Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
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  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
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  CITY Furniture, Inc.

  1400 NW 167th St #3 Miami, FL 33169

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/19/2024

  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.

  Feb 2024 I went to the City Furniture showroom in **********, ** - The salesperson's name is **** ****. I explained to her that I was shopping for a couch. I specifically told her that it could not have feathers as I am allergic. I chose the ***** 5Pc Bumper Set , we read the description the of the fill for the cushions shown as " Fiber Fill". Fast forward to delivery , we noticed feathers coming out of the cushions. I contacted Jade and she I quote said " I checked with my manager and they said its imitations so no real feathers in this one". At the time I was also inquiring about price adjustment since the couch went on sale less than 2 weeks after purchase. I was unable to get the price adjustment. After about a month of "imitation feathers" I started having breathing problems. I re read the description of the couch on line and its did not mention any feather in the description. I reached out again to Jade and she said a manager will call me and I never hear back. I eventually called customer service and they told me file a claim that maybe I got the wrong cushions and they would order the correct ones. This was a 12 week waiting period. Cushions never came, they sent me a ***lacement of the same couch which had feathers. I spoke with customer service *** again and she was kind enough to do some research. The couch does in fact contain feathers and the advertised description was INCORRECT and still is as I write this. The offered me " reselection" and refund the cost of the couch and the inhome service that I paid for. I am still fighting for the in- home service to be refunded. They said I used it to get a new couch - I was sold something under false advertising and did not use this service. I am owed $326 which *** at the **************** was working on, it has been 3 weeks and I have not heard from her. When I call the store they tell me she is not working. I would just like to get the money I am owed. I do love the new furn I purchased.

  

  Business Response

  Date: 11/20/2024

  We apologize if there was any misunderstanding regarding the fill for the customers ***** sectional. [Company Name] strives to provide clear and transparent details about the features of all furniture sold. The customers ***** sectional was delivered on 2/24/2024, and a claim was filed on 6/16/2024 regarding the fill of the sectional. New seat cushions were ordered as part of our efforts to resolve the concern. The ***** sectional is designed with down-blend seating for optimal comfort and removable back pillows for added support. Whether new seat cushions are provided or the sectional is exchanged, the fill remains the same type as originally described in the product specifications. To address the customers dissatisfaction, a reselection was offered on invoice #******-28. This invoice also included an area rug priced at $464.95. The *************** program amount was prorated, as the area rug remains covered under this program until 3/9/2027. Per policy, prorated calculations for *************** begin from the original delivery date. Below is a breakdown of the total credit applied toward the customers new purchase:
  Total Taxable Charges: $3,464.57
  Taxes: $242.52
  Refunded/Credit Applied: $3,707.09
  In addition, the customer was provided with a Private Sale Event discount of $256.17 and an additional credit of $120.00 from our sales team to offset shipping costs.
  

  Customer Answer

  Date: 11/21/2024

  Complaint: 22576999
  

  
  I am rejecting this response because:
  In regards the the statement from the business " the fill remains the same type as originally described in the product specifications" ; The product specifications state that the " Fill " is fiber fill , it does not state at all in the product specifications that there is a down blend , therefore I did not misunderstand, I based my purchase on the companies product specifications. After reaching out to the sales agent after the fact I was told that the " feathers were imitation" This statement was 100% false.  This is where the problem began as everytime I reached out I was told there were no feathers in this couch , as reviewed by the customer service telephone line and chat inquiries. After speaking with customer service ( the company representative ) the conclusion was that I had the incorrect cushions based on the product specifications ) which are attached in my original correspondence. At this point in time I was waiting for the " correct " cushions , unbeknownst to me the product specifications were incorrectly advertise and stated. It was not that I was " dissatisfied " with my selection, I did not receive what was advertised and just wanted a couch with no feathers, which I thought I had purchased.
  The reselection : Yes , I received the reselection however my complaint its that I did not receive a " refund " for the 3 yr stain service and 3 yr in home service which I was charged for separately ( invoice attached ) . I understand prorating the cost for the rug that I purchased. However, if you compare the invoice for 
  I would like some transparency to how the number $3707.09 was calculated as my total invoice was $4724.99  - that leaves $1017.90 and the only thing left from that invoice was the rug at $464.95 which would leave a balance of $552.95 unaccounted for. Again , I did not use the in home service for a purchase I made that was misrepresented by the company therefore it should be refunded. 
  Once I made my reselection I repurchased the inhome service as I understand that the original could not be transferred.  I spoke with *** and the showroom manager and they understood that there was money left unaccounted for and that amount was the balance of the inhome service that should be refunded but for some reason in your system it was coded as used ( unsure of the terminology they used ) but I did not use it for a damage or any other reason than I was under the impression that I did not receive the correct cushions for my couch based on the product description advertised by the company.  I am aware that I was given a $120 disc to offset the total credit due and that there was $326 left that *** was researching as this situation is uncommon. I do not recall a private sale discount of $256.17. There was a public sale of 7% off of my purchase but this has nothing to do with the original invoice. 
  
  Sincerely,
  
  ******* ****
  
  

  
  
  

  

  Business Response

  Date: 11/21/2024

  When the customer was approved for the reselection, they were previously informed that the *************** (***) Program would not be refunded. The *** Program does not transfer over, and the customer is responsible for purchasing a new *** Program if they choose to include it with the new invoice.

  
  As such, when the new purchase was made, the customer opted to include the *** Program as part of their new purchase.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22576999
  
  I am rejecting this response because:

  While I understand that certain policies may apply, I must emphasize that my request for a refund is based on the misrepresentation of the couch, which was falsely advertised as containing fiber fill when it in fact contains feathers.
  Given that the product was not as described, I believe I am entitled to a refund for the associated in-home service, as the service was purchased in conjunction with a product that was not as advertised. The service was rendered in relation to a product that does not meet the standards and specifications that were promised at the time of sale.
  I kindly ask you to reconsider your position and process a refund for the in-home service. I look forward to your prompt resolution of this issue. Please let me know how we can proceed.
  Thank you for your attention to this matter.

   

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

  

  Business Response

  Date: 12/03/2024

  The customer initially placed a claim regarding the sectional three months after delivery. As part of our resolution, we offered a reselection and clearly informed the customer that the *************** (IHS) Program would not be refunded or transferred. Customers who choose to include the *** Program with their new purchase are responsible for purchasing a new plan.
  The credits from the original ***** sectional were applied to the customer's new invoice, and the new items were successfully delivered on 11/5/2024.
  No further refund is due to the customer at this time. If there are additional questions or concerns, we encourage the customer to contact us directly for further assistance.
  

  

  Business Response

  Date: 12/04/2024

  
  The customer initially placed a claim regarding the sectional three months after delivery. As part of our resolution, we offered a reselection and clearly informed the customer that the *************** (IHS) Program would not be refunded or transferred. Customers who choose to include the *** Program with their new purchase are responsible for purchasing a new plan.
  The credits from the original ***** sectional were applied to the customer's new invoice, and the new items were successfully delivered on 11/5/2024.
  No further refund is due to the customer at this time. If there are additional questions or concerns, we encourage the customer to contact us directly for further assistance.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22576999

   

  When I was offered reselection, I was informed that I would need to purchase a new in-home service plan, which I did. However, the issue at hand is not the purchase of the service plan but the refund of the original which under the circumstances was not used and was sold in conjunction with a product that was falsely advertised. I was not told that the original plan would not be refundable . Initially, I had been in contact with the original sales agent, who informed me that the feathers in the couch were imitation. I was then waiting for the store manager to reach out. Over time, the feathers became a problem, and I was told the couch did not contain any feathers, as it is still being currently advertised as " fiber fill " and this was confirmed by your customer service department and the  vendor directly. As a result, I contacted your customer service team. If you consider this a claim under the in-home service plan, that would be incorrect, as I am simply stating that the product I received did  not match what I was sold. Therefore, the original in-home service plan should be refunded.

   

  I also spoke with the showroom manager at the store where I made the reselection. She informed me that she would escalate the issue due to the unusual circumstances surrounding my case and promised to get back to me. However, I have never heard back from her. Given this lack of follow-up, I would like to know who else, other than the showroom manager or customer service, I can contact to further discuss and resolve this matter.Sincerely , 
  
  ******* ****

  

  Business Response

  Date: 12/05/2024

  Unfortunately, when we provided the option for reselection under this approval, we advised that the reselection must be of equal or greater value. If the value is greater, the guest is responsible for paying the difference. Additionally, *************** (IHS) is non-transferable and non-refundable.
  This means the customer will need to purchase a new ***************/Stain Removal plan if they choose to do so.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22576999
  
  I am rejecting this response because:

   I am writing to formally escalate my complaint regarding the purchase of a ***** *****, which was advertised and sold to me under false pretenses, and the unresolved issue concerning the *************** (***) I purchased in conjunction with this product.

  
  Summary of Events:
  Purchase of the Couch and ***: Feb 2024, I purchased a ***** ***** based on the description provided by your salesperson and the information available on your website, which clearly stated that the couch contained "fiber fill" and not feathers. As someone with a severe allergy to feathers, this was the primary reason I selected this model. In addition, I purchased the *** service for $446.78 and the 3-year stain protection for $249.78, totaling $696.56.

  
  Feathers Found in the Couch: Upon receiving the couch, I noticed feathers beginning to come through the cushions a few days after delivery. I immediately contacted my salesperson, **** ****, who informed me, after consulting with her manager, that the feathers were "imitation." This was not accurate, as the presence of real feathers continued to escalate.

  
  Ongoing Issues with Feathers: Over the next few weeks, I noticed more feathers emerging from the couch. Despite repeated attempts to reach out to customer service, no resolution was offered. I was told that a manager would contact me, but I did not hear back. I then called customer service, and they placed an order for new cushions, assuming they would match the advertised "fiber fill" specification. I was informed this would take 12 weeks.

  
  Failure to Deliver Correct Cushions: After 12 weeks, the replacement cushions had not arrived. **************** then offered a credit of $1600 to keep the couch as-is, which I refused because my primary concern was receiving the couch I had originally orderedone that did not contain feathers. Eventually, a replacement couch was delivered, but it was identical to the first one and still contained feathers.

  
  Confirmation of Incorrect Product Description: During the delivery of the replacement couch, I refused the delivery as the new couch was identical to the first one. The delivery drivers agreed with me that the couch should not have feathers, based on the company's advertisement. After further investigation by a helpful customer service representative (whom I cannot remember by name), it was confirmed that the couch does, in fact, contain feathers, and that the product description on your website was incorrect. This is a clear case of false advertising.

  
  *** Credit Issue: Given that the couch I purchased did not match the advertised description and the *** was sold in conjunction with a falsely advertised product, I am requesting a full credit for the *** service that was purchased with the couch. I am not seeking any additional refunds, just the reimbursement for the ***, as it was tied to the incorrect product.

  
  Lack of Response: After explaining my situation to the showroom manager, ***, during the reselection process, I was assured that my case would be escalated to corporate, given its unique nature. However, since 11/1/24, I have not received any communication, despite calling the store multiple times (at least 8 attempts). This lack of follow-up is both disappointing and unacceptable.

  
  Request for Resolution:
  I am respectfully requesting that you:
  Provide a credit for the *********** in the amount of $446.78, as it was sold in conjunction with a product that did not meet the advertised description.

  
  While I understand that your policy typically states that ***********s are non-refundable, I believe that my situation warrants a direct exception due to the misleading advertising of the ***** ***** I purchased.
  As I have previously outlined, the couch was sold to me under the premise that it contained "fiber fill," which was a key factor in my decision to purchase it, due to my severe allergy to feathers. However, after receiving the couch, I discovered feathers emerging from the cushions. After further investigation by both your customer service team and the vendor, it was confirmed that the couch contains feathers, and your company was advertising the product incorrectly. This is a clear case of false advertising.
  Given these facts, I respectfully request that you reconsider the non-refundable status of the ***. I am not seeking any additional refunds but only the reimbursement of the *********** in the amount of $446.78, as it was purchased for a product that was not as described and which does not meet the specifications advertised.
  I understand that your company has policies in place, but this situation involves a product that was fundamentally misrepresented, and as such, I believe a reasonable exception should be made.

  
  Furthermore, I would like to formally request that my case be escalated to a higher level of management or corporate office for further review. I have already worked with your customer service team and the showroom manager, ***, but given the unique circumstances of this case, I believe this requires attention from senior management to ensure a fair resolution. I would appreciate your immediate assistance in directing this to the appropriate department, whether it be a corporate representative or someone with the authority to make an exception to policy.

   

  Sincerely 

  ******* Pena 
  
  
  
  
  
  
  

   

• Initial Complaint

  Date:11/15/2024

  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 because is to long to explain I'm attaching you the letter so it can be more clear to understood about the claim i have since July where City Furniture scratch my new floor and haven't send the constructor or answer me the last emails, letters and quote And the IN HOME DAMAGE CLAIM MANAGER, ******* *. ***** the case and pass me with a team leader The customer service is realy a mess and its not possible they don't take care of what they did since July.Thanks in advance ***** *****

  

  Business Response

  Date: 11/20/2024

    City Furniture has made multiple efforts to address and resolve the customers concerns. The customer has been in direct communication with our In-Home Damage Claim Manager as of 11/16/2024 regarding their case.
  After thorough discussions, the customer was informed that the flooring throughout their unit has been discontinued. To resolve this matter, we offered two settlement options: a $600 check or a $700 in-store gift certificate. These offers were extended in good faith as compensation for the specific damages caused. However, it was clarified to the customer that we are not liable for repairing or replacing the entire floor.
  In the most recent conversation, the customer agreed to proceed with an inspection to further assess the situation. The customer also provided a direct contact to coordinate the inspection and discuss the claim while they are traveling. We remain committed to working toward an amicable resolution and believe the offers presented are fair and reasonable under the circumstances.  

  Customer Answer

  Date: 11/20/2024

  Thanks for you work and helping us to at least have a better approach 

  I dont mark the answer as I agree with them or not although Im very disappointed with their work and prompt answer.

  For them they are right because they just call me on saturday  the 16th of November almost after 6 months trying to reach them sending them emails, calling them and even going to the address they put on the emails, talking to the store managers of *************** and Tamarac so they can help me to talk with a supervisor because the In home damage Claim ******* *. After 3 months she quit my case and just told me to call again to customer service and one of the team will answered

  if this is a good job for them and their better effort, welll is the worst Ive ever seen, and its not new that I have been waiting for a inspector or constructor as you can see on the emails and they didnt have one so thats why they make me wait all this time and even before they see the floor in person, just by pictures they first offer me 450 in credit and 300 check then 300 in credit and 200 in check and now 600 in check.

  For me is that they just want to quit and make me bored so I accept the money and they finish this but the work they cost me was superior and even I would have to pay a permit in the condo for something they made, so lets wait till tomorrow that an inspector will visit the ***. So we will see what their answer is after it.

  thanks in advance

  *****

   

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22562718
  
  
  

  Thanks for you work and helping us to at least have a better approach 

  I dont mark the answer as I agree with them or not although Im very disappointed with their work and prompt answer.

  For them they are right because they just call me on saturday  the 16th of November almost after 6 months trying to reach them sending them emails, calling them and even going to the address they put on the emails, talking to the store managers of *************** and Tamarac so they can help me to talk with a supervisor because the In home damage Claim ******* *. After 3 months she quit my case and just told me to call again to customer service and one of the team will answered

  if this is a good job for them and their better effort, welll is the worst Ive ever seen, and its not new that I have been waiting for a inspector or constructor as you can see on the emails and they didnt have one so thats why they make me wait all this time and even before they see the floor in person, just by pictures they first offer me 450 in credit and 300 check then 300 in credit and 200 in check and now 600 in check.

  For me is that they just want to quit and make me bored so I accept the money and they finish this but the work they cost me was superior and even I would have to pay a permit in the condo for something they made, so lets wait till tomorrow that an inspector will visit the apt. So we will see what their answer is after it.

  thanks in advance

  *****

   

  
  
  

  

  Business Response

  Date: 12/11/2024

  **************, the third-party contractor assigned to this matter, has facilitated the inspection and has been in direct contact with the customer and their representative to coordinate an appointment date. Thank you for your patience while they work to finalize scheduling.

• Initial Complaint

  Date:11/14/2024

  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.

  November 2023 City Furniture millenal

  

  Business Response

  Date: 11/25/2024

  We sincerely apologize for any inconvenience the customer has experienced with their purchase. We have escalated their concern to our sales management team, who has already reached out to *************, the third-party company managing the gift card promotion. Additionally, our sales management team has been in direct communication with the customer regarding their complaint. The customer has been informed that it may take 5-7 business days for Elite Rewards to respond with an update on the gift card. We assure them that we will promptly follow up as soon as we receive a resolution. Thank you for your understanding and patience as we work to address this matter.
  

  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:11/13/2024

  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.

  I bought an extra warranty for my furniture in case it got stained. I called and they told me they were going to send me a product so I could clean it myself. The product never worked and I later called them to tell them the stain was still there. They told me that i called too late and that they weren't going to fix the problem. At no point did they tell me that I had to call them right after the product arrived. They canceled my warranty and never gave me my money back.

  

  Business Response

  Date: 11/14/2024

  Our apologies for the issues the customer is experiencing. Customer started claim on 10/16/23, even through the stain was reported outside of the times required for stain removal program and customer was not able to identify what caused the stain we offered a stronger cleaning kit in hopes that he customer would be successful a removing the stain, 

  There was no further contact with the customer until they contacted us via chat on 05/16/24, at that time the claim was denied  due  for the reasons explained above and the customer and there was  no further courtesy options due to the 7 month lapse from when the claim was originally reported. 

  There was no request to cancel the Stain Removal, but unfortunately our Stain Removal Program is nonrefundable after delivery. 

  We are still happy to assist with any future stains that are covered within our program, We cover household foods, beverages, ink or human bodily fluids, and only ask that stains are reported within 5 days of occurence. 

• Initial Complaint

  Date:11/13/2024

  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.

  We purchased a bed and nightstand from City Furniture, but we quickly realized that the nightstand doesnt allow enough room for a study table in the space. This has created a situation where I can only fit either the nightstand or the study table in the room, but not both.I contacted customer service to request a return and reselect a more suitable item. As a loyal customer who has purchased most of our home furniture from City, I explained the issue thoroughly, provided pictures of the room, and shared my willingness to drop off the nightstand if needed. Although customer service acknowledged the issue, they were unable to assist with a resolution.I understand that there is a policy against reselecting items after delivery, but this request is for a small item, not a large piece like a sofa, dining table, or entertainment unit. The nightstand is still in its box and wrapped in its original covers. Given these circumstances, it seems reasonable to request a re-selection, especially as Im prepared to purchase a larger item in exchange. Unfortunately, it feels as though City Furniture is unsympathetic to genuine customer issues.This lack of flexibility and understanding is disappointing, especially since I have no other place for this nightstand in my home. I hope City Furniture will reconsider its position on this matter and demonstrate the level of customer care expected by loyal customers.

  

  Business Response

  Date: 11/13/2024

  We regret to learn that the customer did not have the experience we aspire to provide for all our customers. We make an effort to be clear and transparent about our policies. Given that customers have the opportunity to view, touch, and measure their orders in-store, we do not permit returns or reselection after the furniture has been delivered or picked up Customers have the option to cancel their orders one or more days before the scheduled delivery date. Any cancellations made on the day of delivery will incur a restocking fee. Our return policy can be found on our website at: **************************************************************. Should the customer have any additional questions or concerns they can reach out to us directly by dialing ************ or email us at: ***************************************** Thank you for bringing this matter to our attention and we appreciate your understanding.
  
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22550099
  
  We didnt buy the bed and nightstand together to measure them as a set. We bought the bed first, and it wasnt even on the showroom floor when we purchased it. The sales associate showed us the model on his tablet, we liked it, and bought it. Later, we returned to the store to buy a nightstand for our master bedroom. When we asked about a nightstand that matched our bed, the sales associate informed us that the model we wanted was discontinued. At that point, we saw the twin bed model on the showroom floor with a matching nightstand, so we ordered the nightstand.
  Please verify my order and delivery dates on my account using the phone number ************. Since we didnt initially intend to purchase this nightstand, we didnt prepare by measuring it. Please check with Sales Associate Jash to confirm that we inquired about the master bedroom nightstand before purchasing this one and what our original intent was when we came to the store.
  I didnt expect to end up in this difficult situation or to have to fight over one unfortunate decision. I would have gladly kept the nightstand if it fit anywhere in our house, but it didnt. Im now in a situation where I either need to replace it with a larger item (I am currently looking to buy a dining table) or throw it away. If this were a smaller item, I wouldnt be requesting a replacement. I am simply asking for a reselection so I can purchase a larger item. I would also be happy to drop the item off at the store or warehouse, so you dont need to cover the cost of pickup. I believe this is a fair request, and I hope you understand the situation and are able to assist. I also reached out to customer service twice today before escalating this request here, hoping to reach someone who understands the situation and can resolve the issue.

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

  

  Business Response

  Date: 11/19/2024

  Please see attachment's. 

  

  Business Response

  Date: 11/19/2024

  We appreciate the customer bringing their concerns to our attention. The bed was delivered on September 21, 2024, and the nightstand was delivered on November 2, 2024. The customer contacted our *************************** 11 days after the nightstand's delivery. To assess the issue, we requested photos of the furniture. Upon review, the photos confirmed that the nightstand was not causing any obstruction, and as a result, the request was denied.
  Per our policy, refunds or reselections are not permitted once merchandise has been delivered or picked up. For your reference, we have attached a photo of the bed and nightstand, along with the investment details.
  We thank you for your understanding in this matter.

  

  Business Response

  Date: 11/19/2024

  Please see the  attached picture of bedroom

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22550099
  

  As I mentioned in my complaint, the issue is that after placing the nightstand, there isnt enough room left for the study table. If we move the study table to a different position, it blocks the passage to the bed. Overall, the nightstand is creating a layout issue in the room, which we didnt realize until it was unpacked.
  I shared a picture of the room to help explain the situation and demonstrate the layout, so you could better understand the issue and assist in resolving it. After noticing the problem, we immediately repacked the nightstand, and everything is sealed as it was originally.
  Unfortunately, I dont have any space to place the nightstand in another room. My only option is to request a reselection, and I am planning to purchase a dining table immediately. Otherwise, Ill be forced to discard the nightstand, which Im reluctant to do as it would mean wasting my hard-earned money.
  I have already offered to return the nightstand to the store or warehouse if a reselection is permitted. Please dont disregard my situation and leave me without options.
  
  
  

  

  Business Response

  Date: 11/22/2024

  We are sorry to hear that the customer was not satisfied with their purchase. We make every effort to be clear and transparent about our policies. Unfortunately, we are unable to approve this reselection.
  For reference, our return policy can be found on our website at: **************************************************************. Should the customer have any additional questions or concerns, they may contact us directly at ************ or via email at ****************************************************************.
  Thank you for bringing this matter to our attention, and we appreciate your understanding.

  Customer Answer

  Date: 11/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response provided by the business regarding complaint ID ********. I am deeply dissatisfied with their response and upset with their decision, which shows a lack of willingness to address frequent customer inconveniences. They chose to lose a loyal customer rather than reconsider a meaningless policy that only this business enforces.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/09/2024

  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 the date 09/16/2024 my wife and I purchased a bed frame from City Furniture. After we found the product we wanted, the sales associate from this store told us about the warranty they offered for the bed frame. We asked if it actually would cover anything that happened to the bed frame and he told us that that was right. I asked him more than two times the same question since I wanted to be completely sure that this warranty was going to cover EVERYTHING that happened to the bed frame. we would have not purchased the warranty if he had said something different. After almost two months, my hair got in contact with the headboard of my bed frame and a product that I had on my head stained the headboard. I filed that claim as I was told to do and for my surprise, a representative of the customer care solution named Jasmine told me that the warranty was not going to cover my headboard. I felt completely deceived and explained to her multiple times that I was told that the warranty was going to cover anything that happened to my product. All I want is for City Furniture to cover my headboard.

  

  Business Response

  Date: 11/12/2024

  We apologize for the challenges the customer has experienced with their stain claim for their headboard. The customer filed a stain claim on 11/7/2024, and our customer service team reached out to them on 11/9 to discuss the details. The customer informed us that hair products in their hair had come into contact with the headboard, causing a stain. Under the Stain Protection Plan, City Furniture covers stain removal within three (3) years of delivery for stains from common household foods, beverages, ink, or human or pet bodily fluids during normal residential use. This plan is intended solely for stain removal, not general soiling. Soiling is defined as a gradual buildup of substances such as dirt, dust, body oils, and perspiration and is not covered by the agreement.
  Since hair products may contain chemicals that can damage furniture the claim was denied. However, in an effort to assist, we are offering a one-time courtesy cleaning of the headboard. The customer will need to sign a waiver acknowledging that this is a courtesy cleaning and that no further action will be taken if the technician cannot fully remove the stain. The customer can reach us directly at ************ or email **************************************** to set up this service. Please see the documents attached regarding our Stain Removal Plan. 
  
  

  
  

• Initial Complaint

  Date:11/08/2024

  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 spoke with management about this but they dont feel this is a covered claim My sofa was delivered September 27. I called in a claim for staining after a month and one week of use. It seemed everywhere my skin touches the sofa gets staining (the foot rests, the arm armrest, where I put my head if I lay down). Im paid $6,842.69 for my sofa set and an additional three year stain warranty. I purchased my sofa set at city furniture in ***************. To say Im very disappointed is an understatement. I have called repeatedly but they just tell me that I need to call a cleaning company because there are to many stains. Order number ******

  

  Business Response

  Date: 11/11/2024

  We sincerely apologize for any inconvenience caused. The customer has been in contact with our ************ Team regarding this concern. After a thorough review, we found that the claim does not meet the criteria for coverage due to the condition of the sectional.
  To clarify, the Stain Protection Plan covers the removal of stains from upholstered furniture or area rugs within three (3) years from the date of delivery, limited to stains from common household foods, beverages, ink, or human and pet bodily fluids under normal residential use. The plan does not cover general soiling, which is the gradual buildup of dirt, dust, body oils, and perspiration not attributed to a single occurrence. This plan is not a cleaning contract, so it does not include the cleaning of fabrics from daily use. To help maintain the quality of upholstered furniture, it should be kept out of direct sunlight, vacuumed, and periodically cleaned.
  As a gesture of goodwill, we have fully refunded the customers *************** Plan in the amount of $625.29 and the Stain Protection Plan in the amount of $319.60. The total refunded amount of $1,001.58 has been credited back to the customers **** card ending in 6140.
  If the funds have not been received, or if further assistance is needed, please contact us directly at ************ or email us at ****************************************************************.

   

   

  
  

• Initial Complaint

  Date:11/08/2024

  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.

  These chairs were purchased within 1 year before they started to deteriorate and there was no reimbursement. The company is distrustful, and when I wrote a negative review on their website about the specific product, they did not include it, so others can be informed of the faulty product. The chairs are also not sturdy, and my elderly mother fell off of the chair. Overall I am very disappointed with their products, and request at least replacement or partial refund.

  

  Business Response

  Date: 11/11/2024

  We are sorry to hear that the customer has experienced issues with their chairs. We attempted to reach them at the provided phone number, **************, but were unable to leave a message as the voicemail box is full.
  Currently, we have only been able to locate an invoice from 2017 and would like to investigate this complaint further. We kindly ask the customer to contact us directly at ************ or email us at **************************************** with their full name, phone number, or order number associated with this claim. Thank you for allowing us the opportunity to assist.
  

• Initial Complaint

  Date:11/08/2024

  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 placed an order online and followed up with an in store visit only to find the product we ordered was not on the floor. We also went to the store to address issues on the order which were corrected on an additional order placed while at the store. This involved a price match from a competitor that wasnt properly invoiced. We were told by a floor manager that the only method of correcting our original invoice was to add the refund to the new additional order bc our original order was being delivered the next day and they would need to cancel the original order to issue the refund but that would cancel the order and it would have to be rescheduled for delivery at a later date. The refund was shown on the new order as a discount. The day of the delivery for the new additional order we received a call that the mattresses were back ordered and would not be delivered as promised. The order was being delayed another 3 weeks so we cancelled the order and requested the refund to be credited on the original order. They are now refusing to issue the refund bc we cancelled the second order stating it was a discount not a refund. Part of the discount was a $179 premium delivery service we did not receive. Our sofa was dropped off in the family room left for me to assemble and hook up the electronics. The balance of the refund was a price match for the extended warranty.

  

  Business Response

  Date: 11/10/2024

  Were sorry to hear about the customer's concerns regarding their billing. The customer purchased a sofa at our ********** showroom on October 1, 2024 (Invoice #****** -50) and received a $299 discount on this purchase. On October 2, 2024, they made an additional purchase of two mattresses and two mattress protectors. We attempted to deliver the mattress protectors on October 23, 2024 and informed the customer that the mattresses were on backorder, with an estimated delivery date of November 12, 2024. The customer declined the delivery of the mattress protectors and requested a cancellation of the mattress order.
  On November 5, 2024, the customers order for the mattresses and mattress protectors was canceled. We issued a full refund totaling $4,770.04, credited in two separate transactions: $4,620.04 and $150.00. These refunds were applied to the customers Synchrony Credit Card ending in 9685.
  Subsequently, the customer requested to cancel the initial sofa purchase as well. However, since the sofa purchase was a separate transaction and had already been delivered on October 3, 2024, we were unable to fulfill this request. We appreciate the opportunity to clarify this for the customer.

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22530764
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/14/2024

  We apologize for any issues the customer has experienced. The customer cancelled their invoice ****** with 2 mattresses and 2 mattress protectors and received a full refund. The additional invoice ****** with a $300 discount, it was delivered and our ******************* verbally confirmed satisfaction of delivery prior to the Service Techs leaving the home. No further actions will be taken. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22530764
  
  I am rejecting this response because:

  As I stated in the original complaint, the additional $300 discount, which is what City Furniture called my refund on the additional order on the sofa order. As I also stated, the reason the additional $300 discount/refund was issued on the new order was because the original sofa order would have been cancelled and rescheduled at a later date due to their inability to make any changes to an existing order within a 24 hour window. Had they delivered the mattress order on time as promised there would be no claim for the $300 since it would have come off of the mattress purchase. This is unacceptable and they owe me a $300 refund for the cancellation of the premium delivery service and the discount on the extended service agreement as part of the price match they advertise. There is no mention of what they specifically price match and I gave them copies of the sales order from the competitor and was clearly stated they would price match the order. The only price they gave me was on the sofa itself. I can provide copies of the competitive sales order to demonstrate my claim. Also, the only time I mentioned cancellation and pickup of the delivered sofa is when they called me a liar and hung up on me because I told them I was filling a complaint with BBB. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/08/2024

  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 purchase a TV Stand on November 2 for delivery on November 7. I was told by the sales associate that it would be simple to put together - all I had to do was s**** the legs on and insert the shelves. On November 7 I received the box. In the box was an assortment of different size wood pieces, with no rhyme or reason. The whole item was a pile of pieces. I called City Furniture to complain and to ask them to pick up the item and refund my money. The sale associate I spoke to connected me to ************* where I remained on hold. I then called back and learned that ************* was closed as it was after 9 pm. This morning, after another long hold - I spoke with an associate in *************. He told me that they would not return my money or pick up the item because there are no refunds on merchandise once delivered. This is of course against the law as in ******* there is a 3 day policy for merchandise to be returned and payment to be refunded. I have spoken with an employee by the name of "******" with employee number ***** who has confirmed for me that City Furniture will not only not pick up the item but also will not refund my money. I explained to Tafari that I was told by the sales person ****** ***** at the City Furniture on ********************** in *********************** that all I would have to do is s**** the legs on and insert some of the shelves with the pegs provided. I explained to Tafari that what I was told about the product was a material misrepresentation. Tafari continued to refuse reimbursement and continued to refuse someone to pick up the pile of wood that was delivered to me. I am requesting immediate assistance with what I feel to be a complete disregard of my rights as a consumer.

  

  Business Response

  Date: 11/09/2024

  The customer was contacted and provided with 2 option,

  the custoemr can either have a tech come out and install the TV at her expense, or a reselection.  If the custoemr chooses a reselection, the process has to be completed by 11/17

  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 be responsible for the difference. There is no restocking fee, the customer must pay a new delivery charges. The technicians will remove the old pieces of furniture from the 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.

  Customer Answer

  Date: 11/12/2024

  Good Evening. City Furniture contacted me after I filed my complaint with the Better Business Bureau. They gave me 2 choices - purchase a new iitem within 3 days from them and theyll give me refund or use one of their preferred installers to put it together at my expense. I chose that because i never want to purchase another item from them.  I waited several days. He came and cannot put it together because its defective. The holes dont line up. I am demanding they pick this defective item up and return my money

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22530256
  
  Good Evening. City Furniture contacted me after I filed my complaint with the Better Business Bureau. They gave me 2 choices - purchase a new iitem within 3 days from them and theyll give me refund or use one of their preferred installers to put it together at my expense. I chose that because i never want to purchase another item from them.  I waited several days. He came and cannot put it together because its defective. The holes dont line up. I am demanding they pick this defective item up and return my money
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/18/2024

  We sincerely apologize for the inconvenience . The customer spoke with a customer Care Supervisor on 11/16/2024 and the TV stand was picked up the same day. The customer will receive a full refund to their original form of payment for the amount of Nov 3, 2024. Refunds sent as a check for debit or cash payments take ***** business days to process excluding weekends and holidays.