Complaints
This profile includes complaints for CITY Furniture, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 900 total complaints in the last 3 years.
- 222 complaints closed in the last 12 months.
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Initial Complaint
Date:06/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 18, 2024, I purchased a sectional sofa from Ashley HomeStore (******************************************************************************************) for $1,677.74, including an extended protection plan. In January 2025, I reported a serious issue: the corner seat was collapsing and the longer section was coming apart. A technician visited and confirmed repairs were needed. I was told someone would return in two weeks no one came. When I followed up, they claimed no record of the issue existed. After multiple calls, I was told the claim was denied, without explanation. I also requested the technicians name, which was never provided. I visited the store in person and spoke with a manager, but still received no resolution. I recently had spinal surgery and cannot safely use this sofa. I am asking for a full refund and removal of the sofa. The business has failed to honor its warranty and has not responded professionally or helpfully.
Business Response
Date: 06/11/2025
We are sorry to hear that the customer is experiencing concerns with their furniture. The customer filed a warranty claim citing that the sofa was sinking and uncomfortable.
In response, we scheduled a visit from a Certified Repair Specialist to assess both the sofa and chaise. According to the technician’s report, the furniture meets the manufacturer’s standards, and no defects were found.
As a courtesy, our warranty department offered to replace the core of the chaise to address the customer's comfort concerns. However, the customer declined the parts order and instead requested a reselection. Per the terms of our In-Home Service Plan, we cover repairs or replacements for manufacturer defects in materials and workmanship for one or three years from the date of delivery, depending on the plan purchased. Unfortunately, comfort preferences are not covered under this warranty.
For reference, we have included the technician’s report and photos of the furniture with this response.Customer Answer
Date: 06/12/2025
Dear BBB,
Thank you for forwarding the response from CITY Furniture (Ashley Furniture HomeStore).
Unfortunately, I must express that their response is unsatisfactory and inaccurate in key areas.
Misrepresentation of Technician Visit:
A technician did visit my home in early 2025 and confirmed there was a structural issue with the sofa. He told me it qualified for repair. This contradicts their current statement that “no defects were found.” No documentation of that initial visit or technician's verbal assessment has been provided to me.
No Follow-Up Repair Scheduled:
Despite the technician confirming a repair, no repair was ever scheduled. I followed up several times, was disconnected, and never received a call back. I even visited the store in person and still received no resolution.
My Health Condition Ignored:
I recently underwent spinal surgery and sitting on this sofa causes pain. This is not simply a “comfort preference” but a matter of physical necessity and basic usability, especially given the sofa is visibly collapsing and unstable.
Misleading Statement About “Declining Parts Order”:
I never “declined” any parts order. I repeatedly asked for a full and proper resolution after months of being ignored. At that point, replacement or refund became the only acceptable options.
Warranty Responsibility:
I purchased an extended warranty in good faith. It should cover the failure of structure and usability, not just cosmetic flaws. A collapsing sofa is not a subjective “comfort issue” — it’s a functional defect.
I maintain my request for:
A full refund of $1,677.74
Immediate removal of the defective sofa from my home
I am grateful for BBB’s continued assistance in this matter and respectfully request that the case remain open until a fair resolution is achieved.
Sincerely,
Elizabeth Dabekmy cell;847/767-2148
Customer Answer
Date: 06/17/2025
Complaint: 23379791
Dear BBB,
Thank you for forwarding the response from CITY Furniture (Ashley Furniture HomeStore).
Unfortunately, I must express that their response is unsatisfactory and inaccurate in key areas.
Misrepresentation of Technician Visit:
A technician did visit my home in early 2025 and confirmed there was a structural issue with the sofa. He told me it qualified for repair. This contradicts their current statement that “no defects were found.” No documentation of that initial visit or technician's verbal assessment has been provided to me.
No Follow-Up Repair Scheduled:
Despite the technician confirming a repair, no repair was ever scheduled. I followed up several times, was disconnected, and never received a call back. I even visited the store in person and still received no resolution.
My Health Condition Ignored:
I recently underwent spinal surgery and sitting on this sofa causes pain. This is not simply a “comfort preference” but a matter of physical necessity and basic usability, especially given the sofa is visibly collapsing and unstable.
Misleading Statement About “Declining Parts Order”:
I never “declined” any parts order. I repeatedly asked for a full and proper resolution after months of being ignored. At that point, replacement or refund became the only acceptable options.
Warranty Responsibility:
I purchased an extended warranty in good faith. It should cover the failure of structure and usability, not just cosmetic flaws. A collapsing sofa is not a subjective “comfort issue” — it’s a functional defect.
I maintain my request for:
A full refund of $1,677.74
Immediate removal of the defective sofa from my home
I am grateful for BBB’s continued assistance in this matter and respectfully request that the case remain open until a fair resolution is achieved.
Sincerely,
Elizabeth Dabekmy cell;847/767-2148
Sincerely,
Elizabeth DabekBusiness Response
Date: 06/23/2025
We regret that the customer did not receive the experience we aim to provide for all our customers.
To address the concerns raised, we scheduled certified repair specialists to visit the customer's home on two separate occasions—January 10, 2025, and June 23, 2025. On both visits, no defects were found with the furniture.
During the January inspection, the technician noted that the corner seat of the chaise/bumper sinks slightly and that the seat cushions slide out easily, which the customer found frustrating. However, the technician confirmed that the items are Up to the Manufacturer’s Standard (UTMS). The customer expressed a desire to return or reselect the item at that time.
On the June visit, the technician inspected the frame, adjusted the padding, and confirmed that all components of the furniture were functioning properly. The left-facing sofa was again noted as UTMS, with normal signs of use.
For the chaise, the customer continued to express concerns about the cushion core sliding out. The technician clarified that this piece is designed to be loose and unattached, which is consistent with the product's intended construction. This was classified as a Customer Preference (CP) issue, not a defect.
Both inspections confirmed that the furniture meets the manufacturer’s quality standards. In accordance with our warranty terms, issues related to comfort or personal preference are not considered manufacturing defects and are therefore not covered under the warranty.Customer Answer
Date: 06/24/2025
I completely disagree with the business's response. It is misleading and omits key facts.
The issue with my sofa is not simply a matter of “customer preference.” The seat cushions (padding/fill) are severely deteriorated and collapsing, which makes the sofa unsupportive, uncomfortable, and visually worn out — despite being only a few months old when I first reported the problem.
I am recovering from a full spinal surgery, and I purchased this sofa to provide proper support during my recovery. Instead, the cushions began sinking deeply and unevenly, making it painful to sit for any length of time. This is not a minor comfort issue, but a functional and quality defect.
In January 2025, a technician visited and acknowledged that the cushions were collapsing and sliding out. He said someone would follow up within 2 weeks — no one did. When I called, I was told there was no record of my complaint, and the company refused to give me the technician’s name.
In June 2025, another technician came and again acknowledged my concerns in person, but two days later, I was told “no defect was found.” This is completely false. The technician even made adjustments during the visit. Again, I was never offered a solution — no repair, no replacement, no refund.
Now, the company is claiming that this is “normal wear” or “customer preference.” That is simply not true. The sofa looks and feels like it’s 10 years old, despite being under warranty. And I have been reporting the problem since the fourth month after purchase.
I request a full refund of $1,677.74 and removal of the defective sofa. Otherwise, I will file a formal complaint with the Florida Department of Agriculture and Consumer Services and take legal action in Small Claims Court.
Thank you for your assistance in ensuring that consumers are not ignored or misled.
Sincerely,Customer Answer
Date: 06/25/2025
Complaint: 23379791
I completely disagree with the business's response. It is misleading and omits key facts.
The issue with my sofa is not simply a matter of “customer preference.” The seat cushions (padding/fill) are severely deteriorated and collapsing, which makes the sofa unsupportive, uncomfortable, and visually worn out — despite being only a few months old when I first reported the problem.
I am recovering from a full spinal surgery, and I purchased this sofa to provide proper support during my recovery. Instead, the cushions began sinking deeply and unevenly, making it painful to sit for any length of time. This is not a minor comfort issue, but a functional and quality defect.
In January 2025, a technician visited and acknowledged that the cushions were collapsing and sliding out. He said someone would follow up within 2 weeks — no one did. When I called, I was told there was no record of my complaint, and the company refused to give me the technician’s name.
In June 2025, another technician came and again acknowledged my concerns in person, but two days later, I was told “no defect was found.” This is completely false. The technician even made adjustments during the visit. Again, I was never offered a solution — no repair, no replacement, no refund.
Now, the company is claiming that this is “normal wear” or “customer preference.” That is simply not true. The sofa looks and feels like it’s 10 years old, despite being under warranty. And I have been reporting the problem since the fourth month after purchase.
I request a full refund of $1,677.74 and removal of the defective sofa. Otherwise, I will file a formal complaint with the Florida Department of Agriculture and Consumer Services and take legal action in Small Claims Court.
Thank you for your assistance in ensuring that consumers are not ignored or misled.
Sincerely,
Elizabeth DabekCustomer Answer
Date: 06/26/2025
Subject: Response to Business Reply – Complaint ID #23379791
To Whom It May Concern,
Thank you for giving me the opportunity to respond.
I completely disagree with City Furniture’s response.
The so-called “inspections” were conducted not by independent experts, but by technicians employed or paid directly by City Furniture. It is unreasonable to expect such individuals to make unbiased assessments against their employer’s interests. In fact, during the first visit in January, I was never told the technician’s name, despite multiple requests — a clear lack of transparency.
Furthermore, my complaint is not about “customer preference”. The seat cushions visibly collapse and deform, making the sofa unusable for anyone recovering from serious medical issues like mine. I underwent spinal surgery and this sofa, purchased in good faith, was supposed to support my recovery. Instead, it has made my daily life more painful and difficult.
City Furniture has ignored my repeated requests since December 2024, and their position has not changed despite obvious, worsening structural issues with the filling and seat cushions. Their behavior is dismissive and disrespectful. I received no written offers to replace or exchange the product, despite what they claim in their message.
I do not accept the company’s response and ask BBB to continue investigating this case. I am also preparing a formal complaint with the Florida Department of Agriculture and Consumer Services (FDACS) and may pursue further legal action if necessary.
Sincerely,
Elizabeth Dabek
[email protected]
Complaint ID: 23379791Initial Complaint
Date:06/06/2025
Type: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.
Sept 15th, 2024:ordered a couch, ottoman, and loveseat from a local store Delivery scheduled for October 16th because the pieces are "custom made". October 16th,pieces delivered. The loveseat was faulty. One arm was very obviously not square. My husband pointed it out, delivery guy tried to argue with him. My husband insisted, and the delivery guy scheduled a *** to come out next day. *** took one look and agreed, said it's a factory defect, he'd escalate. I scheduled a call with another *** for my "options"October 18th - phone appointment with *** to discuss my options. Woman was very **** and impatient. Basically said I could live with it and get a couple hundred dollars back or schedule exchange. I wanted the exchange. She said they were out of stock and a new shipment would be in late November, early December. Mid-December came and there was no call, no email. I called back to customer service and they said it was still out of stock. With the holidays it wouldn't be until February/March. March came along and I randomly got an email from the store associate we had worked with for the original order. He was just checking in to see if we needed anything. I explained the situation and said yes, I needed help with the original order. He said "someone dropped the ball" and he was escalating it to his manager. It should be in between 3/25-4/5.April 6th when I still had no word, I emailed the associate. I never heard back. May 6th - randomly get a text that says "great news! Your order is ready for delivery!" I followed the steps and scheduled delivery for 5/14 May 12th - I get a text that says this "stock is not available for delivery" and an associate will reach out. I write a 1-star review on ****** and someone calls. Order won't be in until June. I'm a teacher and plan to travel. I tell them I don't even want an exchange anymore I want my money back. Escalated but no one has called me back. Still no loveseat.Messaged CEO on ********, still not fixed.Business Response
Date: 06/09/2025
We sincerely apologize for the inconvenience the customer has experienced. The customer reported structural damage to their sofa frame from the original delivery in October 2024. A certified repair specialist was dispatched to the customers home to assess the issue; however, the item was deemed non-repairable.
To resolve the matter, we initially offered the customer two options to keep the item as is: a $390 gift certificate or a $195 discount. The customer declined these options, and we proceeded to offer a full exchange for the sofa. Unfortunately, the replacement piece is currently on backorder due to it being sourced from an overseas vendor. We are closely monitoring the situation, and the current estimated arrival window provided by the vendor is between July 7, 2025, and July 17, 2025.
Recognizing the delays, we also extended the option for the customer to reselect a different item. Should the customer choose this route, they may visit any City Furniture showroom, where a sales associate can assist by referencing their original invoice. The full amount paid will be applied toward the new selection, which must be of equal or greater value. There will be no restocking fee or additional delivery charge for the reselect process.
Upon delivery of the new item, our team will remove the existing furniture from the customers home. Please note that the *************** Program does not transfer to the new invoice and must be repurchased if desired.
We remain committed to resolving this matter and ensuring the customers satisfaction. If the customer has any further questions or would like to proceed with the reselection, they may contact us directly at ************ or email us at ****************************************************************.
Thank you.Customer Answer
Date: 06/09/2025
Complaint: 23436833
I am rejecting this response because:$195 is inadequate - and honestly insulting, considering the $1299 we paid for the loveseat.
A swap is inadequate, considering these pieces are custom made - I have a batch set and any other option would not match with the other pieces.
An exchange would have been great, if that had actually happened the first, or second, or third time we were told the exchange would be delivered.
And now the exchange date is pushed back even further from June, now into July.
I am a teacher and my husband is a disabled veteran. We are traveling to see family in July and we will not be rearranging our schedule for a delivery that may or may not ever happen.
I want a refund of $1299 for the loveseat. We will keep the faulty, irreparable loveseat, and never do business with City again.
Sincerely,
***** *******Business Response
Date: 06/13/2025
We truly regret the inconvenience and frustration she has experienced. While we are unable to issue a refund for the loveseat alone while it remains in the home, we have presented several resolution options to bring this matter to a fair close:
Wait for the Exchange: Ms. ******* may proceed with the scheduled exchange, with the current estimated delivery window of July 14th28th, 2025.
Reselect Option: We are offering a full credit for the amount paid toward the current set, which can be applied to a new selection. We will pick up the existing set at the time of redelivery.
Keep As-Is: ************** prefers to keep the current set, we can offer a $300 refund or a $600 City Furniture gift certificate in light of the issue (noting the frame is not aligned properly).
Return for Refund: ************** wishes to return the damaged loveseat or the entire set, we are willing to issue a full refund upon retrieval of the merchandise from the home. We are happy to coordinate pickup at her earliest convenience.
We have made multiple attempts to contact Ms. ******* by phone to review these options, but have been unsuccessful in reaching her directly.
City Furniture remains committed to resolving this concern respectfully and reasonably.The options above represent our final offer and best effort to resolve the matter to the customer's satisfaction.
Customer Answer
Date: 06/21/2025
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:06/06/2025
Type: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 from City Furniture just over a year ago. Within two months, the seam on the chaise began pulling apartclearly a manufacturer defect. I reported it right away, and they agreed to order a replacement chaise cover. That part alone took three months to arrive.Once the new piece was installed, it didnt match the rest of the sectional at all, due to normal wear over the past year. The technician who came out to install it told me this is a known issue with this particular style of sofa and said hes had multiple other customers receive a full replacement cover. However, City Furniture is refusing to replace mine and is only offering a $200 store credit.I purchased this as a matching set, and now Im left with a sofa that looks like a patch job. I want the entire cover replaced or a new sectional provided so that it matches. This is a long-standing issue theyve admitted to, and their resolution is completely unacceptable.Business Response
Date: 06/07/2025
We sincerely apologize for the inconvenience the customer has experienced. It was explained that color match is not guaranteed or covered by the manufacturer, along with the reasons why. Understanding the customers frustration, a goodwill offer of either a $400 gift certificate or a $200 discount was extended in hopes of resolving the concern.Initial Complaint
Date:06/04/2025
Type: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.
Placed the order for ***lacement couch cushions for defective ones on 6/5/2024. They only delivered half of the order in October 2024. I contacted City Furniture immediately and they re-ordered the 2 missing cushions. On Nov 19, 2024 I am now speaking with a customer care *** to ask if there was a new order number for the re-ordered parts and to ask if the cushions were supposed to be different (from the original design). They have a weird dip in the center of them and make the couch look old and used. She tells me she knows nothing about City Furniture parts or furniture items she just places orders. So, not customer service, just orders. I am missing the ottoman ***lacement cushion. They tell me they ordered the wrong part and need to re-order it will be 12 more weeks (this is now Feb of 2025). *** on the missing and then re-ordered wrong part was 5/28/2025. I have a whole message thread going back and forth with the issues with customer service, their refusal to follow up, refusal to provide me with a valid email for complaints (they provide an AI generated ***************************** Said ***** hours from the last message which was 5/30/2024. They told me I can just cancel my order. I bought a $3000 couch with defective cushions. Clearly this was an issue because they changed the design of them. Now they have these huge dips (holes) designed in them and didnt tell me (said they dont know anything about their parts) and refuse to provide updates on the last cushion in my order. Tomorrow it will be one year since this order was ***laced. My couch has only been able to be used for like 3 months out of this year and my ottomon is just missing a cushion. Everytime I ask to be compensated for their customer service mistakes (non stop, that added 36 weeks of time onto receiving my order) they tell me my only option is to cancel the part order.Business Response
Date: 06/05/2025
We sincerely apologize for the frustration and inconvenience this situation has caused the customer. We truly understand how disappointing and exhausting its been having to follow up so many times regarding their replacement cushions.
After reviewing the customers account, we were able to locate your order and confirm that the *** for the remaining part order is currently showing as 7/10/2025. We recognize this is an extended delay and not the experience the customer expected or deserved.
Should they no longer wish to continue waiting for the part, they do have the option to cancel the order at any time for a full refund.Customer Answer
Date: 06/18/2025
Complaint: 23418471
I am rejecting this response because:I need to be compensated at this point. I am NOT cancelling the replacement cushions for the defective ones you sold me. I am expecting the ottoman replacement in July now. How will I use my couch by cancelling? This has not been a manufacturing delay issue, 3 times this was a customer service issue ordering the wrong parts etc etc. No responses. Now it went from March after ordering the wrong part to May, now thats extended out till July and no one notified me.
I want the replacement part for the defective ones you sold me and I want to be compensated for my trouble due to your negligence in handling the order properly. My couch was unable to be used the majority of the year. If the original cushions werent defective I wouldnt be here right now. And its been over a year to get the replacements in. This is ridiculous.
Sincerely,
****** *******Business Response
Date: 06/21/2025
We do apologize the customer received the incorrect part from the vendor.
unfortunately, we will not be able to compensate for the delays in getting the parts for the Ottoman as this was a replacement part purchased by customer.
If the customer no longer wishes to wait for the part, we can cancel the part order and refund the customer.Customer Answer
Date: 06/23/2025
Complaint: 23418471
I am rejecting this response because:The Mistakes were on City Furniture and not the vendor. City furniture ordered the wrong part multiple times and then lost it. This is ridiculous. And this replacement part was to replace defective cushions that originally came with the couch. I want this case to remain open until Ive received my replacement part I paid for LAST YEAR. If its not been delivered by the new promise date Ill dispute with my bank. DO NOT CANCEL MY ORDER. And I expect an update if there is another delay, because I was told I would be updated for May and was not. Now the date has changed again.
Sincerely,
****** *******Initial Complaint
Date:05/29/2025
Type: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 May 17, 2025, I purchased a dinette set from City Furniture for $1570.73.The dinette that was delivered consisted of a Round glass top with a wood base, with 3 chairs; the order was for 4 chairs.The 3 chairs that came with the table were also damaged ( scratches on the paint, which the delivery man tried fixing with a colored crayon). I contacted their customer service and spoke with Leidym, and she assured me that they will send a replacement chair the following day, 4/22/25. This is the only reason I said ok to the delivery, but I didn't sign for the merchandise. Later on that same day, Traveo, the salesperson, called me and said that there was only 1 chair left in inventory and it was at their ***** store,he couldn't tell me how long it would take to be shipped to the store in **********. I told him to please come and pick up the dinette set because I wanted a complete set and to refund my money, and that I would come back on the weekend to choose something else.The company refunded $ ******* out of $1570.73.I am a 70 yr old woman with limited funds. I don't think I should be deducted $129.99 from the total bill, because of no fault of my own. The merchandise was never delivered as promised. Any assistance that you can provide would be greatly appreciated.Thank You.Business Response
Date: 05/30/2025
We sincerely apologize for the experience and the inconvenience this has caused the customer. We understand how frustrating this situation has been, especially considering the circumstances, and we truly appreciate the customer's patience.
At this time, we are actively reaching out to our accounting team to review and assist with the request regarding the missing $129.99 from your previous refund. We want to make sure this is addressed properly and will follow up with the customer as soon as we receive an update.Customer Answer
Date: 05/30/2025
Complaint: 23392063
I am rejecting this response because:
What is there to investigate, they have the purchase price on the receipt and refund to my credit card in 3 different transactions .So for one credit they have 3 transactions so far.
I really don't understand what the problem is.
Sincerely,
**** ******Business Response
Date: 05/31/2025
The guest has been assisted with a refund in the amount of $129.99 back to their original form of payment (Discover). Please allow 3-5 business days for the funds to reflect on their account. the credit memo number 073011Customer Answer
Date: 05/31/2025
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:05/25/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 3-******************** Program from City Furniture on March 29, 2024. The **** has a significant manufacturing defect: one part of the upholstery is sunken, and the underlying foam does not return to its original shape, indicating a material or workmanship flaw.On April 28, 2025, I filed claim #****** under this 3-Year Program. City Furniture denied my claim, alleging the defect was caused by "moving," based on an internal technician's report. However, City Furniture has consistently refused to provide me with this report, preventing any transparent review or independent assessment of their findings.The "Investment Information" document **** 10.05.18 SFL), provided by City Furniture at purchase, explicitly states the 3-Year Program covers "manufacturer's defects in workmanship and materials." This contractual document contains no clause that voids warranty coverage for such manufacturing defects if the furniture is moved. The reported defect is clearly a manufacturing issue, not damage from a standard household move.I have made numerous attempts to resolve this with City Furniture: through online chat (most recently May 7, 2025, with representative Jessa), formal email correspondence, and, importantly, I personally visited the City Furniture store on two separate occasions to speak with managers about this unresolved issue. These visits also yielded no satisfactory resolution.City Furniture's continued refusal to honor the 3-******************** Program, based on an unsubstantiated claim of moving damage (supported only by a secret internal report) and a misinterpretation of "moving" that is not supported by our contractual terms, constitutes a breach of our agreement and their warranty obligations. Their only offer has been a 30% discount towards a new purchase, which is an unacceptable resolution for a defect that should be covered under the existing, paid-for service program.Business Response
Date: 06/01/2025
We regret that the customer did not have the experience we strive to provide for all our customers. At **********************, we are committed to clear and transparent communication regarding our policies and procedures.
In this case, the customer was assisted with an exchange for their loveseat, which is currently scheduled for delivery on June 4, 2025. Following the delivery, a team member will follow up to ensure the customer is fully satisfied with the resolution.
We appreciate the opportunity to make this right and value the customers feedback as it helps us improve our service.Customer Answer
Date: 06/01/2025
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,
Philippe RatesInitial Complaint
Date:05/25/2025
Type: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.
Dear BBB (City Furniture Corporate Team),During the last month 4/6/25 we went to the store, we have been with a nightmare with city furniture. I am writing this message as a final attempt to resolve an ongoing and deeply frustrating issue. We are exhausted, stressed, and completely disheartened by the experience weve had with City Furniture. We feel mistreated, deceived, and discriminated against throughout this entire process.We made a purchase which included a full Living, Dining, Bedroom Set, among others items as a rug. Since then, we have encountered multiple issues with product quality, incomplete deliveries, and poor customer service.The rug was only delivered recently and arrived in a severely damaged and bent condition, as clearly shown in the video we have. It remains unused in our garage due to its deteriorated state. According with city furniture records it items was delivered on 4/6. The dining table top was never delivered. We were assured by sales associate, and store manager that the table top would arrive by the second week of May. That was lie just obligated us to buy the full furniture there, promised us something false on May 18, we were informed by another store manager that the top will not arrive until July, which is entirely unacceptable. We are paying a credit card that they offered us, without enjoying our furniture. The sofa we received is damaged, malfunctioning as it was reported. One of the reclining seats does not work. and have already paid for items that we either did not receive or received in unacceptablecondition. We are looking to return everything and to get refund our total amount money paid. On Sunday 5/24 we went to the store and the store manager said us, that he never read the email and he is not interested to give any solution or resolution. He tried to intimidated us with his attorneys. We hope this matter can be resolved amicably and promptly. We have sent multiples emails trying to resolve amicable this issuesBusiness Response
Date: 06/03/2025
Thank you for the opportunity to respond to the concerns raised by our customer. We sincerely apologize for the inconvenience theyve experienced. At City Furniture, we are committed to delivering high-quality products and services, and we regret that we fell short in this instance.
Dining Room Set:
The customer contacted us regarding the partial delivery of their dining room set. While the dining chairs and table base were delivered, the tabletop was on backorder. It was initially expected by mid-May but was later delayed to July. We understand and regret the inconvenience this caused.
To address the situation, a credit memo was issued, and the customer was refunded for the backordered tabletop. The customer then expressed interest in the Nomad Mid Tone 94" Oval Table with 4 Chairs (Mid-tone Legs), along with 4 additional chairs, bringing the total to 8. The base price for this configuration is $2,899.70, with each additional chair priced at approximately $299.95, totaling roughly $4,100.
For comparison, the original selectionthe ******** dining set with 8 chairs and a ****** White Tabletop and Basewas priced at $979.99 for the table and $1,520 for the chairs, for a total value of approximately $2,500. As the newly selected set is significantly more expensive, the customer would be responsible for covering the price difference if they choose to proceed.
Additionally, the customer received a $300 promotional price adjustment at the time of sale (April 6, 2025, Invoice #******-20) and a 7% promotional discount of $368.75 via Credit Memo #******-20. Should the customer choose not to proceed with a reselection, we are happy to schedule a pickup and issue a full refund for the dining chairs and table base as noted in Credit Memo #******-20. The tabletop has already been refunded.
In a conversation with the customer on June 3, 2025, they opted to proceed with a pickup of the dining chairs and table base. This pickup is scheduled for Friday, June 6, 2025. Upon inspection of the returned pieces, our Accounting Team will issue the remaining refund for the dining set.
Sectional:
On the original invoice, the customer selected the ***** sectional. Upon delivery, they received a leather sofa that had visible damagea broken wood frame on the left side and misaligned stitching. A certified repair specialist was sent to address the issue. While the chaise was repaired, it did not meet the manufacturers standards.
We offered an exchange for the damaged piece, which the customer declined. Due to the multiple concerns raised, we extended a one-time courtesy reselection to a different sectional of equal or greater value, with the understanding that the customer would be responsible for any price difference.
The customer selected the ***** Sectional under Invoice #******-20, which was delivered on April 29, 2025. The replacement sectional had minor imperfections, including a stain on the back of the recliner and stitching misalignment on one arm. After reviewing their options, the customer chose to retain the sectional and accepted a $200 City Furniture gift certificate as a resolution.
Rug:
Regarding the ***** **** 8X10 AREA RUG under Invoice #******-20, the item was a display model and was discounted from the original retail price of $1,299.95 to $107.51 (Invoice #*****-20). If the customer does not wish to keep the item, we are fully prepared to coordinate a return and issue a refund.We followed up with the customer on 6/3/******** customers expressed a desire to reselect again. We advised that a reselection option was not available, as we already offered a 1 time reselection prior with the ***** sectional .
During the call The customers also reported mechanical issues with two reclining components of the ***** sectional:
KU ***** ** BEIGE FABRIC LEFT POWER RECLINER SKU: ******* Not reclining correctly
KU ***** ** BEIGE FABRIC RIGHT POWER RECLINER SKU: ******* Not reclining fully
We offered to send a service technician to address the mechanical issues, but the customers declined, stating they were frustrated with the time already spent on the matter. As a courtesy, We offered to exchange both affected pieces, confirming the items were in stock. The customers declined the exchange, citing upcoming travel plans.
We confirmed the scheduled pickup of the dining chairs and table base on Friday, June 6, 2025, and reviewed all details discussed during the call. We have remained in communication with the customer and made several good-faith efforts to resolve their concerns. These efforts include issuing refunds, offering promotional discounts, facilitating reselections, and providing goodwill compensation.The customer has indicated their intent to consult with legal counsel. We remain committed to working toward a resolution and will continue to cooperate fully.Customer Answer
Date: 06/03/2025
Complaint: 23375771
I am rejecting this response because:
Sincerely,
******** ArchromeCity furniture
Response to City Furniture BBB Complaint.
Below in red is City Furniture original response and their legal and financial arguments. Have added my response to their statement and additional context. Apologies if the responses appears to be duplicate, but I wanted to address each point individually.
Thank you for your response. However, after carefully reviewing the attached receipts and the corresponding City Furniture credit card statements, it is clear that the amounts paid for each item do not match the pricing City Furniture has claimed. The discrepancies are not minor and indicate a broader issue with how the charges were applied.
Specifically, City Furniture appears to be misrepresenting the situation to its advantage. The so-called discount that has been referenced is misleading. The core of the issue lies in the fact that both the original sofa and the sectional were advertised online at lower prices than those listed in-store. The price difference for the sofa was approximately $300, which should have been directly applied as a price adjustment to the sofa itselfnot distributed across the total purchase as a general discount. This approach misrepresents the nature of the price correction and fails to reflect transparent pricing practices.
The same pricing inconsistency occurred with the sectional, which was also advertised online at a different (lower) price than in-store. These inconsistencies undermine consumer trust and suggest a lack of clarity between City Furnitures online and in-store pricing policies.
Given these facts, we request that City Furniture:
1.Apply the correct price adjustments to each item individually as reflected in the original receipt.
2.Provide a clear and itemized breakdown of the pricing corrections that aligns with the payment records on the credit card statement. Including the taxes, delivery fees, and other charges.
We appreciate your attention to this matter and expect a fair resolution in accordance with proper pricing disclosures and consumer protection standards.
Thank you for the opportunity to respond to the concerns raised by our customer. We sincerely apologize for the inconvenience theyve experienced. At City Furniture, we are committed to delivering high-quality products and services, and we regret that we fell short in this instance.
Additional Response to BBB Complaint City Furniture
We would also like to address the concerning behavior and communication issues we have experienced with City Furnitures customer service and sales team.
On June 3/2025, we spent approximately two hours on a call with ******* from Customer Relations. This call was recorded with her full authorization, as during a previous conversation she made statements that contradicted what was said during this most recent call. This inconsistency in communication is deeply troubling and reflects a broader pattern of misleading and unprofessional conduct.
City Furniture has attempted to justify what we experienced as simple miscommunications or delays. However, we view this as an unacceptable attempt to minimize the real issues at hand, including:
Rude, discriminatory, and disrespectful behavior exhibited by staff, which has made this experience extremely distressing.
Failure to admit errors in both the sales process and customer service interactions, despite clear evidence and admissions made by representatives such as *******.
False promises and misrepresentations during the sales process. We were told at the time of purchase that all furniture itemsincluding the bedroom set and dining setwould be delivered within two weeks. This was a critical part of our decision to purchase all items together.
Unexpected delays: We were later informed by customer service that some items would not be delivered until July. ******* herself admitted this was not simply a delay, but a result of irresponsible practices driven by a commission-based sales model, which prioritized profit over honest, respectful treatment of customers.
This demonstrates a troubling pattern where sales staff prioritize commissions over transparency, leading to significant consequences for customersincluding financial loss, stress, and wasted time.
We ask that City Furniture take responsibility for both the pricing issues and the unethical conduct we encountered throughout this process. We are requesting:
1.A written apology and acknowledgment of the misleading information given at the time of sale.
2.A full breakdown of the pricing corrections based on original online pricing.
3.Immediate action to resolve the delay in delivery or appropriate compensation for the inconvenience and financial impact.
We hope the BBB will take these concerns seriously, as this situation goes far beyond a simple misunderstanding. It reflects a systemic issue with how City Furniture conducts its business and treats its customers.
Dining Room Set:
The customer contacted us regarding the partial delivery of their dining room set. While the dining chairs and table base were delivered, the tabletop was on backorder. It was initially expected by mid-May but was later delayed to July. We understand and regret the inconvenience this caused.
To address the situation, a credit memo was issued, and the customer was refunded for the backordered tabletop. The customer then expressed interest in the Nomad Mid Tone 94" Oval Table with 4 Chairs (Mid-tone Legs), along with 4 additional chairs, bringing the total to 8. The base price for this configuration is $2,899.70, with each additional chair priced at approximately $299.95, totaling roughly $4,100.
Updated Response to BBB Complaint City Furniture
We appreciate the opportunity to provide further clarification regarding our experience with City Furniture.
First, it is true that during a phone call last week, City Furniturethrough their representative Moniquepresented us with an option to choose a different dining set. At that time, we were asked to let them know which alternate dining set we might be interested in, and we simply indicated one that we liked. However, we made it very clear that this was not a final decision. We explained we would need to see the furniture in person before making a definitive choice.
Unfortunately, ******* has mischaracterized our intent, assuming and implying that we were trying to take advantage of the situation. This is completely untrue and unfair. As we clearly stated during todays call (which was recorded with her permission), our only goal is to return everything and go to the store to reselect new dining and living room furniture. If the newly selected items are more expensive, we have no issue paying the difference. We are not seeking to gain anything unfairly we simply want to be treated with the honesty and respect that any customer deserves.
It is disappointing that *******, instead of resolving the situation fairly, has chosen to prejudge us and defend City Furnitures missteps rather than acknowledge them. This continues a pattern of shifting blame to the customer rather than addressing the real issue: City Furnitures misleading sales practices and failure to deliver as promised.
To clarify the pricing matter again:
The dining table top and base were purchased for $999, and
The dining chairs were $199 each (8 total).
This does not include taxes or delivery fees, which are also reflected on the receipts.
Any discount that City Furniture is referencing is misleading in nature:
1.A portion of the price difference stemmed from the discrepancy between the online advertised prices and the in-store prices, and
2.Another portion was a general promotion or discount for using the City Furniture credit card, which has nothing to do with the pricing discrepancies or delays.
Ultimately, our decision to purchase everything was based on the sales representatives assurance that all furnitureincluding the dining and bedroom setswould be delivered within two weeks. We only learned after purchase that some items would not be available until July, which was a complete surprise and contrary to what was promised.
Even ******* admitted today that the sales department is commission-based and motivated to close sales quickly. That pressure appears to have led to misleading promises, poor follow-through, and disrespectful treatment toward us once we started raising concerns.
We are requesting the following resolution:
1.Return and full cancellation of the current furniture selections;
2.The ability to reselect dining and living room pieces in-store with transparency on pricing and delivery timelines;
3.Acknowledgment from City Furniture that we are not at fault and have not tried to take advantageof any policies or promotions;
4.Clear and accurate adjustment of all pricing to reflect the originally advertised online prices, along with a breakdown of taxes, delivery, and any applicable credit card discounts.
For comparison, the original selectionthe ******** dining set with 8 chairs and a ****** White Tabletop and Basewas priced at $979.99 for the table and $1,520 for the chairs, for a total value of approximately $2,500. As the newly selected set is significantly more expensive, the customer would be responsible for covering the price difference if they choose to proceed.
Additionally, the customer received a $300 promotional price adjustment at the time of sale (April 6, 2025, Invoice #******-20) and a 7% promotional discount of $368.75 via Credit Memo #******-20. Should the customer choose not to proceed with a reselection, we are happy to schedule a pickup and issue a full refund for the dining chairs and table base as noted in Credit Memo #******-20. The tabletop has already been refunded.
In a conversation with the customer on June 3, 2025, they opted to proceed with a pickup of the dining chairs and table base. This pickup is scheduled for Friday, June 6, 2025. Upon inspection of the returned pieces, our Accounting Team will issue the remaining refund for the dining set.
Final Response to BBB Complaint City Furniture
Today, Tuesday, June 3, 2025, marks almost two months since we made our purchase at City Furniture, as shown on the receipt dated April 6, 2025. Despite repeated follow-ups and good faith efforts to resolve this situation amicably, we have still not received the dining table topan essential piece of furniture we paid for.
We purchased these items to enjoy a complete, livable home, not to spend months waiting on incomplete or mismanaged deliveries. We offered City Furniture a fair and reasonable solution: to exchange the incomplete items for in-stock furniture that we can use immediately. However, this has not been handled respectfully or effectively by any level of the company, from sales to management to customer relations.
Throughout this process, we have encountered:
False information and broken promises from sales representatives.
Disrespectful, evasive, and inconsistent responses from store managers (***** *****, Aslehy *****) and the customer relations agent *******.
Incorrect records in their system, such as the rug being marked as delivered on April 6, when in fact it was only delivered mid-****** in poor condition (folded, broken, and unacceptable). According to *******, this was normal, which we find completely unprofessional.
Regarding the Dining Set:
We want to return the entire dining set due to the incomplete and delayed delivery, and we request to:
******** a new dining set of equal value based on the original prices shown on our receiptnot the devalued amounts City Furniture is now trying to apply retroactively, which contradict our credit card statement and receipts; or
2.Return all furniture, including the living room set and dining set, and receive:
A full refund of all amounts paid,
A $0 balance on the City Furniture credit card,
And a formal confirmation of the cancellation.
We are not trying to take advantage of the company. We are simply asking for what is fair. If we pay for something, we expect to receive it in full and in good condition. It is unacceptable for City Furniture to suggest otherwise, especially while they continue to hold us financially responsible for incomplete or undelivered items.
Sectional:
On the original invoice, the customer selected the ***** sectional. Upon delivery, they received a leather sofa that had visible damagea broken wood frame on the left side and misaligned stitching. A certified repair specialist was sent to address the issue. While the chaise was repaired, it did not meet the manufacturers standards
Updated Final Response to BBB Complaint City Furniture
Date: Tuesday, June 3, 2025
This response is to document and clarify our ongoing unresolved issues with City Furniture and to ask for immediate assistance in reaching a fair resolution.
We made a large purchase at City Furniture on April 6, 2025about two months agoand our experience has been filled with false promises, delays, disrespectful treatment, and damaged products.
Unresolved Delivery & Product Issues:
Despite City Furnitures system falsely showing everything was delivered, we still have not received the dining table top, a crucial part of our order. We were told everything would be delivered within two weeks. Yet two months later, our dining table top remains not delivered. The rug, which their system falsely marks as delivered on April 6, was only received in mid-May, and in terrible conditionfolded, broken, and unpresentable.
Even worse, the ***** sectional arrived damaged, with:
Broken wood at the corner
Misaligned stitching
Visible manufacturing flaws
We have pictures and videos documenting this. A technician was sent, and he only applied wax to the damaged woodan unacceptable repair for a brand new sectional. We did not pay for secondhand or repaired furniture, but for new, undamaged items.
Unprofessional Conduct & False Claims:
City Furnitures team has consistently responded with rude, dismissive, and dishonest behavior. This includes:
Sales representatives who made false promises about delivery times and availability.
Store managers (***** *****, Aslehy *****) who have not taken responsibility.
Customer relations agent *******, who has misrepresented our intentions and minimized the damage and delays as normal. She also tried to devalue our furniture after the fact, even though our credit card statements and receipts show the actual full prices we are being charged.
We offered a fair, simple resolution: either let us exchange the dining and living room furniture for available items, or return everything and receive a full refund.
We are not trying to take advantage of the companywe are simply demanding the value, condition, and service we were promised and paid for. City Furnitures current handling of this case is unprofessional and unethical, and we hope the BBB can help enforce a fair and respectful resolution.
We offered an exchange for the damaged piece, which the customer declined. Due to the multiple concerns raised, we extended a one-time courtesy reselection to a different sectional of equal or greater value, with the understanding that the customer would be responsible for any price difference.
The customer selected the ***** Sectional under Invoice #******-20, which was delivered on April 29, 2025. The replacement sectional had minor imperfections, including a stain on the back of the recliner and stitching misalignment on one arm. After reviewing their options, the customer chose to retain the sectional and accepted a $200 City Furniture gift certificate as a resolution.
Final Expanded Response to BBB Complaint City Furniture
We are writing to fully document our complaint against City Furniture, including deceptive sales practices, delivery of damaged goods, unethical customer service, and misleading marketing. After two months of trying to resolve this in good faith, we are more than disappointedwe feel exhausted, deceived, and taken advantage of.
Background & Timeline of Events:
April 6, 2025: We made a major purchase at City Furniture, including a dining set, the ***** sectional, a rug, and more. We were promised delivery within two weeks.
Over time, we experienced:
Undelivered pieces (e.g., dining table top still missing),
Damaged products (***** sectional with broken wood and poor stitching),
Inaccurate records (e.g., rug marked delivered April 6, actually received mid-May in terrible condition),
Rude and misleading communication from City Furniture staff at every level.
***** Sectional Replacement Deception:
After the ***** sectional arrived damaged, a technician applied wax to broken wood and left. This was an unacceptable repair for a new item. We were told we could exchange the sectionalbut when we arrived at the store, we were pressured into purchasing the ***** sectional, the only option available, per sales rep ****** *******.
The in-store tag price on the ***** was $3,000, while the online price was $2,600a $400 discrepancy we consider false advertising and unethical marketing.
When we challenged this, the store manager attempted to fix the price with a discountbut we took photos of the original tag, which we still have as proof.
***** Sectional Delivery Issues:
The ***** sectional was delivered on April 29, outside the promised timeframe.
We were out of the country and trusted the process, but the sofa arrived dirty, and the delivery team rushed us into accepting it, offering a $200 store credit instead of a resolution.
We later discovered that the recliner mechanism was broken, and the delivery team never even attempted to test it.
Out of frustration, we contacted ****** ******* and manager ***** *****, who told us to accept the $200 credit and that they would fix it later. This never happened.
Retaliation by Customer Relations:
Last week, we spoke with Monique from Customer Relations, who acknowledged all of this and promised an exchange. However, during todays call (June 3), ******* changed her position entirely, contradicting everything previously stated.
We believe this sudden change was retaliation for our BBB complaint. That call was recorded with her permission, as we knew there would be inconsistencies. It confirms how the company has no consistent policies and retaliates when customers escalate issues.
Summary of Key Violations:
False advertising (mismatched online/in-store pricing),
Delivery of damaged goods (***** and ***** sectionals, rug),
Coercive delivery tactics (accept a store credit or nothing),
Inaccurate delivery claims in their system,
Broken commitments by sales and customer service staff,
Retaliation after filing a BBB complaint,
Failure to test products upon delivery (non-functioning recliner mechanisms).
We Are Requesting One of Two Fair Solutions:
OPTION 1: Product Exchange
Full return of ***** sectional, dining set, rug, and all associated items.
Allow us to reselect furniture in-store based on our original receipt prices (not discounted or adjusted figures).
We will pay the difference for any upgrades.
OPTION 2: Full Refund
Return all items,
Full refund of all payments made,
$0 balance on our City Furniture credit card,
Formal documentation of cancellation and refund.
We have retained photos, videos, receipts, credit card statements, delivery logs, and recordings of calls where City Furniture acknowledges these problems. We are not trying to take advantage of the businesswe are demanding what we paid for: new, complete, undamaged furniture delivered as promised. Our experience have been subjected to deceit, mistreatment, and stress.
Rug:
Regarding the ***** **** 8X10 AREA RUG under Invoice #******-20, the item was a display model and was discounted from the original retail price of $1,299.95 to $107.51 (Invoice #*****-20). If the customer does not wish to keep the item, we are fully prepared to coordinate a return and issue a refund.
We followed up with the customer on 6/3/******** customers expressed a desire to reselect again. We advised that a reselection option was not available, as we already offered a 1 time reselection prior with the ***** sectional .
During the call The customers also reported mechanical issues with two reclining components of the ***** sectional:
KU ***** ** BEIGE FABRIC LEFT POWER RECLINER SKU: ******* Not reclining correctly
KU ***** ** BEIGE FABRIC RIGHT POWER RECLINER SKU: ******* Not reclining fully
We offered to send a service technician to address the mechanical issues, but the customers declined, stating they were frustrated with the time already spent on the matter. As a courtesy, We offered to exchange both affected pieces, confirming the items were in stock. The customers declined the exchange, citing upcoming travel plans.
We confirmed the scheduled pickup of the dining chairs and table base on Friday, June 6, 2025, and reviewed all details discussed during the call. We have remained in communication with the customer and made several good-faith efforts to resolve their concerns. These efforts include issuing refunds, offering promotional discounts, facilitating reselections, and providing goodwill compensation.The customer has indicated their intent to consult with legal counsel. We remain committed to working toward a resolution and will continue to cooperate fully.
We respectfully request that the BBB consider the totality of this experiencefrom false advertising, broken delivery promises, and product issues, to the unprofessional conduct of City Furniture staffand help us reach a resolution that restores both fairness and trust.
We are fully prepared to escalate to additional legal or consumer protection channels if necessary. However, we still hope to resolve this matter peacefully and professionally.
In SUMMERY:
Final Response BBB Complaint Against City Furniture (*************** Location)
Date: Tuesday, June 3, 2025
Customer: [Your Full Name]
Store: City Furniture ***************, **
To Whom It May Concern:
We are submitting this final response and summary of our unresolved complaint with City Furniture (***************), stemming from a large purchase made on April 6, 2025, and numerous failed attempts to resolve the issue fairly. We have experienced product defects, delivery failures, deception, unauthorized charges, intimidation, and disrespectful customer service.
?? Timeline of Key Issues:
April 6, 2025 Purchase made at *************** store. We were promised delivery of all furniture (including dining set, sectional, rug) within 2 weeks.
Mid-May Rug delivered more than a month late, not April 6 as falsely recorded in City Furnitures system. It was folded, damaged, and unacceptable.
***** Sectional Arrived with broken wood and misaligned stitching. Technician applied wax only, which is not a valid repair for a new product.
We were told we could replace it. But at the store, we were forced to accept the ***** sectional the only option available, priced $400 higher in store than online. We have photo evidence of the pricing discrepancy.
?? ***** Sectional: Dirty, Defective & Delivered Late
The ***** sectional was delivered on April 29, late.
We were traveling abroad when it arrived. Delivery team told us we had to accept a $200 store credit or nothing, and rushed to leave without testing the recliner functions.
Upon return, we found the recliner mechanisms were broken. Now City Furniture only offers to send a technician to fix it, which we refuse we paid for new furniture, not repaired or damaged goods.
? Unauthorized Use of Store Credit
The $200 store credit was never used or authorized by us.
It was applied by sales **************************************************************** the damaged rug without our knowledge or consent.
?? False Pricing & Billing on Dining Set
We never received the dining table top, meaning the set is incomplete.
We agreed to return the remaining items, but City Furniture is now disputing the original pricing, claiming a value different from our receipt and credit card statement.
This is completely false and unethical.
?? Misleading Communication & Intimidation
*******, the Customer Relations representative, has changed her story multiple times.
During a recorded call last week, she admitted fault and promised a fair exchange. Today, she reversed everything, which we believe is retaliation for our BBB complaint.
We recorded the call with her consent, and it clearly shows the company changing their position and contradicting their promises.
On May 18, we met with manager ***** *****, who threatened us with City Furnitures corporate attorneys. We felt intimidated and discriminated against, simply for asking for fair treatment. ******* was made aware of this in our call, but now claims she does not remember. She is welcome to review the recorded call.
? Our Counteroffer to Resolve This Dispute:
We do not accept broken or fixed furniture. We purchased a new home and expected new, fully functional furnishings not repaired, misrepresented, or forcibly discounted items.
We respectfully present two final options to close this matter:
Option 1 Return & Refund
Return all items (incomplete dining set, ***** sectional, damaged rug),
Full refund of all payments made,
$0 balance on the City Furniture credit card,
Full cancellation in writing.
Option 2 Exchange at Original Conditions
Return the incomplete and defective items,
Allow us to reselect new dining and living sets from the store,
Maintain the same pricing, discounts, and terms from our April 6, 2025 purchase,
Or apply a 10% discount on the reselected items, as ******* verbally offered.
?? Evidence Provided:
Receipts and credit card statements
Photos of damaged items
Screenshots of online vs in-store pricing
Delivery records contradicting City Furnitures system
Audio recordings of conversations (with consent)
Written communication with sales **** and store managers
We believe this complaint reflects serious ethical failures and ask the BBB to assist in reaching a fair and final resolution. City Furnitures conduct has been financially harmful, emotionally exhausting, and legally questionable.
We are fully prepared to escalate to additional legal or consumer protection channels if necessary. However, we still hope to resolve this matter peacefully and professionally.
Sincerely,
Dr. ******** Archrome
Dr. ****** Archrome MD
**********
**********
*********************************
*************************
*******************************the evidence upon to request
Customer Answer
Date: 06/05/2025
Part of the evidence. Real
evidence. We have conversations records, emails. Text messages. And all of evidence. On their case (city furniture) is just he said and she said but without any legal evidence like us.
Customer Answer
Date: 06/05/2025
Part of the evidence. Real
evidence. We have conversations records, emails. Text messages. And all of evidence. On their case (city furniture) is just he said and she said but without any legal evidence like us.
Customer Answer
Date: 06/05/2025
More evidenceCustomer Answer
Date: 06/05/2025
More evidenceCustomer Answer
Date: 06/06/2025
***** to update and to let you know, City Furniture are playing with our time, money, and energy. Today the schedule to pick up the items between 11:30 am to 2:30 pm. Now it is Friday June 6/2025 at 3:27 pm and no one came to pick up anything. We need to leave to travel for work.
City is looking for something legal as a store manager told us they have a corporate lawyers so they can do whatever they want it.
Customer Answer
Date: 06/06/2025
Subject: Request for BBB Arbitration and Mediation City Furniture Refund Discrepancy
To Whom It May Concern at the BBB,
I am writing to formally request the immediate mediation and arbitration of the BBB due to a serious discrepancy in the refund promised by City Furniture. And paid from our part.
A representative from City Furnitures ****************************** *******, informed the BBB in her response that the refund for our dining room set would be approximately $2,500. However, we have just received an official document from City Furniture showing that they are only refunding about $1,300 to our account.
This is an unacceptable difference of more than $1,000, and we believe this constitutes fraudulent behavior and deceptive business practices. They dont include delivery fees paid, and other fees. City Furniture clearly provided false information to both the BBB and to us, and we feel we are being directly robbed.
Therefore, we are urgently requesting:
BBB mediation to resolve this matter and ensure transparency.
BBB arbitration, if mediation does not produce a fair resolution.
A thorough investigation into this case, as we are prepared to pursue legal action if necessary.
Attached are the following documents as evidence:
The written statement sent to the BBB by ******* from City Furniture.
The recent refund breakdown from City Furniture showing the reduced amount.
We respectfully ask the BBB to intervene and help us obtain the correct refund that we were promised. We expect a fair and honest resolution to this issue.
Sincerely,Customer Answer
Date: 06/09/2025
Thank you! Of course I am going to contact the ********************* as soon as possibleBusiness Response
Date: 06/13/2025
To comply with the customer's request we completed the pick up of the remaining furniture on 06/12/25 and funds are being returned to the original form of payment. It may take 7 to 14 days to reflect their Synchrony Account.Initial Complaint
Date:05/22/2025
Type: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 paid for delivery service and the delivery personnel damaged my home and City Funiture is not address/correct damage. I have called their officer several times and they will not call us back or provide assistance. My home is new, and I can't get the repairs complete. The store manager just keeps putting us on hold.Business Response
Date: 05/23/2025
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 numberInitial Complaint
Date:05/22/2025
Type: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.
Been trying to get delivery scheduled for some mattresses that were ordered. Promised delivery on a certain day after purchase but that day was missed by City Furniture. Trying to get another delivery scheduled but cannot get any information back from the store manager or sales person. Have been texting and calling for 10 days without any response. The delivery is in another state at a house I am building and there is only certain times that someone will be at the delivery location. Trying to confirm the new delivery date but am not getting any response from City FurnitureBusiness Response
Date: 05/23/2025
We sincerely apologize for the frustration and inconvenience this experience has caused and understand the importance of clear communication, especially with out-of-state deliveries. Pick-up is scheduled for today, 5/23/2025, and delivery typically takes 24 weeks. The team will remain in contact with the customer to provide updates and greatly appreciates their patience.Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction 5/2/25 Invoice number 503923/27 Initial delivery of the furniture was on time as agreed, but one of the products was damaged. After filing a claim with the company they agreed to send a replacement product. New date was agreed on, but the delivery didn't happen as the company cancelled on the day of. After so many complaints they finally sent another product. This was now a third day off I had to take from work to receive the delivery. In the process of delivering the furniture to the desired room they cracked a brand-new Kitchen countertop. Damage claim was immediately submitted with the driver still present on premises. I was informed it will take 48 hours to hear back from the claims department. It has now been over a week and still no one from the company has reached out. We have called and asked for status and update and were repeatedly told we have to wait for them to call us. This countertop between material and fabrication has costed us close to $10k.Business Response
Date: 06/03/2025
We sincerely apologize that the customer did not receive the experience we strive to provide. We understand how frustrating in-home damage can be and are committed to resolving this matter.
On May 27, 2025, our In-Home Damage Claim Manager spoke with the customer regarding their damaged countertop. Initially, a settlement of $100 was offered and respectfully declined by the customer. We then extended an updated offer of either a $200 check or a $300 City Furniture gift certificate as a goodwill gesture. The customer declined these offers and expressed a preference to have the countertop repaired instead.
In response, we are actively working with our repair specialist team to obtain a professional estimate for the repair. Once we receive the necessary information, our In-Home Damage Claim Team will reach back out to the customer to discuss the next steps. The customer is welcome to correspond directly with our **************** Team at ******************************************************************* for updates or additional information. We remain committed to finding a fair resolution and appreciate the customers patience as we work through this process.
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