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:10/09/2024

  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,

• Initial Complaint

  Date:10/02/2024

  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 over $10,000 of sofas and more with extended warranty, the extended warranty expired in May 2024.**** was a manufacturer defect and City Furniture came out to repair it 2023 but it was never fixed correctly. City Furniture was supposed to fix it and I followed up again in April during the extended warranty and City never completed the service. I again called in Oct to finish the service and now City is stating they can not complete the service because the warranty expired now. City said they received my claim reported in April and were going to fix the issue but they never did. Now when I followed up they said it was now too late. This is terrible service not completing my reported claim knowing my extended warranty was going to expire soon. I want City to complete my claim request and fix my sofa that was never made correctly when I purchased it.

  

  Business Response

  Date: 10/03/2024

  Hello,
  We have assisted the guest with multiple claims regarding their power reclining sofa.
  The first claim involved a gap on the left side of the sofa. A technician was scheduled in January 2023, and they made the necessary adjustments while also ordering replacement parts. Once the parts arrived, the technician returned to install them. After installation, however, the guest reported that the headrest was not functioning properly.
  In March 2023, a technician visited again and successfully made further adjustments to fix the headrest.
  The final call was made in April 19, 2024, when the guest reported that their power cord had been damaged due to their pet chewing on it. Since this type of damage is not covered under the manufacturer's warranty, and the warranty had already expired by April 10, 2024, the guest purchased a replacement power cord at their own expense.
  We have contacted the guest to inform them about the expired warranty and provided information on additional options available at their own expense.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22369786
  
  I am rejecting this response because: The sofa was never repaired successfully in the service visits and still not working correctly. It never was fixed which I stated on the multiple calls to city customer service line even before my warranty expired. My last call they said the extended warranty expired and I had to pay to fix it.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/11/2024

  We apologize for any inconvenience and frustrations this has caused the customer.

  On 12/20/2022 the customer called us to advised the sofa had gaps, the tech went out on 01/05/2023 and advised the sofa do needs 2 mechanism for sofa to fix the gaps
  on 02/24  customer called us to let us know that the parts were received 
  we went out on 03/03/2023 to installed the parts, on the same day the customer called us back to advise the parts were install and now the headrest was not working properly.
  on 03/06/2023 we sent out a tech to adjust the wires for the head rest, which was resolved,and no other calls were made to report any additional issues.
  on 04/19/2024 (over a year later) the customer called in to advised the dog chewed the wires.  we advised the customer this was not covered under the warranty, and the damaged parts would have to purchase as parts separately, which was done on invoice # ******.  At this time no other issues were reported.

  on 10/02/2024 customer called in to advise both the love seat and the sofa were having issues, at that time we advised the customer that the warranty has expired and we provided a phone # for a 3rd party tech at the customers expense.  
  From the time we went out on 03/06/2023 to repair the headrest  the customer did not call back to report any issues until 10/02/2024 when the warranty has already expired.  

• Initial Complaint

  Date:09/30/2024

  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 a sectional on 8/26/24 the it was delivered there was a noticeable gap on the couch per City furniture policy they can take it back at time of delivery with restocking fee at which I did and the driver refused and said someone will come to look at it. When I went back to the Show room I spoke with a new sales person as my previous sales person had already left her job within the week of purchase. The new sales associate allowed me to reselect a different living room set and took payment and told me her system was down and once it's been processed will reach out to inform me of delivery. I never got a call she ignored me to weeks finally a month later and multiple calls later speaking with other associates a "technician" came out to see if the couch has issues which is does (the gap) but I was told he was coming to make sure it had no issues so it could be swapped out with the new purchase when I had already paid for. Then after contacting customer service after not hearing back for a couple days I was told I was rejected for a re-selection which I already paid for and payment has been processed! The "higher" up customer representative ******* said she would call me with an update to see if anything could be done and I waited 2-3 days no problem, she called once while I was busy at work left a voicemail and since then I've sent 2 emails and called multiple times with no luck to even get a representative on the phone. She has not called me back. Now I'm being told That's how the sectional looks and it's normal to have gaps and I have to take it as is even though the same sectional does not have that gap in store. This company is ridiculous, they refused to take back the sectional when delivered they refused to honor the reselection that I paid for and now they refuse to call me or take my call or email me back after saying they can try to send a different technician.

  

  Business Response

  Date: 10/02/2024

  We regret to hear that the customer did not have the experience we strive to provide. After delivery, the customer contacted our service team regarding gaps in their sectional. We scheduled a service appointment for 9/23/2024 with a certified repair specialist to address the issue. According to the technicians report, the pieces of the sectional were connected, and the gaps were determined to be normal with no defects found. The technician confirmed that all parts of the sectional met manufacturer standards.
  Following the report, we informed the customer, who then expressed a desire to return the sectional. We strive to be transparent about our policies, which do not allow returns or reselection after furniture has been delivered or picked up. Customers are encouraged to view, touch, and measure their orders in-store. Orders can be canceled one or more days before the scheduled delivery date, though cancellations on the day of delivery incur a restocking fee.
  Our return policy is available at: Return Policy. For further questions or concerns, the customer may reach us at ************ or by email at ****************************************************************.
  Please find the technicians report and photos of the sectional attached. Thank you for bringing this to our attention, and we appreciate your understanding.

   

• Initial Complaint

  Date:09/30/2024

  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.

  In March 2024, I purchased a gray microfiber sectional from City Furniture. In September 2024, the sectional started to tear. I was offered and purchased the 3 year in home warranty with the sectional. **************** stated that tearing is not covered with the in home warranty. I am very disappointed that City Furniture did not honor they're warranty plan. Furthermore they continue to sell the product that is defective. I was hoping the city furniture would replace the Damage portion of the sectional.

  

  Business Response

  Date: 10/01/2024

    We regret to hear that the customer is experiencing issues with their furniture. The customer purchased the ******************** in March of this year and filed a claim on 9/16/2024. We sent a certified repair professional to the customer's home to address the peeling on the seat of the right recliner. According to the technicians report, the left-facing cushion had a small tear that could be repaired with parts. Unfortunately, the vendor for the sectional does not provide courtesy parts. As a resolution, the customer was offered a 30% credit on the damaged SKU, which amounts to $105.00, to be applied toward a new purchase. This credit applies to the item SKU LW TOBY2 DK TAUPE MICRO RIGHT RECLINER, SKU ******. The customer accepted the offer.  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22358812
  
  I am rejecting this response because: 30% is not enough for a product purchased 6 months ago. Again I paid an additional cost to have the product covered against defects. I am very disappointed that City Furniture does not honor what they sale. Rooms to go (competitor) would have honored the repairs or replacement. A minimum 80% should be offered based on the timeline.

  .

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

• Initial Complaint

  Date:09/27/2024

  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 purchased a dining table. The wood is damaged. I clean it with furniture cleaner and the spots the table came with do not come off. I called, sent pictures and they said they would send someone, on a Saturday. I am not at home on the weekend, I travel. I am not available on Saturday and Sunday.I asked them to send someone and time or day Monday through Friday. I stated that I would wait the time necessary for the fix but during the week. The sales person ******* ***** of the ****************, ** store stated that he would help and take care of this for me. He did not and stopped responding to my text. The Manager will not take my calls. I spent ********* in furniture and can not get them to fix the table that came with damaged wood.

  

  Business Response

  Date: 10/01/2024

  We apologize for the inconvenience the customer has experienced. Earlier today, the customer spoke with our ************ Team and was offered an exchange for the table (Exchange: 389587-8). The delivery is scheduled for Thursday, October 3rd. We will follow up with the customer after the delivery to ensure their satisfaction. Thank you for your patience.

• Initial Complaint

  Date:09/26/2024

  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.

  Im having issues with this company again. I filed a complaint with BBB on June 26 2022 Complaint #********. I paid for an extended warranty to replace any damages or ware/tear on my couches. I set up an appointment with City Furniture they told me on of their technicians would come take a look at the couches. They told me what i already knew the couches needed to be replaced. This morning i called their customer support just for them to tell me the couches are no longer in stock which means i have to stay with the same damaged couches even though i paid for extended warranty. I feel like this company cheats their customer out of their warranties all the reviews they have online are of people complaining about their horrible customer service. Also how they lie to the customer to get extra money out of them. If they are not going to respect the fact that i paid for an extended warranty. I would like to BBB to help me either to get them replaced or if you can have City Furniture return me the money i paid for on the extended warranty. If the couches i paid for are out of stock City Furniture could take their poor quality couches & give me standard quality couches.

  

  Business Response

  Date: 10/01/2024

  We regret to hear that the customer is experiencing issues with their sectional. The Carmelo sectional was purchased on July 13, 2022, and a claim was filed on July 16, 2022, regarding scratches on the bottom metal plate and a misaligned console. A Certified Repair professional visited the customer's home on August 17, 2022, to address the concerns. According to the technician's report, the scratches on the metal were repaired, and the rest of the sectional was found to meet manufacturer standards. Although the customer was dissatisfied with the repairs, we offered an exchange for the part they were unhappy with.
  Recently, the customer submitted a new claim regarding the Right power recliner, citing a sinking seat and an issue with the console table not sliding correctly. We scheduled a service appointment for September 25, 2024. The technician reported that the console table was functioning properly, though it had some paint missing, which is repairable. They also noted that the sinking seat was due to normal wear. Our in-home service program covers repairs or replacements for manufacturer defects in workmanship and materials. Since no defects were found in the sectional, and the issue was attributed to normal wear, the claim was denied.

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22346465

  I reject this answer because:

  We asked for 3 years full warranty coverage, in this warranty we pay extra money for any problem that occurs with the items, they told us that the sofa was in bad condition but it can't be changed because they don't have the same sofa in stock, but this is not my problem if they don't have more same items, they could offer me another option.
  
  
   Sincerely,
  
  
  
  Cesar Mcpherson

• Initial Complaint

  Date:09/18/2024

  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.

  I purchased couches from city furniture with an extended warranty/ insurance that I paid extra for. The insurance covers accidental damages. I filed a claim on may of this year someone came out and confirmed the damage and they said they were going to replace it. I just received a call from them today telling me they are not going to replace because the item is discontinued. The insurance says they have to replace it or I must be given another product of equal value. But they dont want to honor. So why did I purchase this pricey insurance?

  

  Business Response

  Date: 09/24/2024

  We apologize for any inconvenience the customer experienced with their warranty claim, and we would like to clarify the details of our program. Our *************** Plan covers the repair or replacement of furniture with manufacturer defects in workmanship and materials for one to three years from the delivery date. Please note that our Stain Protection Plan is a separate purchase. Due to the large stain on the couch, we were unable to process the warranty claim as requested. Although parts were ordered to address the issue, the vendor informed us that they could not provide parts for this specific piece.
  The customer has spoken with our warranty team today and accepted a $945.00 gift certificate, which can be used toward a new purchase. The customer has been advised that the gift certificate will expire in 45 days and cannot be reissued after that period. The gift certificate is redeemable at any City Furniture-affiliated location, including Ashley Showrooms located south of ****, ******, and ****************
  Thank you for your understanding.

  Customer Answer

  Date: 09/24/2024

   
  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:09/18/2024

  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 purchased a sectional sofa in 2021 from City Furniture and bought the extra warranty for an additional $300, which covers any and all damages to the couch, including stains, structural damage, etc. The sofa was replaced once less than a year after purchase, which was great. The problems arose when this replacement sofa again had structural issues after less than a year. I have submitted multiple claims regarding this structural damage, and they keep sending people out explaining that there is no structural damage, despite a visible snapped piece of wood sticking out of the fabric.The product is trash, customer support is trash. Do not purchase anything from City Furniture unless you want to jump through hoops for the claims specialists to attempt to gaslight you into believing that your clearly broken couch is not broken.

  

  Business Response

  Date: 09/18/2024

  We regret to hear the customer experienced issues with their sofa. The customer contacted us on September 3, 2024, reporting that the middle seat and right-side seat of their sofa were sinking. They also mentioned cat urine stains on the sofa and the seat cushion of the chaise, noting that these incidents occurred about a month prior. We informed the customer that the stains were not covered under their warranty.
  Nonetheless, we scheduled a Certified Repair Technician to visit the customer's home on September 12, 2024, to address the sofa's condition and perform a courtesy cleaning. According to the technician's report, the sofa and chaise were cleaned, and a 48-hour drying period was recommended. The technician also inspected the right-side seat for spring damage and conducted a thorough assessment of all pieces, concluding that the sinking was due to normal wear and tear.
  We advised the customer that their warranty claim was denied, as the issue was not related to a manufacturer defect but rather normal wear. Under the terms of the *************** Program, we cover repairs or replacements only for manufacturer defects in workmanship and materials.
  Although the claim is not covered, we are offering the customer a 30% discount on the original purchase price of the affected items to put toward replacement pieces, along with free premium delivery. Please note, this offer cannot be combined with any other promotions or discounts

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22302840
  
  I am rejecting this response because:
  

  I do not have a cat, so that is a lie. I submitted the claim and never recieved any correspondence in regards to said claim until I called 1 month after submitting the claim. Are you really asserting that because I didn't reach out to you guys after submitting my claim, that the damage is somehow not covered? Wouldn't a stand up business at least try to reach me? Yes, they would. Unfortunately, City Furniture does not seem to be one such business.

  I paid an additional $300 for a 3 year warranty covering all of the damage that I reported, and you guys are trying your hardest to not honor the warranty.

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

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a buffet and a rug online from ************************ on August 2, 2024. I paid $$1,881.07 for two items which includes $179.99 delivery and $39.99 extended warranty for 3 years. They delivered the items to my home on August 20, 2024. I was very busy with work and I was out of town. I realized over the weekend that the rug has stains and a very bad odor. It is apparently used before and it is defective. As I know that it is my legal right to return/exchange any item within 30 days, I filed a claim online. Claim number is ********. After I filed claim, nobody called me or sent an email to me. I ended up spending 2 hours on the phone today to talk to someone live. After wasting so much time on the phone, finally I decided to use their text service option. The agent named **** texted me that because I passed 3 days after delivery, she denied to do an exchange or return for the defect rug. City Furniture violates our consumer rights. Additionally, I paid extra for the 3 years warranty. If they will deny the claims, then why did I pay extra?

  

  Business Response

  Date: 09/18/2024

  We regret to hear that the customer was dissatisfied with their order. The rug was purchased online on August 2, 2024, and delivered to the customer's home on August 20, 2024. On September 17, 2024, the customer reached out to our ************* Team to request a return, citing an odor, a yellowish stain, and rips on the rug.
  We offered a courtesy cleaning, which would not affect their *************** Plan, but the customer declined and requested a return instead. Unfortunately, as the rug had been in the customer's possession for nearly a month, we were unable to process a return. Our online return policy, available at **************************************************************, specifies that items purchased online must be returned within 3 days of delivery. Additionally, cancellations made on or after the delivery date are subject to a restocking fee of $99.99, and delivery and shipping charges are non-refundable.
  If the customer has any further questions or concerns, they can contact us at ************ or via email at ***************************************** We appreciate you bringing this matter to our attention and thank you for your understanding.

  

  Business Response

  Date: 09/18/2024

  Please see the attached document referencing the Online Return policy on our website.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22298468
  
  I am rejecting this response because:

  I demand either a return or exchange. If not, I will file a complaint in the court. Additionally, I will never shop from City Furniture again.

  I paid extra money for extended warranty. Furthermore, it's not even 1 month and consumers have 30 days to return any item that is purchased online. I am exercising my legal federal and state right. City Furniture is violating my lawful right to return or ask for exchange for a defect rug. This rug is obviously used before. I will not pay for a rug that was used and defective.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/18/2024

  Please see the attached document referencing the Online Return policy on our website.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22298468
  
  I am rejecting this response because:

  I demand exchange or return. The rug has stains and bad odor. It has threads coming out. It's not 30 days yet and I have consumer right to ask for return.That is my federal and state consumer right.
  

  Moreover, I paid extra for 3 years extended warranty for stains and it states on City Furniture website that under this program, if there's a stain, I will have a right for an exchange. If this is a scam or fraud, I will ***ort to ****************************. City Furniture breached its own contract and express warranties by selling a defect item and charging me extra for a warranty that does not exist. I paid around $180 for premium delivery and $40 for extra warranty. City Furniture charges excessive fees and they do not deliver what it promises which is fraud.
  

  I will sue City Furniture for charging excessive fees, selling defect item and for breach of express warranties and contract if they do not accept return or exchange this defect rug that I believe it came to me as used. I specifically told the delivery guy and the *** on the phone that I was not accepting the rug until I am satisfied that there is no defect.

  I will fight till they accept return or exchange and proceed with legal action.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/23/2024

  We followed up with the customer a second time to discuss their claim and reiterated our offer of a courtesy cleaning for the rug. The customer informed us that they are only interested in an exchange or return. We explained that since the stain was not reported until nearly a month later, a cleaning would be the first step in addressing their issue. Unfortunately, the customer declined our offer and hung up on the Supervisor for the second time.
  Regarding our return policy, customers have the opportunity to view, touch, and measure their orders in-store. Therefore, we do not allow returns or reselections after furniture has been delivered or picked up. Customers may cancel their orders one or more days before the scheduled delivery date, but any cancellations made on the delivery day will incur a restocking fee. Our return policy can be found on our website at: **************************************************************. If the customer has any further questions or concerns, they can reach us directly at ************ or via email at ***************************************** We have also attached our return policy and investment information for their review. Thank you for bringing this matter to our attention, and we appreciate your understanding.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22298468
  
  I am rejecting this response because:

  I purchased this rug online without seeing and touching the product. I do not have to go to their store to see the product. What they wrote as a response is illogical. Then they should stop selling online.We don't need to go to the stores of each company to see and try the products. E-commerce means that we can buy online with ease and comfort without wasting time.
  

  Furthermore, their online policy on their website does not matter. I have consumer rights on the federal and state level. Companies do not dictate the law. They can write whatever they want and it does not matter. I got a defect rug with stain and bad odor where threads are coming out and filed a claim after 3 weeks before 30 days. When they did not respond to my claim, I followed up with my claim. I will not pay for a defect product. They must do either an exchange or return. If they deny my consumer right, then I will proceed with legal action and sue for breach of contract and express warranties. I paid $40 for 3 years extended warranty by trusting that if I see any issue, I can file a claim and get a replacement. City Furniture follows deceptive business practices and tricks us to pay more for in home delivery and extended warranty whereas they do not provide the service that we, as consumers are expecting. City Furniture violated my consumer rights.

  I demand either exchange or return.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/25/2024

  We apologize for the ongoing frustration regarding the customers rug claim. We strive to provide clear communication and support for all warranty and service-related issues, and we regret that this situation has escalated.
  Regarding the customers concerns, we must emphasize that our  return policy aligns with the guidelines listed on our website, as well as in the purchase agreement that was accepted at the time of sale. While we understand that the rug was purchased online, customers are encouraged to utilize our return and cancellation options before delivery. Once an item has been delivered, as per our policy, we are unable to process returns or exchanges unless there is a manufacturer defect reported within the appropriate timeframe. The rug in question was delivered in good condition, and the issue of a stain and odor was not reported until three weeks later, outside of the immediate post-delivery window.
  We have offered a complimentary cleaning as a first step to resolve the reported stain and odor issue, which the customer has declined. Unfortunately, without further action such as a cleaning, we are unable to proceed with an exchange or return. We encourage the customer to reconsider this offer, as it is our way of addressing the complaint in a fair and actionable manner.
  In regard to the extended warranty, this plan provides coverage for specific issues, including accidental stains, but must be used in accordance with the guidelines set forth in the agreement. As the stain was not reported within the recommended time, the warranty does not apply in this instance.
  We are fully compliant with consumer protection laws at the federal and state levels and are transparent in all of our policies and practices. We do not engage in deceptive practices and aim to serve all our customers with the highest level of integrity.
  We are still willing to honor our offer for a complimentary cleaning and remain open to assisting the customer in any other way within the framework of our policies. Should the customer have additional questions or require further clarification, they are encouraged to contact us directly at ************ or via email at ***************************************** Thank you again for your time and understanding.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22298468
  
  I am rejecting this response because:

  City Furniture has violated my consumer rights and engaged in deceptive business practices. I already filed a complaint with *** against City Furniture. I have 30 days to return an item which I purchase online. Moreover, I paid $40 for 3 years extra warranty and $200 for in home delivery. This company charges excessive bogus fees and do not deliver what it promises. Why did I pay for extended warranty? I paid extra to have peace of mind. City Furniture breached its express warranties which it promises to the customer. I did not have peace of mind. I only got problem and I wasted my valuable time. I am taking the time from my business and spending the time on a defective rug. This is unacceptable.
  

  If City Furniture is not exchanging this rug with a new one or accepting this rug as a return, I will file the lawsuit for deceptive business practices and breach of express warranties. I deny paying for a defective rug. This company sold me a defective, used product and then offered to clean it. I did NOT pay for a used rug. I paid for a NEW rug. I will fight for my consumer rights till justice is served. City Furniture will end up paying much more than just a rug. This company does not care for consumer laws or customer satisfaction. They have to be penalized.
  
  Sincerely,
  
  ****** ********