Value City Furniture

Reviews 3

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T Evans

I found it necessary to share my experience, as I would have, if it was a great experience. This was the worst experience ever. The 2 delivery guys arrived at my home and brought in part of my delivery; a 3 Unit Book Shelf, 3 dresser, 2 leather chairs with ottomans, a mattress and boxspring. After inspecting the items, I noticed that, 2 shelves on each of the book shelves were broken and the back of 2 of the dressers, had two giant holes in them. I also did not receive a dining room table which I paid for and was suppose to receive with the same delivery. I requested that the items be returned to the truck. The delivery guys stated that, I needed to call the store and request a service technician come and complete the repairs of the broken items. The delivery guys then exited my home, refusing to take the broken items. I called Value City Furniture and requested to speak to a manager. I was placed on hold for more than 15 minutes. I hung up and called back, this time I was told that the manager was assisting a customer and I had to hold on. After hold for approximately 7 minutes, a manager, J.D. Johnson finally picked up the line and was informed of the delivery and the broken items. The manager then placed me on hold, to investigate my report with the delivery guys. I was placed on hold for approximately 4 minutes. The manager then returned to my call, telling me that I must leave the broken furniture in my home, until they can make arrangements for it to be picked up. I informed the manager that I need the broken items remove that same day. After expressing my dissatisfaction with the broken, delivered items, the manager, J.D. Johnson stated that he would call me back. He needed to contact the deliver guys to see if they were able to return and pick up the broken items. I received a call from the manager approximately 15 minutes later, stating that he was able to contact the delivery guys and they will be returning to pick up the broken items. The manager, J.D. Johnson seemed to be unconcerned with my issue and spoke as if he was doing me a favor by picking up the items. During my phone conversation with J.D. Johnson, I stated that I wanted a refund for all of the broken items and my order to be cancel for the upcoming delivery, which they had scheduled. I was told that I could not get refunded for the returned items, until the delivery guys returned to the store with the items, which ended up being after 9pm, according to Mr. Johnson. I was told that my money would be refunded to my credit card, once the items reached the store, even though I would not be present, due to the store being closed. I returned to Value City Furniture before 9pm and canceled the order for the 2nd scheduled delivery.My money was refunded to my credit card. I checked my account 3 days later, to see if my money was refunded from the delivery of the broken item, as I was told it would be, only to discover that it had not been refunded to my credit card. I then contacted the store and spoke to another manager, who was able to complete my refund and was very understanding of my frustration. Although, I will never do any future business with Value City Furniture because of this experience, I really appreciate the support and assistance provided to me by Kristina Gray. Mr. Johnson needs training on how to engage and conduct business with the public. He has poor customer service and customer relation skills. Mr. Johnson need to understand that, it is the customers business, that keep that company thriving. Value City Furniture did not do me a favor by selling me that furniture, I had other options. Once again, Ms. Kristina Gray, thank you for your assistance and support!!!!!

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Erin Iglewski

What a nightmare. 1 star is really too much. I recently relocated from Buffalo to Maryland. Knowing I would need a new couch and mattress I decided to shop and order in Buffalo and have the Value City in New Carrollton deliver. Delivery was originally scheduled 2-6pm on 7/23. I received a phone call at 1pm that day saying they would be arriving shortly to deliver. I was still on the road at this point and asked the delivery team when exactly they thought they would be arriving as I wasnt sure I would be at my new apartment until a little after 2. They said, "dont worry, we still have 2 deliveries ahead of you." At 1:45 they call and say they are there and can only wait 15 minutes. That would be understandable, IF IT WAS IN THE DELIVERY WINDOW TIME. I literally arrived minutes after 2pm to find they were already gone. I called to reschedule delivery and they couldnt deliver until again 7/30, even though I am only several miles from the store (wouldnt it just be easier to deliver rather than unloading it back into the store?!) I agreed to the new date reluctantly and slept on the FLOOR. The next day I received another call asking if I would be OK with pushing delivery back to 8/5. After some arguing with the very nasty customer service rep they agreed to come 7/30. I was told various delivery times - originally 12:45-3:45, then online it stated 3:45-6:45, then when I called it was different again. Terribly annoying. When they did finally arrive at 3:30, I was told they had forgotten my box spring. I asked if it could be delivered the next day and they said yes, and the manager would call within the hour with a delivery time. So I accepted the mattress without the box spring. Hours passed - no phone call with new time. At 8pm I call the store asking for an update. They say they dont know and I need to call in the morning and ask for the dispatcher. I do this in the morning, and THE DISPATCHER HAS NO IDEA WHAT IM TALKING ABOUT. My box spring is no where to be found, someone will call in an hour with an update. 12pm has passed and I still do not know where or when to expect this delivery, if it comes at all. Communication between the store and delivery team is horrendous. Had I known how awful this process would have been, I would have cancelled my order on 7/24 and ordered from Sleepys or Bobs Discount. Thankfully, the Buffalo store has been very helpful throughout this ordeal. NEVER again will I buy from Value City. I even returned the couch and ottoman - I cant justify giving them my business after the hell they have put me through. They have not made my move here very easy. They are getting a report to the Better Business Bureau because this is unacceptable customer service. Thank goodness Im a teacher with summers off - I dont know how I would have been able to get days off of work for this delivery nonsense!

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Nish Thakker

The worst customer service I have seen by far!! After multiple calls and requests - they show no compassion and have zero respect for peoples time. The delivery store is from the New Carrollton, MD location. I ordered a dining table set with 4 chairs and after a month of delivery issues, I still dont have the complete set delivered. Initially, the delivery was set up for March 7th, Saturday - they called me on the day of delivery, during their scheduled time and said the set came in damaged from the warehouse and their supervisor will call me to reschedule the delivery time. I got no calls from them until I had to call them 3 times with no response. The next thing I know is that their automated system suggests the delivery has been scheduled for Thursday. I am a working lady and have no time to stay at home - not to mention they never confirmed the delivery day or time with me. After multiple calls, they finally moved the delivery to Saturday March 14th. They call me the morning of the delivery day and say that the 4th chair had come in damaged so they would only be sending 3 chairs and the dining table which was extremely disappointing. The delivery guys were extremely quick and did not wait until I finished checking the the quality of the product. Of course, 2 out of the 3 chair legs were uneven. After multiple conversations with the managers - they scheduled a third delivery for March 21st to swap out the 2 chairs and bring the 4th chair that I never received. The morning of the 21st I had to call the store because the delivery folks did not show up in the time they said they would. The store had promised I was the first stop on the 11.30-2.30 time slot and until 2 I had not heard from anyone. The worst part was the lesson about "process" the store manager Christine gave me on the phone. To my surprise, they store folks repeated that only 2 chairs were on the shipment and I will have to reschedule the delivery for the 4th chair. With multiple calls, Christine and Donna, the store leads mentioned how there was some glitch and Christine would call me back. Now its the 26th and I still dont have a chair and they have schedule the forth delivery. No calls back from the management. In spite of paying $120 for delivery, and a month of frustration and multiple calls to follow-up , I still dont have a complete dining set. I had to call them AGAIN and the fourth delivery is being done for the fourth chair on April 4th, Saturday.