Value City Furniture

I am extremely displeased with the level of service I have received from this store located at:
4300 Portsmouth Blvd #200, Chesapeake, VA 23 321
In October I contacted the store via phone in regards to placing a ticket for my couch to be repaired. I have the «Big Softie» couch. The seams are ripping in multiple areas and the chaise recliner is broken and no long has any support. I spoke with a woman and she let me know that I should be receiving a call in a few days with a date that the technician will be able to visit my home
After receiving no phone call, I made another call to the store early November. I spoke with a woman again, she apologized saying that they were super baked up due to the holidays and that I should receive a call within a few days. Still once again after receiving no phone call, I called the store back again in mid-​November. I spoke with a man this time, he once again apologized and said he had no record of me calling in October just November. He was unsure why I haven’t received a phone call but he promised me I would be receiving a call within the next few days. A day or so later I received the phone call. A technician was scheduled to come to my home on 12/​16/​2015 between the hours of 2:30pm-4:30pm. On 12/​16/​2015 my husband called the store around 1:30pm just to confirm the delivery time. The woman he spoke to confirmed the time. The driver did not show up. We were home all day as we had other furniture we just ordered from value city delivered. My husband called the store again and a woman told him that someone named «Lelane» or «Lilian» (?) or something similar canceled our request. At this point, I was extremely annoyed and displeased. I visited the store around 7:00pm that same day. I spoke with a woman at the customer service desk. She apologized for the inconvenience once again. She could not tell me why the driver did not show up because we were scheduled to be on the route. She told me that a manager would contact me the next day to let me know what happened and to try to come to a resolution for me. Instead of a manager calling, the service department called my husband and said that their next available date for the couch to be fixed would be on January 6^th, 2016.
I instantly called the store. I spoke with the same woman who I spoke with in the store. We went back and forth. She first told me that unfortunately January 6^th was the best she could do. She still could not tell me why no one showed up on ¹²⁄₁₆. I proceeded to express my frustration to her and that I felt like I was being treated extremely unfairly. This couch I purchased was $ 2300 and I just made a large purchase of over $ 3000 in the store. She then said that perhaps they could just exchange the chaise for now. She then told me the chaise would not be able to be delivered until ¹²⁄₃₀. I told her that that was not an option and that it wasn’t just the chaise but that the whole couch is ripping. She once again said that that was the best she could do. I told her that I will personally deliver the couch and to please just allow me to exchange my couch. I noticed that the chaise for the display couch in the store was broken as well just as mine was. She told me to take pictures and to email the store and she will see what she could do and someone would get back to me. This morning I emailed the attached pictures of my couch. After receiving no follow up call from the store I decided to call myself. I spoke with the same woman again. She told me that a technician would have to come out to the store and that once again the soonest available would be January 6^th. Once again I told her that this would not work and I wanted to know why the technician did not come out. I cannot continue to take off work. She still could not tell me. Then she finally said maybe someone could come out Wednesday but I would receive a phone call Tuesday if they could, however she didn’t know for sure. Still, extremely upset, I asked to speak with the manager. I then spoke to a man named Edward. I explained my frustration towards him with the product and the level of service I received. He told me that I was not on the route for the driver on ¹²⁄₁₆ so that is why he didn’t come. I told him that I have received multiple confirmations that I was on that route. He proceeded to ignore that and started to talk about my couch. I told him that honestly I would prefer to just exchange the couch because I felt like it was defective. He then proceeded to mock me and tell me that he thought the most important thing was to have it fixed by the holidays. I asked for the corporate office’s number. He then proceeded to tell me that he could have some out to fix my couch most likely Wednesday or sooner. Once again I told him I didn’t understand why I was asked to have pictures sent if they didn’t do anything. He said I can speak to the manager tomorrow if I wanted to. I will not be purchasing from this store again.

I ordered a table, 4 chairs and a buffet in October 2013. Got the table and chairs in October, the buffet was suppose to be delivered the day after Thanksgiving. I ordered 2 additional chairs in November. The buffet was finally delivered in January 2014. I went to put the glass shelves in a low and behold no support brackets. Called and two days later received a call that said they would deliver them in a little over a week. I told them I am not taking time off work again so leave them on the porch. Was told they couldn’t do that, REALLY!!! I told them to mail them then because they might get here sooner. Still no estimated delivery time for my extra 2 chairs. MY LESSON, IF THEY DON’T HAVE IT IN STOCK DON’T ORDER IT UNLESS YOU WANT TO WAIT MONTHS FOR DELIVERY!!! One side note the delivery drivers/​installers and salespeople were awesome.