I recently purchased a new home and while I wanted to give Value City the opportunity to furnish my new home, this experience has soured me on them completely and I'm forced to take my business elsewhere.
No company I have ever worked with is as stubborn as Value City about their 7 day return policy. I spent $1300 with them and part of that was a $250 rug. I got it in the mail, opened it up, it was too small, so I rolled it back up so I could return it. When I found time I went back, happened to be 10 days after delivery and they absolutely REFUSED to take it. They said they could not take it back, at all. I called customer service and they were no help either. Its just a shame that there are companies like Costco that will take back a used 75 inch TV after 90 days, and value city can't take back a measly rug after 10 days of having received it in the mail. They have absolutely NO customer service.
Value City Furniture and the Pure Promise Protection Program is a scam. We brought a sectional from the store located in Arlington Heights, IL and this protection program and in two years the frame and structure is completely damaged and broken. When we filled the claim we specifically talked about the frame only. It took over three weeks for someone to come to our home to look at the sectional and when they did he apparently listed other things on the report that we didn't report and because of the report that we can't see that was submitted to Uniters Service Center not only will they not fix our broken sectional but no one is willing to help us. All of this after the service guy told us that this should be covered and will be repaired. We have been customers for years and had a credit account with them as well and this is the type of service we get.....WE WILL NEVER EVER SHOP WITH VALUE CITY AGAIN....
The only reason they get 2 stars is because the couch that I managed to get I do enjoy. However, I was also supposed to be getting a kitchen bar and chairs that I ordered at the same time as the couch. They originally said the delivery would be in August and I said that was fine. Then I got 6 different phone calls about scheduling my delivery and each time I said I only wanted my chairs delivered once my table is ready - which they seemed to never listen to. They delivered my "order" which was my chairs only - and the wrong chairs! The delivery people said that the table was still set for August and that the chairs were put in incorrectly by the sales person. I go into the store and nobody helps me! I wait at the customer service desk for over 15 minutes and ring the bell three times and nobody comes. After finding someone else in the store to find a customer service rep for me the man was not at all interested in helping me get the correct chairs! And the entire time NOBODY apologized! Nobody said sorry for the inconvenience! Nobody seemed to care. Never shopping at a Value City Furniture again. They clearly do not care about you once they have a sale.
HORRIBLE HORRIBLE HORRIBLE customer service. If it wasn't for this being the only place that my wife and I could find furniture that we both agree on, I'd never step foot in this store. The sales staff is beyond rude and even get in arguments with each other in front of customers. We went in for a price adjustment of a few items that went on sale 2 days after we bought it. It took over 15 minutes to get anyone at the counter. A manager named Steve came up to the counter and proceeded to yell at us about not being able to pick up furniture today and there is nothing he can do to help us. #1 we weren't even there for a furniture pick up. #2 he started yelling at us without even knowing who we were or why we were there. #3 yelling at a customer???? We have had multiple problems with Steve and if you see him I suggest just leaving. There is not a single salesperson there that is helpful. Also if you try to get a district manager or anyone higher up to speak to about your issues, they only give you a call center number. I don't want to speak to a call center that gives me the same run around the store managers do. Who holds these managers accountable for anything??
Truly truly disappointed...
Buyer beware... let me preface this by saying that I have been a long time customer of Value City Furniture... 2 bedrooms, 2 living rooms, dinette and bookshelf and countless referrals... purchased a sectional 2 yrs ago. discovered recently that the springs failed and that there was a crack in the frame. I purchase the Pure Promise Protection as well. Filed a claim for the damaged furniture. Tech came to my home and verified the damaged... However, claim was denied with no warning and zero communication. I found out by going to the website and researching myself... called Value City and went to the store and was told there was nothing they could do... I disputed the claim 30+ days ago and zero response which is no surprise.
I'm only one person so they won't miss my business but hopefully I can help someone else avoid the pitfalls that await them at Value City.
Buyer beware... the merchandise may look good and the prices may be reasonable but the service is abysmal. Do yourself a favor and shop elsewhere. the few bucks you'll save short term is not worth the disappointment long term... and if you do find yourself buying from VCF, let it be know that the Pure Promise is a Pure Ripoff. Save your money.
Value City Furniture is a US Furniture Store based in Arlington Heights, Illinois. Value City Furniture is located at 40 W Rand Rd, Arlington Heights, IL 60004, USA.
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