Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  City Furniture

  4779 Vineland Rd Orlando, FL 32811

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
• 

  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  

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

• Initial Complaint

  Date:05/21/2025

  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.

  Our family purchased a brand new couch May 29th of 2023 with the 3 year in home warranty. In July we noticed the couch had a corner where it was missing leather and were advised to submit a warranty claim since we were outside the 30 day window to file against the delivery service. We did not cause the damage and wanted to get it fixed right away so we filed a claim. They sent a technician out who put some type of paste on the spot and then painted it with a color that didnt even match the couch. I should have vocalized my dissatisfaction at the time but thought it was of city furnitures standards to do repairs this way. Today, I have requested to get support for this original damage since we are still under warranty and the substance put on this damaged spot has since worn off and looks as it originally did. One representative tried to tell me they couldnt support us cause it was due to pet damage which I told her was not the case. Then the supervisor I spoke with told me she didnt want to offend me but the photo I provided today is probably worse than what I originally submitted and did not have access to the original photos I submitted. I luckily have the original photo, and video right after the acceptable repair and you can see the damage then is the same damage today. I should have never allowed them to try and fix missing leather and pushed for other support which is what I want today. The supervisor stated the best they could do was offer me a discount on a new purchase. I clearly told her I didnt want a discount and I just want support for damage they attempted to repair and failed to resolve. I have been a loyal city furniture customer and are extremely disappointed with the approach to this entire circumstance considering I invested in their warranty.

  

  Business Response

  Date: 06/04/2025

  We apologize for the inconvenience the customer has experienced We had a  Certified Repair Specialist assist the customer with  their repair on 6/3/2025. 
  

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23360586
  
  
  
  I am rejecting this response because: City Furniture only provided one option which was to perform a repair exactly like the original one. I stressed to them my concern that it’s not a long term solution and does not resolve missing leather. They told me it was the only thing they could offer me. 

  
  
  
  Sincerely,
  
  
  
  Meghan Kenney

  

  Business Response

  Date: 06/25/2025

  Our In-Home Service Program covers repair or replacement for furniture with manufacturer defects in workmanship or materials. In this case, the technician determined that the sectional was repairable, so the necessary repairs were completed in the customer’s home in accordance with the warranty coverage. Please see the attached before and after photos for reference. Thank you.
  

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a four-piece bedroom set from Ashley store #** for approx $3000 that was delivered to my home in August of 2022. I also purchased a three year IN HOME SERVICE PROGRAM for $300. A month ago I called the ************* Contact number because a dresser drawer was stuck, not gliding properly. A tech came to my house. He said the parts for the repair would arrive at my home and I should call again once they get here so he could come back to fix the drawer. A few days later someone from the store called and said my furniture set was discontinued and that the parts needed to repair my furniture were no longer available. There has been a lot of back and forth since then, and now additional drawers from the nightstands are also getting stuck. I was offered one of the following: 1. $140 as a check - this won't be enough to have a ********* come out and fix all the drawers. 2. $240 store credit - this doesn't help me because what I want is not available at their store.3. Replace my entire set of furniture - I like and want to keep my existing set. The only other set that comes remotely close to what I would want is about $1,000 more expensive than the existing ones I have, and the store is making me pay that difference. I am sure it will be more cost-effective to send a ********* to fix the drawers that are not gliding properly. I understand the exact parts are not available, but a ********* could fix the drawers with a generic rail system. This is all I am asking for. Not only are they unable to meet this simple request, but now they are telling me that i need to give them an answer on the above options by today. I don't understand this deadline since my warranty is valid through the end of August.

  

  Business Response

  Date: 05/21/2025

  Were sorry to hear the customer experienced issues with their ********************. We have presented the customer with all available options to assist with this matter. At this time, we are unable to offer any additional concessions for keeping the current items as-is.
  Since the customer has an active *************** plan, we extended the option to reselect the two nightstands and the chest at no additional charge. A credit memo (Credit Memo #******-44) was issued on April 5, 2025, which allows the customer to apply the full amount paid for the original set toward a replacement. This solution ensures the customer receives the full value of their original purchase and offers a seamless path to resolve the issue through reselection.
  The customer is welcome to visit any ********************** showroom, where a sales associate can access their invoice and assist with the reselection. The value of the original purchase will be applied toward the new items selected, which must be of equal or greater value. There will be no restocking fees or delivery charges associated with this exchange.
  Upon delivery of the new items, our technicians will remove the original furniture from the customers home. Please note that the *************** plan does not transfer to the new invoice, and the customer would need to repurchase this coverage if desired.
  If the customer has any additional questions or needs further assistance, they may contact us directly at ************ or email us at *****************************************
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23271007
  
  I have visited City Furniture's showroom prior to submitting my claim in an effort to find a solution to this issue, and I am rejecting their response because:

  City Furniture's offer does not take into account any of the following factors: 

  1. The available sets of furniture at CITY Furniture do not fit within the footprint of my bedroom or the existing bed, which also matches my set. 

  2. The currently available sets of furniture at CITY Furniture do not match the bed I had purchased to go along with the pieces of furniture I had originally purchased from CITY Furniture.

  3. The currently available sets of furniture at CITY Furniture that are remotely comparable in quality and design to the four-piece set I purchased are much more expensive than the price I paid in 2022, meaning that if I were to accept their offer and choose a new matching set, I would have to come out of pocket significantly in order to find a set that is even close to what I had before and that will somewhat match what I have. They are fully aware of this, as I had communicated this to them on multiple occasions. Their solution is basically leaving me with the option to spend more money, not to make good on the guarantee I purchased extra money for. 

  Ultimately, the plan I purchased, which you have a copy of, is an agreement that requires them to repair any damages during the period of the warranty. This is what I am asking for. I want to keep the same furniture I purchased in 2022, and have them repair as promised. If they are not able to repair the pieces and honor the warranty, I am requesting a full refund of my entire purchase plus the warranty I purchased, so I can get the damaged pieces fixed elsewhere and/or purchase new pieces that better match the set I own and at a comparable quality and price. I have even offered to hire a ********* to fix the damages and pass  the cost onto them, which would be less than the value of an entire new set of furniture as a reasonable solution and they have not accepted that either.

  I searched for many months before I found and decided to purchase this set. It was measured to ensure it would fit perfectly, align with the windows, existing bed, door frames, etc. I am unfortunately not able to settle for just anything they have. I purchased the warranty for this very reason - so I did not have to worry about getting a new set for many, many years. I had a reasonable expectation that this warranty I purchased would protect me from this situation. I either want this existing set to be fixed or I want a full refund so I can go find new pieces that fit, that are comparable and at the price I paid for in 2022. I am not interesting in spending any more money at City Furniture to get one of their sets that do not even match. 

  Selling a warranty to a client and then making them buy a new product and spend more money because they are unbale to honor that warranty is no way to do business. 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/20/2025

  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.

  Despite paying in full, the chandelier(s) were never delivered or picked up.Lack of Communication:Repeated attempts over six months to obtain an update went unanswered, in violation of reasonable retail customer service standards.Also, receipt says cash and never paid cash paid with my debit card.Forgery of Signature:City Furniture provided a pick-up declaration no pickup schedule-bearing my signature in the *** and SOF sectionssignatures I neither provided nor *************** **************** initially issued a credit, then reversed it after City Furniture submitted only the original purchase receipt (no proof of delivery/pickup).6. Attempts to Resolve Directly Multiple phone calls and emails to sales staff and store supervisors.Assurance of resolution within 48 hours on several occasions ***************** contact yielded only an inventory investigation, irrelevant after six months of inaction.7. Desired Resolution Please resolve this matter by taking one of the following actions at no additional cost to me:Issue a full refund of $1,069.95, or Deliver the purchased chandelier(s) to my address listed above.8. Attachments (if available)Copy of the invoice ****** Bank dispute documentation Emails or call logs confirming follow-up attempts Pick-up declaration form allegedly bearing my signature

  

  Business Response

  Date: 05/20/2025

  We sincerely apologize for the inconvenience the customer has experienced.We spoke with the customer on May 15, 2025, and forwarded the matter to our ********************** As of May 20, 2025, Credit Memo #******/3 was issued to refund Invoice #******/3 in full for the amount of $1,069.95.
  The refund will be issued via check and mailed to the following address:
  ******************
  *******************
  Please note that refunds sent as checks for debit or cash payments typically take 1014 business days to process, excluding weekends and holidays.
  If the customer does not receive the check within that timeframe or has any additional questions, we encourage them to contact us directly at ************ so we can further assist. Thank you for your patience and understanding.
  

  Customer Answer

  Date: 06/03/2025

   
  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,
  
  ****** Ofeidokyi

• Initial Complaint

  Date:05/14/2025

  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.

  On April 5, 2025 I purchased a mattress from City Furniture (***********************************************) based on the explicit promise of 60 months of interest-free financing for the amount of $2,889.34. This offer was clearly stated by both the salesperson, ******** ******* (Jaydee), and the store manager at the time, *****. The financing arrangement was the primary reason I agreed to increase my spending beyond my original ********* my surprise and frustration, I recently discovered that the credit card company associated with the financing is now charging me interest. This directly contradicts the terms that were promised at the time of sale.When I returned to the store to address the issue, I was informed that the manager, *****, no longer works there. Since then, I have made three follow-up phone calls, during which I have been repeatedly denied the opportunity to speak with either the original salesperson or a manager. No one has taken responsibility or offered a resolution.This experience has been extremely disappointing and has left me feeling misled and deceived. I strongly advise other consumers to get any financing offers from this store in writing and to verify all terms directly with the credit provider before making a purchase.I am requesting that City Furniture honor the original financing terms that were promised to me60 months with no interestand ensure that my account is adjusted accordingly. I hope for a prompt and fair resolution to this matter.

  

  Business Response

  Date: 05/21/2025

  We apologize for the misunderstanding regarding the customers financing terms. We have contacted our **************** team regarding the concern and were advised that a promotional financing change was successfully submitted on the customer's behalf. We hope this resolves the issue and appreciate the opportunity to make it right.
  

  Customer Answer

  Date: 06/03/2025

   
  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,
  
  Yoladia Barro

• Initial Complaint

  Date:05/12/2025

  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.

  We purchased a fabric sofa with chaise from City Furniture on Nov 4, 2023 for a total of $2,054.22 included delivery, ********************* and tax. Soon after, we noticed a steel rod could be felt in the backrest, making it very uncomfortable. We contacted customer service on [insert date] and a technician confirmed that a part needed to be replaced. However, it took months for the part to arrive. When a different technician came to install it, he found it was the wrong part and unrelated to the problem. He resolved the issue without needing any parts.Shortly after, we discovered the fabric on the chaise was worn at the seams. The technician who previously ordered the incorrect part returned and attempted to sew it by hand with a needle and thread. The stitching was poorly done, visibly sloppy, and unacceptable for a relatively new piece of furniture. We expressed our dissatisfaction and provided photos, but were told by a customer service representativewho claimed to be a supervisorthat the matter was considered resolved and there was no one else to escalate to.We are requesting a proper repair or fabric replacement for the affected section of the sofa, as well as acknowledgment of the poor handling of our service experience. We would appreciate prompt corrective action.

  

  Business Response

  Date: 05/13/2025

  We apologize for the inconvenience this has caused the customer. We spoke with them earlier today and offered new seat coverings from the vendor as a resolution. A parts order has been placed, with an estimated arrival time of 12 weeks.
  Once the customer receives the casing, we will schedule a certified repair technician to complete the installation in their home. After the service is completed, we will follow up to confirm satisfaction.
  

  Customer Answer

  Date: 05/13/2025

   
  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:05/08/2025

  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.

  What started as a routine furniture purchase turned into a customer service ************ issues began when asking about an adjustable bed base with vibration features. A showroom employee gave vague "yeah, yeah it does everything" answers without properly addressing my specific questions. When the base was delivered, it wasn't what we expected at all. To make matters worse, the mattress we ordered didn't arrive on delivery day - after we'd already disposed of our old one.We immediately called the store to resolve the issue. Despite promises of callbacks within 24 hours, we had to repeatedly follow up ourselves. Our sales associate ****** initially seemed helpful, suggesting they would replace the base with a different model. However, after more unreturned calls and follow-ups, she eventually offered a $200 credit to keep the unwanted base because it would be "too much of a hassle" for them to take it back.When we requested a refund for just the base (not the entire order), and for them to please take the bases back, ****** said she would check with management about pickup arrangements. Instead she texted: "Hi *******, this is ****** with CITY Furniture. The next step is for you to contact customer care at ************. We are unable to do anything from the store level to get it picked up."The customer service department then dropped the bombshell that CITY Furniture has no return policy whatsoever. When we escalated the issue, we were told the store claimed we never discussed a vibrating base feature, and that they "had to believe their associate over the customer." Theses people can lie and say whatever they want. Save yourself the headache and shop elsewhere. Their "no returns" policy means you're stuck with whatever arrives. Despite multiple promises of callbacks, a proper resolution never came.

  

  Business Response

  Date: 05/12/2025

  We regret to learn that the customer did not have the experience we strive to provide. At City Furniture, we are committed to being transparent about our policies and ensuring our customers are well-informed at the time of purchase.
  As outlined in our store policies, returns or reselections are not permitted once merchandise has been delivered or picked up, especially given that customers have the opportunity to view, touch, and measure products in-store prior to purchase.
  In this case, the customer purchased two HH PLUS Adjustable Bases (SKU: *******) to support a Florida King mattress. This is the only adjustable base we carry that is compatible with that mattress size. The base includes the following features:
  Head and foot lift adjustments
  Two programmable memory positions and three preset positions (TV, Zero Gravity, and Anti-Snore)
  USB charging ports for added convenience
  Adjustable height legs
  Wireless remote control
  Under-bed LED lighting
  Please note that this model does not include a vibration feature. All product details, including these features, are clearly listed on our website at:
  ***********************************************************************************
  Weve also provided pictures of the adjustable base along with vendor instructions that confirm the features of this model. We sincerely apologize for any misunderstanding regarding the product and appreciate the opportunity to clarify.

   

• Initial Complaint

  Date:05/08/2025

  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.

  The Kristiland Bed was ordered Oct 2024. It was backordered, every attempt to deliver Ashely Furniture charged my credit card and at times charged it multiple times. They would cancel the deliver because the entire bed was not available, the charges would drop off. It was finally delivered on Feb 17, 2025. This bed was ordered for a guest bedroom. The total cost was $1,011.73. One of the support legs of the bed fell off and the side rails are crooked. The storage drawer is loose and does not stay closed at the foot of the bed. NO ONE HAS EVER SLEPT IN THE **** This is a guest bed and has never been used by anyone. It is already falling apart after only existing for two months. Ashely/City Furniture has refused to refund my money and come pick up this defective product. They do not stand behind the quality of their products. Their customer service will not allow me to speak with a supervisor.

  

  Business Response

  Date: 05/10/2025

  We sincerely apologize for the experience and inconvenience the customer encountered with their bed. Following the recent technician visit on May 3rd, it was noted that the slats and rails require replacement. To best resolve this matter, we would be happy to proceed with an exchange for the bed.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23268667
  
  I am rejecting this response because: It has taken me HOURS to get any type of fair resolution for this situation. I have spent approx 5 hours on the hold and spoke with approx 8 different people this past week alone. Not to mention before the tech came May 3, 2025. You sold me a defective product and have put me through so much frustration after waiting 5 months for the actual delivery of this bed. We are agreeing to a replacement, but that is not expected until June 9, 2025. That is.. if it actually shows up by then. With your history is leads me to believe it wont. If it does not arrive by June 9, 2025 and/or that bed is defective, we will pursue a refund in any way we need to.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/10/2025

  We sincerely apologize for the customers ongoing frustration and the inconvenience theyve experienced throughout this process. A replacement has been approved, and once the item becomes available, our team will promptly contact the customer to schedule delivery.

• Initial Complaint

  Date:05/06/2025

  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.

  Nature of Complaint: Failure to honor a customer resolution / Unfair expiration policy I have been a long-time, loyal customer of **********************, spending over $25,000 across multiple home purchases. In 2022, I experienced an issue with a large purchase totaling approximately /$15,000. As a resolution, City Furniture issued me a /$500 gift card, acknowledging the problem. At the time, I didnt need anything else, so I saved the credit for a future ************, in 2025, I am moving again and returned to City Furniture to make another significant purchase. I worked with the same sales ***resentative Ive used for years, and he placed the $500 gift card on my new invoice. He confirmed the credit was still showing on my account and simply needed customer service to apply ***** my surprise, I was told the gift card was no longer valid because more than 120 days had passed since it was issued. I was never clearly informed that the gift card had such a short expiration, and frankly, it is unreasonable to expect a customer who just spent /$15,000 to make another purchase within four months. I believe this expiration policy is predatory and not in good faith, especially since the gift card was issued due to a problem with my previous ******** a result, I canceled my new purchase and will take my business elsewhere. This situation is disappointing, not just for me, but also for the sales *** who lost a commission due to City Furnitures inflexible and poorly communicated policy.**Desired Resolution:**I request that City Furniture honor the $500 credit as originally promised, regardless of the 120-day policy, given the circumstances under which it was issued and my long-standing history as a customer. Alternatively, I would like to see a fair reimbursement or equivalent compensation.

  

  Business Response

  Date: 05/12/2025

    We sincerely apologize for the inconvenience the customer experienced. We spoke with the customer today regarding the complaint, and she informed us that the issue has been resolved with the assistance of our **************** team. We appreciate the customers patience and thank her for working with us to reach a satisfactory resolution.  
  

  Customer Answer

  Date: 05/12/2025

   
  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:04/29/2025

  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.

  USB port did not work on purchased ****. Store said they would order one and it would take twelve weeks. I suggested replacing it with one from a store showcase, but was turned down with an unfriendly representative. Twelve weeks were up April 15 and I called the store. Represenative said to wait a week as it would come to my house. Original person said it would come to the ******** didn't come. I called the store again, but our call was garbled and the person said she would call me right back. She finally called and said it should be in their warehouse. After checking there,it wasn't there. I just want it fixed.

  

  Business Response

  Date: 05/05/2025

  We sincerely apologize for the inconvenience and frustration this situation has caused. We have made multiple attempts to contact the customer and have left several messages regarding this matter.
  Due to the extended delay with the originally estimated arrival time for the parts order, we have canceled the parts order and issued an exchange to replace the power reclining console loveseat. The exchange number is 308747-50.
  The customer is welcome to contact us directly at ************ or via email at **************************************** for further assistance.
  We appreciate your patience and understanding as we work to resolve this issue
  

  Customer Answer

  Date: 05/05/2025

  I accept the offer for a replacement substitute (which I previously duggested, but was quickly refused). Their statements saying they have tried to contact me several times are completely false as I have had to contact them and then get help from the BBB to get a positive response.  I will proceed with their offer, but I don't want to close this until our couch has been repaired.

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I accept the offer for a replacement substitute (which I previously duggested, but was quickly refused). Their statements saying they have tried to contact me several times are completely false as I have had to contact them and then get help from the BBB to get a positive response.  I will proceed with their offer, but I don't want to close this until our couch has been repaired.
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 05/06/2025

  If City Furniture follows thtough with their offer, I will be satisfied.  Thank you for your service.  Without your help, I am positive nothing would hsve bern done.

   

• Initial Complaint

  Date:04/28/2025

  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.

  On December 18th, 2024, City Furniture visited my home to address furniture repairs covered under an extended warranty. This marked the third visit for peeling issues on a console. During this visit, the repair technician informed us that the console was beyond repair and required replacement. He documented the damage by taking photographs and also checked a recliner with stains, determining that parts needed to be ordered for its repair.We ordered replacement parts with a four-month delivery estimate. Although the parts arrived on April 12th, 2025, the repair appointment was scheduled for April 28th, 2025. At this appointment, we learned console parts werent ordered and recliner parts were incomplete. After a four-month delay, the technician lacked clarity on future appointments or repair timelines. Weve spent countless hours on the phone to resolve these issues, facing long wait times and multiple disconnections.Additionally, during the original delivery, personnel ran over our neighbors water line, leaving them without water for four days. They also delivered incorrect furniture and caused damage. These issues were partly resolved after calls and a formal apology from the ******************** However, current problems with repairs remain unresolved.Despite paying for an extended warranty and assurances of coverage, City Furniture has failed to provide resolutions. This ongoing ordeal has been frustrating, with a lack of accountability and poor communication. We are escalating this matter with BBB before pursuing legal action.

  

  Business Response

  Date: 04/29/2025

  Please accept our sincerest apologies for any disappointment and inconvenience the customer have experienced.
  
  The customer was assisted with an exchange for the console scheduled for 05/02/2025

  Customer Answer

  Date: 04/29/2025

  The situation with City Furniture is only partially resolved. A customer service agent contacted me, offering monetary compensation for my console. However, I declined the offer, as I wanted my console to match the rest of the furniture I had purchased. Eventually, they agreed to provide me with a replacement console, which is scheduled for delivery on May 2, 2025. This resolves the console issue.

  
  Unfortunately, the issue with the lounge chair remains unresolved. We have not received any update on the arrival of the correct parts for the lounge chair's repair or the estimated time of its fix. City Furniture mentioned that a technician named ***** was supposed to call us back on April 28, 2025, but as of this evening, April 29, 2025, we have not heard from him. We are still waiting for clarity on when the lounge chair will be repaired under warranty.

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23259906
  
  

  The situation with City Furniture is only partially resolved. A customer service agent contacted me, offering monetary compensation for my console. However, I declined the offer, as I wanted my console to match the rest of the furniture I had purchased. Eventually, they agreed to provide me with a replacement console, which is scheduled for delivery on May 2, 2025. This resolves the console issue.

  
  Unfortunately, the issue with the lounge chair remains unresolved. We have not received any update on the arrival of the correct parts for the lounge chair's repair or the estimated time of its fix. City Furniture mentioned that a technician named ***** was supposed to call us back on April 28, 2025, but as of this evening, April 29, 2025, we have not heard from him. We are still waiting for clarity on when the lounge chair will be repaired under warranty.

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

  

  Business Response

  Date: 04/30/2025

  The customer has a Certified Repair Specialist scheduled for May 5, 2025, to install the seat casing on the left power recliner. Additionally, an exchange is scheduled for May 2, 2025, to have the media console installed.
  We sincerely apologize for the inconvenience this situation has caused and appreciate the customer's patience. We will follow up after the delivery and service appointments to ensure everything has been completed to their satisfaction.
  

  Customer Answer

  Date: 04/30/2025

  This is absolutely untrue we don't have a set appointment on May 5th no one ever called us to set this appointment and we have not heard From no one to set an appointment on May 5th. We would appreciate intrigity and we are not receiving integrity From City Furniture.

  The only appointment we currently have is for May 3rd to receive our console. 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23259906
  
  

  This is absolutely untrue we don't have a set appointment on May 5th no one ever called us to set this appointment and we have not heard From no one to set an appointment on May 5th. We would appreciate intrigity and we are not receiving integrity From City Furniture.

  The only appointment we currently have is for May 3rd to receive our console.
  

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

  Customer Answer

  Date: 05/05/2025

  City Furniture has completely failed to uphold its commitments. Today is Monday, May 5th, 2025, and despite their assurance that we had an appointment for the repair of our lounge chair, we have received no communication whatsoever. They never contacted us to confirm the appointment, yet we gave them the benefit of the doubt. Unsurprisingly, it is now 12:40 PM, and after taking the day off work, we have heard absolutely nothing from them.
  We have already endured four months of waiting for the necessary parts, only to receive incorrect components, leaving our lounge chair still unrepaired. After numerous assurances that the issue would be resolved, City Furniture has failed repeatedly to honor their word.
  To make matters worse, their delivery driver destroyed our neighbors water line, forcing them to go four days without water. Their handling of this situation has been unacceptable, with only partial resolutions and poor accountability.
  This level of negligence and disregard for their customers cannot be tolerated. We demand a clear answer immediatelywhen will our lounge chair be properly repaired or replaced? We expect urgent action and full resolution without any further excuses.
  

  

  Business Response

  Date: 05/12/2025

  An exchange was processed on May 2, 2025, for the media console (Exchange #******-19). The customer currently has an appointment scheduled for May 15, 2025, with a certified repair technician to install the seat casing for the chair in her home.
  Per our *************** Program, we are committed to repairing or replacing furniture with manufacturer defects in materials or workmanship. The customers *************** coverage remains active and will not expire until June 10, 2026.
  We will follow up with the customer after the service is completed to confirm her satisfaction and ensure the issue has been fully resolved.
  
  

  Customer Answer

  Date: 05/12/2025

  Dear City Furniture Team,

  We kindly request a confirmation call regarding our scheduled appointment on May 15th. According to your statements to the Better Business Bureau, multiple appointments have been set; however, when we contact your team, we are told there is no record of any appointments for us.

  
  Despite taking time off work and waiting for your technicians to arrive, no one has shown up to complete the necessary furniture repairs. We purchased a service warranty to ensure prompt repairs or replacements, but unfortunately, City Furniture has not upheld its commitment.

  
  We are uncertain where these conflicting appointment dates are coming from, but we believe it would be best for your team to contact us directly to establish a confirmed service date. Please reach out at your earliest convenience to resolve this issue.

  
  Thank you for your attention to this matter.

  
  Sincerely,

  Mark and ******* Izzo 

  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23259906
  
  I am rejecting this response because

  We have yet to receive any communication from your team regarding an appointment for May 15th. Furthermore, your response to the Better Business Bureau indicated that you had scheduled a couple of different appointments with us. However, despite taking time off work to accommodate these supposed service visits, no one has ever arrived to address the repair of our lounge chair.

  City Furniture has not fulfilled its commitment to us. We have made multiple attempts to contact your team and even sent a direct request for a call to arrange an appointment. Despite your assurances that our calls would be returned, we have yet to hear back from you.

  
  We ask that you promptly reach out to us to set up a confirmed service date and resolve this matter in accordance with the warranty we purchased.

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

  Customer Answer

  Date: 05/15/2025

  Dear Better Business Bureau,

  
  Once again, we took time off work based on City Furniture's assurance that they would be at our home on May 15, 2025. This case marks the second instance where a representative falsely informed you of their scheduled visit, yet they never showed upnor did they call to notify us.
  We have been waiting since December 22, 2024, to have our lounge chair repaired under warranty, and City Furniture has continuously failed to honor their commitment. Due to the persistent lack of integrity in their service, we will be following up with the State ********************************* Division today.
  No customer should have to endure what we have been through with City Furniture. It is deeply concerning that City Furniture receives the ratings it does while failing to treat its customers with honesty and accountability.
  

  Sincerely,

  Mark and ******* ****

  

  Business Response

  Date: 05/19/2025

    We sincerely apologize for any inconvenience the customer may have experienced. According to the technicians report dated May 16, 2025, the seat casing for the left power recliner was successfully addressed. The technician disassembled the recliner, removed the old seat, installed the cushion into the new casing, and reassembled the unit to meet the manufacturers standards. Please find the full technician report attached, along with before and after photos for reference. Thank you for your patience.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23259906
  
  I am rejecting this response because:

  "I am rejecting this response because falsifying my signature is fraudulent. I do not have a pet that could cause damage, and I was not home when the technician arrived. My husband, **** ****, was present at the time, and this constitutes fraud. I will be requiring signature verification.

  
  Additionally, we have a recording of the technician when he was at our home, in which he apologized. My husband, **** ****, informed him that we were recording, and the technician continued to apologize. He also mentioned going to *******, discussing the increased cost of groceries, and inquiring about the movie my husband was watching before his arrival. He wanted to find and watch the same movie but was repeatedly apologetic about everything we had experienced.

  
  Furthermore, City Furniture did not bring new pieces; they delivered old ones instead. Please refer to my attached pictures for evidence. We also want to stress that we maintain a clean home, and my husband was actively cleaning during the technicians visit. We have the technicians recording available for court hearings should City Furniture fail to honor the warranty we purchased.

  Sincerly,

  ******* Izzo 

   

   

  Customer Answer

  Date: 05/19/2025

  Please see pictures attached 

  Customer Answer

  Date: 05/19/2025

  Please see pictures attached 

  Customer Answer

  Date: 05/19/2025

  Dear Better Business Bureau, 

  I have attempted to send the pictures twice to document the condition of our furniture immediately after the technician completed the job, showing how City Furniture left it. Unfortunately, I previously sent the wrong pictureshere are the correct ones. But in the after photos, you can see the black marks on the lounge chair if you zoom in.

  
  This is the result of a warranty claim after we waited four months for the correct parts, only for the wrong ones to arrive. We then had to endure an additional month of waiting, only for City Furniture to shift the blame onto us, claiming we do not take proper care of our furniture.

  
  We have filed a complaint with the **********************, as no customer should have to endure the treatment we have experiencedespecially after spending over $20,000 following Hurricane ***. We urge the Better Business Bureau to take this into account when reconsidering the rating of this business.

  Mark and ******* Izzo 

  
  

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau,
  After further discussion with my wife and careful consideration of the serious allegations made by City Furniturespecifically their use of a falsified signature and the technicians failure to request my signature upon completing work on the lounge chairwe would like to present additional evidence to support our claim.

  
  Attached, you will find photos of the remaining sectional pieces, which clearly demonstrate that the furniture has been well maintained. These images directly contradict the false claims made against us. Contrary to their report, the sectional is in excellent condition, and no pet has caused any damage. Our small, well-groomed therapy dog, whose picture is also included, further confirms this fact.

  
  Additionally, we request that the black marks left by City Furniture during the warranty repair be properly addressed and removed. Given these discrepancies, we believe that City Furniture should issue a formal apology and correct their report to accurately reflect the true condition of our furniture. This situation is completely unacceptable, and we urge you to ensure it is properly resolved.

  Sincerely,

  Mark and ******* Izzo 

  

  Business Response

  Date: 05/20/2025

  We have provided a resolution to the concerns reported by the customer. The console with the peeling issue was completely exchanged, and the concern with the left power recliner was addressed by replacing both the cushion and the casing.
  Our technician thoroughly inspected the items during their visit and documented their findings with detailed notes and photos, including before and after images, as required. This documentation reflects the condition of the items and the corrective actions taken.
  As outlined in City Furnitures *************** Plan, we are committed to repairing or replacing furniture that presents manufacturer defects in workmanship or materials. In this case, we have fulfilled those obligations. Please refer to the attached documents, which detail the warrantys terms and conditions. At this time, no further action will be taken. We appreciate the opportunity to resolve this issue and thank you for allowing us to address it.
  

  Customer Answer

  Date: 05/20/2025

  I am rejecting this response because :

  I am rejecting this response because City Furniture has failed to provide the service and accountability expected. Our experience has been overwhelmingly negative, and we will never allow them back into our home or shop with this company again. If any of their products require service under our extended warranty, we will involve our attorney.

  
  From the very beginning, we have been treated with complete disregard. Their delivery team ran over our neighbors water line, causing water to flood the street and leaving him without water for four days. Despite clear video evidence, City Furniture initially refused to take responsibility, only agreeing to cover the damages after we demanded accountability.
  This incident was just the beginning. They delivered the wrong furniture, forcing us to wait days for the correct items. Then, when we needed repairs under our warranty, they sent the wrong parts, resulting in yet another month of delaysover the holiday season, no less.

  
  City Furniture has consistently failed to acknowledge its mistakes. Employees returned our paperwork, and someone in the office even went so far as to fraudulently sign my name on a form. Their own technicians confirm they have ignored multiple complaints. Their warranty repairs rely on a single technician, *****, who services areas from ************** to ****** and has openly stated that he is mistreated daily. We have a written statement from him, along with recordings, should legal action become necessary.

  
  This has been an exhausting ordeal, and City Furnitures continued lack of accountability is completely unacceptable.

  
  Sincerely,

  ******* and Mark  ****