Value City Furniture

*Billing Issues
*Customer Service Issues
*Product Issues
*Repair Issues
After much difficulty in the transaction of purchasing one item being a sofa, I am still having issues in getting a full resolution with this company!
1) The company placed unauthorized charges on my Capitol One credit card (I paid via telephone therefore no receipt received), when calling both the store and the Corporate office I was given the run around and no one called me back. When Capitol One contacted them they were given false information regarding the charges. They stated the charges for $ 105.99 was a delivery fee, despite the fact that per the store manager, Jason, my delivery would be FREE. This was confirmed by the Corporate office as well. Also, if the charges were for a delivery fee, why does the charge of $ 105.99 differ from Value City Furniture’s delivery fee of $ 69? Again, my delivery fee was waived per Jason, the store manager and Corporate. I DID NOT AUTHORIZE THE CHARGE OF $ 105.99!
2) After speaking in great lengths with the store manager, Jason, his assistant manager’s Paul and Jackie the information I was given was not fulfilled in terms of delivery fee being waived, taxes being waived as stated by Jenna, Supervisor at Corporate and the many others I have spoken with in the process.
3) When said sofa was delivered it was damaged, yes, a brand new sofa damaged. One of the legs was completely broken off and the wood that connects the base of the sofa was split in half. I addressed the issue with the delivery folks and they said I would have to contact the store. I called the store immediately and left a message for Jason. Days later no one had returned my call, therefore I called again. Jason wasn’t available so I asked for Paul, not available so I left another message. No one called me back again. The last person I spoke with that was non management indicated that the first available service or repair appointment would be a month out. What? That is ridiculous! I just received a damaged product! They also said they did not schedule time frames, therefore they expect you to take an entire day off of work and sit around and wait. Just like they did for the delivery! Finally I called and asked for all of the above and received much run around by the individual (s) answering the phones. I was eventually able to speak to Paul, the assistant manager. He was able to get the service scheduled for a week out. He
stated that he would make sure the appointment would be scheduled for after 330pm due to my work schedule. The day of the appointment I received a call from the repair tech at 930am stating that he was at my home. 930am? far from after 330pm. I call the store immediately and ask for Paul or Jason. Neither were available, I got the run around again. Finally Jason was able to get the technician to come back, quoted me a time frame of 330pm-​530pm. After 6pm rolled around and no technician, I called the store, spoke with Paul. He stated that the tech must be behind. Not my problem! I had been waiting for hours! The technician showed up around 645pm. He didn’t have proper tools to fulfill the issue so he used glue in the meantime. I have yet to hear back from them about another appointment for service to fulfill the issue. Yes, I have left messages for the manager (s). I never received any form of apology from Jason, the store manager. Paul, the assistant manager is the only one who seemed to be genuine in the matter.
I am still with a damaged sofa that when you sit on it, it has a see saw effect. It also had deep scratches in some spots and tiny puncture marks on one of the cushions and on the back base. This sofa was not cheap, therefore there is no excuse or reason for it to be in such condition upon arrival. The unauthorized charges on my card are unacceptable! I will seek out legal assistance if the issue (s) are not fully resolved within a timely manner!

Great place. Only get their American Signature collection — the cheaper stuff is well… cheap. They’re good folks and have free popcorn and drinks (yay!). The American Signature furniture is well made. Searching online is great because they have everything in stock. If I buy any big item furniture again, I’m definitely going here.