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

  643 E Crown Point Road Ocoee, FL 34761

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
• 

  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  

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:12/16/2024

  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.

  On November 29th I bought a tv stand at City furniture in the amount of $1,529.96 . We also purchase other furniture totaling almoust $20,000.00 for a new home. We received the furniture on December 4th, and on Dec 7th the TV was installed. the tv stand ended up being too small for the 85" tv. I reached out to the sales person ******** to see the options. She told me only customer service is able to help me. I called customer service several times and after the 4th phone call I was able to talk to someone who told I am not able to get refund or exchange the piece. I was never told that I could not exchange, this was not a sale item we paid full price. I only want to be able to exchange the piece, not looking for a refund.

  

  Business Response

  Date: 12/16/2024

  We are sorry to hear that the customer is not satisfied with their recent TV stand purchase. After speaking with the customer earlier today, we have offered a one-time reselection opportunity under the following terms:
  The reselection will include a 15% restocking fee.
  Items selected must be equal to or greater in value than the original purchase.
  The customer has until January 6, 2024 to take advantage of this offer.
  The customer can visit our showroom, where a sales associate will retrieve the original invoice number and assist with the reselection process. Funds from the original invoice will be applied toward the new purchase. The technicians will remove the original TV stand during the delivery of the new furniture.
  The *************** Program does not transfer to the new purchase. If the customer wishes to include ***************, they will need to purchase this option for the new invoice.
  If the customer has further questions, they may contact us directly at ************ or via email at ****************************************************************.

   

   

  
  

  Customer Answer

  Date: 12/31/2024

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/14/2024

  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.

  Hello,We had a delivery around Oct 11..We paid about $900 for a couch from City/Ashley Furniture. The delivery drivers while delivering the couch broke a piece of our floor off causing damage..The drivers then denied the allegations which. We called to file a claim. They kept putting us on hold or would hang up in is multiple times. We then got a hold of them and they said they would send us $100 check for the damage. It is now December 14 and we still have not received a check. I called and they said they never processes it. Then they put me on hold and never came back. The lack of care and accountability in this matter is unacceptable. My wife and I tired and got no where with Ashley Furniture/City Furniture.

  

  Business Response

  Date: 12/16/2024

  We apologize for the inconvenience this situation has caused. We reached out to the customer today and contacted the In-Home Damage Claim Manager, who has submitted the request to accounting to issue a $100 check to the customer. Please note that refunds issued via check typically take 1014 business days to process, excluding weekends and holidays.
  We appreciate the customers patience and understanding as we resolve this matter.

• Initial Complaint

  Date:12/13/2024

  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.

  On 11/25/22, my husband and I visited City Furniture to furnish our new home as we had previously had a very good experience with them in the past. We wanted to purchase a Purple mattress and adjustable base, a sectional and 2 sofas. After choosing our sofas, the salesman talks us into purchasing a bed and adjustable from the clearance center, saying they are just open box and it would be a good deal and basically the same as purchasing new. We had never purchased anything from the clearance center before, so we took his word for it. The delivery of our furniture was a disaster. The delivery guys were rude and seemed very irritated. They drug our mattress that was not properly covered through dirt and mud and then told us to just call and let them CS know and they would fix the issue. They also didn't put our adjustable base together properly. We contacted our salesman and CS. Only then did our salesman admit that other people had complained about clearance mattresses not being properly protected and delivered to their homes dirty. ** still refused to replace and told us that we should've refused delivery, which we didn't realize was even possible.After weeks of complaining, CS finally offered to come to clean the mattress. I agreed to it and didn't file a complaint or negative ********** we are having issues with our sofas and they are refusing to fix with the extended warranties that we spent over $700 for. Each time we call to use the warranty they claim it's not covered. On 12/13/24, I requested a refund of the warranty for ** to offer to refund me $100, which was only told to me after I asked how much would the refund be. ** just tried to give me anything again with no real ********** total between the mattress and our sofas, we spent over $8,000 for **** poor customer service. I am not letting this warranty issue go, City Furniture is scamming their customers. We purchased an extended warranty for them to refuse to cover anything, which is unethical.

  

  Business Response

  Date: 12/16/2024

  We regret that the customers experience did not meet the high standards we strive to provide for all our customers. The customers mattress and adjustable base were delivered on December 7, 2022. At City Furniture, we aim to be transparent about our policies. At the time of purchase, customers receive the terms and conditions, including pick-up guidelines and documentation clearly stating that clearance items are sold in AS-IS condition due to potential discontinuation, returns, or imperfections. As such, all clearance merchandise is considered a FINAL SALE. This policy is also outlined on our website: **********************************************************. While we understand the disappointment this may cause, this policy is firm and cannot be altered.
  Regarding the customers recent claim for their sectional, submitted on November 11, 2024, the customer reported that the fabric appeared fuzzy and stained, and that there was structural damage to the sofa. Additionally, the customer noted a stain caused by either urine or a beverage that occurred over a week prior to reporting. As outlined in our Stain Protection Plan, stains must be reported within 5 days of the incident. This plan covers stain removal for single occurrences only and does not include general soiling, which refers to the gradual accumulation of dirt, dust, body oils, and perspiration. Since the stain was reported outside the covered time frame, the claim was denied.
  In regard to the reported pilling of the sofa, we regret to inform the customer that pilling is not covered under our *************** Plan. Pilling refers to the formation of small, fuzzy ***** on fabric surfaces caused by friction and wear. Since this is not a manufacturing defect, it is not covered under the service plan. To minimize pilling, we recommend the following:
  Rotate and flip cushions regularly to distribute daily wear evenly.
  Avoid using abrasive or harsh cleaners, as they can weaken fibers and contribute to pilling.
  Consider using a fabric ****** or pill remover to safely remove pilling without damaging the fabric.
  The customer has been in contact with our ************ Team and was offered a discount on their next purchase, along with free premium delivery. However, the customer declined this offer, as the claims for the sectional are not covered under the terms of the plan.
  
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22685941
  
  I am rejecting this response because:

  All my concerns have not been acknowledged and again they do not want to cover anything but still want to keep all of the money I paid for my extended warranty that I have not been able to use.

  Our other two sofas were also examined and the technician stated that the cushions are filled with feathers that are spilling feathers at a rapid rate that shouldnt be. And that is not from wear and tear as we rarely use those sofas. The tech sat on the sofa and immediately saw that the feathers were coming out of the cushions. He put in an order to get the cushions replaced and City Furniture called us immediately to say that also is not covered under the extended warranty. 
  

  So we know what is not covered, but what is covered seeing as though they have not helped us with anything. But gladly took our money. 

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

• Initial Complaint

  Date:12/10/2024

  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 bought the **************************** Reclining Sofa and love seat. $4,000 for the pair and within two years the leather separated and was told its not covered by the 3 year in home warranty because its normal wear and tear. Bogus, I got the warranty to fix the couch if there was damage. When asked about a manufacturer warranty I was not even given the manufacturer name. Unacceptable a $2000 couch should not fall apart in less than two years.

  

  Business Response

  Date: 12/11/2024

  We are sorry to hear about the issues youve experienced with your furniture. We truly value your satisfaction and want to address your concerns with clarity.
  The furniture in question was originally delivered on December 15, 2022. A warranty claim was filed on November 26, 2024, and we promptly sent out a certified repair specialist to assess the condition of the furniture. According to the technicians report dated December 9, 2024, the furniture showed scratches and small holes that were determined to be the result of normal wear and tear rather than a manufacturer defect. Unfortunately, these issues are not repairable under the terms of our in-home service program, which covers only manufacturer defects in workmanship and materials. Weve attached the documents outlining the terms and conditions of the warranty for your review.
  As the claim falls outside the warranty coverage, we would like to offer a gesture of goodwill. Were extending a 30% discount on the original purchase price of the affected items, which can be applied toward replacement pieces. This offer cannot be combined with other promotions or discounts. The customer can visit any ********************** or ******************** Home Store location south of **********, **, where a sales associate will gladly assist.
  
  

• Initial Complaint

  Date:12/10/2024

  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.

  Issues with the unit:Unit head rest is mis aligned When sitting down the unit caves in and is very uncomfortable on the back Unit has a stain and already a service person came to attempt to remove stain Unit makes a cracking sound when you sit on it imagine if this is only a week after purchase , you can imagine what condition it will be after a month. This is unacceptable. We were promised if any issues that it will be resolved . We are loyal City Furniture customers and almost the entire house is furnished with City Furniture and customer satisfaction should be number one priority.

  

  Business Response

  Date: 12/11/2024

  We are sorry to hear that the customer is not satisfied with their sectional. A technician was dispatched to the customer's home to assess the ********************. According to the technician's report, the loveseat meets the manufacturers standards. During the visit, the technician cleaned a stain on the chaise seat and noted that the headrest is slightly misaligned.
  To address this issue, a follow-up service appointment has been scheduled for 12/12/2024. We will ensure to follow up with the customer after the appointment to confirm their satisfaction. We appreciate the customers patience as we work to resolve this matter.

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought their Raven Upholstered Platform bed frame and it was warped.City Furniture sent a repair person who determined it couldn't be fixed and City Furniture's own notes say it is warped and cannot be repaired.I was offered a $70.00 refund or a $140.00 gift certificate. The gift certificate never came.I went to the store twice to redeem and no one knew anything about it. I called and emailed and got nowhere. No one would give me a copy or any proof that this was our agreement.

  

  Business Response

  Date: 12/11/2024

  We apologize for any misunderstanding regarding the customer's gift certificates. The customer previously reported an issue with their bed, and we arranged for a certified repair specialist to assess the issue. According to the technician's report, the front panel of the customer's bed was warped and deemed non-repairable.
  To address the situation, we contacted the customer to review available options. The customer was offered a $70 discount to keep the bed as-is or a $140 gift certificate to be used in-store. The customer chose the $140 gift certificate and agreed to keep the bed as-is. At that time, we informed the customer that the gift certificate would expire 45 days after being issued. Unfortunately, the gift certificate expired on 10/18/2021, and per policy, expired certificates cannot be reissued.
  While we cannot reissue the expired gift certificate, it is at the discretion of the showroom manager to honor the amount toward a new purchase. We appreciate the customers understanding in this matter and apologize for any inconvenience this may have caused.
  
  

   

  
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22668654
  
  I am rejecting this response because:
  I did go to the store twice within the 45 days. I would like my $70.00 refund. If City Furniture wants to make this right thru need to give me my refund or mail me a gift certificate. My bed frame is  defective. City Furniture had an obligation to issue a formal gift certificate from the start. I plan to post the photos to Yelp and pursue *** to warn others. This company disappears post-sale. My later emails were ignored. 
  

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

  Customer Answer

  Date: 12/14/2024

  This shows how it was warped. They couldnt fix it so still owe some kind of compensation.

  A gift card or gift certificate was never issued. It should not expire in 45 days either.

  They had no notes in my file that the store could see nor did they give anything in writing.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for any inconvenience the customer has experienced. However, once gift certificates have expired, they cannot be reissued. As the certificate is no longer valid, any exception would be at the discretion of our **************** team. Thank you for your understanding.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22668654
  
  I am rejecting this response because:

  I never received the gift certificate.  I will pursue SCC for the whole price of the frame.

  It will cost $175 to file. Its inexcusable to see a defective frame.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/23/2024

  We regret to hear about the customer's issues with their bed frame. Unfortunately, as the gift certificate has expired, it cannot be reissued. However, as a gesture of goodwill, we would like to offer the customer a 30% credit off the original purchase price of the damaged SKU (AT ***** **** UPH STRG FB & SLATS, SKU: *******). The original price of the  SKU item was $273.80, and 30% off amounts to $82.17, which can be applied toward a replacement. Please note that this offer cannot be combined with any other promotional offers and cannot exceed 30% of the new invoice total.
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22668654
  
  I am rejecting this response because: it is unbelievable that this company cant show proof that they issued a gift certificate yet they claim it expired in 45 days. Where is the proof? What day did they issue it? Where did they sent it? Why did the store tell me twice they saw nothing in the notes. Why didnt a manager look into this?
  

  I had the option of returning the bed that cost over $820 not just the drawer. The offer City Furniture is making now wont solve the problem since its not the drawer that is the problem. They know that because their notes say so after sending someone with a drawer to attempt to fix it. My photo attached previously shows its the frame.
  Model: 9710967 ****************************************************************************************

  It is abundantly clear that City Furniture never issued a gift certificate. They didnt want it returned so they promised something they never delivered. 

   

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

• Initial Complaint

  Date:12/09/2024

  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.

  On November 30, 2024, I placed an order for two dining chairs over the phone with City Furniture, Order No. ******, totaling $239.56. Before completing the order with the representative, **** *** ******, I asked / confirmed that the dining chairs would arrive built, and she confirmed that they would. On December 6, 2024, the chairs arrived in pieces in a box. I immediately called City Furniture to initiate a return and spoke with representative ****** ***** who confirmed that the information I was provided regarding the assembly of the chairs was misleading, both on the websites end and on the sales representatives end. She requested photos of the unassembled chairs, which I immediately sent. After a long hold, I was advised that the refund was approved, that I would get a refund of $232 and some change, that the restocking fee would be waived and that my sales representative would contact me to coordinate the return which would not take one whole week. I received an email regarding the refund. The representative tried to convince me to select alternate chairs, which I turned down. Since no one contacted me as stated, I called City Furniture today and was shocked to be told that no refund / pickup was in process, that the restocking fee of $99 (50% of the purchase price) would not be waived, and the representative, to add insult to injury, hung up on me. I sent a number of follow-up emails to the original sales representative and ****** *****. The original sales representative contracted me via text to apologize and state that City Furniture would not honor the promised refund / pickup. I am shocked and infuriated that I was lied to about the product I purchased and that even after acknowledging its mistake, City Furniture is penalizing me for taking back the items which I would not have purchased had I not been misled. I want a full refund for this misleading purchase. If the chairs cannot be picked up, I am willing to drive them back to City Furniture.

  

  Business Response

  Date: 12/11/2024

  We sincerely regret that the customer did not have the experience we aim to provide for all our customers. It is never our intention to mislead or cause frustration in any way. The reported incident involving an agent hanging up on the customer has been escalated to management for review, as this behavior is unacceptable and not aligned with our standards of service.
  Regarding the chairs, a pick-up has been scheduled for 12/18/2024 from the customers home. Once the chairs have been retrieved, the customer will receive a refund, minus the $99.99 restocking fee in accordance with our policy. For further details please visit our  website:  **************************************************************. Thank you for your understanding .

  
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22664076
  
  I am rejecting this response because:

  I received a message from the original sales representative yesterday at 5:08 PM (attached) confirming that City Furniture would be refunding the full amount paid for the chairs and not charging a restocking fee.  

  For background, this dispute began because City Furniture refused to refund the full amount paid for the chairs despite the sales agent lying to me about the condition of the chairs I was purchasing (stating that the chairs would arrive fully assembled).  I received unassembled chairs which I am unable to assemble or pay someone else to assemble.  Had the sales representative advised that the chairs would be delivered unassembled when I inquired at the time of purchase, I would not have gone forward with the purchase.  I will not be penalized for receiving products I would not have purchased if the condition of the products was not misrepresented to me.  It is hard to believe that City Furniture is intent on profiting off of its lie when its agents have already confirmed that I was misled on recorded lines.  

  Thank you.

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

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the inconvenience the customer has experienced. We have confirmed with our Online Sales team that once the chairs are picked up on December 18, 2024, the customer will receive a full refund of $239.56, which is the total amount paid for the chairs.
  Refunds issued via check for debit or cash payments typically take 1014 business days to process, excluding weekends and holidays.
  We appreciate the customers patience and understanding throughout this process.

  Customer Answer

  Date: 12/16/2024

   
  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.

  I thank everyone involved for their efforts to get this resolved.  The chairs are ready for pick-up on December 18, 2024.  I will await the full refund after the pickup.

  Happy Holidays.

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

• Initial Complaint

  Date:12/07/2024

  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 was not informed by the sales representative that I would be opening another line of credit as in a credit card. I was told this was just a financing plan offered by city furniture. Then they had one delivery man deliver the almost 5000 dollars worth of furniture when the instructions on the box say to handle with care and have a requirement that multiple people are needed to move the furniture. The delivery man flipped the furniture through the driveway obviously resulting in broken furniture. City furniture has no care for the safety of their own employees, (not sure why they are allowing one person to carry a king bedframe and mattress on their back) their products or their customers. I tried calling the showroom multiple times and was not able to reach anyone and when I finally did, the salesman was rude when I was calling about a problem with the order and said to just call back tomorrow and had to remind him of his own rules. I would simply like to be refunded the money and city furniture can have somebody pick up their broken furniture, the mattress has not even been opened. The salesperson I have worked with still has not contacted me throughout this process. **************** is terrible. Also they tried to sell me a mattress protector and said it needed to be bought from them and used on the bed for any possible consideration of a bed exchange within 21 days as their could be no stains etc. I am now being informed that this mattress protector is on back order and I will not be receiving the product for another month, which is of course after the 21 day window provided, which negates the whole concept. The team has been unhelpful when trying to reach a conclusion. This company needs to be investigated especially in their ethics department and false advertising. I asked the manager to pull the recorded line from the phone which she did not do.

  

  Business Response

  Date: 12/10/2024

  We are sorry to learn that the customers experience fell short of our standards. The customer has been in contact with our ************ Team, and we have been working to address their concerns.
  We apologize for any misunderstanding regarding the financing terms associated with their purchase. To accommodate various needs, we offer multiple financing options. In this case, the customer was approved for financing through **************. If the customer has questions or discrepancies related to finance charges, we encourage them to reach out to ************** directly. Below is their contact information:
  Synchrony Financial
  Phone: **************
  Address: P.O. *****************************-5030
  To address the customers concerns about their bed, we have scheduled an exchange for 12/12/2024. To ensure their satisfaction, the delivery has been upgraded to Premium Delivery, allowing for thorough inspection and proper setup in their home. We will follow up with the customer after delivery to confirm everything meets their expectations.

• Initial Complaint

  Date:12/06/2024

  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 11/29/2024 I visited the ******, ** store and saw an end table on display, we ask for the price and a sale person told us the price was in the back of the price card and told us it was $399.95. After we decided to buy the end table, another sales person told us the price of the item was wrong. This sales person offer to talk with her supervisor and give us the lower price. She did it but the only send me the top of the end table, not base. I called City Furniture in ****** and another sales person told me that it was a mistake and they only put in the system the top of the end table and not the base and if I want the based I have to pay another $200. I explained that nobody told us that was two separate pieces and who is going to buy a table without a base? I asked for the store manager and the store manager never came to the phone a told the sales person that my options is just to pay for the base or return the item. I explained that wasn't my fault that the original sales person placed the order wrong. I don't handle their system. I bought this table there because it was a $200 gift card credit that city furniture gave me to me from a previous purchase because the item was delivered damaged and they can't replace it until May 2025. This situation is very annoying and the store manager was so rude not even to try to listen to their customers. I purchased a lot stuff from ********************** before and always is an issue with them. This is why enough is enough. They don't care about their customers and if is not for the $200 credit that I have with them I never tried again to buy from this store. I am sure is more than one customer with similar situation as me. ******** customer service they care less about it anything. Now I have a top end table in a box sitting in my living room without a base. I am wondering how many furniture stores sell tables without base?

  

  Business Response

  Date: 12/09/2024

  We apologize for any misunderstanding regarding the pricing of the ****** end table and the experience the customer had in our showroom. We truly value feedback, as it helps us address areas for improvement and provide additional guidance to our associates to enhance our customers' overall experience. We will ensure this matter is brought to the attention of our Leadership Team to make the necessary improvements.
  To clarify, the ****** end table is sold as a two-piece set, with the total cost for both pieces being $599.95. Due to the price tag error, the customer was provided with an additional $100 discount off the purchase of the ****** end table top. If the customer would like to purchase the base separately, they are welcome to do so in-store; however, we cannot offer any further discounts on this piece.
  Attached are the receipt for the end table top and the online listing for reference. We appreciate your understanding and thank you for allowing us to address this matter.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22651094
  
  I am rejecting this response because: The original problem was the sell person never told me that it was two pieces for a total of almost $600. If I knew this since the beginning I will never placed the order. Who in the world sell only the top of the table without asking to the customer if this is what is really need it. This shows a poor customer service from **********************.

  I would like to return this top table get my money back. It was also a $200 gift card use on this purchase. I would like to this $200 be applied to as a credit on my City Furniture credit card. I don't want to buy anything else from this company.

  Clearly they don't care about their customers. I really appreciate your attention to this situation.

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

  

  Business Response

  Date: 12/16/2024

  We apologize for any misunderstanding regarding the table top. A credit memo has been issued to arrange for the table top to be picked up from the customer's home on Tuesday, December 17, 2024 (Credit Memo: ****** - 19). Once the table top has been retrieved, the customer will receive a credit of $117.95, which reflects the amount paid for the table top.
  Regarding the $200 gift certificate, we regret to inform the customer that this cannot be refunded as cash. The gift certificate must be used in-store. Thank you for your understanding.

   

• Initial Complaint

  Date:12/03/2024

  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.

  I had purchased a chandelier on Nov 24, 2024. The pickup date was set on Nov 29 , as the store needed time to detach the chandelier from the store ceiling , where it was a store display model. We promptly visited the store on Nov 29th for pickup. However, I was told that the chandelier is not available for pickup and we have to come back next week. The reason being, that the chandelier was not taken down by the store, (even though it was labeled as sold and was marked for pickup on Nov 29). There seemed to be no remorse and seemed like they had taken us for granted, and they did not care. After we talked to the sales representative , we asked to talk to the store manager, but we got the same cold response that they cant do anything and we have to come and pickup next week. A company that cares about customers and doing business in good faith must have honored the sale, by offering free delivery to us or compensate for the extra trip. We walked out of the store, letting them know that we intend to complain. On our way back home, we saw that they had cancelled the order. We tried reaching their customer support via their chat service, however have not heard back from the store

  

  Business Response

  Date: 12/03/2024

  We apologize for the inconvenience the customer experienced with their purchase. This incident has been forwarded to our Leadership Team to identify opportunities for improvement. The customer has been fully refunded $85.55 for the chandelier, and this amount was credited back to their **** card ending in #****. As an additional gesture, we would like to offer the customer a $25 gift certificate to use toward their next purchase.
  To redeem the gift certificate, the customer can contact our **************** team within 120 days to process it and avoid expiration. Once issued, the gift certificate will be valid for 45 days and can be used in-store.
  If the customer has any further questions or needs assistance, they can reach us at ************ or via email at ****************************************************************.
  Thank you for the opportunity to address this matter.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22633841
  
  I am rejecting this response because:

  Instead of the 25$ gift card, it would be nice if item can be delivered to my home address.  On that day , the salesman said that it would cost around 30$.  So why not apply the gift card towards that.  That would be the best solution. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 12/09/2024

  We apologize for any inconvenience. This item is a clearance piece available exclusively at our **********, ******* showroom. Clearance items are limited in quantity and subject to availability. To purchase the chandelier at the discounted price, the customer would need to pick it up directly from the ********** showroom.
  Currently, this chandelier is on backorder with an estimated availability date between February 19, 2025, and March 12, 2025, at the regular price of $399.99.
  We appreciate your understanding.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22633841
  
  I am rejecting this response because:

  I don't think City furniture is acknowledging the issue here.  It is a case of bait and switch.  I purchased the discounted product, and promptly returned on the pickup day.  However, City furniture did not fulfill its part of the promise of keeping the product ready for delivery.    Instead, the store manager and the sales person were expecting me to either pay for delivery or come back in a week of pickup. This response is unacceptable, as there was no remorse for disappointing a client and also no offer of how the situation can be handled fairly.   The store manager should have made the compensation offer when we were there, instead they let us walk out.    What it did is that they lost business, as we were back to purchase a dining table, chairs, reclining couches and carpet .    This was our first time at city furniture and hence having such an experience disappointed us to no end.   We bought a dining table from American Signature that very evening.  We are still in the market looking for a reclining couches. So I will leave it up to you on how you would want to earn our business back.   We did see some interesting furnitures and may not go back to the clearwater store (because of the store manager's dont care attitude) , but are open to visiting your location in *********** 
  
  Sincerely,

  
  ******* ****