Complaint Review: Value City Furniture

Value City Furniture store #101, Dearborn, MI, 48126, is more concerned with revenue. Purchased a reclining sofa with a reclining chaise that attaches to it and a three year warranty, February 2011. It was delivered, March 3, 2011. After the delivery men left, I sat on the furniture and realized the sofa was broke, WOW! I called the store immediately and was told that the person (Phillis) who handles repair order was not in the store and I could reach her the next day in the a.m.

I called the following day, spoke with Phillis and she explained to me that they were behind with service request orders and she schedule me an appointment thirty days later, REALLY! Thirty days later when the repair technician checked the furniture, he stated the sofa was broken and it needed to be replaced and it was.

I don't recall how long after the new sofa was delivered, but the furniture began to have issues once again. I went to the store, Phillis was not there, so I spoke with an Sales Associate. I explained to her the issue I was having with the sofa, again and the Sales Associate explained that my options were to swap the sofa again or pick something new and pay the differents, NOT! Why would I give up additional monies, when I received crappy service from day one. I got what I could afford at that time and paid in full? It was an issue with putting my money in there register, the issue came with me wanting excellent customer service.

I can not remember how many time this furniture has been exchange, but once was to many time in me opinion. Again! I started having issue with the furniture and I was apprehensive about contacting the store because of the awful service I have experienced but I needed resolution. I went into the store and I spoke with Phillis about the issue I am having with the sofa and she schedules an appointment for, Friday, April 27, 2012, for the service tech to come out and inspect the sofa. After he exams the furniture, he tells me the frame is cracked and that someone will contact me, Monday, April 30, 2012 regarding his finding.

Monday, April 30, 2012, Phillis contacts me and explain to me my options, either have the sofa repaired or pick something out and pay the differents from the depreciated amount (less $176.00). I feel if the company really value customers, they should eat the cost of replacement not me. I am sure they know what DAMAGE CONTROL means since they have been in business for a long time. I am a returning customer. I purchased a 3pc living room set from Value City Furniture years back. I loved it. I had not problems or complaints and the chair was a recliner that I still have, today! I replaced my 3pc set with the sofa I bought a year ago and I am not impressed with VCF anymore. Two thumbs down from me and would probably never shop their again or recommend them to anyone, EVER!