Value City Furniture
Reviews and Complaints

We purchased a dining table in June of 2022. It was not the most expensive table $1000.00 so we knew the quality wasn't going to be that good, so we let the salesman talk us into the warranty for $130.00. We thought it would be worth the extra $ in case is was scratched or damaged. We the grandkids came over to carve pumpkins and when I removed the covering off the table I was horrified to find many scratches on the top. I wasn't really worried because we had purchased the warranty that covered ANYTHING! I filed a claim and sent photos of the damage only to be told that the scratches were made over time and I should perform maintenance and take steps to protect the product from damage! What a joke. I didn't damage the table on purpose! They basically called me a LIAR! So very dissapointed!

We purchased a sofa from you guys in 2020 and our sofa has been falling apart since we we got it. Now the frame is breaking and the warranty service is not covering it. We have had some accidental damage as well. I have called multiple times to the warranty service with claim number C2823150 and C2943242 and they are refusing to fix it. Based on warranty, frame damage is covered by warranty. Instead the warranty service stated that my family pulled off the frame. There is no evidence for this claim and they are refusing to fix accidental and structural damage to the claim.

VCF engages in deceptive or misleading practices in that they print their rules and conditions on the back of your cash register receipt which you do not get until the transaction is complete. Meanwhile the salesperson is repeating things like:

1. We want you to be happy.

2. Try it awhile if you dont like it we will return or replace it. Never mentuins a return or restocking charge.

3. We just want satisfied customers.

4. Lets just go up here and I can get you checked out.

I am returning the mattress and expect VCF to return my whole amount without deducting previously unstated charges. This is my complaint which I am sure you will understand and support, Thank you,

JAMES W. Harrison

922 Twin Oaks Rd

RIverside,OH

[protected]

I purchased a leather loveseat recliner and the middle broke. I had the warranty and I filled out the claim. They said it was denied because it had been over thirty days. What a scam I just picked thirty to sixty days because I was not sure when it happened. Then I went to the store to get screws to fix it and they did not have any. I was told to fill out another claim so I did. Then they closed the claim saying already filed a claim.

I have attempted twice to get Pure Promise to clean my sofa. The first time denied, they asked me to send more photos of the markings. When I did send more photos they told me that I waited too long to respond to damages.

RE: Customer ID #[protected] - We bought a TRI PWR LVST/CNL JACKSON IVORY on 5/28/22 from your store in Downers Grove, IL.

“Pure Promise Furniture Protection 5 Year Plan for $249.99” is a great plan for keeping your sofa clean & undamaged.” This is what the salesperson at Value City told me. Now I’m unable to get a warranty cleanup. This plan is a scam when customers need to jump through hoops to get service.

I see ALL Accidental Stains, such as:

Pet/Human Bodily Fluids: Isn’t sweat & lower body fluids bodily fluids? After 1 year of sitting on any furniture wouldn’t these “accidental” body fluids be seen as necessary to keep the furniture free from cracking & further damage?

I have accidental ink pen markings & grease on my furniture which isn’t being picked up well by photos. Grease from hair products can be seen at the top of our sofa. Enclosed are pictures of accidental markings, oils & heat markings on my furniture.

Other Pure Promise Protection customers told me this plan is not good & your salespeople shouldn’t be pushing a plan when customers are unhappy. Also, Value City's customer service is unprofessional & impolite when we call. It makes me feel like I'm doing something wrong rather than being a victim of an intentional scam.

I filed a claim and was told that I was making up things to get new furniture. The warranty company is the only liar, 2 technicians came to my house and in a matter that of 3 minutes they came to conclusion that my springs were broken and not covered and claim for was wood damage. My claim was denied off the 3 minute assessment. I honestly feel that the technician that came 10/22 failed to properly fix my sectional cause further damage. I’ve wasted to much time on this matter, I will buy new furniture elsewhere because I can’t deal with this warranty company anymore. I feel the techs not was fabricated and that they did not come with the intention on servicing my furniture, they saw a black lady and thought scammer. I have uploaded a video to show that damage is internal (hidden under the fabric) so someone standing in my front room for 3 minutes not touching anything see it, also I did hear springs. It’s not that serious to subject myself or my family to discomfort for a new warranty covered sectional.

We purchased a sofa 3 years ago with the extended protection plan that lasts 5 years. I filed a claim and the warranty company said it is normal wear and tear. It clearly is not normal and seems to be a manufacturer defect. I can feel the wood in the arm of the sofa. The plan is supposed to cover defects. I think Value City is ripping its customers off.

Me and my husband ordered furniture was given a date of delivery we throw out old to prepare and took a whole day off work when furniture did not come WE called store to find out furniture would not be delivered for 2 more weeks so unhappy because we had no furniture we waited date comes promised to us and only one piece comes other was told would be in a month layer so we canceled order went to store for refund told at store our check would arrive within 5to 7 business days we waited and no check call today to find out check was not mailed out till 27th and it will take 2 more weeks to receive. This is unacceptable so disorganized unprofessional.

I "purchased" not "financed" a living room set & buffet server ($2,414.12) from your company on 6/6/23. I received email/text confirmation from VCF Waldorf with my order information. Then I received a phone call confirmation with an initial delivery date of 6/16/23 then was left a voicemail stating that they couldn't deliver until 6/27/23. My son took time off work to accept the delivery on my behalf so that I could go to work today. When they arrived today around 1:15 p.m. they informed my son that they only had the base of my table and the server. My son immediately called me, and I told him to advise the driver to wait until I spoke to someone in the VCF Waldorf store to find out what happened to the rest of my order. I called the store, explained the situation, and was told that the computer system has an issue at this time and unfortunately, it's affecting the customer's orders. She said she would take my number and have the warehouse manager call me back. I missed the call due to being in a meeting when the warehouse manager, Quam, called me back at 1:40pm. He left a message to let me know that a table top they at the store was damaged beyond repair so they can't deliver that one today so a new one must be ordered, and my remaining items can be delivered on Friday June 30th.

I called VCF Waldorf MD back and spoke to him personally to ask what went wrong and why was my order not complete and he also stated that the "computer system" had an issue. In the end, he said that the remaining items could be delivered as early as Saturday, July 1st. Me and my son are being inconvenienced. I must lose apx. 4 hours of my day off waiting for my furniture that should have been delivered on 6/27/23 (because of a VCF computer issue supposedly). I didn't pay VCF Waldorf only partially for the furniture, I paid for my furniture in full not partially like I received my furniture today.

We bought the nest sectional sofa in February 2023. So we have had it in our home for four months. We have the dark gray Sherpa like material. The material is absolutely falling apart. It’s almost half the seat cushions the seams are pulling apart, and one of the seat cushions is completely exposed to the inside and the three or four other seat cushions are well on their way to being completely ripped apart as well as a couple of the back cushions are also doing it, and about half of the throw pillows are already ruined. I don’t know if it is this material that is not able to withhold the thread seems but it all seems to be ripping at the seams. I do not think that this couch quality could hold up for the amount of time that we planned. We paid a lot of money for this couch, and it is already trashed four months in. I would like a new couch in a different material. It is absolutely ridiculous for this couch to be falling apart the way it is.

Ordered a new sectional couch in March of 2021 and decided to buy the extended 5 year warranty for about $230. It claims to cover all accidental damage, however when I filed a claim after only 2 years because my seat cushions got completely mangled after sitting on them too hard, they told me it wouldn't be covered because it is a "loss of resiliency over time". This all despite the fact that I specifically filed my claim as an accident and made no reference to this getting worse over time or anything of the sort. They managed to deny my claim after only one business hour but still haven't responded to my dispute.

I purchased 2 dressers from your online store in April. I have since put them together in the small dressers the drawers do not fit properly. I have been contacting the various city phone number since April every 1 to 2 weeks and I am getting no resolution to this I want a replacement for the small dresser That I have purchased. They say I put it together wrong but I put the sliders in the predrilled holes and the drawers do not fit.

I bough leather sofa set one of them came in damaged. However, damages were not discovered upon arrival but couple months later as it was new house we got and we have not moved in yet. After we settled couple weeks after use motor broke and still waiting on replacement. When cleaning there was scratches all over couple were patched with different color. I reached out to get the couch replaced and they were rude and would not help. One of their manger said it was my fault for not inspecting the couch when it arrived but we were caught up trying to figure out why it wasn’t working when it got plugged in eventually it was a bad cable. It seemed that I had recieved one of their floor stock model and they wouldn’t replace it.