I had to change my star rating from 4-stars to 2-stars due to what I experienced after buying my new furniture upon delivery. I didn't take delivery immediately because I wasn't moved into my new home at the time of buying the furniture. When I was ready for delivery, I telephoned VCF to make arrangements for delivery. They deliver to my area on Tuesday and Thursday each week. Upon delivery, the driver immediately said to me before even unloading one piece of furniture, "We have a sofa, chair, 2 nightstands, a dresser, and 2 headboards with footboards, but no side rails." I said, "What are side rails?" He said, "They normally go with the beds." I told him that I ordered 2 complete beds, not piecemeal beds. He indicated that he only delivers what is in the truck; he doesn't load the truck. I told him that I would show him on my iPad what I ordered. I showed him the picture and he pointed to the side rails that connect the headboard to the footboard. He asked for my receipt, which I provided. He pointed to the line item for the beds and showed me HB/FB without an entry for rails. He said that I would need to call Customer Care to resolve the issue. Meanwhile, he called his supervisor. I called the salesman directly and told him to lookup my account. He said that he couldn't because the general manager was already looking at the account. I reminded him of my purchase and told him that I bought 2 complete beds, not parts of beds. He indicated that the beds should include the side rails. He placed me on hold and went to the general manager's office. After a long hold, I was disconnected. I called back and was put on hold immediately. He finally returned to the call and told me that the beds were sold at a substantially lower price than what the real price was; that there was a glitch in the computer during my sale. I told him, "Too bad. I'm not paying anything else. Your computer is your problem not mine." I told him that I wanted my side rails, that the beds were useless to me without the rails. It took them 2 weeks to deliver the rails. While assembling the beds, I noticed on one of the rails there was damage. The delivery guy assembled it like nothing was wrong, until I pointed it out. He told me that he I would have to take a picture of the damage, which I did immediately with my iPhone. He said that I would have to call for an even exchange. The story only gets worse. After another 2 weeks, they send out replacement rails, but the delivery men are unable to disassemble the existing assembled rails indicating that they don't have the replacement brackets which are sent with headboards. Again, I have to call and explain the problem because none of the delivery men explained the problems to their service department. Another crew comes after another 2 weeks with a headboard. The previous side rails were left in a huge box in the middle of my office for 2 weeks. After they try to disassemble the footboard, they realize that they cannot remove the bracket. So they leave the bracket in place and take the rail to the truck and get the new brackets from the headboard box. They were gone so long that I thought they left. One guy comes back in and tells me that there aren't any brackets in the headboard box. He goes back to the truck and works to get the existing bracket off the damaged side rail. He finally got the bracket disassembled and used it on the new side rail. During my frustrating telephone calls to the Customer Care line they removed my delivery charge for the initial delivery. There weren't any additional charges for all the extra trips. During my last exasperating call I demanded that they do something else for me. They offered me a $100 in-store credit. I totally refused the offer, telling them that I was done furniture shopping and didn't need it. So they credited my charge card the $100.
The prices, delayed payment plans, and variety of furniture may be good, but their delivery and service department leaves a lot to be desired. read more