Value City Furniture/Damaged Furniture

Value City Furniture

Re: Baltimore #2 Service

I purchased the Soho red, microfiber sectional and had it delivered the

first week of August 2005. A few months later my mom noticed that the

material on one of the cushions was bunching. She smoothed the material and

somehow noticed that there was no zipper pull in the back of the cushion and

it was completely opened in the back. I finally remembered where the receipt

was and called the store in early January since the merchandise has a

standard one year warranty. I was immediately scheduled for a service visit

to take place on January 13th. I had to re-schedule due to conflicting

appointments, so the service man came to my house on Thursday, January 19th.

My husband took the day off, but the gentleman actually showed up prior to

me leaving for work. He was the most rude person I've had the displeasure of

meeting. He basically called me a liar because I had no idea how the zipper

pull could have been missing. I don't understand why someone would assume

that I'd rip up my furniture after spending my hard-earned cash to pay for

it. Needless to say, he said that he did not see any way to repair the

piece. Since the warranty says that VALUE CITY will repair, and if the piece

does not meet factory specifications after repair they will replace the

item, I thought it would be replaced since it couldn't be repaired at all.

Silly me.

Over a month has passed, and I have had numerous telephone conversations

with a rude and extremely flip girl in the service area. I have yet to

receive a call with the scheduled service date because they are waiting on a

"zipper pull," which we were told was already ordered when my husband spoke

with Necie Smith on February 2nd, then I called the store on the 16th to

hear Stacy, Svc Manager, say it was ordered on January 13, then only to call

back to tell me it was acutally ordered on 2/7/06.

Apparently, when the service man was in my home he assessed that the unit

could not be repaired, but amazingly two weeks later--without the couch in

front of him--he has changed his mind and now states that it could possibly

be repaired with two people. Who should I believe the person who came here

and actually performs service repairs, or the service manager who says that

he has changed his mind and he believes it can be repaired?

I have been a faithful customer of Value City for 10 years. I purchased all

of my major furniture pieces there. I am so disgusted by the lack of

customer service displayed by the Baltimore#2 store that I will NEVER

purchase anything from Value City again. I would rather pay twice the price

for furniture elsewhere than to ever spend another dime at any Value City

store. It doesn't help that I'm out $1,023 with a damaged couch, which now

has a hole on the corner of the arm from the material being pulled too

tight. It is obvious to me that Value City is just in the business of making

the consumer sale, they have no intention of creating customer relationships

that will keep the business coming back for years and years to come.

I was furnishing my entire home room by room. It took my 5 years to be in a

position to furnish my first home with new furniture. Since the pieces we

bought while we were in the apartment held up so well (dining room set,

bedroom), I went back to Value City to give them my business. To date, I had

furnished my living room with Value City, and began the family room. I had

three bedrooms,and dining room chairs that were yet to be purchased. Value

City has made the once thrilling experience of furnishing my first home one

of my worst experiences ever.

I don't have much faith in your company to see this issue through to

resolution based upon the type of service that has been extended thus far.

Yet, I'm still intrigued to hear the response from your office.

Laurie Evans