When I went to hang it, I noticed the frame was completely warped. They were already closed so I called Ervin, the sales person, the next day on my way out of town. He told me he would call me back.
When I left, I called Ervin and told him what I learned and that I would like to swap the bad one for the other model. He told me that was okay, that I would just need to bring it back. I thought that was bogus and asked him what kind of compensation I was getting for my trouble. He said he would talk to his manager and call me back.
I'm not sure which planet, these other people are on. My experience was excellent. Irvin was our sales person and did an amazing job. The team of consultants are friendly, customer service is helpful and I would most certainly return for future purchases and refer business to them 5 star +
I went to the customer help desk, they took some time to see what is happening told me that I will be available for pick up a week after.I asked them if they can deliver for free, since it was not my mistake and I had to take the trouble by arriving a day early from my trip, ask also had to request one of my friend to come with me for a help. They asked me to wait for a while since they had to talk to the manager. We waited for about 30 mins for the manager to get free, since he was dealing with another customer. Once he was free he said that I have to pick it up either the following week or to pay 79.99 for the delivery instead of 119.
Rather than apologize, come up with a satisfactory Plan B, and retain a customer — someone who just dropped $350 on a picture — she told me I needed to A) return the defective one today and B) rather than swap out for the one she has in stock that is NOT defective, I would have to wait for another piece to come in — 3-6 weeks later — then rent a THIRD truck to come pick it up.
After having read other reviews (both here, and on Yelp), it seems this lack of service is commonplace. Since the furniture has never been delivered, thinking I may have to go to the store, cancel the entire order, and have the thousands of dollars spent returned as well.
Bought furniture on 11/12. Got a call from Chase Murphy a week later, letting me know there was a mix-up, and that they couldn’t get one of the pieces. Was very apologetic, and wanted to make sure the problem was solved to my satisfaction. I told him I’d talk to my wife, and call back. Called him 2 days later, and he said he’d have to call me back because he was with customers. He never called. It’s now been a week, and he’s NEVER called. I’ve called the store one 3 separate days since, left messages for Chase, the manager on duty (Chase was off that day), and even the store’s answering machine. Each time, I’ve explained my situation, and my difficulty in getting a reply, and NO ONE HAS EVER CALLED BACK.
The next afternoon I called him back — he never called — and he told me the item was backordered and that I could wait until the new item came in then swap it out. I assumed he would be delivering the replacement and pick up the original item, but we did not agree on details.
I told her how absurd that was and she didn’t care at all. I told her I would go rent a truck to return the defective item and get my money back.
I am a regular customer at value city and this is the second time I am facing this kind of worst experience. I have purchased a 56" TV stand with fire place at Balwin , MO location . It was the week of thanks giving, they were offering 20% discount through out the store.. I bought the item on 11/21/2017 and it was scheduled for pickup in store for 11/26/2017. I had a planned trip for the weekend and had to pre pone my trip by a day so that I am here for the pick up on Sunday. However when I went to the store, the item was not ready for pick up.
I told them I am not ready to pay any money and also I had to waste a lot of my time and trip and also had to waste my friend's time . I also hearing that the manager said sorry and he cannot do anything to help me. I told him I was a regular customer at value city and I have purchased items close to $4000 in past couple of years and if they could do this help for me this one time. He was not ready to listen to me or look at my history and was simply saying that he cannot do anything.
Today, after three calls, I reached Trina, Ervin’s supervisor — not the Store Manager — and she initially tried to tell me that it had been 8 days and was too late. I explained things and she told me Ervin never said a thing.
A couple days later I was at another Value City — after buying a nice shelf across the street at Weekends Only — and noticed the same warping problem there. The sales person told me that the particular item had a known defect and recommended another item instead.
Miserable experience! They will tell you what they think you want to hear to make a sale.
Note: Thise individuals who give a low rating should give a valid reason for there low scores. When there is not a reason, behind your rating, I would take that as cruel and dishonest!
I spent $350 on a large piece of framed artwork. Spent money renting a truck to get it home 25 miles away after work.
Store staff are very nice and friendly. I like their furniture but the delivery is not the best!
I might pick up this tv stand next week, but this would be my last purchase at Value city and decided to buy anything this store in the future.
At this point I told him that I am not at all happy with the response I am getting and might think about returning the item, and upon hearing that he pointed me to the phone number on the receipt and simply told me to call that number if I want to return it and I don't even have to come to the store and they would refund the money on the card that I have used for purchase.
Do yourself a favor...GO ELSEWHERE!
Value City Furniture is a US Furniture Store based in Ballwin, Missouri. Value City Furniture is located at 13961 Manchester Rd, Ballwin, MO 63011, USA.
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