Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
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  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
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  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
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  CITY Furniture, Inc.

  1400 NW 167th St #3 Miami, FL 33169

  

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

• Initial Complaint

  Date:09/17/2024

  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 will keep my complaint to the final remaining issue with this business. There are other issues, but i would just like to end all my dealings with them and never look back.On 7/26/24 I placed an additional order with this company for a sleeper sofa, memory foam mattress for the sleeper and an end table. This total purchase was for $1356.88 which was paid in full at time of purchase using my Discover card. The items were delivered on 8/30/24. We were told not to fold up the mattress into the sofa for several hours because the mattress needed to expand. When put the mattress in later that evening we noticed that the back cushions of the couch were under filled. I immediately took photos and filed a claim. I was advised that they had to send a tech out to fix it. When he came he was unable to repair it due to the sowing in the back. I had city remove the couch which they did on 9/11. I received partial refund on 9/15 and when requesting the balance of $642.05 was advised it would be processed. I have gone thru their customer service multiple times and am now being told they will send me a check in 14 days. I paid by card and have been paying interest since July. I want my funds returned immediately in the same way they were paid. This company has been playing games with me since the beginning. I entered into a good faith transaction and don't feel i should have to wait any longer. This is the second time they held my money. The first time i paid in full for items that they did not have to sell. I was never advised and not returned my funds for about 8 weeks.

  

  Business Response

  Date: 09/18/2024

  We are sorry to hear that the customer did not have the experience we strive to provide. The customer's sleeper was picked up on September 12, 2024, and a total refund of $936.00 has been processed. Of this amount, $293.95 was credited to the customer's Discover Credit Card ending in 8683, and $642.05 was issued as a check.
  The customer has informed us that they are currently not in *******. We spoke with the customer today, September 18, 2024, and confirmed their address as follows: *********************************************************************************. Please note that refunds issued as checks for debit or cash payments typically take ***** business days to process, excluding weekends and holidays. Thank you for your patience and understanding.

  Customer Answer

  Date: 09/18/2024

  I want my money refunded to the card. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22297642
  
  I am rejecting this response because:
  I want the funds immediately credited back to the card I paid with. I should not have to wait and pay more interest for my money. 
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/24/2024

    We apologize for the inconvenience. Since the original purchase (******) was made in July and the credit balance of $748.99 was applied to the new purchase (491103-20), we were unable to issue the full refund directly to the customers Discover card. A total of $293.95 has been refunded to the Discover card, and the remaining balance of $642.05 has been sent via check to the customers address in ***********. We appreciate your patience and understanding.  

  Customer Answer

  Date: 09/27/2024

  I still have not received my refund. This is totally unacceptable. It does not take the postal service this long to deliver a letter. 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22297642
  
  I still have not received my refund. This is totally unacceptable. It does not take the postal service this long to deliver a letter.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 10/01/2024

  I know you have closed this matter but I never received my refund. I am still out $642.50.  This is totally unfair to me.  All I want is my money. 

  Customer Answer

  Date: 10/04/2024

  This check was issued on the 13th.  I am not sure why I have to continue to wait for my money that they have had since July. 

  Customer Answer

  Date: 10/09/2024

  I still have not received my refund.  Can you please advise how much longer I have to wait? 

  

  Business Response

  Date: 10/20/2024

  Per our accounting team, the check was picked up from the post office on 10/11/2024. Please see the attached copy of the check. Thank you for your patience.

• Initial Complaint

  Date:09/14/2024

  Type:Sales and Advertising 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 August, we purchased an item from the City Furniture store. Upon receiving and assembling the item, we discovered visible marks and scratches on it. As per the store's instructions, we promptly took pictures and filed a claim within 24 hours.On September 12th, we received a replacement item that appeared to be prebuilt and potentially returned by another customer or a floor sample and this one had more visible damage than the first that was sent. This replacement item also had noticeable scratches and marks, as well as visible holes on the doors. We promptly filed another claim within 24 hour again.They reached out. During a recent text conversation with the representative, we expressed our desire for a full refund since we were dissatisfied with the condition of both items received. However, we were informed that a refund was not an option and that the only available resolutions were discounts, gift certificates, or exchanges.We find this situation to be unfair and unprofessional, as we did not anticipate receiving damaged items. It appears that the company lacks a robust quality control process to prevent such issues. As hardworking consumers, we expect the items we purchase to be free from defects.We believe that as consumers, we have the right to seek a satisfactory resolution in this matter. We kindly request an immediate attention to this issue and expect a prompt response regarding the possibility of a full refund from City Furniture corporate.

  

  Business Response

  Date: 09/17/2024

  We regret to hear that the customer was dissatisfied with their ******************** purchase. The customer bought the Dax Black Wood Four-Door Cabinet, a rustic piece crafted from solid wood. Due to the natural variations in color and texture, each piece of wood is unique, and no two trees are the same, resulting in individual differences in the furniture. The customer has an exchange scheduled for a new cabinet on 9/19/2024 (exchange: ****** - 16). We will follow up after the delivery to ensure the customer is satisfied with the new item.

  Customer Answer

  Date: 10/02/2024

   
  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. I have received the 3rd replacement and require no further action on this matter even though we were not happy with the responses from the business at first.    
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/09/2024

  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.

  I ordered a lot of furniture from them and had to return part.They never refunded what was due.I downloaded my emails concerning this and attached them.I tried with several calls and emails to avoid the BBB route but have been ignored. I am retired on SS and need my refund for the difference in price .******* ******

  

  Business Response

  Date: 09/10/2024

  We regret to hear about the customers concerns regarding their order. After reviewing the information provided, we were unable to locate an account for the customer in **********************'s system. To ensure clarity, we reached out to Ashley Furniture and were informed that this is an Enterprise account not connected to City Furniture. Ashley Corporate advised that the customer can reach them directly at ************ for further assistance with their order. Additionally, we attempted to contact the customer using the phone number provided, but the call was disconnected. A second attempt was also unsuccessful. We appreciate your understanding and patience.  

• Initial Complaint

  Date:09/07/2024

  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.

  I purchased a 3 year warranty from the company for a white leather couch. This warranty includes accidental stain protection.I filed a claim that was denied because the claim wasn't filed within 5 days of the stain being created. This stipulation was never explained to me when purchasing the warranty coverage, not was I ever provided with a cleaning kit which is one of the questions they ask when filing a warranty claim ("did you already try using the provided cleaning kit?"). I never received the kit with the delivery and now that's being used against my ability to claim as well. I was never told about the 5 day rule which, yes is on the website, but what customer is reading a website when talking to a sales **** I want the piece replaced as it was explained to me when I purchased the warranty that stains would be covered. I want the cleaning kit actually delivered as well.

  

  Business Response

  Date: 09/09/2024

  We regret to hear the customer has experienced issues with their warranty coverage. The customer purchased both our *************** Plan and Stain Removal Plan at the time of sale. On July 15, 2024, the customer reported an issue with the wireless phone charger on their media console. We promptly arranged for a certified repair specialist to visit the customers home to address the issue. During this time, the customer also mentioned a dye transfer on the backrest caused by a T-shirt they had worn. The customer informed us that the incident occurred approximately three months prior.
  As per the terms of the Stain Protection Plan, City Furniture provides stain removal services if upholstered furniture becomes stained within three (3) years from the date of delivery, caused by common household foods, beverages, ink, or human/pet bodily fluids, during normal residential use. This plan covers stain removal but does not cover general soiling, which is defined as a gradual buildup of dirt, dust, body oils, and perspiration not linked to a single incident.
  The customer was advised that for a stain claim to be valid, it must be reported within five (5) days of the occurrence to ensure the best chance for removal. Unfortunately, with this claim being reported well beyond that window, the likelihood of successful stain removal has decreased significantly. When the customer reached out again on September 6, 2024, regarding the same dye transfer issue, the claim was denied due to it not being reported in a timely manner.
  To assist the customer, we have sent them one of our SOS stain kits to help address the stain. They should receive the kit within 57 business days.
  Thank you for your understanding.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22253967
  
  I am rejecting this response because:
  

  Thank you for your reply CITY Furniture. However I am rejecting your response because as I stated in my original complaint,  I was NOT told at the time of the protection plan purchase that there was any 5-day window for submitting a service request for stains. As I was never told this,  we attempted to clean the couch ourselves several times (at our leisure) before submitting a claim. If we had known we only had 5 days,  we would have skipped trying ourselves and went straight to the claim. 

  This is unfair to us as consumers,  as we purchased the stain protection being told that "any stains that appear in the first 3 years after purchase are covered", not "any stains that appear in the first 3 years after purchase that are reported in 5 days are covered."

  I am giving you an opportunity to retain us as customers by resolving this issue and providing us with a replacement. We spent over 11 thousand dollars with you in one visit,  and we still have more to buy for our home.  If we can resolve this,  you can expect us to return to continue using CITY Furniture as our home furnishers. If not,  then our business will go elsewhere, which would be a shame as we enjoyed our CITY Furniture experience up until this issue. 

  Let us know how you would like to proceed. 

   

   

   

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/17/2024

  We sincerely apologize for any inconvenience the customer has experienced. The terms of the Stain Protection Plan are clearly outlined on the companys website at this link. As stated, customers must report any stains within 5 days by calling ************ to receive assistance or to schedule professional stain removal. The plan specifically covers spot removal and does not provide general cleaning for the entire piece.
  In this case, the claim was denied as it was reported outside the required timeframe. However, as a gesture of goodwill, We are offering a one-time courtesy cleaning for the affected area. The customer will need to sign a waiver acknowledging that no further action will be taken if the stain cannot be removed. To proceed with scheduling this courtesy service, the customer is encouraged to contact the company directly at ************.

• Initial Complaint

  Date:09/05/2024

  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.

  I ordered this product in the store on 8/12/2024 with an expected delivery of 9/6/24 (see invoice). I reached out to the sales *** and store for the last two weeks and received no response. Upon finally getting contact, they said that there were no forms completed and that the product would not be delivered. My sales ***, *****, has done a terrible job communicating and no management has given me a call to help. At this point, I've paid them ~$6K and have not received my products nor do they plan on shipping the product I ordered.

  

  Business Response

  Date: 09/07/2024

  We sincerely apologize for any inconvenience and frustration this situation may have caused. It is never our intention to fall short of fulfilling our customers' complete orders. The vendor provides us with an estimated date of arrival, which may change due to factors beyond our control.
  We see that your order has been canceled per your request. Please note that refunds for credit card and finance companies typically take 710 business days to process, excluding weekends and holidays.

  Customer Answer

  Date: 09/08/2024

   
  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:09/04/2024

  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 ordered the Edgewater sofa because it fit my needs when I tested it in the store. Because Im a senior citizen with back and knee issues I needed some thing that I could easily get out of. When I receive the sofa, the first one, the legs came broken and, there were some stains so they replaced it. The second one has already had. The cushions are completely collapsing, and there were some spots but the worst part is it is not as high as a seat as it was is in the store. They sent a technician here who said that the sofa was up to the standards which it is not. I purchased the **** on August 4 originally and paid almost $2000 for it. I have tried calling them several times and I can make no headway with them, taking back the sofa I also was offered by a, customer service person to potentially exchange it for a different sofa which I would have agreed to, but then their supervisor team declined me. The bottom line is the sofa is not the way it was shown in the store and I am dealing with back knee issues and cannot get in and out of it. As you can see from the photos, the way, the pillows and cushions are even if they replaced it the same thing would happen. As you you can see from the photos, the way, the pillows and cushions are even if they replaced it the same thing would happen. At this point I just want to send it back and get my money back. Thank you.

  

  Business Response

  Date: 09/09/2024

  We are sorry to hear that the customers experience did not meet the standard we strive to provide for all of our customers. We make every effort to be clear and transparent about our policies. Since customers have the opportunity to view, touch, and measure their items in-store prior to purchase, we do not allow returns or reselections once the furniture has been delivered or picked up. Customers may cancel their orders one or more days prior to the scheduled delivery date. However, cancellations made on the day of delivery will incur a restocking fee.
  Our full return policy can be found on our website at: **************************************************************.
  A certified repair specialist thoroughly inspected the Left Loveseat and Right Chaise and confirmed that both items meet the manufacturers standards.
  If the customer has any further questions or concerns, they are welcome to reach out to us directly by calling ************ or emailing ***************************************** We are happy to assist further. Thank you for bringing this matter to our attention, and we appreciate your understanding.

  Customer Answer

  Date: 09/09/2024

  I had spoken with their customer service several times. They did send a person to review and said one thing to me and clearly something else to them. 
  He told me he doesnt make the decisions and that there was nothing wrong with the sofa clearly from the pictures the sofa constantly needs to be adjusted. I did go into the store to sit on the sofa and it was perfectly fine as far as the seat, but when it got to my home, I have trouble getting out of it. Their customer service did nothing to help me. I got somebody on the phone who was trying to get me an exchange and after he sat and tried to do that their company refused me. At this point, I just want them to come and get this sofa and give me my money back. Please feel free to reach out to me with any other questions. Also, I just noticed these black stitches are in all the corners of the frame shown in the current pictures, and that there was a stain behind the pillow on the back frame. It is a very poor construction. I am a senior citizen and I cant afford to throw $2000 into the garbage. Please help me

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22239437
  
  I had spoken with their customer service several times. They did send a person to review and said one thing to me and clearly something else to them. 
  He told me he doesnt make the decisions and that there was nothing wrong with the sofa clearly from the pictures the sofa constantly needs to be adjusted. I did go into the store to sit on the sofa and it was perfectly fine as far as the seat, but when it got to my home, I have trouble getting out of it. Their customer service did nothing to help me. I got somebody on the phone who was trying to get me an exchange and after he sat and tried to do that their company refused me. At this point, I just want them to come and get this sofa and give me my money back. Please feel free to reach out to me with any other questions. Also, I just noticed these black stitches are in all the corners of the frame shown in the current pictures, and that there was a stain behind the pillow on the back frame. It is a very poor construction. I am a senior citizen and I cant afford to throw $2000 into the garbage. Please help me
  
  Sincerely,
  
  ****** Rizzi *********

  Customer Answer

  Date: 09/17/2024

  Good morning! I have been waiting for another apply since 9 September. I want to reiterate that I am a senior citizen and due to the fact that I did try the couch in the store and there was no issue with me getting out of it as well as the Issues Ive showed you. That means that I received something with different dimensions than what theyre showing in the store. I am just struggling to have to get up every time I need to. The black exposed stitching on the edges of the pieces and it came with a couple of stains that I didnt notice. The Chaise portion is lumpy And the pillows need constant fluffing, which I cant do because I have back issues and its too heavy. I am currently dealing with so much pain from my comfort level on this sofa and I literally Im crying every day. Can someone please help me? Thanks so much!! *****

  

  Business Response

  Date: 09/23/2024

  We regret to hear that the customer is experiencing discomfort with their sectional. According to the technician's report from our Certified Repair Specialist on 8/26, this has been identified as a customer preference issue. The report indicates that the sectional meets Manufacturer Standards (UTMS) and that there is no defect in the piece. The flattened cushions are a result of regular use in the same spot, rather than a defect. Please find the attached technician report and inspection photos for your reference. We appreciate your understanding.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22239437
  
  I am rejecting this response because: The technician is not me who tried the sofa in the store and noticed the difference from the day I got it. It has nothing to do with where I sit or how much I sit on the sofa. It is much lower to the ground then works for me, besides the point that the cushions arent holding up and have black stitching around it on the edges of the frame which is visible. this is very typical of city furniture to go back-and-forth with the same response until they believe that the consumer will get tired of the back-and-forth. I refuse to believe that they will not make an exception for a senior citizen who is living in pain having to deal with the sofa. I will not rest until they come and get the sofa and refund my money. I have been dealing with for close to a month from the time I received the sofa I have been trying to get them to take it back. Please help me.
  
  Sincerely,
  
  ****** Rizzi *********

  

  Business Response

  Date: 10/07/2024

  The customer was contacted earlier today regarding their warranty case. A courtesy parts order has been placed for a firmer seat core for both the chaise and the sofa. The estimated time of arrival from the vendor is 4-8 weeks. Once the parts arrive at the warehouse, the customer will be contacted to schedule the installation.
  Thank you for your patience and understanding in this matter.

  Customer Answer

  Date: 10/17/2024

  I was offered by one of the city furniture representatives that they were going to get me all new cushions for my sofa and that it would take up to eight weeks and I got a call today saying that is not an option because the manufacturer doesnt make those cushions. I cant understand how company doesnt back their product. The **** looks worse than its ever looked. The stitching is something theyve never addressed with the difference in color and they told me today. Theres no other options for me. I am demanding a refund on top of the quality of the sofa the other issue was the  Seat, height of the sofa and I am in pain every day trying to get out of the sofa. Better Business Bureau please help me. 

  

  Business Response

  Date: 10/22/2024

  A courtesy parts order was placed for the cushions as the customer's concern is related to comfort, and the sectional is designed this way. The exclusive design is made in ******* at our Kevin Charles factory, using down-blend cushions and a reinforced frame with padded sides and backing. After reaching out to the vendor, we were informed that there are no alternative cushion fillings available for the Edgewater Sectional. The Edgewater collection comes with down-blend cushions, which is a standard feature of this design. As this is considered a preference issue, no further action can be taken at this time. We apologize again for any inconvenience caused.

   

   

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22239437
  
  I am rejecting this response because: this couch is falling apart! They made an offer to send me new cushions for the entire couch and that I could keep both sets of cushions and then it would take a couple of months to get. Now theyre saying the manufacturer doesnt make them. They need to come and get their sofa I cannot deal with this anymore. I am a senior citizen with health issues, I want a full refund !! 
  
  Sincerely,
  
  ****** Rizzi *********

  

  Business Response

  Date: 10/30/2024

    We want to clarify that there is no defect with this item, and it meets our manufacturing standards. The Edgewater sectional is an exclusive design, crafted at our Kevin Charles factory in ******* with a reinforced frame, padded sides, and down-blend cushions. These cushions combine down and fiber for a plush seating experience, with a slightly firmer feel than full down. They are designed to be fluffed regularly and are also reversible for even wear. The seat cushions  that would be provided in the courtesy parts order would be identical to those the customer already has. As the sectional is made to these specifications, no further action will be taken. Thank you for allowing us to address this matter.  

  Customer Answer

  Date: 11/01/2024

  They are being ridiculous! The back cushions have sagged so badly they CAN NOT be fluffed! PLUS feathers are coming out! Clearly city furniture is on a scripted dialogue because their response is the same! They offered me to replace the cushions. I agreed to that then they tell me that the manufacturer doesnt supply cushions so theres no other option. Theres always an option! I work for a retailer there is always an option.!!!!!! *********************************************************

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22239437
  
  
  They are being ridiculous! The back cushions have sagged so badly they CAN NOT be fluffed! PLUS feathers are coming out! Clearly city furniture is on a scripted dialogue because their response is the same! They offered me to replace the cushions. I agreed to that then they tell me that the manufacturer doesnt supply cushions so theres no other option. Theres always an option! I work for a retailer there is always an option.!!!!!! *********************************************************
  
  Sincerely,
  
  ****** Rizzi *********

• Initial Complaint

  Date:08/30/2024

  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 purchased a Sectional Sofa from City Furniture. I also purchased a warranty from the store and I am trying to use it because the stitching came undone from one of the section in the sofa. I was told someone will come and fix it. When the technician came he said he could not fix it bacause he needs a part. When I call to get an estimated time frame they said 12 weeks. Its been 12 weeks and now they say its more time. No one calls or cares about my situation. Everytime I call they give me attitude like I am asking for free services. I really wish I never bought at City Furniture. They sell you poor quality furniture and do not keep there promise when it comes to warranty that you pay for which is over priced. Their customer service is horrible. No one communicates with you unless you call to complain and they sound like they really do not care.

  

  Business Response

  Date: 09/09/2024

  We regret that the customer did not have the experience we strive to provide to all our customers. The customer purchased the Left Storage Chaise and Sleeper on November 27, 2021. On May 29, 2024, the customer submitted a warranty claim regarding the seams of the furniture coming undone. In response, we sent a Certified Repair Technician to the customers home on June 6, 2024. According to the technician's report, resolving the issue would require ordering a new seat casing, core, and frame for the storage chaise.
  The necessary parts were ordered on June 10, 2024. Since these parts come from an overseas vendor, the estimated delivery time can take up to 12 weeks. As the original *** was exceeded, we offered the customer an exchange for the chaise. The new estimated arrival for the replacement chaise is between September 27, 2024, and October 7, 2024.
  We will contact the customer as soon as the replacement piece arrives in our warehouse to arrange delivery. We sincerely apologize for the inconvenience and appreciate the customer's patience throughout this process.

   

   

   

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22220831
  
  I am rejecting this response because: I still have no resolution after alotting enough reasonble time to remedy the situation. I am still dealing with this company and there faulty system. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 09/25/2024

  The customer has an exchange scheduled for 9/27 for the ***** **** Fabric Left Storage Sectional  Chaise ( exchange # ******-24). We will follow up with the customer after the delivery to confirm satisfaction . We appreciate your patience .

• Initial Complaint

  Date:08/29/2024

  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 tried to put a claim with City Furniture and they did not solve the issue. I bought a sectional which was over 3000 , and they show me it was a special unbreakable fabric. The seller persuade me to buy it due to its "quality". However, in less than a year the sofa fabric broke. The technicians came, and they say it was for normal wear. I paid a warranty, and I almost do not use it because. I have been a customer of ********************** for more than 10 years. I always buy the warranties, and I never use it. I just replace the furniture, but now it is shame they did not want to give a solution. I went back to the store and the seller told me they are having a lot of complains about the same sectional, that he is not recommending it anymore. I feel they are scammers with the warranty do not giving the option to fix it, or replace it as they tell you when they want you to buy the extended warranty.

  

  Business Response

  Date: 08/30/2024

  We apologize for the inconvenience the customer has experienced.  The in-home service program states that we will repair or replace furniture with manufacturer defects in workmanship and material.  In this case, the damages were not caused by a defect in the Material. 

  We have offered the customer a one time courtesy Part order for the casing of the armrest and seat of the bumper.  The casings will be mailed directly to the customer from the vendor.  She will call us to get them installed once she receive them in the home.  

• Initial Complaint

  Date:08/28/2024

  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.

  My husband and I purchased this sofa on May ******* from City Furniture in **********. The sofa cushions have lost all firmness and youre literally sitting on the frame. This started a month after receiving it and its only been 3.5 months. Its also started making creaking noises. I contacted the company yesterday and they told us they can make a claim and it will cost us $50 to have a technician come out, but if theres nothing they can do we still have to pay. Why should I waste more money on an item that is defective? We choose this sofa due to the firmness, but now my husband can barely get out of the sofa because theres no support and is unsafe. You literally feel like youre sitting on wood. We're requesting a full refund and want the furniture picked up, before someone gets hurt. We dont want furniture from a company that doesnt stand behind their items.

  

  Business Response

  Date: 08/28/2024

  We regret to hear that the customer is dissatisfied with their ******************** purchase. On August 27, 2024, we informed the customer that we could arrange an *************** to address their concerns. We strive to be clear and transparent about our policies. At the time of sale, we offer customers the option to purchase our ****** *************** Plan, which includes a visit from a Certified Repair Specialist to their home for furniture repairs and covers the transportation fee.
  For customers who do not purchase this plan, we still provide a 1-year warranty on the furniture. If a repair is needed within one year of purchase and after 30 days of ownership, the customer is covered under the warranty. The only cost involved is a $50 transportation fee, payable directly to the Certified Repair Specialist at the time of service.
  If the customer would like to schedule an appointment with a Certified Repair Specialist to resolve the issue with their furniture, they can reach us directly at ************ or via email at ***************************************** We appreciate their understanding.
  

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22207476
  
  I am rejecting this response because: a sofa should not loose its firmness that quickly than be required to pay $50 for transportation fee after purchasing a sofa that should still feel new after three months. 
  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 09/09/2024

  The customer has a ****** warranty from the date of purchase. If a repair service is needed after the first 30 days of possession, the customer is covered for repairs under the ****** warranty. The only cost to the customer is a $50 transportation fee, which is paid directly to the third-party Certified Repair Specialist at the time of service. The customer can all us directly by dialing ************ or email us at **************************************** to set up service. Thank you for your understanding.

  

  Business Response

  Date: 09/10/2024

  The customer has a ****** warranty from the date of purchase. If a repair service is needed after the first 30 days of possession, the customer is covered for repairs under the ****** warranty. The only cost to the customer is a $50 transportation fee, which is paid directly to the third-party Certified Repair Specialist at the time of service. The customer can all us directly by dialing ************ or email us at **************************************** to set up service. Thank you for your understanding.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22207476
  
  I am rejecting this response because:

  This is the same response and we want the sofa picked up and a full refund for this since the item is defective  

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

  Customer Answer

  Date: 10/11/2024

  On September 27th, we paid the $50 to have the service person come out and they agreed that the seat cushions arent working the way they should. They said theyre submitting a request for better cushions filling. I later got a call from City furniture and they said it will take six to eight weeks to get the cushions, then need to reschedule for service to come back out to replace them. Waiting two more months to be able to use our sofa comfortably and safely is not sufficient. 
  I would appreciate them coming to pick up this sofa and refund our money so we can get a safe and reliable sofa for our family. 

  

  Business Response

  Date: 10/16/2024

  We apologize for the issues the customer is experiencing. Our ************ Team is actively working with the customer, and she was informed today of the estimated delivery time for the parts order for the cushions. The order was placed on 9/27/2024, and since the vendor is overseas, the estimated timeframe for delivery is 4-8 weeks. Once we receive tracking information from the vendor, we will notify the customer immediately to arrange installation as soon as possible. Thank you for your patience.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22207476
  
  I am rejecting this response because: this is unacceptable and we would like you to pick this sofa up and refund us. We have three disabled people in our home and this sofa is not safe or usable. P
  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 10/30/2024

  We received the seat cores for the customers sofa, and a service appointment is scheduled for 11/1/2024 to install them. We will follow up with the customer afterward to confirm satisfaction. Thank you for your patience.

  Customer Answer

  Date: 10/31/2024

  Just got a text message from ****** saying he wanted to reschedule to Monday, since he didnt have the part. I told him I was called two weeks ago to schedule. This is unacceptable and I want this sofa picked up and a refund. 

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22207476
  
  I am rejecting this response because:

  We just received them and they still arent firm, not that the company will stand behind their furniture. Please come pick this sofa up and refund our money. 
  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 11/11/2024

  We have been in direct communication with the customer regarding their concerns. On November 1, 2024, we installed new sofa cushions and made every effort to ensure satisfaction. After a thorough review, we determined that the sofa meets our quality standards and is designed as intended.
  In a continued effort to support the customer, we are pleased to offer a reselection option. The customer may visit our showroom, where a sales associate will retrieve their original purchase information and assist with choosing a new sofa. The amount paid on the original invoice will be applied toward the new selection, which must be of equal or greater value. While there is no restocking fee, the customer would be responsible for a new premium delivery charge and any additional service fees. Our delivery team will also remove the existing sofa upon the delivery of the new selection.
  This offer is available until November 18, 2024, providing the customer one week to take advantage of it. We reached out to the customer today to communicate this option but were unable to connect; however, we left a voicemail detailing this offer.
  If the customer has further questions, they are welcome to reach us at ************ or by email at ****************************************************************.
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22207476
  
  I am rejecting this response because: we are not going to purchase anymore furniture from this company, as they dont stand behind their products. You should try reading some of the reviews on your website.  Many people have had the same issues with their sofas and not just the one we purchased. Also, if you lol at the reviews for the sofa we purchased, it says there are seven, but only show five. Im sure one of the missing two is mine and Im sure the other one is also a negative review. This company should really take a closer look at what kind of furniture they are selling and see theirs obviously a problem with their products. Please come get your sofa and give me a refund  

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

• Initial Complaint

  Date:08/27/2024

  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 have two orders that have damaged items. (These are not final sale items or floor samples) they were supposed to be new. Upon delivery, Items were damaged. I immediately contacted customer service to report the issue and request a return and refund. Unfortunately, I have been informed that the company is unwilling to accept the return or provide a refund. This has been a disappointing experience, as the product I received does not meet the quality standards I expected, and the company's refusal to address this issue is unacceptable. I kindly request that this matter be resolved promptly, and a refund be issued as per consumer rights for receiving a defective product.Order 1 #****** includes a damaged Headboard and *************** and also not hardware was included. I would like a refund of the Bed which comes with dresser, mirror, nightstands, plus tax, plus the 3 year In home service charge of aprox ****** plus the delivery fee. Order 2 #****** includes an accent table that is damaged. I tried and exchange and the one that brought is also damaged, City Furniture is nor providing a refund, and has asked to repair the table to which I said no. They are unwilling to refund $499 Full refund for order #****** should be around $2,565 Full refund for order #****** should be $499.95 The full amount of $5,825.34 includes other furniture we are not returning.

  

  Business Response

  Date: 09/09/2024

   We sincerely apologize for the inconvenience the customer has experienced. The customer was credited for the **************** Set on 9/9/2024 (credit memo: ****** - 16), with a total refund of $1,797.36 applied to the **** card ending in #****. Please note that refunds issued via check for debit or cash payments typically take ***** business days to process, excluding weekends and holidays. Additionally, the ****** **** Accent Table was successfully exchanged on 9/5/2024. For further assistance, please contact us at ************ or via email at ***************************************** We appreciate your patience in this matter.