The complaint has been investigated and
resolved to the customer's satisfaction
Value City FurnitureExtended Warranty

Me and my husband purchased a living room set which was comprised of a leather sofa and leather loveseat. It was purchased in 2005, and I was convinced by the salesman to purchase the extended warranty for the fabric protection. He stated that even if a knife was taken to the furniturre, the extended warranty would cover it. However, when I accidentally punctured the leather while cleaning, I was told that the repairs would not be covered. The technician which came out to my home to look at the damage made the hole in the sofa even bigger. He ripped a hole which was about an inch long into a hole that is now about six inches long. And apparently not covered by the insurance which I paid almost $200 for.

When I received the denial letter, I called both Value City Furniture and Stainsafe to find out why the rip was not covered. I was told that the technician reported it as a manufacturer defect. Throughout this process, no one was very helpful, and I am still waiting for a phone call back from the corporate customer service line, 3 days ago. I was told they call back the same business day. The store manager at the Mechanicsburg store, Jeff Kovak, was also very rude and unwilling to help. At one point, he even refused to acknowledge that there was a direct line to the customer service, although it is a long distance number. I had to argue with him, until I finally mentioned that the store manager at the Hagerstown store had informed that there is a long distance number, but he was not allowed to give it out since our account was not at his store. Conviniently, Jeff Kovak took an hour long lunch to avoid talking to me the second time.

My issue is still not resolved, and I have to go through a lot of hoops to get the protection that I paid for when I made my purchase.

Beware of the poor customer service and poor quality of furniture. Not to mention that they will do anything to not have to fix problems even if the appropriate warranty were bought!!


  • De
    Della Robinson Aug 20, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I bought my daughter a bed and mattress set from Value City Furniture and had to return the mattress within 6 months. The technician that came to check it for stains told me that I was sold a "DUD" mattress and that he has never seen one do what this one did. Value City Furniture has refused to cover the damages that their subcontractors did to my home. I have been given the runaround by all I have spoken with and I was told to accept $600 for a repair that was quoted as $1250 or my claim would be dismissed. Value City Furniture is a horrible place to buy from. They are cheaters, liars and they are getting away with FRAUD. I have filed a complaint with the Ohio Attorney General's Office and I will do everything I can to hold the liable. Value City Furniture has 153 consumer complaints and 1077 BBB complaints and they are all siting being cheated, lied to, being sold warranties under false pretenses as well as a host of other deceptive practices. I along with all of you are tired of what they are getting away with. File your complaints with the Attorney General's office, consumer Affairs if you have one, call and ask for their licensing agency and report them for breaking state laws and contract laws. The law reads: if VCF has a contract with their subcontractors, VCF is the responsible principle entity to deal with and not the subcontractors. Keep filing complaints so they continue to grow to get the attention that is needed. Hopefully and eventually, Value City Furniture will be brought to their knees!

    0 Votes
  • Po
    PoliticalSlim May 19, 2016

    This warrant is official! I used it twice in 10 years to get new sofas and loveseats. Just follow the directions, such as filing the complaint with 14 days. The process was easy and fast, I would recommend their furniture and Fabricare warranty to my friends and family

    0 Votes
  • Ha
    Harvinder207 Apr 20, 2016

    I bought recliner sofa from Value City Furniture in 2011. Bought warranty as suggested by their representative. But when I went to claim some damage after a few year, I was told some rule that it should be reported within two weeks. They do offer to give contact of authorized service persons in the area who can come and repair it, out of my pocket. I think if I would have saved the money initially and not bought the warranty, I could have afforded that.

    1 Votes
  • Jw
    Jwolf Oct 17, 2015
    This comment was posted by
    a verified customer
    Verified customer

    So I had bought a couch from Value City Furniture (VCF) about two years ago. The salesman highly recommended that I get the warranty to go with it. He assured me it was a great thing to get because it would cover any type of damage. I like to have a safety net when making big purchases so I went for it. When the time came that I actually needed to use it, they arranged for a technician to come out and look at it. The man who arrived at my home was extremely arrogant and flat out rude. Mind you, I was told by a VCF customer service rep prior to this appointment that they will want to know what happened to each and every crack, tear, or rip. So when I tried to explain the rip in the cushion he cut me off told me not to bring my son into it, and we went back and forth about the legitimacy of the rip in the couch. After that he only paid attention to the cracks and the peeling.

    I'm sure he's heard just about every excuse known to man and his job is to prevent your average person from getting couch cushions replaced, but it horrible for those of us who genuinely did have something happen their couch that is more than just a "crack or peel."

    He then said he needed to call customer service from my phone, and I immediately knew that they weren't going to do anything to help me. He handed me the phone and rushed out of the house. Then the customer service rep got on the phone and asked if the technician had left. She must have thought I was stupid, but I knew exactly what she was doing. She was stalling to give the technician enough time to leave so that I wouldn't have time to question or argue with him. The customer service rep told me that it was denied because there were only cracks and tears in the couch. He never reported the rip. She asked if he had offered any information on places that could fix those issues (for a fee). I told her he didn't offer anything to me. He just looked at the couch, called her and left.

    Moral of the story is, don't get the warranties from Value City. It's a complete rip off. You will get rude customer service all the way around, from the moment you call to report a problem, to the moment they leave your house. As I've learned the hard way, the VCF warranty is shady, and they really only want to make that money. They will try extra hard to get you to the warranty, but be warned, they will also try extra hard not to help when you need to use it. I am so disappointed with them, and I want to make everyone aware to save them the headache of dealing with really crappy people.

    2 Votes
  • Je
    jeskaraye Oct 13, 2014

    Just the same as all of you we had the same experience. We purchased 2 leather side chairs. The one chair ended up with punctures on the back side so I called to report the issue. I too was told "Your child can take a knife to the chairs and it will be covered!" when I got sucked into paying for this "extra coverage". I am also being told the damages are - Accumulation of Damages. So is that another way to say your damages, although were told to you would be covered, are not because we just wanted your extra money? Not to mention that they missed the delivery times for my couch and chairs THREE TIMES! What a joke of a company! I will not be purchasing anything from there again!

    0 Votes
  • Dl
    dllzf Oct 17, 2013

    We also bought a sofa set with 7 years fabric warranty. We accidentally scratch the sofa.
    We filed a report on time and they send a technician over to take some photos. The technician says they will get back to us within 10 days. But they never get back to us and after a month we call them back to check what is going on, all we hear back is the excuses they can't honor their warranty. Their excuse is our sofa only have 2 scratches, which is not qualified as rips and tears.
    tears, rips but not scratches. It is disgusting how they play the word game and trick customers.

    2 Votes
  • Di
    disap68 Jun 12, 2013

    I also bought the extended 7yr warranty on a sofa and couch, had some people over and found some stains and burns on it. called warranty center, filled claim, took almost 30 min, they couldn't find me in the system. but value city had no problem finding it.
    I was told to send 5 pic of damage along with the original receipt, and email them. asked the lady with a thick accent 5 times to spell out the email address, found out it was wrong. now since they didn't receive my info within ten days they denied claim.

    2 Votes
  • Ma
    Makeyouup Dec 29, 2012

    I also purchased warranty for 5 years on my leather sofa through the Crest Company at Value City's Manahawkin, NJ store. I called when I noticed seam rippage which happened to occur 4 years after I bought it. When I called, they sent a technician out who took pictures and said that they would probably have to replace the leather cushions. It took over 3 weeks to get a call from Value City Service saying they were denying it because it was accumulated damage. When asked how she knew that when I just noticed the damage, she just repeated that it was denied. Sounded like protocol to me. I was told your kids could jump on the furniture, break the frame, and they would replace it. It's all a bunch of BS. If I ever purchase furniture from them again it will be to get that $ back because they said if you don't use the service, you get the $ credited to your next purchase. I paid for extra warranty on 2 sofas. I will not pay for another warranty and I will never purchase furniture from them again,

    1 Votes
  • Fa
    farber Jul 17, 2012

    Do not purchace Value City warrantee - it is a scam. While value city is okay their warrantee is wothless. You have to deal with the warrantee comp-any yourself - value city has nothing to do with it and they will find every excuse not to fix a problem. I had a 7 year warranty for a leather coutch and love seat. The loveeat ripped 2!/2 weeks ago bofore I left town and returned 1 week ago. After taking all information, and wasting 15-20 minutes of my time the rep said he would return with muy confirmation number. Then he says that of course the warrantee company would not cover anything but they would be providing me with a list of repair people. I said you've scammed me.

    3 Votes
  • Na
    Navorria Plummer Jul 09, 2009

    I bought furniture form the Greenbriar store in Chesapeake Va in 10/21/2004.I spent approx. 8, 000 in furniture. I was told by Heidi Purdie the sales representative that all stains would be covered. I was not told you have to report it in 5 days, to be covered under warranty. I called the [protected]. The warranty department took my information down. Then I ask the lady on the phone what's next. She told me that I had to it in 5 days, to be covered under warranty. She tells me its not covered under warranty since its been going on for years. I also told her I have been cleaning it in with the fabric protection. I was so upset. Value City should be responsible for there sales person action. Just to get a sale they will tell you anything. Im a firm beleiver what goes around comes around.

    2 Votes

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