Avoid this store...the "value" you get is not worth the horrible service and constant delays! Has been a horrible customer experience and will continue to be for the next 4 months while I await the rest of my order. I ordered 2 sectionals on Dec 1 and after a while checking inventories, they told me it would be ready for pickup on Jan 4. On Jan 4, I rented a truck and went to pick up my order and nothing was there. No call or notification of delay. They said they would credit me back to cover the cost of the rental but to date, that credit has not been received. They said it would be ready next week. On Jan 12, I checked the order tracking and it said it was ready for pickup on the 12th still. I tried calling to confirm but got no answer. I got a truck and went back, and this time only 1 couch was available. This time, they agreed to deliver the second couch and they would let me know the date. The next day I got a call and they said delivery would be Feb 5 (a month later than original). I called to confirm status on Jan 27, and was told that it would not be coming on Feb 5, that it was in fact now delayed until May due to being out of stock on 1 piece (4 months later than original). I went to the store to see what was going on, and there was zero sympathy or apology...thats just what it is unless you want to start a brand new order as replacement. I asked about the credit I has not received and was told there was no note of it. To top it all off...seeing I was clearly frustrated, he offered that if I call back in May once I receive the last piece and ask for the same person, he can give me 10% off that one piece...$28. Maybe give me a smack on the face while you are at it. Will never be buying a thing from here again and you should not either. I am not a complainer and someone who leaves bad reviews but this is just ridiculous. Beyond frustrsted. read more

Back in December I ordered a sofa and recliner totaling about $2500 from the Mentor, OH store. The delivery was made, but the recliner back was missing the bracket to attach the "wing cushion" (the cushion on the side of the chair back) and was told that someone would call me "in a few days" to arrange to have someone attach the bracket and all would be well. I wish I'd just refused the delivery. Since December, I've spoken with customer support at least a dozen times with different answered every single time. First it was "they shouldn't have told you a few days, because it takes 1-2 weeks", then it was 2-4 weeks, then 4-6, then 6-8, then 90 days. They finally sent a service tech who showed up with another cushion, not the bracket, and said basically it was unfixable and just needed to be replaced as the brackets are installed at the factory. At that point, I gave up on general support and reached out to the store directly. I spoke with a store manager on Monday, 4/29 and was told he'd follow up either that same evening or the next day, no response. I called again today, Thursday, 5/2 at around 1pm and spoke with another manager who said the original manager wouldn't be in for another 30 minutes and that he'd talk to him and contact me back within an hour or two. Surprise, no follow-up. Called at 6pm, spoke with their "sales manager" who simply gave excuses and yet another offer to call me back. This is insane to me. **UPDATE** 2 hours later (8pm), I received a call from "Shay" who identified themselves as the "Customer Service Manager" after I'd filed all of my complaints. It took all of 10 seconds for them to ask me to explain what was going on only for them to cut me off 4 words into my explanation then got mad at ME for being irritated at being cut off and wouldn't even let me speak because they were too busy trying to tell me I called the wrong store when I was told by the service rep to call THIS STORE! Zero empathy, zero solutions, just attitude, but then acts surprised with my anger. It took about 2 minutes before I made it clear that I would not be speaking with this person going forward and would be handling the situation directly with the actual store manager before hanging up the phone. Now tell me why "Shay" thought it would be appropriate to call me right back and yell at ME for hanging up on them as if that was going to make things any better!?!! read more

I've been to the Mentor VCF a few times and I only work with Patrice Horn! She's absolutely amazing...she helped me furnish not one but two homes. She guided me through the selection process and the purchase process with ease. She followed up on delivery day to make sure everything was delivered and that I was satisfied with how it looked in my home! She also followed up a week later and we were so appreciative! If myself or my friends and family need anything from VCF I will always send them to Patrice at the Mentor location! read more

My husband and I have been going to Value City for years (over 10 years of service). We have bought almost all of our furniture from the mentor store. So the experience we have had "purchasing" our living room set...has been just unbelievable! On November 8, 2022 I ordered a couch and recliner. The loveseat that was purchased was a floor model. The loveseat was delivered on a few days before Thanksgiving. But ONLY the loveseat. I was promised the remaining two items would be delivered by December 12, 2022. IN TIME FOR CHRISTMAS. Prior to the delivery I called and canceled the recliner because after measuring it just wouldn't fit in our room. I received a text from the Dolly service saying my item was picked up and scheduled to be delivered. On the day of scheduled delivery I did not receive any additional information. So I called the Value City and was informed that my couch was missing. They could not locate it The new "date of delivery" was now the END of April 2023 We waited patiently and tried speaking with the managers at Value City. Nobody could answer our questions or give us any information on the order or estimated delivery date. We then decided to cancel EVERYTHING and get a full refund. It is now April 2023 and it's been over a month since we canceled the order. We were refunded for everything except the loveseat. Value City/Dolly service has not contacted me to set up a pick up time. The hassle with this purchase has been one of the WORST experiences we have ever had. EVER Please come pick up the loveseat!!! Or please refund the additional $1392 It has been 6 months!! read more

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Have tried to shop here a couple of times. The last time was a killer though and I won't be back. I accompanied my relative into buying his first adult bedroom set. The sales lady was not only really overly aggressive, she also flat out lied. She told him that NO one makes mattresses anymore that can be flipped and they are all one sided. I pulled him aside before he could make a very expensive purchase and showed him original mattress factory had what he was looking for, for a couple of hundred dollars less, INCLUDING a mattress that could be flipped. Avoid this place at all cost, they will do anything to make a sale, including lying to customers. read more

The likelihood of buying from Value City Furniture (specifically the Mentor, OH) location again is a one and done deal. Very poor customer service and lack of communication with no initiative to even work on fixing their issue(s). On more than one occasion the delivery address and dates were wrong and on top of that, they almost charged us a $50.00 delivery fee for having to change the date (for the third time) since we weren't willing to take off work any additional days since the entire couch still wasn't ready to be delivered. Please don't ever go here for furniture. read more

If I could rate a negative I would!. My couch is junk and falling apart after one year! I purchased the Pure Promise warranty and holy moly that is an absolute waste of money! They are horrible to deal with if you actually can get ahold of someone! Will never recommend or go back. read more

i waiting 2 months for a recliner when i got it and picked it up the recliner had 2 left arm cushions to attach. to it. I called to have a right arm and they put me on hold for 20 minutes then the recording started over and they put me on hold again then said they would email a manger. never got a call i called again. no manager and no way to reach my salesman who was out until Saturday. No phone number to reach him they would not take a message and no vm.. Were rude on the phone. the assistant service manager actually told me to call when the manager was in and i went to ask for a name she just hung up. The customer service girl was rude Horrible customer service i also reported to there head quarters. will never do business with them and will make sure everyone i know hears about this. read more

I was in town from Houston finishing up a decorating project for my sister. I was looking for that final piece which was an accent chair for her living room when I stumbled across Value City Furniture. I had never been in the store so I really didn't know what to expect. I was browsing when I came upon a chair that would be the perfect finishing touch. I must say, though, there were only 2 sales people on the floor and I was in a hurry and couldn't wait so I left. Later on that evening I called the store seeking some information on the item I had found when a young lady by the name of Deondria answered my call. Keep in mind, she was not a sales person, however, she didn't hesitate to assist me. She has one of the best customer service attitudes I have encountered in I don't know how long. She went above and beyond to help me purchase the chair and I picked it up the next day, as I was leaving to go back home on Sunday (as this was Friday evening). My sister loved it and it looked amazing in her room. I can't speak for anyone but myself, but if everyone's attitude is like Deondria's, I will definitely come back to shop as I am big on excellent customer service, and she delivered. read more

We visited this store on a Saturday and after waiting outside for 30 minutes AFTER they opened. I needed to call them to unlock the doors. We were legitimately followed throughout the store and finally ended up leaving empty handed. There were open candy wrappers all over the furniture and it looked as though it hasn't been cleaned in a while. I don't think we'll return! read more

I went into Value City Furniture on March 14, 2019. I was looking for a couch I saw online in the store. I needed to replace my mother's couch in her apartment. She is 85 years old and she desperately needed a new couch. I originally wanted the couch in brown. Patrice Horn, one of the Home Furnishing Consultants, showed me the couch in grey which I liked better than the brown. She was very helpful, patient, pleasant and simply the best through out the entire process. In addition, Karen who also assisted with the final transaction was amazing as well. I had an issue with my value city furniture credit card and was unsure why. She called to find out what the issue was and got it resolved. I highly recommended letting Patrice and Karen assist you with any of your home furnishing needs. Thank you, ladies, for making experience at Mentor, Ohio's Value City Furniture great!!! read more

Promised to have my furniture on time and now delayed again dont buy from this store and they wont compensate for any inconvenience. Save yourself the money and go elsewhere. Had no problem taking my money but clearly cant deliver the merchandise read more

Poor business ethics! Don't listen to the sales or buy from them! We bought a leather coach five years ago and the sale person talked us into buying a protection plan. We were told that we can get the $100 premium back after 5 years as store credit if we don't file any claims in this period of time. Five years passed. When I wanted to claim the store credit, they now told me I should have done that within 30 days after the 5 years! Not only the initial salesman nor a store assistant I asked few months ago while shopped there mentioned anything about the time-sensitivity for store credit claiming process. With the pandemic and staying at home order, we surely have missed that window now. I truly believe they have bad business ethics because after I communicated, the store manager wouldn't even recognize it as a training issue that his sales people should have explained the terms to customers better. I am sure there are many customers like me where they deliberate not to talk about the 30 day window so they can pocket the premium and avoiding giving store credit. Just watch out and don't go there altogether. There are furniture stores in the neighborhood that's in business for much longer with far better credibility. read more

Product that we bought was very good. Was missing a piece of velcro from the back. Called the store and tried to have someone either supply or come out to repair the sofa. Called multiple times with no returned call backs. Tried to call corporate office, Big Mistake, was on hold for over 90 minutes. They blew me off back to the store. WON'T be shopping there anytime soon. My advise, shop elsewhere. read more

A very easy and positive experience from start to finish. I had an insurance claim on a recliner so I got to pick out a new piece. The salesman was very pleasant. The lady who processed the order and insurance claim was sweet and funny. I picked up the chair and ottoman today. The gentleman, Steve, in the pick up area was hilarious, while also professional. He was able to easily fit the chair and ottoman in my minivan. I will definitely plan to buy from this location again! read more

This place had so much potential. The prices are low, the furniture is great and the store has a good selection and variety. However, the sales people are cliche pushy sales people. I took my time and finally picked a couch I liked and then when I told my sales person I was ready to buy they duped me into signing up for a credit card. Before I knew it, I was getting shoved in front of the cash register to get my credit checked. I was ready to pay upfront, why persuade otherwise? I get that they're trying to make commission, but come on if I'm ready to pay full price for a couch right now, don't you think you should let me buy the couch? Instead they lost a sale. read more

Don't expect a magical experience anywhere with "value" in the name. That out of the way, if you're looking for decent furniture at a reasonable price, VCF might have what you're looking for. We were on a quest for some new furniture to use in our new rental house, and made the rounds of the furniture stores in this neighborhood (there's a lot of them!). We didn't find a couch set we liked here, but we did find a great set of living room tables. An identical set at one of their competitors sold for almost $200 more. We had to pick it up and assemble it ourselves, but that's worth the savings. We ended up realizing they shorted us one screw, which was inconvenient, but cost less than a dollar at Home Depot to rectify. At the end of the day, the tables are quite pretty and the wood is good quality. The few sales people we worked with were good-- they didn't try to push us into anything. Pick-up was simple, and the employee did a great job of helping me wedge a large box into my Mini Cooper. Don't go in with Restoration Hardware/Ethan Allen expectations and you might be pleasantly surprised. read more

Customer service was wonderful. Two stars for that. Zero stars for delivery. We live in Chicago and went couch hunting when we were here. We found the most perfect couch and had delivery set up from a store that was closer to us. Delivery was a complete sh*t show. They told us the couch was too big and there was no way it would fit. They took the couch back on to the truck and left. Gave us no idea on what to do next. No receipt or anything. We ended up returning the couch and purchasing another couch from a different store here in Chicago. When the delivery arrived from them today they got our even LARGER couch through the doors and in our apartment in 4 minutes. Thank you value city for your lazy delivery service. read more

Great prices, product and super fast delivery

I'm disappointed in this company I purchased a bed in which when they brought it to my home it had the two legs missing it's been a month and still the bed is on the floor! Poor service poor quality! read more

Normally, we have a certain salesperson we talk to, but we walked in and he wasn't there. So this other lady walked to us and was an older woman with blonde hair and she helped us a bit. About 5 minutes later, we found our salesperson and we started talking to him, he has always helped us with all of our purchases there. Soon, that lady saw us walking towards the piece of furniture we were gonna buy with the other salesperson. She hurried over there and asked if we had questions, and we said that it was alright and we found our regular salesperson. Before we even finished the sentence, she just waves her hand back as if saying, "Just shut up." and walked away quickly and rudely. This woman deserves to be fired and acted so rudely and immaturely, when we were all calm about everything! read more

Went there today to buy a recliner, found one i liked, was then informed their wa a $229 delivery fee. When i said no they dropped it to $129. Sorry but still not paying that for 22 mile delivery. After more than 2 decades of shopping here i guess it's time to find another furniture shop. read more

I had 2 delivery guys named Steve and Doug and they went over and beyond to get my King size headboard in my room. I have an old house and it was a struggle but they made it happen. They were very professional and appreciate their work ethic. Thank you so much Steve and Doug you made my day!!!! read more

The sectional and ottoman that we purchase was delivered on December 27th. The delivery man failed to bring the legs to the ottoman and advised they would call us with a delivery date for the legs. I called them at 5 p.m. that day and was told that someone would call me back in 30 minutes. When I call back at 7:30 I was told that I wasn't called because they got busy. They sent the delivery man back out that night but he gave us two different types of legs for the ottoman two of which were higher than the other so the ottoman is slanted. I sent an email to corporate they had a repairman come out he looked at the ottoman and said he would get the legs and didn't give a time frame and didn't call back. This is now our fourth attempt at trying to get this issue resolved. read more

Delivery men scratched our newly refinished hardwood floor when they brought in a sectional and failed to put one of the feet on leaving a piece of metal that rubbed the floor anytime it was sat on or shifted. The sectional itself was junk and would not stay connected. When it was connected each piece was a different height and it looked terrible. Customer service was very helpful and I eventually reselected and ended up with different furniture. The quality of the furniture that I ended up with it reasonable for the price however the store failed to refund the difference between the sectional and the new furniture. They did however offer to pay for the floors and gave a credit to our account for an agreed upon amount. When asked about the refund for the original sectional they kept reminding me that I had already gotten money back. I was told that someone would look into the issue and get back to me. It has been quite a while and I am tired of calling and explaining the situation all while being made feel like I am just trying to get something for free. I wish we had purchased elsewhere. I actually have had a situation in the past where I had to reselect furniture due to not being able to get it into our basement and it was a very simple thing to do. Refund the original furniture price and charge for the reselected furniture. Apparently that concept it too difficult for the managers at VCF. read more

We purchased a table from the Warrensville Heights, OH store on 9/17. It was scheduled to be delivered on Friday, 9/23. After an error on the Mentor, OH location's part (they forgot to pick up the table for delivery the day before), it was rescheduled. My husband took off time from work which was inconvenient, however the Mentor location apologized and rescheduled it for the following Wednesday 9/28 after 3pm. After speaking to a manager noting that no one would be home until after 3, she reassured me that it would be after 3pm as the rescheduling was their error. I called on the morning that it was rescheduled for delivery because no confirmation was given the day before as promised. They said delivery would be between noon and 2pm . After explaining that it was scheduled for after 3 o'clock, They rudely (as if it was my fault) rescheduled between 3:30 and 5:30pm. After no one showing or calling, we called customer service at 7:30p and spoke to a lady in Mentor location named Shay who was very unprofessional and was laughing. She had the driver call us who assured us he would be there after his last drop off. We waited until midnight Eastern standard time with NO CALL, NO SHOW. I cannot tell you how absolutely disappointed, frustrated and upset we are. We planned on buying a bedroom set and other items after this purchase but this is just the worst experience we have ever had. How much more time can we rearrange our lives and work schedules? Is anyone held accountable for their unprofessional behavior and actions? read more

IM COMPLETELY IRRITATED. I put money down for a couch, was told that it was being discontinued. That same day went and picked up the matching ottoman and informed them I would be back in two days to buy the couch, which they said was fine. It was sold and I get a phone call telling me this and offering 10% off an item. Really?! Ridiculous, I would advise strongly against this place, I've had nothing but problems here! read more