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.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  City Furniture

  4779 Vineland Rd Orlando, FL 32811

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
• 

  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  

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

• Initial Complaint

  Date:10/23/2024

  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.

  purchased two nightstands from City Furniture, but the delivery process has been extremely frustrating and unprofessional. They didnot show up on the scheduled delivery dates twice. the order was a backup order, due to their mistakes I ended up waiting a month and a half for the items, and they still have not been delivered.City Furniture requires customers to stay at home from 8 AM to 5 PM on the scheduled delivery day, preventing customers from working or handling other responsibilities. On the first occasion, an error made by a customer service representative that changed the delivery method, becuase he did not know that when it is change it the order get lost, which caused my order to be lost. he told me that he will cancel the delivery so I could reschedule it on pick up. T As a result, I lost my nightstands.The second time, to avoid any further mistakes, I called the store directly and clearly explained the situation, emphasizing that I could not risk losing the order again. The salesperson scheduled delivery for October 22, and I received an email confirmation, which I have attached.On October 22, I waited all day, and by 1 PM, I called to inquire about the delivery. I was told to continue waiting. By the next day, October 23, I called again, only to be informed that my nightstands were once again gone because, according to them, I didnt schedule the delivery on time. However, the confirmation email clearly states that I had until October 25 to schedule, and I had already completed the ************* is evident that there is a lack of communication and knowledge regarding the ordering and delivery process both at the store and in their customer service department. As of now, I still do not have my nightstands, yet they have my payment.I am requesting that City Furniture deliver my nightstands immediately and compensate me with a $250 credit for the inconvenience caused by making me wait for two full days and for still not having the items I paid.

  

  Business Response

  Date: 10/28/2024

  We apologize for any inconvenience and frustration this situation has caused. It is never our intention to fall short of fulfilling a customers complete order. There appears to have been some miscommunication regarding the delivery method for the nightstands. Initially, the items were scheduled for delivery, but on 9/5/2024, the customer informed us of their preference to pick up the items from our warehouse. We explained that in order to accommodate this request, we would need to adjust the order to reflect a warehouse pickup rather than a delivery, and that the pickup would only be available once this change was finalized.
  On 9/5/2024, we updated the order to warehouse pickup; however, during this adjustment, the items were temporarily unreserved, which led to a backorder status. We communicated this to the customer and offered the options of either selecting alternative items or waiting until the original items became available. The nightstands are now reserved, and the customers delivery is scheduled for 11/5/2024. We will follow up after delivery to ensure their satisfaction.

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 22464649
  
  I am rejecting this response for the following reasons:
  The company was unable to resolve my issue or offer a reasonable discount for the inconvenience and the two days of work I lost waiting for my order to be delivered. The manager explained that the system he uses, only  the manager is the only one seeing the actual delivery order, and also he saw that the order was never scheduled for delivery in real time from the sales person after the first issue. In the past, I repeatedly requested to speak with a manager, yet no one responded to my calls, it would had fixed the issue because he would notice the mistake from the store. The only time I received a response from a manager was after I escalate my complaint to the Better Business Bureau.
  I am requesting an expedited delivery date and a substantial discount on my order from more than $200.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 11/02/2024

  We are sorry you did not have the experience we wish for all of our customers.We are working tirelessly to fulfill every order in a timely manner.

  The Night stand were reserved and delivery was originally scheduled for delivery, but on 09/05 the customer reached out to us and advised they wanted to come into our warehouse and pick up the 2 Night Stands.  In making the changes the customer requested, it causing them to become unreserved and no longer on hold for the customer.   At that time the night stands went into a back order status.

  The delivery is currently scheduled for 11/05/2024. The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control, and due to this reason we do not compensate for back order.  

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22464649
  
  I am rejecting this response because: They missed one part of the history, the do not mentioned that they scheduled 2 times with not show up. I changed to picked becuase thye did not have the right information, them they told me I could not pick it up, so shecule delivery, and first time did not show up, and second time wither, I called saturday and they did not pass me a manager and told me that is going to be delivery this monday , but I have not got any email confirmation.

  Also they ofered me onoly $50 store credit, when I lost 2 days from work waiting for their furniture to arrive because their employee and sale person at the store , the same day when i called to aks why they were not here, they told me that I should be still waiting and do not leave because they will bring the furniture before 5 ******* that day.

   

  I think at least on the response they should be honest and tell that they did a mistake 2 times, because no manager wanted to help and the sale people could not see my real order, just what the system shows that was incorrect according to the manager.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:10/22/2024

  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.

  May of this year ordered a bedroom set end table dresser mirror and a memory foam bed the store manager encouraged me to spend ****** extra on an extended warranty The furniture was delivered set up after about a week the mattress was was warping crooked very poor quality the platform made of wood has sharp edges and wood slats are crooked called customer service several times also went back to the store they sent an inspector to my home he could hardly speak English he was just a stooge they sent to deny the clam its all bs they run a scam business sell you a warranty then refuse to honor if i dont get a refund going to file a law suite city furniture you **** and never ever again

  

  Business Response

  Date: 10/30/2024

  The customer purchased a Premier 13" Memory Foam Mattress (SKU: *******) on May 25, 2024, with delivery completed on May 29, 2024. On June 21, 2024, the customer contacted customer service and expressed concerns that the mattress felt too firm and appeared crooked or warped. To address this, we scheduled an appointment with A Certified Repair Specialist to inspect the mattress. According to the technicians report from ****** ******* - ***** Repair Furniture LLC on June 24, 2024, no defects or deformities were found, and the mattress was determined to meet the manufacturers standards. No further action was necessary as the mattress was deemed to be in proper condition. Please see the attached technical report and photo from the inspection.
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22458091
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  They sent some person that could not speak English and just because their inspector states it is per manufacture guide lines let me point out that the inspector is paid by city furniture the inspector does not represent the manufacture and has no idea of their guide lines based upon city furniture response we are moving forward file a law suite against city furniture for breach of contract and breach of warranty which they sold up 

  

  Business Response

  Date: 10/31/2024

  We apologize that the customer is not satisfied with the report provided by the certified repair technician. According to the technicians report from ****** ******* of ***** Repair Furniture LLC on June 24, 2024, the Premier 13" Memory Foam Mattress (SKU: *******) showed no defects or deformities and was determined to meet the manufacturer's standards.
  The customer is covered under our **************** and we would be happy to arrange another inspection in December.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22458091
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  I'm going to hire my own inspection 

  Not your company so then we will decide what the next step will be however keep in my city does not have the authority to refuse to have a third party test is fair city furniture continues to refuse to admit guilt and continues to argue that their is no manufacture deferent however city furniture is not the manufacture 

  We are moving forward with a law suit and are refuse to allow city to continue to lie and stone wall see you in court city lawyer up 

• Initial Complaint

  Date:10/19/2024

  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.

  I purchased two $200.00 pillows from City Furniture. They claimed the pillow never goes flat and offered me buy 2 get the 2nd one half off so I paid about $300.00 for both pillows. In fact, the manager, a heavy set man, at this location convinced my husband to get the 2 pillows because they allegedly never flatten. Within a month of using one of the pillows, it completely flattened out. I took the 1 pillow that had been used and the 2nd pillow, which had never been opened back to City Furniture for a refund and City Furniture refused to refund me my money. They claimed it wasn't their policy and refused to return my money. They sold me a product under the premise that "this pillow never flattens" which it even says so on the box, but then refused to refund me my money for a useless pillow that was not worth $200.00 per.

  

  Business Response

  Date: 10/30/2024

    Were sorry to hear the customer is unsatisfied with their pillows. The customer purchased two PW Harmony **** 7.5" pillows, which come with a 1-year limited warranty and a 100-day return period. To initiate a return, the customer can contact the manufacturer directly by calling ************, emailing ******************* or visiting Purples website at **************************************;
  

• Initial Complaint

  Date:10/18/2024

  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.

  We purchased a sectional with city furniture on august 30, 2024 and was delivered on September 17th and I also purchased the insurance they ********** also a reoccurring customer. After having the sectional for about a month me and my husband concluded that the sectional was not comfortable because of my ******************** and back issues, me and my husband decided to exchange not refund but exchange for something more comfortable within the same price range but we were told no exchange and no refund even if its uncomfortable and costing us severe pain. The location of the city furniture is west palm at **************************************************** I called the head quarters of city furniture and everyone was inconsiderate and I was told that they dont sell furniture for comfort. On hearing that me and my husband felt humiliated and discriminated against . We spent over 4000 dollars for this sectional and when we went to the store they were literally laughing at us like we didnt matter.

  

  Business Response

  Date: 10/30/2024

  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: 22443078
  
  I am rejecting this response because:
  I purchased the sofa over the phone and was not told that they dont do returns by the sales person. I called the sales man and ask can I exchange and he said to come in to discuss. No where did they say no exchanges. I was not trying to get a refund just find another sofa more comfortable, then I was told by the manager we dont sell sofa for furniture for comfort never heard that before . I think thats bad business and very deceitful . Im sure Im not the first or only customer complaint against these people 

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

  

  Business Response

  Date: 11/19/2024

  We understand the customers concerns however, our policy, which is clearly communicated in our showrooms, on our website, and in the information provided at the point of sale, states that returns or reselections are not permitted after the day of delivery. The customer reached out to us regarding comfort issues one month after the delivery, which falls outside the scope of our policy. We appreciate the opportunity to address this matter and thank the customer for their understanding.

• Initial Complaint

  Date:10/15/2024

  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.

  I am writing to express my frustration regarding my warranty claim for the peeling upholstery chairs purchased on May 5, 2024, under order number ******. Despite my repeated attempts to resolve this issue, I have not received the complete parts as promised. During my initial contact with the claim representative, ******, I was assured that the necessary parts would be sent to me and that a technician would install them properly. However, after a five-month wait, upon receiving the shipment on October 14, 2024, it was clear that the order was incomplete. My subsequent attempts to contact your customer service have yielded inadequate responses. On October 15, 2024, I spoke with agent ******** and requested to escalate my claim to a supervisor. I then spoke with Supervisor Nauvoon (Employee #*****), who stated that they could not assist further, claiming the parts were not covered due to normal wear and tear and were only provided as a courtesy. I was never informed that this was a courtesy, nor was my claim officially denied. The issue is with the upholstery peeling, which is not typical wear and tear.I demand immediate action to fulfill your warranty obligations and provide the missing parts without further delay. If this issue is not addressed promptly, I will escalate my complaint to the ******************************************************* and consider legal action.I expect a prompt response to this matter.

  

  Business Response

  Date: 10/24/2024

  We are very sorry the customer was not happy with the resolution provided. 

  The Customer received their order May 08, 2021, The warranty claim was submitted for all 6 chairs on 04/30/2024 for scratches and peeling upholstery in various locations of each chairs. 

  Our *************** was purchased, however it does not cover excessive damage over time, the expectation is that damage is reported when it occurs and not an accumulation of damage. We made the attempt to assist with a Courtesy part order from the vendor. We were only able to get the chair seats, which the customer received at their home.

  The customer was advised we were assisting as a courtesy on 05/06/24 prior to scheduling our Certified Repair Professional being scheduled. 

  We are willing to install the parts (chair seats) the customer received or offer a 20% discount to replace part or all of the dining room set offer is valid until 11/30/24. 

   

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22425094
  
  I am rejecting this response because:
  Thank you for your response, but I must respectfully disagree with the explanation provided. The claim was submitted as soon as the upholstery on the chairs began peeling, which I believe is a material defect, not excessive damage. The issue did not result from misuse or neglect on my part, but from a clear flaw in the quality of the materials used in the chairs.
  
  
  When I first contacted the claim agent, he agreed to order replacement parts for the chairs. At no point during that conversation did he mention that this was a courtesy as you are now stating. I was under the impression that the replacement was being handled as part of the warranty claim process.
  
  
  However, I have now received only partial replacement parts just the chair seats which is incomplete and does not fully resolve the issue. This is not what was discussed initially, and it has left me with an unresolved problem.
  
  
  I believe this issue should be addressed as a material deficiency under the warranty, and I would appreciate a prompt resolution. I kindly request that the full replacement parts be provided, or that a more comprehensive solution be offered.
  Sincerely,
  
  ********* Pachon *******

  

  Business Response

  Date: 11/19/2024

  We have conducted a thorough review of the customers complaint. Our in-home service program covers the repair or replacement of furniture with manufacturer defects in workmanship and materials. However, the claim was denied as the issue involved an accumulation of scratches and peeling over time, which falls outside the scope of coverage.
  As a gesture of goodwill, we extended a courtesy offer to the customer: either complimentary installation of six chair seats or 20% off the original purchase price toward a new replacement. Please note that this offer cannot be combined with any other promotions. The customer has until November 30, 2024, to take advantage of this offer.

• Initial Complaint

  Date:10/14/2024

  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.

  I purchased a dining room set which arrived damaged upon its initial delivery. I immediately contacted the store, and while I appreciate the willingness to send replacements, each of the four subsequent deliveries also contained damaged items. After the fourth occurrence, I was offered the option to reselect an item. However, I have encountered two key problems with this offer:1.Lack of Suitable Options: Upon reviewing the stores inventory, I found that none of the available items align with my personal taste or fit my home dcor. This limits my ability to reselect from the current offerings.2.Concerns Regarding Product Quality: Based on my experience with four consecutive damaged deliveries, I am concerned that any further attempts to reselect from this store could result in the same issue.I was initially informed that I could explore options at Ashley Furniture as part of the re-selection process. I took the time to visit Ashley Furniture and found a table that suited my needs and preferences. However, I was later informed that the store is not affiliated with Ashley Furniture, making that option unavailable.Given the repeated delivery of damaged products, the lack of alternative options that meet my preferences, and the failure to resolve the matter after multiple attempts, I must now request a refund for my purchase. I believe this is a reasonable request, as I have exhausted all efforts to find an acceptable solution, including attempting to reselect from both the store and another location based on their guidance.I kindly ask for your immediate attention to this matter and request that the refund be processed as soon as possible. I trust that you will understand my position and work with me to resolve this issue in a fair and satisfactory manner.Thank you! *******

  

  Business Response

  Date: 10/16/2024

  We apologize for any inconvenience the customer has experienced. We have spoken with the customer regarding their reselection and were able to assist them in choosing a new table from Ashley Furniture online (Invoice #604853/33). The delivery is scheduled for 10/17/2024, and we will follow up with the customer after delivery to ensure their satisfaction. Thank you for your continued patience.

  Customer Answer

  Date: 10/19/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22421001, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lillian Gonzalez

• Initial Complaint

  Date:10/11/2024

  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.

  This issue has been ongoing since March/April of this year. I don't remember the exact date since I didn't think I would be in this situation. I paid $3800 over a period of time from March/April up until recently. My initial delivery date for this furniture was late June, early July. The furniture came in the timeframe as promised but it was damaged so they stated they would provide a replacement within 4-6 weeks. The 2nd set came damaged as well. A week later the 3rd set came damaged and they provide a 4th set which was damaged as well. They refused to take the furniture out of my house even though I told them I do not want it. This is suppose to be leather and it shouldn't look the way it does. They refuse to give me refund and they told me I had a week to pick out something else. This was told to me in September. I chose something since they said I had to but then I found out the set I chose wouldn't be in until November. Last week I received an email stating the set was back in stock but at this point I just want my money back and to be done with this whole situation. In the meantime I have applied for a dispute through the credit card company but they said it would take 60 days to file. My house has been in disarray while going through this back and forth situation with the furniture company. I purchased the furniture from my local store which is in ****************** but the headquarters is in *********. The customer service has been awful and I would hate for someone else to experience a similar situation as mine.

  

  Business Response

  Date: 10/22/2024

  he customer filed a dispute through their credit card company. As a result, the items were picked up from the customer's home, and the following credits were processed on 10/17/2024:
  $3,628.40 was credited to their finance company.
  $181.02 was credited back to their **** credit card ending in 4664.
  $179.98 was credited back to their Synchrony card ending in 0108.
  Please note that refunds for credit card and finance companies typically take 7-10 business days to process, excluding weekends and holidays
  

  Customer Answer

  Date: 10/28/2024

   
  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:10/09/2024

  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.

  Subject: Request for Immediate Refund for Non-Standard and Unsafe ********* Bed from City Furniture Dear BBB Representative,I am writing to file a formal complaint against City Furniture for selling a non-standard and unsafe product that was misrepresented as a king-size bed.On [insert date], I purchased a king-size bed from City Furniture at one of their stores. The product was advertised and sold as a standard king-size bed, which should measure 76 inches in width. However, when the bed was delivered, we discovered that its width was 81 inches5 inches larger than the standard king-size mattress we had already purchased from another vendor.This discrepancy makes it impossible to securely use the bed frame with a standard king-size mattress, creating safety concerns. For instance, there is a risk of feet or limbs getting stuck between the bed frame and mattress, especially while sleeping. We contacted City Furniture about this issue, and they sent a third-party technician to assess the bed. The technician confirmed that the size is not in accordance with standard king-size bed dimensions.Despite this confirmation, City Furniture has refused to provide either a replacement or a refund. They continue to sell this product under the misleading label of a "king-size bed," although it clearly does not meet standard industry measurements. Furthermore, their website inaccurately lists the product as a king-size, despite this discrepancy, which we believe is in violation of consumer protection laws.We have attached relevant pictures of the product as displayed on their website, as well as the actual measurements of the bed we received, to further demonstrate this misrepresentation.We are requesting an immediate refund for this purchase. This bed is not only misrepresented but also unsafe for use, and City Furniture's refusal to acknowledge or resolve the issue has left us with no choice but to escalate the matter Order#****** Delivery date october 5th, 2024

  

  Business Response

  Date: 10/10/2024

  We sincerely apologize the customer is unhappy with the bed. We acted immediately on the customer's concern and scheduled a Certified Repair Professional to go out, We received the report advising the bed was measured and inspected and it is Up to Manufacture's standards. This is a Platform bed and is manufactured to have some space on the sides for bedding. The space is minimal if the mattress is centered.  I have attached the Technician report. 

• Initial Complaint

  Date:10/09/2024

  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.

  Date of transaction: July 12, 2024 Our salesperson, Vlovaz, sold us a ****** Queen ***** Bed with the 2 storage footboard. I asked many questions, one of which was if everything would be functional. She insisted my order would functional. Upon delivery, the delivery team started the assembly process. They quickly realized the 2 storage footboard WAS NOT COMPATIBLE with the ***** Bed headboard. The rails did not fit, so therefore, the bed could not be assembled. The delivery team themselves stated this was a common occurrence with the sales team. They said often times, the sales team doesn't know the products. Our order was taken with the delivery team and we were left SLEEPING ON THE ***** until a NEW AND CORRECTED ORDER could be placed. The incorrect order total was $1300.92 Our new order was for a ****** Queen ***** Bed with a normal footboard (not a 2 storage footboard). This new order total ****** I have made several attempts to receive a corrected invoice statement. I have called the Ashley Furniture Store numerous times, each time talking to different people. I have reached out to our salesperson many times. I called and emailed her. She kept insisting the invoice would be corrected. I even called the store and asked to speak to the General Manager. I was then told "we have many General Managers". What kind of response is that? All the while, I was never given the option to speak to one of their "many General Managers". As a first-time customer, I am appalled by the customer service that I am receiving. I am ONLY ASKING FOR MY CORRECT INVOICE TOTAL that I was promised by my salesperson Vlovaz. My wife only received the initial statement. She has not received any more statements. She has already made 2 payments of $62.Ashley Furniture has not responded to my many attempts to receive a corrected statement. At the meantime, we are currently paying for a product that is not correct and that has been returned to the store.

  

  Business Response

  Date: 10/16/2024

  We regret to hear that the customer encountered issues with their purchase. The customer initially purchased the ****** beds on invoice #******, and the beds were delivered on 7/13/2024. Upon delivery, it was discovered that the storage footboard was not compatible with the rails for one of the beds. The customer worked with their sales associate to order a standard ****** bed without the storage rails, and a new order was placed that same day, with delivery completed on 7/18/2024 (invoice #******-45).
  On 8/1/2024, the customer contacted our **************** Team, stating they had been told they would receive a free foundation and free delivery. However, there was no promotion at the time offering a free foundation with the purchase of a bed frame. The customer initially paid $1,349.92 for the purchase on invoice #******-45. When they decided to switch to the standard bed, we created a credit for the return of the storage rails and footboard, totaling $778.96, which was applied toward the new invoice (invoice #******-45). The total for the new bed was $734.06, and the remaining balance of $44.90 was credited back to the customers Synchrony Credit Card ending in 1987 on 9/3/2024.
  If the customer would like to request copies of the invoices for all transactions, they can do so at the showroom. For any further concerns, they are welcome to contact us at ************ or via email at ***************************************** Thank you.
  
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22398810
  
  I am rejecting this response because:  The message from CITY Furniture states that the new and corrected invoice #******-45 total is $734.06.  I have attached our latest Synchrony Credit card statement.  As you can see, we are still being billed the INCORRECT amount.  Our statement balance showing is $1176.92 after making two payments of $62.  Please correct our statement.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/22/2024

  We regret that the customer did not have the experience we strive to provide for all our customers. We aim to be clear and transparent about  what to expect charges  on your statement .On invoice #******-45, the customer charged $1,300.92 to their Synchrony credit card on 7/15. A new invoice, #******-45, was created for a ****** Panel Bed and a 9" foundation, totaling $734.06. On the same day, the customer was credited $539.28 (credit: ********** for the returned ****** storage bed, and amounts of $441.28 and $53.10 were credited to invoice #****** for the new Panel bed, totaling $494.38. Additionally, credit: 017221-45 for $239.68, applied to invoice #******-45, covered the return of the ****** sleigh rails. The customer retained the headboard from the original order, as only the sleigh rails and storage footboard needed to be exchanged to convert the bed to a panel bed, while the headboard remained the same. The headboard on invoice #******-45 was priced at $349.99 plus tax.

  Here is a summary of the charges and credits:
  July 12, 2024: $1,349.92 - Initial charges for ****** footboard, storage rails, and headboard.
  July 15, 2024: $734.06 - ****** Panel footboard, panel rails, and 9" foundation.
  July 15, 2024: -$239.68 credit for storage bed rails (picked up on 7/18) and applied to invoice #******-45.
  July 15, 2024: -$539.28 credit for storage footboard (picked up on 7/18) and applied to invoice #******-45.
  September 3, 2024: $44.90 credited back to the customer's Synchrony card ending in 1987.
  Its important to note that the customer paid for the headboard, which was not returned on the original invoice (priced at $349.99 plus tax), and the foundation ($220.00 plus tax) on the new invoice.

   

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22398810
  
  I am rejecting this response because:  I have read and fully understand the numerous credits and charges that the Ashley Furniture store made.  What is clear to me is that these numbers DO NOT reflect the present-day balance picture and statement that is shown in MY ATTACHEMENTS.  I would like the General Manager to look at my statement and present-day balance picture to see the difference.  What is also important to note is that we have already paid $62 x 3 for the three statements that we have received.  I would also like to highlight a previous statement from the Ashley Store.  It was stated that we said, "we would receive a free foundation", but the store said "there was no promotion offering a free foundation with the purchase of a bed frame" at that time.  This is a very big misconception.  OUR SALESWOMAN TOLD US THE MANAGER AGREED TO LET US HAVE A FREE FOUNDATION DUE TO US HAVING TO SLEEP ON THE ***** MANY DAYS DUE TO BEING DELIVERED AN INCOMPATIBLE BED. (SHE SOLD US A BED CONTAINING A HEADBOARD THAT DID NOT FIT THE ***** OR THE FOOTBOARD).  The foundation was offered to us due to the terrible inconvenience caused by the saleswoman's error.  I called her many times to obtain a full and complete breakdown of expected charges that would reflect on my Ashley Synchrony Statement.  The following is A CLEAR EXPLANATION that was promised to me by my saleswoman:

  $699.99 ****** Panel Queen *** which includes the Panel Headboard, footboard and rails (THIS IS THE PRODUCT PRESENTLY IN OUR ROOM AND WHICH WE SHOULD PAY FOR)

  $149.00 Delivery

  $64.39 Taxes

  $120.00 3-year warranty

  ------------------------

  $1033.38

  -$50.00 promotional coupon given to us by our saleswoman for first time buying at Ashley Furniture Store

  ============

  $983.38 EXPECTED BALANCE TO BE SEEN ON OUR Ashley Synchrony Statement (Again, minus the three times payments of $62 which we have already paid)

  Obviously, our expected and promised numbers DO NOT REFLECT what is shown on our Ashley Synchrony Statement.  I am asking the General Manager to look at my EXPECTED and PROMISED number breakdown.  It is very clear and simple and should be shown on our Synchrony Statement.  Our numbers reflect our product that we have and the free foundation that was promised due to the terrible inconvenience of having to sleep on our floor for many days without a bed, all due to our saleswoman selling us a bed that was incompatible.

   

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

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we bought this couch the sales man Sales Associate: ***** ***** (*****************************************************************)Location: Hollywood Showroom Phone: ************ let us know that it has 3 year warranty against anything, any ripes or tears no questions asked also we let him know we have dogs and he said it's fine it scratch proof and covered.i put in a claim for the back of the sofa rubbing on the wall and it becoming becoming damaged and they didn't wanna cover it. he finally said he will cover it but they lied to me about everything !! Warranty claim ******** .

  

  Business Response

  Date: 10/07/2024

  We regret that the customer did not have the experience we strive to provide. On 10/6, the customer filed a claim stating that the back material of their leather sofa had peeled and ripped. After reviewing the pictures provided, we informed the customer that this issue is not covered under the In-Home Service Plan, as it is not considered a manufacturer’s defect. The damage appears to result from normal wear and tear, which falls outside the scope of our warranty.
  However, as a gesture of goodwill, we offered the customer a courtesy service appointment scheduled for 10/11/2024. If the sofa is deemed unrepairable due to its condition, no further action will be taken. Our In-Home Service Plan covers repairs or replacements for manufacturer defects in workmanship and materials.
  Please review the attached documents for the warranty's terms and conditions. Thank you for your understanding.

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22389477
  
  
  
  I am rejecting this response because: I spent 3K on this couch and your salesman gave us false information just to make a sale, it is unlawful to give fake/false information to get a product sold. 
  
  
  
  Sincerely,
  
  
  
  Dania Telleria

   

  

  Business Response

  Date: 10/10/2024

  Our sincerest apology about any miscommunication regarding our In Home Service Service, In addition to our sales Rep verbal explanation of our services, upon purchase the customer receives our written terns of all services we offer. 

  Despite any miscommunication we have our Certified Repair Professional scheduled to repair the sofa on 10/11/24,