Complaints

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 2nd 2025 I came to the Amherst store location to purchase a reclining Loveseat, on that day I was advised by the sales *** that my item would be available for pickup the week of January 6th and she stated that I was able to select any day between Tuesday and Saturday for pickup, I elected to pick up the item on January 11th, my sales *** advised me to call on the 11th to confirm the item was available. On January 11th I called the Amherst location 3 different times and was told by two different ***s that they would go into the warehouse to see if the item was there, on the 3rd call I was told that the item was not at the location and that their next shipment would be on January the 14th and the item would be available on January 15th, I explained to the *** that I would not be able to pick up until Friday January 17th, that *** advised me to call again to confirm the item was available on the 15th or 16th. On January 16th I called to see if the item was available after 2pm, I called the store at 2:30pm to see if the item was available, the *** advised me that they would again have to have someone go into the warehouse to confirm, after over an hour I recieved a call stating that the item was again not available, I requested to speak with a manager after another 35 minute wait, another *** came onto the line to advise me that the item was there for pickup, I advised the *** that I would be at the location on January 17th to pick the item up. I went to the location and after a 45 minute wait the warehouse *** advised me that he was unable to find the item and he looked thru the whole warehouse, he stated that he spoke with his manager who stated that yes the item was there but that since his *** could not find it that I should return to the store on January 18th to pick up the item when the manager was there. At this time I am no longer going to obtain the item due to the long draw out issues.

  Business response

  01/23/2025

  Dear ******** *******
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  After reviewing your invoice on 124-296961,
  we do see that your order was cancelled and refunded  Refunds were processed 

  On 1/18/25 for $73.94 card ending with 4264
  On 1/18/25 for $1087.49 card ending with 5078
  On 1/16/25 for $108.75 card ending with 4264
  
  Please allow 3-5 business days for processing your credit.
  Thank you
  Resolution Supervisor
  *********
  

  
  

  Customer response

  01/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** *******

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The delivery, which was expected earlier and arrived later. The drivers were great! Additionally, the delivery was incomplete as the full set of furniture ordered was not provided. The missing items include nightstand, and bed frame set.This delay and incomplete delivery have caused significant inconvenience, as I had planned my space setup around the promised delivery timeline. I would like to request the following to rectify the situation:1. Immediate delivery of the missing items.2. Compensation for the delay and inconvenience caused, such as a discount, partial refund, or store credit.Please let me know how you intend to address this issue and provide a resolution timeline. I look forward to your prompt response and resolution of this matter. I tried calling numerous times with no success.17 *** was expected date for remaining items. Today the driver deliver the other night stand . We have two nights stand that don't match. No bed set, no new date for delivery. 1 month later Sincerely,******** *******

  Business response

  01/21/2025

  Dear ***** *******,
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  After reviewing your invoice on 100-510770,
  we do see that your order was delayed by the manufactor.  We apologize for this experience, however we are unable to control any manufactory delays. Delays can occur for a number of reasons, and we try our best to keep our customers informed with the most current information when this happens.
  
  All dates are tenative, so they are subject to change. Our records indicate that you and your wife spoke with the store on 1/20/25. You currenty have a delivery set for 1/29/25. Once the delivery is completed we will be happy to process fair compensation of $400.00 back to your **** card.
  
  Thank you
  Resolution Supervisor
  *********

  Business response

  01/30/2025

  Dear ***** *******,
  
  On 1/21/25 we emailed you regarding your remaining items to be delivered as requested. The delivey included a nightstand and a king bed.
  
  On 1/29/25 a nightstand was delivered. A king size bed was also delivered, but refused by you because you were unsure if your adjustable base would be compatible with the king size bed. We previously discuss compensation on both items being delivered at $400.00.
  
  The local store is charging you a 15% restocking fee on the refusal of the king bed. You can find our terms and conditions online as it relates to cancellations. Due to only you receiving one item delivered, we can only offer you $229.99 for the delays and experience.
  
  Thank you
  Resolution Supervisor
  *********

  Customer response

  01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  We rejected the acceptance of the bed, it was missing 6 of 10 supporting legs. 
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** *******

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 8, 2025 I went to the Value City Furniture website to buy a 6-piece bliss sectional. I applied for their PayLater program and was approved for $3284.92. I completed the purchase and received information about my payment plan. First payment is set for February 3, 2025 for the amount of $273.75. However I did not receive any invoice from Value City Furniture, or a confirmation email. I called the customer service line and they could not find my purchase so they told me to call ************** where the PayLater loans get processed and approved. When I called ************** they informed that they approved the loan and were waiting on Value City Furniture to complete the transaction. I then called Value City Furniture again, and was told to wait a few days. After a few days I received notice from ************** saying that they posted the payment to Value City Furniture. I have called and emailed Value City Furniture about this issue, and they recently informed me that my purchase simply "did not go through". On January 15, 2025 I sent them information from ************** showing that the money was in fact posted. Value City Furniture said it was not posted, that it was only pending, and that they would request for the "pending authorization" to be released. ************** continues to say that it was posted and the only thing I can do is dispute it, which would take 60 days, and I would not be able to apply for a loan until the dispute was resolved. They said I would have to complete a new application and they would have to run my credit again. I just moved to a new apartment and I don't have a couch. I know my credit is in good standing so I knew that I would get approved to finance the couch. Now I have an open loan on my credit, I don't have a couch, and will have to wait to wait two months before applying again. I will also have to wait longer because delivery days are anywhere from a month to a few months out. I also don't know how my credit will look.

  Business response

  01/20/2025

  Dear Ms. ****** ***********,
  Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
  We do see there was an invoice put through, you are set for delivery on 1/24/25. Please note the delivery dates are subject to change.
  If you would like to cancel the invoice,please call the ************* line at #************ and we can do this for you.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Customer response

  01/21/2025

  
  
  Complaint: 22824400
  
  I am rejecting this response because: The purchase you are referring to with delivery date of January 24th is for a purchase I made in store on Saturday, January 18th which is a completely seperate order. My complaint is about the online order I attempted on January 8th and the loan that I applied for with Synchrony. Which was posted to Value City Furniture. That was for 6-piece bliss sectional. When I have called the customer service line, I am told to wait a few more days. That they are showing the payment is only pending. ************** is saying that they have already posted the payment. They have included payment due date already. I have an outstanding loan for a purchase that was rejected by your verification team.
  
  Regards,
  
  ******* ****** ***********

  Business response

  01/22/2025

  Dear Ms. ****** ***********,
  We have found the failed order. Please call ******************* for Set Pay at ************ and let them know it failed on our end so they can close the account. I called and they need you to call to do this.  
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                   

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *********** went out recliner they said 3 months to receive part been 4 n a half months called yesterday said have to wait till April. Possibly part will come in

  Business response

  01/22/2025

  Dear Mr. **************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
  We have set up an exchange for you, the piece is out until 4/3/25, if the part comes in before the new piece we will repair the piece. You will be called once we have a delivery/service time.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Customer response

  01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a couch. They refuse to refund me or send me the correct couch.

  Business response

  01/17/2025

  Dear *****,
  
  We do apologize that this has been your experience with our company. We want to put forth our very best efforts to address your complaint.
  
  Our records indicate you were given the correct items that were listed on your receipt at the time of purchase. Your receipt is confirmation of all goods and services.
  
  The items were refused by the consumer at the time of delivery due to the items being too big for the space.
  
  As part of our policy, a delivery fee is retained when an attempt is made to deliver the goods, as was the case with your order. Please note that our return policy clearly outlines that delivery fees are non-refundable.
  
  Additionally, a restocking fee of $194.99 has been applied in line with our established policies. These policies were made available to you through our Delivery Checklist, which was signed at the time of purchase to confirm your acknowledgment and understanding of the terms.
  
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our corporate ************* at ************.
  
  Sincerely,
  
  
  
  ****** P
  Resolution Supervisor
  *************
  ************

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I purchased a mattress less than two years ago. Value city did an evaluation and deemed it was defective. We went to pick out a new one. While we were there, we decided to buy a second mattress and was given a delivery date of 1/15/25 between 1130 and 230. I contacted the manager the morning of the delivery, explain we still had snow on our side street and Would like to reschedule. She explained I shouldve called sooner. I did not know that. Assumed the snow would be melted. I asked if she would contact delivery, explain my issue. She indicated she was unable to do that and she cannot contact the delivery service.!?!??why My husband and I are near 70. We had move to 2 mattresses, wrap, put them close to the door. It took quite a long while- with breaks since they are very heavy and awkward. After the drivers left. I called **** 27 minutes later and said they had just cleared the pathway. Again, she said I would have to reschedule. Later on that day, she contacted delivery and got a new date of 1/22, (1 week) later she could have contacted delivery early that morning she was not telling the truth about not being able to contact delivery. That makes no sense at all. I dont think she was trying hard enough. Now we have two queen mattresses very close to the door and dont have the strength to put them back on the beds. The manager at value city said that if I cancel I would lose my $69 delivery fee. I did not want to cancel I wanted to reschedule. Im sure she understood that and she couldve worked with me. While the mattresses are on the truck its not like an entire bedroom set seems they could deliver pretty quickly. We have spent thousands and thousands of dollars at this store. I am asking for the $69 delivery fee, $19.99 mattress removal and $75 for Disappointment, miscommunication and aches and pains. Thank you very much ****** *********.

  Business response

  01/20/2025

  Dear ****** *********,
  
        We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
        It looks like you requested on 01-15-2025 to reschedule the delivery to another day because of the snow. The drivers were already out for the delivery, but they tried to complete it on that day but couldnt go in. The store rescheduled your delivery on 01-22-2025. We will waive the rescheduling fee only because of the inconvenience.
        If you have any further questions or concerns, please contact your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.
  
  
  Sincerely,
  
  
  *******
  Resolution Supervisor
  *************
  ************

  Customer response

  01/21/2025

  The company indicates that they will waive the rescheduling fee. Does this mean they are giving me back the $69 delivery I dont understand what theyre trying to say. Thanks so much.

  Customer response

  01/31/2025

  I accept the company value cities offer to waive the delivery fee of $69. Thank you Im not sure if theres anything else I need to do I cant get Through on the phone

  ****** Walbridge 

  Customer response

  01/31/2025

  Hello I accept Value Citys offer to waive the delivery fee. Please let me know if theres anything else I need to do.

  thanks so much and sorry for my confusion

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased item # ****M-2EH-TBR-2G, a two-piece dual power sofa/recliner Tacoma ***** on October 14, 2024. The initial delivery date was set to November 6, 2024. After multiple rescheduled deliveries, the sofa was delivered on December 6. The recliner is yet to be delivered, after having multiple cancellations/rescheduling of the delivery. One was scheduled for Jan 17 which promptly confirmed but within an hour I got a call informing me of yet another cancellation with a new delivery date of Jan 22. We paid $1600 for the **************** If the recliner is not going to be delivered, then I would like the cost of recliner, delivery charges to be returned.

  Business response

  01/20/2025

  Dear ********** **********,
  Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
  We see you are set for delivery on 1/22/25, please note the delivery dates are subject to change.
  Once you have a successful delivery,we can refund half the delivery fee back to the card on file.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Customer response

  01/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  It was a long wait for the 2 items (purchased on October 16, 2024). The sofa was delivered after about 2 months and the recliner finally got delivered today, January 22, 2025 (after about 3 months). 

  Regards,
  
  ********** **********

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/14/25, I was to have a functioning sofa/bed delivered from VCF. At approx. 1315, delivery team arrived and was unable to complete job due to damaged item. Please see attached receipt of paid in full with the top tier inclusion of delivery and set up along with an extended warranty of 4 years. As of right now, I have broken furniture, sitting in the box. I was told that VCF would reach out to me immediately to resolve issue. After waiting approx. 45 mins, I called and was placed on over 10 min hold, while I was given the date of 1/21/25 to come and repair furniture that I have not even had unboxed or used. The only advice I was given was to leave box untouched, unopened in my house until someone can come attempt to repair. I paid $199.99 for delivery, $199.99 for extended 4 year warranty, and I have an half opened, broken piece of furniture sitting in my house. Shockingly bad customer service. No help, no offer of assistance, I could not even get anyone to give me their name when I called for help. WOW. Please see attached pictures of receipts and broken furniture (or the huge box sitting in my house containing the paid in full furniture).

  Business response

  01/20/2025

  Dear Ms. *****,
  Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience. Our company takes pride in delivering the absolute best service to every customer.
  We see you are set for delivery on 1/22/25, once you have a successful delivery we can refund the delivery fee for you.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our Customer Care Team at ###-###-####.
  Sincerely,
  ***                                                                                             

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ###-###-####

  Customer response

  01/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22810512
  
  I am rejecting this response because:  I am not having furniture delivered on 1/22/25.  I have a scheduled appointment for a repair call to fix the broken sofa still sitting in the box (never unpacked) on 1/21/25.  I did not pay for broken furniture. 
  
  Regards,
  
  **** *****

  Business response

  01/22/2025

  Dear Ms. *****,
  We see that there was a delivery of the new piece today 1/22/25, we have pictures of the pickup and delivery.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our Customer Care Team at ###-###-####.
  Sincerely,
  ***                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ###-###-####

  Customer response

  01/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22810512
  
  I am rejecting this response because: the delivery men stated the package should have never been left at my house in it's damaged condition.  

   

  Please refund the 199.99 delivery fee, and 232.00 for the 1st delivery on 1/14/25, which was unsuccessful.  Then when i took time off work for the 2nd appointment scheduled on 1/21/25 for repair (which I have confirmation emails and calls for.)  I have wasted a total of 8 hours off work for misscheduled and faulty deliveries. Making a total refund request of 431.99.

  The 3rd delivery went smoothly. 
  
  Regards,
  
  **** *****

  Business response

  01/25/2025

  Dear Ms. *****,
  While we understand your frustration we cannot refund you for your time. We can issue a refund of 20% off the items for your inconvenience.
  The refund can take 3/5 business days to reflect on the card on file.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our Customer Care Team at ###-###-####.
  Sincerely,
  ***                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ###-###-####

  Customer response

  01/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22810512
  
  I am rejecting this response because:  I understand that I can not be reimbursed/refunded for my time, but I am willing to accept a 20% inconvenience refund on the the item purchased along with the refund of the $199.99 delivery charge as mentioned by you,  in previous correspondence.   When the 20% ($239.99) along with the $199.99 delivery fee totaling $439.98 is credited back to my card on file/card used to purchase sofa, this matter will be considered resolved.
  
  Regards,
  
  **** *****

• Initial Complaint

  01/14/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This place is an absolute joke. Husband and I purchased our living room set on December 8 in ********, SC. We were told our delivery date was January 1. We questioned that since it was New Year’s Day and she let us know they delivered then. Let me begin by saying the associate never told us dates were tentative. Our invoices showed January 1 as the delivery date. We went through with the purchase as my husband was leaving on active duty orders on January 4 and wanted to receive the furniture before leaving. Two days before our date we had not heard anything so I reached out. They told us they “contacted us” on December 28 by calling and going to voicemail but they could not leave a voicemail. They do not deliver that day and apparently the manager had not updated their system. We were notified that two of our items were now arriving January 15 and the other two February 19. I spoke to several agents and not a single person attempted to apologize or take ownership as this was a company mistake. We were told we would get around $100 as a refund and never received that. We received a confirmation text, yesterday January 13, stating our furniture was coming on January 15 as planned. We confirmed and I had a family member from out of town come over to be here for delivery (as my husband is now on military orders). The website was showing February 19 for all. I was also told on the phone earlier this week that two were coming in march? After speaking to the store, they stated this confirmation must have been a “glitch” as they would not be delivering on Wednesday. My family member drove three hours to be available for the given time frame for nothing. Associates have ZERO customer service skills. No one was apologetic and one from the corporate phone number hung up on me before trying to resolve my issue. I will never consider shopping here again. If we do not receive our FULL refund within 3-5 business days as told, we will be seeing them in court. Awful, awful, awful.

  Business response

  01/20/2025

  Dear ********* ******
  
  I'm sorry we didn't deliver the level of service you expected and deserve. I do see that you spoke with the store on 1/14/25 and requested the order to be cancelled.  A refund was processed at time for $2139.95 to your ******** ****. Please allow 3-5 business days for processing.
  
  Best Regards 
  *********
  ********** **********
  ###-###-####

  Customer response

  01/22/2025

  I am rejecting this response because: the business has yet to take ownership over their countless errors, poor customer service, and overall lack of care during this process. I would like for an explanation on why we received so many contradicting statements and information from representatives. To be told the first time that it was a “management error” to state when we were originally getting our furniture and then being told the second time that it “must have been a glitch in the system”. Absolutely insane.
  
  Regards,
  
  ****** ******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase at the VCF Store in ******** (************************************) on November 23rd, consisting of a 5-piece sofa, a queen bed, and a mirror dresser. The agreed delivery date was December 24th, but the entire process has been an ongoing disappointment.On December 23rd, I received a call stating that the dresser was damaged and would not be delivered, but the rest of the furniture would arrive as scheduled. However, no one contacted me that day to provide a delivery timeframe. I had to go to the store myself, only to find out that no delivery had been scheduled due to an internal mistake. They apologized and rebooked the delivery for January 2nd.On January 1st, I received another call informing me they were still unable to resolve the dresser issue but assured me the sofa and bed would be delivered. On January 2nd, only two pieces of the 5-piece sofa arrived, and the bed was missing entirely. When I contacted the store, the manager acknowledged the situation and promised to refund my delivery fee, which I appreciate. However, this gesture does not resolve the underlying issues with the order or the inconvenience caused.After this failure, I personally went to the store on January 2nd to understand what was going on, but nobody could explain where my missing furniture was. Frustrated, I canceled the entire purchase. The store scheduled to pick up the two delivered pieces of the sofa on January 15th. However, they failed to call me on January 14th to schedule the pickup, meaning the pieces wont be collected on the 15th as planned. Despite this, they refuse to refund my money unless the pieces are collectedfurther showcasing their lack of accountability.

  Business response

  01/14/2025

  Dear Ms. ***** and Mr. ***************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
  You are set for pickup on 1/23/25, once we retrieve the pieces we can refund the invoice within 24 hours of pickup. You will receive a full refund.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩