Value City Furniture
Reviews and Complaints

Hi Value City,

My name is Dennis Manning and I have a complaint. In December 2021 my wife and I purchased a Sofa Sleeper and Love Seat from your store located in Northlake Illinois. After only minimal use, the sofa bed malfunctioned; thankfully the sofa sleeper was still under the manufactures warranty. An evaluation was done by one of your repair agents and it was determined the sofa sleeper should be replaced rather than repaired. A new sofa sleeper was ordered; we picked-up the new sofa sleeper in approximately the summer of 2022; we are not exactly sure of the dates. Again, after only minimal use, the sofa sleeper malfunctioned. We have spoken with your customer service representatives in Northlake and informed that nothing can be done, by Value City, to repair the sofa sleeper due to the expiration of the manufactures warranty. We contacted the Value City recommended repair agent and was informed that we will have to order the part(s) and that it will cost $250.00 to complete the repair of the sofa sleeper. We believe it is very unfair that we have to absorb the cost of repairing the sofa sleeper after barely using it. We have been good customers of Value City over the years; is there anything that can be done to help with resolving this issue? I have included the response from the Value City recommended repair agent.

Repair Agent:

Furniture Solutions Network

4035 Premier Dr Suite 203

High Point NC 27265

[protected]

From Furniture Solutions Network

“Dear Dennis, After reviewing the photos and information provided we have determined you would need to get a new sleeper mechanism from the store/manufacturer and we would be able to install for $250. If you wish to move forward with service please call customer service at [protected] option 4 to have your $65 trip fee collected and a technician assigned Please note the $65 trip fee will go toward the cost of the repair if the repair can be made upon the first visit. Regards, FSN.”

Thank You

Buyer Beware! I purchased a leather sectional from this store and bought the 5 year protection plan because I was told by the sales person that it covered everything on the sectional. I have now had the service repair technicians out at least twice and they have not done anything at all to resolve the issues. I went into the store to see the Manager (Mark) and he told me that there is nothing that they can do and I am just basically out of luck with the purchase of the sectional and warranty. Now we have a very expensive piece of furniture that we do not even use and the Company will not stand behind their product or the promises that they make to get you to buy their product. Horrible experience all the way around with no resolution.

Value City at Grand Rapids Michigan delivery broken furniture's ( The delivery company from Value City confirmed and took photo ) 3 months ago not exchange or find solution for customers still quite even customer call and request for helping change new one. 3 months the living is not done just because of furniture.

First step i want Value City @ Grand Rapids Michigan help us to solve this problem.

next step we may ask lawyer to help us in this case!

we have photos, delivery company confirm with message and photos and sale Pre also confirmed.

Good luck Value City!

On 1/22/23 I purchased a Aston Ivory leather reclining loveseat and couch- It was delivered to my home Friday 2/10/23- After set up I noticed a nail popping thru the top of the love seat a tear on the RT head piece - on the couch there was a tear on the Right head Piece pillow and a large scratch/ on the Right seat. The back pieces were very loose and moved when you sat on the couch. The repair person came out - Plan was to replace the couch and replace the back of the love seat. The Furniture is now a discontinued set, so it took weeks to locate another set- the back part was coming from Kentucky, the couch a store in Cleveland. The couch was delivered and was worse than the original one- It had a knife cut on the left arm (*That was repaired at one time). but the worst thing was the couch was like a "Teeter-Totter" you sat down the other end went up. UNACCEPTABLE- I called immediately when delivered. They sent the repair person back out weeks later - He was supposed to bring the loveseat back replacement and check the new couch- He brought the wrong love seat part/ and than stated the frame on the couch was bent and would recommend a replacement . **since the furniture was discontinued he suggested that I should go into the store see the manager and just pick a new set for replacement . Sunday April 2,2023 I went into the Mentor store saw the manager and picked out a replacement couch - My original set was 4399.98 and the new set was very comparable to that price it was 4999.00 . I was told that if they could not find my original set because it was discontinued that I would able to pick out a replacement set. Comparable to my original price .**THE PROBLEM I AM HAVING IS THE MANAGER CHARGED ME AN ADDITIONAL 1300.00 on Sunday he said it was the difference. 800.00 plus I bought the 500.00 5 year repair warranty . I understand I needed to pay the additional $500.00 HOWEVER I do not feel that I should have been charged the 800 difference charge . Not Only do I need to Wait another 2 months to receive my new set ( May 19,2023) I believe all the trouble and headache that I have had to go through the manager COULD HAVE WROTE OFF THAT $800.00 additional charge. I am insulted that Value City would not adjust the new set . I am the one that is not getting the original set that I wanted, I have had nothing but problems and headache, calling missing work to be here for repair/ new deliveries /repair waiting for VCF to locate another set to replace. .Debra Gindlesperger [protected]

I bought the sectional 11/21. 4/22 an entire cushion split. I live alone and it was sat on a.few times. A repair man came out and said I would get a call in 5 days. 5 weeks later I called and nobody knew where my new cushion was. Store manager will call me back. He didn't. I called again at 4 months, 5 months, 7 months, 9 months and 11 months and still nobody know what to do. The store manager will call me back. He didn't. I haven't been able to use the end of the couch with the defective cushion in almost a year. Now the color doesn't match the other cushions. Value City is by far the worst retailer around. They lie to your face! Stay away from the Gurnee illinois store..the manager doesn't do his job!

I went into the value city in Northlake IL on August 29th 2022 to look at fabrics and in store furniture. I ended up making my purchase online due to an employee unable to process my order because I wanted it with custom fabric/color. The swatch I saw and touched in store was Sherpa Charcoal chenille. My purchase also on 8/29/22 was the Haven 2 piece media sofa with 2 ottomans in sherpa Charcoal.

I finally received my couch on January 31st 2023. I noticed the color was navy blue and not Charcoal as ordered. I reached out to value city on 2/6/23 to let them know I would like to exchange or do something about the wrong color being delivered. I emailed pictures of the couch to a customer service employee named Sunday milner. A week went by I hadn't heard back. I called and reached another customer service employee who left me on hold for over 45 minutes trying to figure out how to fix the issue. She sent out a technician to evaluate and take photos of the couch. The technician came out on 3/16/23. The gentleman agreed verbally that this was most definitely the wrong color and was navy blue to him as well. He also took pictures to send to value city. He said someone would be reaching out the next day. Its Wednesday now 3/22/23 and I haven't heard back so I called to follow up and get a resolution to this issue. The resolution I was proposed was a $500 refund to keep the couch with the warranty, a $1000 refund to keep the couch with no warranty. Or re-selection of a new couch with $2100 and a $388 restocking fee. I paid $2600 for the couch. I don't think any of these options are fair and just. I got recieved the wrong item and have had to jump through hoops to try and even get someone to help me fix it. I should not be getting anything less than what I paid for the couch at the very least. I am very disappointed with the entire situation and the way value city attempted to handle this. It's unfortunate to have a couch that doesn't match your apartment. A color you did not order yet paid extra money to have. Finally a company who didn't care to help compensate and/or fix thier mess up.

I brought 2 extra firm Beauty Rest Harmony Lux extra firm mattresses from Value city on 11-15-22 and it got delivered on 12-10-22. The mattress is not firm at all, when ever we sleep or sit there is a big valley, dip or body impression in the mattress. And have started getting body pain mainly in hip and back and physiotherapist have advised to change the bed immediately. To resolve this request, the company to take pick the mattress from home for free and request to take back both mattress and credit the money back.

went to purchase sofa/loveseat on July 24,2022 and found 1 we like but was told that we couldn't get the manual one as fast it would take 2 to 3 months longer so purchased the electric sofa which was promised 1 mo. which didn't happen. They want $180 to do delivery for item less than 5 miles and then not even have items when promised.

Bring items home the upgraded electric sofa, started having a burning smell, good thing I'm a firefighter and figure the power box was bad or it could have burned down the house, advised corp. they send someone out 10/20/22 to fix it said part would be in 2 weeks, still haven't got part 3/8/23. Call corp, advised possible law suit, they are sending non electric sofa, but charging me the $235 difference to deliver it and pickup bad unit. Mgr refusing to refund difference of the 2 units. $235.41, Don't want store credit, bad items all the way around.

so now call corp again, then said mgr refused. so filing law suit papers next week, for 5x amount plus filing cost, atty cost, and sending a SUBPOENA for the president of company to appear from Ohio to Indiana.

My husband and I purchased a name brand mattress that was a hybrid of springs and memory foam from value City furniture. We had to have this mattress replaced in less than a year due to a huge dip that developed in the bed. We had it replaced. The next bed lasted less than 2 years and had to get it replaced again on warranty but since the original model was not available we had to get a different one and ended up paying an $800 difference. We got a more expensive mattress that was firmer as per the recommendation. This third mattress is about 2 years old and we are having issues with it again with it dipping and causing back pain. My husband and I are heavier people and and I understand that mattresses wear out after a while but I wouldn't think after 2 years that it would be this bad. These are name brand mattresses they're not cheap versions or less expensive mattresses that are made with cheaper materials. I'm frustrated and in pain and I don't know what to do.

My wife & I purchased a sectional from Value City in December of 2021 (delivered February 2022). Over an 8 month period it has complete deteriorated. It was delivered with a broken Frame in 2 locations, the springs are protruding causing the fabric to rip & there are pieces of metal poking through as well.

They sent someone out to fix the broken frame but he did such a poor job it broke the next day & this time the broken wood punctured the fabric on the seat back.

I thought they would take care of it because it was THEIR repairman that caused the problem but no. They told me it was wear & tear

I called the store & the supervisor refused to talk to me & also refused to give me their name.

I don’t know what to do because nobody at Value City will do anything to help me.

Purchased over14,000 of furniture which included the mattress protector guarantee. The delivery would not include the mattress pad so I picked it up from the store. After 2 attempts the furniture was not delivered and I returned the NEW mattress pad that was purchased. We are now being told we have to pay for restocking fee because we took the mattress pad out of the store. The order was not delivered and was told that we had to pick up the mattress pad in store (which is on the original receipt).

On December 6, I received a wardrobe. The next day, I opened the boxes and found two pieces broken. On December 7, I emailed regarding this situation, and I am still waiting for something to be done since that time. I gave them all the details they asked for and all the pictures. I emailed tons of emails and called a lot of times - no one doesn't care. All the time, they said they needed to reach out to the vendor to check what they could do. After a while, WHEN MY PATIENCE GOT OVER, I told them that I wanted to return the wardrobe, but the customer service said that my return window was closed. That's not my problem that you can't figure out what to do faster, I informed customer service right away. It's almost two months since the wardrobe sitting in the middle of the room in the boxes, and they still can't figure out what to do. They can't refund the money, they can't pick up the wardrobe back, but they can offer 20% off. Seriously, would someone accept 20% off for something that is not usable? They also told me that these two broken parts MAYBE would be available in April, but they couldn't tell me this right away. They told me this after almost two months. Now they just keep ignoring me. I encourage everyone - DO NOT ORDER ANYTHING FROM THIS STORE. THEIR CUSTOMER SERVICE IS HORRIBLE. I'LL MAKE SURE TO SHARE MY REVIEW ON EVERY SINGLE SOCIAL MEDIA. ALSO, I'LL HIRE A LAWYER BECAUSE YOU DON'T WANT TO COOPERATE, BUT I WILL NOT PAY FOR A WARDROBE THAT IS NOT USABLE.

I want to dispute the resolution given to me by the store on repair of my furniture pillows they said it's normal wear and tear that's impossible especially if I have only had this set for 3 months I have a set that I got from a cheap furniture store and it's been 4 years and it's holding up better than this set If I have to I will take this to small class court. I have received terrible service from value city since I got this set. they brought me out a set where the pillows were half sitting so the came back out and brought new pillows two weeks after I got this set. No here we are again 3 months later. They want to make me believe this is normal wear and tear. There is no way these pillows should look like this when we rarely even use the living room because we have a fully Finished basement. I need to know what my options are . Im really sick of dealing with this living room set. This is the worst purchase I have ever made.

I called customer service and they were so rude they told me to email web support if I want to dispute.

On Nov 20th 2022 I have ordered a Dining table with chairs and a bench. Schedule pick up date was 1/24/2023. Today 1/26th Me and my wife went to the store today at 4:00pm from where I ordered that is 4300 W Broad St Columbus OH 43228 Invoice #[protected] Shipping invoice [protected] to check the status of the order. Talk to the manager and he started yelling and told me that the pick up date is now 2/11. I told him that share the vendor number of any information so that I can call to ask for the delay and he was very rude and started yelling that I should cancel the order if I have any issues with the late delay for pick up. (After that he said to get out from the store twice) I was shocked to hear that while I was leaving the store he started cussing behind my back. I turned back and told him that this is the worst customer service that I have ever seen. I asked him about his name and he refused to tell me that.

I would like Value City to take serious action against my complaint and make sure that the store manager must be held accountable for his rude behavior. I am sure his behavior is destroying Value City's image and reputation. I would not want to discontinue shopping with Value City just because of one person not treating the customers well.

We purchased the extended warranty on the two sofa's we purchased. After a 3 month wait on our claim for using the service (a leather tear and an ink stain), the warranty company came, did an inspection on the leather tear, refused to look at the ink stain since it was on a different item (although we reported both), and refused to wait while I talk to the Value City furniture. They told us that we would have to ask the company to order a part.

After a 3 month wait for processing this was completely unacceptable.

I purchased a Sofa set in February of 2022, the controller cup

holder failed in November of 2022, when I call in to resolve the

issue, a technician came out and advised me the part would take

5 days to arrive, I waited 10 days before going into the store since

I hadn't heard from anyone, when I went to the store I was

advised it takes 4 to 6 weeks to get the part, I then reached out

to the manufactured directly and was able to pay for the part on

December 8th 2022. and received it on December 12th 2022, I

reached out to value city via their customer service email and

they refused to reimburse me the $104.25 I Paid! I want to be

reimbursed for having to purchase this myself since clearly they

had no intention of resolving my issue in a timely manner

We purchased the sofa/recliner from VCF. We also purchased the warranty to go with it for piece of mine like most folks. We had a plastic piece fail with the recliner that stops the operation of the leg rest. The piece is like a $5 at best but they will not honor the warranty we purchased. Like many, I read the reviews of the warranty service before submitting the request so I wasn't surprised when they declined. We pay them money for nothing. I have also sent an email to the current CEO George Kolber (george.[protected]@vcf.com or george.[protected]@valuecity.com). Taken advantage of yet again but a crappy American business. That's what it's turning into and you people why so many people buy Chinese?

We purchased a dresser in September and still haven't received the parts for 2 of the draw were messed up. And it's almost the end of Dec. I called the west broad street were we got it at about 3 weeks ago and talked the manager Drew said he would call ahead and replace the dresser because he had them in stock. And he said he would call me and set up a delivery I try calling back he would not answer phone Some lady answered the phone the 3rd time and was very hatefull I explain to her I was going to call channel 6 on your side. She started yelling and said call go ahead and call them that value city didn't care they was all ways getting calls from the TV stations value city will not get anymore of my business. Oryel Williams 15495 Blain Rd Mt Sterling [protected] will be calling my attorney

Purchased a motorized recliner in August 2022 with a full 5-year warranty. Mid-July the recliner would not recline and the other features also failed to move when the buttons were pressed. I filed a warranty claim and the technician showed up 2 weeks later. I was not home so my wife let the repair person look at the recliner to make the necessary repairs. The diagnosis was that it needed a new motor, which the repair person did not have. He said that he would return in about a week with the correct part. Two weeks pass and not a word or call, so I called VCF which sent me to the pure promise website. I provided all the necessary information about my warranty to only see that the repair person did not create the claim until August 16th with a status that it would take 2 weeks to 3 months due to supply chain issues. I asked for a status update with no response and now we are in mid-December with no resolution.