October 2017 - The fabric on the 2 pieces just replaced in May is stretching / bunching / wrinkling and, on the chaise, ripping in said area. Since we've only had those particular pieces for less than 5 months, they have to go through the "manufacturer's warranty" - yep, it's even worse than the "extended warranty". Had to wait for someone to come look and take photos. Then instead of just replacing the pieces, in "3-6 weeks" when they "get the parts to repair them", they will take the pieces to their warehouse to try to repair them "before they can authorize a replacement". So 3-6 weeks of looking at something that looks like we grabbed it sitting out along the curb with a "free" sign on it and then having only an armless recliner left to sit on for what "could be a week, maybe less, maybe longer depending on how much work they have". They won't fix it in our home "because they use sharp tools" and it would "take too long". I called corporate who was just as useless although they told me repair would only take 2 days (I don't buy it). Went in and spoke to the manager, Chris, who was very rude and basically accused us of intentionally damaging our own furniture - makes sense because I love dealing with VCF, I love looking at damaged furniture for weeks on end and I love to keep paying for new warranties - he was a complete jerk.
Decent affordable furniture. Furniture is built strong and sturdy.
I am glad to hear all the positive remarks and experiences. My wife and I where excited to finally get a new sofa for our living room after 5 years. It was not one month before a board poked through the back of our sofa. upon further investigation the board was secured with only one finish nail that gave away. On my side where I sat I felt a solid piece of wood striking me in the back. I pulled the cushion back realizing there was a 2x4 exposed hitting me in the lower back. This is the worst furniture experience ever. I called management to get a replacement he told me there are no replacements just repairs. I believe with so many issues of a cheap built product that they would at least replace. You get me once it wont happen again. Please take time and produce decent quality furniture for other families so they at least wont experience our nightmare.
August 2017 - Just when the pieces are finally mostly matching, I come home from work for hubby to tell me "You're going to have to call that place again." Yep, there is a nice rip in the middle part of the sectional. We were astonished at how VERY THIN the fabric is - barely 1 mm. So I had to once again file a claim A month later and well beyond the "please allow 14 days" time frame, still nothing. I called today - one hour on the phone and 3 "customer service reps" and I still got nothing except rudeness and excuses. If I had the money, I would throw this junk in the trash where it belongs and start fresh with a sectional from another store. Never again! Eventually, they did replace that piece as well although it does not quite sit evenly with the other pieces. Still, better than nothing.
We purchased a gray Oasis sectional which ripped on the fabric as well as the seams numerous times in just the first few weeks of owning it. They would have replaced it, but it would have taken months and if the fabric was that cheaply made, why would we even another of the same? So we were permitted to exchange it for something different. We chose another sectional (more expensive, of course) and paid an extra $219 for what we were told was a "5 year warranty". 14 months later, the frame on the chaise broke and the foot rest on the side recliner was damaged. I called the warranty company to file a claim. It took over a week for someone to come and all he did was rip out the bottom (didn't even staple it up, just left it hanging out), take photos and leave. Two weeks later, when I had not heard back from the warranty company, I called and they were fairly rude and kept trying to put me off. I talked to a supervisor who did the same thing. She claimed the pieces were not repairable, but they would "possibly" replace them (possibly? isn't that what the warranty is for?). She argued with me for some time, but after putting me on hold, finally authorized replacement of both pieces. They were replaced, but I had to pay for a new warranty on both pieces!
UPDATE: In November, we finally spoke with Jeff (the general manager of the store). He was very nice. He offered to exchange all 3 pieces (since the middle piece was starting to show the same issues) or let us choose something new. We opted to choose a different sectional. It's been just over a month and we are happy with the new furniture and have had no issues with it.
WARNING.. Do not spend the extra money on the warranty because nothing is covered. I had my couch for a little over three years. When I purchased it the salesperson Jeff advised me if I didn't use the warranty after 2 years I would get the warranty money back. That was completely false I was actually put under another agreement. So I now I have two small tears/extra wear on the couch seats and wanted to get them fixed before they get any larger so I was advised to call the "warranty service". They came out spent around 5 minutes and left. I received the "claim not covered" letter today (the next day) saying: the damages were determined to be scratches on leather and scratches, cracking/peeling are not covered in the seating area only on the non-seating area. This made no sense to me because the couch is made to sit on. I was told to contact the store for the manufacturing warranty. I called the store and Tim put me on hold because he couldn't hear me for at least three minutes while he went to another phone. He said he couldn't help me and transferred me to the person who sold me the furniture so he could "help" me since he was the salesperson who gave me the warranty. I was transferred to him and he said he could not help me but call and speak with the manager. This customer service is a joke. Every time I have inquired about this issue I get different stories. If you are a salesperson you need to know about the products you are selling. Buyers beware.....
Have had good experiences here. We haven't always found or bought what we were looking for, but everyone was helpful and friendly and that has kept us coming back when we're looking for new furniture.
Value City Furniture is a US Furniture Store based in Hagerstown, Maryland. Value City Furniture is located at 1581 Wesel Blvd, Hagerstown, MD 21740, USA.
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