DO NOT WASTE YOUR MONEY OR TIME HERE. This has been the worst experience we've ever had with a…read morefurniture store -- we're even considering legal action.
We bought a living room set with a 5-year warranty totaling $1,577. One of our couches was damaged beyond repair. The warranty company approved a full replacement and told us we could get either the same couch or store credit for the original amount ($621). Value City offered just $358. After pushing back, they increased it to $552, still short of what we paid.
We then found what looked like the same couch in a different color. When we asked for that one, we were told it was a different model ("Galaxy" instead of "Felix") -- even though it's clearly just a renamed version of the same couch. We believe this rebranding is to keep customers from using their warranties.
Then we reviewed our original receipt. We were promised free delivery, but were charged $139.99. Our total was $1,577, but the furniture with tax was only $1,437 -- that $140 difference is the delivery fee they claimed we wouldn't be charged. When we pointed this out, they literally tried to argue basic math with us. At one point, an employee even admitted the math was off and brought it to a manager, who still claimed it was "correct," using nonsense calculations that made no sense.
Frustrated, we gave up and picked out a cheaper couch for $499 just to be done with them -- a couch that lacked many of the features we originally paid for, but we were exhausted by the constant back and forth.
Next, we were told the couch was ready for pickup. But when we called to confirm, they told us we had 48 hours to pick it up before it would be sold, even though that was never mentioned in person, over the phone, via text, or in email. Since we both work, we asked if they could hold it until the weekend. They couldn't promise that.
We ended up ordering a second couch, with a pickup scheduled for July 23. We rearranged our work schedules to pick it up in the 48-hour window. Then, out of nowhere, we get a call on July 17 saying it's ready and needs to be picked up that day. My husband said he couldn't make it due to work but reminded them our pickup was scheduled for the 23rd. He was told again: only a 48-hour hold.
He left work early on July 18 to get it, drove 45 minutes, only to be told the couch wasn't even there -- the one that arrived was for another customer. The warehouse staff, who actually seem to know what they're doing, apologized and said they'd ask a manager about waiving the delivery fee for all the trouble. They were the only part of this experience that wasn't a total disaster.
In total, we're out $272 between the bogus "free" delivery ($139) and the warranty credit shortfall ($122), not to mention losing work time and still not having the replacement couch we paid for. Their customer service is disorganized, rude, and completely unhelpful. Basic math doesn't apply here, apparently.
To their credit, Jeff -- one employee -- was helpful and actually got us the second couch without additional cost, even throwing in a free warranty. But the store acts like they don't want you to talk to him -- we were constantly told he wasn't available.
This place is a joke, and based on a quick Google search, we're clearly not the only ones dealing with problems. Check your receipts, question everything, and if possible -- shop somewhere else. Attached photos show our original couch (tan with power), the renamed version ("Galaxy" brown), and the stripped-down model we had to settle for (tan without power).
