Value City Furniture

Reviews

• RC

  Rebecca Call

  1 day ago
  1.0
  Worst customer service I have experienced in a while. We ordered two couches online for quick delivery. We are living in a new house in a new development (important for later) with no furniture so this was very important to me. We could not schedule delivery at time of purchase but were told they would call us to schedule. I asked for earliest possible. A few days later, they call us to schedule delivery for 5 days later, as they were ordering their trucks. I said yes we would be available that Wednesday and told them if they have anything on days before that I would take it, that speed was important to me. I also asked her to document in the instructions that because we are a new neighborhood Google maps does have us yet and have her directions which make it super easy to find. Other delivery companies have found me just fine but it is a little extra work without the simple directions. She confirmed she added those. I get a call the before to confirm and again, I ask her to document the directions. She says they are already there. The morning of, I get a call and confirm, same thing but now I have a window of something like 8:45 - 11:45. I work from home to receive them. At about 9 I missed a call because I was on a work call and I receive a voicemail saying he's having a hard time finding my house and I call him right back leaving the same, simple instructions and ask him to call me back if any questions. I then chat with customer service to make sure dispatch knows what happened in case he calls them. They confirm they are notes on file with directions. No couches, no couches... At 10:38 I chat again with the chat not customer service and ask if the delivery window is still accurate and it replies that I will receive my order at 9:11.... I reply that is in the past which means of course that the not needs to pass me to customer service and they will call me back. An hour later, no call. I chat with the bot again and yes, my message has been given and I will be called back urgently. An hour after that and we are now a full hour later than my 3 hour delivery window. I call the store. The representative said she sees notes confirming the directions but at this point I will need to reschedule the delivery. I ask her if I can get tomorrow. She replies that before they reschedule, the truck needs to get back to the depot and that will not be until later but they will call us first thing to reschedule. No call the next day (Thursday) to schedule. Finally, Friday afternoon (delivery was supposed to be Wednesday morning) WE call THEM and they tell us that we have to wait 4 WEEKS for a new delivery. My husband is on the phone and says that is not acceptable. She says she needs to talk to her manager and will call us back. My husband straight up asks her that because it is getting close to the end of the day, will we really get a call back. She says yes, absolutely. It may be close to an hour but we will get a call back for sure. You guessed it, no call. So our experience summed up... Terrible customer service. A couple thousand dollars of ours they kept for two weeks, about 10 phone calls, 20 bot chats, 1 wasted Wednesday, tons of frustration and still no couches... Now we are disputing the charge with our credit card company. NEVER AGAIN Value City, NEVER AGAIN!!!!
• MF

  Mike F

  Nov 4, 2025
  5.0
  Mike St Marie is very helpful and knowledgeable about most everything we asked about. I would definitely come back and do business there again. The dining set we bought is beautiful!
• JF

  Jill Fischette

  Nov 4, 2025
  5.0
  Received wonderful service from Mike St Marie. Enjoyed working with him and appreciate the knowledge he shared with us. Great experience!
• LG

  LuAnn Gibbs

  Oct 27, 2025
  5.0
  Amber was my salesperson. She is amazing. I bought a mattress. She knew her stuff! Very helpful. She did not stalk me. She introduced herself and offered to help if I needed it. Once I found what I was looking for I called her over. She answered all my questions in a polite, friendly manner. Can’t wait to go back and look for a sofa with Amber’s help! She explained everything to me! What a great lady, great salesperson! See you soon, Amber!
• FH

  Fallon Hamilton

  Oct 19, 2025
  1.0
  My wife and I recently visited Value City Furniture to look for pillows, a rug, and wall art for our living room. Upon entering, we were greeted with, “What are you looking for?”—no “hello” or “welcome to Value City.” The associate then told us that those items were “everywhere” and that we’d just have to look around. Meanwhile, several other employees were standing together chatting and laughing rather than assisting customers. We noticed other shoppers appeared just as unsure as we were. Value City has beautiful furniture, but the customer service experience was disappointing. We didn’t feel welcomed or helped, and we ended up leaving just a few minutes after arriving. A bit more attentiveness and friendliness from staff would make a big difference.

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