Value City Furniture

I purchased a glass top Bistro Table from Value City a few years ago and chose to pick it up and assemble it myself. The staff was very helpful and the table was in great condition when pulled out of the packaging. I also purchased my complete bedroom set from Value City several years ago and was very happy with their delivery. Although, they did knick the headboard and dresser when moving into my apartment. Other than that I was happy with service.

Overall, the store completely failed on all fronts. The mattress was purchased and left in the box (extremely compressed) until Christmas morning. We carefully unwrapped the mattress and laid it flat pursuant to the instructions included in the box. After 24 hours of sitting flat, the mattress was under 5 inches high. The instructions stated that it could take 48 hours for the mattress to fully re-inflate, so we measured again after 48 hours. After 48 hours the mattress was 5 and 1/4 inches. We called Value City to discuss our concerns. They said that it could actually take weeks for it to re-inflate and that we should wait another few days. They failed to mention that if nothing happened in those few days they would refuse to take the mattress back or work with us toward a resolution. We waited another 2 days and the mattress was still barely over 6 inches. Laying on the mattress, we can feel the box springs. We just spoke with Value City. They advised us that pursuant to law they could not take the mattress back. Then they advised us that it was their policy that they would not take mattress back. Then they advised us that they would only take the mattress back if it was not within the manufacturer's specifications for height. We're still awaiting the final word on exactly what Value City's policy is regarding mattresses. The only thing that they have offered is to send someone to our home to measure the mattress and determine if it is within the manufacturer's specifications. If it is not and if there are no stains on it (let's pray there weren't any when it came out of the box), then they might consider taking it back. No word on whether they intend to exchange it for another mattress, actually give us the money back or perhaps pay us in rupees. The earliest appointment they could provide is 1 week from today. The smallest window they could provide was within 3 hours and they couldn't even provide the 3 hour window until next Wednesday, merely 1 day before the appointment. We have to block out the entire day to meet with someone for 2 minutes so that he/she can measure our measly mattress and determine whether or not they're going to do anything to make this right. F for product (American Signature 7 inch Miracle Foam 2 Queen Mattress). F for service. The only miracle will be if Value City actually does something to correct this. UPDATE: We went to the store today (after several more conversations with different employees) and were finally able to return the mattress at no charge. Kudos to the store manager who was working this evening for having the decency to make this right. The product still gets an F (latest measurement had the mattress deflated back to slightly below 6 inches), and everyone except the one manager we spoke with tonight gets an F, but the one good guy there gets an A+. He counter-acted the overall score enough to give them a B rather than the initial F.