Very unprofessional treatment from this company. I bought a 2 piece leather sofa / loveseat package. Leather was cracked on the loveseat, they replaced it. Seam ripped on the sofa, they sent a service representative, who said he couldn't repair it at that time, because he didn't have leather thread. He scheduled an appointment the week later (4 hour window appointment) he never showed up.
I called, they had no record of appointment, but set one up for the following week, which i forgot was christmas eve-and wouldn't be available, so i called and cancelled, rescheduled for the following week (new year's eve). They missed the appointment.By this point, irate, i called them to come get the sofa and replace it. They did, with another 4 hour window appointment. As the delivery truck was pulling out my drive, i was on the phone to them to complain about the cracking leather on the sofa they just sent me.
I told them i didn't want anymore of this furniture, and asked if i could come in and select something else in exchange. After holding so she could get approval, she told me to come on in and choose something, no problem... PROBLEM!!! They had no record when i arrived, so i had to go through the approval process again. Fine.
I have questions, but no salespeople will touch me. As soon as i start explaining my situation to one saleslady, she cuts me off, walks away, and says, "i hope you have better luck this time." so i choose someting on my own, a 3-piece set, but i do not need the chair, and need to know if there is going to be a price difference.
I go back up to the caash desk, they tell me i need an invoice, so the manager makes an unenthusiastic salesperson write up an invoice, this is all taking several HOURS! They take it back up and ask for $248.00, but i only wanted a price, i wasn't willing to go over $100 of what i had already spent ($1258), so they want an extra $250 for a chair i don't want or have room for. They can't break the set.
I am so angry, and upset, i just ask for my money back. The "manager" says yes, and can they pick up the furniture the following wednesday (when we originally scheduled the transfer of furniture).
I agreed if they had my refund check with them. The "manager" told me that the main office would issue a check, and i would recieve it 7-10 days AFTER they picked up the furniture. What else could i do, but agree??!! They picked up the furniture, but didn't issue a check.
10 days later i am at the office requesting my check. The "manager" (different from the one i talked to before) said the usual process is they deliver the check when they pick up the furniture, there was some mix up, and a check was never issued.
He would have the check fed-ex'ed to me. Fed-ex took 4 days... With more complaints to the office from me. I got my refund, so i guess that's all i am entitled to, but what about all the missed appointments, time, frustration. Do your self a favor, if you are in the market for furniture, avoid value city. They have great prices, but you definately get what you pay for!!!
Chad
south bend, Indiana
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