Extremely disappointing experience — especially for furniture at this price point
I rarely leave reviews like this, but after multiple issues with the same order and an increasingly frustrating after-sales experience, I think prospective customers should know what they may be dealing with.
We purchased several pieces of furniture from Valencia, spending several thousand dollars. Unfortunately, multiple items arrived with issues, including the chairs, the table, and the bed. This was not a situation where one isolated item happened to have a minor defect.
The table had an issue and ultimately broke. We also experienced problems with the chairs. Most recently, a panel forming part of our bed/headboard broke after approximately one year. What makes the latter particularly frustrating is that the panel already had a visible defect when the furniture was originally delivered, and that defect was reported to Valencia at the time.
The response from Valencia regarding the bed has been astonishing.
First, I was told that the one-year warranty had expired.
After I pointed out that the defect had existed and had been reported from the outset, the explanation changed: Valencia told me that they did not have a replacement panel in stock and suggested that I find a local handyman or furniture repair company.
Despite having purchased an expensive piece of furniture that was defective from delivery, I then offered to PAY for the replacement panel myself, including shipping, simply because I wanted the bed properly repaired with the matching original component.
The explanation changed again.
I was then told that Valencia no longer works with the factory that manufactured my bed and therefore cannot obtain the part.
What is particularly difficult to understand is that Valencia still appears to sell the same bed on its website at essentially the same several-thousand-dollar price point.
So after spending thousands of dollars, receiving multiple items with problems, reporting the defect in the bed from the beginning, and even offering to pay for the defective component myself, the proposed solution is essentially: find a handyman.
That is an extraordinarily disappointing level of after-sales support for a company selling furniture in this price category.
Products at this price point should not only look premium on a website. The quality control, durability, and customer service when something goes wrong should also reflect the price being charged.
I have repeatedly tried to find a reasonable solution with Valencia. I was not asking them to replace the entire bed. I initially asked for one defective panel to be replaced. I subsequently even offered to buy it myself.
Instead of a solution, I received a succession of different explanations: the warranty had expired, then there was no replacement stock, and finally Valencia no longer works with the original manufacturer.
Based on my experience, I cannot recommend purchasing expensive furniture from Valencia. A company's after-sales service matters most when something goes wrong. Unfortunately, that is precisely where my experience with Valencia has been the most disappointing.
If I had known before purchasing that several-thousand-dollar furniture could become effectively unserviceable because Valencia changed manufacturers, I would have purchased elsewhere.
