Business Profile

Furniture Stores

Value City Furniture, Inc.

Headquarters

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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

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

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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:02/20/2025
Type:Sales and Advertising 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 ordered a sectional on 12/31/2024. The sectional was delivered on 1/17/2025. After delivery we noticed two of the recliners were making a bad clicking/snapping sound. Upon inspection we noticed that on both items bars were bent that shouldnt be bent so they were damaged. We contacted the store immediately and we were told a repair technician would need to come investigate. The first repair company came, he said the bars are supposed to be bent and that the "snapping" noise wasnt hurting anything. which is insane for a new piece of furniture. So we immediately went to the store to look at the floor model. We took pictures and video of our damaged sectional with us. The floor model recliners bars WERE NOT BENT! We explained and showed everything to a manager. He said that he still had to have someone come out to make a report. The next company shows up and the technician agrees that they are damaged. The store receives the report but are only replacing one of the damaged items because the report didnt indicate both were damaged. So we went back to the store, talked to an associate they scheduled another technician to come out. We specifically stated that the first company DOES NOT COME. Guess who they sent for inspection. The first company, that gentleman came in and argued raised his voice and told us that if they move up and down its fine if they are bent, making noise and rubbing with the other seats. We went back to the store again (4 weeks of fighting this now. We finally had to have our original sales associate stick up for us and say this is wrong. We once again showed them pictures and video and showed them that the floor model was not bent. They finally accepted our images and talked to a manager and they approved the recliner be replaced. We had to call on 2/18 and ask for an update and were told its out of stock with no date available. We are now on week 5. My husband has taken 3 full days and 2 half days off work for deliveries and repair companies.
Business Response
Date: 02/24/2025
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 cannot find your order under the provided information. Can you please provide us with the invoice number, name, and phone number?
      If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************
Customer Answer
Date: 02/24/2025
I currently dont have the invoice number on me. The account is under: ***** Love
phone: **************
address: *************************************************************************
Customer Answer
Date: 02/24/2025
Invoice number is:
*************
Customer Answer
Date: 02/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22966436

I am rejecting this response because:
Invoice number is:
*************
account under: ***** Love **************
as of the original date of complaint we have still not heard back from the store or a representative from Value City Furniture in regards to when our item will be replaced!

Regards,

*** ****
Business Response
Date: 02/27/2025
Dear *** ****,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the store has sent the service technician out for the inspection and ordered the parts after reviewing his report. We will reach out to the store to check the status of the parts and follow up with you as soon as possible.
      If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************
Customer Answer
Date: 02/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint

Complaint: 22966436

I am rejecting this response because: Issue has not been resolved nor have we had any communication from the store in regards to ordering or estimate delivery for replacement of broken sectional. We ordered this couch in December and are still having to fight for communication and answers!

Regards,

*** ****
Business Response
Date: 03/05/2025
Dear *** ****,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the store contacted you regarding the ****** sectional. They have already ordered the parts. As soon as the parts arrive, the store will set up service and fix your sectional.
      If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************
Initial Complaint
Date:02/19/2025
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.
The transaction was on December 1, 2024, and I was promised delivery of the living room set later that month. I only received some of my items and others were damaged. They kept pushing off my delivery date till February andup until February 8, 2025. I only had half a couch. On February 10 I called them to discuss compensation for all of the issuesand they agreed to refund me $500 that same day 10 days later I had not received any compensation so I called them back and they told me there was no mention of compensation in our previous call and they would not provide me with the recording. They still have an outstanding piece that has yet to be for the living room set and is supposedly to be delivered in March 2025 it has been a quarter of a year and I still have notyet had a full delivery. They are trying to scam me and say that there was never mention of a $500 compensation which is not true. Then they just tried refund me the $393 instead of the agreed-upon $500.
Business Response
Date: 02/25/2025
Dear ******* ******,

We realize this is frustrating for you, and I'd like to explain. Regrettably, it is not possible for us to discuss an account with you that doesn't belong to you.
We were not able to find any accounts with your name on them, using the phone number provided.

Thank you
*********
Resolution Supervisor
************
Initial Complaint
Date:02/19/2025
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.
I am writing to formally express my frustration and dissatisfaction with my recent furniture purchase experience at your Stonecrest location. My order, placed on January 15, 2025, has been met with repeated delays, miscommunications, and damaged items, leading to significant inconvenience and lost wages due to time taken off work for failed deliveries.1. My delivery, originally scheduled for January 23, 2025, was rescheduled to January 27, 2025. However, within minutes, I was asked if I could accept delivery on January 24, 2025, to which I agreed.2. Missed Delivery (January 24, 2025): No one called or delivered my furniture. Upon calling, I was informed my delivery date had never been changed from January 27, 2025 a clear failure in communication.3. Partial Delivery (January 25, 2025): I was called and told that only three out of four items were available. I accepted this, but on January 27, 2025, two items arrived damaged.4. Replacement Delivery Failure (February 1, 2025): When the replacement delivery was scheduled, the team was unaware of the exchange process, lacked space to take the damaged items, and did not bring the missing fourth item. Additionally, the replacement items were also damaged, so I refused the delivery.5. Another Failed Delivery (February 8, 2025): I was told my replacements would arrive on this date, but no one called or showed up. Upon calling, I was informed that my delivery date had been changed again, without any prior communication. This caused me to waste an entire day waiting.6. Store Visit & Another Order (February 18, 2025): After my complaints, the store manager placed another order. However, when delivery arrived, they attempted to deliver two right-side pieces instead of a right and left, making the items unusable. Once again, I missed work for ********** this point, this experience has been completely unacceptable due to the repeated delivery failures, miscommunication, and damaged products.
Business Response
Date: 02/25/2025
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 time on this matter. Please allow us 10 days to continue to look into this matter and respond.

Thank you
*********
Resolution Supervisor
************
Customer Answer
Date: 02/25/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22962998

I am rejecting this response because: I still need a response and I giving the company the time needed to investigate.
Here is an update from my continued experience.
Broken Promise by General Manager:

Throughout this ordeal, the General Manager at the ********** location, Raheem, assured me that he would discount my purchase back to the original discounted price as a gesture of good faith and to compensate for the numerous troubles, inconveniences, and poor service I endured. He explicitly stated that this adjustment would be made once my delivery was finally completed.

Now that my delivery is complete, I went to the store to speak with him so he could honor this promise. However, Raheem is now avoiding me, refusing to speak with me, and not making himself available. Instead, I have been speaking with ****** another manager, who has told me that she cannot override him. This is completely unacceptable.

Resolution Requested:

At this point, this experience has been completely unacceptable due to the repeated delivery failures, miscommunication, and broken promises. While I was initially offered a delivery fee refund and later a price reduction, this does not begin to compensate for the significant inconvenience, lost time, and ongoing frustration.

I have spent over $8,000 with American Signature and deserve the compensation and resolution I was promised. The way I am being treated especially by the General Manager is extremely disappointing and unfair.

Regards,

******* ******
Business Response
Date: 03/06/2025
Dear ******* ******,

We sincerely apologize for any inconvenience you may have experienced. Our records show that you have an outstanding refund for $561.00.
We have applied $561.00 back to your Synchrony account on 3/6/25. Please allow 3-5 business days for processing.

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

Customer Answer
Date: 03/06/2025
[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,

******* ******
Initial Complaint
Date:02/18/2025
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.
I am writing to express my deep disappointment regarding a buffet I purchased from your store in October 2024. Upon delivery, I discovered that the buffet had several defects, including overspray on the finish, a crack on the back panel, and a warped door.Since the initial delivery, your team has sent multiple replacement buffets. Unfortunately, each replacement has been in worse condition than the previous one. During one visit, your service technician inspected the item and mentioned that only the warped door could potentially be fixed, leaving the other issues ************** a first-time customer who has no idea about ********************** quality or your service, I find this experience extremely disheartening. I kindly request that someone from your management team contact me directly to discuss a satisfactory resolution to this matter.I appreciate your prompt attention to this issue and look forward to hearing from you soon.Sincerely,***** ****
Business Response
Date: 02/19/2025
Dear *****,

We sincerely apologize for the inconvenience you've experienced with our company. Please know that we are committed to addressing your concerns and ensuring that your experience with us is resolved.

After reviewing your invoice,we acknowledge the issues with the server, and we are pleased to offer one of the following options for moving forward with your order:

1. Exchange: Wait for a replacement unit, with a tentative delivery date of 03/20/2025.
2. Keep the Current Item: Retain the server as-is and receive an additional 20% off the item, bringing the total refund to $158.26.
3. Return for Full Refund: Return the server for a full refund.

These options have been noted in your account. To proceed with any of the above, please contact your purchasing location or reach our corporate ************* team at ************.

Once again, we apologize for any inconvenience caused and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact our ************* team.

Sincerely,

****** P
Resolution Supervisor
*************
************
Initial Complaint
Date:02/18/2025
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.
My husband and I bought a king bedroom set (7 pieces in total) on 1/30/25 for our master bedroom. We had the option for an estimated delivery date of 2/13, but I chose 2/15 since it was a Saturday and wouldn't interfere with my work schedule. On 2/13 VCF called stating the delivery would be pushed to Monday 2/17, so I took off of work to accommodate. VCF called 2/15 and left a voicemail stating they wouldn't be delivering the furniture Monday and did not provide a new date. After calling the number provided 15 times, I was finally told that the new ESTIMATED delivery date would be 3/1 and that is not guaranteed. This furniture was already purchased over 2 weeks ago and our credit card bill has been paid, so we cannot cancel the order. This is the second time we have been VERY disappointed in VCF's delivery service, but the first was during COVID, so we were trying to give VCF some ***** and we are now regretting that. We cannot just sit around and drop everything when VCF calls saying they're delivering our furniture that day - we have to take our current furniture out of the bedroom AND we both have full time jobs! VCF is holding our furniture hostage at this point!
Business Response
Date: 02/18/2025
Dear Ms. ****************** 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 adjusted the cost for the new sales price for you, your refund can take 3/5 business days to reflect on the Master Card.
You are set for delivery on 2/27/25,please note the delivery dates are subject to change. Once you have a successful delivery we can refund the delivery fee for the inconvenience.
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: 02/18/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22955162

I am rejecting this response because the delivery date is still a month after the order date, 2+ weeks from my requested delivery date and is still not guaranteed! I cannot keep taking days off of work for furniture that we paid a lot of money for!

Regards,

********** ********
Business Response
Date: 02/20/2025
Dear Ms. ******************* we apologize for the delays,you are set for delivery on 2/27/25, please note the delivery dates are subject to change. Once you have a successful delivery we can refund the delivery fee for the inconvenience.
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: 02/27/2025
[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 as long as the delivery is waived due to the delay. The delivery team did successfully deliver and assemble our bedroom set. They were professional, nice, and helpful. They knew exactly where the furniture would fit and made sure to place everything as I asked. I did notice some darker coloring on some of the white wood and one dime-sized chip in the dresser (picture attached), but other than those initial items, I am pleased with the furniture and delivery team. I have not plugged the nightstands in yet to confirm they work, but I am assuming they will.

Regards,

********** ********
Initial Complaint
Date:02/17/2025
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.
We ordered a sectional on 1/1/2025. Delivery was scheduled for 1/23/2025. On 1/22/2025, Value City called and said they would still be delivering but would be missing 2 pieces (armless recliner and end chaise recliner). They rescheduled delivery for the missing 2 pieces on 1/29/2025. On 1/28/2025, they called me again to say both pieces couldnt fit on the truck and they had to delay delivery again. We rescheduled for 2/11/2025. On 2/10/2025, they called again to say they were bringing one of the pieces, but the other piece is delayed again because it didnt get on the truck. At this time, I expressed my frustration and asked for a supervisor to call me. They assured me someone named ******* would call, and she never did. My one armless recliner was delivered on 2/11/2025, and it wont recline until the final piece is here because it provides the power supply. We are now rescheduled for 2/26/2025 and I have no confidence that my piece will be delivered. Again, I was told I would get a call back from a supervisor after I asked for them to deliver it the week of 2/17/2025, and I never got a call back. Each time I have to setup delivery, I have to take time off work. This is extremely frustrating and it would have been easier for me to pickup each item. I am requesting refund of my delivery fees. I am also requesting that my final piece delivered on the date of 2/26/2025 or I will pursue legal action to recoup money lost from having to take time off work multiple times. I have paid for a product that has not been provided to me on the agreed upon date. I was told me pieces are ready and available, but they dont have room on a truck. It seems to me that Value City needs to figure how to get more trucks and drivers to meet the needs of their customers.
Business Response
Date: 02/18/2025
Dear Ms. ************** 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 set for delivery on 2/21/25 not 2/26/25, please note the delivery dates are subject to change. We apologize for the delays and the inconvenience they have caused.
Once you have a successful delivery we can discount the invoice 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.
****************
Initial Complaint
Date:02/13/2025
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.
This business charged me ************************************************************************************************************************ no it wasnt actually there. The third time they sent it back and now wont give me a refund. I want a full refund if not double at this point for making me waste my f****** time every other day.
Business Response
Date: 02/14/2025
Dear *******,

We sincerely apologize for the experience you've had with our company and appreciate your feedback. Please know that we are committed to addressing your concerns and resolving this matter to the best of our ability.

After reviewing your order,we see that it is still active, and we have not received any notification of cancellation at this time. If you wish to cancel the order, please feel free to contact us at ************, and we will be happy to process a full refund of $686.39.

We deeply regret any inconvenience this may have caused and are here to assist you further. Should you have any additional questions or concerns, please dont hesitate to reach out to our *********************** team at the same number.

Thank you for your understanding.

Sincerely,

****** P
Resolution Supervisor
Customer Care
************
Initial Complaint
Date:02/13/2025
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.
On 1/13 I purchased a dresser, vanity, and nightstand. I paid in full for all items and was told everything was in stock. I scheduled the delivery, and when delivered the nightstand was missing. VC rescheduled the delivery of the nightstand, but the date passed with no delivery. They rescheduled the delivery and that date passed with no delivery, They rescheduled again for 2/13, that window has now passed again with no delivery. My wife and I have adjusted our schedules and children's schedules 4 times with still no delivery.
Business Response
Date: 02/17/2025
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 contacting the store to complete the delivery as soon as possible and will process the refund of the delivery charge after the successful delivery.
            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,

Zeeshan
********** **********
******** ****
###-###-####
Customer Answer
Date: 02/18/2025

I am rejecting this response because:
For the 5th time, I was called this morning to say that my delivery was scheduled for the 21st when it was scheduled for today and I confirmed. This will now be the 6th time you guys have interrupted my family’s schedule. We have moved things around 5 different times for you all to continue to fail. I’ve attached a confirmation for my delivery today - but was just called to confirm my address for 2/21 delivery. What is going on?

Regards,

**** *****
Business Response
Date: 02/26/2025
Dear **** *****,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
         The store has rescheduled the delivery of the Nightstand on Tuesday 03-04-2025. We will keep an eye on this order. The store also processed the refund of $199.99 back on your card.
      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:02/13/2025
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.
Around late January or February I visited your store in ************, **. Saw a beautiful bed and picked out night stands, bed bench, and told the sales *** I also needed a low profile foundation. We were told the bed was clearances out and not in stock. It was very dissapointing. I then traveled to your store in ********* and low and behold there was the bed. I explained we had already did a quote in ************ and they copied everything from the quote. I never saw the foundation and explained to the sales associate in ************ we needed a low profile foundation. After paying my money I was told the box springs and bed bench had to be picked up in ************. The bed would be delivered fr ********* but by a third party. I had to hire a private moving company to pick up the items in ************. The bed delivery was 2/5 but my pick up for box springs was a day or two earlier. I also had to wait for my mattress delivery as I explained to Value City I had just moved to my place. Once the mattress arrived and we set up bed, foundation is to high for my bed. I spoke with your online team for help getting a ***lacement. I was hit with it was my responsibility to measure the foundation. Excuse me? I never saw the foundation. Why is that customers experience outstanding customer service during purchases but crappy service when a problem arrives? I was hit again with 7 day policy and I asked for an exception. However your oine team made all kinds of excuses and placing the blame on me. I just want to order a low profile bunkie board/box spring. I was coming to buy a couch n was hoping they could bring the new foundation with couch and take back the ones Value City recommended. Your online team is empathetic to customers concerns. I too did not know the dimensions as I never saw the foundation. The receipt explains nothing and when you click on foundation in quote it doesn't go to the item but the main VCF page. After this experience you all lost a consumer.
Business Response
Date: 02/18/2025
Dear ******* *****,

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint. After further review on your invoice *********** we can extend the return policy as a one-time courtesy until 2/28/25. We have notated your invoice with the additional information provided. However, we would not be able to waive the restocking fee of 15%. All returns are subject to a 15% restocking fee. If you would like to continue with this offer, please notify the store you made your purchase with, and they will be able to assist you.

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

Customer Answer
Date: 02/27/2025
Please reopen case as I responded with another request. The business was asked to deliver another boxspring with no cost for delivery. Then pick up the foundation when they deliver the correct product. This was not answered in the business response. In the future, please explain accepting responses will close the case. That was not what I intended on doing. This is the least Value City can do. After having some items delivered then making me pick up items from other stores. Furthermore, Value City in ************, ** never answers. Just called and was hung up on. This is store is always problematic reaching.

Just so we are clear: need to order low profile foundation and I will pay for it. But they need to deliver for free and pick up the wrong ordered foundation and takke it back. I dont have any more money to spend after I had to pay for pickup for merchandise ordered in ******** and then sent to ************ location. Then I had to pay for bed delivery separately. Then I ordered two night stands that Value City couldnt add to previous ticket that hadn't been delivered yet. This caused me to pay three separate delivery fees and that was not fair to me. I am disabled and this is all nerve wrecking.

Respectfully,

******* *****
************

--
******* *****
Business Response
Date: 02/27/2025
Dear ******* *****,

Thank you for your feedback. We answered your first complaint by extending the return policy to allow you to make a return/exchange.
Unfortunately, we won't be able to offer you free delivery at this time. I understand this is not the response you wanted to hear.
As a one-time courtesy we are only extending the return/exchange date. Please return/exchange your items by 3/15/25. After this date, we will not be able to accept the items back into our store, we are also waving the restocking fee of 15%, but this order needs to be exchanged/returned no later than 3/15/25. We have updated your invoice to reflect this update.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 03/06/2025
I am rejecting this response because: only because if I accept the response BBB will close the case. The Sku number is: ******* it's the same exact box spring but low profile like I asked previously. Your sales rep picked the wrong foundation. I didn't put the ticket together your sales rep in Falls Church did. I appreciate your efforts to resolve this. Once everything is finalized I will accept response so we can close case out and deal directly with one another.

Regards,
******* *****
###-###-####
Business Response
Date: 04/04/2025
Hello,
Mrs. ***** called in 3/28/25 to make her payment for delivery on 4/4/25.
Customer Answer
Date: 04/07/2025
I accept the business's response to resolve this complaint. The only problem is customers shouldn’t be liable for their sales representatives mistakes. I ended up having to pay more for the foundations. When I specifically told sales representative I needed a low profle box spring because I am short. I never was shown the product and the receipt doesn’t specify the dimensions etc. received corrected foundation and can now get in the bed. I am disabled and VCF had me running all around town for their mistakes.

Regards,
******* *****
Initial Complaint
Date:02/13/2025
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.
Business has not delivered all the furniture I paid for. Only a partial order was delivered. They are unsure if they can fulfill the rest of the order. However they will not issue a refund and pick up the pieces they brought without deducting a $200 delivery fee.
Business Response
Date: 02/17/2025
Dear ******* *****,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      Your order has been cancelled and pick-up is scheduled for 02-27-2025. The store will process a full refund after the pickup. There is no restocking fee or delivery fee applied to your order.
      If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************
Customer Answer
Date: 02/18/2025
[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,

******* *****

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