Value City Furniture / Poor customer service
I purchased a bedroom dresser and futon from Value City Furniture in August of 2007. A month later I started having trouble with both pieces of furniture. Since, I paid extra for repair, I contacted the Falls Church, VA store and informed them that one of drawers in the dresser would not open and the futon tore and I was having trouble opening and closing the frame. The young lady made me an appointment, but no one ever called to confirm. I continued to phone, but was told to call back each time. Finally, in December 2008, someone called me back and gave me an appointment for Jan 13 09. The gentleman who arrived was very nice and fixed the tear in the futon, but took my drawer back to shop because the wooden bar was larger than the slider. After two weeks, I called the VA store to find out the status of my drawer and was told to contact the New Carroltton, MD store. I called the MD store and asked about my drawer and told to call back to speak with the person who schedules repairs, which I did. It became apparent that the young lady who does scheduling does not work in the morning or early afternoon. When I finally spoke with someone two weeks ago, I was told my drawer was ready and I could come pick up the drawer, I explained that I work in VA and it would be a little difficult for me to pick up the drawer. Since, I would be off the following Friday, I asked if I could schedule a delivery on 6 Feb 09. I was told someone would call me back to confirm, but I never received that phone call. Since 16 Feb 09 was a holiday, I figured I would go and pick up my drawer from the New Carrolton store, so I went on their website to get the phone number. While I was on the website I clicked the link for futon's and noticed the frame I have was not erected correctly. I called the store and asked if I could come pick up my drawer, since I called earlier in the week and was told it was ready. I was placed on hold and later told that I could not because the young lady who does scheduling was not there and would not be in until tomorrow and to call her tomorrow at 3:00pm. I asked the young lady why I could not come and pick up the drawer since it was ready and I was placed on hold again and told that I needed to speak to someone tomorrow at 3:00.
To calm myself I took the futon off the frame to check if it would be difficult for me to flip the bottom frame and put it on correctly, so the futon would stop sliding of the frame. I noticed that some screws were screwed in using washers; some washers on top; some on the bottom and some screws did not have washers at all. Now I understand why it is so hard to return the frame in a sitting position because the back head frame is probably on backwards. So, now I have to wait until tomorrow to see when and if I can pick up my drawer.
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