Value City Furniture

Value City Furniture

Value City Furniture

5516 Leesburg Pike

Falls Church VA 22041 Dear Sir or Madam: Prior to making my purchase of living room furniture from Value City Furniture (Falls Church, Virginia), I was warned by a friend of their deplorable delivery service. This person regaled me with a tale of an attempted purchase of a 5-piece bedroom set. On the first delivery, one of the five pieces, a dresser, had a broken leg. On the second delivery, the dresser was a different model and color, and from a different set to boot. After her second refusal of delivery, she was told by Value City Furniture that the piece was on indefinite backorder and her order was cancelled. Unfortunately, I incorrectly believed that her experience was an isolated incident. It assuredly was not. I have now come to learn that Value City Furniture is truly synonymous with abysmal delivery service and incompetent customer logistics. I was to have a couch delivered on Wednesday, May 25th, from 11am to 2pm. I explained to the delivery scheduler, that due to condominium restrictions, furniture delivery would need to take place between 9am to 5pm. They assured me that it would be delivered within the three-hour timeframe and would not be delivered outside of the condo delivery hours. With such assurances, I took the day off of work in order to be available to receive the delivery. At 1:30pm, Value City Furniture called me and stated that I would need to be reassigned to the 3pm to 5pm window. The reason for the delay was traffic. How a professional trucking company could be caught unaware and not anticipate the traffic around a major metropolitan area is beyond me, especially since I only live 5.8 miles from the Value City Furniture store, from which the delivery was supposed to originate from. At 4pm, I called Value City Furniture to check on the delivery time and was told that it would be delivered "in about an hour." I informed the dispatcher that I could not accept a delivery after 5pm due to the condo rules. The dispatcher informed me that I would need to schedule it for another day since it would probably be coming at around 5:30pm. The dispatcher suggested a Thursday delivery. I explained that would not be possible since I had used up my accrued vacation time waiting around all day on Wednesday and that Value City Furniture would need to wait until I accrued enough vacation time to spend another entire day waiting at home. The dispatcher ensured me that they would be outside my condo at 9:30am the following morning. I didn't go to work on Thursday, mistakenly assuming that the delivery would be made at 9:30am. At 10am, I contacted Value City Furniture and was told that the truck was getting prepped and that the dispatcher was incorrect in stating that I was to have the furniture delivered by 9:30am. Instead, I was scheduled to the 9:30am to 12:30pm slot. At 10:30am, I contacted Value City Furniture and spoke with a manager and was told that the delivery would be made in thirty minutes. Due to calls from work, I felt that I needed to ensure that this was resolved as soon as possible, since this belated delivery was beginning to seriously infringe upon my work. At 11am, I was told the truck was twenty minutes away and, at 11:30am, I was told that the truck had to return to the warehouse after forgetting something. At 12:15pm on Thursday, twenty-four hours after the original delivery time, the couch was finally delivered, after traveling the whole 5.8 miles. After factoring into the purchase price of the couch the two days of lost productivity at work and lost vacation time, I can inequitably state that Value City Furniture's furniture has absolutely no value. If I knew prior to placing my order the lost time, lost money and accumulated aggravation that dealing with this company would cost me, I would definitely have plunked down the required cash to purchase the same items from a higher-end store. At least now, my friend will have a companion tale of Value City Furniture incompetence to accompany her own, to ensure that listeners will not mistakenly believe that her interaction with your company was an isolated incident. Very truly yours,

Jason Better Business Bureau

1411 K Street, NW Suite 1000

Washington DC 20005 Click this link to e-mail the message author: Email User

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I have also had a horrendous experience shopping with Value City Furniture. The people at the store were just as nice as could be, and several of our pieces have defects, small enough we decided to overlook, but the delivery is ridiculous!

We were first offered two separate days to have our furniture delivered. We declined and said we'd rather wait for the second day, just to have everything delivered at once. They said that was fine.

A few days before the delivery, they called to let us know that one of the items would not be available for at least three more weeks. The lady told me that I "should have taken it" when I "had the chance" because I was now bumped onto a waiting list! No one mentioned anything about a waiting list when I turned down the first delivery date, and I was told I had better accept what they could currently bring because otherwise more of the pieces may not be available when the already missing piece came in.

I had to schedule this new delivery around my husband's work schedule and my grandfather's surgery, and I was furious. I was polite anyway and told them I was disappointed but would accept what they could bring. I was assured the new missing piece would be in, they set up a delivery date, and once again I received another phone call a few days before it was to arrive telling me that I "didn't make the current waiting list" and would have to wait since I was "bumped" onto the next available shipment of that piece of furniture.

The man who called wasted ten minutes of my life explaining, quite cheerfully, the way that the shipping and delivery operations run, and told me that of course I could understand how a multi million dollar furniture company could run into problems. He interrupted me repeatedly to continue talking about the plethora of reasons and complications their poor store has in maintaining correct shipping and delivery times, going into great detail about how everything was made by hand and blah blah blah- it was like listening to a commercial! I had to cut him off and tell him I was hanging up! I looked at the phone and checked; he had actually babbled on for ten minutes telling me how wonderful the company was after telling me that my furniture would ONCE AGAIN not be delivered.

We ordered this furniture in August. At this rate, they will supposedly be delivering it in October.

I'm not holding my breath.

He also asked me if there was something else that I might like to substitute my piece for? I told him no, since I wanted the furniture to MATCH. Ugh.

From the way we were treated in the store, I would have recommended them to anyone. After this debacle, I'm making sure no one I know ever sets foot in there. I will not buy anything from there, ever again.

Every time I have called I have been bounced around from one person who "didn't have access to that information at this time" to another, and despite my adoration for the Arts and Crafts set, I'll spend the extra money to buy a whole NEW set from another store before I would bother to replace a single piece!

I pity the people who work there, I really do. It's got to be awful to go to work and know you're lying to people, or at least, withholding information. Had I known what the delivery fiasco would turn out like, I would have shopped elsewhere. And according to one associate, "it's a very common problem..."

I'm sure it is.

Comment On This

I have also had a horrendous experience shopping with Value City Furniture. The people at the store were just as nice as could be, and several of our pieces have defects, small enough we decided to overlook, but the delivery is ridiculous!

We were first offered two separate days to have our furniture delivered. We declined and said we'd rather wait for the second day, just to have everything delivered at once. They said that was fine.

A few days before the delivery, they called to let us know that one of the items would not be available for at least three more weeks. The lady told me that I "should have taken it" when I "had the chance" because I was now bumped onto a waiting list! No one mentioned anything about a waiting list when I turned down the first delivery date, and I was told I had better accept what they could currently bring because otherwise more of the pieces may not be available when the already missing piece came in.

I had to schedule this new delivery around my husband's work schedule and my grandfather's surgery, and I was furious. I was polite anyway and told them I was disappointed but would accept what they could bring. I was assured the new missing piece would be in, they set up a delivery date, and once again I received another phone call a few days before it was to arrive telling me that I "didn't make the current waiting list" and would have to wait since I was "bumped" onto the next available shipment of that piece of furniture.

The man who called wasted ten minutes of my life explaining, quite cheerfully, the way that the shipping and delivery operations run, and told me that of course I could understand how a multi million dollar furniture company could run into problems. He interrupted me repeatedly to continue talking about the plethora of reasons and complications their poor store has in maintaining correct shipping and delivery times, going into great detail about how everything was made by hand and blah blah blah- it was like listening to a commercial! I had to cut him off and tell him I was hanging up! I looked at the phone and checked; he had actually babbled on for ten minutes telling me how wonderful the company was after telling me that my furniture would ONCE AGAIN not be delivered.

We ordered this furniture in August. At this rate, they will supposedly be delivering it in October.

I'm not holding my breath.

He also asked me if there was something else that I might like to substitute my piece for? I told him no, since I wanted the furniture to MATCH. Ugh.

From the way we were treated in the store, I would have recommended them to anyone. After this debacle, I'm making sure no one I know ever sets foot in there. I will not buy anything from there, ever again.

Every time I have called I have been bounced around from one person who "didn't have access to that information at this time" to another, and despite my adoration for the Arts and Crafts set, I'll spend the extra money to buy a whole NEW set from another store before I would bother to replace a single piece!

I pity the people who work there, I really do. It's got to be awful to go to work and know you're lying to people, or at least, withholding information. Had I known what the delivery fiasco would turn out like, I would have shopped elsewhere. And according to one associate, "it's a very common problem..."

I'm sure it is.