Complaints

This profile includes complaints for Virginia Furniture Market's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Virginia Furniture Market has 4 locations, listed below.

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  Virginia Furniture Market

  2625 Brick Church Road Rocky Mount, VA 24151

  
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  Virginia Furniture Market

  20050 Virgil H Goode Hwy Rocky Mount, VA 24151

  
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  Virginia Furniture Market

  201 Farmview St Christiansburg, VA 24073-1269

  
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  Virginia Furniture Market

  1052 Independence Blvd Bedford, VA 24523

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I special ordered a sofa from VA Furniture Market. It arrived I believe in April. The quality is horrible. Cushions have been replaced twice and need to be a 3rd time. The backs are loose , fabric is piling, popping and damage in the sofa arm and theres over an inch gap in the two pieces. A tech has been here 2 he believes it will have to be remade. They won't address that fact. I have asked for a reselection which was denied because it was special order. They want to pick it up to fix the arm in there warehouse but that will not fix the gap or the piling of the fabrics. Im tired of waiting months and now going to have no couch for whatever amount of time the warehouse takes and then it will still come back with a huge gap and need replacing.

  

  Business Response

  Date: 12/05/2024

  We apologize for the inconvenience Ms. ******* has endured on this purchase.  Custom orders can sometimes be challenging to remedy should there be an issue.  However, as of 12/5, we have been in communication with her to offer a reselection.  We believe this to be resolved at this point but we do apologize for the length of time this has taken.  Please reach out to me if any further concerns.  Kevin Meade, President

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional sofa from Virginia Furniture Market approximately 18 months ago. The sectional contains three recliners, one of which is armless. The armless recliner failed on delivery - the motor was not working properly. Within 2 weeks, Virginia Furniture Market replaced the armless recliner because of motor malfunction, Within 1 month, the armless recliner failed again - this time the bottom of the recliner and the top of the recliner failed to meet properly. Within one month, the recliner was again replaced. 2 months ago, the recliner failed again - the bottom of the recliner and the top of the recliner failing to meet properly. I contacted VFM - they advised the recliner was out of warranty and it would cost $615.00 to replace. I asked that VFM share in the cost of replacement based upon the history of this recliner. They refused stating I could pay $85,00 for a "service call." Communication ceased. Yesterday the motor on the recliner stopped working. I again contacted VFM. I agreed to the "service call" being forced to pay the $85.00 fee. I revisited my request with VFM to contact the manufacturer directly and make a complaint,. I believe VFM sold me defective merchandise and is not willing to own up to their responsibility. I have a $3,000 sectional sofa with a key piece that is defective and VFM fails to take any responsibility for it.

  

  Business Response

  Date: 07/09/2024

  We appreciate the opportunity to make this situation right for our customer.  Even though the item in question was well outside the manufacturer's warranty period we have communicated with the customer that we will be replacing the piece in question at no charge to the customer.  

• Initial Complaint

  Date:05/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a sectional and when delivered the delivery men didn't try to move it into the house but said it wouldn't fit and took it back. I went to the store and purchased a couch and love sofa instead. The woman in finance said she couldn't figure out how to adjust the bill. Since she had never contacted me I canceled the order. At this point it wasnt delivered. Another lady from the store called me and offered many discounts which I agreed to. So the furniture was delivered. I have been requesting a copy of the bill from Virginia Furniture because it doesn't match ***** ***** bill. I still have not received that bill/invoice. I feel I have been lied to from Virginia Furniture Market.

  

  Business Response

  Date: 06/01/2023

  Our Customer Service Manager has now reached out directly to the customer, both by phone and by email, detailing the invoice for the furniture purchased and detailing the breakdown of the ***** ***** financing.  We will be happy to assist if anything further is needed and we apologize for any inconvenience throughout.  

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a kitchen table and chair set in May of 2020. Purchased the 5 year protection plan. Had a few nicks and scratches appear from accidents and normal use or cleaning. Filed a claim in July of 2022. This is a very time consuming drawn out process. But then I was denied my claim. I have spent atleast 5k at this store in the last few years and they don’t even honor their warranty they sell.

  

  Business Response

  Date: 09/07/2022

  We have made contact with the customer. The BBB complaint is concerning the service provide by *******. The ******* protection plan, is a third party service that covers accidents and incidents after the 1-year manufacturer warranty expires. This is a plan the customer purchased with thier furniture 5/2020. With approval from the customer, we are working on their behalf with ******* to provide a resolution to their claim. As of right now, ******* is in the process of reviewing the denied claim. Additional images were provide by us to ******* of the accidental damage to the customer's table.We will continue to work through this, until the customer is taken care of.

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 23, 2020 I bought a couch and 2 recliners from Virginia Furniture Market located in *******. I also paid for a warranty to cover the furniture in case of damage or wear. I was told, and the contract reads that if anything happens to the furniture they would repair or replace the furniture. In December of 2021 the couch starting coming apart at a seam. Also, one of the power recliners stopped working and the USB ports stopped charging. I contacted the store and was told that I needed to call the service department in ***** *****. I contacted them and they told me I needed to make a claim. I made a claim in December through the online form they sent (with pictures) and asked that they please try to make the repairs before Christmas, which was 3 weeks away. After making numerous calls (at least once weekly) they finally sent someone out to look at the furniture in February. I have made numerous (over 20) attempts to contact them since filing the claim but my furniture has still not been repaired. Today I received a text stating that they were going to come by sometime before 1:00. He said he was just dropping off a part. He said I would have to call someone else to fix it. He was just delivering the part! I think I have been patient enough. This has been going on for 9 months and I still don’t have my furniture repaired per the warranty I paid for. The seam damage has gotten worse and we have not been able to use the chair for 9 months.

  

  Business Response

  Date: 08/08/2022

  We have made contact the customer. The furniture claim, is for furniture that has exceeded the manufacturer's 1-year warranty. The customer is working with the protection plan, that is serviced by a third party.  This service covers out of warranty or accidental issues. The customer submitted a claim directly with the protection service, and a service technician completed the inspection and requested parts. We did assist with ordering all the parts needed for the customer and dropped the parts off as a courtesy. Once the customer receives the parts needed, they are to contact the protection company to get the parts installed. We have just been made aware of the current situation, and have also been in contact with the customer. Moving forward, we will work directly with the customer assisting in the remedy of the situation.

  Customer Answer

  Date: 08/10/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******