Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
• 

  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
• 

  CITY Furniture, Inc.

  1400 NW 167th St #3 Miami, FL 33169

  

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:07/02/2025

  Type:Sales and Advertising 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.

  I purchased of a bedroom set from City Furniture and was pressured into buying the 3-year warranty (despite declining multiple times), which was purchased for $763.16. A store credit for the warranty cost was promised if a claim wasn't filed within three years. After attempting to redeem the credit at the Tamarac store on June 30, 2025, the store manager stated that the credit had expired. The manager also mentioned a notification letter had been mailed, but I never received such letter. The initial sales presentation was misleading regarding the credit's terms and expiration. I would like City Furniture to honor the original agreement and provide the $763.16 store credit. I am very concerned about deceptive sales practices. The sales representative never mentioned the credit had an expiration date. Promising customers a return of their investment in the form of credit, only to invalidate it through an unreceived notice, is unacceptable.

  Customer Answer

  Date: 07/02/2025

  The business has responded and agreed to provide proper credit. I would like to withdraw the complaint. 

• Initial Complaint

  Date:07/01/2025

  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 bed frame from City Furniture, which was delivered to my home on Friday, June 28th. Upon delivery, I realized the bed was too large for my space. I immediately attempted to contact the sales representative who assisted me, but received no response. I later found out that this salesperson had been terminated.On Sunday, June 30th, I visited a different City Furniture showroom and, with the help of a new salesperson, submitted a reselection request explaining that the item did not fit and that my original salesperson was no longer reachable.However, my request was rejected by customer service without any specific explanation. I repeatedly asked for clarification, but was only told that it did not meet reselection conditions, without being informed what those conditions are or why my case didnt qualify.I acted in a timely and responsible manner. The communication breakdown was entirely due to internal staff turnover within City Furniture, which I had no control over. I believe this situation should be handled with more flexibility and fairness.Desired Resolution:I am requesting that City Furniture resolve the situation by offering one of the following options:Approve my reselection request without penalty; or Accept the return and issue a full refund; or Provide a partial refund and the remainder as store credit.I am open to a reasonable resolution but believe the lack of transparency and responsiveness in this matter is unacceptable.

  Customer Answer

  Date: 07/02/2025

  I would like to add further context to my complaint.
  
  
  Most major furniture retailers—including IKEA, Wayfair, West Elm, and Crate and Barrel—offer return or exchange windows ranging up to 30 days. In contrast, City Furniture provides no meaningful flexibility for customers, even when the customer contacts them immediately after delivery and encounters an internal issue (such as a salesperson being terminated).
  
  
  Specifically, my complaint concerns the Malibu Bed Frame, which I purchased for $2298.95 before tax. I tried to contact the sales regarding the sizing issue on the same day it was delivered.
  
  
  According to City Furniture’s own website, customers who cancel an order on the day of delivery are eligible for a $99.99 restocking fee. I attempted to contact the company immediately, but the salesperson who assisted me had already been terminated, and no one else was reachable that day. Now, customer service claims this policy “does not apply” to my case, without providing any written basis or explanation. I believe this is a clear example of inconsistent and misleading policy enforcement.
  
  
  Even more concerning, their website indicates that online orders can be returned within three days of delivery, yet in-store purchases are not allowed any such grace period. There is no reasonable justification for treating customers differently based on purchase channel—especially when the same products and delivery methods are involved. This practice feels discriminatory and intentionally obscure.
  
  
  When I pressed customer service for the reason my reselection request was denied, I was told only that “once an item is delivered, it cannot be reselected or refunded,” according to their supervisor. No official policy clause was cited. This sounds more like a blanket refusal than a customer service policy.
  
  
  City Furniture’s handling of this matter lacks transparency and fails to meet the standards of fair business practice. I respectfully ask that BBB take these inconsistencies and gaps into account as part of the overall resolution review
  
  
  

  

  Business Response

  Date: 07/02/2025

  We regret to learn that the customer did not receive the experience we strive to provide. At City Furniture, we aim to be transparent and clear about our policies to ensure all customers feel confident in their purchases.
  Customers have the opportunity to view, touch, and measure merchandise in-store before making a purchase. For this reason, returns or reselections are not permitted once furniture has been delivered or picked up. However, customers may cancel orders one or more days before the scheduled delivery date. Cancellations made on the day of delivery are subject to a restocking fee. Our full return policy can be found here:https://www.cityfurniture.com/help-center/return-policy 
  In this case, the customer spoke with our Customer Service team and was approved for a one-time reselection of the bed, subject to a 15% restocking fee. To proceed, the customer may visit a City Furniture showroom, where a sales associate can look up their original invoice and assist with the reselection process. The amount paid on the original invoice will be applied toward the new purchase.

  Please note:

  The new item(s) must be of equal or greater value than the original purchase.

  The delivery team will remove the original furniture during the delivery of the new item(s).

  The In-Home Service Program does not transfer and must be repurchased if desired for the new items.

  
  Should the customer have further questions or require additional assistance, they are welcome to contact us directly at 954-718-3344 or via email at [email protected].
  

  
  

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23544826
  
  
  

  Thank you for your response and for offering a one-time reselection. However, I must respectfully disagree with the restriction that the new item must be of equal or greater value, and that no refund or credit will be issued for lower-priced alternatives.
  
  At no point—neither during my in-store purchase nor in any phone conversations with customer service—was this condition disclosed to me. It only appeared after I escalated my case, which makes it feel more like a reactive policy than a fair or transparent one.
  
  I am willing to accept the 15% restocking fee as part of this process. However, being forced to choose a product of equal or greater value—even when most suitable alternatives are lower in price—means I would be:
  • Paying 15% just to switch to a cheaper product, and
  • Losing the price difference with no refund or store credit.
  
  This is not a good-faith solution—it is a veiled way to extract more money from the customer.
  
  The Malibu Bed Frame I purchased is already one of the highest-priced bed frames offered by City Furniture, which can be easily proven by checking City Furniture website. Only a handful of models fall in the same price range, and none are suitable for my space or preferences. Nearly all practical alternatives are lower in price.
  
  I want to be clear: I am not seeking to downgrade to pocket a price difference. I simply want a replacement that fits my home. Requiring me to pay a fee and forfeit value is punitive.
  
  Moreover, no major furniture retailer enforces such a policy. Companies like:
  • West Elm, Wayfair, IKEA, and Crate & Barrel allow reselections or exchanges to lower-priced items, and either refund or issue store credit for the difference. These policies reflect fair customer treatment.
  
  City Furniture’s refusal to do the same stands out as unusually restrictive and consumer-unfriendly.
  
  ?
  
  I am therefore requesting one of the following:
  • Allow me to reselect a lower-priced item, with the difference refunded or credited, OR
  • Accept a return and issue store credit or refund.
  
  I remain open to resolving this respectfully, but I believe the current offer is structurally unfair.
  
  Sincerely,
  Joy Xiao
  Invoice #: 537274

• Initial Complaint

  Date:06/26/2025

  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.

  Date of Transaction: June 23, 2025 Amount Paid: $1,064.95 Merchant: City Furniture I purchased a new sofa for $1,064.95, which was delivered with a visible stain on the seat, meaning it arrived in damaged condition. The merchant committed to delivering a brand-new item in acceptable condition, which they failed to do.I reported the issue within 24 hours. However, they refused to allow a return or refund, citing a "no return policy" that does not address defective or damaged deliveries. Instead, they offered to replace the stained part (with a 48 week wait) or give a small credit of $100$200. I requested written confirmation of their refusal, but they declined.This is a dispute over receiving a damaged product and the merchants failure to provide a timely or reasonable remedy.

  

  Business Response

  Date: 06/27/2025

  
  Thank you for bringing this experience to our attention. Please accept our sincerest apologies for any disappointment and inconvenience you have experienced. 
  We understand your frustration and disappointment regarding the sectional you purchased from City Furniture.
  
  Please review our Return Policy, which also included with the documentation you received on the date of purchase. 
  
  we have offered the customer several different options:
  1)an an exchage of the damaged Chase wiht an upgrade to premium deliery.  We will take the damaged piece the same time the new piece is delivered ans set up the new piece.  
  2) a part order that will take 4 -8 weeks once the customer receive the part we can send some out to install it.
  3) we can offer compensation in the form of a Gift certificate that can be use towards any purchase in the Showroom or a discount back to the method of payment.

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23523621
  
  
  
  I am rejecting this response because:
  
  I appreciate the business’s response, but I am not satisfied with the proposed resolution. The sofa was delivered with a visible stain, which qualifies as damage and was reported within 24 hours. Despite this, the company is refusing a return and offering only a part replacement that will take 4–8 weeks, or a small credit.
  If City Furniture is able to deliver a brand-new sofa within 2 days of purchase, I do not understand why a replacement part for a damaged item should take up to 8 weeks. That timeline is unreasonable and does not reflect the urgency of resolving a defective delivery.
  I am requesting either a full refund or a complete exchange of the damaged sofa within a reasonable timeframe (not exceeding the original delivery window).

  
  
  Sincerely,
  
  
  
  Ishit Upadhyay

• Initial Complaint

  Date:06/20/2025

  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.

  Extremely Disappointed Misled, Ignored, and Left With $3,000 in Furniture I Cant UseI had a terrible experience with City Furniture and feel completely misled. I placed a virtual order with a sales *** who works in-store I never physically went into the store. Naturally, I assumed it would be treated like an online order, which allows a 3-day window to return or exchange. That turned out to be false.Because the *** processed it in-store, they now claim the sale is final no returns, no exchanges, not even store credit. This was never disclosed. Had I been told that going through a *** would strip me of all return rights, I wouldve placed the order online myself. Why would I give up those protections?To make it worse, the furniture doesnt even fit in my apartment. Im now stuck with over $3,000 worth of furniture that I cant use, return, or exchange.Ive called multiple times:Friday: was told my *** would call. He didnt.Monday: same story, no follow-up.Called again and was told nothing could be done due to policy.A manager told me to send photos to a specific email she confirmed multiple times. I sent them and the email bounced back. She didnt give me a number to call back or any way to escalate. It honestly felt like she just wanted to push me off the phone.Ive also emailed customer service several times. I escalated the issue and asked for help and Ive received no response.This has been a frustrating and unprofessional experience. It feels like I was misled so the *** could make a commission without disclosing critical info.

  

  Business Response

  Date: 06/21/2025

  We sincerely apologize for the confusion and lack of information that should have been clearly communicated to the customer.
  Based on the notes in the system, the customer has been approved to reselect for the following items:
  NOMAD BLACK RND END TBL TOP SKU: 5180494
  NOMAD BLACK RND END TBL BASE SKU: 5180496
  The customer may select an item of equal or greater value. If the new item is of greater value, the customer will be responsible for paying the price difference. There will be no restocking fee or additional delivery charge applied to this reselection.
  In addition, the customer has been approved to return the following items:
  HO ************************************************************************* Coffee Table
  HO Nomad Light Tone Rectangular Buffet
  ** ******* Green Framed Wall Art
  ** ****** Green Framed Wall Art
  The customer is aware of the $99.99 restocking fee. Please note that original delivery and shipping charges are non-refundable.

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  

  City Furniture has since taken care of this issue and made it right. 

  
  

  Please cancel this request. 

  
  

  Thank you, 

  
  

  ********** ********

  
  

• Initial Complaint

  Date:06/20/2025

  Type:Delivery 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.

  I was informed that my sofa would be delivered in 2 weeks time from purchase date. Multiple calls later during my lunch breaks being told the store mgr is with customers can't talk now leave a msg, then your sofa will be delivered next week , nope week 3 no sofa today told nope next week on week 4 I want my hard earned money back in my account

  

  Business Response

  Date: 06/21/2025

  We sincerely apologize for any inconvenience or frustration this may have caused. Unfortunately, we were unable to locate the customers account using the telephone number and email address provided.
  To better assist, please have the customer respond with their invoice number, full name, or an alternate telephone number associated with the purchase.

  Customer Answer

  Date: 06/23/2025

  As of the same day this was sent I recontacted the business Roc City Furniture spoke with the owner this time **** and after several minutes of listening his form of resolution I decided to get a full refund . Went to the store  and while getting a refund that he told me would be put back on my credit card he insulted me yet again on a "how dare I insult his business prowess"!. I'll be very happy once I see the monies back into my account again.  Thank you anyway BBB

  Customer Answer

  Date: 06/23/2025

  Friday after sending you to BBB I recontacted Roc City Furniture and spoke with the owner **** and after hearing his rude form of resolution I decided on getting a refund, went to the store where he told me it would be put back on my card I'll be happy when it's finally back in my account again. What a headache.  Thanks BBB for your help !

  Customer Answer

  Date: 06/23/2025

  Friday I  called Roc City Furniture again spoke with the rude manager and went straight to the store and asked for a refund and was told it would be put back on my card. I won't be doing business with this store ever again. 

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  Friday after sending you to BBB I recontacted Roc City Furniture and spoke with the owner **** and after hearing his rude form of resolution I decided on getting a refund, went to the store where he told me it would be put back on my card I'll be happy when it's finally back in my account again. What a headache.  Thanks BBB for your help !

  
  Sincerely,
  
  ******* Kessler *******

• Initial Complaint

  Date:06/20/2025

  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 sofa loveseat set end of October 2024 and was delivered in Nov 2024. invoice ******. The Sofa's both power recliners and the usb for phone charging all stopped working In the beginning of May 2025. Contacted customer service and had a tech come out under warranty. He said it is not typical for everything to fail at once, usually just 1 side or the other. The sofa is connected to a surge protector so the tech could not give explanation as to why it failed but said 2 new switches were needed and also 1 for the loveseat as one side doesn't work. Contacted customer service later that day and was advised part can take 12 weeks. That is NOT acceptable. We did not purchase a new coach for ot to completely fail after 6 months. They said to call back. I call every week or two since and there is no update. Why is there no parts available or on hand? Clearly the quality and build of the set is low quality and the parts are defective as 3 of the 4 failed within 6 months. We entertain and host frequently and to have a non-functioning set is not only embarrassing but disappointing. We will not be taken advantage of for your lack of support and planning. Please advise as 3 months is not normal, maybe you need a different vendor or maybe needs to be better quality from the beginning so its doesn't fail 6 months in.

  

  Business Response

  Date: 06/23/2025

  We sincerely apologize for any inconvenience and frustration this situation may have caused the customer. After reviewing the customer's warranty claim and the estimated time of arrival for the necessary parts, we made the decision to offer an exchange for both the sofa (SKU: 5000226) and the loveseat (SKU: 5000228), as the power switches on both pieces were not functioning properly. Due to the extended delay from the vendor, we canceled the pending parts order.
  The customer also expressed concerns about the overall quality of this collection. In response, we offered the option to reselect both pieces. The customer is welcome to visit one of our showrooms, where a sales associate can assist by referencing the original invoice. The amount paid on the original purchase will be applied toward the new selection.
  To ensure a smooth process, items selected must be of equal or greater value than the original purchase. There will be no restocking fee or delivery charge for the reselection. During the delivery of the new furniture, our team will also remove the existing pieces from the customer's home.
  Please note that the In-Home Service Program does not transfer to the new order. If the customer would like to include this coverage on the new invoice, it must be purchased separately.
  Should the customer have any further questions, they may contact us directly at 954-718-3344 or via email at [email protected]. We are happy to assist further.
  
  

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23496556
  
  
  
  I am rejecting this response because: I tried called 3 times today to speak with the Customer Advocacy Team and was advised I cannot. I was not offered a callback from that team. In the business response, it says to reach out at 954-718-3344..I tried, there are untrained individuals who do not listen and only follow a script. There is no understanding on the situation at hand and certainly no urgency. This is why I had to file the complaint initially because no one cares. I called Sales in hope that they could transfer me locally as Monique works in the same location. No help or understanding. Yesterday I visited the Tamarac showroom and asked when the upcoming sale is, so I could make a logical decision if we went the route of reselect..I was told to browse and they would catch up after finding out more info..didn't happen. Me and my wife ended up running around trying to find sofas, upstairs and downstairs, but eventually left with no help. Just another expected behavior from our recent experiences. Can someone from the customer advocacy team please call me at 754-422-8730. Anytime. I need additional questions answered and I need more transparency. Don't say if you need any help, reach out and then there is no access to speak with you and no one wants to transfer or offer a callback. I don't have hours of my day to sit non the phone and explain the entire situation over and over again. I need a direct point of contact, extension  direct email. I am having to do all the work while I am the customer getting screwed.
  
  
  
  Sincerely,
  
  
  
  Aaron Harrideo

  

  Business Response

  Date: 06/25/2025

  We sincerely apologize for the frustration the customer has experienced. The customer spoke with our Customer Advocacy team today and was offered an exchange for both the reclining sofa and the console loveseat. The replacement items are scheduled for delivery on June 26, 2025. We will follow up after the delivery to ensure the customer is fully satisfied with the resolution.

• Initial Complaint

  Date:06/19/2025

  Type:Sales and Advertising 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.

  First shuffleboard came with with dents n scratches servicean came to say it need to be replace second shuffleboard board had a whorped tabletop .. service man came out said it has to be replaced I said this isnt your specialty Id like a refund .. I paid extra for insurance on top of warranty.. They will refund for their damaged product

  

  Business Response

  Date: 06/20/2025

  We are deeply sorry to hear about the customers experience receiving damaged products. While our policy does not allow for refunds in these cases, we do offer alternative solutions to ensure customer satisfaction.
  The customer has opted to proceed with an exchange, which is currently scheduled for 6/24.

• Initial Complaint

  Date:06/19/2025

  Type:Delivery 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.

  Order ****** I'm filing this complaint because I was denied a REFUND and a reselection after I was initially provided false information about a fabric material of a couch. I went in specific about a LEATHER sectional to accommodate my family. I have screenshots of the conversation between myself and the sales *** claiming the couch is made of "top grain" leather which it is not. I provided all of those and was denied because I signed for a couch that I also didn't pay for white glove delivery and set up (after the sales *** told me I should "save my money") since I was on a budget. The delivery was dropped off in boxes in my living room enclosed. Of course one would sign for it. Especially after I was told it was leather which was false.

  

  Business Response

  Date: 06/20/2025

  We sincerely apologize for any misunderstanding regarding the information provided. Based on the product description on our website, the **** sectional is upholstered in leather in all areas where the body touches. The seat cushions are foam-filled, and the back cushions are fiber-filled for added comfort.
  Please note that vinyl leather and faux leather are two different types of materials, both of which we offer across various products.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23492815
  
  I am rejecting this response because:

  I did not shop for this online, I went to the store and was told it was"top grain" leather and it's not. 

  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/20/2025

   I understand your frustration and disappointment regarding the sectional you purchased from City Furniture.
  It's certainly frustrating when a large purchase doesn't meet your expectations, and I appreciate you taking the time to share your experience with us.
  Per the vendors descrition of the sectional, the **** is upholstered in leather where the body touches. Foam-filled seat cushions and fiber-filled back cushions make this sectional super comfortable. Solid wood frame. Removable back cushion and attached seat cushion.
  
  City Furniture has a specific return policy in place, once the itmes have being delivered all sales are final.
  
  Please review our Return Policy, which also included with the documentation you received on the date of purchase.
  
  We value our customers' feedback, and we will certainly take your experience into consideration for the future. 
  
  However, as of now, our return policy remains in place.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23492815
  
  I am rejecting this response because:

  This is not acceptable. I understand what your return policy is but this is not REAL leather. It scratches too easy, you will get millions of claims from me and I guarantee it will cost you more to keep ***lacing pieces of this sofa than to give me a refund. I will continue to post these complaints on my social media platform which is terrible for your business! 

  I was lied to and I have it right in the screenshots that your sales *** states it's "top grain leather" and it's not! When you go into a store, you rely on the salesman to direct you to what you want and what will work for your family not entrap you to make a sale and then not help you! 

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/12/2025

  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.

  while delivering furniture the floor was ripped. This occurred in January 2025 and has been ongoing. On May 15th we were contacted by company asking if they could send a tech out to look at the floor after going back and forth with them for months. I told them yes and the tech never showed up. I contacted city furniture and never heard back from them. They told us before that we could get an estimate ourselves but no one will come out without a charge. The floors are laminate and can't see how they will repair it so it may need to be replaced but I want it resolved.

  

  Business Response

  Date: 06/12/2025

  We’re very sorry for the inconvenience this situation has caused the customer, and we truly appreciate your patience. We are currently reaching out to our Home Damage Claims Team to further investigate the matter and verify all details regarding their claim. 
  

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair 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.

  We bought a kids table that was broken. And we had purchased extra protection on it, when we called to have it ***laced the company sent out a *** and then never followed up. We called multiple times to have a resolution but ***** ever had an answer for us about next steps to ***lace the table. In May of 2025 the company finally sent a letter with a store credit receipt for $579.58 that expired on 4.29.2025. We went to the store and called HQ but they said they cannot honor the store credit because it's expired.

  

  Business Response

  Date: 06/17/2025

  We apologize for any confusion regarding the customers *************** Gift Certificates. These certificates are automatically issued to the customers current billing address when the *************** Plan expires without being used. The certificate is issued for the full amount paid for the plan and is valid for 45 days from the date it is sent.
  Please note that once expired, these Gift Certificates cannot be reissued. However, they can be redeemed at any City Furniture location, including Ashley Showrooms located in ************* (south of **********, ******, and ***************).
  We spoke with the customer on June 13, 2025. During that conversation, the customer confirmed they had been assisted by the showroom manager, and the gift certificate amount was successfully applied to a new order (565622-37). The delivery for this order is scheduled for June 18, 2025.
  
  

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****