Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

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

  
• 

  CITY Furniture, Inc.

  5250 W 20th Ave Hialeah, FL 33016-2004

  
• 

  CITY Furniture, Inc.

  2671 NW Federal Hwy Stuart, FL 34994-9317

  
• 

  CITY Furniture, Inc.

  1070 Bichara Blvd Lady Lake, FL 32159

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

• Initial Complaint

  Date:11/07/2024

  Type:Order 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 purchased a sectional sofa from City Furniture in January of 2023. On one of the recliners the board has broken in the foot rest and the stain on the leather is wearing off. We are 70 years old and take care of our furniture and feel after spending over $3000 on sofa that is about 1 1/2 years old should not be having these issue with quality furniture.

  

  Business Response

  Date: 11/11/2024

  We sincerely apologize for any inconvenience. 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.
  However, as a goodwill gesture, we would like to offer the customer 50% off the original purchase price toward a new replacement. Please note that this discount applies only to the damaged SKU(s) of the sectional and cannot be combined with other promotions. This offer is valid for 30 days and will expire on Wednesday, December 11, 2024.
  The customer may visit any ********************** or ******************** locations south of **********, **, where a sales associate will be happy to assist with the new purchase.
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22526972

  In response to City Furnitures offer to give us 50% off to replace the piece that is damaged, we are rejecting this offer based on the fact that the reason the stain is coming off the couch is that my husband spilled a full glass of milk on the head rest, which was covered by a cloth cover, and we did not realize that the spill had gone through the cloth cover.  The next day I removed the cloth cover to wash it and noticed that the stain was coming off in the area where the milk was spilled.   There are drip marks going down the area where the milk was spilled and under the seam.  City Furniture denies our claim stating that it is not a result of the milk being spilled but a result of wear to the couch from my husband's head.  However, the stain is not in the area where his head would be located on the head rest.  We did ask City Furniture to send a 2nd tech to our house, so we could show them that the stain does go under the crease of the head rest, where it could not be worn off by body contact. 
  The other issue is the foot rest which broke when my husband put his foot on the foot rest.  City Furniture says that this would be covered normally, but because they cannot resolve the issue with the head rest, which they are saying is not covered under the warranty, the will not fix the foot rest.    
  In further response to City Furniture, the rest of our couch is in great condition and has no wear issues as further proof that we have not abused the power sectional sofa, as they have claimed to us.    
  In the extended Warranty Contract from City Furniture it states Accidental damage to Fabric, Leather & Vinyl is covered.  This was an accident and not due to wear.  It further states in the contract that If the covered product (1) cannot be repaired; (2) if the cost of the repair exceeds the original purchase price; or (3) if the parts are no longer available or are discontinued by the manufacture, the covered product will be replaced with a product of similar quality and features as determined by the Administrator,not to exceed the purchase price of the covered product, excluding sales tax,delivery and installation cost. 
  We have been informed by City Furniture that our ************************* sectional is no longer carried by the manufacture, so to accept a 50% discount on a replacement could not be possible.  We originally just wanted them to fix the issues, but based on the fact they are unwilling to work with us and the sectional is no longer available, we are requesting the power sectional sofa be replaced, seeing the power seat where the damage is, cannot be replaced due to the item being discontinued. 
  We are asking that City Furniture honor the Extended Warranty that we have with them as this is all due to an accident which is clearly stated in the Extended Warranty Contract.   
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 11/12/2024

  We apologize for any inconvenience regarding the customers leather sectional. Upon review of the technicians report from 10/31/2024, it was determined that the peeling on the sectional resulted from heavy usage and is considered excessive wear rather than a manufacturer defect. This type of damage develops over time with regular use and is not covered under our warranty policy, which applies only to manufacturing defects. Therefore, we are unable to approve this claim. As a final offer, we are extending a 50% discount on the original purchase price toward a new replacement. This discount applies only to the damaged SKU(s) of the sectional, cannot be combined with other promotions, and is valid for 30 days, expiring on Wednesday, December 11, 2024.Please refer to the technician report and pictures attached. Thank you .
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22526972
  
  In response to City Furniture, we decline there offer, as this,again, was not from over use, and was from spilled milk, which was an accident..We have told them how this happened, and we feel they are avoiding our complaint so they do not have to pay our claim.  Again, the rest of our power sectional is in great condition and the whole set is used in the same way, plus we put covers on the couch to keep it in good shape.   We also feel the Tech made up his mind without  any further investigation and did not ask us how this actually happened. 
  As stated previously, my husband spilled a whole glass of milk, and we thought the couch was protected until the next day, when I took the cover off to wash it, and I noticed the drip marks on the couch and reported it.  If this was a result of our over usages, we would not be going to this extent to try to get the issue resolved.  Our set was purchased in January of 2023, and wear issues should not be a problem at this point in time.   
   As a reputable company, we feel that they would try to resolve this issue and not be just offering us 50 percent off on a piece that is now discontinued.  This does not resolve our issue which should be covered under our Extended Warranty. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service 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 contacted City Furniture eight months ago regarding a quality issue with a leather sectional I purchased, which is covered by an extended warranty. Over the past 72 hours, I've made multiple attempts to reach customer service, specifically requesting to speak with a manager each time. Unfortunately, I've been placed on hold for over 30 minutes each time, and a manager has never been available. I was assured I would receive a call back within 24 to 48 hours.After my initial request, a manager did return my call, but the call dropped, and I received no further follow-up. I called back the following afternoon, but I am still waiting for a manager to respond. The customer service at ********************** has been extremely disappointing, showing little regard for loyal customers, and they have consistently failed to provide the necessary assistance.

  

  Business Response

  Date: 11/11/2024

  We sincerely apologize for any inconvenience caused. Our Communications Team spoke with the customer on November 7, 2024, regarding their warranty claim. The customer informed us that the console lamp on their sectional was broken, and there were stains on the headrest and back of their power recliner. At that time, we offered to set up a service visit to address these issues and requested photos of the stains and discoloration on the sectional for further assessment.
  We reached out to the customer again today, and they confirmed that they would be able to send the pictures later this evening. We advised that once we receive the photos, we will review them and follow up with available options.
  The customer has been provided with Case #******** and was asked to email us directly at ***************************************** We will reach out as soon as we receive the pictures to discuss the next steps. Thank you for your patience as we work to resolve this matter.

  
  

• Initial Complaint

  Date:11/05/2024

  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 April 2022 I purchased an outdoor set and a sofa from City Furniture. At the time of delivery which was delayed 2 months, the items that were delivered had two pieces that were damaged. During the chat of reporting the damage I was offered options which included returning the product for replacement or a financial compensation that may be used within a certain time frame. I explained via the chat to the agent that the time frame was too short and I wanted to get the product replaced. He stated that due to covid delays it would take a long time and that they would honor my credit at any time regardless of date. Similar to what BB&B does with the coupons. I chose the credit and called several months later once construction was finished to purchase a new item. City Furniture declined the credit even though I had the screen shots of the conversation. At the time of purchase City Furniture offered insurance for my products. I called yesterday to report the disintgration of the filling in the cushions. They explained that it was normal wear and tear. I confirmed that it was not, several cushions were in tact and these cushions disintegrated within the casing. I also reported stains on the fire pit. They sent an agent that was supposed to come on Thursday, he came today instead after texting me last night. Very unprofessional in the way he addressed us and right from the entry said that they do not cover this and only cover stains on the actual exterior of the cushion. He stated that they did not cover stains on the fire pit or any malfunction. I do not understand what the purpose of the insurance was when everything that is wrong is not covered. I spent $12K on products that I believed were quality product and backed by the reputation of City Furniture to be completely blown off when asking to speak to a supervisor. This is the first time that I file a complaint and I hope this is the last. I just feel that this is not right by any means.

  

  Business Response

  Date: 11/12/2024

  We apologize for the difficulties the customer encountered when attempting to redeem their gift certificates. The customer was issued a gift certificate on 6/4/2022 for $335.00, which expired on 7/19/2022, and another gift certificate on 4/22/2022 for $370.00. On 4/17/2023, the customer contacted us, expressing that they had been informed we honor expired gift certificates. Unfortunately, this is not the case. Gift certificates expire 45 days after they are issued, and once expired, they cannot be reissued.
  Gift certificates can be redeemed at any City Furniture-affiliated location, including Ashley Showrooms in areas south of **********, ******, and ***************. We advised the customer that, in some cases, the Showroom Manager may have the discretion to apply the expired certificate amount toward a new purchase, though the gift certificates themselves are no longer valid. When gift certificates are issued, they include the expiration date, ensuring transparency regarding their usage period.

   

   

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22518708
  
  I am rejecting this response because: when I called I submitted the images of the service representative confirming that due to Covid the expiration dates were not being followed and the certificate would be honored. In my originally chat (I never spoke with the agent everything was via chat) I said that I did not want the certificate because of the date  he stated that it was taking long to replace the items because of Covid.  I understand that the agent was incorrect but City Furniture should honor the promise made by the agent  
  

  I included in my original complaint the fact that the insurance for the stained unit and the filling disintegration is not being honored which was also stated as being covered. 

  Sincerely,
  
  ******** ******-*******

  

  Business Response

  Date: 11/25/2024

  We completely understand the customers concerns and appreciate their feedback. Please note that we make it a priority to inform customers that gift certificates expire 45 days from the date of issuance. This expiration policy is clearly outlined on the gift certificate emailed to the customer.
  For reference, we have included a sample of the gift certificate voucher as an example. While the certificates themselves are no longer valid, a Showroom Manager may, at their discretion, apply the expired certificate amount toward a new purchase. We apologize for any inconvenience this may have caused and encourage the customer to reach out to their nearest showroom for further assistance.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22518708
  
  I am rejecting this response because: you are City Furniture. Your main department is the one that made the error. Why would you want to put this on the show room? I can 100% understand what I read. You seem to not understand what I am saying or backing up your colleague or backing up your guarantee for insurance. My claim for insurance is legitimate and within the ****. I dont understand why you offer solutions that you will not back up. 
  
  Sincerely,
  
  ******** ******-*******

• Initial Complaint

  Date:11/05/2024

  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.

  My family purchased a sleeper sofa with storage from City Furniture on 11/6/23 for $2,254.12. We purchased the 3 year stain treatment and the purchase included a one year warranty. In August 2024, I paid $50 for technician to come to my house to look at two back cushions that were attached by zipper but the zippers broke. The technician fixed one but was unable to fix the other. I agreed to pay $79.99 for a replacement piece of the armless pull up sofa piece. On Friday 11/1/24 my husband received the delivery of the replacement piece. The delivery crew said if there were any issues, call within 24 hours and they would take care of it. They left and when my husband sat on it, he sunk down. The cushions are sinking and the sleeper part will not push all the way in unless we force the cushions up. I called right away that day to report this. I was told Im so sorry we will get someone there. We scheduled a tech to come on Monday 11/4. The tech who came declared that there was nothing wrong. I spoke with him over the phone explaining the issue and he claimed that that is what happens. I said absolutely not because our old couch didnt do that. I spoke with someone from the escalation department all through the day on 11/4. And they kept telling me that there is no issue. I sent pictures and video of the issue. I went to City Furniture that evening to show them the pictures and video and explain the issue. They acknowledged that there is an issue. They said they were going to try everything they could but their hands were tied and their supervisor continued to deny the claim. No one would buy this couch if it was sold like this. This is so upsetting. My family, especially my children are so upset. This is where we hang out, watch movies, have sleepovers. You cant sit comfortably, you sink below the pull out part of the lounger. That is not the way this is designed. They continue to tell me that I cant speak with a supervisor. They have denied me.

  

  Business Response

  Date: 11/06/2024

    We regret that the customers experience did not meet our standards. We strive to provide clear and supportive assistance for every customer and apologize for any inconvenience caused. After careful review, we must inform you that the claim has been denied. The customers armless sleeper was exchanged on 11/1/2024 due to a broken zipper. Later that day, the customer reported a sinking issue in the middle of the sofa. We promptly scheduled a service appointment for 11/4/2024, where a certified technician inspected and adjusted the pull-out sleeper. As per the technicians report, the sleeper is functioning as intended and meets manufacturing standards. The customer was shown how to pull the tab up and out if necessary. After speaking with our escalations department and social media team, we confirmed that there is no defect. Therefore no further action will be taken. We have attatched the technicians report and picture from the day of the inspection We appreciate your understanding. 
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22518582
  
  I am rejecting this response because: the issue was not that the sleeper portion gets stuck. Those were never the words I said to the technician. It was that when you sit/lay on the couch, it sinks in below the sleeper portion. What the technician claimed was the issue, is completely false and inaccurate. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/14/2024

  Sorry for the inconvenience caused, we have received  additional information supporting the customer's claim at our Corporate location. The customer was assisted with an exchanged scheduled Sat 11/16, our team will follow up to confirm the customer's satisfaction with the exchange. 

  Customer Answer

  Date: 11/15/2024

   
  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:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5th I contacted ******* at **************** City furniture letting him know that my daughter's bed was put together improperly and it was damaged. I was able to ho into the store to reselect a bedroom set. Well the order was never submitted completely. I spoke with *** (manager) he stated the bedroom set of my choice was backordered and would be delivered October. The date has changed so many times and I have yet to receive the bed. I have been calling the location for 2 days they have been screening the calls not allowing me to speak with a manager as I requested.

  

  Business Response

  Date: 11/05/2024

    We apologize for the inconvenience this delay has caused. Our sales management team has been alerted to the issue and is actively monitoring the order status. We are committed to resolving any concerns as quickly as possible. Our customer service team connected with the customer on November 4, 2024, to offer an option to reselect a bed that is currently in stock. The customer is welcome to visit our showroom, where a sales agent will assist with the reselection using the amount paid from the original invoice will be applied toward the new item(s), which should be of equal or greater value. We appreciate the customers understanding and patience.  
  
  
  

  Customer Answer

  Date: 11/20/2024

   
  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:11/03/2024

  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 recently ordered furniture from City Furniture and, while the products themselves were great, the customer service experience was awful. Our furniture was delivered as scheduled, but I was told that the furniture can only be built a certain way which is not how I envisioned. I later measured the space and noticed that there is ample space to have my furniture built the way I wanted. I reached out to City Furniture within less than 6hrs of the delivery to request help in rearranging the pieces, as my family and I were unable to move them ourselves. Unfortunately, the response from customer service was far from helpful. As someone who buys a lot of furniture Ive never had such an unpleasant experience with such a simple solution. If youre thinking about buying furniture I would definitely recommend elsewhere.

  

  Business Response

  Date: 11/04/2024

  We apologize for any disappointment with the recent delivery. We spoke with the customer today regarding the sectional configuration and have scheduled a certified repair specialist to visit their home on 11/6/2024 to address the issue. Well follow up after the service appointment to confirm satisfaction. Thank you for your patience.

  Customer Answer

  Date: 11/20/2024

   
  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,
  
  Yasimi ********

• Initial Complaint

  Date:11/01/2024

  Type:Order 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 purchases 2 sofas with 3 years of warranty at city furniture on May 10, 2024, but after six months , but after 5 month of having the furniture i Realized they have a damage on the sofas and the spots. I called city furniture at the warranty department and explained the issue with my sofas but the denied to send someone to clean, repair or replace the sofas, I sent a letter with pictures showing the damage and the spot of the sofas but they denied again to send somenone to fix this issue. I believe this is reasonable request to repair or replace my sofas I have exausted all efforts to find a solution . We are sad because we work hard to buy these furniture , but now they look like old furniture. BBB agencies we need your help to resolve this issue. We really appreciated. Thank you so much

  

  Business Response

  Date: 11/02/2024

  We apologize for the inconvenience the customer has experienced.
  on 07/12/2024 the customer submitted a cases stating the sofas are pilling. we advised pilling is not covered under the vendor warranty. 
  on 11/01/02 the customer called in to report a stain on the armrest of one of the sofa.  The customer does not know what kind of stain it was, or when did not stain occurred.  As a part of the stain removal only certain stains are covered, ( please see attached stain removal pamphlet) and all stains needs to be reported within 5 days.  
  The customer was assisted with a courtesy stain removal kit that will be mail to the customer.  If the stain removal does not work we can do a courtesy cleaning service appointment.

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22502946
  
  I am rejecting this response because: As you see the photo of these sofas after six months purchased all the stains on the sofas ,they I have to send someone to removed all the spots .
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 11/06/2024

  As you can see the photos of the sofas the little dark spots all around the seat both sofas and spots. I just bought, I called them to complaint about these issues but they don't want fix it. I need you help please. thank you so much.
  
  

  Customer Answer

  Date: 11/07/2024

  Thank you.

  Customer Answer

  Date: 11/11/2024

  I sent the photo my damages sofas.thanks again.

  Customer Answer

  Date: 11/13/2024

  I am sending you the photos.

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I puchased this table in June to be delivered in July 31, 2024. Upon arrival the table base had a manufacturer error and wrong color. I was rescheduled for a redelivery a month and a half later only to be cancelled the day of. I then find out a month later the table is back in stock and i wasnt even notified. When the redelivery occurred i got a scratched up, chipped up and dented piece only for the delivery driver to mess it up more by attempting to color match it with a different color. Its insane the headache ive had over this item and poor customer service by **********************

  

  Business Response

  Date: 10/30/2024

  We apologize for the inconvenience the customer experienced with the table. An exchange has been arranged for the correct color table base, with delivery scheduled for 11/02/2024. We will follow up after delivery to ensure satisfaction. Thank you for your patience.

• Initial Complaint

  Date:10/29/2024

  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 placed an order on July 15, 2024 for the "Savannah ***** 72" ** Stand." It was due to arrive on September 24th, which we were okay with because the rest of our furniture matches this set. We waited 2.5 months, and it was delivered on Wednesday September 25th; however the ** stand that was delivered was not "finished"/completed as per the online site order. (It was not stained, it was completely white instead of the ivory color, there was hardware on the sides instead of the finished sides, and the "feet" were missing on all four sides). I made a claim that day. I was contacted by someone from customer service, *****, and my husband was contacted by someone else from customer service. We discussed getting a different ** stand, but it was almost double the price, so we decided against it. My husband was told that City Furniture did not have any "Savannah ***** ** stands in stock, and we would have to wait awhile for more to come in, and even then we would be at the bottom of the list for getting one." Due to not having an idea of when more would arrive, we asked for a refund. We never received it, I called twice, no one called back. The third time I called, a week later I asked for a replacement since I could see the stand was available online. I was told someone would call me back. No one called me back again. A week or two later I called again (still no money back); so again I asked for the replacement. I was told the refund never went through and they just processed it, and I would have to re-purchase the ** stand for full price (it was 10% off when I ordered it). I asked for a supervisor and they said "they weren't sure why I never got my money back or why it was processed today instead of the replacement I asked for." I was transferred again to a customer service agent (******) who was told by her supervisor that I could get $40 but that was it. All I want is to pay what I originally paid for the item I ordered over 3 months ago; it matches all our furniture!

  

  Business Response

  Date: 10/30/2024

  We regret to hear that the customer was unsatisfied with their TV stand purchase. The Savannah ********** is available in two colors, White and *****, but at the time, the ***** option was on backorder. We offered a reselection for the ******** stand, applying the original purchase amount toward the new item. Typically, we schedule the reselection and pick-up on the same day; the TV stand was retrieved from the customer's home on October 3, 2024. A refund for the TV stand, totaling $770.36, was processed to the customers **** ending in #**** on October 15, 2024. The customer may now place a new order for the Savannah ***** 72" TV stand at their convenience. We apologize for any misunderstanding.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22486740
  
  I am rejecting this response because:
  There was no resolution made by City Furniture. I purchased the Savannah ***** ** stand; the item that was given to me after 2 months of waiting had multiple issues (not just the color). I do not want to pay full price for the tv stand, it is now full price. When I originally purchased the item it was 10% off. Why should I now pay full price because I was given a damaged item originally? I asked for an exchange and I was told I couldnt. After almost 2 weeks I called and asked for ** exchange; instead they refunded me that day. I want the ** stand for the original  price that I paid for it! $719 plus tax= $770.36 (attached is the price I paid, and the price it currently is). 

  Sincerely,
  
  Ashley ******

  

  Business Response

  Date: 11/06/2024

     We regret that the customers experience did not meet our standards. We strive to offer clear and supportive assistance to each customer and apologize for any inconvenience caused. Our online sales team reached out to the customer and honored the previous price for the TV stand. A new invoice was created, and delivery is scheduled for Friday, November 8th (invoice #*****-15). We will follow up after the delivery to confirm satisfaction. Thank you for your patience.
  

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a sectional sofa on January 8, 2024. The company offered their 3 year stain removal plan for an additional premium. Minimal details about the plan were given. We had a stain incident on a Sunday, and manage to reach out to the company the next Saturday, since I had a busy work week. They stated that the stain had to be reported within 5 days of occurrence in order to be under the plan, but as it was the first claim, they would provide a courtesy visit to take care of it. The company manage to get there technician out the Friday following the call, September 27. The stain was about 4 inch in diameter, in between two seat cushion, so he had to treat both of them. The technician mentioned to allow 24hours to dry and so we did. We allow a couple of days to see the results. Now comes beginning of October, two major hurricanes hit the area, plus my significant other gives birth to our baby boy on *********, so we had a busy start of month, therefor the sofa was the last of our worries at the time. Comes yesterday October 21, and we see that the treated area is showing signs of heavier stain all across the treated area, for which we submit an email claim for the new stain. No response for 4 days, to which today October 26 I called the company. They stated as the original stain was not notified within 5 days, the new stain does not fall under the removal plan, to which I replied that the new stain was caused by their technician, us being not at fault. City re-stated nothing the could do. Now we have a stained sofa piece, courtesy of the city technician, and no way to resolve it under their stain removal plan we paid for.

  

  Business Response

  Date: 10/30/2024

    We regret to hear that the customer has experienced issues with their sectional. On September 21, 2024, the customer reached out to our customer service team to file a warranty claim for a stain. They reported that the stain was caused by pet urine between two seat cushions on September 14, 2024, with an area approximately 12 inches wide. Although this was reported beyond the 5-day window required for stain claims, we arranged a courtesy cleaning on September 27, 2024. Per the technician's report, the stained area was cleaned, and the customer was advised it would take 48 hours to dry. Attached are photos and the technician's report documenting the work. Since the claim was submitted outside the required timeframe, this cleaning was provided as a courtesy, and no further action will be taken. Thank you for your understanding.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22478159
  
  I am rejecting this response because:

  As mentioned in you report, the original stain was approx 12 inch in diameter. After technicians service and dry time the stained area grew to full extent of both cushions, as shown in the provided reference pictures. As mentioned the request comes "outside" the reporting timeframe, due to adverse weather events and life changing event which delayed our response time. The main point tried to express here is, original stain 12 inch diameter vs technician service stain magnitude. A cleaning services could potential resolve the stain, which was the outcome forseen on the weekends call to your service team. A potential cleaning service could encourage future loyalty business, instead of providing a bad taste of provided services.

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

  

  Business Response

  Date: 11/05/2024

  We sincerely apologize for any inconvenience. After a thorough review, we regret to inform you that, unfortunately, the claim does not meet the criteria for coverage. However, we would like to offer you 30% off your original purchase price toward a new replacement, along with complimentary premium delivery. Please note that this offer cannot be combined with other promotions and is limited to 30% of your new purchase total. Youre welcome to visit any City Furniture or Ashley Furniture  south of **********, **, where a sales associate will be happy to assist you with your new purchase.