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.

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

  
• 

  CITY Furniture, Inc.

  5250 W 20th Ave Hialeah, FL 33016-2004

  
• 

  CITY Furniture, Inc.

  2671 NW Federal Hwy Stuart, FL 34994-9317

  
• 

  City Furniture

  643 E Crown Point Road Ocoee, FL 34761

  

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:08/23/2024

  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.

  For my husbands birthday I was ordering my husband a *******************. On city furniture they had the one he wanted. I checked the *** and someone asked if this was a REAL *** and they replied YES it was real right on the product page. My husbands present showed up and its a knock off. If I knew I never wouldve ordered it. The website was very misleading! I contacted them within 24 hours of receiving it and they said theyd take it back for $100 restocking fee. I shouldnt have to pay a restocking fee when the website said one item would arrive and then a different shows up in its place. I want a full refund, no restocking fee for the false advertising of the product and inconvenience.

  

  Business Response

  Date: 08/25/2024

  Were sorry to hear about the confusion regarding the customer's purchase. At **********************, we offer a range of Kamado Grills. The term "kamado" is Japanese for "stove" or "cooking range" and refers to a type of ceramic grill that evolved from traditional round earthenware cooking pots. Our website does not suggest that this product is a Kamado "***" Grill, which is a specific brand of Kamado Grill. The Question and Answer section on our site features responses from customers who own the product, not ********************** employees. For accurate product information, we encourage customers to refer to the Description and Details section on the product page. Please find attached screenshots of the information provided online.

• Initial Complaint

  Date:08/18/2024

  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 WILL ATTACH MY CLAIM BECAUSE IS SOOOOO LONG IT DOESNT FIT IN THIS CASE.

  

  Business Response

  Date: 08/20/2024

  We sincerely regret that the customer did not experience the level of service we strive to provide. We are committed to being clear and transparent about our policies and apologize for any inconvenience and frustration this situation has caused.
  The customer has a pending exchange for the Reign White Sectional, including the wedge, two armless chairs, the right power recliner, the left power recliner, and the media console. We expect these items to be in our warehouse and ready for delivery by 8/29/2024. The customer can confirm and schedule the delivery of these items through our website at www.cityfurniture.com/account/orders by entering the telephone number used at the time of purchase, the order number, and the order month and year.
  We understand that some items are currently on backorder. The estimated arrival dates are provided by the vendor and may change due to factors beyond our control. The customer is currently out of the country and has been in contact with an In-Home Damage Claim manager regarding flooring issues. The claim manager has reached out to the customer regarding an estimate, and our sales management team is also involved in addressing the back-ordered items. They will be in touch with the customer to provide updates and work towards a resolution.
  Thank you for your understanding as we work to resolve these concerns.

  Customer Answer

  Date: 08/24/2024

  Buenas tardes, efectivamente ellos me han programado el cambio de los muebles para el 29 pero tengo dos inconvenientes, me acaban de avisar q el ascensor estará en mantenimiento ese día así q tendré que esperar a la nueva programación para ver efectivamente que los muebles sean los solicitados por l o que no puedo dar una respuesta en estos momentos.
  Por otro lado, en referencia a las camas q me vendieron con los cajones en la parte inferior y el velador,  ahí si no los tienen en existencias y me vendieron algo que no tenían, luego salió q querían cancelar la orden y llevarse ambas camas lo cual tb involucraba la cómoda y  tb cancelar el velador que nunca llegó, por lo que le dije q aguantaran y claro tendré q aceptar para no tenet más inconvenientes y mudanzas aceptar las camas sin los cajones pero si deseo el reintegro del dinero en mi tarjeta mas no crédito en tienda de la diferencia, del velador y del seguro pagado.
  Y de lo que al piso se refiere, efectivamente sigo en conversaciones con la manager de damage claims para q me paguen el trabajo de restauración ya que lo que desean es cambiarme parte del piso lo cual causará más problemas y que pasa si no lo emparejan bien etc así q para mayor conveniencia de ellos prefiero que paguen el bill de la restauración.

  Es por tdo esto q no se que poner como respuesta x que no es que esté satisfecha o descontenta sino que deseo esperar a que verdaderamente se haga el cambio correcto o de lo contrario ya la devolución del dinero del juego de sala.
  Recién desp de haber recibido su carta el vendedor está escribiéndome y ahora si me pregunta que deseo hacer si entregar el juego de dormitorio o que me harían la devolución pero aún no tengo entendido si será como crédito o reintegro a mi tarjeta. 

  muchas gracias 

  Paola Silva

  Customer Answer

  Date: 08/26/2024

   
  
  Complaint: 22161333
  
  
  
  

  Good afternoon, they have actually scheduled me to change the furniture for the 29th but I have two problems, they just told me that the elevator will be under maintenance that day so I will have to wait for the new schedule to actually see that the furniture is the same. requested by him or that I cannot give an answer at this time.

  On the other hand, in reference to the beds that they sold me with the drawers at the bottom and the nightstand, there if they do not have them in stock and they sold me something that they did not have, then it came out that they wanted to cancel the order and take both beds. which also involved the chest of drawers and also canceling the nightstand that never arrived, so I told them to hold on and of course I will have to accept so as not to have more inconveniences and moves, accept the beds without the drawers but I do want the money back on my card more no credit in store of the difference, the nightstand and the insurance paid.

  And as far as the apartment is concerned, I'm actually still in talks with the damage claims manager to get them to pay me for the restoration work since what they want is to change part of the apartment which will cause more problems and what happens if they don't match it well etc. so for their greater convenience I prefer that they pay the restoration bill.

   

  This is why I don't know what to say as an answer because it's not that I'm satisfied or dissatisfied but that I want to wait for the correct change to be made or else the money for the indoor game will be returned.

  Just after receiving your letter, the seller is writing to me and now he is asking me what I want to do, whether to deliver the bedroom set or whether they would give me a refund, but I still don't understand if it will be as a credit or a refund to my card.

   

  thank you so much

   

  Paola Silva

   

  
  
  
  
  Sincerely,
  
  
  
  Paola Silva Canale

  

  Business Response

  Date: 09/04/2024

  We apologize for the delay. The customer's exchange for the Reign Sectional is scheduled for Thursday, 9/5/2024. We will follow up after delivery to ensure the customer is satisfied with the items. Additionally, the customer is working with our In-Home Damage Claim manager regarding their flooring. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 09/11/2024

  Hello, 

  in Thursday the 9th yes, they do make the exchange but the sectionals they send me where again of different lots because the wedge and the right recliner where of different colors. My cousin who went the with a friend that day they both receive them and noticed that the color doesn’t match and they show it to the delivery man even showing them that the threads where  beige instead of white
  The strange thing was that this time they enter to the apartment filming and when the finish exchanging the furniture they were still recording my cousin and asked her if she was satisfy and everything was ok, and she told them that no, because the recliners didn’t match and it was visible to the eye, the excuse of them was that 3 supervisors saw them and for they it was ok and of the same lot, which wasn’t , so my cousin didn’t sign the conformity because she wasn’t and they told her to put another claim on the web page in less of 24 hrs, so I wrote them and explain them what happened sending them the pictures they asked but yesterday i saw they answer me  and on their response they put this claim wasn’t covered and if I asked for this exchange was for the same thing and problem, the colors didn’t match and are of difffernt lots. Well I wrote yesterday an email to the manager of the Fort Lauderdale showroom explaining again this so I’m still waiting for the response, but this was not all.

  On the claim I wrote you before I also told you about the storage of the two full beds and nightstand that they sold me and there was no existence so I ask not for a credit in store I want a reimbursement. They try to send me only one storage because it was the only they found but I told Luis the vendor, that I want both or neither one because I was not going to have two different model of beds. I asked him to cancel the delivery until I have both or when I get back we can talk about it, but yesterday morning I saw and email were it shows they are giving me credit instead of the reimbursement, I didn’t ask for it, and that’s not all, on the small black letters they put that City Furniture will stay with $134.99 so I will not receive the total of my buy.

  i also respond that email to Luis with a copy to Cesar the manager and still haven’t get an answer.

  and finally about the damage they make on my floor they need now to make an inspection to see the damage, so still waiting for them to schedule the day they will do it, I’m out of the country as I told you before so I also have to see the days my cousin is avaible because she works to see what they determine.

  i already told them this flooring is in the entire unit which is comprised of 1600 square feet. I want it understood that the repair will only be acceptable if it’s an exact match to the existing floor.  This is an expensive condo at galt ocean mile and I refuse to allow a patch to hinder the ascetic presentation and or the numberical value of my condo. 

  This floor is really new they just remodel it before I bought the apartment.

  Well I’m gonna attach the pictures and documents so you can really see that I’m not lying.

  Thanks in advance

  Paola Silva

   

  Customer Answer

  Date: 09/12/2024

   
  
  Complaint: 22161333
  
  
  
  
  

  Hello, 

  in Thursday the 9th yes, they do make the exchange but the sectionals they send me where again of different lots because the wedge and the right recliner where of different colors. My cousin who went the with a friend that day they both receive them and noticed that the color doesn’t match and they show it to the delivery man even showing them that the threads where  beige instead of white
  The strange thing was that this time they enter to the apartment filming and when the finish exchanging the furniture they were still recording my cousin and asked her if she was satisfy and everything was ok, and she told them that no, because the recliners didn’t match and it was visible to the eye, the excuse of them was that 3 supervisors saw them and for they it was ok and of the same lot, which wasn’t , so my cousin didn’t sign the conformity because she wasn’t and they told her to put another claim on the web page in less of 24 hrs, so I wrote them and explain them what happened sending them the pictures they asked but yesterday i saw they answer me  and on their response they put this claim wasn’t covered and if I asked for this exchange was for the same thing and problem, the colors didn’t match and are of difffernt lots. Well I wrote yesterday an email to the manager of the Fort Lauderdale showroom explaining again this so I’m still waiting for the response, but this was not all.

  On the claim I wrote you before I also told you about the storage of the two full beds and nightstand that they sold me and there was no existence so I ask not for a credit in store I want a reimbursement. They try to send me only one storage because it was the only they found but I told Luis the vendor, that I want both or neither one because I was not going to have two different model of beds. I asked him to cancel the delivery until I have both or when I get back we can talk about it, but yesterday morning I saw and email were it shows they are giving me credit instead of the reimbursement, I didn’t ask for it, and that’s not all, on the small black letters they put that City Furniture will stay with $134.99 so I will not receive the total of my buy.

  i also respond that email to Luis with a copy to Cesar the manager and still haven’t get an answer.

  and finally about the damage they make on my floor they need now to make an inspection to see the damage, so still waiting for them to schedule the day they will do it, I’m out of the country as I told you before so I also have to see the days my cousin is avaible because she works to see what they determine.

  i already told them this flooring is in the entire unit which is comprised of 1600 square feet. I want it understood that the repair will only be acceptable if it’s an exact match to the existing floor.  This is an expensive condo at galt ocean mile and I refuse to allow a patch to hinder the ascetic presentation and or the numberical value of my condo. 

  This floor is really new they just remodel it before I bought the apartment.

  Well I’m gonna attach the pictures and documents so you can really see that I’m not lying.

  Thanks in advance

  Paola Silva

   

  
  
  
  

  Customer Answer

  Date: 09/22/2024

  Buenas tardes,

  por favor hasta el momento no he vuelto a tener respuesta luego q dejaron los muebles de la sala y volvieron a tener el mismo error y defecto que la primera vez, es decir llevaron los reclinables no del mismo tono, el wedge que han mandado es de color beige y el reclinable derecho tb es un pco amarillo y no del blanco de los reclinables que yo solicité y me cambiaron, hasta los hilos de la costura son de diferente color.

  yo le escribí al manager de la tienda César Hernández pero lamentablemente no he tenido respuesta y creo he sido bastante paciente y le he dado más de una semana para que por favor al menos me diga algo, su email es [email protected]

  En vista de tdo lo acontecido y que la verdad no encuentro una solución referente al cambio ya que ellos ofrecen algo que no cumple con los estándares de calidad y me mandan muebles para la sala de diferente color, deseo que se lleven ese juego de sala, solo los muebles reclinables y wedge etc más no la mesa alfombra etc y me hagan la devolución  de mi dinero ya que nunca cumplieron y ni siquiera se han usado ya q como les comenté yo me encuentro fuera del país.

  Como les comenté en un mensaje anterior mi prima incluso no firmó el documento con la conformidad y el video que le hacían cdo le preguntaban si estaba conforme y quedó registrado para ellos, ella también les hace ver la diferencia de color y su malestar, deseo el reintegro de mi dinero y no con crédito a su tienda ya que la verdad no tengo la intención de volver a comprar ahí.

  Por otro lado, en lo que refiere a los pisos que ellos me maltrataron y rayaron, efectivamente estuve en comunicación con la encargada del área, Leonora, y su última comunicación que fue también hace más de una semana en la cual iba ver de contactar un inspector para ver lo del piso y recién el día de ayer me escribe que aún sigue en búsqueda de uno para poder hacer la inspección respectiva, pero creo que una compañía de ese nivel que tienen problemas constantemente, está dilatando mucho este caso lo cual la verdad deja mucho que desear.

  Me gustaría comunicarme con un manager no ya de la tienda sino a nivel gerencial y exponerle tdo lo acontecido por qué la verdad miren cuantos meses vengo lidiando con esto, la compra se hizo los primeros días de julio y sigo con el mismo problema.

  Es más yo debo de estar viajando quizás la primera semana de octubre ya para ver de solucionar todo esto por qué se a dilatado demasiado y por eso les solicito un contacto con alguien de calidad servicio y logística por que así no van a mejorar y las quejas seguirán aumentando por parte de más clientes.

  Mucjas gracias de antemano,

  Paola Silva

  P.d

  Aqui les adjunto el email que envié al manager de la tienda.

   

  Customer Answer

  Date: 09/22/2024

  Buenas tardes,

  por favor hasta el momento no he vuelto a tener respuesta luego q dejaron los muebles de la sala y volvieron a tener el mismo error y defecto que la primera vez, es decir llevaron los reclinables no del mismo tono, el wedge que han mandado es de color beige y el reclinable derecho tb es un pco amarillo y no del blanco de los reclinables que yo solicité y me cambiaron, hasta los hilos de la costura son de diferente color.

  yo le escribí al manager de la tienda César Hernández pero lamentablemente no he tenido respuesta y creo he sido bastante paciente y le he dado más de una semana para que por favor al menos me diga algo, su email es [email protected]

  En vista de tdo lo acontecido y que la verdad no encuentro una solución referente al cambio ya que ellos ofrecen algo que no cumple con los estándares de calidad y me mandan muebles para la sala de diferente color, deseo que se lleven ese juego de sala, solo los muebles reclinables y wedge etc más no la mesa alfombra etc y me hagan la devolución  de mi dinero ya que nunca cumplieron y ni siquiera se han usado ya q como les comenté yo me encuentro fuera del país.

  Como les comenté en un mensaje anterior mi prima incluso no firmó el documento con la conformidad y el video que le hacían cdo le preguntaban si estaba conforme y quedó registrado para ellos, ella también les hace ver la diferencia de color y su malestar, deseo el reintegro de mi dinero y no con crédito a su tienda ya que la verdad no tengo la intención de volver a comprar ahí.

  Por otro lado, en lo que refiere a los pisos que ellos me maltrataron y rayaron, efectivamente estuve en comunicación con la encargada del área, Leonora, y su última comunicación que fue también hace más de una semana en la cual iba ver de contactar un inspector para ver lo del piso y recién el día de ayer me escribe que aún sigue en búsqueda de uno para poder hacer la inspección respectiva, pero creo que una compañía de ese nivel que tienen problemas constantemente, está dilatando mucho este caso lo cual la verdad deja mucho que desear.

  Me gustaría comunicarme con un manager no ya de la tienda sino a nivel gerencial y exponerle tdo lo acontecido por qué la verdad miren cuantos meses vengo lidiando con esto, la compra se hizo los primeros días de julio y sigo con el mismo problema.

  Es más yo debo de estar viajando quizás la primera semana de octubre ya para ver de solucionar todo esto por qué se a dilatado demasiado y por eso les solicito un contacto con alguien de calidad servicio y logística por que así no van a mejorar y las quejas seguirán aumentando por parte de más clientes.

  Mucjas gracias de antemano,

  Paola Silva

  P.d

  Aqui les adjunto el email que envié al manager de la tienda.

   

  

  Business Response

  Date: 09/25/2024

  We regret that the customer’s experience did not meet our expectations. We attempted to contact the customer today and left a voicemail. After thoroughly reviewing the delivery photos from 9/9, we are offering the customer a one-time reselection for the Reign Sectional. The customer may visit the showroom, where a sales associate can retrieve their invoice and assist with the reselection process. The original invoice amount will be applied to the new purchase, and the selected items must be of equal or greater value than the original order. There will be no restocking fee or delivery charge for the reselection, and the old furniture will be removed upon delivery of the new pieces. Please note, the In-Home Service Plan does not transfer and would need to be purchased again with the new invoice if desired.
  Regarding invoice #471507-1 for the Ryder Storage Unit and Nightstands, these items were credited on September 12, 2024, to the Visa card ending in 6199 for the amount of $1,017.96. Refunds processed via check for debit or cash payments take 10-14 business days to arrive, excluding weekends and holidays. Thank you.

  
  

  Customer Answer

  Date: 09/30/2024

  Hello if they called on Thursday to my US phone number, they already know that I’m in Peru so I can’t answer any phone call, that’s why they have on file and from Day 1 I bought with them, they have the phone number of my cousin Lissi, because she’s the one in charge to receive any kind of notification or phone call.

  abs by the other side that makes me think that they try to reach me just after I send you a message but they couldn’t do so before when this problem happends again , and I haven’t even received any response of the manager of the store when I wrote him an email.

  i will call them tomorrow or by Wednesday so we can talk and I will let them know what I want to do because as I told you before I don’t want any credit from the store, with this experience I don’t want to buy again here at least for a very long time.

  Thanks again for being our intermediaries and make this conversation and trying to solve this problem easily.

   

   

  Customer Answer

  Date: 10/01/2024

   
  
  Complaint: 22161333
  
  
  
  

  Hello if they called on Thursday to my US phone number, they already know that I’m in Peru so I can’t answer any phone call, that’s why they have on file and from Day 1 I bought with them, they have the phone number of my cousin Lissi, because she’s the one in charge to receive any kind of notification or phone call.

  abs by the other side that makes me think that they try to reach me just after I send you a message but they couldn’t do so before when this problem happends again , and I haven’t even received any response of the manager of the store when I wrote him an email.

  i will call them tomorrow or by Wednesday so we can talk and I will let them know what I want to do because as I told you before I don’t want any credit from the store, with this experience I don’t want to buy again here at least for a very long time.

  Thanks again for being our intermediaries and make this conversation and trying to solve this problem easily.

   

  
  
  
  
  Sincerely,
  
  
  
  Paola Silva Canale

  

  Business Response

  Date: 10/07/2024

    The customer is currently traveling and unable to use the phone at this time. Once they return to Florida, they will be able to proceed with the reselection for the Reign Sectional. The showroom has also been informed of the situation. Thank you.  

  Customer Answer

  Date: 11/14/2024

  Hello just wanna do an update about the furniture I bought and they deliver it twice of different colors that we already receive the money back and the pick up them.

  the manager and seller of the store understood the problem but I have to come to ******* to repair those issues the problem is with the customer service and claims department that are the worst Ive ever deal with

  i will see to create a new case because Im still leading with the scratches of the floor that they want to avoid responsibilities with all the probes and the claim manager also dismiss the case and send me with a team leader 

  well thanks for your great work and I will proceed to create the case apart from this one that is already solved

  thanks 

   

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  

  Hello just wanna do an update about the furniture I bought and they deliver it twice of different colors that we already receive the money back and the pick up them.

  the manager and seller of the store understood the problem but I have to come to ******* to repair those issues the problem is with the customer service and claims department that are the worst Ive ever deal with

  i will see to create a new case because Im still leading with the scratches of the floor that they want to avoid responsibilities with all the probes and the claim manager also dismiss the case and send me with a team leader 

  well thanks for your great work and I will proceed to create the case apart from this one that is already solved

  thanks
  

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

• Initial Complaint

  Date:08/16/2024

  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.

  After over 15 years of being loyal clients of City Furniture and investing more than $50,000 in several furniture items for our family household and relatives houses, we find City Furniture's response to our recent claim about the 6 White Neo Collection Chairs (Invoice # can be shared upon request) to be disappointingly unfair. Despite our substantial investment and loyalty to City Furniture throughr the years. We have experienced major issues with the upholstery of these chairs, which have been fallong in pieces, peeling like tangerines, as depicted in the attached pictures.Previously, we encountered similar problems with tje prior dining set we bought, due to City Furniture's massive recall related to the poor quality of bonded leather material. Then, at the time when we bought this second dining ser, we specifically requested higher-quality materials, and despite of our request and expectation, we are now facing the exactly same manufacture defect with this second set, which was even more expensive one.We also paid for a warranty and reported the defect while it was still active. However, City Furniture is now refusing to acknowledge responsibility, citing the warrantys expiration and dismissing our previous timely claims as if they were isolated incidents, rather than acknowledging the recurring defect.This experience has been both discouraging and frustrating. We request a fair resolution, which includes either a replacement of the six chairs with higher-quality items or a full refund of the purchase amount. As long-standing, dedicated customers, we believe this is a reasonable request given the ongoing issues and the lack of satisfactory resolution so far.

  

  Business Response

  Date: 08/17/2024

  We apologize for any inconvenience and frustrations this has caused. We were unable to locate the customers account with the telephone number and email address provided. Please have the customer respond with their invoice number, name, or telephone number used at the time of purchase so that we can assist accordingly. Thank you.

  Customer Answer

  Date: 08/21/2024

  Hi BBB,
  

  Please see below the required information:
  - Invoice ******: 6 White Neo Collection Chairs - Dining set
  - Invoice Client name: Zoranic Verenzu
  - Invoice Phone: ************
  

  
  In case you need it, my phone number is ************
  

  Thank you,

  

  Business Response

  Date: 08/26/2024

  We regret to hear that the customer is experiencing issues with their purchase. The customer bought the ** NEO WHITE UPH **DE CHAIR (SKU: *******) on 10/9/2018. On 8/16/2021, the customer submitted a warranty claim due to peeling and small tears on the sides of the chairs.
  On 8/19/2021, a Certified Repair Specialist conducted an in-home service appointment. According to the tech's report from that visit, the peeling and wear observed on the barstool were attributed to usage, not a vendor defect. The recommendation was to replace the seat cushions. Our in-home service program covers repairs or replacements for manufacturer defects in workmanship and material, but in this case, the issue was not deemed a manufacturer defect. The customer expressed dissatisfaction with this resolution. We discussed the claim with the customer on 8/23/2021 and provided them with a copy of the report.
  On 7/20/2024, the customer visited the showroom and spoke with a supervisor, reporting that the chair began peeling while they were cleaning it. We informed the customer that the warranty had expired in October 2021, and as a result, the furniture was no longer covered. To assist, we offered a $200 discount toward a new purchase, valid until 8/20/2024. The customer indicated they would consider this offer. Additionally, we provided a list of recommended local repair professionals who could assist with repairs since the warranty had expired.

  
  

  

  Business Response

  Date: 08/26/2024

  Please see the attached information pertaining to the customers claim .

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22154650
  
  I am rejecting this response because:

  We strongly disagree with City Furniture's response. As stated in our complaint and shown in the pictures, the defect in the product cannot be attributed to usage, as we have not used the dining set frequently. It is not normal for chairs to fall apart on their own. In contrast, we use our breakfast set, also from City Furniture, on a daily basis.  Worthy to mention is also a City Furniture product as all my houses furniture items, as mentioned before, but sadly it seems that our loyalty and preference is not a parameter being holistically considered for this company.    

  Furthermore, this issue is part of a broader problem, as it mirrors the defects reported in the previous dining set we bought from them that was recalled nationwide due to exactly the same defect we reported now. We gave City Furniture a second chance with the promise of improved quality in their more expensive chairs, but unfortunately, the situation has worsened.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:08/15/2024

  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.

  ORDERED 5 ****S 3 WERE DELIVERED 1 **** WAS RETURNED DUE TO DAMAGE 1 **** WAS ON BACK ORDER WHICH ULITMATELY ENDED UP BEING OUT OF STOCK. I HAVE BEEN CALLING CITY FURNITURE SINCE MAY , I RECENTLY CALLED AGAIN THE WEEK OF 8/6/2024 AND WAS ADVISED A MANAGER WOULD REACH OUT TO ME TO RESOLVE THE ISSUE. IT HAS BEEN OVER 3 MONTHS AND THE ISSUE HASN'T BEEN RESOLVED. PLEASE REFUND ME THE AMOUNT OF THE **** THAT WAS NOT DELIVERED TO ME

  

  Business Response

  Date: 08/28/2024

  We apologize for any confusion regarding the mirrors the customer purchased. The customer was refunded $491.58 on April 27, 2024, which has been credited to their **************** card ending in 1001. The remaining credit balance is available as non-refundable store credits: $15.46 on invoice #******/27 and $320.95 on invoice #******/27. This remaining amount was paid using an in-home service store credit letter and can be used in the showroom.

  Please note that refunds issued by check for debit or cash payments typically take ***** business days to process, excluding weekends and holidays. Thank you for your patience.

   

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 28 2021 City Furniture delivered a recliner and ottoman to my home that included a three year warranty. The fake leather material on the recliner is good looking but it does not have fiber backing on it to resist tearing. Lately this has lead to rapid deterioration of the material where it encounters flexing. It cracks then tears. I have contacted City Furnitures ***************** and have warranty claim number ******** ,but they seem to be totally focused on denying claims. No amount of repair can fix this recliner I would like to get credit for the six hundred dollars I payed for the recliner put towards a recliner of a different type and two night stands, of course I would pay the difference of price

  

  Business Response

  Date: 08/12/2024

  We apologize for the issues the customer is experiencing with their ********************. On August 5th, 2024, the customer informed us of tears and cracking on the arms of the recliner and ottoman, which they noticed about four months ago and have worsened over time. The customer provided photos to help us determine if the damage would be covered under the warranty. After reviewing the extent of the damage, our warranty department concluded that the claim is not covered. The in-home service program covers repairs or replacements for furniture with manufacturer defects in workmanship and material. However, the warranty does not cover damage from normal wear and tear or deterioration over time. Claims also must be reported within 30 days of the incident occurrence. Please refer to the attached documents for the full terms and conditions of the warranty. Thank you.

  

  Business Response

  Date: 08/12/2024

  Pictures of recliner attached.

  

  Business Response

  Date: 08/13/2024

  Pics of recliner

  

  Business Response

  Date: 08/13/2024

  see attachment

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22125481
  
  I found City Furnitures response to my complaint unsatisfactory.Any piece of furniture that deteriorates before a three year warranty must be constructed of substandard material and or craftsmanship. I believe the very least City Furniture can do is replace the arms on this recliner.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/09/2024

    Following a comprehensive review, it has been determined that the claim cannot be approved due to the condition of the items, which shows normal wear and tear. As a gesture of goodwill, we are offering the customer a 15% discount on the original purchase price of the Sofa and Loveseat set. Please note that this offer cannot be combined with any other promotions or discounts. Please see the document attached regarding the terms and conditions of purchase. We appreciate the customer's understanding in this matter.  

  

  Business Response

  Date: 09/10/2024

  
    Following a comprehensive review, it has been determined that the claim cannot be approved due to the condition of the items, which shows normal wear and tear. As a gesture of goodwill, we are offering the customer a 15% discount on the original purchase price of the Sofa and Loveseat set. Please note that this offer cannot be combined with any other promotions or discounts. Please see the document attached regarding the terms and conditions of purchase. We appreciate the customer's understanding in this matter. 
  

  

  Business Response

  Date: 09/11/2024

  Following a comprehensive review, it has been determined that the claim cannot be approved due to the condition of the items, which shows normal wear and tear. As a gesture of goodwill, we are offering the customer a 15% discount on the original purchase price of the Sofa and Loveseat set. Please note that this offer cannot be combined with any other promotions or discounts. Please see the document attached regarding the terms and conditions of purchase. We appreciate the customer's understanding in this matter. 
  

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  I visited my local City Furniture store and have resolved my complaint with the help of the store manager.Thank you for your help
  
  *******************************

• Initial Complaint

  Date:08/10/2024

  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.

  This company sold me a clearance mattress for a large amount of money. The mattress was being delivered and the delivery driver ripped the entire side of the mattress. The driver looked at me and shrugged. I filed a claim and they sent a tech out to see if it can be ***aired. The tech said it cannot be ***aired and called the company about it. The company called me back and offered me a 300 dollar refund and did not want to ***lace or refund me for a problem THEY CAUSED. When I refused the offer the *** hung up on me and told me no one from claims is answering. This is disgusting. I have two lines of credit opened with this company and they basically told me they cant help me. This should be fixed immediately and this is embarassing. What a bad way to treat a customer. Oh also, I have video and writing of the company and driver admitting to being the ones that destroyed the mattress.

  

  Business Response

  Date: 08/12/2024

  We apologize for the issue the customer encountered with their mattress purchase. On the day of delivery, the customer informed our **************** team that one of the side handles on the mattress was torn during transport. We promptly scheduled a Certified Repair Specialist to visit the customers home to fix the handle. Unfortunately, the tear was not repairable, and we offered the customer a $300 credit to keep the clearance mattress as is. The customer declined this offer. We then contacted our sales team in the clearance center, and they were able to find a comparable mattress in the showroom. A credit was issued to pick up the damaged mattress and reselect the ************* C-CLASS PL 16" PILLOW TOP MATTRESS (SKU: *****). The new delivery is scheduled for August 14th, 2024. We will follow up with the customer after delivery to ensure satisfaction. Thank you for your patience.
  
  
  

• Initial Complaint

  Date:08/10/2024

  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.

  Date Purchase:12/31 Date received 1/7 Transaction Amount: ******** I hope this message finds you well. I am writing to express my concerns regarding the furniture I purchased on December 31. Although I received the item on January 17, I have been experiencing significant discomfort while using the chairs, making it difficult to sit for extended periods.After discussing my concerns with a representative at the store, I was guided to submit a claim to initiate an exchange. I understand that there is a restocking fee after the 24-hour period, but I am hopeful we can find a solution. Since submitting my claim and uploading the necessary photos, I have not received any communication regarding a representative from City Furniture coming to assess the couches for any damages, the only communication I receive was I do not meet the warranty expectation via text and not further explanation.I want to clarify that I am not requesting a refund, but rather an exchange for a different item in your store that would better suit my needs. Your assistance in this matter would be greatly appreciated, and I look forward to your prompt response.

  

  Business Response

  Date: 08/12/2024

  We sincerely apologize for the delay in responding to the customer's warranty claim. We attempted to reach the customer today, but unfortunately, the call went to voicemail, so we left a message. The customer can contact us by calling ************ or emailing **************************************** to schedule a convenient day and time for a Certified Repair Specialist to visit their home and assess the furniture. We appreciate your patience in this matter.  

  Customer Answer

  Date: 08/15/2024

  I wanted to follow up on the warranty repair visit I had on August 14th at 5:45 PM. The technician removed all the cushions and took pictures of all three pieces of furniture. He informed me that he has uploaded the pictures and submitted a report regarding my case and validates that all 3 pieces are new. He also call customer care you than confirmed I was the customer and asked the technician to walk outside the home to provide her with a report. I ensure to record the process  taking places   so there were no further confusion with my claim. 
  
  As of today, August 15th, I have not yet received any communication from City Furniture concerning the voucher for my exchange. Per the technician I was informed there will be a restocking fee and the item will be sold as clearance even if it has not been used.

  I can be contacted at ************
  
  Thank you for your assistance.

  
  

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22121898
  
  I am rejecting this response because:

  On 8/12 at 5:54pm for 16mins i spoke a city furniture represented who schedule an appt for 8/14. All calls are recorded, and the representative was well aware that the technician should come in to feel the wood frame of the couch's and that they were clean. She also indicated if the frame seems unusually that it will be up to the technician to determine if the couch was defective. 
  
  I wanted to follow up on the warranty repair visit I had on August 14th at 5:45 PM. The technician removed all the cushions and took pictures of all three pieces of furniture. He informed me that he has uploaded the pictures and submitted a report regarding my case and validates that all 3 pieces are new. He also calls customer care you than confirmed I was the customer and asked the technician to walk outside the home to provide her with a report. I ensure to record the process taking places   so there was no further confusion with my claim.  I also will like to add the technician only came to take pictures and did not feel the couch to determine if the chairs were defective. 
  
  As of today, August 15th, I have not yet received any communication from City Furniture concerning the voucher for my exchange. Per the technician I was informed there will be a restocking fee, and the item will be sold as clearance even if it has not been used.
  I can be contacted at ************

  I was unable to add the recording to this response but can add the call log if you will like proof that i did speak with city furniture and nothing has been resolved at this time. They only came out to see if the couch was clean. 

  
  Thank you for your assistance.

  
  

  Customer Answer

  Date: 08/16/2024

  As of August 16th, I have not received a response from City Furniture regarding my couch. I want to emphasize that the wood frame in the couch can be felt, and it is in brand new condition, as indicated in the report."
  

  Customer Answer

  Date: 08/26/2024

  I hope this message finds you well. 
  
  As of today, August 26, 2024, I have not received any response regarding my inquiry. I have attempted to communicate multiple times without any acknowledgment, which I find unprofessional.
  
  Could you please provide an update on when I can expect my exchange? If I do not hear back soon, I will have to consider requesting a full refund, as this experience does not meet my expectations for customer service or warranty support.
  
  Thank you for your attention to this matter. I look forward to your prompt response.

   

  *****************************

  ************

  
  

  

  Business Response

  Date: 09/07/2024

  We are very sorry to hear that the sofa set does not meet your expectations. However, based on the technicians report, there is no defect, and the product meets the manufacturer's standards. As such, we are unable to offer an exchange or reselection at this time.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22121898
  
  I am rejecting this response because:

  City Furniture is not honoring their warranty agreement. The technician took pictures to assess for stains, but did not actually examine the couch by feeling the wood frame and the popping sounds that occur when leaning on it. A couch that is less than six months old should not have its wood frame felt through the upholstery. 
  
  This is poor service on City Furniture's part, and I am requesting either a refund or an exchange. During a monitored call, I informed the representative that the couch was defective and that the wood frame is felt through the fabric which was not examined by the Technician. City Furniture is refusing to uphold their sales agreement, and I believe further action is necessary.
  

   

   

   

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

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some furniture on June 19, 2024 from City Furniture in clearwater, **. We were on vacation and was told their 3rd party delievery company would deliver our furniture to us for a 15% fee of the total amount. On July 5th I received an email notification that the 3rd party delievery company has picked up our furniture. It is now August 9th and I still have not received my furniture. I have contacted my sales associate multiple times who is giving me the run around. I have attempted to speak with a manager without any success. I have also tried calling the shipping company with no sucess. Every time I call and speak to a sales associate they tell me they can't help me and know nothing about my order status. At this point, I am just trying to get a refund for the furniture that can't get delivered to me.

  

  Business Response

  Date: 08/12/2024

  We apologize for the inconvenience the customer experienced with their purchase. This order was shipped via Nationwide Threshold delivery, where the furniture is delivered in its original packaging and dropped off inside the doorway or garage. The customers items were picked up on 7/5/2024 by the third-party shipper, ************************* (Tracking Number: *******). According to the shipper's website, the shipment is currently in transit with an anticipated arrival date of 08/20. The delivery terminal will coordinate the delivery appointment.
  The customer can contact the shipper directly by emailing ****************************************** or by calling ************ or ************, press 3. Thank you.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22121287
  
  I am rejecting this response because: 

  I am fully aware of the tracking that was provided by the company. When I was checking the updates, the location of the shipment was not changing for about a month. I called the company with no response. Then the estimated delivery date kept getting pushed back further. When trying to contact the sales representative, I kept getting lied to. The furniture finally did arrive but I would like compensation for the delivery fee that I had to pay because of the delays and inconvenience. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 09/08/2024

  We apologize for any confusion regarding the customer's delivery timeline. The ******************** was purchased on 6/19/2024 and picked up by our third-party delivery provider, ************************** on 7/5/2024. We inform all customers that nationwide delivery typically takes 2-4 weeks from your pickup date, excluding weekends and holidays.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22121287
  
  I am rejecting this response because: There was no confusion. The delivery took longer than the estimated time frame and every time I reached out to the support team, I received a different answer on the whereabouts of my delivery.  Again, I would just like a refund on the delivery fee for the delay and inconvenience. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 10/01/2024

    We make every effort to be transparent about our policies and procedures. The terms were provided to the customer at the time of purchase. The ******************** was bought on June 19, 2024, and picked up by our third-party delivery provider, ************************** on July 5, 2024. We inform all customers that nationwide delivery usually takes 2-4 weeks from the pickup date (July 5, 2024), excluding weekends and holidays. Unfortunately, we do not offer concessions for third-party delivery services.  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22121287
  
  I am rejecting this response because:
  The furniture was picked up by your third party delivery team on July 5th and was delivered to me on August 16th. I was also informed that my delievery missed a truck in-between that time. I am not satisfied with the delievery expectations and would like to be compensated just for the delievery fee. 

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

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Furniture was bought weeks ago at ********** 2) First delivery on 7/30 was a no-show. Delivery finally made 8/2 3) Delivery team could not fit sleeper into bedroom (returned)4) Dining room table was missing parts, so they were unable to build (returned)5) Promised refund by Customer Service/Sales Associate 6) It's been 5 days. No refund. No check in mail. No refund to my debit card.We do not furniture shop to loan money to businesses. Please refund our money - literally no reason to be holding on to our funds. Holding on to customer funds for the purposes of inflating earnings is fraud. Please refund our money - credit/refund receipt attached

  

  Business Response

  Date: 08/11/2024

  We apologize for the inconvenience the customer has experienced. The customer has been credited for the amount of $1,351.96 (credit: ****** - 28)  This was refunded on 8/3/2024.  Refunds for credit card and finance companies can take 7-10 business days to process excluding weekends and holidays. if the customer does not receive the refund within that timeframe , please feel free to call us directly by dialing ************ or email us at **************************************** with your name & telephone number you can be reached and we will be glad to assist further.

  Customer Answer

  Date: 08/14/2024

  It's been over 7 days. No refund. Can you share a check number that was mailed or tracking number?

  

  Business Response

  Date: 08/20/2024

  The check for $1,351.96 (credit memo: 026464-28) was mailed on 8/12/2024. Please allow 7-10 business days, excluding weekends and holidays, for it to arrive. Thank you for your patience.  

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22111739
  
  I am rejecting this response because:

  As of 8/22, not received. It does not take over 10 days for postal mail to be sent from ******* to *******. I woul d have expected **************** or some kind of urgent priority based on BBB and delay of refund on the company's part. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/18/2024

  We spoke to the customer today on 9/18/2024 and confirmed that the check for credit memo # ****** - 28  for the amount of $1,351.96, has been received. Thank you for your patience.

  

  Business Response

  Date: 09/18/2024

  We spoke to the customer today on 9/18/2024 and confirmed that the check for credit memo # ****** - 28  for the amount of $1,351.96, has been received. Thank you for your patience.

• Initial Complaint

  Date:08/08/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first week of July I purchased $10k worth of items from Ashley. Everything was set to be delivered the last week of July, when the drivers came in to deliver, we noticed half of our order was missing, so we got on the phone with customer service and they said the usual "we apologize it will come in the next delivery" and they had to reschedule me for another day, meaning I would have to take another day off from work. The second delivery comes, and they bring the furniture in the wrong color, so once again we had to call customer care and let them know that this was incorrect so they took some of the items back and got me on a third day. Meanwhile, as part of our original $10k order, we received an adjustable base as a promotion. I was never called or informed that between the day I placed my order and the delivery date, they went out of stock. Originally, they told me "your items are reserved because you are on a schedule". The delivery driver was the one to tell me the expected delivery window will now be October-November, 4-5 months AFTER I placed the order. I have been countless hours on the phone with the Team Lead by the name Safari and another supervisor and no one can do anything. After all this, because the adjustable base was on back order Ashley Furniture without my authorization added the Wooden Slacks for the mattress to go on and charged me for it even though I did not need it because we were receiving the adjustable base. So they charged me without my consent, did not deliver in a timely manner, and continue to reschedule my delivery because they are incapable of organizing my delivery. Finally, I decided to upgrade to a King size bed and mattress to which they declined, I want to give them more money and I was fine paying a restocking fee, I just want to be able to sleep in my bed and put everything behind me. I demand I be able to upgrade to a King size bed, I am fine paying a restock fee, I want my bed and be done with Ashley Furniture

  

  Business Response

  Date: 08/12/2024

  We apologize for the delay in fulfilling the customers order. The customer placed their order in July during a promotion offering a free adjustable base with the purchase of select mattresses. They purchased a Queen size mattress (SB SERIES TWO *****" PLUSH PILLOW TOP MATTRESS SKU: *****), which was delivered on 7/23/2024. Unfortunately, at the time of delivery, the free Queen size adjustable base (NI BASIC ADJUSTABLE BASE SKU: *******) was on backorder.
  While we strive to be clear and transparent about our policies at the point of sale, the vendor provides us with an estimated arrival date for items, which can change due to factors beyond our control. The adjustable base is currently backordered with an estimated arrival date between 10/29/2024 and 11/19/2024.
  Upon learning that the adjustable base was on backorder, the customer inquired about upgrading to a King mattress, but the King ***** Adjustable Base is also on backorder with an estimated arrival date between 10/30/2024 and 11/20/2024. We have discussed these backorder dates with the customer and provided a $126.00 credit for the inconvenience.
  We will contact the customer to schedule delivery as soon as the item becomes available. We apologize once again for the delay and are closely monitoring the account in case the base arrives sooner. If the customer has any concerns, they can reach us directly at ************ or via email at ***************************************** Thank you for your patience.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22111441
  
  I am rejecting this response because:
  

  I would still like to upgrade to a king size mattress as the current mattress doesnt fit on the fram it is too narrow and the fram too wide. Additionally, I was charged for the wooden slacks that I should never have needed because of the base. I am fine with paying the fee of restocking, but I demand to upgrade to a king size mattress and frame. All of the delivery hassle and the mental stress Ashley Furniture has cause me is beyond belief

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