The quality of the products does not meet my expectations. In February, we purchased a queen-size…read moremattress in a box that self-inflates for $450 plus dollars, which was delivered to our home. Within weeks, the mattress had deflated in a specific area, leaving it looking as if it had a huge hump in it. I Contact the store, and they replaced it with a new one. Weeks later, this one did the same thing. I took pictures and went to the store, where I spoke with Tim about replacing it. However, this time, I decided to spend an additional $500 on a better mattress that wasn't in a box. Well, 52 days later, and my $1000.00 mattress has begun to deflate on the side I sleep on. I went back to the store to speak with Tim (the salesman) about returning it for a full refund. (Remind you this is the 3rd defective mattress since February.) Tim informed me that I could not return the mattress and receive a full refund, as it was settling to my body weight and dimensions. I weigh about 250 pounds, but if I had known the mattress would deflate on the side I sleep on before purchasing it, I would have never bought a mattress from this store. Now, my mattress appears to have a hump in the middle, considering my wife's side never deflated, while my side has deflated. Thankfully, I was within the 120-day trial period and allowed to return the mattress, paying a $249.00 return fee. Trust me, That's what I did, considering I would rather lose $249 than $ 1,000. When the delivery drivers came to pick up the mattress, they even commented on its condition. I have always purchased my mattresses from Tappahannock Furniture in Tappahannock, Virginia (where I have never had any problems/issues with the quality of the mattresses). Still, I wanted to give this company a try since I am new to the area. I am deeply disappointed with the store's response to my issue. As a result, I recommend inquiring about the mattress's deflation capabilities based on your weight before making a purchase.

Be sure to read the "fine print" on your receipt…read more When the salesperson tells you that you can return the expensive bed you just purchased, understand that you can't return the adjustable frame because it's considered "furniture". You will also have to wait at least 30 days to return the mattress. Update to follow AFTER the mattress is returned and accepted.

Our experience here was the best and I am eager to share. Our sales attendant Ray was polite,…read moreknowledgeable and just plain genuine. After purchasing 2 mattress sets here, we knew that we would return as repeat customers and recommend them to others. We learned a lot in the time we there. That time wasn't short, because my husband asked many questions and tested many mattresses, but I never felt pressured to buy or made to feel unwelcome either. I can't speak for anyone else's experience here but we were shopping with 4 kids, 12 and under. Ray made it great and we are appreciative beyond measure. Our mattresses arrived with white glove service. A call the day before with a time window. A call the day of with ETA given. Prompt and professional. Hats off guys. Your customer service stands out and will go a LONG way.

We got to the place to pick up our futon mattress and it was outside on the sidewalk. Ok, I will…read moreassume that they were trying to convenience us. The plastic bag that it comes in was torn in a number of places, one of which had dirt marks under it. We asked the young man to ask his manager if anything could be done and they said no. It was offered to go and get another mattress which would delay us getting it for another day. That was not a convenience because we need the mattress this evening. It is upsetting that very little effort was put into trying to satisfy a customer when they should have seen this issue before today. You will not be getting any more of my business and when I asked you will certainly not be recommended as good business people.

Got the same furniture I was looking to purchase from Ashley furniture & it was cheaper here! Love…read morethis place, they delivered and set it up as well.

Omg really good Furniture…read more Good quality Really good prices And really good costumer service

Legacy Worth Protecting--Why Let It Slip? As someone who…read moredeeply values family legacy and community trust, I'm disheartened by the volume of unresolved complaints on here and poor reviews surrounding Value City and other Furniture stores--especially when reading from resources, it's part of the Schottenstein family's long-standing retail heritage. They also own DSW and others. The Schottenstein name carries weight. It represents decades of entrepreneurship, philanthropy, and leadership in American retail. So, it's hard to understand why a company rooted in such values would allow its reputation to erode through repeated customer service failures, delivery issues, and lack of follow-through--many of which are documented across Yelp. I walked into Value City Furniture with $2,200 in store credit from a previously returned product that I paid for. and a $9,000 credit limit--ready to make a purchase. But I had misplaced the physical card tied to the credit. The store manager could see the credit was mine, yet told me I could not use it without the card. No empathy. No effort to help. Just a cold refusal: "We can't do anything unless you have the card." It was like going into your bank with a 2200.00 balance and being told that because you lost your debit card, you can no longer use your balance and given no resolution to replace the card. I felt I was met with attitude because I returned a mattress that I could not sleep in during the trial period. I was sold on the verbal promise that I had 120 days and I could return the mattress. I trusted and believed the wonderful sales lady who sold me over $8,000.00 in product. After waking up with crippling back pain, I tried to return the mattress and was met with resistance and advised I had to continue to sleep and suffer for at least 30 days, and that they had a no-refund policy. When I ask what happened to the grantee's 120-day return policy. I was then shown the fine print on the contract that you get a one-time reselection. The marketing of Grantee's 120-day Return without advertising a no-refund policy in one sentence or statement was a strategic marketing deception. A cheaper mattress may be worse, and a more expensive mattress selection would have been non-returnable. So, I requested store credit, and I was denied, and told taking another mattress was my only option. I didn't request or feel I needed to sit down with an attorney before giving payment after spending hours with my trustworthy store rep. I trusted that she had told me everything I needed to know. She left out the one-time reselection and the money, non-refundable part. I had to involve the BBB to receive an in-store credit for the amount I paid for the mattress. I returned home feeling stunned. How could a company just deny me access to my own money? It was like a bank that can see you have 2200.00 in your account, but the bank tells you it will remain there until you find your debit card, with no offer of a solution for the lost card. Later, I found the cards. On the back, it clearly states: "If this card is lost or stolen, the remaining balance may be replaced." So, I returned to the store, to make sure the cards were still active because I had called their headquarters, hoping for a resolution. I wanted to make sure they didn't cancel out the lost card. Instead, I was met with the same cold demeanor. No eye contact. No welcome. Just: "Your cards are still active." No effort to re-engage me as a customer. No attempt to earn my trust--or my business. Maybe it was because they only want customers who will not reject bad business practices and accept being taken advantage of without speaking up. This wasn't just poor service. It was a missed opportunity. If I were managing that store, I would have said: "Let me call headquarters and see what we can do." I would have shown empathy, offered solutions, and maybe even introduced a sales rep to help me use the $9,000 credit line I had available. That's what good service--and good salesmanship--looks like. Instead, I left feeling like my presence didn't matter. Like my money didn't matter. And that's a shame, because the furniture appears beautiful. But beauty without integrity is a hollow brand. The Schottenstein family built a legacy on trust, entrepreneurship, and service. If this is the direction their stores are heading--cold, transactional, dismissive, and shady--it's not just disappointing. It's tragic. I no longer feel safe doing business there. I fear retaliation is possible through damaged goods, delayed delivery, and then pushed toward the same warranty company so many others have warned about. I don't know what to do now, because I no longer trust the company that is holding my money or their product that the reviewer is complaining about. Save the Legacy and the designers of the furniture, and practice good business. Please! I hate to see a store closing. --

if i could give it zero stars i would.. i am put a claim in…read morefor my mattress i have the matteess since 2019. i took care of this mattress keeping the cover and making sure no water damage or spills. i call the fredericksburg office to come in and pick up replacement and i was told there is small dirt on sed mattress so the warranty has been voided. so no matter how much you try your best to protect you property they will do everything in their power to not honor, anything. i will not buy anything from this company and if anyone ask me i will tell them to run and avoid this company.

My husband and I just moved to the Fredericksburg area. We decided to go to American Freight to…read morepurchase some new furniture (two couches, a bed and potentially some other items). The first day we stopped by (29JUNE2023) we were helped by a gentleman. He was very nice, answered all of our questions, except for specific discounts, and delivery questions to which he referred us to his manager, who was off that day. My husband and I decided to leave, and think about the items we were interested in. On 04JULY2023, we came back to American Freight to purchase the items we saw and liked on 29JUNE. The same gentleman was there. My husband and I went over to the items we liked and decided we were going to buy them that day. We spoke to the gentleman and told him the items we were going to purchase (two couches and a king size bed/mattress with adjustable bed frame). Come to find out, one of the couches we loved was not in stock. Ok, too bad but understood. We asked about the mattress and adjustable frame. The king mattress was available, however, the adjustable bedframe was not. We were then told they don't carry the adjustable size frame in king and they only had one queen adjustable frame available. Additionally, the gentleman said the floor model adjustable frame is the only one he has ever seen at the store. Very odd. We decided to not purchase the bed. We then asked about the second couch. The gentleman said they had one in stock. We agreed to purchase that couch with delivery (both my husband and I have severe spinal injuries so we cannot move heavy objects). After the gentleman explained they do not have any delivery people working for them anymore, he checked with his boss who again wasn't working that day. Via text, the manager told the gentleman she would deliver the couch. The gentleman started to ring us up and then sent a new employee to look for the couch in the back of the store. After approximately 15 minutes, the gentleman came back after talking to some electricians who worked on the store. The gentleman then played on his phone at the register while his coworker was struggling to find the couch. Another 5-10 minutes passed and the gentleman finally went to the back of the store to check on his coworker. A few minutes later and we were told the couch was not in stock. My husband was devastated. At that point I started to get frustrated. I asked if we could just purchase the floor model since my husband loved the couch. The gentleman said he would have to ask his boss. I said we can get a discount too since it's a floor model. The gentleman said he didn't think so. I explained it was a floor model and a "bunch of people's a**es" have been sitting on the couch, and we would take the couch today. He said his boss would not give a discount. I was really irritated and we decided to leave. We immediately walked next door to Ashley Furniture and purchased our needed items. Zero hassle, with delivery and warranties. Oh, and the items were in stock and were better overall. Never again will we shop at American Freight. It's really too bad. Oh, and who leaves one employee in a store without decision making abilities? Moreover, who has a display model with a price tag and zero items in stock? Talk about false advertising. That's how you lose customers

American Freight finally decided to do the right thing and replace my defective couch…read more But.......when the crew arrived to replace my sectional, they discovered the store had given them the wrong item. So they had to return the next day with the correct piece of furniture. Yes, they did finally make things right. But this whole ordeal has been very negative from start to finish.

Peter (aka Santa) helped my husband and I find our perfect bed. He was patient, and knowledgeable…read more Peter did not force a sale on us, he wanted to make sure we were happy with our purchase. Our only problem was with delivery... But because this review is for this store, and employees I will rate them 5 stars. Customer service, 2 star. Ask for Peter, he will take care of you!

NIGHTMARE experience…read more The salespeople were very nice and outgoing. Honestly, if we never had a problem with the mattress, I could probably recommend this place. HOWEVER. We did have a problem--and had to cancel (WELL before the delivery date)--and, 3 months and 20 hours worth of playing the phone tag game later, they are saying that we owe almost $200 for a mattress WE NEVER RECEIVED. We have called corporate and the lending company, they all point fingers at the other. But the biggest let down is we called the store and they assured us that they took care of everything when we first called to cancel. We had to call 4 more times, each time only getting one small piece of the puzzle solved. An absolutely monster time suck. Their friendly demeanor hides a complete lack of responsibility and follow through. I give two stars instead of one because a few employees do acknowledge the full extent of the ridiculousness of how far this problem has gone, so for their sake I give one extra star. Buyer beware if you expect any customer service at all.

The sales person was polite and knowledgeable and allowed plenty of time for our decision making…read more We bought two mattresses. Delivery and take away of old mattresses was prompt and efficient. Off one star because delivery crew only notified us 10 minutes before arrival instead of the promised one hour. Would buy there again.

Beware of the quick hustle that has you buying more than just a bed, then refusing to give a…read morerefund. Two stars as the buying experience was okay. It was trying to return pillows I don't need that has 0 stars. Listen carefully to your salesman when he talks about exchanges and returns. Anyone want $300 pillows?