Complaints

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

close

Find a Location

CITY Furniture, Inc. has 38 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  City Furniture

  643 E Crown Point Road Ocoee, FL 34761

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
• 

  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  

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

• Initial Complaint

  Date: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.

   
  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,
  
  **** ****

  n 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.

  

  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: 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,

• 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.

   
  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: 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

  

  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.

  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.

  
  ore 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

   
  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.

   
  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: 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.

  

  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.

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

  

  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: 08/22/2024

   
  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: 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.  

  

  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.

   
  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,
  
  *******************

  elivery 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.

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to attach photos to illustrate the case. But if I can't upload it to BBB's website, I'll be happy to send them by email. or to make an exchange to the actual product I saw. I even offered to take the floor sample if it were in reasonable conditions, but they also said no to that. After a 2-hour call with their customer care, and not getting anywhere, I decided to accept an exchange although they said they couldnt guarantee the right color. More time wasted and stress added because the 2nd item delivered was also very different from CFs ads and showroom piece. I have photos of the item being advertised on their website, instagram, and I have the photo of the item I saw in person at their **************. And I have photos of what I actually got. The tones are COMPLETELY different. At this point, I don't believe they will get it right, so I would like to receive a refund. OR... they exchange the item once again, but this time, making sure they will deliver the item as advertised by them and shown in their showroom. (not able to upload photos on BBB's website, happy to send them by email)

  

  Business Response

  Date: 08/07/2024

  We are sorry to hear the customer was not satisfied with their purchase. The Bowery Dark Tone Server is made of FSC-certified acacia wood. this type of wood can vary in color seeing it is a natural material.   FSC certification applies to a wide range of tree species. Each species has its own unique color and grain patterns, leading to differences in the appearance of the furniture. The finishes and stains applied to the wood can significantly alter its color as well as the lighting in the showroom. Different finishing techniques or products can enhance or mute the natural variations in the wood.  We exchanged the server on 7/30 and the customer was not satisfied with the piece. We offered the customer the option to reselect to a different piece. The customer can visit the showroom and a sales agent will be able to pull up the customers invoice number and assist them with the reselection process. We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal or greater in value than the original purchase. There is no restocking fee or delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice. If the customer should have any further questions they can call us directly by dialing ************ or email us at 
  **************************************** so that we can further assist. Thank you

  

  Business Response

  Date: 08/07/2024

  Please see the attached picture of the Bowery collection and the variations in wood.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22078839
  
  I am rejecting this response because their several ads (instagram, website, ads on sites, etc), salespeople, and floor item in the showroom do not mention or in any way suggest the possibility for such different color variations. Bait and switch.
  
  Sincerely,
  
  *********************************** Conde Barroca

  

  Business Response

  Date: 08/09/2024

  The customer received the exact item they purchased, according to the description, its a natural wood grain, unfortunately each piece will have some variations based on the wood its made from.  I have attached the description of the product. We made an effort to exchange the server and gave the customer the opportunity to chose between the Server they have in the home and new one we brought out. Since then customer has been approved to reselect since 8/1/23, we will honor the reselection until 8/20. 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22078839
  
  I am rejecting this response because: the wood color difference is not within normal range of wood variation. It's a color/ finishing that's altogether different from what I saw at their Doral showroom and ads. I would accept the floor sample, but so far, CF is refusing to provide me with the item I saw or issue a refund. They are interested in a solution that caters to them, not the customer.
  
  Sincerely,
  
  *********************************** Conde Barroca