Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

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

  
• 

  CITY Furniture, Inc.

  5250 W 20th Ave Hialeah, FL 33016-2004

  
• 

  CITY Furniture, Inc.

  2671 NW Federal Hwy Stuart, FL 34994-9317

  
• 

  City Furniture

  643 E Crown Point Road Ocoee, FL 34761

  

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

• Initial Complaint

  Date:04/08/2025

  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.

  Summary of Unresolved Damage Claim Invoice #****** | ******* ***** III Date of Delivery and Damage:March 14, 2025 Floor tiles were damaged during delivery of an adjustable frame and mattress by City Furniture.Nature of Damage:The delivery team caused visible and sharp-edged tile damage, which poses a safety hazard to the household.Spare matching tiles are already in the customers possession, which should reduce both cost and time for repairs.Initial Communication Timeline:March 19, 2025 First email sent to report the damage.March 20, 2025 Received a call from Auida in the ************************* who promised a follow-up and repair estimate within two business ******* further follow-up occurred.Escalation ****************** Concerns:Multiple emails sent on March 26, 28, and throughout early ****** documenting repeated lack of response.Response only occurred after the customer initiated follow-up emails.Since March 28, 2025, no further calls or updates have been received.Despite admitting fault, City Furniture has not provided a direct contact, manager access, or clear timeline for resolution.I formally requested to speak with a manager in the ************************* and be given a direct phone number for continued communicationno reply has been received.Attempts at Resolution by City Furniture:Customer Service offered $80 to $200 in store credit, which was declined.The customer has made it clear that they are not seeking store credit, but a full repair or reimbursement for damage caused by City Furnitures team.Customer Position:Expresses frustration, disappointment, and concern at the lack of ****************** I am forced to follow up repeatedly and take time out of the day to chase a resolution from a department I cannot speak with unless they reach out to me

  

  Business Response

  Date: 04/14/2025

  We sincerely apologize for any inconvenience and frustration the customer has experienced and regret the disappointment caused. This matter has been escalated to our Leadership Team to help drive the necessary improvements moving forward. Our In-Home Damage Claims Manager connected with the customer and extended an offer of a $500 check to resolve the claim, which the customer accepted. Please note that refunds issued by check for debit or cash payments may take 1014 business days to process, excluding weekends and holidays.
  We truly appreciate the customers patience and understanding throughout this process.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23175378
  
  I am rejecting this response because:

  We have received a response from City Furniture saying they will send the check of $500 and it should be delivered by May 12.

   

  We are still hesitant they will send this in an acceptable time frame so we are not closing this case until check is received.

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

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising 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.

  City furniture delivery crew came to exchange my sleeper sofa that had damage. While removing the sofa on my property they ripped out my rose **** roots and all that had been planted 2 days prior. This is a specialty drift rose tree that takes years to cultivate, graft, and grow. The cost to replace will be over $150 plus installation. We finally after scouring videos realized that it was the movers who did this since they tried to put the plant back improperly and it originally looked like an animal did the damage. This is completely unprofessional and unethical and someone needs to replace my dying plant or I will never do business with this company again. Between this and the other issues with my premium delivery service on another order this is a disgrace.

  

  Business Response

  Date: 04/09/2025

  We sincerely apologize for any inconvenience and frustration the customer has experienced. Please accept our sincerest apologies for the disappointment caused. This incident will be escalated to our Leadership Team to ensure the appropriate improvements are made.
  While the damage was not reported at the time of deliveryresulting in the denial of the claimwe want to emphasize that we value the customers feedback. As a gesture of goodwill for the inconvenience, we are offering a $50 gift card, which may be used in any of our showroom locations.
  We appreciate the opportunity to address this matter and thank the customer for bringing their concerns to our attention.
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23175179

  I am writing to formally reject City Furnitures proposed resolution of a $50 store credit in response to the property damage caused during delivery. This offer is both insufficient and inappropriate given the facts of the case.
  

  The damage specifically, the destruction of a mature rose tree on my property was intentionally concealed by the delivery crew. It was only discovered later via home surveillance footage, which clearly shows the crew damaging the tree and then attempting to hide it. This footage was reviewed after your customer service team had already closed for the day. I contacted your office at the earliest opportunity the next business day to report the incident.
  To suggest that I had only a 24-hour window to report damage that was deliberately hidden by your employees is unreasonable and unacceptable. This policy cannot be used to shield unethical conduct and avoid accountability.
  

  Furthermore, I have already incurred documented out-of-pocket costs totaling $213.98, which include:
  $120.00 for the replacement rose tree (purchased 4/18)
  $64.00 for professional landscaping and installation
  $29.99 for fertilizer used in an attempt to revive the damaged tree before ultimately replacing it
  These expenses are fully documented with screenshots and receipts, which I have already submitted to your team via email.
  

  A $50 credit which does not even begin to cover actual damages is not a good faith offer, nor is it in line with the level of responsibility City Furniture should uphold. I am respectfully requesting full reimbursement of $200. If I do not receive a satisfactory response, I am prepared to pursue formal action through small claims court and further complaints with regulatory agencies and consumer protection channels.
  I look forward to your prompt resolution of this matter.

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/30/2025

  We regret that the customer did not receive the level of service we strive to provide. At City Furniture, we aim to maintain transparency and clear communication throughout every part of the customer experience, and unfortunately, that standard was not met in this delivery.
  We spoke with the customer regarding the handling of their exchange and sincerely apologize for the way the situation was managed. In recognition of the inconvenience and the damages caused, we have issued a check in the amount of $180 to cover the damage to their rose ****. Additionally, a $50 credit has been applied toward the amount paid on the invoice.
  We appreciate the customer's patience and understanding as we worked toward a resolution, and we thank them for giving us the opportunity to make this right.
  

• Initial Complaint

  Date:04/07/2025

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Ashley Furniture for their refusal to honor the warranty service associated with my recent purchase. Below are the pertinent details:Product Purchased: Dining table Date of Purchase: September 1, 2024 Purchase Price: $2,264.98 Attempts to Resolve:Dates of Contact: Over 10 instances.Methods of Contact: Phone and email Responses Received: Each time, representatives informed me that the warranty I purchased does not cover any issues, contradicting the coverage details provided at the time of sale.Despite my persistent efforts to seek resolution, Ashley Furniture has consistently refused to fulfill their warranty obligations. I am seeking the Better Business Bureau's assistance in resolving this matter promptly. I request that Ashley Furniture either:Honor their warranty by replacing the table. Provide a full refund for the warranty service that has not been honored.Enclosed are copies of all relevant documents, including the purchase receipt, warranty agreement, and records of all communications with Ashley Furniture.Thank you for your attention to this matter. I look forward to your prompt response and a fair resolution.Sincerely,**** *******

  

  Business Response

  Date: 04/08/2025

  We apologize for the frustration and disappointment the customer encountered. 
  
  On 03/24/2025 the customer submitted a damage claim for the table.  On the claim the customer stated "Accidentally poured peppermint oil from a diffuser, the problem is that the oil was covered by a table cloth so we were unable to see it until next day when we realized about the accident. The varnish under the poured oil was completely peeled. The wood is intact".
  We did advise the customer that oil spills are not covered but as a good fait measure, we can send out a tech to see if the satin can be repaired. The tech did advise the staind cannot be repaired so we did follow up with the customer and advised the satin cannot be repaired, but we can offer a 20% discount from the original Purchase ($161.99) towards the replacement of the table.  
  The customer did acknowledge that he did receive the *************** Package at the time of the purchase.  Please see the attached IHS pamphlet that shows what is covered under the program.
  Please see pic attached of the damaged table.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23172538
  
  I am rejecting this response because:

  I would like to clarify a few important points regarding this situation:

  
  1. When we purchased the furniture, the sales representative explicitly positioned the 3-year protection plan as comprehensive, stating that any accidental damage would be covered and that if something were to happen, the table would be replacedno questions asked. This representation was a key factor in our decision to purchase both the table and the plan.

  
  2. Regarding the mention of peppermint oil in the report: we were not certain this was the cause of the damage. In fact, we believe it was more likely a manufacturing defect. The only reason peppermint oil was included in the report is because the store suggested that might be the cause and advised us to include it when filing the claim.
  
  
  No one is denying that the salesperson misled us regarding the scope of the protection plan. The contractor who inspected the damage yesterday informed us that the plan only covers extremely superficial issueslike something that could be touched up with a markerand no other types of damage are actually covered. This is a far cry from what was promised to us at the point of sale.
  
  This complaint needs to remain open to protect other potential buyers from falling victim to the same deceptive sales tactics. We are simply asking for the company to honor the commitment that was made to us at the time of purchase.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 04/09/2025

  We regret that the solution provided to you was not aligned with your expectations. We certainly do not want you to feel unheard or unappreciated.
  
  The information that was provided on the claim that was submitted to us,"Accidentally poured peppermint oil from a diffuser, the problem is that the oil was covered by a table cloth so we were unable to see it until next day when we realized about the accident. The varnish under the poured oil was completely peeled. The wood is intact." was what we used to determine if the claim is cover or not. Unfortunately, ************** spill was not a covered damage under the *************** program.
  Our final offer is 30%($242.99) off the original purchase price towards the replacement of the table.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23172538
  
  I am rejecting this response because:

  Unfortunately, I must respectfully decline the offer of a 30% discount, as it does not address the core issue of my complaint: the misrepresentation of the protection plan at the time of purchase.
  
  As I previously stated, the sales representative clearly conveyed that the protection plan would cover any accidental damage for three years, and that if something were to happen, the table would be replaced no questions asked. This was a critical factor in my decision to buy both the table and the protection plan.
  
  To clarify once again: we only included peppermint oil in the claim because thats what the store representative advised us to report. We are not certain that peppermint oil caused the damage, and we strongly suspect this may be a manufacturing defect. Regardless, the nature of the damage is less relevant than the fact that we were sold a protection plan under false pretenses.
  
  When your contractor visited, we were informed that the protection plan only covers damage that could be repaired with a markersomething drastically different than what was promised to us.
  
  This is not about feeling unheard or unappreciated. This is about holding your company accountable for deceptive sales practices. We are simply asking that you honor the terms as they were presented to us by your employee.
  
  For these reasons, I ask that this claim remain open. A 30% discount on a replacement does not resolve the underlying issue.
  

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

• Initial Complaint

  Date:04/03/2025

  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 furniture from CITY Furniture. Took a day off for delivery. Items arrived damaged. Told customer service while delivery drivers were there that it was NOT fixable. They insisted they send technician out to repair them. I told them to have replacement parts with the technician because it wasn't repairable. They agreed he would have replacement parts. Took another day off for repair technician. He arrives, items NOT repairable. He DOES NOT have replacement parts. ***** with customer service again. They filed a claim to replace BOTH damaged parts. Took a THIRD day off for delivery of replacement parts. Delivery drivers arrived with only ONE replacement. **************** wants me to take a fourth day off for redelivery. I just want a refund for the damaged item at this point and they refuse. I should not have to take four days off for delivery of furniture. ABSOLUTELY RIDICULOUS!!!!!!!!!

  

  Business Response

  Date: 04/07/2025

  We regret that the customer did not have the experience we strive to provide and sincerely apologize for any inconvenience and frustration this situation may have caused.To  address this matter and help prevent similar occurrences in the future, we have escalated this case to our Leadership Team for internal review and improvement.The customer reported damages to their order on the day of delivery. In response, we scheduled a visit from a Certified Repair Specialist. After inspection, the technician determined that both piers were damaged beyond repair. As a result, our **************** team scheduled an exchange to replace the damaged items.Unfortunately, only one pier was delivered during the initial exchange instead of the two indicated in the technicians report. To correct the issue, our team created an additional exchange to ensure the customer received both replacement piers.

  At that point, the customer expressed the desire to return the items altogether. We reviewed our return policy with the customer, which states that a full refund is available if an online purchase is canceled within three (3) days of receiving delivery. Returns initiated on or after the delivery date are subject to a $99.99 restocking fee, and original delivery and shipping charges are non-refundable.
  As a gesture of goodwill, we refunded the original delivery fee and credited the customer $181.04 for the inconvenience. While the offer was made in good faith, the customer advised us they would proceed with disputing the charges through their credit card company.
  Additionally, per the customers request, we processed a refund for the *************** Program on 4/6/2025 in the amount of $429.17.
  The customer currently has an exchange scheduled for 4/10/2025 to receive the remaining replacement pier. Our team will follow up after the delivery to ensure the issue is fully resolved and the customer is satisfied with the outcome.
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23156278
  
  I am rejecting this response because:  This business is an utter JOKE.  They think it is OK to make customers take off work 4 seperate days to get furniture delivered when it is THEIR fault another delivery needs to be made.  Each day taking off of work is money out of my pocket.  The latest piece was again delivered damaged.  I can not make this c*** up.  STAY AWAY FROM THIS BUSINESS if you want the undamaged furniture you paid for!  People do not want to, nor should they be expected to be home on 5 different working days to received what they ordered and paid good money for.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/24/2025

  City Furniture sincerely apologizes for the multiple inconveniences this guest has experienced and fully understands the frustration caused by the repeated delivery issues. The company recognizes how valuable the guests time is and regrets the disruption to their schedule.
  It is important to note, however, that on April 10, 2025, the guest accepted a courtesy discount to retain the damaged ** ******* GRAY OPEN PIER (SKU: *******) as is, in place of proceeding with another exchange. This agreement was made to avoid additional deliveries and provide a resolution that, at the time, was mutually agreed upon.
  City Furniture deeply regrets that the overall experience has not met the guests expectations and appreciates the feedback as an opportunity to improve both service and processes moving forward. The company remains committed to doing better and values every guests business and trust.

• Initial Complaint

  Date:04/02/2025

  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 April 9, 2024, I purchased the ****** 91" Light Gray Fabric Sofa for $638.95 (Order Number ******). After six months of use, the seat developed an issue. I contacted the store and filed a claim #******, providing photographic evidence. A technician visited on February 4, 2025, but stated that the issue could not be fixed. He confirmed that the sofa needed to be replaced, but the exchange required the companys approval. I immediately reached out to customer support via chat, but no solution was provided. The company refuses to replace the product or refund the amount paid.

  

  Business Response

  Date: 04/03/2025

  We sincerely apologize for the inconvenience caused by the lack of communication regarding the recent technician visit.
  The guest has been assisted with a part order for the full seat. The estimated arrival time for the part is 12 weeks, as we are receiving it directly from the vendor. Once the part arrives, the guest will need to contact us so we can assist with scheduling a technician to return and complete the installation.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23153703
  
  I am rejecting this response because: It doesn't seem fair to go five months without being able to use the product. The company was contacted in February 2025, and now it's already Aprilso how can a wait of another 12 weeks (three more months) be justified? The company's proposal is completely unfeasible.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 04/09/2025

  We regret that the customer did not receive the experience ********************** strives to provide. The company is committed to transparency and ensuring customers are well-informed regarding all policies.
  As outlined in the in-home service program, City Furniture will repair or replace furniture that exhibits manufacturer defects in workmanship and materials. Attached are the documents detailing the terms and conditions of this warranty for the customers reference.
  The item in question is manufactured by an overseas vendor, and the estimated time of arrival for replacement parts is up to 12 weeks. The parts were ordered on February 5, 2025, following the service appointment conducted on February 4, 2025.
  If, during the week of April 29th, it is determined that the parts are further delayed beyond May, City Furniture will provide the customer with alternate options at that time. We appreciate the customers patience and understanding throughout this process.
  

  

  Business Response

  Date: 04/09/2025

  Please see the attached document  regarding terms of service.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23153703
  
  I am rejecting this response because: Its been 9 weeks thats 64 days, or over 2 months. Do you really think its fair for a customer to wait this long for a repair?
  
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 04/10/2025

  see attachments

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23153703
  
  Since the purchase was made directly from City Furniture, there are no intermediaries involved in the process. Therefore, the company is directly and solely responsible for any issues with the product. The daily reports sent by the company are unrelated to the purchase or the defect presented, and they do not justify the delay of over three months in resolving the issue. 

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

• Initial Complaint

  Date:03/31/2025

  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.

  3/19/25 City Furniture - complaint against Plant City General Manager ****** **** Audulus Invoice #****** Original order date 7/6/24 (accent table)*Our accent table delivery date had been pushed out numerous times without any updates unless we called them. The latest was to be delivered in March which was then pushed to May of '25, almost 1 year from purchasing a small accent table for our business.* The sales person ***** ******* told us to stop by the store and pick up the item on the floor (we had done this with previous items as well when the delivery took too long at City Furniture).*When we arrived on 3/19/25 we were then told this was not company policy and they could not give us the in-store item *The General Manager ****** **** Audulus got involved and told my husband that there was nothing to be done, this was the policy, even though the sales person told us to come in and was upstairs on the 2nd floor not wanting to come down and clear up the situation.* My husband was frustrated at the situation asking if anything could be done, ****** was unwilling to help and then told my husband that he needed to leave or he would call the police; my husband wasn't yelling or swearing or doing anything un-acceptable other than being frustrated at the inconsistent communication and the lack of help.******* ACTUALLY called the police over this and they came and took our information and we are not allowed back in the store for a year. The Plant City police officers said they had been called out at least 4 times recently by City Furniture and that something seems seriously wrong with the management.* We have a credit of $231.02 that we can only use in-store but can not go to the store for a year, and don't want to shop there ever. We would like a refund.*We feel like we were discriminated against by City Furniture's Plant City Management team.*We are a family of 3 with an autistic child who was with us and have never had anything like this happen to us.

  

  Business Response

  Date: 04/01/2025

  We apologize for any inconvenience and frustrations this has caused the customer; It is never our intention to not fulfill our customer's complete order. 
  The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control.
  The customer was assisted with the cancellation of the accent table; however, the customer used a Gift Certificate in the amount of $200 that cannot be refunded and can only be used towards a new purchase.  We do understand the customer cannot go back to the Showroom, but we do have an online option where the customer can use the Gift certificate.  
  The $31.02 was refunded via a check on 03/21.

• Initial Complaint

  Date:03/28/2025

  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.

  I placed order ****** in the amount of $716.64 with City Furniture on November 18, 2024. It was delivered November 24, 2024, with all the items in damaged condition. I submitted a claim the same day, November 24, 2024. I agreed to keep 4 of the 5 items as is in exchange for $650 in store credits, and returned one item, which was picked up by City Furniture on December 12, 2024. In addition, a price adjustment of $71.67 reflecting a Black Friday discount of 10% that occurred within *********************************************************************** November, I was told that everything would be processed in form of a refund as I had no desire to purchase from this store again, but later I was told that the $650 would have to be processed as store credits, which I agreed to.Since then, I have contacted the company over 20 times, and each time I am told that a different department (these have included customer service, claims, sales associate, different managers/supervisors, etc), is in charge of processing the gift certificate in the amount of $650 and refunds of $14.95 + tax (return) and $71.67 + tax (price adjustment). I was told on January 29th, 2025, that the store credit exists under invoice number ****** and the only action pending is for someone to issue it as a gift certificate for me to use. Each person I have spoken with says that they are escalating the case to the correct department and promises that I will receive the gift certificate and refunds along with a callback within 24 hours. It has now been four months and I still have not received anything, and no one has called me back to date.

  

  Business Response

  Date: 04/02/2025

  We apologize if there was any misunderstanding regarding the offers made to the customer. The customer was offered compensation to keep the damaged items as-is, and they agreed to this resolution. It is important to note that gift certificates are not refunds but credits that can be used in our showroom to purchase new items. Once the customer visits the showroom, a sales associate will coordinate with our accounting team to apply the available funds toward their new purchase.
  Below is a summary of the credits and refunds processed for the customer:
  *********: $85.60 sent as a check to the customer's NY address on 2/4/2025 for *** damage concessions from 1/31/2025.
  089274-15: $34.54 credited on 12/2/2024 to **** ending in 5746 as part of a Cyber Monday Event.
  079311-15: $26.70 credit.
  085501-15: $107.00 credit applied toward a restocking fee for the chair.
  085831-15: $321.00 credit applied toward a restocking fee for the mirror.
  089274-15: $35.51 credit applied to Invoice #******.
  32.10 credited to the customers **** card for two vases.
  The customer currently has a total of $463.51 in credits available. We encourage the customer to visit our showroom to place their order, and our accounting team will ensure that these funds are applied accordingly.
  Should the customer require further assistance, they can contact us directly at ************ or via email at ****************************************************************.
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23128619
  
  I am rejecting this response because:

  As mentioned in my original complaint, I have contacted your customer service over 20 times, which is why this case has been escalated to Better Business Bureau.
  
  Regarding using the credits in store, I visited your ***************** store at *********************************************** per the same instructions given by your customer service. This is the closest showroom to me, but over an hour away. I traveled all the way there just to be told that to apply any credits in store or online, a gift certificate needs to be generated by your customer service as they cannot see or process any other type of credits on their end. Therefore, a gift certificate must be generated for me to be able to use the credits as expressed in my complaint.
  
  Regarding your list, you are referencing several credits/refunds that are irrelevant to this order. See below:
  
  017545-15: $85.60 sent as a check to the customer's NY address on 2/4/2025 for *** damage concessions from 1/31/2025. this refund pertains to a different order (#******) and reflects the agreed refund sum for the ****** Silver Table Lamps. This check refund is not relevant to this claim.
  
  089274-15: $34.54 credited on 12/2/2024 to **** ending in 5746 as part of a Cyber Monday Event. This reflects less than half of the $71.67 adjustment (10% of total order value). $37.13 is missing from the $71.67 Black Friday Cyber Monday adjustment.
  
  
  079311-15: $26.70 credit.
  085501-15: $107.00 credit
  085831-15: $321.00 credit
  089274-15: $35.51 credit
  32.10 credited to the customers **** card for two vases.
  
  Therefore, per your list and the applicable corrections, $612.94 is still pending refund in form of store credit. I expect your prompt response.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/11/2025

  Invoice # ****** total amount $ ******
  
  Cm # ***** and 89274 $66.64 back to **** for 10%  Promo event on 12/04 **** ending in 5746
  
  
  customer purchased a
  
  Planter Sku ******* $ ***** Customer was refunded
  Cm # ****** $ ***** check was mailed to the customer 
  
  Kalima Beige Accent Chiar Sku ******* $ 199.95
  CM # ****** $107 applied to inv # ****** for restocking
  
  Mirror Sku ******* $ 399.95
  CM # ***** $107 12/02 Check was mailed 12/02/2024 DOD damages to the mirror
  Customer was offered $300 discount to keep the damaged mirror as is that was not approved customer got refunded $100.

  
  Vase sku ******* $ 24.95

  
  Vase Sku *******  $29.95
  CM # ***** $32.10 refunded to card ending in 5746
  
  
  Per the break down the only credit that is pending is $100 from Cm #  ******

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23128619
  
  I am rejecting this response because:

  Again, you are referencing several credits/refunds that are irrelevant to this order. In addition, you stated in a previous message that the credits exceeded $400, now that they are allegedly $100. None of these are accurate and these discrepancies are a reflection of what I have been dealing with your company since November. See below:
  
  017545-15: $85.60 sent as a check to the customer's NY address on 2/4/2025 for *** damage concessions from 1/31/2025. this refund pertains to a different order (#******) and reflects the agreed refund sum for the ****** Silver Table Lamps. This check refund is not relevant to this claim.
  
  089274-15: $34.54 credited on 12/2/2024 to **** ending in 5746 as part of a Cyber Monday Event. This reflects less than half of the $71.67 adjustment (10% of total order value). $37.13 is missing from the $71.67 Black Friday Cyber Monday adjustment.
  
  
  079311-15: $26.70 credit.
  085501-15: $107.00 credit
  085831-15: $321.00 credit
  089274-15: $35.51 credit
  32.10 credited to the customers **** card for two vases.
  
  Therefore, per your list and the applicable corrections, $612.94 is still pending refund in form of store credit. I expect your immediate response to resolve this, otherwsie the next step will be legal action.
  
  Sincerely,
  
  **** ******
  

  

  Business Response

  Date: 04/15/2025

  After a thorough review of the customer's account, we have confirmed that all applicable credits and refunds have been properly issued.The majority of the funds the customer is disputing are related to gift certificates and credit memos that were provided as resolutions for Day of Delivery and In-Home Damage claims, making them directly relevant to the current complaint.

  Below is a detailed breakdown of the actions taken on the customers account:
  11/18/2024: Customer accepted a $450 gift certificate to settle an In-Home Damage claim related to invoice #******.
  11/29/2024: A $321.00 credit was issued (Credit Memo #******-15) for damaged ****** BLACK FLOOR MIRROR from invoice #******-15. The customer chose to keep the item as is.
  12/2/2024: The customer returned a chair from invoice #******. A $107.00 credit (Credit Memo #*****-15) was applied to invoice #******.
  12/2/2024: A $32.10 refund (Credit Memo #******) from invoice #******-15 was issued to the customers **** card.
  12/2/2024: A check for $107.00 (Credit Memo #******-15) related to invoice #******-15 was mailed and successfully cashed by the customer.
  12/2/2024: A Cyber Monday promotional adjustment totaling $70.05 was processed: $34.54 was refunded to the customers ****, and $35.51 was held as a credit on invoice #******-15.
  12/3/2024: A $16.00 credit (Credit Memo #******) for a returned planter was mailed as a check.
  12/6/2024: A $66.64 refund was issued for invoice #******-15.
  1/31/2025: A check for $85.60 was mailed to the customer for Day of Delivery damage.
  At this time, the customer has three outstanding credit memos totaling $463.51:
  Credit Memo #******-15 $321.00
  Credit Memo #0*****-15 $107.00
  Credit Memo #****** $35.51
  These credits remain available for use. The customer may visit any of our showrooms to apply them toward a new purchase. Our sales team will coordinate with our accounting department to apply the credits at the time of sale.
  Based on this detailed account history, we believe the customer has been issued all funds they are owed, and the matter has been handled appropriately.

  
  

  

  Business Response

  Date: 04/16/2025

  Upon review of this matter, we would like to clarify that a $300 discount was inadvertently applied to the customers account. During a routine audit conducted on November 29, 2024, it was determined that the discount exceeded the authorized promotional amount. In accordance with our internal compliance procedures, the discount was cancelled and corrected to reflect the accurate, approved amount.
  On the same date, November 29, 2024, a representative from our team made a courtesy call to inform the customer of the adjustment. Although we were unable to speak with the customer directly, a detailed voicemail was left explaining the situation and inviting them to contact us should they have any questions or concerns.
  We apologize for any inconvenience or confusion this may have caused. Our goal is always to maintain transparency and ensure fair treatment for all customers. We remain available and willing to discuss this matter further to ensure a clear and satisfactory resolution.

  

  Business Response

  Date: 04/16/2025

  Upon review of this matter, we would like to clarify that a $300 discount was inadvertently applied to the customers account. During a routine audit conducted on November 29, 2024, it was determined that the discount exceeded the authorized promotional amount. In accordance with our internal compliance procedures, the discount was cancelled and corrected to reflect the accurate, approved amount.
  On the same date, November 29, 2024, a representative from our team made a courtesy call to inform the customer of the adjustment. Although we were unable to speak with the customer directly, a detailed voicemail was left explaining the situation and inviting them to contact us should they have any questions or concerns.
  We apologize for any inconvenience or confusion this may have caused. Our goal is always to maintain transparency and ensure fair treatment for all customers. We remain available and willing to discuss this matter further to ensure a clear and satisfactory resolution.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23128619
  
  I am rejecting this response because this, again, is incorrect information. I was never notified about anything on your behalf, however, when I called your company back after I was promised the refund in the form of a check, I was told that it would be processed as a gift card instead. I agreed to keep the damaged items "as is" in exchange for the $650 gift card, which I am still waiting to receive. I have sent a breakdown of what is left to receive in my last two messages, you are welcome to review them.

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

  

  Business Response

  Date: 04/23/2025

  The gift certificates certificate #****** created on 11/18/2024 for $200 and certificate # ****** created on 11/18/2024 for $400 equal $650. Please see the attached documentation for detailed proof showing that the customer has both received and utilized these gift certificates. Thank you.
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23128619
  
  I am rejecting this response because you are referring to gift certificates from previous returns that were issued the day that I placed the order (11/18/2024) to use toward the payment of the order in question (#******). Your response only reflects the absolute lack of organization on your companys end. As you can see in the attached receipt, I used gift certificates (attached) totaling $650 to place the order. The certificates you mention are in no way related to the order in question, which was delivered on 11/25/2024 and a claim opened the same day. Gift certificates from two weeks before opening a claim for this order are absolutely irrelevant to this case. Again, a reimbursement of $650 promised in November is still pending, and the breakdown of the sum can be found in my previous messages. I expect a prompt response to finally resolve this amicably without having to take legal action.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/29/2025

  The customer is Disputing $650 +*****+*****=****** on an invoice that amount was ******
  

  We do not discount the entire amount of the invoice only the inventory charges.Inventory charges were ****** of which customer was credited *********/2/2024: A Cyber Monday promotional adjustment totaling $70.05 was processed: $34.54 was refunded to the customers ***** and $35.51 was held as a credit on invoice #******-15

  The ***** for the planter was refunded on Cm # ****** via a check.
  As for the $ 650 Gift certificate this is not valid as you can see the breakdown of each item that a credit was offered below.
  
  Invoice # ****** total amount $ ******
  Customer used a $450 Gift certificate, a $200 gift certificate and, $66.64 a **** ending in 5746
  
  customer purchased a
  
  Planter Sku ******* $ ***** Customer was refunded
  Cm # ****** $ ***** check was mailed to the customer 
  
  Kalima Beige Accent Chiar Sku ******* $ 199.95
  CM # ****** $107 applied to inv # ****** for restocking
  
  Mirror Sku ******* $ 399.95
  CM # ***** $107 12/02 Check was mailed 12/02/2024 *** damages to the mirror and the check was cashed
  Customer was offered $300 discount to keep the damaged mirror as is that was not approved customer got refunded $100 on Cm # *****
  

  Vase sku ******* $ 24.95
  

  Vase Sku 5850426 $29.95
  CM # ***** $32.10 refunded to card ending in 5746
  
  Customer has a total of ****** that is holding on  ****** and ******

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23128619
  
  I am rejecting this response because as stated in previous communication, a pending $650 gift card was offered by your customer service for the pending refunds and the inconvenience caused. I did not suggest this amount, it was offered on your companys behalf. As a business, changing this after this was agreed with your customer service is inappropriate and unethical.
  
  In regards to your breakdown, see below notes:
  Planter Sku ******* $ ***** Customer was refunded
  Cm # ****** $ ***** check was mailed to the customer 
  -- I have not received any check.
  Mirror Sku ******* $ 399.95
  CM # ***** $107 12/02 Check was mailed 12/02/2024 *** damages to the mirror and the check was cashed
  Customer was offered $300 discount to keep the damaged mirror as is that was not approved customer got refunded $100 on Cm # *****
  -- as you state above, I was offered $300 to keep this item. I never agreed to keep it in exchange to $100, it is a shattered mirror. The agreement was $300 and that is what should be honored.
  A Cyber Monday promotional adjustment totaling $70.05 was processed: $34.54 was refunded to the customers ***** and $35.51 was held as a credit on invoice #******-15
  - I have not received any refund or store credit in the amount of $35.51
  
  To settle this once and for all, the minimum I am willing to accept is the promised $300 for keeping the mirror ($200 of which is pending), $16 unreceived check for the planter + your mentioned $142.51, totaling $358.51.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/14/2025

  We cannot compensate the customer beyond the original amount paid for the items. City Furniture has made every reasonable effort to resolve this matter amicably and in good faith. Please see the detailed summary below and refer to the attached documentation for verification:
  $650.00 Gift Certificate
  Gift certificates #****** ($200) and #****** ($450), both created on 11/18/2024, totaling $650, were applied toward invoice #******-15 for the customers ******************** purchase.
  Damaged Mirror SKU #******* ($399.95)
  The item was not shattered, but the box was damaged. A credit of $300 (Memo #*****) was mistakenly issued and voided the same day. A revised and accurate credit of $100 (Memo #******/15) was issued on 11/29/2024 and sent as a check, which has been cashed. We attempted to contact the customer by phone and left a detailed voicemail explaining this adjustment.
  $35.51 Credit
  A valid standing credit of $35.51 remains available under Credit Memo #******-15, which can be used in any showroom. Documentation is attached for reference.
  $16.00 Credit
  A check for $16.00 (Credit Memo #******-15) was mailed on 01/29/2025 to *****************************************;Per our records, this was picked up by **** on 02/04/2025. If the customer did not receive the check, we are happy to request a stop payment and reissue it once we confirm the correct mailing address. (Proof of mailing is attached.)
  We believe we have gone above and beyond in addressing this matter and have provided all appropriate documentation. No further compensation is warranted. 
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23128619
  
  

  
  

  1) Email confirmation attached from City Furniture that a check would be issued for the mirror, which arrived shattered but I was willing to keep the frame and have a contractor replace the whole mirror part in exchange for a check refund of $320 + tax. ***** from City Furniture confirmed here that it would be sent to my home address, and it was never sent. *********** is now making a senseless claim that only the shipping box arrived broken, which is not the case. Both shipping box and the mirror arrived broken. Also, I never agreed to keep a shattered $400 mirror in exchange for $100 (which is another check I never received).

  
  

  2) *********** is stating that they have sent multiple checks that I have never received. They must submit check numbers with proof that they have been cashed and cannot simply claim this.

  
  

  3) In each response the company has submitted, they are providing a different amount that they still supposedly owe. In the previous response and a voicemail ******* from City Furniture left me on 4/16, they said I was owed $142.51, now a totally different amount. The reality is that they have promised a compensation of $650 in store credits over the phone, which includes refunds and a compensation for the massive inconvenience this has been. They cannot send a different amount each time depending on the person responding to the case. This reflects the same incoherence and irresponsibility that I've experienced since making the mistake of purchasing with them.

  
  

  Best,
  ****

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23128619
  
  See attached for their response last Friday, confirming that I should be issued $400.31. It's not the original amount that corresponds, but I'm willing to settle for this amount to be done with it. The department responding on your site is the party that has to issue it per their email.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/09/2025

  We appreciate the opportunity to address the customers concerns. After a thorough review, we would like to clarify several key points and reaffirm that City Furniture has made every reasonable effort to resolve this matter in good faith.
  The customer submitted two letters, one of which correctly references an email from Representative ***** dated December 2024. However, the second letter includes an email allegedly sent by a representative named ***** from ****************************************************************************. We can confirm that this email is not valid. There is no representative named ***** with access to that email address, and all legitimate City Furniture emails are assigned unique reference numbers that would not match across unrelated cases.
  We do, however, have a ***** employed in our ****************************** This representative corresponded with the customer on October 24, 2024, regarding a separate in-home damage claim. A settlement was offered and subsequently accepted by the customer on November 18, 2024. Supporting documentation has been included for reference.
  We have reviewed this matter extensively and have clearly communicated what has already been issued to the customer. At this time, we are unable to provide compensation beyond what has previously been offered and accepted.
  Summary of Resolved Items and Compensation:
  $650 Gift Certificate
  Two gift certificates (#****** for $200 and #****** for $450) were issued on 11/18/2024 and applied toward invoice #******-15 for the customers ******************** purchase.
  Damaged Mirror SKU #******* ($399.95)
  The item was not shattered, though the box was damaged. A credit of $300 (Memo #*****) was mistakenly issued and voided the same day. A corrected credit of $100 (Memo #******/15) was issued on 11/29/2024 and sent via check, which has since been cashed. We also made a phone call and left a detailed voicemail explaining this adjustment.
  $35.51 Store Credit
  A valid, unused store credit remains under Credit Memo #******-15, which the customer can use at any of our showroom locations.
  $16.00 Check
  A check for $16.00 (Credit Memo #******-15) was mailed on 01/29/2025 to the customers address at ***********************************************. ************ confirm pickup on 02/04/2025. If the customer did not receive the check, we are more than willing to place a stop payment and reissue the check upon confirmation of the correct mailing address. (Proof of mailing is attached.)
  We believe we have provided all appropriate credits and have met our obligations. No additional compensation is warranted at this time. We remain available should the customer wish to use the outstanding credit or discuss reissuance of the $16.00 check.
  
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  I made a purchase online for 3 pillows from CITY Furniture. One policy I was not sure about was the needing to be there for delivery. So I called a local city furniture by me to ask if they thought it was alright if I was not there that the 3 pillows would be delivered. I was told it should be fine as it was just 3 pillows and not furniture. I had 3 bar stools delivered before as well without being home and they left them so with this information I felt it was okay. The pillows were attempted to be delivered today but I was not home. They did not leave them and I was told I would be charged a $100 re-stocking fee now. A $100 stocking fee for literally just 3 couch pillows. I contacted customer service and they told me there was nothing they could do and another department handles that. When I asked for that department contact information, the agent told me I do not have one. Absolutely ridiculous with the lack of care and this policy that seems like there is no wiggle room on for 3 couch pillows. Also, I tried to reschedule the delivery and it says I would have to wait 2 weeks to get it delivered. Terrible experience.

  

  Business Response

  Date: 03/31/2025

  We apologize for any confusion regarding our delivery process. At City Furniture, we strive to be transparent about our delivery options.
  Our Free Shipping option is scheduled between 9 AM and 6 PM, and a 3-hour window is provided the night before your delivery. With this option, we place all furniture just inside the front door of your home or on the first floor/lobby of your apartment or condo building. Assembly is not included, and someone must be home during the delivery to sign for the package. We apologize for any misunderstanding and want to assure you that no fee will be charged to the customer. The next delivery is scheduled for 4/10/2025. For more information, please refer to our delivery terms and conditions here: ****************************************************************** .Thank you for your understanding.

  Customer Answer

  Date: 04/03/2025

   
  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,
  
  ******** *******

• Initial Complaint

  Date:03/27/2025

  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.

  We have ordered furniture from city furniture, showroom address *********************************************, at 22nd of march, i did my mayment with my girlfriend debit card, and they gave us delivery time for 27 march, with 4 to 6pm. Than they called my girlfriend day before everything was ok, but at 26 march evening they canceled delivery. When she spoke with them they reschedule for 28 march for 3pm to 6pm, but we just got text message they made schedule ***** to 2.30 which is imposible to receive it. When i come to store, i spoke with store manager his name is ***** *********, tried to help me, however at the end he could only put a message to their system.Even i told before my order it has to be 4pm, they still want to do their delivery whenever they want. This is un proffesionall service. I am as a customer paying to get my needs, and i have to messed up my day. Even they cannot do delivery on correct time, also they are saying $99 fee if they cannot do delivery. And their solutioj recischedule for another day, again whenever time they want.!

  

  Business Response

  Date: 04/02/2025

  We regret that the customer did not have the experience we strive to provide for all our customers. At **********************, we aim to be clear and transparent about our policies to ensure a positive experience.
  At the point of sale, customers receive the terms and conditions, including shipping  guidelines and paperwork that clearly outline delivery options and what to expect. We take several measures to keep customers informed:
  Confirmation Process: Customers are contacted via email, text, and phone to confirm their delivery date. To secure the appointment, customers must respond by 12 PM the day before delivery. If not confirmed, the appointment will be canceled, potentially resulting in stock delays.
  Automatic Confirmation: Deliveries scheduled within two days are automatically confirmed at the time of scheduling.
  Order Tracking: Customers can track their delivery online at City Furniture - Order Tracking by entering the phone number used at the time of purchase.
  Free Shipping Details: Our free shipping option includes delivering all furniture inside the front door of the customers home or to the first floor/lobby of their apartment or condo building. Assembly is not included.
  For full details, customers can review our terms and conditions at City Furniture - Shipping and Delivery Policy or in the paperwork emailed at the time of purchase.
  We will ensure that this matter is brought to the attention of our Leadership Team to make any necessary improvements to our processes.
  Thank you for the opportunity to address this matter.

• Initial Complaint

  Date:03/27/2025

  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.

  On Feb 27, 2025, I received order # ****** from City Furniture. After reviewing the packages, I noticed the wrong items were ordered. I phoned customer service on March 01, 2025, at 9:49 am. I was told by the female ***resentative that if I return the items to a showroom there will be no fee. I told her to make a note to the account and she stated that she has. Therefore, I returned the items on March 01, 2025, and was charged a ***** fee still. I've made several calls to City Furniture and each *** is more disappointing than the one before?

  

  Business Response

  Date: 03/31/2025

  We apologize for any confusion regarding our return policy. This order was placed online, and the invoice clearly states that the customer ordered cushions. The cushions were shipped as ordered. After delivery, the customer stated they intended to order chairs . As this was not an error on City Furnitures part, our policy remains firm in this situation.
  We understand that this may be disappointing, and we regret that the customer did not have the experience we strive to provide. We make every effort to be clear and transparent about our policies. The customer has an open complaint with ****** regarding this charge. We will continue to cooperate as needed to resolve the matter through that process.
  Per our return policy, you will receive a refund if you cancel your online purchase within three (3) days of receiving delivery. Cancellations made on or after the day of delivery are subject to a restocking fee of $99.99. Please note that original delivery and shipping charges are non-refundable.
  For more details, our full return policy is available on our website:*******************************************************************;
  Should the customer have any additional questions or concerns, they can reach out to us directly at ************ or via email at ***************************************** We appreciate your understanding.
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23123547
  
  I am rejecting this response because:, they have not addressed statements made by their representative, to return *** items to the store and receive a full refund. The representative asked me to return the merchandise instead if city furniture having to pick up the furniture from my home.  When placing  an online order the policy is not written. 

  If they are desperate to keep ***** dollars than return the items to me and keep 211 dollars, and do not send me any further emails.  This is truly poor customer service.  You'd rather lose a customer than have integrity to stick by what the representative said and noted ?  Please return  the cushions or I can pick them up, immediately!
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/01/2025

  We are sorry the customer is not having the experience we wish for our customer.
  The return policy is written on our website **************************************************************
  
  Online Refund Policy
  You will receive a refund if you cancel your online purchase within three (3) days after receipt of delivery. Deliveries cancelled on or after the day of delivery will be subject to a restocking charge of $99.99. Original delivery and shipping charges are non-refundable. When purchasing a discounted Room Package, no refunds or reselections are allowed on the package pieces once any items included in the package are delivered.