
Date: 02/04/2024

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

Regards,

****** ****
Initial Complaint
Date:01/25/2024
Type:Billing 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.
Subject: Formal Complaint - Value City Furniture Dear Better Business Bureau, I am submitting a formal complaint against Value City Furniture concerning an unresolved matter related to a transaction on August 22, 2020, amounting to $1951.95. The issue revolves around a pricing discrepancy during the payment process, leading to an erroneous charge. Despite Value City Furniture's cooperation in processing an in-store refund, the protracted dispute arises from ********'s failure to correctly reflect the refund in my account. This has resulted in a refusal by ******** to return my money, causing considerable financial strain. In addition, my repeated attempts to seek assistance from Value City Furniture's store directly have gone unanswered. Despite reaching out to the Dispute Team at Value City Furniture and the President of ********, the lack of responsiveness and assistance is deeply concerning. I kindly request a thorough investigation into this matter, urging Value City Furniture to address the refund discrepancy and improve their communication channels. The financial strain and unresponsiveness further emphasize the need for prompt resolution. Thank you for your detailed consideration of this formal complaint. ,
Business Response
Date: 01/29/2024
Dear Ms. ******,
Thank you for taking the time to provide us with your feedback. We are sorry to hear that we did not meet the level of service that we aim to provide.
While we understand your frustrations, your complaint while valid, will be with ********/******** ******* on any refund issues on their end.
In the complaint, you stated the invoice was placed on 8/22/2020 for the amount of $1951.95, we do not show this.
Below is a breakdown of the invoice and transactions, on our end:
The order was placed on 6/22/2020 for $1501.46.
There was a refund of $149.99 on 7/29/2020.
There was a refund of $150.00 on 9/30/2020.
There was a refund of $159.00 on 110/2/2020.
The last refund was $75.03 on 11/28/2020.
This makes the final total cost of the charge to the ******** ******* card for this order $967.44.
The total in refunds for inconvenience was $534.02.
To date, we have not received a dispute on any refund or charge on this card.
Please let us know if there is another order we should be looking into, you can email:
************************************************
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,
Joy
Initial Complaint
Date:01/22/2024
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.
We purchased mattresses from value city furniture. Shortly after the purchase of the mattresses, one sank in and had body-sized dents in it. The springs/coils became evident and could be felt when laying on the mattress. We contacted the company on numerous occasions in order to have them replace the mattress under warranty and the original was defective and did not hold up as it should have. We provided photos of the mattress in numerous emails. In addition to the emails we called. Months later, they finally sent Chris, a technician out to verify the defect. He photographed it and confirmed that it was defective. He advised that he’d write it up so that it would be replaced. This was in November, approximately the 7th? We called multiple times afterwards to confirm when the mattress would be replaced and when could we expect a new one. Each time, the representative on the phone would advise that she knew nothing about what was going on and advised that she’d look into it with another department and call us right back… Although she rarely did and the times that she did, it would be to say that no one knows anything and that the paperwork wasn’t turned in from Chris, so they’re looking further into it. This has gone on long enough. We’re tired, we’re frustrated, and we just want our mattress replaced. We called Chris and he advised that he did his part and that the rest is on the office team to order the mattress and take it from there. They’re horribly unorganized, unprofessional, and scammers who promise something that they really don’t stand by or follow through with.
Business Response
Date: 01/26/2024
Hello Mrs. ********,
We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
Can you please submit pictures of the mattress, so we can better assist you.
Sincerely,
Dominique
Initial Complaint
Date:01/21/2024
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.
The bed frame I brought from them is not what they are displaying. The material is not durable and the bed frame makes noises. The repairman came twice. The first time he came the bed mattress was broken due to how it was delivered. Then it still made it noise and he stated that that how it’s supposed to be. The bed is a new bed and should not be making noises. I would like for another repairman to come since I believe they do not want to fix it. This is not acceptable in anyway. We spend so much money on this bed. The manager stated that the bed in the showroom makes the same noise. How are you going to have a product that deflected in the showroom. If I knew that it was going to make a sound I would buy it. Who would want to have a bed that makes noises?
Business Response
Date: 01/22/2024
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.

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
•         The name on the order

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,

Olivia P
Customer Answer
Date: 01/24/2024
Whom it may concern
I am writing this email to clarify the account number. The account is under my husband's name and his name is **** ******. The account number is **************** sorry I did not mention this on my original complaint.
Business Response
Date: 01/25/2024
Dear ******,

We greatly appreciate your cooperation in providing us with the necessary information to locate your order. Rest assured, we are fully committed to addressing your concerns.

Following your recent service appointment, our technician has thoroughly inspected the bed assembly and the individual components. Regrettably, no defect in workmanship or manufacturing of the parts was identified. According to the detailed service notes provided by the technician, the noise you are experiencing is attributed to friction and imperfect contact with a bare wood floor.

As there is no inherent defect in the item itself, Value City Furniture is unable to rectify this issue. We understand the inconvenience this may cause and sincerely apologize for any disruption to your experience.

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,

Olivia P
Initial Complaint
Date:01/19/2024
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.
Our sales representative told us we had several days to cancel our order if the furniture measurements did not work for our home, because the order was custom and the manufacturer only worked on custom orders once a month, the furniture would not even be in production yet. We called to cancel as the furniture will not fit, and were told we had to pay $1000.00 to do so. That was never discussed with us. We spent $5,100.00 on new furniture at Value City. They want to charge us a fee to cancel, and that is completely unethical. Please help us resolve this matter, cancel our order, and get our money back without having to pay them $1,000.00 for nothing. Thank you.
Business Response
Date: 01/19/2024
Dear Mr. ******,

Thank you for taking the time to discuss your concerns during our recent phone conversation.

As per our discussion, our cancellation and return policy is transparently outlined on your receipt and prominently featured on our official website, ensuring accessibility to all our valued guests. For your convenience, I have provided the policy below for your reference:

“A refund or exchange may be requested at any time prior to your receipt of the merchandise. Your refund will include taxes paid and the cost of any additional protection or warranty programs purchased. After your receipt of merchandise, if you are dissatisfied for any reason, you may return it for a full refund, less delivery fees, so long as it is returned or exchanged within 7 days of pickup or delivery. --- Customized merchandise that’s cancelled after an order is placed is subject to a 20% cancellation fee.”

Considering the availability of this policy to you, the 20% cancellation fee stands in accordance with our standard procedure.

We sincerely apologize for any inconvenience this may have caused. If you have any further questions or concerns, please do not hesitate to contact our corporate Customer Care at ************. We appreciate your understanding.
Sincerely,

Olivia P

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

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