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.

  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: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,

  
  ******* ****

• Initial Complaint

  Date:12/02/2024

  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.

  My chair is bulging

  

  Business Response

  Date: 12/09/2024

  We regret to hear that the customer is experiencing issues with their sectional. The customer has been in communication with our ************ team regarding this matter. The sectional was originally delivered on 7/24/2022, and the customer filed a warranty claim on 11/12/2024.
  To assist the customer, we scheduled a service appointment for a Certified Repair Specialist to visit their home and assess the reported issues. Per the technician's report dated 11/26/2024, the Right Side Facing recliner is not lifting. Additionally, the cushions were noted to be in good condition, with the raised middle being attributed to normal wear and tear. As outlined in the terms and conditions of the *************** Program, the warranty covers the repair or replacement of furniture with manufacturer defects in workmanship. Unfortunately, normal wear and tear is not considered a defect under the warranty, and as such, the claim was closed. Please find the technician's report and warranty documents attached for your reference. Thank you for your understanding.
  

• Initial Complaint

  Date:12/02/2024

  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.

  On June 7th, 2024, I purchased a Verona table from City Furniture for $799.90. Due to an issue that the model was taken out of the product list, I was entitled to a refund. While partial refunds totaling $406.74 have been processed ($23.40 + $383.34), the remaining $393.16 has not been refunded despite multiple follow-ups.I have contacted City Furniture's representatives, including the sales associate and accounting department, multiple times via email since October 29, 2024, providing detailed documentation and clarification of the outstanding balance. However, the issue remains unresolved, and responses from City Furniture have been inconsistent or absent.I am requesting that City Furniture issue the remaining refund of $393.16 as soon as possible.

  

  Business Response

  Date: 12/03/2024

  We sincerely apologize for the inconvenience caused to the customer regarding the refund for the Verona Table. We have processed the following refunds:
  $179.98 (Credit: 083235-24) was mailed as a check to the customer's home on 11/25/2024.
  $179.98 (Credit: 083236-24) was also mailed as a check to the customer's home on 11/25/2024.
  $383.34 was refunded to the customer's **** Credit Card ending in 0328 on 11/02/2024.
  $23.40 was refunded to the same **** Credit Card on 10/29/2024.
  The checks were sent to the following address:
  ***************************************************************************************************
  Refunds sent as checks typically take ***** business days (excluding weekends and holidays) to process and arrive. If the customer has not received the funds or requires further assistance, we kindly request they contact us directly at ************.
  We thank the customer for their patience and are committed to resolving this matter promptly.
  

  Customer Answer

  Date: 12/03/2024

  Thank you. I still don't receive both checks by mail. As soon as I receive, I'll inform you and close the case.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22626272
  
  Thank you. I still don't receive both checks by mail. As soon as I receive, I'll inform you and close the case.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/09/2024

  The checks were mailed on 11/25/2024.Please remember the ***** day period is business days and does not include weekends and excludes Holidays. If the customer does not receive the checks by the week of 12/16/204 they can contact us directly at ************.We appreciate your patience in this matter.  

  
  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22626272
  
  I am rejecting this response because: I have received two checks of $179.98 each one that totalize $359.96, but as explained in my complain the remaining balance amount was $ 393.16.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/27/2024

  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.

  I purchase a dining set. I received confirmation for the delivery for Monday 11/26/2024 and the email stated that I needed to clear the area for the new dining set which I did. I dispose my old dining set to make room for the new one. Monday morning they call me telling me that they wont be able to deliver the item since it was in back order. As I said before, they confirm they had it on stock the day before and at the time of the purchase. Now Im spending thanksgiving and Christmas without dining table due to their lack of attention.

  

  Business Response

  Date: 12/03/2024

  We apologize for the inconvenience the customer has experienced. Our **************** and ************ teams have been in direct contact with the customer regarding their backordered items.
  To address the inconvenience caused by the delay, we have offered the customer a $100 gift certificate to be issued after the items are delivered. We are actively monitoring the customers account and will reach out promptly to schedule delivery as soon as all items are available.
  We appreciate the customers patience and are committed to ensuring a satisfactory resolution.

  Customer Answer

  Date: 12/22/2024

  The delivery was made successful about a week ago. Now the problem since to be another. I pay for new items and I notice at least one of the chairs is refurbished. Is not new.  I did not order refurbished products. I paid full price for new merchandise. 

  

  Business Response

  Date: 01/01/2025

  We are in direct contact with the customer regarding their claim. 

  I can assure you did not receive refurbished furniture, the chair is wobbly, unfortunately that will sometimes occur for packaging and handling the product. 

  The customer has a Service Appointment scheduled 01/03, service is customer satisfaction guaranteed. If the customer is not happy with the repair we will provide other options including replacement. 

   

  Customer Answer

  Date: 01/13/2025

   
  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,
  
  Adisel ***********

• Initial Complaint

  Date:11/25/2024

  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.

  Last week of February 2024, we bought $12,000 worth of furniture at City Furniture (CF), ******, *******. A complete bedroom set, queen bed, mattress with adjustable base, two night tables, a dresser, two "pleather" couches and a printed fabric recliner (for my wife). Note: My wife is 100% disabled. Adjustable base: It provided no benefit to my wife, who has been dealing with a broken pelvis, from a car accident three years ago. "You bought it you're stuck with it" No returns! No exceptions! $1500 out the window!Fabric recliner: Manual pushback recliner. In the store, it operated easily. The new one was very hard to push back, my wife weighting ******* lbs. couldn't operate it AT ALL. She did not have the upper or lower body strength to open it. Had a CF technician come look at the recliner. Even he stated, "this recliner is not for her". It was unusable for anyone with any kind of back issues. "Don't care if she can't use it, it was delivered", Can't return it... still have it! Pleather Couches: Floor model was "broken in", so it was soft and very comfortable. The new ones were very firm and protruded such that it felt like a "huge lump" in the lumbar region. My wife could not sit more than a half hour before she had to get up. "You bought it, you're stuck with it!" Can't return it... no exceptions! Another $2400, down the drain!My main issue... The very expensive mattress was too soft. But we were allowed to exchange it (at a cost) for a different mattress "of equal or greater value". The new mattress was less than the old one, so we had to spend the "left-over money" in the bedding department. We got an override to be able to spend it somewhere else in the store. So, we tried, multiple times, but CF would not budge on any of the floor samples of the fabric recliners, which were broken in and would work for my wife. We were willing to take a "used" item and they would not budge. CF still has that "leftover" money, around $400, and will not return it.

  

  Business Response

  Date: 11/26/2024

  The customer expressed dissatisfaction with their purchase, citing back issues with the mattress they originally selected. Through City Furnitures Mattress Comfort Guarantee Program, the customer was able to exchange the mattress for one better suited to their needs. City Furniture makes an effort to be transparent about its policies, which clearly state that returns or reselections are not permitted once furniture has been delivered or picked up. Customers are given the opportunity to view, touch, and measure their selections in-store prior to purchase. Based on this policy, the request to return the adjustable base and recliner was denied.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22601814
  
  I am rejecting this response because the key issue (below) was not addressed. I have accepted the fact that your return policy is clearly stated, however draconian it may be, but it should be made clear that show room items do accurately reflect the comfort level of new items you may receive from the warehouse. Although they are nice and brand new, there is a disparity in the comfort level, and in some cases operability, of items that are purchased based on the well-worn items on the showroom floor.

  The main issue that was not addressed, as stated, there was an exchange of mattresses. which of course is not free, but the cost of the second mattress was not the same as the cost of the original, by some large margin and there was money left over. This money has never been accounted for.

  The option was to spend it on something else in the store... that didn't work, we tried. As previously stated, we even tried to buy floor samples of the chairs we had purchased, that operated with ease, so my wife could actually get some use out of it. Agreeing to buy a "used" item... the answer was "we will have to get back to you"... "a different group handles the floor samples". This was the word of Art **** and the salesperson ****. I made multiple calls to the store and asked for *** **** who was always "busy"... so I left multiple messages, for him contact me, to which there was no response. As you can guess, no one has ever got back to us and the money remains unaccounted for. I would like my money returned.

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

  

  Business Response

  Date: 12/03/2024

  We sincerely apologize for the inconvenience this situation has caused the customer. At **********************, we strive to improve our service and processes continuously, and customer feedback plays a vital role in achieving that goal. This incident will be shared with our Leadership Team to ensure necessary improvements are made.
  Regarding the Mattress Comfort Guarantee, we inform customers that:
  Reselections must be for equal or greater value.
  A Premium Delivery charge and a $129.95 exchange fee apply.
  Box springs and adjustable bases cannot be exchanged or refunded once delivered.
  This policy is clearly displayed in our showroom around the mattress area and is also available online at **************************************************************************.
  In this case:
  The credit for the original mattress was applied to the customers new invoice (Invoice #********** for a new mattress and recliner.
  The recliner was subsequently returned, and a refund of $246.21 was issued to the customers **************** card ending in #**** on 2/27/2024.
  The customer was advised that any remaining credit would need to be used in the showroom toward a future purchase.
  If the customer has further questions or concerns, they are encouraged to contact us directly at ************ or via email at *****************************************

• Initial Complaint

  Date:11/25/2024

  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.

  In December 2024, I purchased a sectional from City along with a three year stain removal service contract. In May 2024, I filed a claim for a stain on the sectional. City Furniture sent a tech to perform the repair which consisted of removing the color from the sofa and re-dying the leather. On November 2024, I contacted City to make them aware that the repair they had completed ruined the sectional's leather causing cracking and discoloration which would not have occurred had they not removed the color of the leather. I was informed by City that this was not covered by the manufacturer's warranty nor their warranty. I do not see in the exclusions of the service contract that repairs made by their technicians are exclusions to their service contract.Had City Furniture replaced the piece rather than tried to re-color the leather this would not have occurred. This is not normal wear and tear and solely caused by City Furniture's inadequate repair of the sofa.

  

  Business Response

  Date: 11/26/2024

  The customer filed a Stain Protection Plan claim on March 6, 2024, reporting a stain caused by a washable marker. In response, City Furniture provided an SOS stain kit to address the issue. After the customer informed us on March 14, 2024, that the kit did not fully remove the stain, an appointment was scheduled with a certified repair specialist. According to the technicians report, the red marker stain on the armless chair seat cushion was successfully removed during this visit.
  In May 2024, the customer contacted ********************** again regarding a separate issue involving a blue marker stain. On May 6, 2024, the repair specialist removed and touched up the blue stain. Both claims involved separate occurrences, and City Furniture addressed each according to the terms of the Stain Protection Plan.
  Most recently, the customer submitted a claim regarding discoloration on the middle seat cushion and cracking leather. Per the terms of the Stain Protection Plan, coverage is limited to stain removal from common household foods, beverages, ink, or bodily fluids caused by specific, isolated incidents within three years of delivery. The plan does not cover discoloration, cracking, or general soiling, which is defined as a gradual buildup of dirt, dust, body oils, or perspiration due to normal use.
  According to the technicians report, all seat cushions were cleaned during the most recent service. However, as discoloration is not covered under the plan, this claim did not meet the criteria for coverage and was denied.
  To assist the customer further, ********************** has extended an offer of 30% off the original purchase price toward a new replacement, along with complimentary premium delivery. This offer cannot be combined with other promotions. City Furniture remains committed to resolving this matter in a fair and transparent manner.

  Customer Answer

  Date: 12/10/2024

   
  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:11/23/2024

  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.

  on 07/07/2019 purchased a Faux leather living room set that City Furniture was well aware peeled. filed Complaint #*******. Been in contact with City for years. Nobody expects that the set would only last 2 years. When I reached the CEO his only offer was 30% off my next purchase that is not a sale item. I will never buy at **** again

  

  Business Response

  Date: 11/25/2024

  We sincerely regret to hear that the customer is experiencing issues with their furniture. Upon review, we found that the furniture was delivered on June 10, 2019, and the customer had our *************** Plan, which covers accidental damage. However, the manufacturers warranty and the 3-year extended warranty have since expired. On June 10, 2022, we issued the customer a gift certificate for $137.99, which was the full amount paid for the *************** Plan, as it was not utilized during the coverage period.
  The customer submitted a claim on July 13, 2023, after the furniture was no longer under warranty. They also informed us that the peeling on the reclining loveseat began around 2021.Unfortunately, we are unable to cover the claim due to the expiration of all applicable warranties.
  To assist the customer further, we have extended a goodwill offer of 30% off the original purchase price toward a new replacement. This offer cannot be combined with other promotions and is limited to 30% of the total price of the new purchase. The customer is welcome to visit any ********************** or ******************************************* south of **********, **, where a sales associate will be happy to assist. Please find the attached document detailing our warranty policies for further reference.
  We appreciate the customers understanding and are here to help should they have any additional questions or concerns.

  Customer Answer

  Date: 12/10/2024

  When making a purchase of living room furniture, 2 years is not acceptable for the life of the furniture.  I tried many times to get an acceptable agreement from City Furniture.  I realize a long time has passed.  During that time I had many communications with City Furniture. First I went back to the store to no avail.  Then I went to the corporate office to no avail..  Then I entered a formal complaint #********. Spoke to Technicians **** ************ and ******* ************ all to no avail.

  Basically my home in ******* was only occupied by me a man in his 70s.  No children No pets including NO dogs.  For a substantial time I was in my home in ********, while the Florida house was air condition  The ***** was never used and also started peeling.  When in ******* I sat only on the love seat.

  When the furniture was delivered my neighbor told me the furniture would peel.  I did not want to believe it. If my nieighbor was aware of this problem, I sure City was also aware. 

  Only after posting pictures of the furniture on X I was offered 30% discount on furniture, Not on sale.  This offer is Not acceptable and I refuse to make another purchase from City.

  The total charge was $1517.15  I feel that I should receive a refund $ for at lease half of the purchase price and never go back.

   

  Customer Answer

  Date: 12/10/2024

  Invoice #******/03  sales person ****** ****** 6/7/2019

  1-  *********    ** ******** ** **** *********** RECLINING LOVE SEAT

  1-  *********    ** ******** ** **** MICRO RECLINING SOFA

  SAWGRASS; 03

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22596186
  
  

  When making a purchase of living room furniture, 2 years is not acceptable for the life of the furniture.  I tried many times to get an acceptable agreement from City Furniture.  I realize a long time has passed.  During that time I had many communications with City Furniture. First I went back to the store to no avail.  Then I went to the corporate office to no avail..  Then I entered a formal complaint #********. Spoke to Technicians **** ************ and ******* ************ all to no avail.

  Basically my home in ******* was only occupied by me a man in his 70s.  No children No pets including NO dogs.  For a substantial time I was in my home in ********, while the Florida house was air condition  The ***** was never used and also started peeling.  When in ******* I sat only on the love seat.

  When the furniture was delivered my neighbor told me the furniture would peel.  I did not want to believe it. If my nieighbor was aware of this problem, I sure City was also aware. 

  Only after posting pictures of the furniture on X I was offered 30% discount on furniture, Not on sale.  This offer is Not acceptable and I refuse to make another purchase from City.

  The total charge was $1517.15  I feel that I should receive a refund $ for at lease half of the purchase price and never go back.

   

  Invoice #******/03  sales person ****** ****** 6/7/2019

  1-  *********    ** ******** ** **** *********** RECLINING LOVE SEAT

  1-  *********    ** ******** ** **** MICRO RECLINING SOFA

  SAWGRASS; 03

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

  

  Business Response

  Date: 12/16/2024

  At City Furniture, we strive to maintain transparency in our policies and procedures, particularly regarding our *************** Plan and its coverage. The customer initially had a ****** manufacturers warranty, which, along with the 3-year extended warranty, has since expired. On June 10, 2022, we issued the customer a gift certificate for $137.99, representing the full amount paid for the *************** Plan, as it was not utilized during the coverage period.
  The customer has owned the ******************** for over 5 years. Additionally, on September 16, 2024, we offered the customer a 30% credit toward a new replacement, based on the original purchase price. This offer was valid for three months, expiring on December 16, 2024.
  As a courtesy, we are extending this offer for an additional 60 days, until February 14, 2025. The customer will receive a credit of $413.97 toward a replacement piece. Please note that this credit cannot be combined with any other promotions or offers. This is our final offer, and it will not be extended beyond February 14, 2025.After February 14, 2025 no further action will be taken .

• Initial Complaint

  Date:11/22/2024

  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.

  Recently, my mother purchased a new mattress from City Furniture. She had been experiencing persistent back pain for an extended period and decided to replace her mattress. We chose City Furniture due to their reputation for producing high-quality products. However, the mattress exacerbated her pain, prompting her to request a replacement.The store representatives informed her that a $200 restocking fee would be applied. They explained that she needed to walk on the mattress to soften it up, but this instruction was not provided to us at the time of purchase. I attempted to request a fee waiver due to the inadequate communication between the staff and my mother, but my request was denied by the manager. My mother works 2 jobs and works very hard to earn her money for city furniture to take advantage of her like this.

  

  Business Response

  Date: 11/23/2024

  Please accept our sincerest apologies for any disappointment the customer have experienced wiht the reselction process of the mattress.  
  
  on 10/22/2024 the customer took delivery of the ** LUXADPT ******" MEDIUM HYBRID MAT**ESS  SKU: *******. The customer later advised the mattress is too hard, and would like to change the mattress. 

  The customer did purchase the mattress protector that allows her to change the mattress with in the first 120 days of have the mattress under out mattress comfort guarantee program.  ************ does come with a $129.99 restocking fee and a new delivery fee that was disclose on our investment page that was provided to the customer at the time of the purchase. 
  Please see the attached investment page 

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22595065
  
  I am rejecting this response because:

  The mattresses displayed in your showroom do not provide the same level of comfort as those sold to customers. My mother informed the sales representative that she had back pain, and he recommended a mattress based on her needs.

   

  As a large company, City Furniture values the input of its representatives. When a representative recommends a product based on a customers specific needs, their recommendation is considered valid.

   

  The issue at hand is not the restocking fee. The problem lies in the lack of guidance provided by the representative during the initial purchase. 

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

  

  Business Response

  Date: 12/03/2024

  We regret to learn that the customer did not have the experience we strive to provide. At City Furniture, we are committed to being clear and transparent about our policies. Our **************** are trained to guide customers through their mattress selection, highlighting features and policies to ensure the best shopping experience.
  We apologize if there was any misunderstanding regarding the terms of our Mattress Comfort Guarantee. As outlined in our policy, the guarantee is valid when a customer purchases one of our mattress protectors. This requirement ensures proper protection of the mattress, allowing customers to fully benefit from the ******* Comfort Guarantee.
  The key details of our policy are:

  A mattress protector must be purchased and used for eligibility.

   No refunds or reselections are allowed without a mattress protector.

  Customers must sleep on their new mattress for 21 days before a one-time reselection is permitted.

  
  Reselections must be of equal or greater value and are subject to a $129.95 exchange fee and a Premium Delivery charge.

  
  We ensure that this information is prominently displayed in our showroom's mattress area and available on our website at ********************************************************************************;We apologize again for any inconvenience and remain committed to assisting our customers with their needs.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22595065
  
  I am rejecting this response because:
  
  Thank you for outlining your company policy. I want to clarify that my concern is not with the policy itself, but with the misleading sales tactics employed by your sales team. Had I been aware of this approach, I would have chosen to shop elsewhere. I believe its important for future customers to be aware of this, and I hope this feedback can help improve the transparency of your sales practices moving forward.
  
  ***** ******

• Initial Complaint

  Date:11/21/2024

  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 three year projection plan on my couch. I was told it covered any damages and stains. I was not offered any other plans otherwise I would have got those as well. Im being told my issues are not covered. Stains and pulls in fabric. Dont bother purchasing a protection plan and waste your money. Clearly this company will make every excuse to not provide the service they offer.

  

  Business Response

  Date: 11/22/2024

  We apologize for any confusion or frustration this situation may have caused. The *************** Program covers repairs or replacements for furniture with manufacturer defects in workmanship and materials. Attached, you will find the documents outlining the terms and conditions of the warranty.
  As stain removal was not purchased, we regret that we are unable to assist with a claim related to stains.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22588235
  
  I am rejecting this response because: 

  If a stain removal package was not offered in the first place how would I have known when I was explained the package I purchased would cover ANYTHING wrong with the sofa. 

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

  

  Business Response

  Date: 12/03/2024

  We apologize for the inconvenience and appreciate the opportunity to address the customer's concerns. The *************** Plan and Stain Protection Plan are optional services offered to customers at the point of sale to provide additional protection for their furniture.
  The customer contacted us on 11/21/2024 regarding a stain that occurred two weeks prior. According to the terms of the Stain Protection Plan, all claims must be reported within five (5) days of the occurrence. This policy ensures timely and effective service for stain removal.
  Per the agreement, City Furniture will provide stain removal for upholstered furniture or area rugs that become stained by common household foods, beverages, ink, or human/pet bodily fluids during normal residential use, provided the stain is reported within the timeframe. However, the plan does not cover general soiling, which is defined as the gradual buildup of dirt, dust, body oils, or perspiration that cannot be attributed to a single incident.
  Even if the customer had opted for the Stain Protection Plan, their claim would have been denied due to the delayed reporting of two weeks after the occurrence. We regret any frustration this may have caused and remain committed to helping our customers understand and utilize the services available to them.