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.

close

Find a Location

CITY Furniture, Inc. has 38 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  2121 Palm Beach Lakes Blvd West Palm Beach, FL 33409-6601

  
• 

  CITY Furniture, Inc.

  5250 W 20th Ave Hialeah, FL 33016-2004

  
• 

  CITY Furniture, Inc.

  2671 NW Federal Hwy Stuart, FL 34994-9317

  
• 

  CITY Furniture, Inc.

  1070 Bichara Blvd Lady Lake, FL 32159

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:01/10/2025

  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.

  I purchased 4 barstools from city furniture on 11/19/2024. I also purchased a warranty for these items (******). One item was delivered damaged. I attempted to refuse the items upon delivery but was told someone would be out to fix the item. The representative was unable to repair the item. I was told to reselect another item of real or greater value- they do not do refunds (seems anti consumer to have this policy). I selected a replacement item. The items never arrived due to customer service error (see communication). I am now told the items I selected for replacement are on back order until May 2025. I want my money back.

  

  Business Response

  Date: 01/10/2025

  We apologize for any inconvenience and frustrations this has caused the customer. It is never our intention to not fulfill our customer's complete order. The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control. The customer can visit the showroom and a sales agent will be able to assist them with the reselection process.  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22793682
  
  This response is non responsive. The fault is of City Furniture by 1) delivering an item that was defective, 2) sending a repair person who was not prepared with the needed part, 3) asking me to choose a replacement item of equal or greater value (inducing me to spend more at your company due to your delivery of damaged goods) and refusing a refund for the delta of an item of lesser value, 4) failing to place the replacement order properly due to customer service failure. The replacement items were in stock when I placed this order (see documentation indicating stools would be available by 12/25/2024 and what I was told verbally on the phone when I placed the order):

  Please also confirm to me and document for BBB that your policy is to rescind the 3 year in home warranty purchased upon replacement of defective stools - which is unconscionable. You delivered defective items and now my 3 year in home warranty is null for replacement items.

  I will be seeking remedy through small claims court in *****************. I believe this company is taking advantage of consumers. 

  

  Business Response

  Date: 01/19/2025

  We regret to hear that the customers experience did not meet the high standards we strive to provide for all our customers. We make every effort to be clear and transparent about our policies and offer multiple options when an item is delivered with damage.
  In this case, the reported damage to the chair leg was determined by our technician to be repairable with replacement parts. We offered a service appointment to address the issue; however, the customer declined the repair. To accommodate the customer further, we provided alternative solutions, including concessions to keep the item as-is or the option to reselect to a different set of chairs since the original chairs are now discontinued.
  To resolve the situation, the customer may choose to:
  Reselect a different set of chairs with complimentary Premium Delivery, or
  Return the chairs for a full refund, as this issue stemmed from the initial delivery.
  We remain committed to working with the customer to ensure a satisfactory resolution

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. If I received a refund (for the chairs and warranty purchased), I will accept this offer.
  
  Sincerely,
  
  **** Pi

• Initial Complaint

  Date:01/09/2025

  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.

  I purchased a couch from this place after moving ***** miles from home with a delivery date of 1/23. Friends have planned trips to come visit and sleep on the pullout mattress. Now they have no place to sleep. This was purchased a month before it was supposed to be delivered. Ive been sitting on lawn chairs waiting on for this couch to be delivered and it gets delayed

  

  Business Response

  Date: 01/10/2025

  We sincerely apologize for any inconvenience or frustration this situation may have caused. It is never our intention to fall short in fulfilling your complete order.
  Please note that the vendor provides us with an estimated date of arrival, which can sometimes change due to factors beyond our control. We are committed to keeping you informed and will contact you as soon as the item(s) become available for delivery.
  Alternatively, we can offer you the option to reselect another item if that is more convenient for you.

  Customer Answer

  Date: 01/10/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:01/09/2025

  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.

  Purchased a sofa and love seat recliner in Aug 2024. When it was delivered we noticed it didn't fit our space, called & tried to request to let us return it and buy one that would fit our space our request was denied eventhough we provided photos of the issue. Fast forward 3 months and now the loveseat makes noise & the *** port broke. Setup an appt for repair, the tech did not call and cancelled the appt claiming originally he came to the house and no one was home. After advising we work from home & the ring camera shows no one came the story changed to "he called & you didn't return the call to confirm the appt so it was cancelled". Cust serv manager is unable to get a tech out today we had to reschedule and now waiting to see if they won't do the same. This is the worse customer experience I have ever had in my life, the company won't work with you at all. At this point I would prefer to return the furniture, receive a refund for what I have paid and buy something someplace else or at least receive compensation toward the cost to alleviate the added stress & time it has cost me to deal with their customer "service".

  

  Business Response

  Date: 01/10/2025

  We sincerely apologize for any inconvenience and frustration this situation has caused the customer.
  As per our return policy, once an item has been delivered, refunds or reselections are not available. Currently, the customer has a repair technician visit scheduled for January 13. Once the technician completes the visit and provides their report, we will have the necessary information to assist further with the claim.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22790387
  
  I am rejecting this response because:

  The technician came and was unable to hear the cracking noise, he lubricated the springs as they are squeaky and advised the *** port is needed but he is not able to do anything about the first noise reported. He did agree the springs are squeaky and advised to report the noise once it came up again and he was hoping it would happen by the time the new *** port is delivered.

  The noise did come up after he left, I reported the issue to City Furniture and advise I want a replacement as the loveseat is less than 4 months old and should not be having any issues. They denied the request and are now asking for a SECOND opinion and need me to once again make time for another technician. 

  I refuse to continue paying for furniture that's damaged and not up to the quality new furniture should operate. I would like either a partial adjustment to my City Furniture account or a replacement for the loveseat. We paid the extended warranty and its become a nightmare to have it repaired or exchanged. When we were sold the furniture we were reassured the process would be easy. This process has been nothing near easy, this is quite frustrating, it has added a new level of stress to my life, waiting on long hold times to speak with someone, fearing not to get a call back, fearing my appts are cancelled without notice. The experience is traumatizing and unnecessary, this isn't free we pay every month and is unfair to have to continue dealing with such awful customer service.

  Based on this awful, traumatizing experience one gathers City Furniture does not care to create lasting relationships with customers. They are only in it for a quick sale and move on to the next person having the need to buy something which is horrible.

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

  

  Business Response

  Date: 01/14/2025

  We apologize for any inconvenience and frustrations this has caused.
  The USB and the power switch was order for the love seat ETA is 12 weeks, as it coming directly from the vendor.
   The customer has a repair technician visit scheduled for January 30th  for the second opinion of the springs making the noise. Once the technician completes the visit and provides their report, we will have the necessary information to assist further with the claim.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22790387
  
  I am rejecting this response because:

  There hasn't been any help from City Furniture's end, in the end we are having to adjust to what they force us to do. Our request for compensation have not been answered in any way, their responses only state the notes on what I have been force to accept. We either accept THEIR terms on THEIR time or there is no resolution.

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

• Initial Complaint

  Date:01/09/2025

  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.

  We got delivery of furniture from City Furniture on November 18th, 2024. Both the reclining sofa (wrinkled) and the white sectional came damaged. The reclining sofa was on backorder until January for replacment. The white sofa they delivered again and that again was damaged. Both times the white sofa had broken frames. You can see if the picture the back of sofa is pushed in. They were going to deliver both pieces again today, but the City Furniture Warehouse called me and sent me pictures of what they were going to deliver which was damaged sofas again. I have called customer service many times and they only say that I can exchange the sofas (2) for other sofas. There is nothing in their store that I want and have gone there several times. I have lost all confidence in this company since it has been three deliveries and the furnitures keep coming damaged. I want a refund and they can come get their sofas. They will NOT honor my request. They told me that I could've refused shipment originally, but they also didn't tell me that, they told me that they would replace it. So after 3 attempts to deliver new undamaged furniture, I want to refuse their shipment and get a full refund. I was on the phone with three people today and spent 2 hours on the phone to get an answer that a Manager would call me back and has never called me back. This company should back their products and they are blaming it on the manufacturer, but that is not my problem. I feel that they did NOT deliver a quality product and with that, they should honor my request to refund me for the damaged goods and come pick up their furniture. I have yet to move into this house and have not even used this furniture yet. Please help me get my $7,148.54 back. I appreciate your help!! This is the worst furniture store that I have ever had to deal with. Thank you for your time and ****************** regards,****

  

  Business Response

  Date: 01/10/2025

  We sincerely apologize for any inconvenience and frustration this situation has caused the customer. To address their concerns, we can offer the following resolution options:
  The customer may choose to reselect an item.
  Alternatively, they can opt to wait for the new exchange delivery.
  If the customer decides to wait for the exchange delivery, we would also like to offer a $100 gift certificate as a gesture of goodwill for the inconvenience experienced.

• Initial Complaint

  Date:01/08/2025

  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.

  Bought furniture set on 5/24/23 and was promised $500 statement credits as part of promotion. Never received the credit. Salesman **** ****** confirmed I should receive and sales manager ****** ******* also confirmed. To date, I have not received. They both stated it was an incentive to get me to buy the set, but could not explain how I would receive. I have emails and voicemails from both confirming I should receive. Also attached flyer showing the promotion. Although, this specific flyer was not from that time frame, it is an example of what was in effect when I purchased.

  Customer Answer

  Date: 01/08/2025

  Although the initial purchase was in 2023, I was told the statement credits would not occur until the end of the finance payoff period with was in May of 2024.  It was at this point that I began my dispute with City Furniture. Is there any way in which you can assist?

  

  Business Response

  Date: 01/15/2025

  We apologize for any inconvenience the customer has experienced. According to our records, the customer claimed a Reward Card in 2023 valued at $250.
  Please note that Elite Rewards does not have access to the customer's transaction history or balance information. The Reward Card details would have been sent directly via email.
  If the customer requires further assistance, please let us know.

  Customer Answer

  Date: 01/30/2025

  Yes, I agree, I did receive the $250 reward card as mentioned.  However, that is not what I am disputing.  The salesperson stated I would receive $500 in statement credits towards the end of my credit card promotional period.  He confirmed in the email I attached previously and it was confirmed by the general manager via email as well.  I still did not receive the promised credit and went to the store where I purchased.  The manager on duty, once again confirmed I was eligible and later left a voicemail to that effect as well.  He was uncertain about the specifics of how it was credited, but repeatedly stated it was an incentive to get me to purchase.  The incentive worked, as I did purchase, but I never received the promised credits.  I would like the promised $500 statement credit or something equivalent in value.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22784970
  
  I am rejecting this response because:

   

  Yes, I agree, I did receive the $250 reward card as promised.  However, that is not what I am disputing.  The salesperson stated I would receive $500 in statement credits towards the end of my credit card promotional period.  He confirmed in the email I attached previously and it was confirmed by the general manager via email as well.  I still did not receive the promised credit and went to the store where I purchased.  The manager on duty, once again confirmed I was eligible and later left a voicemail to that effect as well.  He was uncertain about the specifics of how it was credited, but repeatedly stated it was an incentive to get me to purchase.  The incentive worked, as I did purchase, but I never received the promised credits.  I would like the promised $500 statement credit or something equivalent in value.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/30/2025

  We apologize for any confusion the guest may have encountered. Based on the promotion offered at the time of purchase, the guest is eligible for a $250 gift card rather than a $500 gift card.
  For better clarity, I have attached a copy of the promotion details that were active during the guest's purchase. Please feel free to share this information with the guest to provide further understanding.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22784970
  
  I am rejecting this response because:

   

  This is unacceptable.  The confusion does not rest with me.  I just cant determine if your sales staff and GMs need training or if they willfully lied to me.    I completely understand the $250 gift card promotion.  As I stated, this is not the issue.  The issue is your salesman, **** ****** said there were two concurrent promotions going on, with the second one being $500 in statement credits.  After I did not receive them, the fact that I SHOULD have was confirmed by your GM, *** ****** and later by the store manager, ****** *******.  Do you not stand by the written and verbal commitments of your staff?
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/04/2025

  How did the business make a "good faith effort" to resolve my issue?  They had three different employees tell me in writing I am entitled to a $500 credit and yet they won't honor it.  I guess there isn't anything I can do, but I thought the BBB was a consumer advocate.  I guess I was mistaken.  I'm not really sure what your function is other than to take the side of the business.  I suppose a small claims case is my next option.  What BS.

• Initial Complaint

  Date:01/08/2025

  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.

  On 12/26/21, I purchased and took delivery of a leather love seat and matching chaise along with a Product Protection Plan which covered the leather against any issues/damage for 3 years for which they would either repair or replace the product. In 2023 my 1 yr old grandson drew a line on the love seat leather with a pen. I notified City Furniture and they sent a repair person who spray painted the leather over the ink spot. Several months later I noticed the paint wore off and notified City Furniture. They sent another repair person who again spray painted the leather. Last month I noticed the paint had again wore off the same ink spot and called City Furniture on 1/06/25. They informed me that the warranty had now expired and were no longer responsible. In summary, they did not repair or replace the furniture as was explicitly explained to me they would by Mr. ***** *****, the City Furniture salesperson who sold me both the furniture and the warranty.

  

  Business Response

  Date: 01/15/2025

  We sincerely apologize for any inconvenience the customer has experienced with their purchase and the Stain Protection Plan. City Furnitures Stain Protection Plan provides coverage for upholstered furniture and area rugs that become stained by common household foods, beverages, ink, or human or pet bodily fluids during normal residential use within three (3) years of delivery. This agreement covers stain removal only and does not extend to general soiling.
  In this case, the customers Stain Protection Plan has expired. However, as a gesture of goodwill, we have offered a courtesy service to send one of our certified repair technicians to the customers home to attempt to remove the stain. The appointment is scheduled for 1/16/2025.
  While we will do our best to assist, if the stain cannot be removed, no further action can be taken due to the plan's expiration. We will follow up with the customer after the service appointment to ensure all concerns are addressed to the best of our ability.
  

• Initial Complaint

  Date:01/03/2025

  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 used our 3 warranty we purchased on our leather sofa. The piece we specified in our claim, the tech who came out wasnt able to fix. Claims assistant called and offered us a $550 check or credit. We opted for the check so we can wind down on our time deal with City Furniture. We were told if was mailed but as we go on 3 weeks, nothing. We have contacted their customer service **** and they say its been mailed, but still no check. Weve been down this road before with City Furniture which is always disappointing. Wed like to know when we will actually receive our check due.

  Customer Answer

  Date: 01/03/2025

  Recently confirmed with customer service that after giving my home address 4 times they still had it inputted incorrectly. Awful service and would like this refund rectified asap with correct address. 

  

  Business Response

  Date: 01/07/2025

  We sincerely apologize for the delay in processing your refund. We have spoken with you to verify the correct address to send the check:
  **************************
  ********************
  This information has been relayed to our accounting team, and the refund is now being processed. Please note that refunds issued as checks typically take ***** business days to process, excluding weekends and holidays.
  We appreciate your patience and understanding in this matter. Should you have any additional questions or need further assistance, please feel free to contact us directly.
  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22762823
  
  I am rejecting this response because:
  

  Once refund check is received, all will be resolved. Until check is received this isnt closed yet  

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

  

  Business Response

  Date: 01/14/2025

  I understand your frustration and urgency in wanting to get this issue resolved ASAP.
  Please accept our sincerest apologies for any disappointment and inconvenience you have experienced.
  We have reached out to our accounting team to have the check reissued to the correct address. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22762823
  
  I am rejecting this response because:
  

  It has now been 6 weeks since the refund was requested and 13 business days when first called with this claim to update my address correctly (along with several customer service attempts), and still no refund check received. We are local to ************* as is the corp office and this seems like a scam from corporate. We have never had to deal with something like this and all for $550 to get this kind of run around. Everyone says the check will arrive and again now we are going on 6 almost 7 weeks later. 

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

  Customer Answer

  Date: 01/25/2025

  Check received but the lack of incompetence is astounding. After 6-7 calls/messages later, while the check finally came, they STILL got our address wrong. Wow! Do not bother with city furniture moving forward. 

• Initial Complaint

  Date:01/01/2025

  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.

  On 12/30/2024 My wife and I went to Ashley Furniture and spoke to ****** sales *** ***** she did an excellent job selling us a mattress ***** and a ***** frame, the invoice for the sale728391 and the total amount $2,709.06, I paid for a premium delivery $79.99, the delivery was scheduled for 12/31/2024 between 11am and 2pm, on that day we got rid of the old bed and frame so we can make space for the new bed, we took the time off to wait since we had scheduled vacation the same week, when the delivery arrived they took the mattress cover plastic out and then got the frame box out of the truck. They bought the frame into the room Queen as per them but it was actually a King frame, and they notice that once they started to put everything together they try different ways to make it fit but unsuccessfully were not able to make it fit, they did not had the proper tooling and hardware to make it happen, when after a while of them trying I decided to try to get an exchange for for a King ******** since I already had the frame and I didn't wanted to go through the ordeal again, I spoke to ***** from their customer service to ask for an exchange and explain to her what happen, and she said that they could not give a discount but they where happy to give me an exchange and I would need to pay the difference that was about $800.00, went today 01/01/2024 and spoke to the sales *** and the manager at the store *** and they did not had an objection for me to pay the difference to ***lace it, but they told me that needed to be approve by cust serv, after 1/2 hour they told me that they can not exchange because it was already delivered by agent ****** and supervisor *****, and that they could not exchange the frame today needed to wait until next week, I told them that I have a disability and can not jump over the frame to get to bed, basically everything remain that they were going to escalate it, ****** told me that I could pick up today , but ***** told me no, no refund

  

  Business Response

  Date: 01/03/2025

  We do apologize for any inconvenience and frustrations this has caused.
  We can offer the customer the option to re-select.
  The customer can visit the showroom and a sales agent will be able to assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal to or greater in value than the original purchase. There is 15 % restocking fee and a new delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice. Please feel free to contact us via email at: **************************************** or call our *************************** at ************

  Customer Answer

  Date: 01/17/2025

   
  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,
  
  **** *******

• Initial Complaint

  Date:12/31/2024

  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.

  I purchased a Cream colored leather power reclining sectional in 2021 in **************, **. I bought the 3year warranty which covers stain, tears etc. I have had previous issues with this sectional and all issues were resolved by company,except the one I called about on 12/30/24. The reclining armless chair has stains on the back and seat of chair, making it stand out from the rest of the sectional. The stains are dark. When I called yesterday the very rude person said it must be a natural discoloration and my warranty does not cover this!! What!!! This is obviously a product defect in the leather of this chair since the sectional is attached together and no other piece looks like this. City Furniture does not want to cover this warranty claim because my warrant expires in January 2025!!!

  

  Business Response

  Date: 01/06/2025

  We are sorry to hear the customer is having difficulties with their furniture.The customer has reported issues with their sectional. A representative attempted to reach the customer today but was unable to make ********** part of our effort to address the concern, the customer has been offered a service appointment for a professional cleaning to attempt to lift the stain. Following the cleaning, a technician will provide a report to determine the appropriate next steps.
  The customer has been advised to contact our **************** Team to schedule the appointment. Once the service is completed, we will follow up with the customer to discuss any further action that may be required.
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22750643
  
  I am rejecting this response because: i missed a call from ******* this morning and tried reaching her by phone several times with no success, so I emailed customer service and waiting for someone to call me back and schedule an appointment. 
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 01/07/2025

  Thank you for your patience as we work to address your concerns. The customer has an appointment scheduled with a Certified Repair Specialist on 1/16/2024.
  Following the service appointment, we will review the technician's report and reach out to discuss any necessary actions to resolve the issue. We appreciate your understanding.

• Initial Complaint

  Date:12/30/2024

  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.

  My recent experience with the delivery of my furniture was nothing short of a disaster. Every single piece arrived damaged, indicating a significant issue during transport. I promptly reported the problem, expecting swift and professional assistance, but instead, I was met with rudeness and an unsettling lack of professionalism.When I spoke with the representative, employee number *****, I was unfortunately subjected to yelling, which is utterly unacceptable in any customer service scenario. To make matters worse, the information I received was inconsistent and contradictory to what I had been told by the previous representative. This kind of disrespect is not only disappointing but also a grave oversight in customer service.I urge you to take immediate action to rectify this situation. I am requesting a full refund for the damaged items, as it is only fair given the circumstances. It is imperative that this matter be resolved without delay.

  

  Business Response

  Date: 01/06/2025

  We regret to learn the customer experienced issues with their purchase. Earlier today, we reached out to the customer to discuss potential resolutions for the damaged furniture.
  As part of our efforts to address the concern, we offered the following options:
  A service appointment with one of our certified repair specialists to address the scratched pieces.
  A $200 gift certificate or a $100 credit to keep the items as is.
  An exchange for the scratched pieces altogether.
  If the customer would like to proceed with any of the above options, they may contact our **************** team directly to finalize the arrangement.
  Additionally, if these options are not suitable, we are willing to honor the customers request for a full refund. In this case, the customer will need to contact **************** to schedule a pick-up for the furniture appreciate the customers patience and look forward to resolving this matter.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22748921
  
  I am rejecting this response because: I have tried to contact customer service and they are unwilling to pick it up. The person on the phone told me a different amount. Check your recordings. You all just continue to lie.
  
  Sincerely,
  
  ******

  

  Business Response

  Date: 01/10/2025

  We have made several attempts to contact the customer to assist further with processing the refund they have requested. Unfortunately, our efforts to reach the customer have been unsuccessful.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22748921
  
  I am rejecting this response because: City has not contacted me once. I have tried to contacting them. Please refund me for my items. 
  
  Sincerely,
  
  ****** Gears

  

  Business Response

  Date: 01/24/2025

  We apologize for the inconvenience the customer has experienced. 
  We will be more than happy to process the refund once the items are returned,  we have tried calling the customer to process the refund, but the customer has not reach back out to us to get the pick up scheduled.  
  Please have the  customer call our *************************** at ************ to get the process completed.