We recently moved to NY and found that our existing furniture was too large for the new apartment. We went to Value City and found the perfect audio piers for our entertainment center manufactured by Sauder. We bought the piers, paid cash, and took them home. That same night, looking online for additional pieces in the same set which VCF did not carry, we found the identical piers for $30 less each than the VCF price. We called VCF in the morning, and were told that their policy is to refund double the difference when an item is found for a cheaper price. We took the items in, along with my laptop to show them the other store's price, and our receipt. The piers still were not opened.
Upon getting to the store, and showing their customer service the website, we were told they would not honor the price match policy because the site we found them at was not the manufacturer.in other words - because we were not buying from Sauder direct, they would not honor their own policy, in contradiction to what we were told on the phone about the other store not mattering as long as it was the same item made by the same manufacturer. We went round and round with the salesman, customer service, and the store manager and they refused flat out to honor their policy. We returned the items and bought them online, still at a cheaper price including shipping that they cost at VCF.
They refused to give me a phone number for corporate customer service, but I was able to get the number (not an 800# either!) from someone at Schottenstein Value City headquarters in Columbus OH. Calls to that number only allow you to leave a message, and someone calls you back.
In the interim, we decided to buy some lamps we saw there. We made the purchase on a Saturday and were told the lamps would be ready for pickup on Wednesday. Wednesday, no lamps. They gave my husband a story about each store only is alloted so many items, blah blah. My phone call to the store manager earned me a story that the lamps just missed being put on the truck. Totally different lines. He and i also got into it about the piers, with him now claiming they never said it had to come from the manufacturer, that they had refused because the items were not identical to the piers we'd bought from them. Another lie.
That afternoon, i got a call back from the corporate customer service. He confirmed that their policy is NOT about price matching with purchases directly from the manufacturer, and we should have been given the refund on the original set of piers we bought. He furthermore said items like the lamps are alloted to the stores, but the computer was showing the order for ours was never even placed - not over their allotment or a missed shipment.
He was going to address the matter with the local district manager, and get back to me regarding the matter, but i have not heard anything, nor do i expect to. Since i took my business elsewhere, and recieved an immediate, full refund for the lamps, there is no reason for them to contact me again.
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