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

  
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  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
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  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
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  CITY Furniture, Inc.

  9951 Interstate Commerce Dr Fort Myers, FL 33913

  

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:12/30/2024

  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 December 1, 2024 I visited the City Furniture showroom in ******* and saw a particular set of chairs displayed with a dining room table alongside the price list on the table. I took pictures of the chairs, table, and pricelist located with the set and left to visit other locations before making a decision. Later that day, I decided to purchase the set of six chairs I had seen previously at City Furniture. A salesman, Kevin ******, had provided his card when I first arrived, so I called him and placed the order over the phone using the item number for the chairs shown on the price list. The chairs were scheduled for delivery on December 11th. However, upon reviewing the order confirmation the night before, I realized the chairs pictured on the invoice did not match the ones I saw in the showroom. I contacted the store immediately to resolve the issue. I spoke with *****, who explained that the chairs in the picture I took while at the showroom are priced at $299 each and not $199 as I had believed. She advised that designers sometimes move items around, which may have caused the confusion and that the chairs I saw with the dining room table and pricelist are not the ones that belong to that set. I asked ***** if City Furniture would honor the $199 price I saw in the showroom for the chairs I intended to buy. Unfortunately, she stated she didnt have the authority to do so. When I escalated the issue to the store manager, ******, he reiterated the same and said the price would not be adjusted.I understand that with such a large showroom, mistakes like this can happen, but it raises concerns about how often items might be misrepresented due to such movements. Customers might unknowingly purchase items thinking they are priced ************** may be worth investigating to find out how many other furniture pieces are deceitfully placed with the wrong prices lists to fool customers who may not realize the switch until they receive the wrong items at delivery.

  

  Business Response

  Date: 01/06/2025

  We regret to hear that your experience did not meet the standard of service we strive to provide for all our customers. Our *********************** has been in contact with you regarding this matter, and as a resolution, we offered a 10% discount on the chairs along with Free Premium Delivery to address the discrepancy. However, we understand that you chose to decline this offer and decided to proceed with canceling the order. The cancellation was processed on 12/11/2024 (Credit #: 094091-3). We appreciate your feedback and will use this as an opportunity to improve.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22748542
  
  I am rejecting this response because as I mentioned in my initial contact with store personnel including the store manager, I firmly believe the right course of action would be to honor the $199 price per chair as clearly indicated on the price list displayed next to the set, rather than charging $299. Offering a 10% discount off the total does little to address the significant price discrepancy and the higher cost I would incur as a result.

  It is both misleading and unacceptable to move items around the showroom and place higher-priced pieces where they don't belong, creating confusion for customers. This practice comes across as a deliberate bait-and-switch tactic, which erodes trust and can severely damage customer loyalty once exposed.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/15/2025

  We regret that the customer did not have the experience we strive to provide for all our customers. In an effort to resolve the issue, we offered the customer a 10% discount on the chairs along with Free Premium Delivery to address the discrepancy. However, the customer declined this offer. To address their concerns, we have refunded the customer the full amount for the chairs. At this time, no further action is required as the matter has been resolved with the full refund. Thank you for bringing this to our attention.

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service 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 December 20, 2024, I purchased a table from City Furniture, which was delivered on December 24, 2024. Shortly after delivery, I noticed the table was defective and contacted City Furniture, who scheduled a ***air appointment for December 27, 2024. I was given a 3.5-hour service window (1:00 - 4:30) for the ***air and ensured my availability during that time (I had to take the day off work). Unfortunately, the ***air technician never showed up. I received no notification or explanation.When I contacted City Furnitures customer service about the issue, I was treated in an unprofessional and disrespectful manner. The ***resentative implied that I was not truthful about the appointment time and claimed the appointment was scheduled for 7:00 pm. When I requested to speak to a manager to escalate my concerns, the customer service *** put me on hold for over 15 minutes and then disconnected the call. I then received a text from **** who claimed ot be a customer service manager. He asked me to call him if I staill needed to speak to a manager and left a phone number which ***** to the main customer service line. I asked to speak to ****, telling the *** who answered the phone I was returning his call. She didn't seem to know who **** was. She put me on hold and then told me he was on the other line and he would call me once he was done with the call he was on. This was at approximatelt 5:00 on Firday, 12/27/24. I have still not received a call back. I am very frustrated and without any resolution.The pictures show that the leafs on the table do not line up on either side, leave a gap when moved into place and are off center. The base looks like is was painted by a child. the paint globs at the top and bottom of the base are unsightly, and there are scratches in the paint and dents in the base. I am requesting a full refund of all funds paid for this defective table. Additionally, I expect City Furniture to pick up the defective table at no cost to me.

  

  Business Response

  Date: 01/06/2025

  We regret to learn the customer experienced issues with their purchase. The table was picked up on 1/3/2025, and a refund has been initiated. For refunds issued as a check for debit or cash payments, the processing time is ***** business days, excluding weekends and holidays. If the refund has not been received within this time frame, the customer is encouraged to reach out for further assistance. We appreciate the customers patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 01/22/2025

   
  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.

  I am still bothere by the fact tha the only reason they agreed to resolve the issue is because I made this complaint. 

  I should not have had to come to this. I wasted hourd trying to resolve this matter throught he normal channels and they left me with no other recourse. 

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

• Initial Complaint

  Date:12/28/2024

  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 furniture from City Furniture and, at the time of purchase, I also acquired the City *************** Plan for peace of mind. After one year, the side arms of both my sofa and loveseat were broken, the springs became loose, and the sofa began to sag.I contacted the protection plan and filed a claim. While they agreed to address the issue with the sofa springs, they later informed me that they would order replacement parts for the side arms. However, after some time, I was told that the vendor had discontinued the product, and therefore, the parts could no longer be ********** an effort to resolve the issue, I visited the City Furniture store and requested assistance from a sales associate. Initially, I was told they would reach out to corporate and asked me to wait ***** hours for a response. After waiting the full 48 hours, I returned to the store. During this visit, one of the store managers was extremely rude and unhelpful. I am seeking a prompt resolution to this matter and would greatly appreciate your immediate attention to this issue.Details of the transaction Invoice: ****** ****************** Fabric Sofa ****************** Fabric Loveseat Amount of Money you paid the business $1779.90 business committed to provide you 1.Peace of Mind ********,Replace,Reselect

  

  Business Response

  Date: 12/30/2024

  Our apologies for the issue the customer has experienced. We have approved a reselection, the customer has been informed they can go into our showroom and use the credit towards a new purchase. 

• Initial Complaint

  Date:12/24/2024

  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.

  We bought a power recliner sofa we asked the sale person twice to make sure that we were paying for the power one she said yes and even sell us an in home service for 3 years in case the motor got damaged. *** we received the sofa it was manual , the delivery employees called costumer service and they said that we did not bout the power one . We send it back now no money and no sofa . They are scammers

  

  Business Response

  Date: 01/01/2025

  We sincerely apologize this was not a smooth transaction. 
  The customer received the Power Recliner they were originally expecting on 12/27/24. 
  There are no funds owed to the customer.

• Initial Complaint

  Date:12/24/2024

  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.

  City Furniture sold me a $285.89 stain removal at home service when I bought a sofa last year.I called the customer service and they sent a technician out to my house. The technician said he could treat only one stain under City Furniture guidelines. So he left without cleaning the sofa.City Furniture mislead **** seek either a credit or they have to send a company to clean properly the sofa.

  

  Business Response

  Date: 01/01/2025

  We sincerely apologize we were unable to resolve the customer's claim. 

  Our Stain removal program is as stated, the claim submitted was for a general cleaning of all sectional pieces and unfortunately general cleaning is not provided under our stain program, 

  We provided the customer the option to obtain a professional cleaning and a discount to replace the sectional, the customer declined both options. 

  We agreed to cancel the *************** and Stain Removal Programs, and provide a refund for the amount paid, with a deduction for the amount of the Certified Repair Professional  visit. 

  The customer will receive a refund of $253.89 within 14 days.

• Initial Complaint

  Date:12/23/2024

  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.

  They sold me on no interest. Then resold me that I could buy more. With a very small amount left to pay they hit me for a full year back dated of interest. I owed almost nothing then sudfdenly I owed a lot because they back dated all teh interest for one full year.

  

  Business Response

  Date: 01/05/2025

  We sincerely apologize for any misunderstanding regarding the financing terms associated with this purchase. At City Furniture, we are proud to offer a variety of financing options tailored to meet our customers' needs. These options include:
  A 60-month special financing plan with fixed monthly payments, no down payment, and no minimum purchase required.
  A promotional plan offering zero interest if paid in full within 6 to 12 months.
  For this particular transaction, the customer elected to use a Synchrony credit card to finance their purchase. We understand that the customer is disputing finance charges related to their Synchrony credit card.
  Please note that City Furniture does not have the authority to modify the terms of payment, interest rates, or finance charges established by financial institutions. We encourage the customer to contact ************** directly to address this dispute. Below is their contact information for your convenience:
  Synchrony Financial
  Phone: **************
  Mailing Address:
  P.O. Box 965030
  *****************-5030
  Thank you for allowing us the opportunity to clarify this matter. 
  
  
  

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22726040

  
  I am rejecting this response because: I spent more with your company during the period which means my new payments were applied in a manor that woul dhave solved the problem. You "finance company" has some very ugly and questionable practices. And your guilt too its not like you told me that your finance company would revert all the finance charges backwards. Its you being a very big part of some very shady practices. Your salesman surely **** be out there tellingb a few basic truths that I'm sure you and them are well aware of. You made plenty off of me and also sold me some subpar furninure which I'd tried to rectify but your company gave me the runanoud. ****** learned but I'll be the first ****** to sign up for a class action suite gladly.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 01/06/2025

  We apologize for any confusion regarding the Synchrony Financing Terms. The customer was enrolled in a ******** interest-free financing plan, where no interest would be charged as long as the balance was paid in full within the 12-month period. Unfortunately, in this case, the balance was not paid off by the end of the promotional period. As a result, interest was applied to the entire purchase amount, as outlined in the agreement, rather than just the remaining balance.
  

• Initial Complaint

  Date:12/20/2024

  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 5 NEW lounge chairs from CityFurniture. All 5 chairs were delivered DAMAGED. I submitted the CLAIM the SAME DAY per the CityFurniture policy and requested either NEW chairs be delivered or RETURN the full order. The only option CityFurniture provided was to REFURBISH the chairs. I however did NOT BUY refurbished chairs and simply wanted NEW chairs, which is what I purchased. I've been going through a dispute via **************** where CityFurniture is claiming that providing NEW chairs is not within their policy. It's beyond frustrating that providing REFURBISHED is an acceptable policy. That's BAIT and SWITCH... why would they provide NEW products when their policy clearly states that they don't need to. It's UNETHICAL and should be ILLEGAL.

  

  Business Response

  Date: 12/21/2024

  We do apologize for the inconvenience the customer has experienced. 

  We can offer the customer either an exchange like for like for the damaged product or a reselection.
  For the reselection, 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, if greater the customer will pay the difference. There is no restocking fee or 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: 12/23/2024

   
  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.. CityFurniture has ageed to FINALLY deliver what I purchased, 5 NEW lounge chairs. In addition, they will provide Premium Delivery so that I can inspect the product that is being delivered to ensure that they are not damaged (as the previous delivery). In addition, they will remove the damaged chairs and the delivery materials. I wish for this Delivery to be scheduled on Monday, January 6th.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/20/2024

  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.

  After placing order #******, I received the ******* **** ************* Reclining Sofa. Upon delivery, I noticed one side was extremely wrinkled, and the arm on the other side was heavily wrinkled. After two weeks, the wrinkles did not disappear, and one of the power recliners stopped working. Frustrated by the poor quality, I was informed I was eligible for a reselection. I was assured the delivery team would pick up the defective sofa and deliver the new one the same day. I visited the store and reselected the ******* **** Leather Couch. Since this couch was less expensive, I also chose a few additional items, including the ****** Multicolored Framed Wall Art. When the new delivery arrived, the sectional couch appeared mismatchedone side smooth, the other heavily wrinkled. The couch also did not include the power recliner I had requested. To complicate matters, the delivery team didnt know they were supposed to take back the old couch. After contacting customer service, I was told they couldnt pick it up until December 20. Eventually, the drivers made space on their truck for the old couch, but by this point, I had already informed customer service I no longer wanted the new couch due to its poor quality. During the same delivery, the drivers unpacked the ****** Multicolored Framed Wall Art, only to reveal the glass was broken. They attempted to place the shattered pieces back into the frame, but I refused to accept the damaged item. After they left, I contacted customer service again and was told my sales associate would get in touch. I also sent photos of the damaged couch to customer service, who agreed it looked like ************** Despite this, I never received a response from either sales associate I contacted. No customer should have to endure such frustration when purchasing a leather couch. I do not want a third couch. I want a full refund so I can take my business to a reputable dealer and purchase a quality leather couch.

  

  Business Response

  Date: 12/23/2024

  We regret that this customer did not have the experience we aim to provide. Earlier today, we reached out and agreed to pick up the sectional for a full refund. As part of our commitment to continuous improvement, this incident has been shared with our leadership team to help prevent similar situations in the future.
  The pickup is scheduled for January 4, 2024. Once the items are retrieved, the customers invoice will be sent to our accounting team for processing. Refunds issued via check for debit or cash payments typically take ***** business days, excluding weekends and holidays, to complete.
  We appreciate the opportunity to address the issue and remain dedicated to improving our service.

   

   

   

  Customer Answer

  Date: 01/04/2025

   
  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. The couch was picked up today and I am waiting on the refund.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/20/2024

  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 filed a warranty claim 3 months ago in which the process has been difficult from the start. I was scheduled 3 times till I finally saw a tech from the 50$ service I paid for. *************** tech came and within ************************************************************************************************ to report as he stated he couldn't repair. Tech never made repairs and left quick. 3 days later City furniture attempts to close my warranty claim "claiming repairs were done and the tech confirmed the repairs". I knew that wasn't correct and called *************** myself. After an hour and multiple phone calls it was determined that their tech submitted a fraudulent report to city claiming he was at my home for over an hour and used scissors to cut and make repairs. All in which never happened and updated photos of non repairs were sent to both *************** and City Furniture. I am being shut down by both companies and no one is willing to assist in repair/replace the peels/rips I've been reporting for 3 months on a brand new set of couches I paid $1,800 for. I have asked for both reports (the original and the revised as *************** emailed me confirming that the report would be revised to City after they reviewed the updated photos of non repairs). I was denied the report by *************** and City Furniture will not respond. I have requested numerous of times to speak with management at City and even held on the phone for over an hour, yet they fail to assist in escalating. I have also asked for their corporate information twice and was denied. As a consumer, this looks terrible and feels like I am being scammed from warranty kick backs at this point in time. All photos attached for proof of non repairs after the tech visit from city warranty claim alongside email proof from *************** confirming changing the warranty report. City furniture received a photo of a "repair" that was never done by the tech from ***************. This is bad...

  

  Business Response

  Date: 12/21/2024

  We sincerely apologize for the frustration the customer has experienced. Unfortunately, the guest was informed that we would only be able to address the reported issue of stitching coming apart.
  Regarding the damages reported:
  The armless chair was ripped, but the technician successfully repaired it.
  The peeling of the microfabric is not covered under the manufacturers warranty.
  For your reference, I have attached a copy of the manufacturers warranty.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22713813
  
  I am rejecting this response because:
  Again as stated - the Tech NEVER made repairs. I would like proof of repairs made by the tech sent to my email please..I would also like copies of both the original warranty report and the revised one submitted by saw enterprises. I spoke with the 3rd party company and attached proof of the email from *************** admitting to changing the warranty report because tech falsified information submitted to city furniture. Also, I have been reporting the same damage issue for 3 months. Nothing has changed and it still remains the same issue with the rips/peel from the seams. City furniture needs to assume responsibility for closing a warranty claim that was falsified by their 3rd party company, ***************. Reattaching email from saw enterprises stating they were going to change warranty claim report due to non repairs by tech. 
  Will I need to bring an attorney to assist in proving that my repairs were never made and *************** submitted a fraudulent warranty report which in turn city furniture has accepted to close my claim? Proof of photos before and after of the same non repairs were submitted. What else is needed at this point to continue proving a fraudulent report was submitted and repairs were never made? 

  Sincerely,
  
  Zashira *********

  

  Business Response

  Date: 01/07/2025

  We apologize for the inconvenience the customer has experienced. We have reached out to the customer earlier today to go over alternate options . Unfortunately we were not able to get in touch with the customer The customer can call us directly at ************ or email us directly at ***************************************** and a team member will reach out to discuss this matter.  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22713813
  
  I am rejecting this response because:

  I was never sent email proof of both the original warranty report and the revised warranty report by ***************. This was also requested from City Furniture on my last message through BBB. *************** (City Furniture 3rd party subcontractor) no longer responds to my emails. City Furniture also did not send me proof of the repairs the so called tech made during my warranty visit. I just responded through email to City Furniture's inquiry as I am keeping all paper trail at this time. I will need a full disclosure of both warranty reports and the "warranty repair" proof that City is claiming to have fixed on my still ripped couches. 

  
  Sincerely,
  
  Zashira *********

  Customer Answer

  Date: 01/15/2025

  Hello. I have been requesting for proof of the warranty fix on my couches alongside with proof of both warranty reports (original and revised) and City Furniture has now failed twice to provide. 

  How do we move forward when I am showing proof of my couches never being fixed as they claimed to be? (pictures submitted previously)

  I am also showing proof (email attachment previously submitted) of *************** confirming revising the warranty report due to inaccurate information submitted to City on the original warranty report? 

  Thanks, 

  

  Business Response

  Date: 01/22/2025

  We regret that the customer did not have the experience we strive to provide for all our customers. We reached out to ************** regarding the technicians report given for the customers sectional . We also spoke to the customer and offered a reselection for the **** sectional. The customer can visit the showroom and a sales agent will be able to pull up the customers invoice number and 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 or greater in value than the original purchase. There is no restocking fee or 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. If the customer should have any further questions they can call us directly by dialing ************ or email us at **************************************** so that we can further assist. Thank you.

   

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22713813
  
  I am rejecting this response because: I was told I would be called back by Monday 1/27/2025 and it is now 1/30/2025 and have not heard from City Furniture. 

  We had the opportunity to go over the weekend on 1/25/2025 to both City Furniture and Ashley Furniture to shop for a new set as we have been advised that City Furniture discontinued our original set, thus not allowing us to replace our sofas/pieces for the same set. After spending a few hours at both stores and being assisted by Manager, ***** ******, it was advised that they had nothing in our $1,872.24 budget, even after spending some time searching the internet. All options resulted in me, the consumer, having to come out of pocket additional monies to replace the set I have at home - and again the poor quality issues is not my fault and I shouldn't have to come out of pocket additional monies to get good quality from City Furniture. I am requesting to hear back from City Furniture as they have failed to contact me per our last conversation. Attached is the call log from city furniture that shows calls going back to November - also shows they never reached out Monday 1/27/25. Attached is also business card from Manager at City we spoke with on 1/25/2025.
  
  Sincerely,
  
  Zashira *********

  Customer Answer

  Date: 02/05/2025

  Hi - its not 2/5/2025 and I have yet to hear from City Furniture. Please advise? 

  Customer Answer

  Date: 02/05/2025

  Hi - its now 2/5/2025 and I have yet to hear from City Furniture. Please advise? 

  

  Business Response

  Date: 02/05/2025

  We appreciate the opportunity to respond to the customer's concerns. We believe we have been more than fair in offering a reasonable resolution and have communicated the details of our offer thoroughly.
  We spoke with the customer at length regarding their claim and extended a resolution that included the option to reselect a complete sectional, which we believe was more than reasonable. On January 21st *****, we advised the customer to visit a ********************** showroom to make their reselection and provided a deadline of January 27, 2025, to complete this process. Additionally, we offered complimentary Premium Delivery as part of the resolution.
  As explained to the customer, the reselection must be for items of equal or greater value. If the selected items exceed the original purchase price, the customer would be responsible for the price difference. We do not provide compensation for global inflation, as pricing is subject to market conditions beyond our control. Please see the attachment of the email sent to the customer on On January 21st ,************** the resolution. We believe our offer was more than fair in striving for an amicable resolution. As previously stated, this is our final offer.  
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22713813
  
  I am rejecting this response because: Again - City Furniture has NOT returned my call since 1/22/2025 and visiting both showrooms - as they promised they would since the deadline was 1/27/2025. I'd like to return to the first offer they mentioned, but no one has called me back so we can move forward with a resolution. Can I have someone please call me? 
  
  Sincerely,
  
  Zashira *********

  Customer Answer

  Date: 02/07/2025

  Hi ****, I am a bit confused as to why city furniture never returned my call after I visited both of their stores. I understand I was given 3 options and made it very clear that if I couldnt find anything I was willing to continue exploring options so I can close this and move on. 

  *Store credit. *cut a check and be mailed on a number city furniture decided *or try and look for another set at both stores were the 3 options I was given. After visiting both of their stores and not being able to find anything because they discontinued my set, I requested city furniture to call me back so I can move forward with getting a check mailed so I can contact a 3rd party to repair the sofa set. City furniture never returned my call. I just emailed them separately again as to why I cant move forward with another option? 

  Customer Answer

  Date: 02/07/2025

  ****, 

   No worries. I have reached out to City Furniture myself to close out the case.

  Best, 

• Initial Complaint

  Date:12/16/2024

  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.

  On November 30, 2024, I purchased the ***** sectional from City Furniture in ************** from ****. To begin, the shopping experience was horrible but I needed to have a new couch prior to Christmas. When I went to purchase the *****, **** advised that by purchasing the right bumper I would receive it by December 16, 2024 as the left bumper in Grey was further delayed and did not meet my timeframe while the beige color was delayed until January 2025. Upon purchasing, **** advised that I would not be able to schedule my shipment until two weeks prior to the 16th and that City Furniture would email me and he would call. Understandably, I waited well within the 14 day timeframe until December ******* where I checked and the scheduled delivery date was December *******. I proceeded to call the store where **** was not available and I was transferred to ************** At that time, the representative scheduled my delivery for December 17, 2024. Of course today, December *******, when I check to see why I had not received confirmation of my delivery, the website reflects that the sectional would not be delivered until December 29, 2024 which is outside of the timeframe in which I need the couch. After reaching out to the store, I spoke to **** from ************* who advised that the product is back ordered and there was no reservation for my couch and they dont know when the couch would be available. The automatic system nor anyone contacted me or have contacted me to meet my needs. Unfortunately, Ive been provided no remedy or alternatives.

  

  Business Response

  Date: 12/23/2024

  We regret that the customer did not receive the experience we strive to provide. After speaking with the customer, we informed them that, unfortunately, the sectional is currently on backorder. We have escalated their concerns about the scheduling process to our leadership team for further review.
  
  The customer is currently scheduled for delivery of the ** ***** ** **** MICRO LEFT **** (SKU: *******) on 12/31/2024. The ** ***** ** **** MICRO RIGHT BUMPER (SKU: *******) has an estimated arrival date of Friday, 01/03/2025. If the customer prefers, we can combine both deliveries on or after 01/03/2025 to have the sectional delivered together.
  
  As a gesture of goodwill, we offered the customer a credit for half of their delivery fee if they were willing to wait. This credit will be applied once all pieces are delivered.
  
  We sincerely thank the customer for their understanding and patience throughout this process.

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22695379
  
  I am rejecting this response as the information is inaccurate. Following my initial complaint, ******* or ****** reached out to me where we discussed the entire issue and she confirmed my timeline was accurate and she needed to investigate further. That same evening, she called me back advising that she was pending a response from the ************************* as I told her I wished to either have the floor model to ensure that City Furniture could rectify what their Sales Associate, **** promised and fixed the issue of ****** unjust cancellation of my initial delivery for December 17, 2024. ******* or ****** stated she would call me back the day, Wednesday, December 18, 2024, to provide an update. She never called back, never followed up again, and I am still at a disadvantage as prior to City Furniture's response to this message, ALL EMPLOYEES AND CUSTOMER CARE HAVE FAILED TO COMMUNICATE OR RECTIFY THE ISSUE.

  Furthermore, the response is inaccurate as when I track my Order, all pieces reflect that they are to be delivered on December 31, 2024, with no mention of January 3, 2025 anywhere on the site. 

   

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

  

  Business Response

  Date: 12/27/2024

  We sincerely apologize for the confusion regarding the customers order. As previously stated, we can offer to refund half of the delivery fee if the customer is willing to wait for the back-ordered item. Please note that the dates are subject to change.
  Currently,the ** ***** ** **** MICRO RIGHT BUMPER (SKU: *******) is back-ordered until 1/161/26. Unfortunately, we cannot provide a floor model.However, the customer has the option to either:
  Reselect an alternative item, or
  Receive a full refund.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22695379
  
  I am rejecting this response as the only communications on this matter being sent are through this site. No one has called me nor emailed me pertaining to this matter.

  As such, how is City Furniture rectifying the issue as your Sales Associate lied despite knowing the date I needed the couch by and proceeded to cancel/unreserve my December 17 delivery date without communicating with me nor ever explaining why he would do such a thing. Furthermore, City Furniture has yet to communicate with me properly on this matter but has found time to respond here.

  If I select an alternative, will I be expected to pay any price difference?

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