My husband and I, despite hearing rumors about consumers picketing this store, went to Value City Furniture Store in Orland Park, IL to purchase furniture for our new home. We spent over $4000 total. The bulk of this was for our bedroom set.
I fell in love with the set and when i would see similar ones in other stores, I still decided to stick with the one that we had put on layaway at Value City.
We paid for our items and they were delivered on a Friday. When I returned home to see the bedroom set, something about it did not look the same to me. The next day I realized that we were not given the same bed that was on the showroom floor at the store. It was a different version. Having being busy on Saturday, I called the store on Sunday and no one answered. On my receipt it stated that you must contact the store within 7 days if you wanted a refund or exchange. I was unable to call on Monday (our phone at the new house was not turned on yet and I was very busy at work) and, therefore, I called on Tuesday.
I was told by the representative that the bed that I wanted was actually almost the cost of the entire bedroom set by itself and that I could get that bed if I paid the difference. I told her that if they didn't give me the bed that I saw on the showroom floor 5 mos. Ago when I put the items on pricehold/layaway, then I wanted a refund on the entire set, plus the extra two items I had added onto the set (a dresser and side table). She said that I needed to speak to a manager in order to do this. She said a manager would call me back... They never did.
I called the manager back who told me that I could come in and pick out the bed that I wanted but I had to come in by the weekend. No problem. So I'm thinking that everything would be okay. I sent my husband in on Thursday and he was told that if he wanted the bed that was with the set when we saw it he had to pay the difference of over $400. When he asked to speak to the manager he was told that she was on lunch break. However, the manager was still in the store and conversed with him through an associate who kept going back into the "lunchroom". He was then told to go home and call the manager back in 30 min. And she would straighten everything out.
I attempted to call the manager back who was still on lunch break and was told to call her back in another 30 min. She called me back, in fact, and told me that there was no way that she could take a loss of $400 on a bed. I asked her why did she tell me to come in a pick out the bed that I wanted and that it could be delivered when they came to get my other bed and she said that that was before she knew how much the bed I was referring to really cost.
When I told her that I wanted a refund on every bedroom piece I bought she said that I could get one if I got all the pieces back to the store by the 7th day which will be tomorrow. She said that on the back of my receipt it stated that I had to return all of the items myself and do it by the 7th day. I reminded her that this was not on the receipt and the receipt only required that I notify them within the 7 days. Then she tried to tell me that my 7 days were up. I told her that I wanted the items picked up and returned and she said that she would have someone call me with a pick-up date. When I asked when this call would take place she said within 24 hours, knowing that this all had to be done by the next day. I told her that I got the impression that she was trying to push everything back so that my 7 days would expire but I also reminded her of what the receipt said.
She would never tell me why there was a different bed out on the floor. When I asked to speak to the store manager I was told that he was on vacation and wouldn't be back until next week. When I asked for a corporate number she told me that she was the only one that I could speak with. I called another Value City and after being on hold for about 10 minutes finally spoke to a manager who gave me the number to the corporate office and told me not to tell anyone who gave the number to me. That didn't do any good, though, because when I called the number he gave me it just continued to ring. The website vcf.com doesn't offer much information about contacting the company, either. It makes me wonder what's really going on.
I'm still trying to find out the correct number to the district or corporate office. I should have listened to those who told me not to buy from Value City. They may be of value but they're definitely not of virtue.
Nikki
chicago, Illinois
U.S.A.
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